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  1. Hi Marcos, Thank you for replying to my problem and for your offer of a temporary license key. That was a kind gesture and I appreciate it. I had begun trying to renew my (multi year, multi device) ESET subscription back on 2/29. I have come to learn over this past week through bounced emails, 404 pages, endless feedback loops, and rejected support tickets that ESET’s marketing and support in Vietnam and Singapore has ceased to function. I have also tried resolving this through Bratislava (support ticket – no response), IM on ESET’s Facebook page, and this forum. I also tried and failed to be able to renew through ESET’s international and US websites. I have been through, I think, every ESET KB article I could find that even remotely addressed the renewal process. I have spent many, many more hours than I really want to think about trying to simply renew my license. My partner and I travel extensively through Southeast Asia and rely heavily on our computers for our work. We need strong reliable protection from the dodgy networks and websites that we are regularly exposed to. So yesterday, faced with the immanent expiration of the ESET license on 3/7, with no solution in sight, I purchased and installed Kaspersky. Their support and sales were functional and responsive– I checked. Once I got back up and running, I opened my email and there was your note! I think we only missed each other by about an hour or so. Oh well. Bought and paid for, you know? I think ESET has a good product. We have enjoyed using it and it has protected us well this last couple of years. They really need to take a hard look at their Southeast Asia operations though, if they want to remain relevant in this region. It shouldn’t be so incredibly hard to do a simple renewal. If ESET wishes to investigate this, I would be happy to provide what documentation (bounced emails, etc) I have in order to assist them. Just let me know through a PM on this forum. Again, I appreciate your responding to my problem and the offer of the license key. That was nice of you. Best wishes and good luck! David
  2. Hello, I am having some real bad problems trying to renew my 2-year SmartSecurity 8 subscription! I hope that you can help. (Edit: System Info) Machine: Acer Aspire E1-470 OS: Win 7 pro 64bit with SP1. All updates current AV: ESET SmartSecurity v.8.0.319.0 I live in Vietnam. I purchased the software online 2 years ago while living here. It seems that the Vietnam (and perhaps Singapore) support is quite completely and utterly broken! That is why I am contacting you instead. Every attempt that I make to renew either results in a 404 page or bounced email. I had sent in a support request ticket as described in ORIGINAL SUPPORT REQUEST at the bottom of this post. The ticket was arbitrarily closed with no contact or support given. When I followed the instructions in the "Notification for closed ticket" email that was sent and followed the link to "open a new service request by filling in this short online questionnaire". It bounced into my spam folder twice for the one request! I repeated this again a few hours later with the exact same results. I just tried contacting Singapore at support@eset.sg and it bounced too! Reasons for bounces were: Failed Recipient: itsupport@nod32.com.vn Reason: The mailbox is full Failed Recipient: xxxxx@eset1.onmicrosoft.com Reason: Remote host said: 550 5.7.1 [bFD] Sender prohibited by SPF Failed Recipient: xxxxx@eset1.onmicrosoft.com Reason: Remote host said: 550 5.7.1 [bFD] Sender prohibited by SPF Failed Recipient: xxxxx@eset.apac.microsoftonline.com Reason: Remote host said: 550 5.7.1 [bFD] Sender prohibited by SPF Technical details of permanent failure: rejected by the server for the recipient domain eset.sg by mail.mailbox-demo.com. []. The error that the other server returned was: 554 5.1.1 <support@eset.sg>: Recipient address rejected: User unknown in virtual alias table In case you ask, I have followed the instructions (several times!) on "How can I contact my local ESET partner for support?" (KB Solution ID: KB570 |Document ID: 15977|Last Revised: February 3, 2016) and "How can I contact my local ESET partner for support?" (KB Solution ID: KB3742 |Document ID: 10617|Last Revised: December 10, 2015.) Neither of them have solved my problem either. I keep on getting the same results as are described in this post. All I want to do is renew my subscription for another 2 years. I have been trying for several days now. Why should that be so hard? Can you help me please? Thank you, David ******************************************** (ORIGINAL SUPPORT REQUEST) ---- Support request automatic generated mail (TSI) ----- Case type: Activate Case issue: Actother Country: Username: xxxxxxxxx Email: xxxxxxxx Subject: Trying to renew 2-year license for SmartSecurity 8 - Expires on 3/7/2016 User wrote: I am trying to renew 2-year license for SmartSecurity 8. It expires on 3/7/2016. The renewal is not working. When I follow the renewal links in the application it brings me to a blank 404 page at hxxp://ht-dist.com/estore/ When I try to renew online through ESET international page it says there is no record of my username??? I have verified that my username is correct through ctl+U in the program and through the original purchase email. I can use my username and password without any problems to log in to "My ESET". I purchased this product online while living in Vietnam. I am still living in Vietnam. Help! Thank You David
  3. I found the problem! (and it is a stupid problem - but that is usually how it goes, isn't it?) I was using eset_av_remover.exe instead of ESETUninstaller.exe I ran through the whole process again and was able to successfully install and activate a current version of SmartSecurity. The birds are singing, the sun is shining and all is right with the world. Thank you so much @Marcos (and @zloyDi) for your kind patience and assistance! Solved!
  4. In the app itself there is an "operation log" that says the following every time I try: (see image) [11:29:23:246] Removing temp files [11:29:23:246] [11:29:23:246] ==================================== [11:29:23:246] An error occurred during the collection of files. See the log for more info. I have looked and looked and can not find any other ESET log. It is not in C:\ or any other place in the file system that I have searched. Perhaps you know its name and default location? Thanks!
