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ESET internet security cloud not check for the lastest modules update because of a connection problem


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Check your network connection and try updating modules again.

Also "update authorization failed.Please check if your license is valid."

At help and support product and license information says.

1406685915_2020-10-25(9).thumb.png.b66a04064d71e34068aeebb5aef94bc0.png2090890960_2020-10-25(12).thumb.png.3130f4dcc1849603e4e54f97c2417f0e.png

What to do? 

Edited by Kirile
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16 minutes ago, Kirile said:

I have purchased it from ebay, I guess it was a scam

Very likely since license overuse was detected.

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  • 2 weeks later...

Hello Guys,

using latest NOD32 Antivirus V14
I bought the licence 3 months ago for 3 computers.
I have the same problem since 10 days ago on the 2 used computers.
Username: EAV-0280319939

I'm tried to reactivate the product, it was done OK, the licence key accepted well, but the updates are still failed.

update error.png

eav_logs.zip

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You seem to be from Austria but the license was issued by the Russian reseller. Please contact the reseller to find out the reason of license cancellation. They should refund you the money you paid if it was you who purchased the license.

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38 minutes ago, vukcica said:

I bought from https://www.eneba.com/de/search?text=eset

The site looks as an german webshop.

Interesting, the activating is done sucessfully, the licence key accepted, valid. Only the Modules uptate fails.
How can this happen?

Activation doesn't work:

image.png

I'd recommend asking the shop for a refund. It was a monthly invoiced license for customers of a Russian ISP. After refunding the license please purchase one via the official website https://www.eset.de. I'll report the e-shop to colleagues from German.

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Now i'm re-entered the key, activation done OK, not failed!
See the screenshots, but cannot update the modules.
So is anything is wrong in the software.

I'm contacted with the seller's webshop, ticket creted, but no answer yet.

Key entered - masked.png

licence accepted.png

licence validity.png

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Well, it doesn't make sense to me. The license was cancelled and I'm notified about that when attempting to use the license key for activation. As you can see, the license is valid until 2030 so it's definitely not a standard license.

Please enable advanced logging under Help and support -> Details for technical support, then reactivate the product by clicking Change license and entering the license key. Next disable logging and collect fresh logs with ESET Log Collector.

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Thanks for your support. The seller confirmed the existing issue, and sent me an replacement key.This works fully, all updates done, problem solved.

The question is still interesting, an accepted key why not allows the updates?

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2 minutes ago, vukcica said:

The question is still interesting, an accepted key why not allows the updates?

Where did you download Eset software from originally? Was it from the site where you purchased the original license key from? If so, appears to be what you downloaded was a cracked version of Eset.

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No, it was original offline installer from the eset website, V13.0.24
It was installed in 2020 march, used with monthly keys from my computer magazin.
I'm bought this licence in 2020 august, worked good until now.
When this issue happend, searched for solutions, and found some similar problems in eset forums.
i'm downloaded the latest installer, V14.02 from eset,
With this the issue was the same.

 

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Dear Markos,

The seller of the key confirmed it is wrong, and sent me an replacement key.
It worked well for 10 days, but now caused the same error. Licence accepted, but cannot update.

Now i'm created an log as you suggested, advanced logging enabled.
File attached.eav_logs 2020-11-16.zip

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2 hours ago, vukcica said:

Dear Markos,

The seller of the key confirmed it is wrong, and sent me an replacement key.
It worked well for 10 days, but now caused the same error. Licence accepted, but cannot update.

Now i'm created an log as you suggested, advanced logging enabled.
File attached.eav_logs 2020-11-16.zip

If the problem keeps happening it might be easier asking for a refund and getting from eset directly unless Marcos can see anything in the logs 

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The license is a monthly-invoiced one, was issued by the Russian reseller and has already been canceled. Please ask for a refund and purchase a license from www.eset.de. Will report the German e-shop to the appropriate ESET staff.

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Thanks. i will report the issue to the ENEBA websop, and initiate the refund.

It will be good if the eset software informs me about the licence have been cancelled, instead of accepted well, but then errors while update.

The message on the main window "Check your network connection and try updating modules again" is also deceptive, does not relating to an cancelled licence.

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