Koutport 0 Posted February 5, 2022 Share Posted February 5, 2022 Hello Today I enable parental control and when I disable Eset it does not recognize my password and my mail (to recover it). Any help please. George Link to comment Share on other sites More sharing options...
Administrators Marcos 4,609 Posted February 5, 2022 Administrators Share Posted February 5, 2022 Do you mean that you cannot open the advanced setup without entering a password? If you forgot it, you have several other options how to reset it: Gonzalo Alvarez 1 Link to comment Share on other sites More sharing options...
Koutport 0 Posted February 5, 2022 Author Share Posted February 5, 2022 Hello yes in this window whwn i put the password apears that the password is wrong and when i put my email to restore password the message is tha the email is not correct!!! My password is OK and i dont forget it. Thanx Link to comment Share on other sites More sharing options...
Administrators Marcos 4,609 Posted February 5, 2022 Administrators Share Posted February 5, 2022 Did you create an ESET HOME account at https://home.eset.com using the gmail address you entered? Link to comment Share on other sites More sharing options...
Koutport 0 Posted February 5, 2022 Author Share Posted February 5, 2022 (edited) Yes of course. mail :kxxxxxxt@gmail.com Edited February 5, 2022 by Marcos Email address obfuscated for security reasons Link to comment Share on other sites More sharing options...
Administrators Marcos 4,609 Posted February 5, 2022 Administrators Share Posted February 5, 2022 You're right, an ESET HOME account with that email address exists. If you can't wait until Monday, you can uninstall ESET in safe mode using the ESET Uninstall tool and then install it from scratch to work around password protection. Link to comment Share on other sites More sharing options...
Koutport 0 Posted February 5, 2022 Author Share Posted February 5, 2022 Thank you but if Monday the problem solved all its ok for me. Link to comment Share on other sites More sharing options...
Koutport 0 Posted February 7, 2022 Author Share Posted February 7, 2022 Hello again and again... The problem remain my email dont recognized from eset... Link to comment Share on other sites More sharing options...
Administrators Marcos 4,609 Posted February 7, 2022 Administrators Share Posted February 7, 2022 We'd need advanced licensing logs for perusal. Logging would have to be activated in safe mode due to password protection. Therefore the easiest way would be to use the ESET Uninstall tool in safe mode and installing ESET from scratch. However, if you would prefer to troubleshoot the issue, I will provide you with instructions how to enable advanced logging in safe mode. Link to comment Share on other sites More sharing options...
Koutport 0 Posted February 7, 2022 Author Share Posted February 7, 2022 (edited) I finally uninstalled Eset! Can I set the password for parental control or will I have the same problems? Edited February 7, 2022 by Koutport Link to comment Share on other sites More sharing options...
Administrators Marcos 4,609 Posted February 7, 2022 Administrators Share Posted February 7, 2022 Since we don't know the cause of the issue yet, it's impossible to tell if you would run into the issue again. I'd recommend enabling advanced licensing logging under Tools -> Diagnostics in the advanced setup prior to enabling password protection so that we could get logs for perusal should the issue recur. Link to comment Share on other sites More sharing options...
Koutport 0 Posted February 8, 2022 Author Share Posted February 8, 2022 Sorry but you told me the problem would be solved on Monday yesterday. What changed? Do you need to see the log file so far? I can not experiment! Link to comment Share on other sites More sharing options...
Administrators Marcos 4,609 Posted February 8, 2022 Administrators Share Posted February 8, 2022 I told, to quote myself: "If you can't wait until Monday..." You posted on Saturday so I could not discuss it with colleagues before Monday, hence I wrote the above. After a discussion, it turned out that further advanced licensing logs will be needed to troubleshoot the issue so I asked you for these logs if you prefer to continue troubleshooting the issue. Link to comment Share on other sites More sharing options...
Koutport 0 Posted February 8, 2022 Author Share Posted February 8, 2022 I'll do this you tell me with the logs and I'll wait for you to answer me if I can set a code for parental control . Thank you. Link to comment Share on other sites More sharing options...
Administrators Marcos 4,609 Posted February 8, 2022 Administrators Share Posted February 8, 2022 Please enable advanced license logging before enabling password protection in case your ESET HOME email address would not be recognized when attempting to reset the password: In case that unlocking via your ESET HOME email address doesn't work, provide ELC logs as well as the code generated via this option: Link to comment Share on other sites More sharing options...
Koutport 0 Posted February 8, 2022 Author Share Posted February 8, 2022 Hello I set up the setting you told me . Link to comment Share on other sites More sharing options...
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