[KB6636] “Your license file does not contain a Username or Password” or “ESET LiveGrid is not accessible” error after upgrading ESET endpoint products to version 6.6.2068

Issue

ESET business product no longer supported

This article applies to an ESET product version that is currently in End of Life status and is no longer supported. The content in this article is no longer updated. 

For a complete list of supported products and support level definitions, review the ESET End of Life policy for business products.

Upgrade ESET business products.

  • Limited or corrupted behavior of your ESET endpoint product after you upgrade to version 6.6.2068.x
     
  • Modules update failed: "Your license file does not contain a Username or Password. You can update only from an update mirror."

  • ESET LiveGrid® is not accessible: “The credentials used to access ESET LiveGrid® servers are not correct.”

 

Solution

If endpoints are not upgrading correctly to version 6.6.2072, follow the instructions below.

  1. On the affected endpoints that have not upgraded to version 6.6.2072 successfully (use RDP to check remotely), from the main program window click Update → Show all modules. If the module list is empty, restart the operating system. 
     
  2. Send an upgrade task to clients without selecting an ESET license (if you are running an upgrade installation on a previously activated product, do not select the license). 

    Make sure to select the check box next to Automatically Reboot When Needed.
     
  3. If the installation is still corrupted, use the ESET uninstaller tool and install again. Do not uninstall ERA Agent.

To view the changelog and any current known issues for version 6.6.2072, see the news article ESET Endpoint Security and ESET Endpoint Antivirus version 6.6.2072 have been released.

If you are still unable to resolve your issue, contact ESET Technical Support.