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Upgrade to V15 Update3 with perpetual licenses --> really a disaster

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Regular Poster
Posts: 49
Comments: 190

Hey there,
After now about 3 hours of chat with Acronis support I am extremely disappointed and honestly spoken very unsatisfied.

The simple plan was "upgrade to the most recent version of Acronis Backup".

Starting point:
- a network with 9 workstations, 1 physical server and on that server 3 virtual machines
- Acronis Backup Advanced V12.5 (Update5, Build 16383)

 

Luckily I did a complete backup of the virtual machine on which the management server is installed with the Server built-in backup tool.

 

My steps were:
- bought a maintenance about 3 weeks ago
- upgrade the licenses in the Acronis account from V12.5 to V15 (Free upgrade)
- downloaded the setup file (most recent, V15 Update 3, build 28122)
- installed it

And then the disaster started.... :-(

First I saw more than 10 alerts:

a) all offline machines are showed the error "Machine is offline for more than 30 days".
And in the details it is stated "There has been no connection with machine '[MACHINENAME]' for 749 days. Backups of this machine are stopped. Please restore the connection with the machine to resume backups."

Well, these machines were backed up the last night succesfully.....hmmm

b) all offline machines are showed the error "Cannot protect a device with assigned license".
Okay.......

Problem a) was not that urgent so I tried to solve b).

 

I looked into License usage and there were only the V12.5 licenses shown.

Revoking had no success.
I tried to do it via an activation file....no success.

I tried to logout from the account in the websonsole of the managemwent server (oh this is also a bug: If you try to logout from the Acronis Account it is not reconginzed by the console.
You must close the browser and then the logged out state is correctly displayed.
A logon does also not have any success.

Then I saw the following:
In the Acronis Account I can see the V12.5 licenses and also the V15 licenses.
That is expected, as I did the free upgrades.

In the Cyber Protect Console (https://eu2-cloud.acronis.com/ui/#/license-management) I see only V12.5 licenses assigned to the management server......
So I tried to unregister them and tried to register them to the AMS by logging out of the Accopunt in the webconsole and logon: no success.

I then looked around in the knowledge base and saw the 2 KB articles:

69658: Acronis Cyber Protect 15: Perpetual licenses disappear from console or AMS activation fails with "Login failed. Make sure that your account exists, and credentials are correct." after update to U3

69678: Acronis Cyber Protect 15 Update 3: Perpetual licenses are not visible in console after Management Server registration

I looked into them.
They describe exactly my problem.
So I tried the workaround with the password reset but....no success.

Still the same:
V15 licenses are shown in the Account but not in the Cyber Protect Console or and they are not assigned to my installed management server with V15 UD3....

So I opened a ticket and went into a chat with a supporter.

First of all:
It is very hard to communicate with a support engineer, if the guy simply clicks around and makes his stuff without explaining me what he is planning to do or giving me the chance to chat with him as he simply drags the mouse around and out of the scope of the chat window......
I had to interrupt him several times in his doing quite violently....

Well he then was sure that I installed not the most recent version of V15....after I showed him the about dialogue he was convinced.

I showed him the Acronis Account and the Cyber Protect Console and he was sure, that this is normal.
His explanation was, that perpetual licenses never show up in the CPC....
Well why are the V12.5 licenses shown.....no explanation.

After some discussion (hard as upper mentioned) he started to collect the system logs, a HAR file from the browser
and a process log file...

And then he said, he well come back if the Acronis Experts analysed it and tried to say bye.......

Sorry Acronis, that is not acceptable that a support engineer leaves the customer with a system that has no protection at all.

I then held him up and said, I need a solution.

I was told, to simply rollback to V12.5.....
My question "Can I start the installation of 12.5 to downgrade ?" was answered with YES.
I asked again and then suddenly the answer was "You need to uninstall ACP 15" HUUUH ?

I then asked whether the settings are maintained and then ......silence for minutes....hmmm

Then he came back and asked for a few minutes.....
And within a few clicks he then created TRIAL licenses and tried to start an installation.

There I interrupted him......

Sorry...that is not okay for me !

 

He then tried to convince me, that we should install a TRIAL V15 and then all would work and during the TRIAL period, the issue would be solved.

I then insisted on a guarantee that
- the TRIAL version can use the existing backup chains
- the switch back to the licensed version is seemless
- the existing backup chains can be used afterwards with no problems

First he said "Yes".
But then I wrote
"Please before we go ahead, I need a written statement by mail, that the usage of the trial version does not harm the existing chains and that they can then be continued after we return to the licensed version.
Also I need a written statement by mail that the switch to the licensed version can be done seemless
".

