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Activation error ECP.20009


Martijn
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Hello all,

We've had ESET Endpoint Protection Standard for some years now, we renewed our subscription a few times before and that didn't cause any problems. This year we decided to renew our subscription again, this time for a period of three years. ESET has sent me an email stating that our license had been renewed. I logged on to https://ela.eset.com/ to see that our license is valid until 22-10-2020. Our license key has not changed.

Normally our ESET clients would automatically pick up this renewal, and the warning messages would disappear. This time the messages persist, telling us our license has expired and protection will end within 11 days. Our reseller advised us to try to activate the clients again using our license key. This will cause an activation error (ECP.20009) telling us that the activation server cannot be reached. This happens to all 18 workstations and 3 servers. There are no special settings in our ESET client, there is no proxy in our network. The site https://edf.eset.com/edf is reachable, and shows a simple XML file. The site https://edf.eset.com is not reachable, it throws a '403 Forbidden' error. There are no restrictions whatsoever in our network. When I take my laptop home in attempt to activate ESET there using my own internet connection, the same error occurs.

Is there someone here that can help me with this error? I don't want to reinstall ESET on all 21 machines, that would cause unwanted downtimes and reboots.

Thanks in advance, regards,

Martijn.

Edited by Martijn
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  • ESET Staff

As already mentioned, it is problem with connection to HTTP proxy. Please verify that your HTTP proxy is working properly and is available on hostname/IP that is configured in endpoints. In case you are not using HTTP proxy, make sure is is disabled. Just for curiosity, are you using ESET Remote Administrator? If so, HTTP proxy and related configuration policies may have been installed automatically.

Inability of connection between ESET products and ESET license servers also explains why license renewal was not picked up automatically.

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Thanks Perry and MartinK,

This is indeed a proxy error. Somehow the default settings got applied in ERA and all clients were trying to obtain a license through a non existing proxy. All clients were able to get the latest virus databases though, that's strange.

Oh well, changed some rules in ERA to disable proxy and all was set. Problem solved, topic closed.

 

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  • ESET Staff
8 hours ago, Martijn said:

All clients were able to get the latest virus databases though, that's strange.

It should be possible to enable "HTTP proxy fallback" which should ignore proxy in case id does not work is not reachable. It is possible this setting was active only for modules update.

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