39018: Acronis Backup for VMware: After Upgrade from Previous Version the Backup Fails with "There is no activated subscription for account 'user@domain.com'."

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Last update: 06-04-2016

After Upgrade from Previous Version the Backup Fails with "Message: There is no activated subscription for account 'user@domain.com'.'".

This article applies to:

  • Acronis Backup for VMware 9 (Acronis vmProtect 9)
  • Acronis vmProtect 8


  1. A previous version of vmProtect was installed as virtual appliance;
  2. Online Backup is used;
  3. The virtual appliance has been upgraded to a new version of Acronis Backup for VMware (Acronis vmProtect);
  4. When trying to locate the recovery points or running backups to online backup storage fails with:

Message: There is no activated subscription for account 'user@domain.com'.



This issue is caused by an existing temporary email certificate that is no longer valid in Acronis vmProtect 8 after upgrading. You need to delete this certificate in order to fix this issue.



  1. Install the WinSCP utility which you can get from http://winscp.net/eng/download.php. WinSCP (Windows Secure CoPy) is a free and open source SFTP, SCP, and FTP client for Microsoft Windows. Its main function is to secure file transfer between a local and a remote computer. Beyond this, WinSCP offers basic file manager and file synchronization functionality.
  2. Log in to vSphere Client and open the console of Acronis vmProtect Virtual Appliance. Write down or remember the IP address of it.
  3. Press CTRL-SHIFT-ALT-SPACE-F1 and then ALT-F2 (this will bring you to the command line interface);
  4. In the console please type this command: /bin/sshd
  5. Launch the WinSCP utility on the machine where you installed it;
  6. In the host machine field type your Acronis vmProtect Virtual Appliance IP (recorded on Step 2), the same as in the vSphere console. The default login:password is root:root (the password may differ if you changed it via web console at Configure -> Agent Password).
  7. The protocol should be set to SCP and then click on log in.
  8. You will get a window with all the directories of the Appliance (Windows Commander-like interface). Here you should browse the /var/lib/Acronis/vmProtect/OnlineBackup/%email% folder and delete the temp Certificate (client.crttemp).
  9. Reboot the virtual appliance and try to run the backup again.
  10. If the problem still persists then collect the contents /var/lib/Acronis/vmProtect/OnlineBackup/%email% folder from the same WinSCP tool connected to Virtual Appliance. Please copy the folder, pack them into .zip and contact Acronis Support with the collected information and a reference to this article.