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EEI | License activation failed


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Hi

I'm having multiple issues with license activations once upgraded to 1.7.1978

I get multiple errors of the following nature:
 

2022-03-31 11:25:23 7f4f57fff700 Error: Error while sending control request to server at "eei-server.XXXXXXXXXXXXXXX". connect: Bad message [generic:74]

2022-03-31 11:26:22 7f4f8c26e700 Error: License activation failed: 2. Failed to process a request to/from ESET Endpoint Security/Antivirus. RUN_LOOP_ERROR RUN_LOOP_TIMEOUT (2)

2022-03-31 11:21:41 7f9ce3fff700 Error: License check failed. Failed to process a request to/from ESET Endpoint Security/Antivirus. RUN_LOOP_ERROR RUN_LOOP_TIMEOUT (2)
2022-03-31 11:21:41 7f9ce3fff700 Info: ESET Inspect integration with Endpoint has been successfully disabled

 

Basically at random EEI doesn't want to activate. 

Any ideas what it could be? 

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Hello @avielc,

if the issue persists, collect the full set of logs from an affected machine and send them to me to check.

What exactly do you do with the endpoints?

Is it just an upgrade to the latest version, or any further actions are being performed?

Which version of EES/EEA do you have deployed?

Peter

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Hi Peter

So glad to hear from you :)
By this time I managed to fix it by multiple "license deactivations" + uninstall and reinstall until it worked. 
Currently though out of the 130~ machines reporting, I have 7 that have "can't connect to EEI Server" error. 
Any ideas what I can do to resolve it? - I tried in the past to increase the connection volume in the HTTPS settings. didn't seem to be effective now

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2 minutes ago, avielc said:

So glad to hear from you :)

Oh thank you ;) 

3 minutes ago, avielc said:

I have 7 that have "can't connect to EEI Server" error.

What does the log say? Without it, we would be just shooting into the darkness...

Peter

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Posted (edited)

Here are some of the latest errors
seems to be repeating: 
 

2022-04-05 15:08:08 00000 Info: Events sent successfully to SERVER. Server responded with 200 status code in 7s921ms.
2022-04-05 15:12:45 00000 Error: License check failed. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_UNKNOWN (5000)
2022-04-05 15:12:55 00000 Info: Events Statistics, From:, 2022-04-05 15:08:09, To:, 2022-04-05 15:12:51, Duration (s):, 282, Events Per Second:, 0.280, Events:, 79, File:, 33, Registry:, 0, TcpIp:, 0, Http:, 0, Dns:, 0, Process:, 45, Injections:, 0, Dll:, 0, Traffic:, 0, Info:, 1, Metadata:, 0, Livegrid:, 0, OriginUrl:, 0, Alarms:, 0, UserActivity:, 0, Wmi:, 0, