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TomasP

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Kudos

  1. Upvote
    TomasP gave kudos to shocked in Rude and unhelpful customer support   
    actually Microsoft will refuse support or at least free support if the key isn't bought directly from them.
    Eg. if your Dell/HP/Asus etc., laptop came preinstalled with Windows, MS will ask you to contact the manufacturer for support even if the OS isn't made by that third company.

    (at least that what i remember a few years back.)
  2. Upvote
    TomasP received kudos from LesRMed in Rude and unhelpful customer support   
    Unlike companies like Microsoft, ESET operates on the base of partnership. Therefore, with the exception of a few countries, ESET does not have its own presence on the market, but is instead represented by a local company that has the rights to distribute the products and use the logo, name, domain, trademarks, etc.
    These companies then can sell the products themselves, as well as via a network of resellers - the prices are generally the same, so it does not matter whether the customer buys the license from ESET's website, or an authorized reseller. The redirection is not done to ESET's website from the reseller's website, but only from other country's ESET website to the customer's local ESET website - and that is to ensure each customer can get support in their own local language, which is something ESET takes pride in.
    The resellers may be listed on the local ESET website, so that they can be checked by prospective customers, but in other countries, this may be done differently to fit the situation or local customs.
    As for Slovakia, where ESET HQ is located, we have the list published at https://www.eset.com/sk/firemna-it-bezpecnost/partnerstvo/kraje/ (it is even broken down by regions).
    Buying from these resellers guarantees the license is genuine and there is no shady activity involved. Buying from other resellers may still turn out okay, provided they obtained the license in the same country and don't resell it multiple times, but that is a risk we do not recommend taking. (Also, the unauthorized reseller is breaking the product's EULA, as they are not allowed to further sell the license).
    Suspiciously low-priced licenses are always indicators of piracy, as they tend to be purchased in countries where the prices are lower, copying the buying power of that market, and then resold without ESET's authorization elsewhere, most often to several people at the same time too. When ESET is made aware of such licenses, they may be deactivated without prior notice.
    A good indication of a trusted reseller is that when you purchase the license, you obtain a license key that you can register yourself in ESET's systems under your own name and email address. Unauthorized resellers generally don't have access to such "blank" licenses, so they register the license under their own name and email and only provide you with the license key to use in the product, but you can't register it on ESET's website as your own, because it was already registered by the reseller. Therefore, in ESET's database, the reseller is the rightful owner who may use the license, not you.
    Sorry if this was too technical or too long, I just wanted to explain the licensing and sales model properly, so that it is understood well by everybody.
  3. Upvote
    TomasP received kudos from shocked in Rude and unhelpful customer support   
    Unlike companies like Microsoft, ESET operates on the base of partnership. Therefore, with the exception of a few countries, ESET does not have its own presence on the market, but is instead represented by a local company that has the rights to distribute the products and use the logo, name, domain, trademarks, etc.
    These companies then can sell the products themselves, as well as via a network of resellers - the prices are generally the same, so it does not matter whether the customer buys the license from ESET's website, or an authorized reseller. The redirection is not done to ESET's website from the reseller's website, but only from other country's ESET website to the customer's local ESET website - and that is to ensure each customer can get support in their own local language, which is something ESET takes pride in.
    The resellers may be listed on the local ESET website, so that they can be checked by prospective customers, but in other countries, this may be done differently to fit the situation or local customs.
    As for Slovakia, where ESET HQ is located, we have the list published at https://www.eset.com/sk/firemna-it-bezpecnost/partnerstvo/kraje/ (it is even broken down by regions).
    Buying from these resellers guarantees the license is genuine and there is no shady activity involved. Buying from other resellers may still turn out okay, provided they obtained the license in the same country and don't resell it multiple times, but that is a risk we do not recommend taking. (Also, the unauthorized reseller is breaking the product's EULA, as they are not allowed to further sell the license).
    Suspiciously low-priced licenses are always indicators of piracy, as they tend to be purchased in countries where the prices are lower, copying the buying power of that market, and then resold without ESET's authorization elsewhere, most often to several people at the same time too. When ESET is made aware of such licenses, they may be deactivated without prior notice.
    A good indication of a trusted reseller is that when you purchase the license, you obtain a license key that you can register yourself in ESET's systems under your own name and email address. Unauthorized resellers generally don't have access to such "blank" licenses, so they register the license under their own name and email and only provide you with the license key to use in the product, but you can't register it on ESET's website as your own, because it was already registered by the reseller. Therefore, in ESET's database, the reseller is the rightful owner who may use the license, not you.
    Sorry if this was too technical or too long, I just wanted to explain the licensing and sales model properly, so that it is understood well by everybody.
