62469: Acronis Cyber Backup 12.5: Maintenance expiration date is not updated after manual sync

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Symptoms

  1. You use on-premises installation of Acronis Cyber Backup 12.5
  2. You register maintenance renewal under your Acronis Account, then you synchronize licenses with account using Sync button under Settings > Licenses in backup management console.
  3. After successful synchronization, the new maintenance expiration date does not appear in the console, you see old date or Expired.

Cause

Issue in the product. Manual sync does not update maintenance status. 

Solution

This issue has been fixed in Update 4 (Build 12730), please update to the latest build. In Build 12730 and later, maintenance renewal dates are synchronized using a Sync button.

If you use an older build, wait until maintenance information is updated in Acronis License Server automatically. This can take up to 24 hours.

In case the issue persists in the latest build, collect Acronis System Information from the machine with Management Server and contact Acronis Support with a reference to this article.

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