License

Symptoms

  1. You have Hyper-V 2019 environment with Acronis Backup Agent for Hyper-V installed
  2. Agent for Hyper-V sometimes loses assigned license and backups fail with an error similar to the following one:

    Functionality 'pcBackup' is not available. Please use the appropriate license

Symptoms

You have upgrade licenses of Acronis Snap Deploy 6.

You start the installation of Acronis Snap Deploy 6 (either a clean install or over the existing Acronis Snap Deploy 5 setup).

On the Add license step, you submit the upgrade licenses.

Licenses are not accepted and Next button is grayed out:

Cause

Issue in the product.

To install an Acronis product from command-line you need to extract the installation package and then issue the msiexec command along with defining necessary switches

Symptoms

  1. When you try to manage licenses in Settings > Licenses, nothing happens. The interface just blinks, and the license is not assigned or revoked. No error message is shown. 
  2. Protection plans are executed as if the licenses were assigned correctly.
  3. In the account_server.log (located in \ProgramData\Acronis\AccountServer\Logs), you see error messages similar to the following one:

Acronis Cyber Protect Home Office(formerly Acronis True Image) is available in 3 different editions:

  • Acronis Cyber Protect Home Office Essentials
  • Acronis Cyber Protect Home Office Advanced
  • Acronis Cyber Protect Home Office Premium.

All types are available as 1, 3 and 5 machines licenses. Each license can be used for installing Acronis Cyber Protect Home Office on Windows or Mac.

Symptoms

  1. You use Acronis Cyber Protect 15 Update 3 (Build 28035)
  2. You registered licenses for Acronis Cyber Backup 12.5 and Acronis Cyber Protect 15 to your Acronis account as described in documentation
  3. You registered Management Server in the Cloud on https://cloud.acronis.com/ui/#/license-management

Symptoms

You installed Acronis Cyber Protect Home Office and signed in.

After clicking Enter serial number, you submit a short subscription key (16 symbols).

After you press Activate, the activity indicator runs for some time, then Activate and Cancel buttons reappear. No error message is shown.

You use Cloud deployment rather than on-premises Management Server.

When you try to apply a backup plan to the machine, you get an error: The following quota reached for <your account>: Number of <type of machine>

  1. You added an Acronis Cyber Protect 15 - Backup Standard or Acronis Cyber Protect 15 - Backup Advanced license (any workload) with valid maintenance to Acronis Cyber Protect 15 Management Server
  2. When you check the license details in Settings -> Licenses -> Manage, maintenance is shown as expired
  3. If you check the license in Acronis account, the maintenance expiration date is shown correctly.
An overview of the Acronis product licensing

Introduction

When switching from trial to the full version, you only need to provide the licenses. All backups and settings will be kept. There is no need to reinstall the product.

Solution

To convert your trial version to a full subscription:

Symptoms

After an update to Acronis Cyber Protect 15 Update 3 (Build 28035 or 28122) a Virtual Host license does not allow backup of both host and virtual machines.

If the license is assigned to the host, backup of virtual machines fails and VM details show "No license". If the license is assigned to VM(s), backup of host fails.

Protection plan creation may fail with an error similar to:

The protection plan cannot be used or updated for ‘<hostname>’ because the device does not have a license. 

Acronis True Image 2021 is available as a subscription and a perpetual license.

Subscriptions can be of 3 different editions:
 

  • Acronis True Image 2021 Essential 
  • Acronis True Image 2021 Advanced
  • Acronis True Image 2021 Premium.

Acronis True Image 2021 Standard and Acronis True Image 2021 Upgrade are perpetual licenses. Upgrade licenses require a license of a previous version during the activation. 

Symptoms

You have a virtual host with VMs, and licenses for Virtual Host workload (such license can be used to back up 1 Hypervisor Host Server and up to an unlimited number of virtual machines that are residing on the Hypervisor Host Server).

When you check the details of host and VMs with applied plans, license assignment is correct.

However, if you look under Settings -> License usage, one or more of Virtual Host licenses are assigned to VMs without Agent, or the licenses are shown as "not assigned".

Symptoms

  • You have re-registered Management Server in Cloud platform for some reason, e.g. as a workaround for any issue,
  • After that, all licenses disappeared from the on-premises Management Server despite successful activation,
  • In Cloud console, Management Server is present, and all licenses are allocated and displayed correctly

Cause

Issue in the product.

Solution

This issue has been fixed in Build 28503. Please follow the steps below to resolve the issue:

This article applies to:

  • Acronis Cyber Protect 15 Update 3 (Build 28035 or later)

Symptoms

You have activated a Management Server as described in product documentation

When you try to manage licenses in Acronis Cyber Protection service console in the cloud, License usage tab is not shown under Settings:

Acronis Cyber Protect Home Office(formerly Acronis True Image) is available in three packs (tiers): 1 computer, 3 computers, 5 computers.

If you have a 1-computer subscription, you can upgrade to a 3-computer or a 5-computer subscription. A 3-computer subscription can be upgraded to a 5-computer subscription.

To upgrade to a 3-computer subscription, you need to purchase an Acronis Cyber Protect Home Office (Essentials, Advanced or Premium) for 3 computers. Three 1-computer subscriptions cannot be automatically summed up into a 3-computer subscription.

This article applies to:

  • Acronis Cyber Protect 15 Update 3

Symptoms

  1. You are trying to allocate licenses to Management Server (AMS) in Cloud console, but they are not getting allocated: nothing happens, no error message is displayed,
  2. The target AMS contains expired licenses: Trial quotas or subscriptions.

Cause

Issue in the product.

Symptoms

When you try to assign an Acronis Cyber Protect license for Windows Server Essentials to a machine with Windows Server 2022 Essentials, the operation fails with:

There is no free license suitable for the device.

OR

Backup or a different operation with Windows Server 2022 Essentials machine fails with

The protection plan cannot be run as the device has no license

How to receive an upgrade license for an Acronis Business Product provided that you have a respective support option

What should be checked if an Acronis Business product does not accept serial number

This article applies to:

  • Acronis Cyber Protect 15
  • Acronis Cyber Backup 12.5
  • Acronis Snap Deploy 4/5/6

What’s new?

The old Remotix licensing has been completely reworked for Acronis Cyber Protect Connect.

The new subscription license activates the app regardless of OS. It is finally possible now to use one Professional license to work on macOS, Linux, and Windows instead of buying a bundle of keys. Also, now the license is directly connected to the Remotix / Acronis Cyber Protect Connect account

Introduction

When moving OS Deploy Server to a new machine, you may need to preserve the licensing information from the existing installation (available licenses, used licenses, etc). This can be done by copying the contents of LicenseServer folder to the new machine.

If you use Acronis Cyber Protect Home Office (formerly Acronis True Image) subscription, you can manage the licenses manually at the Acronis website.

1. Go to https://account.acronis.com/, and then sign in with your Acronis account credentials.

2. In the Products section, find Acronis True Image Essential, Premium or Advanced, and then click Manage:

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Acronis True Image 2021 Editions

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Acronis True Image 2020 Editions

Introduction

You can transfer your existing Acronis True Image license to a new computer, if the previously used computer becomes retired and is no longer used. In other cases, a new Acronis license must be bought for the new computer.

Scenario 1

  • Hardware or Software inventory tab doesn't show any details. You receive a message similar to "Change service quota. Software information is not available. Change to a service quota that includes the software inventory feature."

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