Credentials error

Hello Terabyte Computers,

Thank you for your posting! As I can see, the issue is already under investigation by our support team. Please provide us with the suitable time for a callback and remote assistance.  

Thank you, 

Hello,

I'm having the same issue. Any update on this issue? I have the latest version of Acronis backup server 11.7 vs44421

Hello Lonny,

As far as I understood, the complete re-installation of the software has corrected the error. If further questions, please let us know. 

I had the same problem.  I tried complete reinstallation and the problem persisted.  I called Chat support and the engineer deleted some registry items that were not the ones specified in the 11.5 kb article and the problem was fixed.  I don't know why Acronis doesn't update their kb properly

I think the deletion was in LM/SOFTWARE/Acronis/BackupAndRecovery/LicensesInfo

I have the same Message about license after Upgrading Win 2003 to 2008 on the managed machine.

When I go to License Manager, the field containing the License Key is empty.

Please help ASAP !

Acronis support !

No one ?

If you have an official Documentation where it states that you loose you license after upgrading Windows, please provide it.

If not, please help on this issue. Acronis is not making any backup ! This is very serous, I could loose all the info, if the server fails anytime !

I have read all the solutions.

1.https://kb.acronis.com/content/37510 - I don't have this registry key

2. deletion from LM/SOFTWARE/Acronis/BackupAndRecovery/LicensesInfo - there is no detailed/official info about which of the keys must be deleted

3. the complete re-installation of the software has corrected the error  - there is also no detailed info on which server must be re-installed the application (managing server or managed server)

Hello Constantin,

here some steps to try:

• Connect to the managed machine in question, navigate to  Help -> Change license
• In Licenses window click Specify
• Select a license available on the License Server 
• If no licenses available in the drop-down list - > connect to the License Server and revoke license that has been assigned to this managed machine earlier. If no license keys present, add them. To add one or more licenses, click Add license. You will be able to type the license keys or import them from a text file.
• re-attempt license assignment on the managed machine 

Refer to the following article for additional details 

Hello Ekaterina.

I have tried already to do the step 4 today.

Here is the error I get:

Code: 18.022.411(0x0113000B)
LineInfo: 0x1BF9AE41893052F3;

Module: trueimg_remote_full_vs_37608
Message: Failed to import the license key.

Code: 18.022.409(0x01130009)
LineInfo: 0x62D160307CD0D030;

Module: trueimg_remote_full_vs_37608
Message: Failed to add the license key.

Code: 18.022.417(0x01130011)
LineInfo: 0x28D66C321428C853;

Module: trueimg_remote_full_vs_37608
Message: Failed to connect to the license server.

Code: 197.681(0x00030431)
LineInfo: 0x4D5187F54ACFD9C2;

Module: trueimg_remote_full_vs_37608
Message: The required service is unavailable on the remote machine.

Thank you for sharing a screenshot! Seems, that Acronis License Server component is not installed, you can install it as follows. 

Now, I succeeded to view the license on the managing server (License Server)

License Server is mdserver

Managed Machine is servermd

in the first screen you can see the License details and that it has been assigned to host servermd

in the second screen, where All machines with agents are displayed, if I try to Connect directy, I get the same Message: The requested license holder cannot be found.

In details, servermd is described as Microsoft Windows Server 2003 R2, Standard x64 Edition Service Pack 2, but I Upgraded this server to 2008 and I wrote in my first post on this topic " I have the same Message about license after Upgrading Win 2003 to 2008 on the managed machine"

I don't know what else to do.

Our main server doesn't have any kind of backup for 2 months and there is no info on how to solve the error Message: The requested license holder cannot be found.

I tried to delete the machine from AMS and when I wand to add it back, I get the same error Message: The requested license holder cannot be found.

I tried to update to the latest build on both managing machine and managed machine and downloaded the installer from my account.

When I want to Connect to a management server, I get this error.

The Acronis Management Server Service is Started.

But it stops after a few minutes.

In your case a complete re-install of all components could do the trick. When re-installing the software make sure all services are installed under accounts with the necessary privileges (either leave default accounts or check that specified accounts are configured in accordance with the following list of required rights). All components should be of the same build (50064 currently). Should the issues persist, please raise a support ticket for investigation. 

Reinstallation of software on both machines didn't help.

But I found the solution.

Hello User212,

Glad that you've managed to sort this out! Would you share your solution with the community? It could help other users facing similar issues.

User212 what's the solution please? I am facing the same issue and have reinstalled to no avail. Please share what worked for you.