After installing Backup Exec System Recovery 8.5x, the error, "Invalid Product key," occurs when entering a product key and/or there appears to be two listing for the product on the Symantec FileConnect download portal.
| Article:TECH63944 | | | Created: 2010-02-08 | | | Updated: 2010-02-08 | | | Article URL http://www.symantec.com/docs/TECH63944 |
Problem
After installing Backup Exec System Recovery 8.5x, the error, "Invalid Product key," occurs when entering a product key and/or there appears to be two listing for the product on the Symantec FileConnect download portal.
Solution
This technote is to address two related issues being reported after the release of the Symantec Backup Exec System Recovery (BESR) 8.5x. Efforts are being made to address these issues and this technote document will be updated when a resolution is found.
ISSUE 1:
- When attempting to provide the 8.5 product key to an BESR 8.5 install, the product reports that key is invalid.
Both Symantec technical support http://www.symantec.com/business/support/contact_techsupp.jsp?pid=53845
and licensing support https://licensing.symantec.com/acctmgmt/index.jsp
reports the product key being applied is correct for the 8.5 version.
SOLUTION: Verify that the product install is the correct version for the product key being applied. There are two installs available from the FileConnect site
- - Backup Exec System Recovery (Server, Small Business, Desktop) Edition
- On file connect file in question is: BESR85_AllWin_Multilingual_Prod.zip
- On file connect file in question is: BESRB85_AllWin_Multilingual_Prod.zip
When logged into the FileConnect site https://fileconnect.symantec.com there appears to have the same install portion of the BESR 8.5 product listed.
As shown, the difference between the two files is the additional 'b' in the filename indicating the 'Basic' version listed above and better described in the appropriate technote in the Related Documents section below.
SOLUTION: Be sure to download and install the correct product install for the product key issued for this client.
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Related Articles
Legacy ID
311478
Article URL http://www.symantec.com/docs/TECH63944
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