  4. Upvote
    TomasP received kudos from notimportant in Rude and unhelpful customer support   
    They did NOT accuse you. They commented on the license.
    "Looks like a pirated key" - because it was, although not by you.
    "That's not your license" - although you paid for it, you paid to a pirate (unknowingly), not to ESET, so you were not the person who originally bought it from ESET, thus based on information in ESET's licensing database, you are not the owner of the license, you are not the one who legally purchased it from ESET - that's what "that's not your license" means. Nothing less, nothing more.
    Although it may seem to you that way, in the end, they provided you with all the options available.
    They did answer this too, see:
    6:03:15 PM‎ Consultant: eset is sold according to regions
    6:03:36 PM‎ Consultant: and we can't renew foreign license, unfortunately
    Nobody said that using a key purchased in another country is piracy. Although most keys used in a different country than they were bought usually are pirated, that's not the definition. A pirated key is one that is obtained with the intention to resell it numerous times to other people, many more than the number of computers the license was originally issued for.
    This is what Marcos referred to when he said we enabled antipiracy measures earlier this year - as of now, we restrict the number of activations on a given license, so this would not be possible anymore. I believe earlier you expressed desire for us to restrict the activities of pirate resellers, so you will be glad to know we already do.
    I admit, this could have been phrased better, there's no denying that. At the same time, they had already provided you with all the information at that time, so there was nothing they could add. But surely, this could have been put differently.
    You can indeed use that key in other countries - in fact, you have been using it in Lithuania for two years, the program worked. However, when it comes to sales, support and renewal, you need to contact the entity that sold it to you.
    Let me tell you an example - you buy a microwave oven from Amazon in USA. When it breaks down, or when you need anything related to it, you can't contact Amazon in Germany and ask them to provide warranty, repair, or refund - even though they operate under the same brand, they are different entities and Amazon USA sold it to you, so only Amazon USA can provide warranty, repair or refund. That does not mean you can't use the microwave in other countries, but the seller who sold it to you is the one you need to contact if anything happens.
    Similarly as with the example above, support from eset.com is for people who buy the license in the USA. For purchases in other countries, each country has its own support. They are not interchangeable. You can't get support from eset.com other than buying a license in the USA.
    You were then probably using a Romanian IP address if that's where you ended up. I believe you can reach out to Romanian support and ask for a refund. If you explain the situation (you can include the link to this thread), there should be no issue - I believe you may contact them in English too.
    I will go ahead and reach out to our Lithuanian partner, explain the situation, show them this thread, so they see what you thought, that you believed they accused you - I believe they will be more than happy to settle things once and for all and provide you with good support, at the time of purchase, and in the future as well.
    Can you just send me privately your email address on which you can be contacted, please?
  5. Upvote
    TomasP received kudos from notimportant in Rude and unhelpful customer support   
    From what I can see, they wrote "looks like a pirated key". There is no accusation there, just an assessment of the situation the license is in.
    Indeed, individual resellers only see the licenses they sold, so when they saw your license, they could not see it in the system, so they assumed it was bought off an unauthorized resale channel, which in most cases sell pirated licenses - even your license was used on 130 computers, so it indeed is pirated. The license itself. Nowhere it says that you pirated it, just that the license has been sold to many more people. There is no accusation of you as an individual, the comment was made in regards to the license - because it indeed was pirated (again, not by you).
    I hope this explanation makes it clearer that nobody tried to accuse you, they just commented a fact on the license's state. A pirated license means it was pirated by the reseller who sold it to you - if somebody though you used cracks to get a license without paying (which, of course, we know you didn't), they wouldn't call it a "pirated license", they would use a different terminology.
    We provided you with all the assistance, checked the license, explained how ESET licensing and sales works, explained your options, so I hope you see the situation in this light.
  6. Upvote
    TomasP received kudos from Peter Randziak in Latest info about support of macOS Big Sur   
    Hello everyone,
    Recently we received a lot of questions about support for the upcoming Big Sur version of macOS.
    In order to provide our users with answers and to let you plan the upgrade procedure, we published an article with detailed information ahead of the release, you can find it at https://support.eset.com/news7604/
    As new pieces of information become available, we will continually update the article.
    Regards,
    TomasP
  7. Upvote
    TomasP received kudos from Peter Randziak in Latest info about support of macOS Big Sur   
    Hello everyone,
    Recently we received a lot of questions about support for the upcoming Big Sur version of macOS.
    In order to provide our users with answers and to let you plan the upgrade procedure, we published an article with detailed information ahead of the release, you can find it at https://support.eset.com/news7604/
    As new pieces of information become available, we will continually update the article.
    Regards,
    TomasP
  8. Upvote
