After Upgrade from Previous Version the Backup Fails with "Message: There is no activated subscription for account 'email@example.com'.'".
This article applies to:
- Acronis Backup for VMware 9 (Acronis vmProtect 9)
- Acronis vmProtect 8
- A previous version of vmProtect was installed as virtual appliance;
- Online Backup is used;
- The virtual appliance has been upgraded to a new version of Acronis Backup for VMware (Acronis vmProtect);
- When trying to locate the recovery points or running backups to online backup storage fails with:
Message: There is no activated subscription for account 'firstname.lastname@example.org'.
This issue is caused by an existing temporary email certificate that is no longer valid in Acronis vmProtect 8 after upgrading. You need to delete this certificate in order to fix this issue.
- Install the WinSCP utility which you can get from http://winscp.net/eng/download.php. WinSCP (Windows Secure CoPy) is a free and open source SFTP, SCP, and FTP client for Microsoft Windows. Its main function is to secure file transfer between a local and a remote computer. Beyond this, WinSCP offers basic file manager and file synchronization functionality.
- Log in to vSphere Client and open the console of Acronis vmProtect Virtual Appliance. Write down or remember the IP address of it.
- Press CTRL-SHIFT-ALT-SPACE-F1 and then ALT-F2 (this will bring you to the command line interface);
- In the console please type this command: /bin/sshd
- Launch the WinSCP utility on the machine where you installed it;
- In the host machine field type your Acronis vmProtect Virtual Appliance IP (recorded on Step 2), the same as in the vSphere console. The default login:password is root:root (the password may differ if you changed it via web console at Configure -> Agent Password).
- The protocol should be set to SCP and then click on log in.
- You will get a window with all the directories of the Appliance (Windows Commander-like interface). Here you should browse the /var/lib/Acronis/vmProtect/OnlineBackup/%email% folder and delete the temp Certificate (client.crttemp).
- Reboot the virtual appliance and try to run the backup again.
- If the problem still persists then collect the contents /var/lib/Acronis/vmProtect/OnlineBackup/%email% folder from the same WinSCP tool connected to Virtual Appliance. Please copy the folder, pack them into .zip and contact Acronis Customer Central with the collected information and a reference to this article.