The answer was:" I will check with team and get back to you via an email [...] Within 24 hours"

What is the worth of a guarantee if I demand an email with that guarantee and the support says "well wait.."?
For me : nothing!

 

So in the end I will rollback to the state prior to the upgrade to V15 by rolling back my server backup (dine with windows backup) and wait if and when the support comes back....

From my point of view:

DESKTOP-I7 17:32
- Update 3 is very buggy
- KB 69658 and 69678 are NOT solved in all cases
- UD3 does not accept purchased and available perpetual licenses
- UD3 is still in rollout even as Acronis knows on the issue (the support guy told me that they already know the issue with UD3 and missing perpetual licenses...)
 

Overall I am extremely disappointed.
Honestly spoken I regret the maintenance renewal.....

 

Here are the screenshots of the Account and the CPC:


 

Here you can see the added TRIALS, so don´t be confused.

S.

BTW: The Ticket ID is 05195735 and the severety is......empty.... It seems as if the support has understood my problem of a complete unusable system and several hours of spent time.....

Attachment Size
Acronis Account.png 42.11 KB
Cyber Protect Console.png 40.98 KB
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Regular Poster
Posts: 49
Comments: 190

Hmmm...now it´s more than 24h later and I got no response.
Well I had the hope that the severity is clear to the support, but it seems as if it is okay for them to leave business customers more than 24hours in a problematic state.

Luckily I had the backup of the virtual machine....otherwise it would be really a disaster.....

If you need a backup to prevent problems with your backup solution that´s somehow absurd....or is that only my thought as affected person.....

S.

Regular Poster
Posts: 49
Comments: 190

Again it´s me.....
I looked into the Cyber Protect Console (https://eu2-cloud.acronis.com/ui/#/license-management) and now the perpetual licenses of V15 are visible in the "unallocated licenses" section.

Well is the issue now solved or not....
I am not sure whether I should give it another try.

One thing I am wondering:
Can I license my machine by an activation file and neverthless log into the Acronis Account?
The documentation states, that an online activated machine stops working after 30days of missing internet connection. So to have a reliable system I´d like to do an offline activation.
Or is the offline activation superseeded by the online stuff if I connect to the account the first time?

What I want to prevent:
If I have to restore the machine with the management server on it with an older version (let´s say 40 days old) is then the restore possible and only the plans are not working in the first moment but after the first conne3ction to the internetthe protection is up again ?

Huh....I now saw the following KB:
69734: Acronis Cyber Protect 15 Update 3: Virtual host license cannot be assigned to both host and virtual machines

Hmmm seems as if I should wait for the next update....
I have an universal licvense and a virtual host that hosts 3 VMs (Hyper-V).
I do agentless backup of the VMs and agent-based file backup within one of the VMs.

If I understand the KB correct, this is currently a problem?

What I do not understand:
This is a so basic feature of the universal license that I am really astonished, that this problem is not recoginzed during the software tests....hopefully there are software tests ;-)

Any help, remakr and hint is appreciated
S.
 

Regular Poster
Posts: 49
Comments: 190

Hmm very sad that no one has a hint or comment on that.....

Or is it because I criticize the product and the quality of the official support.

Ah...Funfact (well not realy funny but okay...)
The promised mail that I should get within 24 hours after the chat never came and the severity is still unset.

In my eyes that is not okay or is it ?
 

S.

 

 

Regular Poster
Posts: 49
Comments: 190

Hmmm,

as no other here is reacting a short status:
- The promised mail is missing up to now (more than a week compared to the promised 24h).
- severity of the ticket is set to critical in the meanwhile

 

The only reaction I got was, that I have to be patient and they are working on it.

To sum it up:

a) Update 3 has a problem with licenses that cannot be assigned in principle (no perpetual licenses were possible).
b) Update 3 has an issue with host/guest licensing.

As Update 3 is the only I can currently download, an upgrade seems currently not possible and I have to wait...well since when?
Maybe in a few weeks/months the next build come up where these issues are solved?

I am really unsatisfied
S.

 

Regular Poster
Posts: 12
Comments: 473

Hello Sven!

Don't really have anything to add on this. I've yet to make the transition to V15 so don't have first hand experience, and could only reiterate what the guides say, which you have probably already read. 12.5 will recieve security patches until autumn next year. If you don't already need some fix or feature of 15 you could wait until then to upgrade.

With support I only had a few interactions about minor issues they resolved, and for urgent problems I found acceptable work arounds for me case.

If you need a backup to prevent problems with your backup solution that´s somehow absurd

Your backup system can break like every other part of your infrastructure, backing it up is a good idea anyway. I haven't tried restoring the management server though.

