chetankb1 2 Posted November 23, 2016 Share Posted November 23, 2016 (edited) Hi All, Our several customer facing issue while updating ESET File Security. The error is "Update authorization failed. Please check if your license is valid" and it prompt for activation. As checked product is activated and valid also the same license is working on other ESET software’s like EES & EEA. Steps taken: 1) Tried reactivating. 2) Re-installation.3) Upgraded to the latest version i.e. 6.4.12004.0. We have checked this issue with version 6.3.12006.0, 6.4.12002.0 and 6.4.12004.0 Please help in this case Thanks. This topic supposed to post in "Security product for servers", this happens mistakenly. ESET Products for Windows Servers Edited November 23, 2016 by chetankb1 Link to comment Share on other sites More sharing options...
ESET Moderators Peter Randziak 1,130 Posted November 23, 2016 ESET Moderators Share Posted November 23, 2016 Hello, can you share your public license ID so we can check the license? Regards, P.R. Link to comment Share on other sites More sharing options...
chetankb1 2 Posted November 23, 2016 Author Share Posted November 23, 2016 Dear Peter, This is happening with different customers having different license. If you still need License public ID then please let me know. Thanks. Link to comment Share on other sites More sharing options...
ESET Moderators Peter Randziak 1,130 Posted November 23, 2016 ESET Moderators Share Posted November 23, 2016 Hello, so it would be good to have 2 or 3 of them to check. Can you please also get the exact time when it happened, please include time zone info as well. Regards, P.R. Link to comment Share on other sites More sharing options...
chetankb1 2 Posted November 23, 2016 Author Share Posted November 23, 2016 Dear Peter, Please find below license public ID's; 33B-DCT-F4C, 33E-C6W-GNB This is happening from last 2 days. Time zone is IST. Note: All the reported cases from Gujarat state only. Thanks. Link to comment Share on other sites More sharing options...
Shaival 0 Posted November 26, 2016 Share Posted November 26, 2016 Hello ESET Team, We are facing the same issue as well since 18th November 2016 in endpoint file security. error: "Update authorization failed. Please check if your license is valid" Public License ID: 3AA-CHH-U3A client activation task show successfully but it will not sync with the license server even after using the sync option. Waiting for the response Thanks Link to comment Share on other sites More sharing options...
New-to-eset 0 Posted November 27, 2016 Share Posted November 27, 2016 Wow. I just switched to ESET from Webroot this week to get away from bad and glitchy software and I've been wasting the past 48 hours trying to figure out this exact issue. Now I see that you guys are experiencing it too. So it's a real bug? Even tho it activates fine, it will not update, or it thinks its out of date, I've tried it manually and from the ERA. This is on 70 damn machines. I can't believe I haven't even had ESET a week now and I've got 1 support case with a known bug and now this unknown came out of no where!! What is the solution??!? Link to comment Share on other sites More sharing options...
New-to-eset 0 Posted November 27, 2016 Share Posted November 27, 2016 Hello ESET Team, We are facing the same issue as well since 18th November 2016 in endpoint file security. error: "Update authorization failed. Please check if your license is valid" Public License ID: 3AA-CHH-U3A client activation task show successfully but it will not sync with the license server even after using the sync option. Waiting for the response Thanks Here is my public ID, exact same problem 3AA-D4P-GWX and really disappointing. Link to comment Share on other sites More sharing options...
Administrators Marcos 5,070 Posted November 28, 2016 Administrators Share Posted November 28, 2016 Here is my public ID, exact same problem 3AA-D4P-GWX and really disappointing. Please provide me with logs from ESET Log Collector for perusal. Link to comment Share on other sites More sharing options...
Haresh2015 3 Posted November 28, 2016 Share Posted November 28, 2016 Dear ESET Team, I am facing same issue while updating ESET File Security V.6. "Update authorization failed. Please check if your license is valid." error while updating EFS V.6.4.12004.0 Public ID: 33E-BBJ-857 Find attached ELC log & give solution asap.. Regards,Haresh efsw_logs.zip Link to comment Share on other sites More sharing options...
Shaival 0 Posted November 28, 2016 Share Posted November 28, 2016 Hello Macros, Please find the attached log file which is collected from the ESET Log Collector. Waiting for your reply. Thanks. efsw_logs.zip Link to comment Share on other sites More sharing options...
Administrators Marcos 5,070 Posted November 29, 2016 Administrators Share Posted November 29, 2016 Public ID: 33E-BBJ-857 Could you please let us know if you received this PLID from your local (Indian) distributor? Link to comment Share on other sites More sharing options...
