[MAJOR ISSUE/BUG] ATIH 2016 build 5586; after uprading requests serial number and reactivation and mess results
On two on my systems when I updated to build 5586 it did not recognise that I had a previous install; it recognised my account but asked for serial number to be entered. After doing so all backups were inactive and there was a button on right-hand bottom of the screen for 'reconfigure'.
This has probably broken all scheduled backups and I suspect reconfiguring and then running them will cause issues.
I was correct, backups to cloud start from scratch - 2 computers x 2 to 3 days. Not impressed.
Ian
Hi Colin
I downloaded the full installation file and ran that file. I did not update fro within Acronis or using the so called web installer.
In one case I had to do a new i nstall because the installaton would not load = error message 'cannot create datad base'.
Ian
Ian,
Mustang mentioned something to me which might explain the activation issue. It looks possible that for those of us who had a subscribed to the beta the system auto converted it to the RTM build, and as the beta has now officially finished they have removed the beta, but also the serial number and activation record in our accounts, though it must be on another database somewhere.
I only mention this, as the 2016 RTM entry in my account has disappeared (along with the RTM serial number) and coincided with the availability/downloading of build 5586.
Hi Colin
Neither of these systems were used for beta testing ATI 2016. When ATI 2016 was released, I updated these units from ATI 2015 Unlimited to ATI 2016 Cloud and when I did so I think I had to enter the new serial number (it is a few weeks ago now so I cannot remember clearly).
I am at a loss to understand what happened.
I can understand that the re-installation of ATI with updated version may have had issues, but not how it happened with an update.
Of the two in place updates, one had an AMD based main board (did not work) and the other an Intel based main board. Fortunately the mission critical rig was the one where the update went smoothly.
Ian
I am perplexed. On one of the afflicted PCs for the cloud backup I clicked on reconfigure, then click on save and backup option was back. I then clicked on backup and eventually it said that the backup would take 2.5 days. That would have been about 5.00pm Melbourne (Aus) time yesterday. When I check at about 7.30 am this morning the backup had completed. I clinked on recover files and was taken the www interface and was able to navigate around the backup without difficulty. So it appears to have worked.
Just did the same with the other PC which had this problem (started task at about 10.15 am) and it again says backup will take 2.5 days. The existing backup is 48.9 gig.
Ian
Exactly what do you mean by "update manager"? Please describe how you start that. There is no Start Menu icon with that name. No in-program option that I could find. I have True Image 2015 and it has an Upgrade button on the Account tab, but when I click on it, it simply lists options that cost money. I have never seen an update manager, and TI has always asked me for more money when I click in-program buttons, even when my serial codes have been eligible for updates.
Exactly what do you mean by "update manager"? Please describe how you start that.
Unless you have deliberately disabled the update manager within TI 2015/2016, it should automatically notify you of an available update. You do have to actually open the GUI for this to work. I haven't seen it work as yet without starting the GUI.
To run the updater independently - open the True Image folder (by default) c:\Program Files (x86)\TrueImage Home find the 'liveupdateinstaller.exe'.
I can't double check that this works as my copy of TI2016 has just deactivated itself
I've just realised, are you talking about upgrading from TI2015 to 2016 (for example) or updating a build from TI2015/16:yyyy to TI2015/16:zzzz ?
IanL-S I have a similar behaviour. Those machines that are now not activated. Have they been activated using the Acronis 2016 beta license key once?
Karl,
My what was RTM serial number has just deactivated itself this morning. I think at this moment the Acronis Activation server is down.
Hi Colins, could be haven't checked this in detail.
Hi Colins, could be haven't checked this in detail.
My beta test version is now informing that it is de-actived and have 30 days left
O well end of the line, so no point carrying on finding issues and reporting / testing
IanL-S I have a similar behaviour. Those machines that are now not activated. Have they been activated using the Acronis 2016 beta license key once?
Hi Karl, the ones I had issues with used never ran the beta or used the beta serial numbers; they were upgraded from ATI 2015 Unlimited to ATI 2016 Cloud, so it had nothing to do with the deactivation of the beta serial number.
