Kaseya Community

Backup failed - Serial number is incorrect.

  • Anyone else getting this on the latest install push for the BUDR agent? I recently tried reinstalling the agent on 3 workstations and 2 servers for a client and all 5 of them are now reporting this way. I cannot run the trueimage.exe from C:/Program Files/Acronis/True Image either. As soon as you fire up the EXE it says invalid serial number please reinstall. I've tried to reinstall twice from they Kaseya install. Rebooting after install and also once by going through Control Panel and removing the old version first and repushing the install. I cannot seem to get the software to license.

    I was able to pull the PID Key from the text file it copys to the C:/temp directory but I could not find anywhere in the registry or the Acronis install directory where it references the license.

    Kaseya support has been little help as usuall.

    ---------------------------------------------------------
    Author: Jeyakumar.KJ
    Date: 17:41:44 15-Apr-09
    Dear Customer,

    Thank you for contacting Kaseya Support.

    There is some information in our KB which may assist in resolving this request. Please follow the link(s)below to review this information, and run through the suggested resolutions and / or diagnostic steps. If the problem is not resolved and you need further assistance, please update the ticket including any diagnostic information gathered from these steps.

    http://kb.kaseya.com/article.asp?article=279092&p=11855

    Regards

    Kaseya Support


    This article is garbage and does not work.

    Legacy Forum Name: Backup failed - Serial number is incorrect.,
    Legacy Posted By Username: eric_richards
  • We have this problem too, on 1 server. Ive tried article http://kb.kaseya.com/article.asp?article=279092&p=11855 but when you run trueimage.exe the serial number error appears. Any ideas?
    Thanks

    Legacy Forum Name: BU-DR,
    Legacy Posted By Username: aquilait
  • aquilait
    We have this problem too, on 1 server. Ive tried article http://kb.kaseya.com/article.asp?article=279092&p=11855 but when you run trueimage.exe the serial number error appears. Any ideas?
    Thanks


    also getting the same error going to try the above link now

    Legacy Forum Name: BU-DR,
    Legacy Posted By Username: steve b
  • I got the same error on one of our servers and opened a ticket with tech support to reinstall the backup package. They had to give me a key for the reinstallation, so it's best to work directly with Support on that and see if it does the trick.

    Legacy Forum Name: BU-DR,
    Legacy Posted By Username: greglittlefield
  • We are getting the same issue, am logging with support

    Legacy Forum Name: BU-DR,
    Legacy Posted By Username: michaelfmeyer