Upgrade license keys fail to sync/install...
Hi,
I'm a user of Acronis VMProtect 9 under maintenance and have been issued with upgrade license keys for AB12.
I've installed AB12 to a new PC - didn't want to interfere with my existing backup plan until I knew AB12 was working.
I can log into the management console, but that's as far as I can get because the upgrade license keys won't register. I've tried pasting the keys and syncing to my Acronis account - neither work. Syncing reports that 'Acronis account [email address] successfully synced'. Er...no...the license keys aren't being synced.
Manually pasting the license keys just results in a perpetual spinny circle that will stay there until I reboot the PC.
I've checked the firewall, both PC and my Watchguard XTM, but can't see any traffic to or from Acronis being blocked.
Am I missing something?
Cheers
Neil

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24-hours on and no change. The spinny circle is still merrily spinning away.
I can see the traffic going through the firewall (69.20.x.x) unhindered, but only on the initial 'click'.
Syncing with Acronis account:
2016-08-04 15:26:56 Allow 192.168.xx.xx 69.20.59.102 53560 443 1-Trusted 0-External HTTPS Request (HTTPS-proxy-BYPASS-00) proc_id="https-proxy" rc="548" msg_id="2CFF-0000" proxy_act="HTTPS-Client.BYPASS" src_user="xxx@xxxx.local" sent_bytes="5745" rcvd_bytes="5745" sni="account.acronis.com" cn="*.acronis.com"
Manually entering keys:
2016-08-04 15:28:13 Allow 192.168.xx.xx 69.20.59.103 53550 443 1-Trusted 0-External HTTPS Request (HTTPS-proxy-BYPASS-00) proc_id="https-proxy" rc="548" msg_id="2CFF-0000" proxy_act="HTTPS-Client.BYPASS" src_user="xxx@xxxx.local" sent_bytes="7557" rcvd_bytes="7557" sni="account.acronis.com" cn="*.acronis.com"
There are no other entries to or from acronis.com after the initial "click".
Is there any other way to sync the licences?
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Another note, the following Windows services are present and running on the PC:
- Acronis License Server Service - Automatic - Logon as Network Service
- Acronis Managed Machine Services - Automatic - Logon as .\acronis agent user
- Acronis Management Server Service - Automatic - Logon as .\ams user
- Acronis Remote Agent Service - Automatic - Logon as Local System
- Acronis Scheduler2 Service - Automatic - Logon as Local System
- Acronis Web Server - Automatic - Logon as Network Service
Windows 10 Pro x64 1511 (10586.494)
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Neil Myers wrote:Is there any other way to sync the licences?
As I understood Acronis Backup 12 license handling all licenses are automatically registered/synced to your Acronis account when added manually in Web UI.
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Hi, Neil. Please clarify how did you issued with upgrade license keys for AB12? What product type did you get - Virtual Host, other? Did you register it under Acronis Account or add from product's UI?
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Hi Andrey,
We are using Acronis VM Backup (Backup 11.7) with 4 VMWare CPU licences.
To upgrade the license...
- I logged into my Acronis account
- found the VMWare CPU licence keys on my product list
- clicked the 'Free upgrade' link
- logged out of my account
- logged back in
- found the Acronis Backup 12 Virtual Host with 2 keys
- downloaded the software from the link
- installed the software on a new PC (leaving the existing VMP installation intact)
All pretty standard, you would think.
Neil
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What do you see under Settings -> Liensing section? Do you see Virtual Host licenses? Click on the number of available hosts, choose a key and try to assign on the host. Else, send me your account registration email or/and new serial number in the private message, I will check.
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The Settings > Licenses screen is displaying three buttons: Add Keys, Buy Now and Start Trial
Sync and Add Keys still doesn't function.
I'm sending the info in a PM.
Neil
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Neil, was your problem resolved?
I have the same issue and was hoping to see how it turned out for you.
Francois
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Hello Francois,
I've sent you instructions on how to solve the issue in PM.
Thank you,
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Hi Ekaterina,
I have the same issue, can you also send the instructions to me?
Thank you very much
volli
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Hello Volli,
I've sent you instructions in PM.
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Hi Ekaterina,
I have the same issue, can you also send me this instructions ?
Thank you very much
Stéphane,
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Hi all,
the issue has been fixed in the Update 1 (Build number is 3596). Please download the latest available build under your account and update your installation.
Thank you,
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I have the latest version of 12.5 advanced. I still having problems with synchronizing the subscription keys. This is my 1st time using the subscription keys, will I be able to move to the Perpetual license if needed?
Thanks
Don
ExpiresJun 1, 2017 – Apr 24, 2023
Acronis Backup Advanced Subscription license
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Hello Don,
Thank you for your posting! Are you getting any error messages? Would you mind posting a couple of screenshots.
As for the license types, it's not possible to switch from subscription to perpetual licenses and vice-versa. However, you can use different types of licenses in the same environment. If you use on-premise deployment (all of the product components are installed in your local network), you can assign perpetual licenses instead of subscription. Cloud deployment (the management server is located in one of the Acronis data centers) is available with subscriptions only, which means that once subscription has expired, you'll need to renew it to continue using Cloud deployment.
I'd recommend taking a read of 59467: Acronis Backup 12.5: Licensing and Upgrade FAQ that covers most of licensing related questions.
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In reply to Hello Don,… by truwrikodrorow…

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Thank you! The first thing to check would be connection to your account from the machine, where Acronis is installed. Please use Acronis Backup 12/12.5: Connection Verification Tool for that.
If the tool doesn't reveal any misconfiguration or closed ports, I'd report the issue to the support team and let them investigate it.
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In reply to Thank you! The first thing… by truwrikodrorow…

Thanks for you help! I'm now waiting on support.
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I'm so tired of this crap. ACRONIS WAS the best backup software I every used until now. I have yet to receive any helpful support from the Acronis support experts. I would like a REFUND for my 12.5 advanced subscription as I STILL cannot sync. I had to by the NON-subscription version of 12.5 so backups can be done.
How do I go about getting refunds for my 12.5 advanced subscription?
I also will NEVER buy an subscription service again from Acronis, I plan to cancel my home version subscription also. What happen? did someone buy you out and is now trying to make more money by cutting cost?
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Hi,
I'm at the end of my rope with support! I have been on the phone for hours and had support remote connect into my PC for hours with still no results!
The big question now is how to I apply to get my money back, I cannot find a customer support e-mail address for this problem only technical support. Does anyone know how to contact customer support for the 12.5 problem when your product is useless and want a refund?
Please help.
Thanks
Don
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