TomasP

There are details of this transaction incident that "don't add up."
Being a previous Eset user, you are aware of the procedure involved when purchasing an Eset license when done directly from an authorized Eset seller. The most important of these being a confirmation e-mail containing the details of the product purchased and its license key. Did you received such an e-mail? If not, this is the first indication that something was not right with the transaction.
Also, did you verify that your MasterCard transaction history actually shows a charge from Google Play for $59.99?

We are pleased to announce availability of completely reworked Outlook plugin for ESET Endpoint Security and ESET Endpoint Antivirus for Windows platform.
The new plugin was designed to:
Resolve synchronization issues Conflicts with other Outlook plugins  Significantly improve the performance  The plugin utilizes a standalone database for scan result recording to reduce mail-body modifications to absolute minimum, which should fix most of the synchronization problems and conflicts reported by Outlook. On top of this, we have optimized the scanning, where the email is inspected without unnecessary fragmentation, as it is now sent to be processed in one piece, including all session handling actions. We have also deprecated all three dynamic libraries with a single one, that was almost completely rewritten and has a better logging capability. Furthermore we have converged all anti-spam lists, added detection for 3rd-party plugins, introduced scanning optimizations so that Outlook remains responsive for the user, and many more improvements.
The build is highly stable in our testing environment so we recommend to deploy it to selected workstations, from which the issues were reported in the past to see how it behaves in real environment and usage.
Since this is not a regular BETA, we would only suggest to plan the deployment for users, who can either give constructive feedback based on either technical or day-to-day observation, or make sure, that assistance to these users can be provided by informed administrator(s). No additional technical skills are needed and we only want to point this out, that the willingness to give feedback, even if everything works hassle-free, to cooperate if potential problems will show up, is our primary intention.
 
In case you need additional license for this BETA, let us know.
 
The installation binaries (both .msi and .exe for x64, ARM64 and x32 Widows editions) are available at https://forum.eset.com/files/category/8-outlook-plugin-beta/ 
Note: The BETA build is based on feature release 9.1, but it does not contain new features which will be available in it, except the new Outlook plugin.
if any issues will arise, we will need the user to enable diagnostic logging of this component whenever needed (see screen below), run Outlook (or other email client), wait for the issue to demonstrate, quit Outlook and disable diagnostic logging to avoid extensive log-recording for a longer time. The resulting log will be stored under C:\ProgramData\ESET\ESET Security\Diagnostics\MailPlugins.etl
We may assure you, that our support and technology teams will do their best to assist you with any possible issue with it.
You may share your experience with it, questions and report issues as replies to this topic.
 
As usually our ESET BETA program agreement applies and by downloading and the BETA you express your agreement with it https://forum.eset.com/files/file/58-eset-beta-program-agreement/
 
 
We are looking forward to your feedback.
Peter on behalf of the teams responsible

Our position is clearly laid out on the linked page, so with that being said, we'll close this topic before it gets nasty and political.

Our position is clearly laid out on the linked page, so with that being said, we'll close this topic before it gets nasty and political.

Our position is clearly laid out on the linked page, so with that being said, we'll close this topic before it gets nasty and political.

Our position is clearly laid out on the linked page, so with that being said, we'll close this topic before it gets nasty and political.

Our position is clearly laid out on the linked page, so with that being said, we'll close this topic before it gets nasty and political.

Not to worry, @URBAN0, it was clearly not posted with bad intentions.

Hello everyone,
The recently discovered Log4j remote code execution vulnerability has affected organizations, ESET customers and their IT teams around the globe and as cybersecurity professionals we need to ensure their safety.
Our Research & Threat Analysis team has responded rapidly and done a great job of creating a package of 4 rules for detection of Log4j exploitation and more general Java runtime exploitation.
We advise to import these rules (the import procedure is very simply done from the Admin -> Detection Rules -> Import section of EEI as described here).
These rules will also be included in the upcoming hotfix for EEI 1.6, but we are making them available to you:
Possible Log4Shell (CVE-2021-44228) exploitation [D0532a] Possible Log4Shell (CVE-2021-44228) exploitation [D0532b] Potential Java Runtime exploitation [E0461] Java Runtime executing suspicious script/command interpreter [E0462] The first two rules are designed to detect the exploit itself so the false positives count should be absolutely minimal. However, these rules are using an experimental feature of EEI which is not currently fully supported, so the detection may not work in 100% of cases. E.g. when there is a detection already reported on the network layer, rule in EEI will not be triggered (but in this case you should have detection from at least one source and protection is in place). Because of the way how the feature is implemented it is more reliable when executed as re-run task for a retrospective threat hunt.
The last two rules are focused on more general types of cases, general exploitation of Java Runtime i.e. not only by CVE-2021-44228. That means that those rules may generate occasional false positives for the cases when some legitimate Java application is executing system components which may indicate an attacker's activity. We have tested these rules to not have an excess number of false positives, but in case you will observe unusual amount of FPs in your environments - please report them back to us.
The rule pack itself can be found here.
Thank you.

I should add that while the forum is good for posting issues, Eset still recommends creating a support ticket as the main option as this is easier to track. Doing so also means you will get a ticket number 

Based on a request by our development team, please enable Trace logging verbosity of the Agent on the machine the detection came from, then reproduce the issue and and include the log in your support ticket, as we need to see what detection in particular was sent to the console.
Thanks

Hi,
the problematic domain you reported has been already removed from the cloud blacklist. The quickest way to solve such cases is to send the email sample to nospam_ecos@eset.com (https://support.eset.com/en/kb141-submit-a-virus-website-or-potential-false-positive-sample-to-the-eset-lab#spam) as those are handled almost immediately.
Also based on the sample we have identified a problem in the algorithm that selects the sender's address from email headers in some cases (Return-path: header), and it will be also addressed by an automatic update.
Regards, Matej

Hello @Serial.com, no need to get overly defensive here.
@MichalJ is one of our top people and when he asks for the purpose of one's question, it is always to better understand what problem the customer wants to solve, so that his answer can be as tailored to one's specific needs as possible.

Hello,
We apologize for the unplanned downtime, our team of engineers is working on bringing EPC back online, some users can already access it again.
Planned maintenance is usually announced in EBA. As for a status page to check any planned or unplanned downtimes, there is not currently one, but we are working on launching one in the future.
Regards,
Tomas

Hi @itman
While I can't speak for the sales offers of our US office (@CB530 explained those, as he works in that office), you will be glad to know that for the past few weeks, we have actually been planning to launch a program for our most valued forum members that includes a free license!
I am sorry it was not launched before you had this experience, but as it was said, you can choose to refund the renewal and opt to purchase a new discounted license at this time.
You will hear from us regarding the most valued members program.
Tomas

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.)

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.

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.

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?

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.

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

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

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

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.

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.