Serial number not accepted
On December 28th, 2020, I bought a licence for Acronis 2021. I received a serial number which I typed on request when installing from downloaded file. However, my desctop client still tells me that my version is a trial version, ending within 16 days from today. When I log into my Acronis account I am told that I have a valid licence until December 28th, 2021 (!). Leaving my account I am back with the trial version...
What did I do wrong - or what would I have to do ?
Hello Henning,
I see that you have a subscription license assigned to your account. For subscriptions to be successfully activated the PC needs to stay connected to the Acronis registration servers. Online license activation of Acronis True Image fails if the network connection to Acronis servers is blocked in the firewall software, Windows hosts file, router settings or by Internet Service Provider (ISP), please refer to https://kb.acronis.com/content/60964 fore more details.
Hello Ekaterina, I tried all of the suggested solutions - without succes. Meanwhile I run Acronis Essential on 2 Computers (according to license); one ist Win7, one is Win8.1. In both cases the license is not accepted.
There was no blocking in the firewall on both computers, nor in the file(s) hosts. I cannot see and have no influence upon the question whether my ISP blocks things. The Router doesn't block anything.
I ran Acronis Cloud Connection Verification Tool on both computers with best results. Protocoll files enclosed. EGON01 is Win8.1, EGON02 is Win7
Henning, activation also will fail if you are using either a Proxy server or VPN too!
I don't use Proxy or VPN. My ISP is the bigest provider company in Germany, Telekom. As I wrote I don't know and have no influence upon their whatever transmission methods.
This is getting too complicated for me. I will stop using Acronis - and will not recommend it.
I'll try to get my money back.
Dear Ekaterina, dear Steve,
after years of successfully having used Acronis on Windows 98, XP and 2000, I had confidence in a new installation for Windows 8.1 (and Win7).
However, installation and registration does not work in parallel on 2 most different computers - with different operating systems, different hardware and software.
I therefore have no reason to believe that my individual computers are the reason for not accepting the product key. The completion of the Acronis Cloud Connection Verification (KB 47145) should be my proof that my systems are working without failure.
When a product registration becomes so complicated that a normal user can no longer see or recognize why a registration is not working, something is wrong with the whole system.
Unfortunately, I can only come to the conclusion that your registration system - for whatever reason - is too complicated, that a perfectly normal consumer like me burns hours and hours for nothing.
In a final attempt, I will completely uninstall the Acronis installation (REVO UnInstaller), and then reinstall again. If that doesn't work either, you have, unfortunately, lost.
This is not a recommendation for the future.
Henning, you shouldn't need to use Revo Uninstaller to fully uninstall ATI 2021 as the normal Programs & Features process should remove all data. It shouldn't hurt using it either as will call the same uninstall process!
One further suggestion here:
Please download the MVP Assistant tool (link in my signature via the Acronis Community tools) and check the Licensing log on your system (before uninstalling or after doing a clean install if you see the activation failure).
The Licensing log may provide more information to identify why you have seen this issue.
Hi Steve, I followed your instructions after reinstalling Acronis new. Still the same problem.
Please find enclosed the log files as described. I don't know what they tell .....
Henning, thanks for the logs, the core error that is being repeated is that for a missing registry key value.
HKLM\SOFTWARE\Classes\AppID\{E7F904D5-83DE-43F6-8EF5-9443DF243CFA}
Key name: {6BC282EF-0B42-41FC-BBFD-B0C3C9A2E8D3}
I have checked my own PC with ATI 2021 and do not have the above Key at that registry location, so this looks to be unique to each registered PC (I do have other keys shown with associated data values for this entry).
Please check the same registry entry on your PC.
My initial thoughts here are to ensure that you have installed ATI using an Administrator account and that no security applications are preventing the installer from adding registry entries.
Hi Steve, I have the mentioned key in my registry.
All my programms are installed as Admin, but not in the Admin account.
By the way: is there a seperate German language forum ?
Henning, thanks for the screen image of the registry entry, but this does not show the key {6BC282EF-0B42-41FC-BBFD-B0C3C9A2E8D3} that the licensing log is failing to find!
I would recommend uninstalling ATI, check the registry to see if that entry remains, and if it does, then delete it before doing a new install of ATI.
There is a separate German language forum Deutsches Acronis Forum für Privatanwender
Dear Steve, this will be my last post in this matter.
I didn’t find the key {6BC282EF-0B42-41FC-BBFD-B0C3C9A2E8D3} on any of my 2 computers.
Meanwhile Acronis Support Centre (in Germany or Switzerland ??) has responded to my request.
Dimitar Martinov proposed the same measures that we already discussed here in the forum. I should then additionally also run various debugger modes…..
If the incorrect installation and registration of a program has such consequences that you not only have to carry out the steps you have described, but also unroll the computer for debugging and intervene in the registry, then something is very wrong with the program! Based on Shakespeare: There is something very, very rotten in the state of Acronis True Image 2021 registration.
…. And that’s where it ends !
I will not create debug logs because everything that is described there for me is – we call it: “Bohemian Villages”. Even if I am familiar with some things on my own computer, I am not a computer expert - but also not the dumbest possible user. The risk of making irreparable mistakes in the steps described is just too high for me. (see also below ...) Imagine a very "simple" computer user who just wants to install a program - a very simple program - as always, but otherwise has no idea of the inside life of a computer ... What should he do with all this advices?
And as I said, the problem is global. I have 2 computers in operation on which I have installed ATI 2021: one with Win8.1 and one with Win7. The faulty phenomenon is the same - on both devices - with different operating systems, different hardware and other software configurations!
That cannot be !
I bought a 2nd license for REVO Uninstaller 2 days ago. Same procedure as with ATI: product key via Mail, installation, entering the product key, log-in at the registration server, completed. Perfect. Works flawlessly. That's how it goes ! And just and only like that!
I uninstalled ATI 2021. Reinstalled once as a "normal" user. Uninstalled again. Reinstalled again in the admin account. During the last uninstalling yesterday evening (January 20th, 2021) the computer went down. The inherent Windows 8.1. repair console was not able to repair the damage - whatever may have caused it. Only because I had made a backup and a recovery DVD when I first installed the ATI 2021 right after purchasing it, I was able to restore the PC - just as I can work with it again now. At least that worked !
I can't estimate - and don't really want to know - what happens when the trial version expires in 6 days. Because then I won't be using Acronis anymore! And never ever recommend it to anyone !
Personally, I do not blame you if you are not involved in the programming of ATI 2021. If you should, however, be involved in that I can only say: fix these errors in the program.
Henning Knudsen wrote:Personally, I do not blame you if you are not involved in the programming of ATI 2021. If you should, however, be involved in that I can only say: fix these errors in the program.
All the MVP's are just experienced users who do not work for or get paid by Acronis as described in linked webpage beneath the MVP icon under our names.
I understand your frustration with this issue but only Acronis can resolve the obvious activation / registration issues highlighted in this topic.
Personally, I will only use perpetual licenses for ATI (where I just enter a registered serial number for the product) and the only reason I have a current subscription license is because this is gifted to all the MVP's to allow us to help other users. (I would not pay for a subscription for this or any other product, and have never done so!).