This article provides troubleshooting steps for synchronization of licenses with Acronis account.

Prerequisites

Please note that only subscription licenses can be synchronized. If you have perpetual licenses, add them manually: Click Settings -> Licenses –> Add keys and paste the serial numbers.
To synchronize the subscription keys with keys registered under Acronis Account, go to Settings -> Licenses, click Sync and sign in to your Acronis account.

Known issues

• Acronis Cyber Backup 12.5: Synchronization with Acronis Account fails if Netskope is installed
• Acronis Cyber Backup 12.5: License synchronization fails with "sqlite3.IntegrityError: column id is not unique" error in logs
• Acronis Cyber Backup 12.5: Licenses synchronization fails with "Cannot sync with the account. Please check your internet connection and try again"

Troubleshooting steps

Possible issues:

• Synchronization fails with message “Acronis account xxx synchronization failed”.
• Synchronization is successful, but licenses are not added to License Server

1. Make sure that credentials of Acronis account are correct: you can verify them by logging in on Acronis website here. Verify that licenses are registered on the same account.
2. Check connection to Acronis Account server as described in Acronis Cyber Backup 12.5: synchronization with Acronis account fails
3. Check that required ports are open and the connection is not blocked by the firewall: see Firewall settings for Acronis products
4. Verify that Acronis Service Manager Service is running under Network Service user and Network Service has full access to the folder C:\ProgramData\Acronis

   Build 12730 and later: verify that Acronis Service Manager Service is running under AMS User and AMS User has full access to the folder C:\ProgramData\Acronis

5. If credentials are correct, connection to Account server is established without errors, Acronis Services are running under correct users and have necessary privileges, collect the following information and contact Acronis Customer Central:
   • HAR log while reproducing the error
   • Acronis system report from Management Server

More information

If maintenance expiration date is not updated by synchronization, see Acronis Cyber Backup 12.5: Maintenance expiration date is not updated after manual sync