37510: Acronis Backup & Recovery 11.5: Connection to Agent Fails with "The requested license holder cannot be found" caused by incorrect credential storage information

The "CredStorage" subkey in the registry is broken

This article applies to:

  • Acronis Backup & Recovery 11.5

Symptoms

  1. Acronis Backup & Recovery 11.5 Advanced version is installed on a Windows machine;
  2. An attempt to connect to a local machine from Acronis Management Console or to add a local machine to the Acronis Management Server fails with an error similar to:

    Code: 13.238.288(0x00CA0010)
    LineInfo: 0xEC81F6265C057C51; 

    Module: mms_vs_32256 
    Message: The requested license holder cannot be found

Cause

On the affected system a corresponding registry information in credential storage is broken.

Solution

The issue is fixed in build 37613 and later builds.

Workaround: to exclude any possible issues after this procedure described below, export the key HKEY_USERS\"MMS_USER_ID"\Software\Acronis\CredStorage\ registry folder before following the steps. Where MMS_USER_ID is the user ID under which the Managed Machine Service (MMS) is running (i.e. S-2-5-21-322223-3065465924-3880868183-2001).

The user SID may be identified with the following command in the command line (Start -Run -> cmd):

of a local user
wmic useraccount where name='username' get sid

of the currently logged in user
wmic useraccount where name='%username%' get sid

of the currently logged in domain user
whoami /user

of the local administrator of the computer
wmic useraccount where (name='administrator' and domain='%computername%') get name,sid

of the domain administrator
wmic useraccount where (name='administrator' and domain='%userdomain%') get name,sid

Locate your MMS user in the output list to find the corresponding user SID.

Once the key is exported, follow the below instructions for the corresponding OS family:

 


More information

If you still have the issue after updating your software and performing the steps from above please contact Acronis Customer Central. Similar errors can be caused by Acronis and Windows updates.

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