Service log States Subscription has expired even though it is valid to August 2017

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Hi,

I'm running Acronis True Image 2017 for Mac version 3.0.5573 successfully since August 2016.  However, from 22nd December 2016 my scheduled backups have always been queued with no reason for not running.  On investigation of the Acronis service log I found the following in the service_2016-12-22-13-22-16.log:

016-12-22T13:22:20.994 | 4 | 0x203 | 0x0010 | 0xdf3cbad70699540b | Failed to renew certificate, reason is "certificate expired" | ARAAAwILVJkG17o830ZhaWxlZCB0byByZW5ldyBjZXJ0aWZpY2F0ZSwgcmVhc29uIGlzICJjZXJ0aWZpY2F0ZSBleHBpcmVkIgAkbW9kdWxlAEF0aV9kZW1vbl9tYWNpYTY0XzU1NzMAJGZpbGUAQS9wcml2YXRlL2JzX2h1ZHNvbi93b3Jrc3BhY2UvQVRJSC1pbWFnZXItbWFjLTIwLXJlbGVhc2UvNTU3My9uZXR3b3JrL2FzdG9yYWdlL2NsaWVudC9jZXJ0LmNwcAAkZnVuYwBBUmVuZXcAJGxpbmUATg4BAAAAAAAAAP8B6wGvUfSMMFJyFVlvdXIgc3Vic2NyaXB0aW9uIGhhcyBleHBpcmVkLiBQbGVhc2UgdXBkYXRlIHlvdXIgc3Vic2NyaXB0aW9uIHRvIGJlIGFibGUgdG8gcGVyZm9ybSB0aGUgc2VsZWN0ZWQgb3BlcmF0aW9uLgBYbWxScGNSZXF1ZXN0AFc8P3htbCB2ZXJzaW9uPSIxLjAiIGVuY29kaW5nPSJVVEYtOCI/Pgo8IURPQ1RZUEUgUmVxdWVzdFJQQz4KPFJlcXVlc3RSUEMgdmVyc2lvbj0iMS4xIj4KPEFjdGlvbj5HZXRSZWRpcmVjdDwvQWN0aW9uPgo8U2lnbj43Y2FmMzJiY2Q5OWYyZDEzOTkzNDljMjU2MDE0M2FmODwvU2lnbj4KPERhdGE+PERhdGFDZW50ZXJJZD4xMTg8L0RhdGFDZW50ZXJJZD4KPEVtYWlsQWRkcmVzcz5vbWVnYWNvZGVibHVlQGdtYWlsLmNvbTwvRW1haWxBZGRyZXNzPgo8UGFzc3dvcmQ+MzExNjE5OWM0MzQ1YmExZjkzYjhiZDk5YjE2MzczZTg8L1Bhc3N3b3JkPgo8UHJvZHVjdElkPjM2ODwvUHJvZHVjdElkPgo8L0RhdGE+CjwvUmVxdWVzdFJQQz4KAFhtbFJwY1JlcGx5AFc8P3htbCB2ZXJzaW9uPSIxLjAiIGVuY29kaW5nPSJVVEYtOCI/Pgo8IURPQ1RZUEUgUmVxdWVzdFJQQz4KPFJlcXVlc3RSUEMgdmVyc2lvbj0iMS4xIj4KPFN0YXR1cz5BY2NvdW50RGlzYWJsZWQ8L1N0YXR1cz4KPERlc2NyaXB0aW9uPkFjcm9uaXMgT25saW5lIEJhY2t1cCBTdWJzY3JpcHRpb24gZm9yIHlvdXIgYWNjb3VudCBpcyBkaXNhYmxlZDwvRGVzY3JpcHRpb24+CjxEYXRhPgogIDxTdGF0dXM+RXhwaXJlZDwvU3RhdHVzPgo8L0RhdGE+Cgo8L1JlcXVlc3RSUEM+IAoAJG1vZHVsZQBBdGlfZGVtb25fbWFjaWE2NF81NTczACRmaWxlAEEvcHJpdmF0ZS9ic19odWRzb24vd29ya3NwYWNlL0FUSUgtaW1hZ2VyLW1hYy0yMC1yZWxlYXNlLzU1NzMvcHJvZHVjdHMvYXMvY2xpZW50L2FjY291bnRfY29udHJvbC9pbXBsL2FjY291bnRfY29udHJvbC5jcHAAJGZ1bmMAQUdldFJlZGlyZWN0ACRsaW5lAE5VAQAAAAAAAAAGAOsBAJFyl9ciqdVZb3VyIHN1YnNjcmlwdGlvbiBoYXMgZXhwaXJlZC4gUGxlYXNlIHVwZGF0ZSB5b3VyIHN1YnNjcmlwdGlvbiB0byBiZSBhYmxlIHRvIHBlcmZvcm0gdGhlIHNlbGVjdGVkIG9wZXJhdGlvbi4AJG1vZHVsZQBBdGlfZGVtb25fbWFjaWE2NF81NTczACRmaWxlAEEvcHJpdmF0ZS9ic19odWRzb24vd29ya3NwYWNlL0FUSUgtaW1hZ2VyLW1hYy0yMC1yZWxlYXNlLzU1NzMvcHJvZHVjdHMvYXMvY2xpZW50L2FjY291bnRfY29udHJvbC9pbXBsL3JlcGx5X3BhcnNlLmNwcAAkZnVuYwBBUGFyc2VHZXRSZWRpcmVjdFJlcGx5ACRsaW5lAE5vBAAAAAAAAAA=

 | 2016-12-22T13:22:20.994 | 4 | 0x1eb | 0x01ff | 0x157252308cf451af | Your subscription has expired. Please update your subscription to be able to perform the selected operation.

 | 2016-12-22T13:22:20.994 | 4 | 0x1eb | 0x0006 | 0xd5a922d797729100 | Your subscription has expired. Please update your subscription to be able to perform the selected operation.

It would appear that my subscription has expired even though it is valid until August 2017 and my account confirms the same.  Can you please assist with a fix.

Thanks,

Darren Withers

 

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lun 26/12/2016 - 10:52
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Commentaires: 29781
mvp

Darren, welcome to these user forums.

I am afraid that I have no experience with the MAC version of ATIH 2017 so difficult to advise you on this certificate issue, though post: https://forum.acronis.com/forum/116934#comment-356822 may be relevant if you can locate where the certificate is held on your MAC in order to delete it.

Apart from that, I would recommend opening a support case directly with Acronis Support for this issue as we have no access to the licensing systems used by Acronis.

lun 26/12/2016 - 14:23
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