Cannot add licenses to ESET Security Management Center v7

[G_Hosa_Phat 0]

I recently (finally) updated our old ESET Remote Administrator software (v5) to use the ESET Security Management Center (v7). The basic deployment seems to be fine, but I'm unable to add the licenses for our workstations. Every time I attempt to add the licenses - whether with the Business Account credentials or the license key - I get an error indicating a failure. For example, trying to add the licenses using my credentials returns the error: "Failed to add license by ESET Business Account credentials."

Looking at other topics on this subject, I tried looking at the trace.log file to get some insight, but I'm still unable to determine the cause of the problem. I also tried disabling the proxy server option in the Advanced Settings, but it still failed. Here is what I'm seeing in the trace.log file (redacted):

2020-09-16 17:27:52 Error: LicenseModule [Thread 3b44]: AddPoolBySecurityAdmin: Failed to add pool by account [Login=esetadmin@domain.com]. Error: CEcpCommunicatorV2: ECPLinkSeatPoolRequest request failed, error=0x2051d000.
2020-09-16 17:27:52 Error: LicenseModule [Thread 3b44]: CEcpCommunicatorV2: ECPLinkSeatPoolRequest request failed, error=0x2051d000.
2020-09-16 17:27:52 Error: ConsoleApiModule [Thread 2624]: 150 Error while processing  AddPoolBySecurityAdmin request: CEcpCommunicatorV2: ECPLinkSeatPoolRequest request failed, error=0x2051d000.
2020-09-16 17:27:52 Error: ConsoleApiModule [Thread 2624]: Untranslatable CInterModuleException: CEcpCommunicatorV2: ECPLinkSeatPoolRequest request failed, error=0x2051d000.
2020-09-16 17:27:53 Error: LicenseModule [Thread 25d0]: CLocationSynchronizationHandler : Calling ECP communicator v2 failed, seatId=[SOME_GUID], error : CEcpCommunicatorV2: ECPGetLinkedLocationsRequest request failed, error=0x20556000.
2020-09-16 17:27:53 Error: LicenseModule [Thread 25d0]: SynchronizationService: Synchronization of locations failed with the following message: CEcpCommunicatorV2: ECPGetLinkedLocationsRequest request failed, error=0x20556000. Last successful synchronization finished at: Never.
2020-09-16 17:27:53 Error: AutomationModule [Thread 1b64]: LicensePoolSyncTrigger: Trigger [UUID=SOME_UUID, TYPE=LICENSE_SYNCHRONIZATION] detected failed license synchronization. Retry counter exceeded, no rescheduling will be made.
2020-09-16 17:27:53 Warning: LicenseModule [Thread 25d0]: CSynchronizationService : Retrieval of EDTD API tokens failed with following error : LicenseModuleHelper: SyncPools: Failed to get edtd api tokens, SeatId=SOME_GUID. Error: CEcpCommunicatorV2: ECPGetApiTokensRequest request failed, error=0x2054e000..
2020-09-16 17:27:53 Error: LicenseModule [Thread 25d0]: SynchronizationService : Synchronization failed with following error(s) : CEcpCommunicatorV2: ECPGetLinkedLocationsRequest request failed, error=0x20556000..
2020-09-16 17:27:53 Error: LicenseModule [Thread 25d0]: CEcpCommunicatorV2: ECPGetLinkedLocationsRequest request failed, error=0x20556000.

Reading through this doesn't help me a whole lot, but my best guess would be that there's some sort of communication error with the licensing server. Interestingly, if I use the same credentials on my workstation to activate the endpoint client, it works without a problem. Of course, I don't want to have to go to each client to do this manually - especially if I need to renew my licenses or do further upgrades/updates. Any help would be appreciated.

[Dump Kids 0]

I also experienced the same problem as you.

[PabloFS 0]

I also experienced the same problem as you.

[Powerlutzie 1]

I have exact the same problem.

Moved ESMC 7 yesterday from Cent OS server to a new Windows 2012 server and try to add my license with EBA account since then. Always failing with error.

[Marcos 5,070]

We are checking it with developers. Will keep you posted about our findings and resolution.

[Powerlutzie 1]

I looks like the problem is solved!
A few minutes ago I suddenly was able to add successfully my license with my EBA credentials!

 

[G_Hosa_Phat 0]

Yes. It appears that the issue has been resolved. I'm unsure if this was just a "you need to wait" thing, or if it was some sort of failure on ESET's licensing server(s) that has since been repaired. Either way, my licenses are now active.

[Gil 0]

On 9/17/2020 at 3:54 PM, Marcos said:

We are checking it with developers. Will keep you posted about our findings and resolution.

Hi, I have the same problem:

This ERA instance has been manually installed on an Ubuntu 18.04 Machine. Everything else works well except it can't seem to download all products enabled by License and this might be due to the error as shown in Error Trace.

See attachment.

