ABR11 Windows Server Advanced SBS - Backup Fails - error: "The feature is not available"

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 1
Comments: 5

My backups have stopped running with the error indicating that there is no license.

When I go to License manager it list the versions installed, but no license key shows.

I have tried to add the license and get the following message:

---------------------------------------------------------------------------------------------------------------
Error
---------------------------------------------------------------------------------------------------------------
Details:
Code: 18,022,411(0x113000B)
LineInfo: 0x1BF9AE41893052F3;

Module: trueimg_remote_full_vs
Message: Failed to import the license key.

Code: 18,022,409(0x1130009)
LineInfo: 0x62D160307CD0D030;

Module: trueimg_remote_full_vs
Message: Failed to add the license key.

Code: 18,022,418(0x1130012)
LineInfo: 0x28D66C321428C871;

Module: trueimg_remote_full_vs
Message: No licenses have been added to the license server.

Code: 32,505,865(0x1F00009)
LineInfo: 0xA4D3FCEFA27535AE;

Module: ag_licsrv_vs_s
Message: Cannot retrieve information from the license. Make sure that the license is correct and try again.

Code: 32,505,874(0x1F00012)
LineInfo: 0xA3ECC28793B852D;

Module: ag_licsrv_vs_s
Message: The license is already imported to the license server.

---------------------------------------------------------------------------------------------------------------

This seems to indicate that the License Server already has those licenses, so it won't install them again. But it can't find them when the backup job runs. WTF?

Unfortunately the keys are also not listed in the license manager, so I cannot "revoke" or "remove" them, and add them back, as those choices are grayed out.

Oddly enough this problem started a few days after my support contract ended.

Any ideas?

Thu, 05/17/2012 - 19:00
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Posts: 27
Comments: 1940

If you run 'old style' license server console from "C:\Program Files\Acronis\LicenseServer\LicenseServerConsole.exe" , does it see licenses?

Thu, 05/17/2012 - 21:25
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 1
Comments: 5

Yes, I see the licenses there.

I removed both licenses, the original ABR10 Advanced SBS and the ABR11 Advanced SBS,

Then, stopped all Acronis services and restarted them.

Next, I used Add License in that console to add them back. Import from file. Both licenses added successfully.

Lastly, I reboot the server, then look at the License Server (built in). It now shows both licenses, 0 Used, 1 (each) Available.

How do you get them from Available to Used?

Started the Incremental job that was failing. Failed again with the following error:
--------------------
Log Entry Details
--------------------
Type: Error
Date and time: 5/18/2012 8:04:27 AM
Backup plan: Morpheus Incremental
Task: Incremental backup
Code: 20,250,685(0x135003D)
Module: 309
Owner:
Message:
Command 'Backing up' has failed.
Additional info:
--------------------
Error code: 61
Module: 309
LineInfo: 4a8728dc8a1c94f4
Fields: $module : service_process_vs
Message: Command 'Backing up' has failed.
--------------------
Error code: 1
Module: 408
LineInfo: 9418a040040a4e8a
Fields: $module : disk_bundle_vs
Message: The feature is not available.
--------------------
Acronis Knowledge Base: http://kb.acronis.com/errorcode/

Event code: 0x0135003D+0x01980001

--------------------

Fri, 05/18/2012 - 13:12
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Posts: 0
Comments: 82

Hello J H,

Thank you for taking the time to post on our Forum, we really appreciate your efforts to provide us with the informative diagnostic details.

We apologise for the inconvenience caused by the license usage issue you face at present. However, I will be very glad to provide you with the necessary steps to solve your issue and resume with your backup operations.

