Upgrade to 11 failed

so after uninstalling the product, I installed version 11 on its own with the licence keys (upgrade keys). its just getting worse. Now I have expensive software I purchased (Acronis B&R Advanced Server) which does nothing but just shows a console where you cannot connect to your local machine to perform backups and restoration because there is no licence key for it :-/

hmm. whats going on here?

Is there Agent for Windows installed, not only Agent Core? Are you unable to connect at all or it tells you that you have no license to backup (except to online storage) ?

there is no agent for Windows installed - it wont let me select to install it through the installer :-/ says I need a license key for it!

but in the licence manager, it shows me having these keys available

trying to connect to the local machine gives me an error saying that the service is not installed:

"---------------------------------------------------------------------------------------------------------------------------------------------------------------
Error
---------------------------------------------------------------------------------------------------------------------------------------------------------------
Cannot connect to 'localhost'.
---------------------------------------------------------------------------------------------------------------------------------------------------------------
Details
Code: 11,468,818(0xAF0012)
LineInfo: 0x175E82EA6697B954;

Message: Acronis Managed Machine Service is not installed.

Code: 11,337,731(0xAD0003)
LineInfo: 0x90FB8A255B1DF657;

Message: Error: Failed to establish local connection to Acronis Managed Machine Service. Make sure that the service is installed and its status is Started.

Code: 196,610(0x30002)
LineInfo: 0x37819FD1E1F7A616;

Message:

Code: 65,520(0xFFF0)
LineInfo: 0xBD28FDBD64EDB8BC;

Message: The system cannot find the file specified

---------------------------------------------------------------------------------------------------------------------------------------------------------------
"

problem seems to be solved after having a webex with support.
they extracted the Agent for Windows installer, installed it through that and now all seems to be ok.... I can now connect to the machine locally.

This is in answer to not being able to connect to a local machine using version 10 of the product (for advanced server sku)

It was also said for me to wait until a new version of the product for version 11 (the build) before they start to assist in upgrading it to this version as it contains alot of fixes. They said this will be in the next 2/3 days

I was also told this by support but I found that the backups have not been happening as the server does not have a valid license. License server in ABR 11 doesn't appear to be working with upgrade licenses. Well, certainly not for me as it won't accept the license key for my base product which was trueimage server 9, probably because the key length is dramatically different between TI 9 and ABR 11.

Support has told me that a new build will be released later on today to fix the licensing issues.

likewise. I was unable to upgrade from 10 to 11 with the license keys issue.

just seen this post, is there a way to extract the agent and bootmedia keys, I am currently unable to update to 11 because they are missing and were never supplied with the original 10 purchase or the update 11 purchase .

Hello all,

Thank you very much for your posts and I appreciate your feedback.

We are close to releasing a hotfix for the licensing issue and I will update the thread as soon as it is released.

Please let me know if you have additional questions.

Thank you.

Great news!

I'm in the process of another try after removing all trace of ABR 11 from my main server. If that doesn't work then the hotfix would be wonderful.

Regards,

Lee.

Removing all and installing from zero failed also. As soon as the installation reached a part that required a license key, it gave an error stating that the connection to the license server was broken, and then failed the install.

I hope this hotfix comes soon, I've been without backups for a week trying to troubleshoot this. If it is not resolved today I'll need to spend a lot of time and effort reverting to ABR 10.

I hear ya. And I had to do that too. I couldnt get ABR 10 to install properly as it couldnt connect to the local machine. That was because the Windows Agent/client was not installed even though it should have been. Then had to do a webex to Acronis who then had to extract the Agent for Windows installer manually from the main installer and then install it.

not good. I dont understand why there are so many bugs and yet its been released without going thurough testing? There are many bugs in version 10 and those have not been resolved and now we have version 11 with even more bugs becoming unusable.

thousands of dollars spent on this....and its not working.

Hello,

This is an announcement that hotfix build of ABR11 for the upgrade licensing issues is published. The build was uploaded June 24, but due to issues with file caching on our cloud provider's servers new installation files became available worldwide only June 29.

Thank you.

Thanks.
It would be nice if you could tell us where we can obtain this hotfix, how to apply it and the build number for the hotfix.

Hello Ahmed,

Thank you for the follow-up.

The hotfix can be downloaded from your Acronis web-account but just in case, I will follow-up with a private message and send you a unique download link.

The build number is the same and you can find more about this hotfix here.

If you have additional questions please let me know.

Thank you.

Thanks but this is such an inconvenience:

1) the Build number should be incremented so users like myself know it is the latest build
2) to download, yet again, a large file is a waste of bandwidth just to obtain a single hotfix. The defination of a hotfix is just a package which you can apply to the main files. So technically this is not a hotfix but rather a re-release of the software with the same build number as the original release.

why is it not possible to place a hotfix list for users to download and apply on their EXISTING downloaded software rather than downloading the full software AGAIN which not only takes time (remember, not every place in the world has the fastest broadband connection and can also be capped on monthly allowance) ?

Reading the KB link/article which you had supplied it seems to me that this does not apply to me. my problem refers to Acronis B&R 11 advanced server. not version 9 or true image echo or anything else. So I believe this "hotfix" is not a fix for me.

Hello Ahmed,

Thank you for the follow-up and I appreciate your feedback.

I apologize for the inconvenience but to resolve this issue I would recommend to continue working with our Support team.

If you need additional help please let me know.

Thank you.