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Security Management Center does not update license on the server


pjaneiro
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Hello, i've renewed my licences, and my servers,workstation do see the renewal date, but the security management center still see the old date, when i do an update by either replacing the license or going through EBA, it gives me an error, because of this the management center is unusable

 

 

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  • ESET Staff

Hello, can you share details about the error that you get upon adding of the license? 

In general, the change should be reflected in the license screen automatically. You can alternatively click on the "synchronize licenses" button in the license screen footer. 

Also, when you say "going through EBA", you mean that you do not see the updated date in EBA, or that you can´t add the license via EBA account to your ESMC instance? 

In all cases, we will most likely need to know details, meaning PLID of your license, screenshot from the error state, and a server trace log from the time, when the unsuccessful license addition attempt was done. I would recommend to create a support ticket, and ship the above-mentioned information to them. 

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When I click on synchronize now, nothing ever happens, then I get a Synchronization was interrupted error

I tried using support, it was.......interesting

 

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What I see in EBA does not reflect what's in ESMC, the dates don't match, and if I try to remove or add licenses in ESMC it fails

 

I tried contacting support again and they ended up telling me to open a few ports on the firewall, I ended up adding the esmc server on the wide open internet just for the heck of it, still no go, at least I know it's not a port issue

 

Edited by pjaneiro
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This seems to me that it is a problem related to ESMC itself, rather than a problem with network communication. Did you by any chance looked into the server trace log, and searched for "ERROR" strings there? That might indicate the problem with the license synchronization. I have asked my colleague @MartinK who is our ESMC expert, to maybe advice here. 

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this is the only errors i see, all the same with the only difference being the session id

 

2020-11-19 16:38:37 Error: NetworkModule [Thread 694]: Error code:10054;(0x2746), An existing connection was forcibly closed by the remote host; SessionId:19483

 

 

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here's another bunch of errors

2020-11-27 16:14:23 Error: LicenseModule [Thread 2984]: CLocationSynchronizationHandler : Calling ECP communicator v2 failed, seatId=[3ea0ccdc-66cb-4cbe-81ea-6059d679ea7c], error : CEcpCommunicator: HTTP send of XML request failed, error=20011.
2020-11-27 16:14:23 Error: LicenseModule [Thread 2984]: SynchronizationService: Synchronization of locations failed with the following message: CEcpCommunicator: HTTP send of XML request failed, error=20011. Last successful synchronization finished at: Never.
2020-11-27 16:14:23 Error: AutomationModule [Thread 2f6c]: LicensePoolSyncTrigger: Trigger [UUID=00000000-0000-0000-7011-000000000003, TYPE=LICENSE_SYNCHRONIZATION] detected failed license synchronization. Retry counter exceeded, no rescheduling will be made.
2020-11-27 16:14:23 Warning: LicenseModule [Thread 2984]: CSynchronizationService : Retrieval of EDTD API tokens failed with following error : LicenseModuleHelper: SyncPools: Failed to get edtd api tokens, SeatId=3ea0ccdc-66cb-4cbe-81ea-6059d679ea7c. Error: CEcpCommunicator: HTTP send of XML request failed, error=20011..
2020-11-27 16:14:23 Error: LicenseModule [Thread 2984]: CApplicationActivationMatrixHandler : Failed to fetch matrix from online license server. Error: CEcpCommunicator: HTTP send of XML request failed, error=20011.
2020-11-27 16:14:23 Error: LicenseModule [Thread 2984]: CSynchronizationService : Retrieval of application activation matrix failed with following error : CEcpCommunicator: HTTP send of XML request failed, error=20011..
2020-11-27 16:14:23 Error: LicenseModule [Thread 2984]: SynchronizationService : Synchronization failed with following error(s) : CEcpCommunicator: HTTP send of XML request failed, error=20011..
2020-11-27 16:14:23 Error: LicenseModule [Thread 2984]: CEcpCommunicator: HTTP send of XML request failed, error=20011.
 

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The error 20011 means HTTP_OBJECT_NOT_FOUND, ie. activation (EDF) servers listed in https://support.eset.com/en/kb332 are not accessible by the ESMC server or ekrn on the clients:

ESET Data Framework (Anti-Theft, ESET License Administrator, Parental control, Web control):

Hostname IP address Note
edf.eset.com 40.114.143.2  
13.64.117.133
13.91.57.145
h1-arse01-v.eset.com 91.228.166.104  
h1-arse02-v.eset.com 91.228.166.71  
h3-arse01-v.eset.com 91.228.167.64  
h3-arse02-v.eset.com 91.228.167.81  
h5-arse01-v.eset.com 38.90.226.16  
h5-arse02-v.eset.com 38.90.226.17  
ecp.eset.systems 13.91.140.245  
13.91.207.10  
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1 hour ago, Marcos said:

The error 20011 means HTTP_OBJECT_NOT_FOUND, ie. activation (EDF) servers listed in https://support.eset.com/en/kb332 are not accessible by the ESMC server or ekrn on the clients:

ESET Data Framework (Anti-Theft, ESET License Administrator, Parental control, Web control):

Hostname IP address Note
edf.eset.com 40.114.143.2  
13.64.117.133
13.91.57.145
h1-arse01-v.eset.com 91.228.166.104  
h1-arse02-v.eset.com 91.228.166.71  
h3-arse01-v.eset.com 91.228.167.64  
h3-arse02-v.eset.com 91.228.167.81  
h5-arse01-v.eset.com 38.90.226.16  
h5-arse02-v.eset.com 38.90.226.17  
ecp.eset.systems 13.91.140.245  
13.91.207.10  

I've tried updating the license with firewall is disabled, i get the same error

Also, why was i able ton install the license the first time and now i can't update ?

 

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What's the easiest way to backup the current config and re-install this pos from scratch ? I miss ERA 5.0 it was light, and didn't use anything apache based, 

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