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License refused after update to ver.1 built 239

Thread needs solution
Beginner
Posts: 1
Comments: 5

Hi everybody

Yesterday I have upgraded my software to the build 239 but after the upgrade I can't activate the software ! Everything was fine before an the serial comes from the website (my account).

How to solve the problem ? Someone had the same problem ?

Thanks for your support.

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Forum Star
Posts: 24
Comments: 3268

Hello Axxion Axxion,

Welcome to our Forum, we're glad to greet you here.

I've checked our internal resources, and found no mentions of a known issue that would match your description. Could you please kindly let us know the additional details: what exact error do you receive? Have you changed any hardware on that machine recently? 

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you!

Beginner
Posts: 1
Comments: 5

Thanks for your answer.

We have currently a german installation, error message is (translation) : "The serial numbers you entered is invalid. Enter a valid serial number".
The serial number that I have entered is the serial provided by my Acronis online account.
No hardware changed on that machine recently.

Is our key not compatible with my installation (ver.1 build 239) ?

Regards,

Forum Star
Posts: 24
Comments: 3268

Hi Axxion Axxion,

Sure it is, build 239 is just an update, and doesn't require any additional license. Probably you've confused the installation file, and the license.

The installer's name should be RecoveryMSExchangeSBS.239_s_de.exe, and the license - the one I'll send you via PM in a minute.

If the problem remains, please send me a screenshot of the problem, it might shed the light onto the situation.

Thank you!

Beginner
Posts: 1
Comments: 5

Thank for your help,

Yes I did just an update of the software, package name RecoveryMSExchangeSBS.239_s_de.exe.
When I start the software I have directly a serial number error.
When I try to activate the software with the serial you sent me yesterday I have the same error message than before.

You will find a zip file attached with all print screen and will send you a PM with the password of the .zip file

Attachment Size
92725-99685.zip 112.39 KB
Beginner
Posts: 1
Comments: 5

Any news about my problem ?

Forum Star
Posts: 88
Comments: 4769

Hello Axxion Axxion,

Thank you very much for the update.

If you are certain that you have installed the proper version - RecoveryMSExchangeSBS.239_s_de.exe then most likely there is an issue with the serial number.

Please take a look at the following Knowledge Base article and use the Solution section from step # 4.

If you are still having issues after that, kindly collect the diagnostic information described in that article - a Windows system information file and a registry export, and contact our Support team directly.

I am sorry for any inconvenience and if you need additional help, please let us know.

Thank you.

Beginner
Posts: 1
Comments: 5

Thank you very much for your help,

Could you please provide me a phone number for support in France / Luxembourg ? Or just a French support.
Knowledge base didn't help me... I have tried a lot of action from the kb without success.
When I login with my Acronis account, only the comunity support is available...

When I try to have support on the website I have a section -> Buy Pay Per Incident
It's a joke or ? We have paid for a software and we are experiencing a bug and we have to pay to resolve the problem ? Oo

Forum Star
Posts: 88
Comments: 4769

Hello Axxion Axxion,

Thank you very much for the update. I am very sorry the solution in the Knowledge Base article failed to resolve the issue.

We have different support option for Corporate products. Pay Per Incident support is one of them, however, a yearly subscription is more convenient because it is not limited to one issue. In case you decide to purchase a Pay Per Incident we will refund it if there is a known issue with the software.

I checked your support program and it has expired. I would really appreciate if you could take a look at this page which shows different support options and this one which will help you to renew it.

Please accept my apologies for the inconvenience and you can always share your feedback about our support policy with our Management team by sending an e-mail to managers@acronis.com

Please let me know if you have additional questions.

Beginner
Posts: 1
Comments: 5

Dear team,

I found just UNBELIVABLE to pay for support because YOU have a bug in your program ! I have a serial key who don't work with your program, nothing more. I just want to use the program, no need to configure the software or something.

Next time we will buy BackupExec ! ;)

Forum Star
Posts: 88
Comments: 4769

Hello Axxion Axxion,

Thank you very much for the follow-up. We are very sorry for the inconvenience and we appreciate your feedback.

To get in touch with our Support team to resolve a serial number issue, please follow the following steps:

1. From your Acronis web-account click on Get support.

2. Click on the Contact Support link.

3. Under Step 1 please select Customer Care->Serial number issues.

You will then have access to e-mail and chat support. I would recommend using our Chat service since it is the quickest way to resolve an issue.

Please let me know if you need additional help.

Thank you.

Forum Member
Posts: 1
Comments: 70

For others who find this thread: you need to delete the registry keys mentioned in http://kb.acronis.com/content/14452 *after* you uninstalled the agent.
Do not remove the management console or remove the registry keys before uninstalling the agent, because this will fail then!

Then a fresh installation of the agent should work fine with your license key - just make sure the setup's language and key's language are the same by verifying in https://www.acronis.com/my/products/