Alert Details
Issue overview
We have identified an issue in ESET PROTECT On-Prem, where some licenses have changed product codes during the implementation of licensing updates to our backend systems. This change has resulted in a mismatch of license activation tokens in previously created Product Activation client tasks, Software Install client tasks and installers, leading to product activation failures.
This issue has already been fixed, but the alerts indicating a problem with a license are still visible in ESET PROTECT On-Prem version 11 and earlier.
Issue manifestation
In the ESET PROTECT On-Prem Web Console's Client Task screen, the following alerts may appear:
- "The referenced license is not accessible"
- "Insufficient access rights or license is not accessible"
Affected users
This issue affected ESET PROTECT On-Prem users who had Product Activation client tasks, Software Install client tasks and installers linked to impacted licenses. Specifically, ESET Endpoint Security + ESET Server Security licenses, which were previously part of the ESET PROTECT Advanced, ESET PROTECT Complete, ESET PROTECT Enterprise, and ESET PROTECT Elite tiers (cloud-eligible licenses only).
The issue is fixed in ESET PROTECT On-Prem, but alerts are still visible in ESET PROTECT On-Prem version 11 and earlier. We recommend that all users upgrade to ESET PROTECT On-Prem version 12.
If you want to fix the issue manually, refer to the Manual workaround section below.
Manual workaround
However, alerts are still visible in the ESET PROTECT On-Prem version 11 and earlier.
Follow the instructions below to manually resolve this issue:
Client tasks
In your ESET PROTECT On-Prem Web Console:
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Click Tasks → Client Tasks.
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Select the affected task and click Edit.
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Click Settings, select the applicable license and click OK.
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Click Finish.
Installers
Users must re-create the affected installers.
