[KB7297] Resolve ACT or ECP errors during activation

Activation was successful, but an error occurred. Determine if you have the latest version of your ESET product:

• Business users
• Home or small office users

Activation failed—Canceled subscription

• If you have recently renewed/enlarged/upgraded your product, verify that you are using the most recent activation key supplied by ESET to activate it. The previous credentials could have changed.
• Your subscription credentials could have been reset to avoid overuse. Check the email account registered during purchase and look for any communication from ESET regarding this scenario. You can recover a new activation key through the Lost ESET Subscription form.

This error typically occurs after upgrading your ESET product. To resolve this error, restart your computer and attempt to reactivate your ESET product:

• Business users
• Home and small office users

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

Your subscription is overused. Possible solutions are:

• Remove a subscription or deactivate ESET on unused devices:
  • Business users
  • Home or small office users
• Renew or extend your subscription

When the subscription is no longer overused, attempt to activate your product again.

Your subscription has expired and must be renewed

If you are receiving this error when your ESET product is new and you have not already activated it, contact ESET Technical Support.

Activation failed—Invalid activation key

Type or copy/paste the activation key into your ESET product as it is written.

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

• Activate your ESET product:
  • Business users
  • Home and small office users
• I lost my ESET subscription

Activation failed

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

An invalid username/password was used

If you are a subscription owner and cannot log in, contact ESET Technical Support.

Activation failed

Activation is temporarily unavailable due to too many failed attempts to type the correct activation key. You can try again later or use a different network.

If a single IP address generates a high number of login attempts across multiple ESET HOME accounts, the IP address is automatically blocked.

You can wait for a period of time, switch to a different network, or contact ESET Technical Support to request IP address unblocking.

Undefined error

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

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

Your ESET product is having trouble connecting to ESET servers

Verify your computer has an active internet connection. If you are still unable to resolve your issue, contact ESET Technical Support.

We could not reach the activation server

This is a known issue in Windows operating systems that may prevent activation of your ESET product under certain circumstances.

• Verify your Windows operating system is up to date. If not, update Windows, restart your computer, and try activating it again.
• Uninstall any other antivirus/security software installed on your system.
• Communication with ESET activation servers is verified using certificates. Verify the Windows root certificates are updated automatically using Windows Update. Alternatively, refer to this Microsoft's article.
• Business users must verify that HTTP Proxy and mirror settings are configured correctly or disable the HTTP Proxy policy in ESET PROTECT On-Prem.

If you still cannot activate your ESET product, contact ESET Technical Support. We recommend including ESET Log Collector output when submitting a support request.

Internal error

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

Invalid credentials

You are trying to activate an ESET security product with ESET PROTECT Hub or ESET Business Account administrator credentials, but the username or password is wrong.

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

Contact your local ESET partner to update your subscription.

Activation failed

Activation is temporarily unavailable due to too many failed attempts to type the correct activation key. You can try again later or use a different network.

This error is displayed when access to the ESET HOME account is blocked due to a detected brute-force attack.

You can wait for a period of time or contact ESET Technical Support to request the ESET HOME account unblocking.

Your subscription is overused

Possible solutions:

• Remove the subscription or deactivate ESET on unused devices
• Renew or extend your subscription

When the subscription is no longer overused, try activating your product again.

Activate the Product

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

If this does not resolve your issue, contact ESET Technical Support.