As Update 3 is the only I can currently download

You can get earlier builds on request. Maybe the bug isn't present in earlier builds, try to get e.g. Update 2

-- Peter

Beginner
Posts: 1
Comments: 11

Hi, is possible to downgrade from 15 upd3 to upd2 with Virtual Host version ?...I think No.

If install new virtual host 15 upd2 is possible to recover plan of my backup in upd3 ? 

 

thank's for response

Regular Poster
Posts: 49
Comments: 190

Hey Peter,

thanks for your response.

12.5 will recieve security patches until autumn next year. If you don't already need some fix or feature of 15 you could wait until then to upgrade.

Basically you are right. I could wait.
But wait until the moment when you must upgrade when I am forced to (because the 12.5 is no longer maintained) was never a good idea - with no software.

With all other software tools I used in the last 35 years my method "upgrade not before the first update is released" was successful.
And then came Acronis....here also Update 3 (released more than 1 year after the release of 15) has bugs in such basic functions that honestly spoken I cannot understand how this software passes the tests.

 

Your backup system can break like every other part of your infrastructure, backing it up is a good idea anyway. I haven't tried restoring the management server though.

I fully agree with that but - and that´s my issue - not during a simple upgrade or software maintenance.
I never had these problems with any of my software that I used since the 1980s (with the good old 80286 CPU...)
And also one big difference between Acronis and most other software tools: There is no option to have 2 versions installed in parallel.
So you MUST upgrade your life system and have no chance to install the new version besides the existing working version.

And as this is not possible I changed my "best practice" to backup the machine on which Acronis is installed before I install an update/upgrade to have the possibility of a rollback.
.

You can get earlier builds on request. Maybe the bug isn't present in earlier builds, try to get e.g. Update 2

Well the upper mentioned 2 issues came with Update 3 so maybe I should give Update 2 a chance.

But as you mentioned:
Currently I am not really in the need of 15 and so I will wait another week
Maybe Acronis is able of fixing it...

S.

 

 

 

Forum Support specialist
Posts: 0
Comments: 1982

Hello Sven,

thank you for posting a new thread on Acronis forums!

Sorry for the delay with responses.

This is my answer to your first post.

I have checked your case and a related task where developers migrated your perpetual licenses. Now you need to apply the solution:

- open Acronis Cloud Console: https://eu2-cloud.acronis.com/login
- enter your account credentials
- follow Overview -> Usage -> click on Manage services
- follow Settings -> License usage;
- scroll down to your management server name and click on Allocate licenses
- add available perpetual licenses for your 15 version

Forum Support specialist
Posts: 0
Comments: 1982

Hello Gianluca Fiuzzi,

thank you for posting in this forum thread!

Hi, is possible to downgrade from 15 upd3 to upd2 with Virtual Host version ?...I think No.

If install new virtual host 15 upd2 is possible to recover plan of my backup in upd3 ? 

What is the purpose? You can ask Acronis Support Team to provide you with a link to Update 2. However, you will have to completely reinstall the software. You will be able then to recover your backups made with Update 3 but your Update 3 plans will not be imported there.

Forum Support specialist
Posts: 0
Comments: 1982

Sven,

Huh....I now saw the following KB:
69734: Acronis Cyber Protect 15 Update 3: Virtual host license cannot be assigned to both host and virtual machines

This issue is under investigation yet. However, it could be workarounded by Acronis Support engineers. If you urgently need backups of both host and VMs, please apply to Acronis Support Team with a request.

Forum Support specialist
Posts: 0
Comments: 1982

Sven.

Sorry to know about your negative experience with Acronis service. I updated your case with your feedback on support quality and escalated it to the manager's attention.

Beginner
Posts: 1
Comments: 11

Maria Belinskaya wrote:

Hello Gianlucca Fiuzzi,

thank you for posting in this forum thread!

Hi, is possible to downgrade from 15 upd3 to upd2 with Virtual Host version ?...I think No.

If install new virtual host 15 upd2 is possible to recover plan of my backup in upd3 ? 

What is the purpose? You can ask Acronis Support Team to provide you with a link to Update 2. However, you will have to completely reinstall the software. You will be able then to recover your backups made with Update 3 but your Update 3 plans will not be imported there.

 

for the problem 69734: Acronis Cyber Protect 15 Update 3: Virtual host license cannot be assigned to both host and virtual machines

it is a ridiculous and shameful situation as I have the ticket 05201124 open since 4/11 and to date there is no solution
if not to do a new installation! Honestly, I'm thinking of stopping paying a USELESS MAINTENANCE for me and all my clients given the results I get!

