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Security Management Center does not update license on the server


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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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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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  • ESET Staff

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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