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Error with Mail security license


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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?

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  • ESET Staff

@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. 

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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.

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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.

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  • ESET Staff

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. 

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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.

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