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The license key has expired

Thread needs solution

This is a NFR key.
Installed is Acronis Backup & Recovery 11.0.17440
On the 19.3.16 the backups stopped working with the following error message.

ProtectCommand: Failed to execute the command.
Additional info: 
--------------------
Error code: 41
Module: 307
LineInfo: e6792a5ee190dd9e
Fields:  $module : agent_protection_addon_vs
Message: ProtectCommand: Failed to execute the command.
--------------------
Error code: 1
Module: 408
LineInfo: 9418a040040a4e8a
Fields:  $module : disk_bundle_vs
Message: The feature is not available.

When I try assign the NFR key I get this.
Code:  13,238,298(0xCA001A)
LineInfo: 0xEC81F6265C057E86;

Module: mms_vs
Message: Failed to assign the serial key.

Code:  13,238,277(0xCA0005)
LineInfo: 0x9641D5A26DDF9A0A;Module: atie_license_addon_vs
Message: The license key has expired.

I also see this error when I try to remove the license.
See attachements.
I was infomed by support that NFR keys don't expire.
Well I think this one has.
I need help here getting frustrated trying to work it out.

Attachment Size
licensing_server.jpg 253.1 KB
acronis_license_expired.jpg 124.47 KB
1 Users found this helpful
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Posts: 250
Comments: 7092

Hello Sean,

Thank you for your posting! The standard NFR keys are valid for 24 months. You can request new NFR leys using Acronis Partner Portal after the old keys have expired. Here you will find additional information. 

Thank you,

 

 

Hi Ekaterina, I was informed by my Acronis account manager the NFR keys don't expire. See email below.

Hi,

You do not need to receive a new set of keys as NFR license doesn’t expire.

Simply download the latest build from the partner portal to access new features.

Thanks.

Renewal FAQ: http://www.acronis.com/en-eu/business/renewals/

Important tooltip:

In order to ensure facilitation of support issue and having the correct support duration,

Customers are strongly encouraged to update their support program information after renewal. Please use below link on steps to do so.

https://kb.acronis.com/renewalselfupdate

Best Regards

Eugene Koh | Renewals Account Manager

Acronis Asia Pte Ltd | 8 Temasek Boulevard, #30-01/02, Suntec Tower 3, Singapore 038988

DID : +65 65717237

Fax : +65 6496 9219

Email : eugene.koh@acronis.com

Facebook: http://www.facebook.com/Acronis.APAC

I downloaded the latest build but this made no difference.
Funny thing is the NFR key for workstation is still valid. Just the key for Windows Advanced Server has expired. I don't know about any others as these are the only two I use.

Acronis Backup & Recovery 11 Workstation Standard + Universal Restore (English) Valid.
Acronis Backup & Recovery 11 Advanced Server Standard + Deduplication + Universal Restore (English) Expired. These are both NFR keys
So your telling me to obtain new keys as they are only valid for 24 months yet Eugene tells me they don't expire.
Can someone clear this up please??

 

 

Also the first link you gave is broken.

Requested page not found

The page you were looking for was not found. The link may be outdated, or you may have typed the address (URL) incorrectly.

frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 250
Comments: 7092

Hello Sean,

The NFR keys cannot be renewed like the standard keys - this is correct. However they have a limited lifetime. In some rare cases the Account Manager can set a different expiration date, but a standard NFR license is always valid for 24 months.  Time limit is calculated from the date of installation on a certain machine: e.g.  if a partner installs Acronis Disk Director 11 Advanced Server with a 2-year NFR key on March 31, 2013 the product will work with this key until March 30, 2015. I've checked your keys - time to live is set to 24 months for all NFR licenses. I'll clarify with the sales department why the incorrect information was provided to you.

The link works for me, here the full path:   https://kb.acronis.com/partnerhandbook

Thank you,

frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 250
Comments: 7092

Hello Sean,

If you are using your NFR keys for more than 24 months (time limit is calculated from the date of installation on a certain machine, so the expiration date may be different for every key) you'll need to obtain a new NFR license pack. In order to get a new license pack, please log in to Acronis Partner Portal. Then navigate to the Sales tab and select NFR & Trials option, here you will then see a link that says “My NFR Pack”. This NFR pack is free and valid for 24 months.

