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While we were upgrading our recovery series 814s from 9.0.0-11.201602171555 to 10.3.7 using the procedure for air gapped systems we had some error messages and it didn’t show the message to reboot the system. We ran again the upgrade script and then it showed no error and it asked to reboot the system. After the system reboot we are not able to access to the web interface, only by ssh. Tried to clean cache in the borwser had no effect.

We have contacted the Unitrends support but we didn’t realized that our support contract expired 56 days ago, so we have no support at this moment and we need at least to reinstall the appliance.

Do you know if there is a way to get the license details or activate the system if we reinstall it without support contract?

Thanks,

Francisco

@chrisreed2253 @katie

6 Spice ups
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On my UBE (926s running 10.3.6), if establish a putty connection, logging in as “root”, I can run the command:

unitrends-cli Get license

You need two things from the result, if I recall from doing a clean install before: The “key” and the “feature_string”. Hope that helps!

Edited to remove initial capital “u” in the command - Linux is case-sensitive!

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Thanks Jim,

I have tried but it returns null for all the fields. Perhaps is because the Unitrends database is not running after the failled upgrade.

Regards,

Francisco

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Ugh. The only other thing I can think of is: When we got our appliances, they came with a USB Thumb Drive with the original install image. The information might be on that but, it must be formatted with something Windows doesn’t understand. If you have a Linux box laying around, or a laptop you can boot with a Linux 'Live Image", you might check it and see if there is a text file on there that contains your license. I don’t have any other good ideas, I’m sorry to say.

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Francisco - I’m sorry to hear that you’re having this issue. Other than rebooting your appliance to the original install image on it as Jim suggested, there isn’t much that can be done since you don’t currently have a support contract.

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But Katie, two weeks after we received our Appliances, we made a configuration mistake we couldn’t figure out how to fix so, we use the supplied “Imaging” USB Drive to start over. It came up unlicensed and I had to put in a ticket to get the correct information. The license is perpetual - couldn’t support at least provide this basic information for him get back to ‘zero’ - whether he tries to upgrade from 9.x or not?

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Unfortunately, unless a customer has an active support contract, our support team will be unable to provide any sort of assistance.

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Ouch. Perhaps, if it hasn’t been brought up in the past already, discuss with management a ‘per-incident’ support option? I know I have sometimes missed a support expiration date and couldn’t stomach the “return to the fold” penalty some charge when weighed against how infrequently I need it. Just food for thought.

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Thanks for that feedback, Jim. A number of years ago, we offered a per-incident option, but stopped offering it since so few people used it. Honestly, the orgs that wanted/needed it required so many hours of support when they did call in for a per incident call to get everything sorted out, that they were better off paying their annual maintenance, and often often re-uped after a single per-incident call since it was busting their budget not to have unlimited access to our team.

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Now that I’ve thoroughly hijacked this thread: Thank you for sharing that. I know Unitrends is one of the Support Contracts I’d never (intentionally) let expire! It’s right up with VMware in that regard.

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I think your only real hope is get under Service again, I’m sorry to say. With any luck, they either don’t have a late renewal penalty or, you can get them to waive it.

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The problem is that the support team send to someone in the sales department and we haven’t been contacted yet.

I understand that is our mistake if we forget to renovate the support contract, but at this moment we have the appliance down and if we are not able to reactivate it soon we will have to find another backup solution for the future.

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Francisco - Can you private message me your company name & contact information so that I can have a member of the team follow up with you ASAP?