Ian
Hi Ian, thanks for your confirmation. I still have issues with my some of my activated licenses so either as Colin said the activation servers are not working properly or something else causes this issue. In my license dashboard one of my key got removed, I think this was the beta license but what worries me most is the message I receive when I want to manually activate the license. I have bought my license from the same store I buy them since many years and I got redirected to that seller when I buy a license from the Acronis page
At the moment I cannot tell any reason and I am sure that Acronis will be able to solve this problem.
"My beta test version is now informing that it is de-actived and have 30 days left
O well end of the line, so no point carrying on finding issues and reporting / testing"
I can confirm that one of my RTM license have been deactivated but it is still in my dashboard. So I think I share the same problem with Ian and Colin.
ATIH 2016 and now also Windows 10 (information center) keeps informing me that my license is not legit.
Please respond @Acronis. I need a solution within 25 days before my license expires and I probably loose functionality.
I was a beta tester for True Image Home 2016. When the beta test was over I received an update that purported to post True Image Home 2016 to my account. Now my account shows no sign of 2016 for three users. A message on the Account page in the program says, "The activation failed. Please try again later. Days remaining: 23." I have tried reactivating for several days and nothing has changed except the day countdown.
I too need a solution to this issue.
Kerwin, I am not sure of the exact nature of your problem. The ATI 2016 Cloud licence codes used for beta testing have expired. If you also had an ATI 2015 Unlimited you should have had an ATI 2016 Cloud licence number added to your account (with same expiry as the 2015 Unlimited).
In my case the beta licence first reverted to non-cloud version then disappeared.
Ian
Ian, Sorry my message wasn't clear. My issue is that I thought I had registered the serial number during the beta testing process, but it is nowhere to be found in my account. As you can see from the attached screenshot, I now have 22 days left. During the beta test process, I received two different True Image Home 2016 programs with two different serial numbers. I am presently not able to register with either serial number. There doesn't seem to be any way to send a message to support, so I am hoping that someone can help me get this problem resolved.
I am not using the Cloud, so I let it expire.
Thank you for willingness to assist.
Kerwin
Kerwin,
Look again at your listing of serial numbers and I believe you will find a new one there lsted as the 2016 Cloud for 3 computers.
It was copy of the "cloud" softwae that the beta testors were promised--based on this excerpt.
---------------------------
beta forum excerpt:
"We are happy to announce the availability of a Beta release of Acronis True Image 2016 with exciting new features.
All beta testers receive Acronis True Image Unlimited Cloud for up to 3 computers and 10 mobile devices."
I don't know for sure but you may be able to put the serial from your cloud gift
into the existing installation.
Here is a link to the forum moderator.
https://forum.acronis.com/user/180087
I am not very satisfied that no one from the Acronis staff is replying to this thread. My license problems are still not solved and I cannot help myself as I have no clue why some installations got deactivated!
21 days remaining on 2 computers and counting!
I also had registered the serial number during the beta testing process, but it is nowhere to be found in my account.
Looked at listing of serial numbers and I didn't found a new one there listed as the 2016 Cloud for 3 computers.
It was copy of the "cloud" software that the beta testors were promised--based on this excerpt.
---------------------------
beta forum excerpt:
"We are happy to announce the availability of a Beta release of Acronis True Image 2016 with exciting new features.
All beta testers receive Acronis True Image Unlimited Cloud for up to 3 computers and 10 mobile devices."
As I had mentioned in another part of this forum, there was indeed an RTM entry and RTM serial number in my account. When the beta finished this removed the TI 2016 entry (leaving the Cloud entry in my case) and the RTM serial number. This serial number now reports as 'cancelled' and 'deactivated'.
I believe something went awry between the beta finishing and allocated RTM serial numbers and the code changes made to the various Acronis websites.
I have received no reply to my post in another part of the forum concerning what actually happened.
As there is no way to change serial numbers (that I can see) on an installed build of TI 2016, it looks as though I will have to uninstall 2016, possibly wipe all registry entries (I haven't tried this yet) and attempt a reinstall. I'm assuming the 'Cloud' serial numbers allow use as a standard hardware destination in addition to the Cloud option.
After some deeper research, I think I have now worked out what occurred! Mistakenly when the RTM build came out, it appeared in accounts but still had the beta serial number attached. When the beta was officially withdrawn, the 2016 RTM build entry disappeared as the attached serial number was for the beta, not for the RTM build as I had thought.
