software installation faiils says product key invalid


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marcmoran
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I did a clean install of windows 10 over Win 7. I am unable to get Macrium to reload the software.  The installation fails after pasting the product key. Says it not recognized.
Marc

capair45
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marcmoran - 26 February 2020 3:04 PM
I did a clean install of windows 10 over Win 7. I am unable to get Macrium to reload the software.  The installation fails after pasting the product key. Says it not recognized.
Marc


Did you remove your Macrium product key from the product before the upgrade to Windows 10?  If not, that may be the problem.  Macrium recommends removing the key before any major upgrade. 

See this knowledge base article:  https://knowledgebase.macrium.com/display/KNOW/Removing+your+License+key+when+Upgrading+your+PC

If this seems to be your issue, contacting Support and explaining what happened may get you the solution you need.


Windows 10 Home (21H1)  Build 19043.1237
Macrium Reflect 8.0.6161
Windows Defender
Malwarebytes Premium 4.4.6


marcmoran
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capair45 - 26 February 2020 3:13 PM
marcmoran - 26 February 2020 3:04 PM
I did a clean install of windows 10 over Win 7. I am unable to get Macrium to reload the software.  The installation fails after pasting the product key. Says it not recognized.
Marc


Did you remove your Macrium product key from the product before the upgrade to Windows 10?  If not, that may be the problem.  Macrium recommends removing the key before any major upgrade. 

See this knowledge base article:  https://knowledgebase.macrium.com/display/KNOW/Removing+your+License+key+when+Upgrading+your+PC

If this seems to be your issue, contacting Support and explaining what happened may get you the solution you need.

Thank you, I had no idea that was required. I'll contact support.
Marc
marcmoran
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capair45 - 26 February 2020 3:13 PM
marcmoran - 26 February 2020 3:04 PM
I did a clean install of windows 10 over Win 7. I am unable to get Macrium to reload the software.  The installation fails after pasting the product key. Says it not recognized.
Marc


Did you remove your Macrium product key from the product before the upgrade to Windows 10?  If not, that may be the problem.  Macrium recommends removing the key before any major upgrade. 

See this knowledge base article:  https://knowledgebase.macrium.com/display/KNOW/Removing+your+License+key+when+Upgrading+your+PC

If this seems to be your issue, contacting Support and explaining what happened may get you the solution you need.

My product support has lapsed and I'm unable to submit a support ticket. I don't see another way of contacting support.
Marc
jphughan
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Sanity check question: Are you sure you're installing the same major release (V6 or V7) and the same edition (Home, Workstation, etc.)?  if you downloaded a V7 installer but have a V6 key, for example, that would certainly account for this behavior.

Otherwise, removing the product key to "deactivate" an existing Reflect installation is recommended to avoid the appearance of license reuse when you install it somewhere else, but failure to do that wouldn't cause Reflect to show your key as unrecognized.  When I first started Reflect I didn't know about removing the license key either, and during a server migration weekend that had quite a few bumps, I ended up rebuilding the system and reinstalling Reflect multiple times.  Macrium Licensing reached out to me asking what was going on, and I explained the situation, but the product key was never rejected.  But I suppose something may have changed since then.

One thing you can try is installing it as a trial and then pasting the serial number in later by going to Help > Add License Key.  I wouldn't think that would be necessary, and maybe it won't make a difference, but you never know.

Edited 26 February 2020 3:30 PM by jphughan
marcmoran
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jphughan - 26 February 2020 3:30 PM
Sanity check question: Are you sure you're installing the same major release (V6 or V7) and the same edition (Home, Workstation, etc.)?  if you downloaded a V7 installer but have a V6 key, for example, that would certainly account for this behavior.

Otherwise, removing the product key to "deactivate" an existing Reflect installation is recommended to avoid the appearance of license reuse when you install it somewhere else, but failure to do that wouldn't cause Reflect to show your key as unrecognized.  When I first started Reflect I didn't know about removing the license key either, and during a server migration weekend that had quite a few bumps, I ended up rebuilding the system and reinstalling Reflect multiple times.  Macrium Licensing reached out to me asking what was going on, and I explained the situation, but the product key was never rejected.  But I suppose something may have changed since then.

One thing you can try is installing it as a trial and then pasting the serial number in later by going to Help > Add License Key.  I wouldn't think that would be necessary, and maybe it won't make a difference, but you never know.

I started out downloading V7 and ran into problems. From my order confirmation email I downloaded Ver6 Home but was still unable to get it to work. I currently show No Support under support status and I think that might be locking me out of submitting a ticket.
Marc

jphughan
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What does "unable to get it to work" mean?  If your license is for V6, you'll need to get a V6 installer.  And you'll definitely want the latest release of V6 because the last update for V6 (as of this writing) addressed an issue that prevented Reflect from being able to capture images of systems running Win10 1903 and above, because of a change that Microsoft made in that release.

The link to download the Reflect V6 download agent directly from Macrium is below.  Download that file, run it, and enter your product key so that the download agent will retrieve the installer for the correct edition.  Then run the downloaded Reflect installer.  If you still run into issues, the more detail you can provide, the better.

http://updates.macrium.com/reflect/v6/reflectdlfull.exe

marcmoran
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jphughan - 26 February 2020 3:42 PM
What does "unable to get it to work" mean?  If your license is for V6, you'll need to get a V6 installer.  And you'll definitely want the latest release of V6 because the last update for V6 (as of this writing) addressed an issue that prevented Reflect from being able to capture images of systems running Win10 1903 and above, because of a change that Microsoft made in that release.

The link to download the Reflect V6 download agent directly from Macrium is below.  Download that file, run it, and enter your product key so that the download agent will retrieve the installer for the correct edition.  Then run the downloaded Reflect installer.  If you still run into issues, the more detail you can provide, the better.

http://updates.macrium.com/reflect/v6/reflectdlfull.exe

Thanks,
My down loads showed that I had already downloaded that file but the size was different. It loaded my product key without me having to paste it in. Still doesn't work.
Marc


jphughan
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Ok, then I guess try installing it as a trial and adding your product key later on.  I'm not sure what's going on there.

Lee
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Hey Marcmoran,

Thanks for posting,

It looks like your version 6 license has been upgraded to version 7, this is likely why you are seeing an "invalid" message.

If you do not know your new license key then you can access your order information, including, invoices, downloads and product keys here:

https://www.macrium.com/myorders

An email will be sent to you with your information, please use this to download and install version 7. If you are still having issues then please submit a ticket here:

https://helpme.macrium.com

Kind regards,

Macrium Support

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