[KB7297] Resolve ACT or ECP errors during activation (Home users)

Issue

Solution

 Business users |  Android users

Troubleshooting activation errors

ESET products will display a number of ACT error codes (for example ACT.0, ACT.5, ACT.7 or ACT.21, view full list of ACT errors) if activation fails. To resolve these issues follow the steps below:

  1. Remove any previously installed antivirus software using the vendor's approved method. Get tools to remove third-party AV here.
     
  2. Verify that your internet connection is active by visiting the ESET home page. You must have an active internet connection before you can download updates.
     
  3. Click Start  and type Command Prompt.
     
  4. Right-click the Command Prompt icon and select Run as administrator.
     
  5. Type the command netsh winsock reset and press Enter. Restart your computer and attempt to activate it.

Figure 1-1

  1. Errors can occur when the system time on your machine is set incorrectly. Set your system clock properly to resolve the error.
     
  2. Navigate to C:\Windows\System32\drivers\etc and verify if the hosts file contains any DNS poisoned entries related to the edf.eset.com domain.

    If any DNS poisoned entries are found, remove these entries from the hosts file using a text editor like Notepad or Notepad++. This action requires Windows administration privileges.

Figure 1-2

See the complete Activation overview diagram for more information and context about activation issues.

If you are still unable to resolve your issue after performing these steps (or checking Activation error codes and messages), email ESET Technical Support.


Activation error codes and messages

If you received this error on an android device view our Android-specific instructions

Error code Issue Description and Troubleshooting
ACT.0 If you receive one of these activation errors with your ESET Windows home product, email ESET Technical Support.
ACT.1 Activation was successful but something went wrong. Determine if you have the latest version of your ESET product.
ACT.17

Activation Failed - Canceled license

  • If you have renewed/enlarged/upgraded your product recently, ensure you are activating it 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 the Lost license form.
ACT.18
It is required to verify the activation with the parent (previous) license which is already not renewable or expired.
ACT.20
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 you activate your ESET product.
ACT.21

This error typically occurs after upgrading your ESET product. To resolve this, restart your computer and then attempt to activate it again. We recommend using your License Key to activate when possible. Activate my ESET Windows home product using my Username, Password, or License Key

ACT.24

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

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

ACT.25 You may receive the ACT.25 error if you used your license previously with an ESET Beta product. To resolve this issue, email ESET Technical Support.
ACT.32
ACT.34

Activation failed - An error occurred during activation

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

ACT.39

Your license is overused. Possible solutions are:

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.

ACT.4 This error may be caused by a failed upgrade or corrupted installation. Verify there is no other antivirus/security software installed on your system in conflict with your ESET product.
ACT.46
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, email ESET Technical Support.
ACT.5

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.

ACT.6 Your license is expired and non-renewable, the product has to be activated using a different license. This error typically occurs when you try to activate a product using an expired trial license.
ACT.7

Activation failed

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

ACT.8

Entered invalid username/password for access to ESET License Manager.

If you are a license owner and cannot log in, email ESET Technical Support.

ECP.4097

Undefined Error

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

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

ECP.4098

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, email ESET Technical Support.

ECP.4099

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 Smart Security Premium / ESET Internet Security / ESET NOD32 Antivirus 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 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

  • Communication with ESET activation servers is verified using certificates. Ensure the Windows root certificates are updated using Windows Update automatically. Alternatively, please 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.

ECP.4100

Internal error

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

ECP.4116

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 you to activate your ESET product:

Activation server or internet connection issues

Error code Issue Description and Troubleshooting
ECP.20002

We could not reach the activation server

This error is commonly caused by the following reasons:

  1. Your computer is not properly connected to your network and your internet connection is not active.
  2. A conflict with a third-party security software, such as Lavasoft Web Companion. To resolve the error, uninstall Lavasoft Web Companion and run a winsock reset.

Verify you have an active internet connection

Your ESET product is having trouble connecting to the ESET servers. Verify that your computer has an active internet connection by going to https://www.eset.com.

Remove Lavasoft Web Companion

NOTE: In the Add/Remove programs window, Lavasoft may be displayed as "Web Companion" only.

When Lavasoft is removed, follow the steps below:

  1. Open an administrative Command Prompt. Right-click the Command Prompt icon and select Run as administrator
  2. Type the command netsh winsock reset and press Enter.
  3. Restart your computer.
  4. Delete the following files:
    C:\Windows\system32\LavasoftTcpService64.dll
    C:\Windows\system32\SysWOW64\LavasosftTCPService.dll (64-bit systems only)

In normal circumstances, you should be able to activate your ESET product. If not, that means your computer has a network/DNS/Internet issue or third-party security software leftovers in your computer block attempts to perform the activation. If you are still unable to resolve your issue, email ESET Technical Support.

ECP.20006

Connection to activation servers has been blocked/interrupted. Check for a firewall presence on your network.

Email ESET Technical Support to resolve this issue.

ECP.20016 Proxy server settings have an invalid username and password to connect to the proxy.
ECP.20031 Certificate validation fails.

Refer to Certificate validation fails when installing my ESET product.

ECP.20032 The ESET servers are busy. Please wait the specified amount of time stated in the error message and then try to activate again. If you are still unable to resolve your issue, email ESET Technical Support.

Older ESET products

Error code Issue Description and Troubleshooting
Error 0008

Product activation fails

You may need to re-enter your ESET username and password or clear the update cache. Visit the following ESET Knowledgebase article for instructions:

Error 0015

Activation Error

If you receive the messages "Activation failed" and "The activation key you entered has already expired" when attempting to activate your ESET product purchased from Staples, email ESET Technical Support. Please include your Activation key and the proof of purchase number from your Staples receipt in your email if available.

Error 0097

Activation key is used for a different product

Verify you downloaded the correct ESET product for the license you purchased. To download a different product, Click here to visit the Download Page.

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