Regular Poster
Posts: 49
Comments: 190

Hello Maria,

So in my understanding the perpetual licenses are now available in my account and I could do the upgrade to V15 in the way you described ?

 

Regarding your second post:

This issue is under investigation yet. However, it could be workarounded by Acronis Support engineers. If you urgently need backups of both host and VMs, please apply to Acronis Support Team with a request.

Do I understand it right, that there is a workaround ?
I added a question regarding that KB article to the ticket on 10th Nov.

 

Why I am asking:
As mentioned I switched back to V12.5 to have a working system.
And I need both of the upper mentioned issues solved.

So if you confirm, that the license stuff is solved and there is a workaround with the host/VM issue I could give V15 a try.

 

What I am wondering:
Why did I get no response in the ticket ?
If the first issue is solved and a workaround for the second available, why the h... does nobody contact me ?!?!

Regards
Sven

Forum Support specialist
Posts: 0
Comments: 1982

Hello Gianluca Fiuzzi.

for the problem 69734: Acronis Cyber Protect 15 Update 3: Virtual host license cannot be assigned to both host and virtual machines

it is a ridiculous and shameful situation as I have the ticket 05201124 open since 4/11 and to date there is no solution
if not to do a new installation! Honestly, I'm thinking of stopping paying a USELESS MAINTENANCE for me and all my clients given the results I get!

Sorry to know that you've encountered with this issue. As I have mentioned above, there is a workaround that could be provided in urgent and critical cases. Please request for it.

Forum Support specialist
Posts: 0
Comments: 1982

Hello Sven.

So in my understanding the perpetual licenses are now available in my account and I could do the upgrade to V15 in the way you described ?

The issue with migrating perpetual licenses to accounts is now solved and you are welcome to check the solution.

Do I understand it right, that there is a workaround ?
I added a question regarding that KB article to the ticket on 10th Nov.

This issue is still under investigation. The workaround could be approved only in critical and urgent cases. 

What I am wondering:
Why did I get no response in the ticket ?
If the first issue is solved and a workaround for the second available, why the h... does nobody contact me ?!?!

Your case is open and under investigation. You should receive a response shortly.

Beginner
Posts: 1
Comments: 11

Maria Belinskaya wrote:

Hello Gianluca Fiuzzi.

for the problem 69734: Acronis Cyber Protect 15 Update 3: Virtual host license cannot be assigned to both host and virtual machines

it is a ridiculous and shameful situation as I have the ticket 05201124 open since 4/11 and to date there is no solution
if not to do a new installation! Honestly, I'm thinking of stopping paying a USELESS MAINTENANCE for me and all my clients given the results I get!

Sorry to know that you've encountered with this issue. As I have mentioned above, there is a workaround that could be provided in urgent and critical cases. Please request for it.

 

Hi Maria why the support not send me immediatly th workaround ?... please send me immediatly. Thank's

 

Hi Maria i sended the request to the support but not have response : the Acronis support is very poor!

Regular Poster
Posts: 49
Comments: 190

Hey Maria,

You should receive a response shortly.

Well the response is the same as always:

"

As per the update from our resources, in order to investigate the issue, we will need new system reports from the Acronis Management Server machine.

I would request you please collect the following reports and share them with us for further investigation:

- A new System information: https://kb.acronis.com/acroinfo(run as administrator)
- A new HAR logs while reproducing the issue: https://kb.acronis.com/content/58514

"

really?
Investigate which issue?

I am not willing to install the upgrade again on my working system just to collect the demanded data and then end in a system that cannot do my backups.

I get more and more dissatisfied as Acronis burns more and more time and money....

S.

 

 

Beginner
Posts: 0
Comments: 1

I have the same situation as SvenT (on Premise), did following procedure yesterday:

1) started with 12.5 Universal Advanced licence

2) did free license upgrade to 15

3) upgraded product to 15

4) license for V15 is visible in account but not in cyberprotect service console / local AMS....stuck now.

Beginner
Posts: 1
Comments: 11

Hey Sven,

I see that they stop responding as well in the forum. The way they handle problems is truly scandalous. I will never resell Acronis!

Regular Poster
Posts: 49
Comments: 190

Hey Gianluca,
no panic and please calm down a bit. It´s not good for your heart ;-)

One day no response...so what....that´s for me far away from scandalous.

Yes we pay a lot of bucks for maintenance and support and yes, the most recent update is quite buggy.
But what do you expect ?

I switched back to V12.5 to have my company safe and wait until the problems are solved.
And as mentioned: I am not willing to spend more time and money in the creation of log files or anything else.

Now it´s Acronis´ turn and not mine.
They surely have systems here they can reproduce the issues.

