The "CredStorage" subkey in the registry is broken
This article applies to:
- Acronis Backup & Recovery 11.5
- Acronis Backup & Recovery 11.5 Advanced version is installed on a Windows machine;
- 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:
Message: The requested license holder cannot be found
On the affected system a corresponding registry information in credential storage is broken.
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
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:
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.