As there is no way to change serial numbers (that I can see) on an installed build of TI 2016...
Under the Account tab in TI2016, click Show serial number, paste in the serial you want to change to and click Change.
The first time may fail, so repeat if needed. :)
Thanks Roger, but I only get the option for offline activation.
The problem is most likely with the Acronis server. Open a support ticket. I had the same problem and they fixed it on the activation server.
I did some fiddling with my system last night and managed to get 2016 back to a 'no serial number' state. It then went away interrogated my account for serial numbers and then auto installed and activated the number.
There is an oversight by Acronis, on being able to enter a correct serial number once the activation server has deactivated/blacklisted a number. It can be done but is not a process recommended for end users.
Hi Colin I can confirm what you said so far in post #23 and later.
I actived 3 computers with the BETA key but only one out of three reports to have no valid license. I cannot find to change or even view the used license number in ATIH 2016 - in previous installations of ATIH the used key was visible in the Help Tab > "About" window.
The BETA key has been deleted from my account still only 1 of 3 computers report to have valid license - this should not be the case in the first place
I cannot change it using offline activation either.
--
The other problem I have is about one computer (out of 5) that reports to have no valid license either. But this computer was not activated with BETA key but new ATIH 2016 license. This license is still in my account inventory. I have no clue whats going wrong atm and writing with Olga.
If anyone opens a ticket please let them know about this thread and that Olga and Anna are also informed about my problems.
At the moment I don't have the time to fiddle around with Acronis support moreover as I am sure that the problem exists in the backend of their licensing server or the polling process. I am pretty sure as this is the only way how to explain why 2 computers using a BETA key still operate while they shouldn't.
After my PM to Olga something changed. Now also the other computers that previously were still active with the BETA key are reporting "activation" failed.
100% they changed something as the one computer I reported here has a remaining time of 20 days while the other 2 have a remaining time of 30 days, so get deactivated by today.
At least the BETA key is now correctly handled and consistent. Still I cannot change the key to a valid one before the end of the grace period.
Still the other reported computer with the valid license is not activated.
OK, I see it's not just me where my Acronis 2016 has failed. My account shows the license and my program tells me my subscription is due to expire on December 17, 2015. Considering I never used the Cloud portion of the program, I'll probably just go with the standard version of the program at that time.
I have installed the web version of 2016, the 5586 build and the 5576 build . They install OK but when I start True Image 2016, the computer just goes into neverland and True Image never starts. Any suggestions?
Check task manager under processes and look for Acronis True Image Home. Does it show not responding? Does it show more than one instance of ATIH running. If so, end end task and try launching ATIH again.
You could also try a repair installation. Just run the program and you get option of uninstall or do repair, select repair.
Ian
Thanks all - your posts helped. I checked task manager and I had three processes running because it takes a long time to start up . So, I wasn't patient enough. So, the "Terms and Conditions" Screen for User agreement got hung up. Once I cleared the extra processes I was able to get the user agreement agreed to and then could finally put in my install key. All is running but it is a very slow starting app. One needs to be patient when first starting it. Thanks Again
Hello Olga, any news on the licensing problem / prevention to reassign a license?
Mine keeps telling me my key is invalid. The same key that's in my account on the Acronis website. The one I got earlier this year for 3 computers and only installed on one. It also tells me that my subscription is due to expire in December and I have 26 days left on the invalid installation.
I am totally confused.
I just downloaded the latest build, #5620, and that solved my issue with licensing.
When i entered the serial number before i got "Incorrect serial number" but now it works and i could change the license from "TI Cloud 3 Computers" to "TI Cloud".
Mine keeps telling me my key is invalid. The same key that's in my account on the Acronis website. The one I got earlier this year for 3 computers and only installed on one. It also tells me that my subscription is due to expire in December and I have 26 days left on the invalid installation.
I am totally confused.
Hi Patjade,
Did you sign up for backing up to the Cloud using Acronis True Image 2015 and upgraded to Acronis True Image 2016? Did you confuse the keys between 2015 and 2016? When exactly did you buy Acronis?
I am now 100% sure that the problem is the installation is missing a key at all, so the forced deletion / expiry of the beta key was the root for my problem.