Yes it might be easier with the data from the customer but I will not update only for that purpose and spend time on it

I can wait.....and make my future decisions if i am the next time in the need of renew the maintenance....

 

S.
 

 

Beginner
Posts: 1
Comments: 11

SvenT wrote:

Hey Gianluca,
no panic and please calm down a bit. It´s not good for your heart ;-)

One day no response...so what....that´s for me far away from scandalous.

Yes we pay a lot of bucks for maintenance and support and yes, the most recent update is quite buggy.
But what do you expect ?

I switched back to V12.5 to have my company safe and wait until the problems are solved.
And as mentioned: I am not willing to spend more time and money in the creation of log files or anything else.

Now it´s Acronis´ turn and not mine.
They surely have systems here they can reproduce the issues.

Yes it might be easier with the data from the customer but I will not update only for that purpose and spend time on it

I can wait.....and make my future decisions if i am the next time in the need of renew the maintenance....

 

S.
 

Hi Sven, i open the ticket on 4/11 today is 17/11 and the solution is to install previus version build 27009....but isn't a solution ! A company like Acronis cannot release a product with a bug of this magnitude and then not find a solution! Who is the chief programmer one who works in the cellar? faced with problems of this type they have always asked to collect information but I have never received any answers. What does the customer pay for maintenance? Anything to force resellers to switch to the MSP console?

Regular Poster
Posts: 49
Comments: 190

Hi Giancarlo,

I am with you and I am also dissatisfied, but what´s the option ?
Getting angry does not solve the problem either.

And why is the switchback to the previous no solution?
It is not the final solution but a step that is suitable for having a running system.

 

The habit of Acronis of collecting the information...well...it is the normal habit of a 1st level support that goes down the checklists...and one of the first points is collecting data.
This is more or less the habit of every software company.

The quality of the software - and also of the tests that are performed prior to a release - well I think there is much room for improvement indeed.
But I think we two guys will not change anything there....
So for me: calm down. Use 12.5 and with the next update install it in a sandbox to give it a try.

I mean one huge advantage would be, that it would be possible to install 2 version side-by-side.
That would make the upgrade process much more easier as you can switch between the versions.

Bus as long as this is not possible I learned from it, that I do an upgrade (or even an update) only if I have a Snapshot or backup that allows me to easily switch back.

 

S.
 

 

 

 

Regular Poster
Posts: 12
Comments: 473

I agree that running an older build is entirely acceptable. Until the version is supported and you have no immediate bugs you know to be resolved in a later build, no real pressure to update.

As for information collection, not sure how they can be expected to resolve customer bugs? If the issue can't be reproduced in testing labs, but you claim to experience it they'll need info about your environment. As implicit collection of data is frowned upon, you are left with being asked to send those yourself.

It's also impossible to tell from outside how critical the bug is. It may be critical for you, but if only a tiny fraction of users experienced similar issues it might be lower on priority.

Side-by-side installation would be nice, but I struggle to find any reasonably complex software to support this use case with no issues. The safest route always seems to be "preserve the old, until the new prooves itself".

Regular Poster
Posts: 49
Comments: 190

Hey Peter,

 

If the issue can't be reproduced in testing labs, but you claim to experience it they'll need info about your environment.

Well I agree, that sometimes the supporter needs collected data - sure.
But in my experience, the call for the collected data comes by default - and even in some cases without the need.

2 examples:
- I opened a ticket because of some mistakes in the documentation
- I opened a ticket because of an error in the GUI (no translation)

In both cases I was asked to send logs.....there is no reason for that.

 

It may be critical for you, but if only a tiny fraction of users experienced similar issues it might be lower on priority.

For me there is no discussion: If my purchased licensed are not available for assignment to the management server it is critical.
And also the non working assignment of the host´s universal license to the guests is also critical.

I cannot believe that I am the only customer that uses perpetual licenses and universal licenses....

 

Side-by-side installation would be nice, but I struggle to find any reasonably complex software to support this use case with no issues.

Hmmm some examples:

- All Autodesk software
- Altium Designer
- Solidedge
- CATia

I think these are only a few examples and I hope you accept, that they are complex ones.

The safest route always seems to be "preserve the old, until the new prooves itself".

If all Acronis customers would act that way, when is the time of the proof?
No one uses it so no one finds any issue...until....well I think you see the point?

And to bring it back to facts:
In my eyes it is a shame for the Acronis software Devs if 2 such basic things:
- perpetual licenses
- unicersal license assignment to host/guest

are messed up by an update.
We are not talking of a complete new main version but an update with bugfixes that breaks such basic functions.

