[KB6996] Resolve ACT or ECP errors during activation (business users)

Activation Failed - Canceled license

• If you have renewed/enlarged/upgraded your product recently verify you are activating using the most recent License Key supplied by ESET after purchase considering the previous credentials could be changed.
• Your license credentials could have been reset to avoid overuse due to leaking practices. Check the email account registered during purchase and look for any communication on behalf of ESET regarding this scenario. You can recover the new License Key through our Lost license form.

Your ESET product is having trouble connecting to the ESET GEO IP server.

Verify that your network has rules allowing access to the ESET GEO IP servers.

Activation failed - An error occurred during activation

Your License key is not valid in the country you selected during installation. Select the proper country or contact your license distributor.

Your license is overused. Possible solutions are:

• Remove license or deactivate ESET on unused devices via ESET PROTECT Hub or ESET Business Account
• Remove license or deactivate ESET on unused devices manually
• Renew or extend your license

To identify and report a pirated ESET license, visit our Knowledgebase article for instructions.

When the license is no longer overused, attempt to activate again.

• Uninstallers (removal tools) for common Windows antivirus software

Your license is expired and can be renewed.

If you are receiving this error when your ESET product is new and you have not already activated it, Need further assistance? Contact ESET Technical Support.

Activation failed/Invalid License Key

Type or copy/paste the License Key into your ESET product as it is written.

If you receive the error message "Activation failed", then the Activation key you are using has already been activated or you entered an incorrect License Key. When the key was activated, an email was sent out to the registered email containing an ESET-issued Username, Password, and License Key.

Depending on the version of your product, you will need to enter one or more of these credentials into your ESET product to activate it.

• Activate ESET business products using ESET PROTECT or ESET PROTECT On-Prem
• How do I receive a Username, Password, and License Key for my ESET business product?
• I lost my Username, Password, or License Key

Activation failed

Verify you downloaded the correct ESET product for the license you purchased. To download a different product, visit the download page.

Entered invalid username/password for access to ESET My licenses.

If you are a license owner and cannot log in, Need further assistance? Contact ESET Technical Support.

Undefined error

This error can occur when the system time on your machine is set incorrectly. Set your system clock properly to resolve this error.

If you are still unable to resolve your issue, Need further assistance? Contact ESET Technical Support.

Your ESET product is having trouble connecting with ESET servers.

Verify your computer has an active internet connection by going to www.eset.com.

If you are still unable to resolve your issue, Need further assistance? Contact ESET Technical Support.

We could not reach the activation server

This is a known issue with Windows operating systems that prevents activating your ESET product in some circumstances.

ESET Endpoint Antivirus/Security users (and all Windows XP users)

• Verify your Windows operating system is up-to-date. If not, perform a Windows Update, restart your computer and try to activate it again.

• Ensure that any other antivirus/security software installed on your system is not in conflict with your ESET product. Uninstallers (removal tools) for common Windows antivirus software

• Verify HTTP Proxy or Update mirror settings are configured correctly or disable HTTP Proxy policy from ESET PROTECT On-Prem.

• Microsoft Windows Server 2003 users—Download and install the hotfix from Microsoft: https://support.microsoft.com/en-us/kb/938397

• Communication with ESET activation servers is verified using certificates. Verify the Windows root certificates are updated using Windows Update automatically. Alternatively, refer to Microsoft's article.

If you still cannot activate your ESET product, email ESET Technical Support and receive specific tools and instructions on how to resolve the issue and activate your ESET product. We recommend including ESET Log Collector output when submitting a support request.

Internal error

If you are still unable to resolve your issue, Need further assistance? Contact ESET Technical Support.

Invalid credentials

You are trying to activate an ESET security product with ESET PROTECT Hub or ESET Business Account Security Admin login credentials, however, the username or password is wrong.

This license is not valid in the selected country. Your license needs to be activated in the country where it was purchased

Alternatively, contact your local ESET partner to update your license and help to activate your ESET product:

• How can I contact my local ESET partner for support?