Issue
- You receive an error starting with ACT during activation
- You receive an error starting with ECP during activation
- Resolve activation issues with ESET business products
- Troubleshooting errors
- Activation error messages
- Activation server or internet connection issues
- Earlier ESET products
Solution
Troubleshooting activation errors
If activation fails, ESET products will display several ACT error codes (for example, ACT.0, ACT.5, ACT.7, or ACT.21; view a full list of ACT errors). To resolve these issues, follow the steps below:
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Remove any previously installed antivirus software using the vendor's approved method. Get tools to remove third-party AV here.
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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.
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Click Start
and type Command Prompt. -
Right-click the Command Prompt icon and select Run as administrator.
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Type the command netsh winsock reset and press the Enter key on your keyboard. Restart your computer and attempt to activate it.
Figure 1-1 -
Errors can occur when the system time on your machine is set incorrectly. Set your system clock properly to resolve the error.
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Navigate to
C:\Windows\System32\drivers\etcand 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 cannot resolve your issue after performing these steps (or checking Activation error codes and messages), email ESET Technical Support.
Activation error codes and messages
| 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.15 | If you cannot activate your product with an Activation Key, manually disconnect a device from an ESET HOME account and activate your product with an Activation Key again. |
| ACT.17 |
Activation Failed - Canceled subscription
|
| ACT.18 |
Verifying the activation with the parent (previous) subscription is required, which is not renewable or expired. |
| ACT.20 |
This subscription is not valid in the selected country. Your subscription needs to be activated in the country where it was purchased. Alternatively, contact your local ESET partner to update your subscription and help you activate your ESET product. |
| ACT.21 |
This error typically occurs after upgrading your ESET product. To resolve this error, restart your computer and attempt to activate your product using your subscription key. Add the inline link to "active your ESET product. |
| ACT.24 |
Your ESET product is having trouble connecting to the ESET IP server. Verify that your network has rules allowing access to the ESET IP servers. |
| ACT.25 | You may receive the ACT.25 error if you used your subscription previously with an ESET Beta product. To resolve this issue, Need further assistance? Contact ESET Technical Support. |
| ACT.32 ACT.34 |
Activation failed - An error occurred during activation Your Activation Key is not valid in the country you selected during installation. Select the proper country or contact your distributor. |
| ACT.39 |
Your subscription is overused. Possible solutions are:
To identify and report a pirated ESET license, visit our Knowledgebase article for instructions. When the subscription is no longer overused, attempt to activate again. |
| ACT.4 |
A failed upgrade or corrupted installation may cause this error. Verify there is no other antivirus/security software installed on your system that conflicts with your ESET product. |
| ACT.46 |
Your subscription is expired and can be renewed. If you receive this error when your ESET product is new and you have not already activated it, email ESET Technical Support. |
| ACT.5 |
Activation failed/Invalid Activation Key Type or copy/paste the Activation Key into your ESET product as it is written. If you receive the error message "Activation failed," the Activation Key you are using has already been activated, or you entered an incorrect Activation Key. When the key was activated, an email containing an ESET-issued Username, Password, and Activation Key was sent to the registered email. Depending on the version of your product, you will need to type one or more of these credentials into your ESET product to activate it. |
| ACT.6 | Your subscription is expired and non-renewable. Your ESET product has to be activated using a different subscription. This error typically occurs when you try to activate a product using an expired trial subscription. |
| ACT.7 |
Activation failed Verify you downloaded the correct ESET product for the subscription you purchased. To download a different product, visit the download page. |
| ACT.8 |
Entered invalid username/password for access to ESET My subscriptions. If you are a subscription owner and cannot log in, email ESET Technical Support. |
| ECP.4097 |
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 cannot 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 cannot resolve your issue, email ESET Technical Support. |
| ECP.4099 |
We could not reach the activation server This known issue with Windows operating systems prevents activating your ESET product in some circumstances. ESET HOME Security Premium/ESET HOME Security Essential
If you still cannot activate your ESET product, email ESET Technical Support and receive specific tools and instructions on resolving the issue and activating your ESET product. We recommend including ESET Log Collector output when submitting a support request. |
| ECP.4100 |
If you cannot resolve your issue, email ESET Technical Support. |
| ECP.4116 |
This subscription is not valid in the selected country. Your subscription needs to be activated in the country where it was purchased Alternatively, contact your local ESET partner to update your subscription and help you activate your ESET product: |
| 0x00040027 (macOS) |
Your subscription is overused. Possible solutions are:
To identify and report a pirated ESET license, visit our Knowledgebase article for instructions. When the subscription is no longer overused, attempt to activate again. |
| 0x00000013 (macOS) |
Activate the Product Verify you downloaded the correct ESET product for the subscription you purchased. To download a different product, visit the download page. If you cannot resolve your issue, email ESET Technical Support. |
Activation server or internet connection issues
| Error Code | Issue Description and Troubleshooting |
|---|---|
|
ECP.20002
|
We could not reach the activation server The following reasons commonly cause this error:
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 After Lavasoft is removed, follow the steps below:
In normal circumstances, you should be able to activate your ESET product. If not, your computer has a network/DNS/internet issue or third-party security software left over on your computer that blocks attempts to perform the activation. If you cannot 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 for connecting 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. Wait the specified time stated in the error message, and then try to activate again. If you cannot resolve your issue, email ESET Technical Support. |
|
0x00030000 (macOS)
0x1003000d (macOS)
|
We could not reach the activation server This error commonly occurs when your computer is not properly connected to your network and your internet connection is inactive. 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. |
Earlier ESET products
| Error Code | Issue Description and Troubleshooting |
|---|---|
| Error 0008 |
You may need to re-enter your ESET username and password or clear the update cache. |
| Error 0015 |
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. 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 subscription you purchased. To download a different product, visit the Download Page. If you cannot resolve your issue, email ESET Technical Support. |