I cannot understand how this update passes the software tests.

We in out company has several Servers running for continuous integration and testcases that would detect such issues prior a customer rollout.

 

And these are the main 2 points I have to complain:
- software quality : Updates and Upgrades often reduce features and bring bugs up to fully unprotected customers
- support quality: as a customer under maintenance the reaction time is extremeley over the proposed reaction times and the way the supporter sometimes deal with the problems are like "oh sorry I cannot do anything you have to wait....till when? well wait and we will come back".....promised solutions and features never came....

 

S

 

 

 

 

 

 

 

Forum Support specialist
Posts: 0
Comments: 1982

Hello Sven.

Every issue with a broken quota/ license needs to be investigated individually since at least it requires access to the customer's account.

As for other issues, we always need to analyze the individual activity log with the error message, and if the cause of this error is still not clear we request a full system information logs package to view all other system events that could have interfered with the process etc. We understand that this may cause inconveniences to our customers, nevertheless, only system information provides us with the snapshot of the entire system state before/at the moment of the error.

Regular Poster
Posts: 49
Comments: 190

Hey Maria,

I fully agree in the following:

Every issue with a broken quota/ license needs to be investigated individually since at least it requires access to the customer's account.

 

Where I do not agree is here:

As for other issues, we always need to analyze the individual activity log with the error message [...]

I purchased a renewal and upgraded the licenses in my account to V15.

Then these licenses did not appear in my Acronis Cloud Console.....

How can a local problem on my machine be the root cause for the licenses not being transferred to the cloud console? From my understanding the Management Server that I installed locally has nothing to do with that ?

Or am I wrong
S.

 

 

Forum Support specialist
Posts: 0
Comments: 1982

Hello Sven.

How can a local problem on my machine be the root cause for the licenses not being transferred to the cloud console? From my understanding the Management Server that I installed locally has nothing to do with that ?

There are logs from the account_server.exe (a process that runs as local AMS).

Regular Poster
Posts: 49
Comments: 190

Hey Maria,

There are logs from the account_server.exe (a process that runs as local AMS).

Sounds strange for me, that a local process on a machine (that even might operate without any connection to the internet if it is an offline Management Server...) can be the root cause of licenses not being transferred to the cloud console between 2 Systems of Acronis......

Sorry, but I am now more than 25 years in software development and never heard of such a system how a completely offline system might affect such things....

Anyway.....

When is the rollout of the fix for update 3?

On 17th November I was told "wait one week.."

 

Regards

Sven

Forum Moderator
Posts: 209
Comments: 6679

Hello Everyone!

Please be aware that the hotfix for Acronis Cyber Protect 15 Update 3 has been released https://forum.acronis.com/forum/acronis-cyber-protect-15-forum/new-buil… 

Forum Member
Posts: 4
Comments: 23

Yesterday I updated from 27009 to 28405 thinking all licensing problems had bee fixed but to my surprise they most definitely have not. As soon as the updating process finished I got two pop ups warning about license not found. I then opened a support chat  and after showing the problem to the engineer I was told it would be escalated to the team that deals with this things. I thought it would be a matter of a few hours but I was very wrong. Since yesterday not only we cannot backup our systems  but in case something went wrong we can neither restore anything.  

Regular Poster
Posts: 49
Comments: 190

Just for my understanding:

Did I get it right, that the licensing issues are not solved with that build ?

In the change notes it is stated, that they should so a clarification is necessary.......

 

S.
 

 

Forum Member
Posts: 4
Comments: 23

SvenT wrote:

Just for my understanding:

Did I get it right, that the licensing issues are not solved with that build ?

In the change notes it is stated, that they should so a clarification is necessary.......

 

S.
 

 

Yes Sven, that is correct. I have opened a ticket with Acronis support and they are supposedly working on it. The 28405 release notes may say it has been fixed but, at least in our system, it is not. We are not only very disappointed with the misleading claims but also quite upset with the situation.

 

Regular Poster
Posts: 49
Comments: 190

Hey Javier,

well in that case that´s really annoying.

What´s up with the debelopment and testing at Acronis if a fix claims to solve a problem but it does not......

Honestly: The point where we rethink the tool comes nearer and nearer because if a Backup Solution is not reliable.....well then we have to choose another one.

 

S.
 

 

Forum Member
Posts: 4
Comments: 23

Indeed, I have been using Acronis Backup Advanced since V11.7 (2016) and have never been as close to changing to a competitor's solution as I am at this moment. 

Beginner
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Comments: 11

in fact, I who use the solution from Trueimage 8 confirm that I will no longer renew the maintenance in 2021 there are many alternatives and after this shameful situation I would say that it is time to move on to something else.

