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Posted (edited)

Hello all,

I just upgraded my ESET Internet Security Suite to 2 devices, from 1 device (yesterday). I try to enter my license key in ESET Internet Security Suite on my desktop but it keeps rejecting it. My license key is [REDACTED], can someone please look into this?

Edited by Aryeh Goretsky
License key removed to prevent abuse.

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The license appears to be valid. What error are you getting after entering the license key in the activation window?

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Posted (edited)
Quote

Activation failed - An error occurred during activation

Your license key is not valid in the country you selected during installation. Please select the proper country or contact your license distributor.

https://support.eset.com/en/kb7297-resolve-act-or-ecp-errors-during-activation-home-users

Did you purchase your upgraded license from an authorized Eset source in the U.S.? Such sources would be the Eset U.S. web site, an authorized Eset reseller in the U.S., etc..

Also make sure that U.S. is selected as the country during installation. This should have been done automatically since the first three characters of the license key indicate country; e.g. USAX- .........

 

Edited by itman

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I also just noticed that you are attempted to upgrade Eset Smart Security 9. That product is no longer supported: https://support.eset.com/en/kb3678-is-my-eset-product-supported-eset-end-of-life-policy-home-products . This could be the issue.

I suspect that what you purchased perhaps is a two seat license for Internet Security? I know Eset Smart Security 9 is the last version supported on Win XP. But again, it shows end-of-life as of 12/2019. As such, I don't see how you could have purchased an upgraded license for it.

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Especially on Windows 10 you should always use the latest version which is currently 13.1.24. Do not attempt to install v9 or anything older than v13.1.

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Posted (edited)
15 hours ago, itman said:

I also just noticed that you are attempted to upgrade Eset Smart Security 9. That product is no longer supported: https://support.eset.com/en/kb3678-is-my-eset-product-supported-eset-end-of-life-policy-home-products . This could be the issue.

I suspect that what you purchased perhaps is a two seat license for Internet Security? I know Eset Smart Security 9 is the last version supported on Win XP. But again, it shows end-of-life as of 12/2019. As such, I don't see how you could have purchased an upgraded license for it.

image.thumb.png.ddca83b2985a60cf0f29aad6de1bd418.png

Sure enough it is the outdated version 9, makes sense since my desktop was in storage for 3 years without being used. The version on my laptop is version 11.0.159.5 (License information -> ESET Smart Security Premium). It was definitely a license for that product that I upgraded to 2 devices for. I always use the official ESET website as well.

I just tried to uninstall the old version off my desktop and it stops in the middle of the process telling me I don't have access to the key (likely because it expired). I was going to uninstall the old version, install the new version and try inputting my license key to see if it goes through. Anyone know how to deal with this?

I was under the assumption once updates for new versions were available, ESET programs detected them and downloaded them automatically. Do I need to manually uninstall old versions once its life cycle ends, install the new versions and enter my license key per every major release?

I tried to install ESET Smart Security Premium from the website (30 day trial) to see if I can override the previous installation and it says this:

image.thumb.png.480cc6be8b5d8b239d86ed4cc3dbda5e.png

Edited by Raven

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Posted (edited)
3 hours ago, Raven said:

I just tried to uninstall the old version off my desktop and it stops in the middle of the process telling me I don't have access to the key (likely because it expired).

That's strange. Really don't know why a License key would be required for an uninstall.

Here's a link on how to both use and download the Eset uninstaller tool for whatever Win version you have installed: https://support.eset.com/en/kb2289-uninstall-eset-manually-using-the-eset-uninstaller-tool . Note this must be run in Win Safe mode.

Note: If this is a Win XP device, the OS needs to be upgraded to use any current Eset product.

Once that hopefully successfully completes, boot back into normal Win startup mode. Download the current version of Smart Security Premium from here: https://www.eset.com/int/home/smart-security/download/  and install it. Then use the upgraded License key you purchased to activate it.

Edited by itman

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During uninstallation we don't check for a license key. If necessary, use the uninstall tool in safe mode as advised above.

