Knowledge Base

How to proceed if Acronis Agent cannot find license

This article applies to:

• Acronis Backup & Recovery 10 Advanced Server
• Acronis Backup & Recovery 10 Advanced Server - Small Business Server Edition
• Acronis Backup & Recovery 10 Advanced Workstation
• Acronis Backup & Recovery 10 Advanced Server - Virtual Edition

Symptoms

1. You run a scheduled backup task or create a new backup task;
2. The error message "Failed to check the license key. The key is disabled." is displayed when creating a backup plan:

   

3. Scheduled tasks fail with error messages similar to the following ones:

   Feature is disabled. (0x640012)
   

   FeatureName = "FEATURE_ATIE10_BACKUP"

   Failed to initialize server. (0x640004)

Cause

Acronis Agent cannot verify the license on Acronis License Server.

Possible causes of the problem:

• MAC address of the Agent machine has changed; or the "host address" in Acronis License Server Management Console may be empty for a machine with local license server, even though the Agent was installed with a network link and always had one later.

  

  The cause for this is being investigated. See Solution 3.

  See also: Acronis Backup & Recovery 10 Advanced Workstation: It Is Not Recommended to Install Acronis License Server on a Notebook

• Agent cannot find License Server by computer name; and/or IP address of the License Server machine has changed;

  See Solution 2.

• You have Acronis Backup & Recovery 10 Online installed without a license key - this means that you cannot back up to any location other than the online storage. A full or trial version might have been previously installed, which allowed to select a different location.
  See Solution 1.

Solution

(!) These solutions apply only to Build 11639 or higher (you can check the build number in Help -> About). If you are running an earlier build, please skip to Step 4:

1. You may have only Acronis Backup & Recovery 10 Online installed (you installed the product without entering a license or specifying a license server). Hence, you cannot back up to any location other than the online storage. If you have licenses, you can switch the product to the full version, so that you will be able to back up to other locations as well. See Acronis Backup & Recovery 10: Switching to Full Version.

2. First, make sure that correct license server address is used.

   Checking and changing License Server address

   Go to Help -> Modify license and check if the address in IP/name field is correct and if the necessary license is present. If the License Server address is not present or not correct, modify the License Server address on the machine where Agent is installed:

   1. Open Registry Editor: go to Start -> Run, here type regedit and press OK.
   2. Locate the following registry key:
      • Windows 32 bit:HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\MMS\Configuration\License
      • Windows 64 bit:HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis\MMS\Configuration\License
   3. Modify the subkey LicenseServerAddress, type in the IP address of License Server and press OK:

      

      (!) It is recommended to use IPv4 address of License Server instead of name or IPv6 address, to prevent possible issues with name resolution.

   4. Restart Acronis services on the machine with Acronis Agent:
      • Go to Start -> Run -> services.msc;
      •  Right-click on Acronis Managed Machine Service, and click Restart:
   5. Re-apply the license:
      • Start Acronis Management Console and connect to the necessary Agent;
      • Go to Help -> Change license;
      • Press Display editions: the list of free licenses on Acronis License Server will be shown;
      • Select appropriate license and press OK.

   See also Acronis Backup & Recovery 10 Advanced: Moving Acronis License Server.

   If the address of License Server is correct or if the above solution does not help, revoke the license and apply it again.
3. Revoking and applying the license

   1. Revoke the license that is applied to this Acronis Agent:
      • Start Acronis License Server: go to Start -> All Programs -> Acronis -> Acronis License Server -> Acronis License Server Management Console;
      • Connect to local or remote machine where License Server is installed. Press View Usage Info;
      • Locate the license used by the Agent machine: you can identify the necessary license by Host name and Host address columns;
      • Press Revoke to revoke the license:

        

      (!) If several licenses are applied to the same machine (e.g. Acronis Backup & Recovery 10 Advanced Workstation and Acronis Backup & Recovery 10 Advanced Workstation Deduplication), revoke all licenses applied to this machine.

   2. On the machine with Acronis Agent:
      • Go to Start -> Run -> services.msc;
      • Right-click Acronis Managed Machine Service, and click Restart:
        
   3. Re-apply the license, if none is displayed in Help->About (or only Universal Restore / Deduplication):
      • Start Acronis Management Console and connect to the necessary Agent;
      • Go to Help -> Change license;
      • Press Display editions: the list of free licenses on Acronis License Server will be shown;
      • Select appropriate license and press OK.

4. If the solutions above do not help, do the following:

   • Delete the license from Acronis License Server and add it back;
   • Reinstall Acronis Backup & Recovery 10 Agent on the problem machine, however this will remove all backup plans. The program will take the necessary license again during installation.

More information

See also:

• Using Acronis License Server
• Acronis Backup & Recovery 10: Local and Network Storage Locations Are Grayed Out

Contact Acronis Customer Central if you have any questions or need assistance.