Forum Support specialist
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Comments: 1982

Hello Javier,

thank you for posting in this forum thread!

We are very sorry to know that you've encountered a new issue with perpetual licenses.

Thank you for your cooperation and patience on this matter.

I have found your case, prioritized it, and updated it accordingly with the details you shared here.

There is a respective KB article released with this issue announcement: https://kb.acronis.com/content/69841

 

Forum Support specialist
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Comments: 1982

Hello Sven.

Sounds strange for me, that a local process on a machine (that even might operate without any connection to the internet if it is an offline Management Server...) can be the root cause of licenses not being transferred to the cloud console between 2 Systems of Acronis......

No, this process gathers logs of a transfer - that is why we collect them for analysis.

Regular Poster
Posts: 49
Comments: 190

Hello Maria,

sorry, but that sounds strange to me.

How can a completely isolated machine that runs as an offline (!!!) management server log anything that has to do with the transfer of a perpetual licence from the Acronis account to the cloud console ?

Anyway...it seems as if there are still problems left regarding that stuff so I will wait for the upgrade to V15 until

- it is guaranteed,that the perpetual licences will work

- until someone confirmed, that the licence assignment of a virtual  server licence on both - host and client - work as required.

S.

Beginner
Posts: 3
Comments: 7

Javier wrote:

Indeed, I have been using Acronis Backup Advanced since V11.7 (2016) and have never been as close to changing to a competitor's solution as I am at this moment. 

I have been using Acronis for a year and change and I am regretting letting the vendor convince me to use this product as a backup solution.

Forum Member
Posts: 4
Comments: 23

I'm 100% sure the problem lies in Acronis Cyber Cloud and the way the perpetual licenses have been transferred to/implemented from the previous system.

I have the following situation:

As can be seen I have two unallocated licenses, one 12.5 without maintenance and a 15 with active maintenance contract. If I try to allocate any of these two by clicking on the "Allocate licenses" button I get this:

 

 

If I follow the instructions in Activating a management server when I import the Cloud console the registration_file.bin file exported from the AMS I get the following message:

As the AMS cannot be unregistered from the Cloud console one gets stuck in a endless loop.

I'm told by Acronis support team that this has happened to many other customers and they are investigation the problem but cannot give me an ETA for the solution so we might be left without backups/restores for a long time. The only solution I can think of so far is to completely uninstall everything (losing all configuration and data) and install an earlier working release which in our case was 27009.

Now there is a new KB article about this issue: https://kb.acronis.com/content/69841 (I our case, we never have "re-registered Management Server in Cloud", just installed the update and got the error)

 

 

Regular Poster
Posts: 49
Comments: 190

Hey Javier,

I am also pretty sure, that the main problem ist, that Acronis - like many others too - try to go the fancy-bling-bling "We are now in the Cloud"-way.

 

I am also sure, that the problem is in the management of the licenses in the different systems: the account and the Cloud Console.
 

What I am wondering:
- how is the software tested at Acronis?
We have now an update 3 and a fix for that, that leaves some customers with a non working backup solution with now ETA of the next fix......big deal.

- can I rely on a system that has that quality?
A backup solution like Acronis MUST be a highly (!) reliable (!) system in my eyes.
If an update (!) brings a working installation in a non-working state, someone didn´t do his job!

For me a change of tooling comes nearer and nearer.....
Unfortunately i renewed the maintenance a few weeks ago for 2 years.
 

Very disappointing the whole stuff.

S.

Forum Support specialist
Posts: 0
Comments: 1982

Hello Javier!

The issue with Licenses disappear from on-premise AMS despite successful activation has been fixed.

Please apply the following solution:

  1. Update the product to build 28503: https://www.acronis.com/en-us/enterprise/download/cyber-protect/trial/?WebConsole=true
  2. Open Cloud console: https://cloud.acronis.com/ui/#/license-management
  3. Deallocate all licenses from the affected Management Server, then allocate them back
  4. Generate and download an activation file
  5. Open on-premise web-console and upload the new activation file (generated in step 4)

After that, licenses should be synchronized to AMS.

If the issue was Can't start backup after update to b28405: "The protection plan cannot be applied or updated as the device has no license" , then please create new plans or start existing ones.

 

Forum Member
Posts: 4
Comments: 23

Maria Belinskaya wrote:

Hello Javier!

The issue with Licenses disappear from on-premise AMS despite successful activation has been fixed.

