Licensed Units vs Used Licenses

[Cap-it 0]

I'm getting a warning saying I am maxed out on my licenses. In my license manager it says I am using 55/55 for my workstations and 2/1 for server. But when I look at Computers > All it shows I am only using 50 licenses. I've tried refreshing the Admin > License Management but nothing updates. 

1. How do I get the server to accurately see how many licenses are actually used?
2. It says I'm using 2/1 Server licenses but I went through the entire list of systems and it only shows I have 1 server licenses assigned. Where is it getting the 2nd one from? 
3. Does anyone know of a way to export the "Computers" list into a CSV or XLS file?

[Marcos 5,074]

Check ELA/EBA for information about units that use the EFSW license. If you are using ESMC, it's a good practice to not add your license directly to ESMC, instead add it to EBA (eba.eset.com) and then add the EBA account to ESMC. Some new products, such as ESET Dynamic Threat Defense, require that.

[MichalJ 434]

@Cap-it

Hello, I will try to answer your questions:

1. ELA and ESMC are disjoined from the point of view, that the license screen shows the usage of the license reported by ESET licensing system. Reason might be, that there might be more clients consuming license, than the ones that are managed (leaked license, unmanaged devices).  However, ELA / EBA has an hardware fingeprint recognition issue, that machines which are frequently changing network adapters are consuming duplicated licenses, and orphaned seats (no longer connecting) are kept in ELA, consuming the license. You can "solve" this by deactivating clients that have not connected for a specific time period.  Also, you can have a dynamic group, with "product not activated" functionality problem, that will automatically activate any client without a valid license (this will auto correct the above mentioned issue). If you want to see details about licenses used, you can create a custom report template (example attached below).
2. Check the license in ELA. If the server is for example a VM, or it was previously reinstalled, when the machine was re-imaged, or restored from a snapshot, or something like that, previous seat might have "orphaned" (not connecting).
3. This will be added in ESMC 7.1. It´s implemented, but won´t appear in to the 7.0 service release. But it´s coming.

[Cap-it 0]

6 hours ago, MichalJ said:

@Cap-it

Hello, I will try to answer your questions:

1. ELA and ESMC are disjoined from the point of view, that the license screen shows the usage of the license reported by ESET licensing system. Reason might be, that there might be more clients consuming license, than the ones that are managed (leaked license, unmanaged devices).  However, ELA / EBA has an hardware fingeprint recognition issue, that machines which are frequently changing network adapters are consuming duplicated licenses, and orphaned seats (no longer connecting) are kept in ELA, consuming the license. You can "solve" this by deactivating clients that have not connected for a specific time period.  Also, you can have a dynamic group, with "product not activated" functionality problem, that will automatically activate any client without a valid license (this will auto correct the above mentioned issue). If you want to see details about licenses used, you can create a custom report template (example attached below).
2. Check the license in ELA. If the server is for example a VM, or it was previously reinstalled, when the machine was re-imaged, or restored from a snapshot, or something like that, previous seat might have "orphaned" (not connecting).
3. This will be added in ESMC 7.1. It´s implemented, but won´t appear in to the 7.0 service release. But it´s coming.

 

You can "solve" this by deactivating clients that have not connected for a specific time period.
How? I have walked around to every terminal in our company and double checked the ESET license. 49 systems is what we have plus the 1 server and all 49 systems are listed in "Computers" of ESET Remote Admin. There's nothing in the "Computers" list that shouldn't be there so how am I supposed to deactivate it if I can't see it under "Computers"? 

If you want to see details about licenses used, you can create a custom report template (example attached below). 
I ran the custom report and there's only 49 records returned so that's one less than what my "Computers" show. 

Check the license in ELA.
If I purchased licenses must I have a ELA account? My predecessor never documented the account credentials and none of the emails I have seem to work in regards to recovery. How do I see what email is assigned to my ELA license? Or should I create a new account and have ESET move the old licenses to this new account? 

@Marcos Thanks for your help too, I don't seem to have any information on our Business Account Login Credentials. I'm wondering if this was used in the past at all or if my predecessor simply didn't document the credentials. Does every company use an EBA account?

[Cap-it 0]

** Update**

I think I found the credentials. I'm not accustomed to managing a licenses by logging in as the license key in the license admin console. I thought it would be associated with some sort of email account. So looking at the licenses I noticed the attached. Does this mean this user is using multiple seats for a single system? 

 

For the Windows Server license, which would I deactivate? The first row shows a "last seen" of today but the device name is not correct. The second row shows it was "activated from ERA" (not sure of the significance of that) and has a correct name under device but the last seen was a couple weeks ago. This is the same system, and I assume should only appear in unit management once. 

Edited October 10, 2018 by Cap-it
addition

[MichalJ 434]

@Cap-it In case of the first one - deactivate all units with "red status" - you see, that they are not connecting, so those are "orphans" of the same computer. Most probably it´s a laptop, or a device that changes network connections frequently (docking / surface).

For the file server, deactivate the one which was last seen on September 27. Alternatively, deactivate both, and activate it again with via ERA with a new activation task, targeting the machine. Was anything done to the system (network card replacement, VM migration, etc..?).

[Cap-it 0]

Is there a reason I can't delete a seat. IN the attached screen shot I have 1 computer taking up 2 seats and the seat in red, no matter how many times I try to deactivate it, won't disappear off the list. 

[MichalJ 434]

@Cap-it can you send me the seat name & your PLID (xxx-xxx-xxx). I will ask our engineers to check it. 

Edited October 19, 2018 by MichalJ