ABR10 license key / key server quits working?

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Advanced ABR10 Workstation builds 11,345 and 11,639 on Windows XP.

Today I got this failure email from a client's system (running 11,345):

1 Information 4/24/2010 6:10:52 PM Operation started.
2 Error 4/24/2010 6:10:52 PM Feature is disabled.

Error code: 0x640012
FeatureName = "FEATURE_ATIE10_COMMAND_LINE_TOOLS"
Tag: 0x9418A040040A4D43
3 Error 4/24/2010 6:10:52 PM Failed to initialize server.
4 Error 4/24/2010 6:10:52 PM Operation has completed with errors.
Task 'Level 1 backup' has failed on machine 'hailstorm'.

When I looked ABR10 on that system it said "Failed to check the license key. The key is disabled." That error apparently means that the key server isn't reachable. The key server is on the same machine in this case.

I could not get ABR10 11,345 to get the key from the license server so I completely uninstalled it and installed 11,639. Now, when I try to install ABR10 (after installing the license server) I get the error "There is no license key appropriate for the current operating system on the specified license server". But I can see that the server does in fact have the right keys (ABR10 and ABR10 universal restore).

At this point I can use either version of ABR10: it has somehow been poisoned so that the license server cannot be reached. Has anyone seen a solution to this before?

dim 25/04/2010 - 03:43
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Hello James,

Thank you for your post and I will do my best to assist you.

You are correct to mention, that this issue is caused by our software losing connection to the Acronis License Server. The first indication of this, would be a failed backup with this error - Failed to initialize server. If you try to create a new backup plan, then you would get this message - Failed to check the license key.

To get the problem you are experiencing resolved, please check the Acronis License Server, and make sure that the serial numbers that are there are marked as available. It should show as Available - 1 for example. If they all show as used - 1, please revoke the licenses from the license server. Check this post that explains how to revoke a license. After you revoke the license, re-add it and try the installation one more time.

If this issue is still unresolved, can you please clarify, if this is a remote or local installation, and how do you provide the license server credentials. Is it an I.P. address or a computer name?

We also have a similar thread here, where we worked to resolve the - Failed to initialize server error message. It appears that build 11639 has fixed this problem.

I would really appreciate if you could get back to me in case you have any other questions or require additional assistance.

Thank you.

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lun 26/04/2010 - 07:30
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Thanks. Revoke seems to have solved the problem. I guess removing or uninstalling ABR10 didn't remove everything.

The link to the picture in your post is broken.

mar 27/04/2010 - 17:13