    TomasP received kudos from Peter Randziak in Latest info about support of macOS Big Sur   
    Hello everyone,
    Recently we received a lot of questions about support for the upcoming Big Sur version of macOS.
    In order to provide our users with answers and to let you plan the upgrade procedure, we published an article with detailed information ahead of the release, you can find it at https://support.eset.com/news7604/
    As new pieces of information become available, we will continually update the article.
    Regards,
    TomasP
  9. Upvote
    TomasP received kudos from j-gray in Current versions of ESET Endpoint for Mac and ECA, ERA 6.x and ESMC 7.0 Management Agents will not support the upcoming macOS 10.15 Catalina   
    Hello @j-gray, our KB backend underwent some changes since then and, unfortunately, not all links were preserved, sorry about that.
    Here is the working link to that content: https://support.eset.com/en/news7335-11th-of-october-2019-eset-business-products-support-for-macos-1015-catalina
    However, that story is over 1 year old, all our current products for macOS run on 10.15.
  10. Upvote
    TomasP gave kudos to Marcos in connection between ERA server and agents fail   
    I'm afraid that we won't be able to help here any further and a ticket with your local support will need to be created. Note that this forum is not meant to be a substitute to contacting your local customer care but rather for sharing knowledge with moderators and advanced users. Even though an ESMC developer chimed in, the root cause was not obvious and more iterations and possibly logs too will be needed for further analysis. As for the response time, complaining after 2 hours of not receiving a response is not appropriate. Such short response time is provided by customer care and is guaranteed by SLA only for customers who pay for premium support.
  11. Upvote
    TomasP received kudos from Leonardo in Adding Bitwarden extension to secured browser!   
    Hello guys, thank you for your feedback.
    We will add Bitwarden to the list of whitelisted extensions that can be loaded in the protected browser.
    Regards,
    Tomas
  12. Upvote
    TomasP received kudos from mgn in Eset AV Android icon missing from home page and no uninstall option after app update. Kindly Help   
    Hi mgn,
    The fact that the uninstall button is replaced by a deactivate button is normal and it is due to the app being registered as device administrator, so that it can monitor and manage some system settings, required to function properly and offer all the protection features.
    If, for some reason, the app is not on your home screen (this happens sometimes on Android, I have this experience with several apps), you can just add it there again from the list of all apps - find the app, long press on it and place it on the home screen.
    If you want to uninstall the app, you can tap on Deactivate, go through the deactivation process and then uninstall it.
  13. Upvote
    TomasP received kudos from Trahald in Adding Bitwarden extension to secured browser!   
    Hello guys, thank you for your feedback.
    We will add Bitwarden to the list of whitelisted extensions that can be loaded in the protected browser.
    Regards,
    Tomas
  14. Upvote
    TomasP received kudos from Peter Randziak in Adding Bitwarden extension to secured browser!   
    Hello guys, thank you for your feedback.
    We will add Bitwarden to the list of whitelisted extensions that can be loaded in the protected browser.
    Regards,
    Tomas
  15. Upvote
    TomasP received kudos from Peter Randziak in Reinstalled Win10, License error ACT.33   
    Hello,
    If you bought the license from one of our official resellers, it is bound to the country the reseller is based in. If this is the case and you later moved to another country and would like to continue to use your license, please contact your local ESET office who can help you with that.
    However, in case you bought the license from a grey market, we can't guarantee its functionality, as it was probably obtained somewhere else for a cheap price and then sold to you online by an entity not authorized to do so. In situations like this, we can only suggest to contact the reseller who you purchased from, ask for a refund and get the license from an official source, which can guarantee license validity and customer support.
    Regards,
    Tomas
  16. Upvote
    TomasP received kudos from cyberhash in NO Forum Email Notifications   
    Hello,
    Our service provider is currently having issues with deliverability to certain email domains, yours included; they have raised an issue with their upstream email provider.
    In the meantime, we apologize for the inconvenience.
    Tomas
  17. Upvote
    TomasP received kudos from Peter Randziak in NO Forum Email Notifications   
    Hello,
    Our service provider is currently having issues with deliverability to certain email domains, yours included; they have raised an issue with their upstream email provider.
    In the meantime, we apologize for the inconvenience.
    Tomas
  18. Upvote
    TomasP gave kudos to Marcos in Whats with the WIN7 o/s out of support nag   
    It's a notification for a big portion of users who are not aware of it. Those who are aware can click X to close the notification and that's it. Antivirus software can provide maximum protection only on fully supported operating systems, hence it's important that all users are informed.
  19. Upvote
    TomasP gave kudos to Marcos in Whats with the WIN7 o/s out of support nag   
    It was actually originating from ESET. We have figured out that the problem was that the current version of the product didn't keep information about the OS so after upgrade from Windows 7 to Windows 10. So the program didn't know about the change and the notification was displayed also on Windows 10 where it didn't make sense. The bug will be fixed in v13.1 which is planned to be released next month.
  20. Upvote
    TomasP received kudos from Peter Randziak in ESA: delete old endpoints   
    Hello @Patrick van Lier,
    You just need to remove the corresponding DNS entry (as per the screenshot below) and restart the ESA Core Service.