Administrators Marcos 5,070 Posted November 29, 2016 Administrators Share Posted November 29, 2016 Please find the attached log file which is collected from the ESET Log Collector. Could you please let us know if you received the PLID 33D-49P-E5X from your local (Indian) distributor? Link to comment Share on other sites More sharing options...
Haresh2015 3 Posted November 30, 2016 Share Posted November 30, 2016 Public ID: 33E-BBJ-857 Could you please let us know if you received this PLID from your local (Indian) distributor? Hi Macros, Yes, I have purchased license from EES Distribution Pvt. Ltd.(Mumbai/India). Link to comment Share on other sites More sharing options...
Shaival 0 Posted November 30, 2016 Share Posted November 30, 2016 (edited) Hello Marcos, We have received from Sakri IT Solutions Private Limited ESET Authorized Distributor in India. & our actual Public License ID is 3AA-CHH-U3A not PLID 33D-49P-E5X I don't know why it is show in eset file security client only. Thanks Edited November 30, 2016 by Shaival Link to comment Share on other sites More sharing options...
Administrators Marcos 5,070 Posted November 30, 2016 Administrators Share Posted November 30, 2016 Hello Marcos, We have received from Sakri IT Solutions Private Limited ESET Authorized Distributor in India. & our actual Public License ID is 3AA-CHH-U3A not PLID 33D-49P-E5X I don't know why it is show in eset file security client only. Thanks If you have the computer(s) managed by ERA, did you create a policy from an existing Endpoint configuration that was activated using a different (trial) license? Link to comment Share on other sites More sharing options...
Shaival 0 Posted December 1, 2016 Share Posted December 1, 2016 Hi Marcos, That thing is possible because we had done demo before activating license but the before fire the activation task with new license key we had removed demo license from ERA & create a new activation task with the new license key & almost all client activated successfully except only two file servers. What should we do next to resolve this issue please guide us. Thanks Link to comment Share on other sites More sharing options...
ESET Staff MichalJ 434 Posted December 1, 2016 ESET Staff Share Posted December 1, 2016 What version of ESET file security you are using? I would suggest upgrading to the latest version available and then reactivating. Link to comment Share on other sites More sharing options...
Administrators Marcos 5,070 Posted December 2, 2016 Administrators Share Posted December 2, 2016 Did you ask for an antiransomware policy via the form hxxp://www.eset.com/nl/anti-ransomware/? It seems the distributor has inadvertently added settings to the policy that cause update authorization issues. Link to comment Share on other sites More sharing options...
chetankb1 2 Posted December 2, 2016 Author Share Posted December 2, 2016 (edited) Hi, I observed many cases/customers(with different licenses) like this and found same license under EFSW's product_conf.xml file. If you want I can provide you the license username as well. So there might something wrong from the server end only. Edited December 2, 2016 by chetankb1 Link to comment Share on other sites More sharing options...
Administrators Marcos 5,070 Posted December 2, 2016 Administrators Share Posted December 2, 2016 Do you have a policy called "File Security for Windows Server - Antivirus - Ransomware Prevention"? If so, did you get it from ESET Netherlands? Link to comment Share on other sites More sharing options...
chetankb1 2 Posted December 3, 2016 Author Share Posted December 3, 2016 Yes. We have downloaded it from this link - hxxp://download.eset.nl/anti-ransomware/ESET_Remote_Administrator6-Ransomware-prevention-policies.zip But the policy is running since long time. Link to comment Share on other sites More sharing options...
ESET Staff MichalJ 434 Posted December 3, 2016 ESET Staff Share Posted December 3, 2016 (edited) It looks to me, that the policy was made using exported configuration from the older version of File Security (6.2/6.3) which had a bug, that it also contained the license infirmation, which was used for updating the program modules since then. The license is now no longer valid, so updating does not work. What should help, is either removing the policy and reactivating, or upgrading to the newest (6.4) build of File Security and activating again, ad the issue is no longer present in 6.4. Edited December 3, 2016 by MichalJ Link to comment Share on other sites More sharing options...
chetankb1 2 Posted December 3, 2016 Author Share Posted December 3, 2016 We are already using version 6.4.12004.0.Still do you want me to remove Anti - Ransomware policy? Link to comment Share on other sites More sharing options...
ESET Staff MichalJ 434 Posted December 3, 2016 ESET Staff Share Posted December 3, 2016 Try to reactivate first, if it won't work try to remove it (settings will be still applied, but not "locked" on the client) andthen reactivate. That should help. Link to comment Share on other sites More sharing options...
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