  5. Hi, Still unable to install ESET Smart Security, Still unable to run ESET Log Collector. Have followed all instructions very carefully. Any ideas what to do next? Thanks!
  6. OK. Downloaded and tried to run ESET Log Collector following the instructions on hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN3466. Immediately got an error: An error occurred during the collection of files. See the log for more info. Tried again with a freshly downloaded copy and got the same results. I have no idea where to find this log. It is not on the Desktop and it is not in C:\. (edit for clarity - 10-16-14 1038 ICT)
  7. Hi, Thank You for your patience! Finally got some time with the computer and here is what happened... Following the instructions in hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN2289#Win_7. I ran the uninstaller 3 times, rebooting into safe mode after each attempt. None of these attempts showed that there was any antivirus product on the system. (I had previously removed the AVAST) I then deleted at least part of the ehdrv driver following the instructions in hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN2616. I was able to complete the first step and delete ehdrv.sys from the system32\drivers folder. Then in Step 2, after selecting "Show hidden devices" there was no ehdrv driver to be found in the Device Manager. There was something called ESET Olmarik/Olmasco Cleaner listed, I left that alone. I then rebooted yet again and ran the ESET live installer from Admin (from the regular desktop - not Safe mode). The installation failed and gave the following error message: Could not write value Installation Status to key \Software\ESET\ESET Security\Current Version\Info. Verify that you have sufficient access or contact your support personnel. The instalation gave the option to download and run the Specialized Cleaner which I did. The cleaner found no malware. I went back to safe mode and ran the uninstaller one more time, but it did not find anything. What is my next step? Many Thanks! David
  8. Sorry for the slow reply. Please don't close this topic. Wife's got a big project going and getting the computer out of her hands is harder than prying barnacles off a rock. Will update as soon as possible...
  9. Background: My wife recently had her laptop's operating system upgraded from a 32-bit version of Win7 Ultimate to a 64-bit version of WIn7 Professional. The 64-bit OS is the correct one for her computer. The OS is up to date according to Win Update. The new installation came with a trial version of ESET 4 - don't ask why, I don't know. We are existing ESET customers - Smart Security, 2 computer license. The First Problem: The ESET 4 did not uninstall cleanly. After searching ESET for the corresponding AV removal tool (there wasn't one and it recommended a normal uninstall) I used ESET 4's native uninstaller using administrator account privileges. Towards the end of the process an error was generated: Could not delete key \Software\ESET\ESET Security. Options were Cancel/Retry/Ignore. After cancelling several times and retrying several times and receiving the same error, I finally chose Ignore and the process completed. The Second Problem: OK. now I am trying to install a current version of ESET Smart Security. Using administrator privileges, installation attempts made with both the online installer and the offline installer have failed multiple times. the errors are always at the same spot: Could not write value Installation Status to key \Software\ESET\ESET Security\Current Version\Info. Verify that you have sufficient access or contact your support personnel. Cancel and Retry return me to this same error. If I Ignore, the next quite a few registry values return the Could not write value error. I am about as comfortable messing with the registry as I am playing catch with a wasp nest. I have not submitted this to Tech Support yet - thought I would try here first. I am an English speaker living in Vietnam. Last problem I took to Tech was routed through their Vietnam support personnel and our combined language difficulties were quite significant. In the meantime, Avast and Malwarebytes claim that the laptop is free of malware, PUPs or infection. I only installed these after ESET installation failed. They (or any other AV/ malware product) were not on the machine when I was trying to install/uninstall. My skill level is probably around "Advanced Beginner." What should I do? Thank you in advance! David
  10. Thank you Peter. I will call in the morning and see if they can help.
  11. Hi. I am (we are) using the paid version of SmartSecurity 7. My wife's computer seems to be infested and I submitted a support request back on the 16th (Fri, 16 May 2014 16:05:06 +0700). It was apparently routed to the Vietnam support group (I am a westerner living in Hanoi.) They responded very quickly that first day (thank you very much!) but I haven't heard back from them since Fri, 16 May 2014 23:16:41 +0700. I have gone through the preliminary troubleshooting procedures and have submitted all the files and logs that they requested with the exception of virus/malware samples that they seem to believe I have. I don't have any of those since ESET has been unable to find what is causing the problem. I wrote them again on Sat, 17 May 2014 13:20:58 +0700, and again Tue, 20 May 2014 08:25:41 +0700 but there has been no response. I imagine it takes a while go through the logs and I am worried that there may be a language/comprehension problem since I can't read or write Vietnamese worth a darn, but I am wondering if you folks have a sense of how long this process should take? We use our computers for a living and this is putting a bit of a kink in our workflow. I appreciate your insight! Thanks.
  12. Hi all, You can call me blankslate. How did you find the ESET Security Forum? - I came here seeing if I could gain some insight and find answers I was not finding in the KB. What OS are you running? - I have a win 7 Pro x64 laptop. My wife has a (currently infected) win 7 Ultimate x32 laptop. We have a couple of old XP SP3's that we will do something with someday, and 3 Android Jellybeans (2 of which are Samsung flavored.) What AV are you running? - ESET SmartSecurity 7.0.302.26 on the win 7's, supported by Malwarebytes and SuperAntiSpyware (the SAS I use mostly for the cookie crumbs, I guess). The XP's are on Avast with Malwarebytes and SAS. 2 Androids are on Avast Mobile with Malwarebytes Mobile, one is using ESET Mobile with Malwarebytes Mobile (I think.) What’s an interesting fact about you? - I was a win2000 MVP back in the old days but have not kept up. I work with words for a living. I am originally from Colorado, USA but I am living in Hanoi, VN now. Pleased to know you!
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