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

Issue

Solution

Business users

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:

  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 the Enter key. Restart your computer and attempt to activate it.

    Figure 1-1

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

  7. 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 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

  • If you have recently renewed/enlarged/upgraded your product, ensure you activate it using the most recent Activation Key supplied by ESET after purchase, considering the previous credentials could be changed.
  • Your subscription 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 Activation Key through the Lost subscription form.
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

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 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

  • 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 does not 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 automatically using Windows Update. 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 resolving the issue and activating your ESET product. We recommend including ESET Log Collector output when submitting a support request.
ECP.4100

Internal error

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:

  1. Your computer is not properly connected to your network, and your internet connection is inactive.
  2. A conflict with 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

Web Companion

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

After 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 the Enter key on your keyboard.

  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, 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

Product activation fails

You may need to re-enter your ESET username and password or clear the update cache.
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. 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.

 

Last Updated: Nov 7, 2024

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