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: 2013-10-22  |  Article URL http://www.symantec.com/docs/TECH63944
Article Type
Technical Solution


Environment

Issue



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
            - Backup Exec System Recovery Basic (Formerly Backup Exec for Windows Servers System Recovery Option)
                On file connect file in question is:  BESRB85_AllWin_Multilingual_Prod.zip

            Be sure that the product key version match the version installed on the system the product key is being applied to.

ISSUE 2:


    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.



    Legacy ID



    311478


    Article URL http://www.symantec.com/docs/TECH63944


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