Error with Mail security license

[dfrey 1]

So I've set up ESET Protect, and it asked me for a license. I provided our Mail security for Exchange license but it lists it as an error. (Red triangle.)

For the life of me, I can't figure out what the error is! It doesn't seem to tell me, and the license is valid, it expires in 2023.

I tried activating it but the activation task won't run. How would I go about fixing this?

[Marcos 5,074]

Do you get an activation error after entering your license key in the activation window in EMSX?

[MichalJ 434]

@dfrey you have not specified, whether you have entered the license key during the installation, or after into the "licenses" screen of ESET PROTECT user interface. What was the error it gave you? More details can be found in server trace log, where you can search for "ERROR" from the time you have attempted the insertion. 

You can send me your license ID via private message, I will check, whether I have the same problems, or there might be a connectivity issue between your instance, and our licensing servers. 

[dfrey 1]

I found the trace log and this was in it:

 

2020-06-25 08:05:19 Error: LicenseModule [Thread 29d4]: CLocationSynchronizationHandler : Calling ECP communicator failed with error : CEcpCommunicator: ECPRequestMessageGetLinkedLocations request failed, error=0x20556000.
2020-06-25 08:05:19 Error: LicenseModule [Thread 29d4]: SynchronizationService : Synchronization of locations failed with following error : CEcpCommunicator: ECPRequestMessageGetLinkedLocations request failed, error=0x20556000..
 

However, I set this up a while ago (Windows Server VM) and I don't remember how I installed the license. I need to prepare this now as we are likely getting server AV that I'd like to add to the console.

[dfrey 1]

Addendum:

Found these near the end of the log;

2021-02-23 20:31:39 Information: LicenseModule [Thread 2d14]: UpdateSeatVersion: Reported product version updated successfully.
2021-02-23 20:31:39 Information: LicenseModule [Thread 2cd0]: CLocationSynchronizationHandler : Synchronization of linked online locations finished successfully, no locations retrieved
2021-02-23 20:31:39 Information: LicenseModule [Thread 2cd0]: CSynchronizationService : Synchronization of locations finished successfully.
2021-02-23 20:31:39 Information: LicenseModule [Thread 2cd0]: CSynchronizationService : Synchronization of licenses started.
 

I just checked, the task to active the product is still stalled under the tasks window.

[Marcos 5,074]

Does manual activation work or it's failing too?

[dfrey 1]

The only way I've found to activate creates a task to do so, then the task sits there and does nothing. Is there a different way than I've been trying?

[MichalJ 434]

You can validate whether the license works by remotely connecting to the server where the Mail Security is installed, and entering the license key into the activation wizard on help and support section of the local program user interface. 

[dfrey 1]

Oh, I see. It has activated fine.

Only ESET Protect is flagging it with a red triangle. Maybe ESET Protect itself doesn't like the Exchange Mail Security license?

[dfrey 1]

OK, It's obviously ESET Protect. I tried removing the license file and re-adding it and it says it's invalid. Maybe I just can't add Mail Security to ESET Protect?

[MichalJ 434]

Can you please send me your public license ID, (xxx-xxx-xxx) so we can check on our side? Also, have you tried adding the license to an EBA account and then adding the account to your ESET Protect?

 

[dfrey 1]

Sent the license ID.

No, I haven't tried adding a license to an EBA account. I can try setting one up now though.

[dfrey 1]

So I found out we didn't have an EBA account. So I created one and was able to add the license to it.

I figured out how to link the EBA account to ESET Protect pretty quickly (it was easy), and now it shows the license as valid. ???

Now I should be able to add the Exchange instance to ESET Protect. Well, I hope so anyway.

[Marcos 5,074]

I'd add that some products, such as ESET Dynamic Threat Defense, cannot be added to ESET PROTECT directly and must be added through the EBA portal. If you decide to purchase EDTD to improve protection against new malware on the Exchange server, please keep that on mind.