11639 upgrade - "Failed to connect to the license server" error

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Beginner
Posts: 4
Comments: 3

Just in the process of upgrading from 11133 to 11639.
Updated the license server without issue, then moved on to updates for Bootable Media Builder, Storage node and Management Console. During the first of these upgrades (Bootable Media Builder), I get 2 reports of 'failed to connect to the license server' in an error box, after which the install fails.
I then decided to un-install license server and install from scratch, but after this, running the BAR 10 updates once again, I am getting the same license server error and the update fails on the first component once more.

On checking, I see there is no BAR10 License server service within the Services MMC in Windows - is this normal? I can connect via the license server console and see all installed licenses along with usage etc.

Any help would be appreciated.

Best regards
Paul A

Fri, 04/16/2010 - 15:25
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Posts: 24
Comments: 3268

Hello Mark!

Welcome to Acronis Forum, we're glad you joined us! I completely share your concerns and will be glad to assist you.

Unfortunately due to the lack of diagnostic information it is difficult to identify the cause of the problem, but before we get started with investigation I would suggest you to try the following: 

  1. Uninstall all the components from the machines with the help of Acronis Backup and Recovery Clean Up Utility
  2. If possible, install the License Server onto any other machine
  3. Install the rest of the components specifying the path to the License Server manually

Should the issue persist, please kindly gather the following information: 

  1. MSI log
  2. Wireshark output
  3. Acronis info

After that please contact support directly. Should there be any procrastinatin with the reply - let us know, we will speed up the process.

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!

Fri, 04/16/2010 - 20:26
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Member
Posts: 3
Comments: 32

I cannot start the Acronis Management Server Service after upgrading to 11639, due to logon error??? Are you kidding me? I've been using the same logon account since I've installed it 11 months ago. I seriously hate this piece of shiet software.

Fri, 04/16/2010 - 23:50
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 4
Comments: 3

Your software update description suggests that by running the update, you can upgrade existing components without the need for an un-install. I have never managed to do this with any of the updates so far - I have always had to un-install all components and re-install from scratch, re-configuring everything from scratch also. For an enterprise product running in a production environment, this is simply un-acceptable. Fortunately I have only 6 backup nodes so un-installing and re-installing from scratch is only a slightly painful exercise. I simply would not be prepared to roll this out across a larger enterprise as the product has proven time and time again that the Acronis upgrade process does not work.
This is such a great shame as the software has great potential otherwise. As we do not pay for support, the 'contact support' option is not one I can pursue sadly. I will be following this up through the Acronis Sales rep though as we have never managed to get the product working 100% since we purchased it a year ago - and we started with the older Echo Enterproise version before moving to BAR10. With each upgrade we are told that the new version fixes the issues we have - to be honest I feel like a product tester rather than a customer. I was hoping this latest version would include the fix (as advised by Acronis) for the network throttling issue (which doesn't work if backing up to centralised managed vault). I hope that it does.
In the mean time - another round of wiping Acronis off the servers and re-installing everything from scratch.

Regards,

Paul A

Mon, 04/19/2010 - 09:02
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Member
Posts: 3
Comments: 32

Hi Paul, care to share your story with me regarding Acronis? I'm in the same boat as you. We purchased this software back in May 2009, and here, nearly 1 year later, it's been so buggy and full of problems. My support renewal is up and I've already told the rep that i wasn't planning to renew.

Mon, 04/19/2010 - 16:16
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 88
Comments: 4769

Hello all,

Thank you very much for your feedback and I would like to apologize for the inconvenience.

To make the update procedure less painful for you, I would recommend to contact our support directly and I am very confident, that our experienced support engineers through a remote session, will be able to update your components without the need for uninstalling the previous version.

Please let me know if you require additional assistance.

Thank you.

Tue, 04/20/2010 - 14:27
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 0
Comments: 1

Hi SP

I've had the same issue in regards to updating to the newest version, after updating the license server I was unable to update the rest of the components as it failed at the first object (Bootable Media Component), my solution was easy and quick. Rather than using the update feature, I clicked Install at the main menu (after updating the license server) and went through the step-by-step wizard, selected the products to install, partizipated in CEP, etc. etc. at the summary page you will see the installer finds out which products to install, which to update and which to remove (if any). At this point the installer succesfully completed the update and I'm now running the most recent version smoothly :-)
On another note, as we're running IPv6 locally on some servers to exchange information, connecting to the license server sometimes fails using DNS servers (as it resolves the ipv6 address, which doesn't seem to be supported by ABR, so putting in the IPv4 address seems to resolve this issue if you've experienced it).

- I know this is a bit of an old post, but seeing as it's the top result on a google search it seemed an appropiate place for my post :)

Tue, 06/01/2010 - 06:44
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 88
Comments: 4769

Hello Rene,

Thank you for your post and welcome to our forum.

I appreciate that you have taken the time to share your thoughts with us. I am happy that the issue was resolved for you.

Should you experience any issues or have any other questions, please do not hesitate to ask us.

Thank you.

Thu, 06/03/2010 - 15:17
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.