[#1]

I posted last week (Problem adding 3rd computer) and received a reply on the discussion board to try downloading Mozy again. I still get the same error message. My account lists 2 computers but when I try to download Mozy onto a 3rd computer, I get the message that I have used all 3 licenses and will have to pay an additional fee to add another computer. There is a big green "solved" stamped on my post but the problem is not solved. Please help me solve this. Thank you.

[#2]

Does the third machine you are trying to add have the same machine name as one of your other two machines that is currently backing up through your account?

[#3]

amrosenbaum - There are currently two deleted machines and two active machines currently listed on your account. I would like to test your account here in house and add a machine for troubleshooting. However, I will need to change your password to something temporary for testing and after testing your account, you can change it back. If you agree, please post back here and once I am done, I will send you a PM with the temporary password.

[#4]

No

[#5]

If you have access to the info about my account & can see that I am only using 2 licenses, why do additional steps need to be taken? I don't understand from your post what you need to do and why it involves my password. Can you please explain? Isn't the problem on Mozy's end? It seems like some error is occurring on Mozy's end that is preventing Mozy's system from recognizing I am only using 2 licenses. Thank you for your help.

[#6]

amrosenbaum - You are correct. We have access to your account and don't see anything wrong with the account at all. This is the reason I wanted to replicate what you are seeing since this issue seems to be isolated to your account.

I "Undeleted" the two machines (S090272 & Sync) that were deleted by you and then deleted them again using a different process just to make sure the deletion process was completed successfully. You can try to install the new machine again and let me know if it goes through.

[#7]

Tried again to download Mozy to third computer.  SAME MESSAGE: if I want to add Mozy to my account, I will have to pay an additional fee since I have used up my licenses.  Now what?

[#8]

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amrosenbaum wrote:

Tried again to download Mozy to third computer.  SAME MESSAGE: if I want to add Mozy to my account, I will have to pay an additional fee since I have used up my licenses.  Now what?

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It may not have been there before, but I just looked at your account and I am currently seeing 3 active machines.  Can you open your browser and let me know if you are also now seeing 3 active machines?

[#9 · Accepted solution]

amrosenbaum - As bsmith indicated, you have three machine on your account and your plan only allows three machines. Please see the screen shot attached.