It seems that the License Server cannot communicate with the Agents that would need a license in order to carry out backup tasks such as your Incremental backup task. Therefore, what I suggest is that firstly we attempt to communicate with Acronis License Server through the Command-line utility from inside the Agent machine. We may do this by providing the "ping" command from the Agent machine to the machine where Acronis License Server resides. Please issue the below command to determine whether the License Server is accessible by machine name:

- ping <License Server machine name>

If Acronis License Server is not accessible by issuing the machine name where it resides, then as an alternative method, issue a second ping command this time trying to access it by IP address:

- ping <IP address of machine with License Server>

If Acronis License Server machine is accessible upon issuing a ping command by IP address, then the next step to take would be to add the machine containing Acronis License Server by IP address. To do this please follow the simple steps below:

- In Acronis Management Server, go to Actions, Change License Server;

- Instead of machine name, enter the IP address of License Server machine;

- Re-add the Agent machine to Acronis Management Server.

Please see the respective Knowledge Base article for the continuation of the steps needed to successfully resolve license usage issues. On how to use the ping command, please see this Microsoft TechNet article.

May I kindly ask of you to notify me when the issue is resolved. Otherwise please inform me at your earliest convenience to further investigate the matter and provide you with the appropriate solution.

Please understand that we may not be able to answer all enquiries as promptly as when contacting Acronis Customer Central, therefore please be so kind as to bear with us while we try to assist each and every one of our Customers on the Forum.

If you do have further questions or require additional assistance please let me know, and I will be happy to help.

To purchase a support program should you need to contact Acronis Customer Central, see this Knowledge Base article for quick and simple steps on how to do this.

Kind regards,

Fri, 05/18/2012 - 16:44
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 1
Comments: 5

The ABR11 backup job and the license server are all on one machine. There is not a separate license server. It is able to ping itself.

I only have one license of Advanced and it is for this Windows SBS server.

I have used the tool mentioned in the second post above, to remove and then reinstall the license keys.

Read the thread again and you will find that I have already completed the steps outlined in the article you provided a link to.

I then have provided the results after removing the licenses, restarting Acronis services, adding the licenses, then rebooting the server.

The "Revoke" option is grayed out and is not available in the License Management under Tools.

The license pair is valid, and was downloaded from My Account on the Acronis website yesterday.

These same keys have been working for over a year for the ABR10 Key, and since the upgrade to ABR11 for that license key.

They were working until five days ago.

What is the next level of troubleshooting?

Fri, 05/18/2012 - 17:32
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 1
Comments: 5

There was also useful information in a prior post I made to this thread that has been deleted by the moderator.

I expect that this post will also be deleted, as it must be taboo for the world to know that the moderator deletes the entire post, even when it contains useful information, rather than editing out the part that was apparently offensive to them.

Had this information been available, perhaps we could be on to the next step already.

Fri, 05/18/2012 - 17:45
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 1
Comments: 5

I was able to resolve the issue with the help of Manojavam Shastry in the Chat Support Team.

Ultimately, they opened up Regedit in a remote session and changed an entry in:

HKEY_LOCAL_MACHINE_SOFTWARE_ACRONIS_MMS_CONFIGURATION_LICENSE: License Server Address

The Data field was blank, and they entered the IP address of the server having problems. (also the license management server in this case)

Then we went back to the License Management area and were able to apply the licenses successfully. Where the "1" was in the "Available" column before it is now a "1" in the "Used" column.

Still not sure what caused the issue to begin with, but very happy that it has been resolved. Still need to test it, but everything is looking normal again.

Manojavam indicated that they would forward details about the steps they took to the Forum team so that they could include the full report as part of this thread. The case number was 01580951, if someone on the Fourm team would like to backtrack in order to get this info in the public venue so it might do some good.

A KB article would be a thought as well.

Hopefully one or both of these things will happen.

Fri, 05/18/2012 - 19:11
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 0
Comments: 1

Thank you J H for posting this solution.

My problem started after my Managed Machine Server failed to start on a couple of reboots, not sure how it got starting again. My License Server Address was blank as well.

Anyhow since everything's on one machine here I was able to enter an IP address of 127.0.0.1 so any network changes would not likely affect it in the future.

Wed, 06/13/2012 - 03:38