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4 hours ago, Marcos said:

During uninstallation we don't check for a license key. If necessary, use the uninstall tool in safe mode as advised above.

image.thumb.png.062c22b59e7f6e4b0917aef77e6baadc.png

Good news is I successfully uninstalled it on my desktop and it took my license key, ironically my laptop which had the more recent version is turning out to be a headache. I've been trying to boot into safe mode on my laptop (for about 5 hours) to run the uninstall tool to delete it because it won't uninstall normally. It keeps asking me for a password but never accepts my password (my Windows password, started using the Hello Pin feature), so I can never reach the desktop from safe mode and I've looked up all sorts of methods (including enabling the Admin account that never shows up).

Is there any other way to remove the fragments from this program that linger on my laptop without having to go through safe mode and using the uninstall tool on my laptop? If not I might have to forego having it dual run on my laptop as well.

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44 minutes ago, Raven said:

Is there any other way to remove the fragments from this program that linger on my laptop without having to go through safe mode and using the uninstall tool on my laptop? If not I might have to forego having it dual run on my laptop as well.

You should be able to uninstall the version of Smart Security on the laptop via the way you uninstall any other app. Namely, open Control Panel -> Programs -> Uninstall a program. Reboot after the uninstall is completed. Then download the current version of Smart Security as done previously and install it on the laptop.

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18 hours ago, itman said:

You should be able to uninstall the version of Smart Security on the laptop via the way you uninstall any other app. Namely, open Control Panel -> Programs -> Uninstall a program. Reboot after the uninstall is completed. Then download the current version of Smart Security as done previously and install it on the laptop.

Hey itman,

The icon/program doesn't show up in my list of programs that I can uninstall (I had attempted to uninstall it previously and it seemed to work). I deleted the folder in the C drive off my laptop with the remaining files to erase all traces of it. But upon attempting to reinstall the latest version it tells me I already have the latest version on my system.

I'll stick Windows Defender on my laptop if there's no way to get around it for now, just wondering if you knew why it would tell me I have the latest version on my laptop when I already uninstalled it.

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Why do you not want to use the Uninstall tool in safe mode?

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Posted (edited)
20 hours ago, Raven said:

It keeps asking me for a password but never accepts my password (my Windows password, started using the Hello Pin feature), so I can never reach the desktop from safe mode and I've looked up all sorts of methods (including enabling the Admin account that never shows up).

Are you trying to enter your PIN here? You have to use the password associated with default local admin account; not the PIN number. If you never created this password previously, when asked for it safe mode don't enter anything into the password field. Just press the Enter key to continue the boot procedure. If this doesn't work, try the following:

Quote

Fix 2. Use Safe mode with Networking if you use Microsoft Account

Usually, the standard offline Safe mode will work only for a local account. If you're using Microsoft account as the administrator on your Windows 10 account, you can try Safe mode with Networking and see if you can login to safe mode Windows 10.

 

Edited by itman

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Posted (edited)
On 4/5/2020 at 2:00 PM, Marcos said:

Why do you not want to use the Uninstall tool in safe mode?

Oh believe me I do......problem is on my laptop it won't let me in through safe mode. It never accepts my password that I use otherwise (my friend set my laptop up for me, it was a Microsoft account associated with my university's e-mail). I suspect it had something to do with how it was setup because I had no issues doing it on my desktop.

On 4/5/2020 at 2:50 PM, itman said:

Are you trying to enter your PIN here? You have to use the password associated with default local admin account; not the PIN number. If you never created this password previously, when asked for it safe mode don't enter anything into the password field. Just press the Enter key to continue the boot procedure. If this doesn't work, try the following:

 

For some reason the local accounts don't show up, I tried enabling the default 'Administrator' account and a local account with Administrative privileges so I could make changes in safe mode. I tried it with safe mode and networking as well, I can connect to the internet but the default account still won't accept the password (which is a Microsoft account). 

Safe mode does ask for a password, but it never accepts it. The local accounts don't show up for me to enter them for some reason.

It's odd, I doubt anyone will know how to resolve this without a Microsoft rep though. I'll see if I can reach one at some point.

Edited by Raven

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in Win 10 Sign-In options, make sure your password setting options are properly setup:

Win_Sign-In.thumb.png.4f63761b20b82b4b950068e83d76943e.png

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