Knowledge Base

Troubleshooting CodeTwo Backup license status verification issue

Problem:

When you start CodeTwo Backup, access your licensing information or start a job, you get the following errors:

Failed to verify the program license status. Check your internet connection and restart the program.
System info: Value cannot be null.
Parameter name: licenseKeyDesc

or

There was an error deserializing the object of type C2.Licensing.Models.Public.Responses.LicenseKeyResponse. The data at the root level is invalid. Line 1, position 1.

Because of that, you cannot reactivate your license key or run any jobs.

Solution:

These errors may occur if:

  • The CodeTwo Backup Service cannot access the folder where the licensing file is stored. You may experience this issue after updating the program to a version that uses the new licensing model. 
  • The program's licensing file gets corrupted. This usually happens as a result of an unexpected shutdown of the system (e.g. due to a sudden power failure). Although CodeTwo Backup is equipped with a mechanism that prevents file corruption caused by unexpected crashes, there are certain complex situations that cannot be handled.

To fix this issue, use one of the following methods:

Running CodeTwo Backup as a domain admin

  1. Close the Administration Panel of CodeTwo Backup.
  2. Go to Control Panel > Administrative Tools > Services (or run services.msc), right-click the CodeTwo Backup Service and select Properties (Fig. 1.).

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Fig. 1. Accessing the properties of the CodeTwo Backup Service.

  1. Go to the Log on tab.
  2. Select the This account option and click Browse.
  3. Select a domain admin account, provide the password, and apply all your changes (Fig. 2.).

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Fig. 2. Configuring the CodeTwo Backup Service to log on as a domain admin.

  1. Back in the Services window, right-click the CodeTwo Backup Service and select Restart.
  2. Run CodeTwo Backup. 

The program should now be able to access the licensing information. However, if this doesn't resolve the issue, continue with these steps.

Deleting corrupted CodeTwo Backup licensing files and re-activating the program

Important

Before you proceed, make sure you have your license key ready. It will be necessary to activate the program.

  1. Close the Administration Panel of CodeTwo Backup.
  2. Go to Control Panel > Administrative Tools > Services (or run services.msc) and stop the CodeTwo Backup Service (Fig. 3.).

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Fig. 3. Stopping the CodeTwo Backup Service.

  1. Go to folder C:\ProgramData\CodeTwo Backup.
  2. Delete files BackupLicense.2.xml and BackupLicense.2.xml.bak (Fig. 4.).

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Fig. 4. Deleting corrupted CodeTwo Backup licensing files.

  1. Restart the CodeTwo Backup Service by right-clicking it in the Services window (see Fig. 3. above) and selecting Start.
  2. Open CodeTwo Backup Administration Panel.
  3. Click the Licensing link on the Help card (Fig. 5.).

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Fig. 5. Accessing the Licensing window.

  1. In the Licensing window that opens, click Activate, enter your license key, and click Activate again (Fig. 6.).

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Fig. 6. Activating CodeTwo Backup.

Once done, the program will work normally without further issues and you will be able to run your jobs again.