In build 5620 there is now an option to review and actually change the used activation key - but the problem still persists. When I click on "change" the window will just close without letting me changing the serial number.
In addition the un-activateable key is listed as "valid (green check) in the window where on can review the activation key.
Acronis True Image Cloud 2016
Computers
3
Buy more
Cloud expires
Dec 17, 2015
Renew
Space used
0 GB of
Downloads Product keys Documentation
I bought it in December of last year. I copied the registration key from my account and inserted it, but still get that the key is not valid and that my version is not genuine. It started last week, about the time other people are having issues.
I am having the same issues as Karl, above me. I have been using Acronis since 2011.
Acronis True Image Cloud 2016
Computers
3
Buy moreCloud expires
Dec 17, 2015
RenewSpace used
0 GB of
Downloads Product keys DocumentationI bought it in December of last year. I copied the registration key from my account and inserted it, but still get that the key is not valid and that my version is not genuine. It started last week, about the time other people are having issues.
I am having the same issues as Karl, above me. I have been using Acronis since 2011.
*** UPDATE *** I went in and re-entered the SN# by copying and pasting from my account and that worked. So this is resolved. ***
did you click on "change" before pasting the new serial number?
Hello Community, hello Acronis Support team,
I have news in this regard. I was finally able to solve my activation issues. Albeit I have to say that the UI is rather confusing. We have 3 options:
SHOW serial number
SOLVE activation problems > retry
SOLVE activation problems > offline activation
It find it quite non optimal that a user has to click on SHOW serial number in order to SOLVE an activation problem due to an expired serial number - especially as the expired serial number has a green checkmark (refer my screenshots above)! Today I realized that I am actually not only able to VIEW but also to edit and being able to replace the serial number and hit "change" (as reported it did nothing when I hit it)
Imho the UI needs to be more clear here. Suggestion:
introduce
SOLVE activation problems > change serial number
this window will show the current license just as in show serial number but also contain a blank line where the user is requested to enter a NEW number and a change button there. OR simply rename the button SHOW serial number to SHOW / CHANGE serial number but from the programmatical logic I don't see why we have another button with "solve activation problems" then.
After all the serial number should NEVER show a green checkmark when the serial number is expired or revoked!
Thank you very much for a change in advance and hope you understand why I am quite upset about this as it was rather easy to solve and explain but it took some time and a kind of self-help philosophy after updating to b5620.
I agree that the process is unwieldy. On Saturday my ATI 2015 Unlimited serial number (ATI 2016 Cloud upgrade) expired and it took we a while to replace it with a new serial number. I also had issues with expired serial numbers having green tick. Also it appears (at least with the cloud version) you have to register the new serial number first.
This needs to be fixed.
Ian
Thanks for joining the case Ian!
Hi All,
I have a question concerning the issue you are facing. You have been brought up saying that you can download the new version and let the new version uninstall the previous version, and yet the previous version's information remains, which is causing you problems.
Question: Why not log into your Account, download the new version; uninstall the old version, reboot and run a Windows Registry Cleaner, while Acronis is not installed, reboot and install the new version and activated it, using the proper serial numbers?
You have an Acronis Image to fall back on, in case my way, doesn't work. But I never had a problem with Activation doing it the way I described.
By the way I used Glary Utilites and CCleaner- Free Version.
Hi thecreator,
basically because there are solutions, as introduced with patch b5620 and there are workarounds. Whenever possible I will refuse to use workarounds. This is also valid to avoid the usage of 3rd party cleanup and especially registry cleanup tools, which cause mostly unpredictable sideeffects. Since the Windows registry got introduced things changed a lot.
Agreed the Windows Registry is a black hole of avoidable duplicates and unnessecary content, as sheer mess of IT software engineering
examples? There is a key called HKLM > Policies > Microsoft and then HKLM > Microsoft > Policies. This and many other examples lack any sense. Like there still exist Windows NT trees or "Windows Messenging Subsystem" both still actively used parts existing since NT 4.
However just because the complexity of this registry it is actually hard to code an application that will sufficiently cleanup anything within this Windows registry without any damage and backslahes you might or even not might experience immediately or even much later.
In a short: I love CCleaner but I don't use Registry Cleaners.