Please apply the following solution:

  1. Update the product to build 28503: https://www.acronis.com/en-us/enterprise/download/cyber-protect/trial/?WebConsole=true
  2. Open Cloud console: https://cloud.acronis.com/ui/#/license-management
  3. Deallocate all licenses from the affected Management Server, then allocate them back
  4. Generate and download an activation file
  5. Open on-premise web-console and upload the new activation file (generated in step 4)

After that, licenses should be synchronized to AMS.

If the issue was Can't start backup after update to b28405: "The protection plan cannot be applied or updated as the device has no license" , then please create new plans or start existing ones.

@Maria

I have installed the newest build and see no change whatsoever.

Since nothing has chaned at the Cloud Console, please explain how to perform step # 3 when there are "no allocated" licenses I can remove (as shown in the screen capture in my post above) and two unallocated licenses that cannot be allocated or removed.

As I said before, I think the problem lies in Acronis Cloud system not in my end so this new build fixes absolutely nothing and is just a waste of time. Until someone at Acronis acknowledges this and takes action at their end nothing will be solved.

This leaves us with an unprotected system for an unkown length of time. 

PS. I think it would really help if one of the developpers checked my Cloud Console and saw what I see, I'm available over the weekend if necessary for a remote session. 

Regular Poster
Posts: 49
Comments: 190

Maria Belinskaya wrote:

Hello Javier!

The issue with Licenses disappear from on-premise AMS despite successful activation has been fixed.

Please apply the following solution:

  1. Update the product to build 28503: https://www.acronis.com/en-us/enterprise/download/cyber-protect/trial/?WebConsole=true
  2. Open Cloud console: https://cloud.acronis.com/ui/#/license-management
  3. Deallocate all licenses from the affected Management Server, then allocate them back
  4. Generate and download an activation file
  5. Open on-premise web-console and upload the new activation file (generated in step 4)

After that, licenses should be synchronized to AMS.

If the issue was Can't start backup after update to b28405: "The protection plan cannot be applied or updated as the device has no license" , then please create new plans or start existing ones.

 

Hello Maria,
Is that necessary for any kind of on-premise AMS ?
Also if the AMS has an internet connection?

 

My current knowledge was, that online-AMS will synchronize without the step of generating the activation file manually.

 

S.

 

Regular Poster
Posts: 49
Comments: 190

Maria,

is there a chance of getting an answer shortly ?

Thanks

Sven

 

Forum Support specialist
Posts: 0
Comments: 1982

Hello Sven.

Is that necessary for any kind of on-premise AMS ?
Also if the AMS has an internet connection?

This workaround is only for those on-premise AMS affected by mentioned bugs with the previous build:

Licenses disappear from on-premise AMS despite successful activation

and

Can't start backup after update to b28405: "The protection plan cannot be applied or updated as the device has no license" 

Please read more details in the respective KB article https://kb.acronis.com/content/69841

Forum Support specialist
Posts: 0
Comments: 1982

Hello Javier.

Since nothing has chaned at the Cloud Console, please explain how to perform step # 3 when there are "no allocated" licenses I can remove (as shown in the screen capture in my post above) and two unallocated licenses that cannot be allocated or removed.

Please request Acronis Support Team to remotely connect to your account.

Regular Poster
Posts: 49
Comments: 190

Maria Belinskaya wrote:

Hello Sven.

Is that necessary for any kind of on-premise AMS ?
Also if the AMS has an internet connection?

This workaround is only for those on-premise AMS affected by mentioned bugs with the previous build:

Licenses disappear from on-premise AMS despite successful activation

and

Can't start backup after update to b28405: "The protection plan cannot be applied or updated as the device has no license" 

Please read more details in the respective KB article https://kb.acronis.com/content/69841

Ah okay, 

so there is a newer build than the last pinned thread in this forum by Ekaterina?

Maybe it would help, if there was an update ini the pinned threads ?

 

S.

Forum Member
Posts: 4
Comments: 23

Maria Belinskaya wrote:

Hello Javier.

Since nothing has chaned at the Cloud Console, please explain how to perform step # 3 when there are "no allocated" licenses I can remove (as shown in the screen capture in my post above) and two unallocated licenses that cannot be allocated or removed.

Please request Acronis Support Team to remotely connect to your account.

 

They have done that twice and in the second one they recorded the whole session showing it was impossible to do in our Cloud Console what they say in the KB article is necesssary to register the offline AMS.

I got a call from support yesterday and it seems developpers are still clueless about the cause of the problem or how to correct it.

 

 

 

Regular Poster
Posts: 49
Comments: 190

Hello Javier,
so for my understanding:

Even with the most recent build the problems that are stated in the KB article (in which it is stated that the issue is solved) are still present?

If yes I will wait for further updates as I cannot take the risk.

 

Thanks
Sven