  21. Upvote
    TomasP received kudos from Peter Randziak in Updated Apache & PHP   
    Hello, sorry for the late response.
    Both Apache and PHP are planned to be updated in the first half of this year.
    Regards,
    Tomas
  22. Upvote
    TomasP gave kudos to Aryeh Goretsky in Best wishes for the holidays for 2019 and beyond!   
    Hello,

    As 2019 comes to a close, and just before computers are turned off so that we can spend time with friends and family, I would like to take a moment to wish each and every one of you best wishes for the holiday season, and the forthcoming New Year as well.


    This past year has been equally exciting, challenging and sometimes even terrifying in terms of computer security, and we know that you have many choices when it comes to whom you choose to protect your computers.  We are grateful that you have chosen to place your trust in ESET, and we will do our utmost to ensure that we continue to earn that trust into 2020 and beyond.

    On a personal note, 2019 marks my thirtieth year in the field.  In 1989, I began my career by driving to John McAfee's house and answering the single phone line in-between taking classes at college.  Back then, there were perhaps a couple of dozen computer viruses for PCs running DOS, and about the same for Macs (running the classic Mac OS).  In the intervening three decades, we have seen the rise (and fall) of several computing platforms and entire ecosystems.  We've gone from the dream of having a computer in every home to having one in every room (and sometimes more than one).   Classic computer viruses (i.e., recursively self-replicating code that creates a possibly evolved copy of itself) have become almost extinct as a standalone threat, replaced by an alphabestiary of malicious software, some of which do incorporate viral-like techniques.  The one thing I can say, though, is that I never thought the problem of malicious code would get as bad as it has become today.  The flip side of this, though, is that I am constantly amazed at how good companies like ESET have gotten at combating those threats.  To be a part of ESET and see how the company does things at scale has definitely been a highlight of my career so far, and I hope to continue helping protect your computers for many years to come.