Please accept our apologies for the incorrect information provided previously.

Thank you,

Unfortunatly software is as only as good as the support for it and as good as Acronis software is the support for it is nothing short of appalling. 
It has taken you this long to reply leaving me with no resolution to this. The 1 NFR key I use is below and when I apply it I see the following.

Acronis Backup & Recovery 11 Advanced Server Standard + Deduplication + Universal Restore (English)
XHGPT9L8-PTV9DZU6-HZE3AGWG-PPCHE7NS-VLG7GYSZ-8A9UQES8-2ERCZRRF-6C7FKZUU

Code:  13,238,273(0xCA0001)
LineInfo: 0xEC81F6265C057DD9;

Module: mms_vs
Message: Failed to check the license key. The key is disabled.

Over the last 2 or more months we have gone from invalid to expired to disabled, lol what a joke. Oh well it's some sort of progress. I have downloaded the latest version from my account.
When I log in to the page you guided me to I see a list of all the software in the My NFR pack but no keys. The serial keys I have in my account are the ones that have always been there and have never changed from when I first signed up as a partner/reseller.  I go to My products and downloads and get all serials.txt. The list on My NFR pack only corresponds to some of the serial keys in the serials text file of which last time I checked the only one that works is Acronis Backup & Recovery 11 Advanced Workstation Standard + Deduplication + Universal Restore.
There are no NFR keys for Access or any of the other products.

I have obtained certification for Acronis Sales Professional + Acronis Access Specialist and Acronis backup specialist web-based learning and certification courses.
I have clients lined up to purchase licenses for Access and Backup Server Essentials but this does not instill me with much confidence.
These are the only license keys I have in my Acronis account > My Products and Downloads. Maybe I am looking in the wrong place???

Acronis vmProtect 7.0 4 socket (English)
SXJWZY39-44H4JWQE-FGM63UNE-SX62GNHP-P4ZLE4CC-GCBC7Z7S-RDVGAZWT-YPUD2BHS

Acronis Backup & Recovery 11 Workstation Standard + Universal Restore (English)
K4J9Q85E-PDEFZVT4-3EZ8FDHM-XBFKEYEX-K7727D3L-2QNQFSR5-GB6XSMY8-NQJM2SLL

Acronis Backup & Recovery 11 Advanced Workstation Standard + Deduplication + Universal Restore (English) Active
39UMBYFS-MJJJJBTE-C7PUZXX9-9F46MET5-4V4CWU6E-2WCNEAD3-73Z6LE7W-W49FQS9R

Acronis Backup & Recovery 11 Virtual Edition Standard + Deduplication + Universal Restore (English)
CU9WREY6-AC9YBCMV-HFMRDPVL-WPH7VZP6-4YB8VG4W-638GBDLS-LF5B86AK-R5KWR27U

Acronis Backup & Recovery 11 Advanced Server Standard + Deduplication + Universal Restore (English) Disabled
XHGPT9L8-PTV9DZU6-HZE3AGWG-PPCHE7NS-VLG7GYSZ-8A9UQES8-2ERCZRRF-6C7FKZUU

Acronis Disk Director 11 Advanced Server (English)
NR23JWWJ-88DKQ874-ZLJXN5HA-VWY2DCRJ-9A59H75B-YZBWSCDH-RQV9Q2KV-4ZTJL96Y

I don't expect you or anyone else to reply to this anytime soon. I might start looking at other backup software to sell to my clients.

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Posts: 250
Comments: 7092

Hello Sean,

Our VP of Global Renewals Megs Suratkal has mailed you on 8/3/2016 with detailed guidance (to the email address associated with your Acronis account @seanspcpower.com). Have you received this email? If yes, please respond to this email, so that our Renewal and Partner Care teams can help you directly. If you haven't got an email from us, please provide your correct contact details in PM, so that I can forward this inquiry to the dedicated team.

Please be aware, that Acronis only Moderates the forum and does not have a commitment for answering all questions posted on the forum.  If you are looking for certified Acronis Technical Support that you should submit a case by going to http://www.acronis.com/support/ and clicking on Contact Support.  Otherwise use the forum with the understanding that it is a community effort.

Thank you,