ABR11 upgrade - license issue

Hello Rayner,

Thank you for your post, I will be glad to help you!

You're correct, the issue is supposed to be fixed, and in case it re-occurs we need to investigate it. In order not to waste time I would like to offer you a workaround: I will contact you via PM with the details.

Meanwhile I'll send your comment to the Development team, they will work on reproducing the issue.

Please let us know if there's anything else we can help you with.

Thank you!

Hi, i have the same problem with upgrading from Acronis Backup&Recovery Advanced Server Virtual Edition to Acronis Backup&Recovery 11 Virtual Edition Upgrade + Universal Restore - "The license key is incorrect. Please enter a correct key."
Even if i try to upgrade agents locally.
What can i do?

http://kb.acronis.com/content/22222 There is a new build with the same number available for download.

Components to update
• Acronis License Server [v. 10.0.13545 -> 11.0.17217]
• Acronis Backup & Recovery 11 Management Server [v. 10.0.13545 -> 11.0.17217]
• Acronis Backup & Recovery 11 Agent Core [v. 10.0.13545 -> 11.0.17217]
• Acronis Backup & Recovery 11 Storage Node [v. 10.0.13545 -> 11.0.17217]
• Acronis PXE Server [v. 10.0.13545 -> 11.0.17217]
• Acronis Backup & Recovery 11 Agent for ESX(i) VirtualAppliance [v. 10.0.13545 -> 11.0.17217]
• Acronis Wake-on-LAN Proxy [v. 10.0.13545 -> 11.0.17217]
• Acronis Backup & Recovery 11 Tray Monitor [v. 10.0.13545 -> 11.0.17217]
• Acronis Backup & Recovery 11 Management Console [v. 10.0.13545 -> 11.0.17217]
Components to uninstall
• Acronis Backup & Recovery 11 Agent for Windows [v. 10.0.13545]
• Acronis Backup & Recovery 11 Bootable Media Builder [v. 10.0.13545]

why i cant upgrade agent and media builder?

The new build obviously doesn't solve the problem for everyone. Acronis told me they will send a new upgrade key and hopefully that will solve the issue.

Thank you!

Got the new license key and the issue was solved

Thank you for your comments, guys!

I've contacted our Web team. Apparently there was some issue with the server, and it partially provided Customers with the previous build that contained this issue. Currently this problem is reported to be fixed as well. Please accept our sincere apologies for any inconvenience caused.

We would highly appreciate if you could keep us posted regarding the issue state and notify immediately in case the probem reoccur.

Thank you once again for your patience and cooperation.

I have the same Problem here.

I redownloaded AR11 (at my account 11.0.17217 21.06 is still the only version available) but i can't submit the Virtual Server Upgrade Licences to the Licence server.

Im using atm the BR11 Trial Keys as a workaround so the backups wont fail.
Btw do i really need to reinstall B&R11 at all servers from our customers again to solve this problem? Thats not acceptable.

Greetings

I still have this problem.

When downloading 17217 from my account, I get the previous version (signed at June 20, instead of June 22).

I have an open support issue on this. Hope they will send me a valid upgrade key or a fixed installer.

Remco Ros

I have the same problem. The license server has all the licenses and shows they are avaliable, but when installing Acronis 11, the next button stays greyed out. I have tried all the suggestions online, but still cant get Acronis installed.

Hi Lara,

Please right click on your ABR11 install file, select ‘properties’, click on the ‘Digital Signatures’ tab and check that the timestamp of the file is June 23, if it’s an earlier date I would suggest re-downloading the install file and trying again. If you already have this date it might be best to contact Acronis support about the issue and sharing your findings with us would be appreciated.

A nice easy way to log a case it log into your Acronis account then click on “My Support Requests” then “Submit New Case” and follow the prompts. (extra help can be found using the following article: http://kb.acronis.com/content/22625)

Thank you for your reply.

The timestamp is the 20 June. The only file I have avaliable for download is the same build, but dated 21 June. Would this be the correct version?

Hi Lara

I've just downloaded ABR11 to double chek the date and the certificate date of the installer should be 24 June for ABR11 Advanced.

If you have ABR11 advanced version and your date is 20 June I would recomened re-downloading the installation as there was an initial issue with the files when they were first uploaded last month but corrected a couple days later.

Hear is a KB article about the issue: http://kb.acronis.com/content/22222

These links should work to get the file dated 24 June if you are having any issues (yes it's a trial version link BUT you can enter your license keys as well!):
Full installer: http://download.acronis.com/trial/ABR11A_trial_en-US.exe
Web installer: http://download.acronis.com/trial/ABR11A_web_en-US.exe

Please report back how you go with the updated file.

Thanks so much. I'll download now and let you know if it worked.

Still doesnt work.
Im attaching a screenshot incase I have done something wrong.

Hi Lara

Thanks for the screenshot...

I see in the background you have the following items listed in your license server:
- ABR 11 Universal Restore for Advanced Server (UPGRADE)
- ABR 10 Universal Restore for Advanced Server (Full License)

- ABR 10 Advanced Server (Full License)

I believe you are missing the base products upgrade license? which should be:
- ABR 11 Advanced Server (UPGRADE)

You should have 4x keys in total (both ABR10 keys and the coresponding ABR11 upgrade keys).

Please re-chek your Acronis account and perform a license upgrade on the base product or if you already have the key please eneter it into your license server and things should start working...

Also ensure the licenses are not marked as being (Used) and are (Free) and ready for use, which should be the case but worth checking... sorry don't have access to an ABR server right now so can't check the colum headings for your screenshot to see what the three numbered colums refer to on the right side of the screen.

P.S. If you are having issues with your licenses please contact Acronis support using the following URL: http://www.acronis.com.au/support/contact-us.html they will beable to check your licenses and generate a new key if it's required (I find the "Chat" option to be good and fast!)

There are definatly only 3 licenses on my account. They are also marked as free in the license manager. I'll have to log a support case.
Thanks for your help.

Hi Lara... no problems.. Just some extra details if not already tried:

Refer to the following KB article on how to generate the ABR11 upgrade key:
http://kb.acronis.com/content/2907

If this is what you have already tried and run into issues of some kind keep going with the support issue (the Live Chat option should be nice and quick!) - Also make sure you perform the steps above for the ABR10 Base product (the UR option has already been upgraded!)

Good luck!