Upgrade license not accepted
What happened to the reliability and simplicity that True Image so nicely delivered? I bought Advanced Workstation with Universal Restore and continually had to close Manager not running issues until I just stopped using the software.
I upgraded to 11.5 thinking it might have a more selective install and now I've wasted two and a half hours installing, uninstalling, reinstalling to no avail. I simply cannot get the install program to accept my new license even when I put all of the licenses I have in the silly box.
It's annoying that paying customers have to put up with faulty license check programs because some dishonest person wants to steal your software. I didn't get to do my backup and now can't use 11 or 11.5 because it's hung somewhere in the middle.
Oh and chat was another waste of 45 minutes watching the little blue progress bar go nowhere.
Hello Dwight Billman,
My name is Loic and I will definitely help you.
I am sorry that you are facing difficulties with our software but I am sure we will resolve the issue.
As far as I understand your are trying to upgrade over True Image licences with Acronis Backup and Recovery 11.5 licences.
Please could you specify what kind of former licences (True Image licences) do you have ? and what is your operating system ?
Please see below our upgrade table :
http://kb.acronis.com/content/35312
Please let me know if you have additional questions.
Thank you.
__________________
Loic Toussaint | International Support Professional
Acronis Customer Central
www.acronis.com/support
Note that you can quickly find the answers to your questions in Acronis Support Knowledge Base at http://kb.acronis.com.
Our mission is to create customer success. Our management team welcomes your comments and suggestions about how we can improve the overall support we provide to you. Please send your comments, suggestions, or concerns to Managers@acronis.com
No, I liked TruImage and found it very easy to use. I upgraded to v11 and never had the time to figure out the Management Console message I got on every reboot. I have now tried to upgrade to 11.5 hoping it would allow selective install but did not succeed because it keeps refusing my license.
When the program uninstalled 11 it failed and now it's stuck in limbo with 11 partially uninstalled and refusal to accept the upgrade key.
When I decided to download 11 and re-install it I keep getting an error the install program is invalid.
I have Windows 7 64 Bit
You didn't answer both times the question about licenses you use. If you can open a support ticket, you can specify them in it, and the name of installer .exe you user, and maybe even screenshot of the error message. Here you can't post you exact license keys, so I asked about their names, if you registered them under your account. This may give a clue why they are not accepted.
Dear dev-anon and Dwight Billman,
Thanks bot of you for your replies. And a special thanks to dev-anon for taking time to answer queries on the forum.
In your situation Dwight Billman, I recommand you to directly contact support. Please indicate in your assistance application all your Serial Numbers or the e-mail address on which your registered them on your Acronis Account.
You will find all available support options in our Customer handbook.
If there is anything I can do for you please let me know,
Best regards,
Loic Toussaint | International Support Professional
Acronis Customer Central
www.acronis.com/support
Note that you can quickly find the answers to your questions in Acronis Support Knowledge Base at http://kb.acronis.com.
The first mistake was upgrading from True Image to
Acronis Backup & Recovery 11 Workstation Standard + Universal Restore (English)
8SRG37B8-.....
which always gave me an error that the console didn't start every time I started my computer.
The second mistake was upgrading again thinking I'd be treated like a paying customer and not have to jump through faulty licence hoops.
Acronis Backup & Recovery 11.5 Advanced Workstation Universal Restore Standard (English)
8SKBL8KY-.....
I'm not even able to make a bootable media with these broken licenses...
see attached jpgs.
Notice the cursor position is separated from the last character. The whole thing is weird. I'm not stealing your software, just though I could have reliable, bare metal backup.
Now it's clear -
Acronis Backup & Recovery 11 Workstation Standard + Universal Restore (English) - it's a working license for version 11, a base license plus an UR addon in a single license key.
11.5 Advanced Workstation Universal Restore Standard is not an upgrade - it's a separate addon to 11.5 base license that you don't have. Moreover, it's for different edition than you have - Advanced vs standalone ( 11 Workstation Standard is standalone because there is no 'advanced' word). If it was purchased from Acronis site, you have to refund it as you don't need second base license (unless you have another computer), you can then replace it with an upgrade one (may be two separate upgrade licenses, for base and for UR). If you have an active maintenance program, you could have upgraded to 11.5 without purchasing upgrade, and probably you can refund it and obtain and upgrade to 11.5 at no cost.
Hello both of you,
Thank you both for your comments.
Dev-anon is right.
Acronis Backup & Recovery 11 Workstation Standard + Universal Restore is not an upgrade license. A Standard license of Backup and Recovery + the add on Universal Restore.
You do not need any previous license to install the software.
Acronis Backup & Recovery 11.5 Advanced Workstation Universal Restore Standard is the add-on only. You can not install Acronis Backup and Recovery 11.5 with this license only. You need to have Acronis Backup & Recovery 11.5 Workstation Standard or upgrade.
In your situation, you should contact our Sales Representative at +1 877-485-3240 to help you change your licences for the right once.
You need the following license :
Acronis Backup & Recovery 11.5 Advanced Workstation upgrade + Universal Restore upgrade.
After your have made the change, please refer to this article of our Knowledge Base to install your product :
http://kb.acronis.com/content/35216
If there is anything I can do for you please let me know,
Best regards,
Loic Toussaint | International Support Professional
Acronis Customer Central
www.acronis.com/support
Note that you can quickly find the answers to your questions in Acronis Support Knowledge Base at http://kb.acronis.com.
Well, I also have this license:
Acronis Backup & Recovery 11.5 Advanced Workstation Upgrade (English)
Typically, I get an email that an upgrade is available for software I've purchased, for example, Photoshop. I pay my money, download the software, enter the license info and I'm good to go. I didn't know I had to research all the ins and outs of this product before I upgrade in response to a solicitation email. I simply wish to backup and restore bare metal.