46845: Acronis Backup: Troubleshooting License Assignment Issues

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Operating Systems:

    This article provide troubleshooting steps for license assignment issues: in case license cannot be assigned to an Acronis Agent or an assigned license was lost by an Agent.

    Every Management Agent (Agent for Windows, Linux, Hyper-V or ESX) requires a license to perform backup and restore operations. Other components do not require a license.

    In advanced Editions license are managed by the License Server. For more information see Using Acronis License Server

    Prerequisites

    1. Make sure you have sufficient number of licenses: Acronis Backup: Licensing
    2. Make sure the license matches your edition of Acronis Backup: Acronis Backup: Product Comparison
      Use licenses for standalone editions to install Acronis Backup.
      Use licenses for advanced editions to install Acronis Backup Advanced.
      See: Difference between Standalone and Advanced Editions
    3. Installing a boxed version of Acronis Backup make sure you are using the installation file that matches your edition:
      - Open CD, do not use autorun;
      - Go to “Acronis Backup” folder
      Acronis Backup installation files have names like AcronisBackup___.exe. Acronis Backup Advanced installation files have names like AcronisBackupAdvanced___.exe.
    4. If you are using Acronis Backup with an upgrade license you have to specify the full license of a previous version as well.

    Troubleshooting steps

    Check license assignment

    Check if license is assigned to the Agent:

    1. Open the Management Console and connect to the Agent (Connection – Connect to a remote machine)
    2. Go to Help -> About and note the license assigned to the machine.

    If no license is assigned – go to Help -> Change license and assign license to the machine

    If a license is assigned or is assigned and marked as “invalid” – proceed with the next step.

    Reassign license

    1. Connect to the Acronis Management Server (Connection – Connect to AMS)
    2. Go to Licenses section on the Navigation pane (Full list must be selected):
    3. Select the license assigned to the problem machine and press Revoke license:
    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. Connect to the Agent (Connection – Connect to a remote machine)
    6. Go to Help -> Change License and check if license is assigned. If license is not assigned, press Change and assign a license from the list of available licenses to the machine.

    If the list is empty, proceed with the next step.

    Reassign the license from the Agent side

    1. Connect to the Acronis Management Server (Connection – Connect to AMS)
    2. Go to Licenses section on the Navigation pane (Full list must be selected).
    3. Select the license assigned to the problem machine and press Revoke license.
    4. Press delete license.
    5. Connect to the Agent (Connection – Connect to a remote machine)
    6. Go to Help -> Change, click on Add license and add the license.

    If this step does not help, assign the license in stand-alone mode as described in the next step

    Assign license in stand-alone mode

    In some occasions, the license key fails to be assigned to a machine added to a Management Server. In this case, you may try to assign a license to the machine in Stand-alone mode. Please follow these steps:

    1. Open the Management Console and connect to the Agent (Connection – Connect to a remote machine)
    2. go to Options -> Machine options
    3. Navigate to Machine management, and choose “Stand-alone Management”
    4. Go to Help -> Change, click on Add license and add the license. You will still be able to select the license server there.
    5. Go to Options -> Machine options and add machine to the Management Server.

    If Agents keep losing licenses

    If Agents keep losing licenses, specify the License Server by IP address:

    1. Connect to the Acronis Management Server (Connection – Connect to AMS)
    2. Go to Actions -> Change license server
    3. Specify the License server by IP address

    Collecting information

    If all these steps are done and the issue still persists, collect this information and contact Acronis Customer Central.

    1. Serial number
    2. Step by step description (preferably, with screenshots)
    3. Screenshot of licenses in the License Server
    4. Collect System Report from the machine in question: see instruction for Acronis Backup 11.7/11.5: Generating System Report, if this fails for any reason, you can use this AcronisInfo Utility
    5. Collect System Report from the Management Server: see instruction for Acronis Backup 11.7/11.5: Generating System Report, if this fails for any reason, you can use this AcronisInfo Utility.

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