Tomcat/Java

Tomcat Version	JVM Version	JVM Vendor	OS Name	OS Version	OS Architecture
Apache Tomcat/7.0.106	15.0.1+9-18	Oracle Corporation	Linux	5.4.0-1031-azure	amd64

MySQL

mysql  Ver 14.14 Distrib 5.7.32, for Linux (x86_64) using  EditLine wrapper

Error Trace:

sudo tail -n 20 -f /var/log/eset/RemoteAdministrator/Server/trace.log

 

2020-10-30 19:08:01 Error: LicenseModule [Thread 7f5d1d529700]: CLocationSynchronizationHandler : Calling ECP communicator v2 failed, seatId=[xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx], error : CEcpCommunicator: HTTP send of XML request failed, error=20019.
2020-10-30 19:08:01 Error: LicenseModule [Thread 7f5d1d529700]: SynchronizationService: Synchronization of locations failed with the following message: CEcpCommunicator: HTTP send of XML request failed, error=20019. Last successful synchronization finished at: 2020-Oct-30 18:54:09.
2020-10-30 19:08:01 Warning: AutomationModule [Thread 7f5d2653b700]: LicensePoolSyncTrigger: Trigger [UUID=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx, TYPE=LICENSE_SYNCHRONIZATION] detected failed license synchronization. Scheduling retry [Delay=60sec, Retry=5].
2020-10-30 19:09:08 Warning: LicenseModule [Thread 7f5d1d529700]: CSynchronizationService : Retrieval of EDTD API tokens failed with following error : LicenseModuleHelper: SyncPools: Failed to get edtd api tokens, SeatId=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx. Error: CEcpCommunicator: HTTP send of XML request failed, error=20019..
2020-10-30 19:09:08 Error: LicenseModule [Thread 7f5d1d529700]: SynchronizationService : Synchronization failed with following error(s) : CEcpCommunicator: HTTP send of XML request failed, error=20019..
2020-10-30 19:09:08 Error: LicenseModule [Thread 7f5d1d529700]: CEcpCommunicator: HTTP send of XML request failed, error=20019.
2020-10-30 19:10:12 Error: LicenseModule [Thread 7f5d1d529700]: CLocationSynchronizationHandler : Calling ECP communicator v2 failed, seatId=[xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx], error : CEcpCommunicator: HTTP send of XML request failed, error=20019.
2020-10-30 19:10:12 Error: LicenseModule [Thread 7f5d1d529700]: SynchronizationService: Synchronization of locations failed with the following message: CEcpCommunicator: HTTP send of XML request failed, error=20019. Last successful synchronization finished at: 2020-Oct-30 18:54:09.
2020-10-30 19:10:12 Error: AutomationModule [Thread 7f5d2653b700]: LicensePoolSyncTrigger: Trigger [UUID=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx, TYPE=LICENSE_SYNCHRONIZATION] detected failed license synchronization. Retry counter exceeded, no rescheduling will be made.
2020-10-30 19:11:12 Warning: LicenseModule [Thread 7f5d1d529700]: CSynchronizationService : Retrieval of EDTD API tokens failed with following error : LicenseModuleHelper: SyncPools: Failed to get edtd api tokens, SeatId=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx. Error: CEcpCommunicator: HTTP send of XML request failed, error=20019..
2020-10-30 19:11:12 Error: LicenseModule [Thread 7f5d1d529700]: SynchronizationService : Synchronization failed with following error(s) : CEcpCommunicator: HTTP send of XML request failed, error=20019..
2020-10-30 19:11:12 Error: LicenseModule [Thread 7f5d1d529700]: CEcpCommunicator: HTTP send of XML request failed, error=20019.

ERA About Page

ESET Security Management Center (Server), Version 7.2 (7.2.2236.0)
ESET Security Management Center (Web Console), Version 7.2 (7.2.230.0)
Copyright (c) 1992-2020 ESET, spol. s r.o. All Rights Reserved.
End-user license agreement
Ubuntu (64-bit), Version 18.04
Connected Clients: 8
Active Licenses: 1
License Management
Installed Components:
Update module	1077 (20200622)
Translation support module	1827 (20201026)
SysInspector module	1280 (20201022)
SSL module	1054 (20201013)
Push Notification Service module	1077 (20201008)
Configuration module	1889.5 (20200911)
Database info:
DB Name: xxxxxxxxxxxxxxxx
DB Version: MySQL 5.7.32
DB Size: 59MB
DB Hostname: xxxxxxxxxxxxxxxx
DB User: xxxxxxxxxxxxxxxx
Warning: This program is protected by copyright and international treaties. Copying or distribution without express permission from ESET, spol. s r.o. by any means, in part or in full, is strictly prohibited and will result in prosecution to the full extent that these laws will allow internationally.

ESET, the ESET logo, ESET Smart Security, LiveGrid, LiveGrid logo, SysInspector are either registered trademarks or trademarks of ESET, spol. s r.o. in the European Union and/or other countries. All other trademarks are the property of their respective owners.

Protected by US Pat. 8,943,592.

 

 

[Marcos 5,070]

14 hours ago, Gil said:

Hi, I have the same problem:

This ERA instance has been manually installed on an Ubuntu 18.04 Machine. Everything else works well except it can't seem to download all products enabled by License and this might be due to the error as shown in Error Trace.

 

Please provide the trace.log. It is not clear what version of the ODBC driver you have installed. Also I'd recommend checking with Wireshark if the server successfully connects to the repository after restarting the ESMC server service.