License violation-- please help!

For instructions on how to contact support for license issues.

License violation-- please help!

Postby beyondcrazy » Mon Nov 14, 2016 3:33 pm

Hello,

We recently ran a test backup using the Windows System Backup Module. I didn't realize we are not licensed for this functionality.

Anyway, we're seeing the error message indicating that we have until November 17th to either delete the backup set, or buy the additional module.

I deleted the System Backup Module backup set on Friday November 10th, but I'm still seeing the error message tonight -- 3 days later. It says we'll keep seeing email for 2 days after the problem is resolved.

We have several TB of data stored with our 'basic' backup plan -- we can't just delete everything and start over.

How do we get CloudBacko to see that we are no longer storing any Windows 'System Backup Module' data?

Thanks,
Jon
User avatar
beyondcrazy
 
Posts: 16
Joined: Tue Jun 02, 2015 4:43 am

Re: License violation-- please help!

Postby jeff.tang » Tue Nov 15, 2016 2:27 pm

Hello,

If you have already removed the system backup set as advised on the license violation message. Then the license violation error will be automatically reset after seven consecutive days. You do not need to delete everything to resolve this.
Jeff Tang
CloudBacko Forum Support
The Most Secure Cloud & Local Backup Software
jeff.tang
 
Posts: 750
Joined: Mon Feb 02, 2015 9:50 am

Re: License violation-- please help!

Postby beyondcrazy » Thu Nov 17, 2016 11:56 pm

Hi Jeff,

It has now been 7 days and my license is still stuck. Cloudbacko is still claiming I'm using the system backup module, even though that archive was deleted a while ago.

Is there something else that can be done to fix my license? I don't want my backups to stop working.

Thanks!
Jon
User avatar
beyondcrazy
 
Posts: 16
Joined: Tue Jun 02, 2015 4:43 am

Re: License violation-- please help!

Postby beyondcrazy » Mon Nov 21, 2016 3:42 pm

Hi Jeff,

Please let me know what we should do about this licensing error. What else needs to happens so that our license works correctly?


Thanks,
Jon
User avatar
beyondcrazy
 
Posts: 16
Joined: Tue Jun 02, 2015 4:43 am

Re: License violation-- please help!

Postby jeff.tang » Mon Nov 21, 2016 4:11 pm

Hello,

In this case, could you please zip .cbk folder and send us by PM for further investigation? Please upload the zip file to Dropbox, OneDrive, Google drive etc and send us the download link by PM.
Jeff Tang
CloudBacko Forum Support
The Most Secure Cloud & Local Backup Software
jeff.tang
 
Posts: 750
Joined: Mon Feb 02, 2015 9:50 am

Re: License violation-- please help!

Postby beyondcrazy » Thu Nov 24, 2016 6:35 am

Hi Jeff,

I don't seem to have cbk or .cbk folder on my computer. Where is this folder located?

I do have several .cpb folders in the user folders.

Our license just deactivated -- I did the 14 day grace period, but it seems we're quickly running out out time.

Would it help if we just upgraded our license to V2?


Thanks.
Jon
User avatar
beyondcrazy
 
Posts: 16
Joined: Tue Jun 02, 2015 4:43 am

Re: License violation-- please help!

Postby jeff.tang » Thu Nov 24, 2016 5:16 pm

Hi Jon,

In this case, can you please check if there is a "C:\users\{username}\.cbp" folder and send us the download link by PM?
Jeff Tang
CloudBacko Forum Support
The Most Secure Cloud & Local Backup Software
jeff.tang
 
Posts: 750
Joined: Mon Feb 02, 2015 9:50 am

Re: License violation-- please help!

Postby beyondcrazy » Fri Nov 25, 2016 3:33 am

Hi Jeff,

I've uploaded the .CPB archive and send you a link in PM, sent to CB Support Manager.

Thanks,
Jon
User avatar
beyondcrazy
 
Posts: 16
Joined: Tue Jun 02, 2015 4:43 am

Re: License violation-- please help!

Postby jeff.tang » Fri Nov 25, 2016 3:10 pm

Hi Jon,

Can you please PM again to me instead of Support Manager?
Jeff Tang
CloudBacko Forum Support
The Most Secure Cloud & Local Backup Software
jeff.tang
 
Posts: 750
Joined: Mon Feb 02, 2015 9:50 am

Re: License violation-- please help!

Postby beyondcrazy » Fri Nov 25, 2016 4:54 pm

Hi Jeff,

Sorry, I've resent the link to your direct PM.

Thanks,
Jon'
User avatar
beyondcrazy
 
Posts: 16
Joined: Tue Jun 02, 2015 4:43 am

Re: License violation-- please help!

Postby jeff.tang » Mon Nov 28, 2016 12:02 pm

Hi Jon,

I have got your message. Please kindly check your PM again. Thanks.
Jeff Tang
CloudBacko Forum Support
The Most Secure Cloud & Local Backup Software
jeff.tang
 
Posts: 750
Joined: Mon Feb 02, 2015 9:50 am

Re: License violation-- please help!

Postby beyondcrazy » Mon Nov 28, 2016 1:00 pm

Hi Jeff,

I responded.

-Jon
User avatar
beyondcrazy
 
Posts: 16
Joined: Tue Jun 02, 2015 4:43 am

Re: License violation-- please help!

Postby jeff.tang » Mon Nov 28, 2016 3:47 pm

Hi Jon,

Thank you for your reply. I am currently checking this with my license team. I will get back to you soon.
Jeff Tang
CloudBacko Forum Support
The Most Secure Cloud & Local Backup Software
jeff.tang
 
Posts: 750
Joined: Mon Feb 02, 2015 9:50 am

Re: License violation-- please help!

Postby beyondcrazy » Thu Dec 01, 2016 1:36 pm

Hi Jeff,

Is there any update? I just checked my application license setting. It *appears* the problem may be resolved -- I'm no longer seeing the error msg?

-Jon
User avatar
beyondcrazy
 
Posts: 16
Joined: Tue Jun 02, 2015 4:43 am

Re: License violation-- please help!

Postby jeff.tang » Thu Dec 01, 2016 1:54 pm

Hi Jon,

Just checked the license from our record, the usage is correct and the problem should be resolved now.
Jeff Tang
CloudBacko Forum Support
The Most Secure Cloud & Local Backup Software
jeff.tang
 
Posts: 750
Joined: Mon Feb 02, 2015 9:50 am


Return to Contacting Support For License Issues

Who is online

Users browsing this forum: No registered users