[KB6470] Create product activation (ECP) logs in ESET home and small office products for Windows

Issue

• ESET Communication Protocol (ECP) logs from your failed product activation have been requested by ESET Technical Support
• You could not activate your ESET Windows home or small office product
• Enable advanced product activation logging
• Generate product activation logs using infoWebClientFlags.zip

Solution

Related solutions: Business users

Enable advanced product activation logging

1. Open the main program window of your ESET Windows home or small office product.

2. Press the F5 key to access Advanced setup.

3. Click Troubleshooting.

   

4. Expand Advanced Logging. Click the toggle next to Enable Licensing advanced logging and click OK.

   Enable Licensing advanced logging option is unavailable

   If the Enable Licensing advanced logging option is not available, generate product activation logs using infoWebClientFlags.zip.

   

5. Attempt to activate your ESET product again to reproduce the error and generate the log.

6. Navigate to the ECP folder, located at C:\ProgramData\ESET\ESETSecurity\Diagnostics\ECP. You may need to make hidden items visible to see the folder.

7. Select all the log files and right-click them. From the displayed context menu, select Compress to → ZIP File to create a .zip file.

8. Share the .zip log file with ESET Technical Support. We will review the files and advise you of the best course of action.

   • If you have already opened an ESET Technical Support case, respond to the email from ESET Technical Support and attach the .zip log file.
   • If you have not yet contacted ESET Technical Support, open a case and attach the .zip log file to the case.

   Issues with attaching the .zip log file

   If you are unable to attach the .zip log file, change the file extension to .file (for example, ECP.file).

Generate product activation logs using infoWebClientFlags.zip

1. Download the infoWebClientFlags.zip file.

2. Open the main program window of your ESET Windows home or small office product.

3. Press the F5 key to access Advanced setup.

4. Click HIPS and expand Self-Defense. Click the toggle next to Enable Self-Defense to disable it and click OK.

   

5. Restart your computer.

6. Double-click the downloaded infoWebClientFlags.zip file. Then, double-click the infoWebClientFlagsEnable.reg file and click Run.

   

7. Restart your computer.

8. Attempt to activate your ESET product again to reproduce the error and generate the log.

9. Double-click the downloaded infoWebClientFlags.zip file. Then, double-click the infoWebClientFlagsDisable.reg file and click Run.

10. Re-enable Self-Defense: in the main program window of your ESET product, press the F5 key, click HIPS, expand Self-Defense, enable the toggle next to Enable Self-Defense and click OK. Then, restart your computer.

    

11. Navigate to the ECP folder, located at C:\ProgramData\ESET\ESETSecurity\Diagnostics\ECP. You may need to make hidden items visible to see the folder.

12. Select all the log files and right-click them. From the displayed context menu, select Compress to → ZIP File to create a .zip file.

13. Share the .zip log file with ESET Technical Support. We will review the files and advise you of the best course of action.

    • If you have already opened an ESET Technical Support case, respond to the email from ESET Technical Support and attach the .zip log file.
    • If you have not yet contacted ESET Technical Support, open a case and attach the .zip log file to the case.

    Issues with attaching the .zip log file

    If you are unable to attach the .zip log file, change the file extension to .file (for example, ECP.file).