62700: Acronis Cyber Backup 12.5: Machine loses license if Hyper-V role is enabled

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Last update: 31-05-2021

Symptoms

  1. You installed Acronis Cyber Backup 12.5 Agent on a machine with non-server operating system (Windows 7/8.1/10 etc.) that has a Hyper-V role enabled. A Workstation license is assigned to this Agent.

    To check whether Hyper-V role is enabled on the machine, open Windows Services (Start -> Run -> Services.msc) and look for services with names starting with "Hyper-V", e.g. Hyper-V Virtual Machine Management. If such services are present in the list, then Hyper-V role is enabled.

  2. After some time, license gets revoked from the Agent. You receive the following message:

    A license is required

(!) This article applies only to cases when Hyper-V role is enabled on a non-server operating system.

Cause

Issue in the product. Agent checks the environment type and revokes license for Workstation from the machine with Hyper-V role.

Solution

This issue has been fixed in Acronis Cyber Protect 15. If you have valid maintenance, you can upgrade to the new version at no charge: see Acronis Cyber Protect 15: How to download a free upgrade

As a workaround for earlier versions, please uninstall Agent for Hyper-V on the affected Agent machine: open installation file, click on "Customize installation settings" to configure the setup, uncheck "Agent for Hyper-V" and run installation.

If it is not possible or suggested steps did not resolve the issue, please collect Acronis system information from the Management Server and affected Agent and contact Acronis Customer Central with a reference to this article.

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