    Wishing you all the best,

    Aryeh Goretsky
  23. Upvote
    TomasP received kudos from eatingApiDocs in EMA API - GetReports ReportName?   
    Hello,
    We reached out to our product manager and he recommends the following:
     
    The keyword for ReportName is “ERA Usage”, however, we do not recommend to use GetReport call to get info about usage.
    We recommend to use “Search” where the request could look like this:
    (use your own LoginID instead of LoginID=xxx and real CompanyID instaed of CompanyID=123456)
     
    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:tem="http://tempuri.org/" xmlns:msp="http://schemas.datacontract.org/2004/07/MSPApi.Services.v2015_1.Requests" xmlns:models="http://schemas.datacontract.org/2004/07/MSPApi.Services.v2015_1.ViewModels" xmlns:arr="http://schemas.microsoft.com/2003/10/Serialization/Arrays"> <soapenv:Header/> <soapenv:Body> <tem:Search> <tem:request xmlns:models="http://schemas.datacontract.org/2004/07/MSPApi.Services.v2015_1.ViewModels" > <msp:LoginID>xxx</msp:LoginID> <msp:Token>xxx</msp:Token> <msp:OrderBy> <models:SearchOrderBy> <models:Column>Product.Name</models:Column> <models:Descending>true</models:Descending> </models:SearchOrderBy> </msp:OrderBy> <msp:PageNumber>1</msp:PageNumber> <msp:PageSize>10000</msp:PageSize> <msp:Criteria i:type="models:SearchGroup" xmlns:i="http://www.w3.org/2001/XMLSchema-instance" > <models:Criterias> <models:SearchCriteria i:type="models:NumericSearchParameter"> <models:Column>Company.Company Id</models:Column> <models:ComparisonType>IS</models:ComparisonType> <models:Value>123456</models:Value> </models:SearchCriteria> <models:SearchCriteria i:type="models:SearchGroup"> <models:Criterias> <models:SearchCriteria i:type="models:DateSearchParameter"> <models:Column>Snapshot Date</models:Column> <models:ComparisonType>ON_OR_AFTER</models:ComparisonType> <models:Value>2019-08-01</models:Value> </models:SearchCriteria> <models:SearchCriteria i:type="models:DateSearchParameter"> <models:Column>Snapshot Date</models:Column> <models:ComparisonType>ON_OR_BEFORE</models:ComparisonType> <models:Value>2019-09-01</models:Value> </models:SearchCriteria> </models:Criterias> <models:LogicType>AND</models:LogicType> </models:SearchCriteria> </models:Criterias> <models:LogicType>AND</models:LogicType> </msp:Criteria> <msp:SearchID>10006</msp:SearchID> </tem:request> </tem:Search> </soapenv:Body> </soapenv:Envelope>  
  24. Upvote
    TomasP received kudos from Peter Randziak in ekrn.exe launches firefox   
    Hello, this could be caused by importing our certificate for scanning the SSL communication.
    Even if it is not your default browser, we do that for all supported browsers installed on the machine.
    We do call the firefox.exe process during the certificate import, that's why it could be seen for a split second.
  25. Upvote
    TomasP gave kudos to foneil in ESET Knowledgebase YouTube channel 10-year anniversary   
    The ESET Knowledgebase YouTube Channel celebrates its 10-year anniversary today! 
    https://www.youtube.com/user/ESETKnowledgebase/community
    Check out the infographic for our lifetime YouTube statistics for the channel. 
    The ESET Knowledgebase channel includes step-by-step video tutorials demonstrating the key processes and features of our ESET products, from ESET NOD32 Antivirus and ESET Internet Security to business products like ESET Security Management Center. In addition, our channel is yet another way for our customers to reach us with feedback and questions. 
    We make every effort to respond to support-related comments and yes, we do take video suggestions!

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