"Product not Activated" even though Activate Product task succeeds

[MKach 0]

I'm new to using the ECA so please excuse my ignorance here.

8 out of 10 of my clients are showing not activated, even though the Activate Product task succeeds on all. The other 2 clients have successfully activated.

Details:

• ESET Cloud Administrator
• ESET Endpoint Security: 7.1.2053.0
• ESET Management Agent: 7.0.577.0
• All clients are Windows 10 Pro, and are actively checking in.

The EBA confirms that licenses are not in use for these clients. I have 20 free licenses. The license type matches the product installed.

I am remote without physical access to these machines and unsure of how to troubleshoot as the ECA is scarce on logs/feedback.

Any assistance is appreciated.

Thanks!

[Marcos 5,298]

Are the machines able to reach the activation servers as per the KB https://support.eset.com/kb332/? Couldn't it be that a firewall or proxy is preventing ekrn.exe from communicating with activation servers?

[MartinK 384]

Just for verification: is your license intended to activate ESET Endpoint Security? Asking because this would probably happen if you try to activate it with license for different product, i.e. ESET Endpoint Antivirus or possible other.

[MKach 0]

This was exactly the issue... I installed the wrong product... Security vs Antivirus 🤦‍♂️. Thank you.

On 11/4/2019 at 3:21 PM, MartinK said:

Just for verification: is your license intended to activate ESET Endpoint Security? Asking because this would probably happen if you try to activate it with license for different product, i.e. ESET Endpoint Antivirus or possible other.

 

Edited November 6, 2019 by MKach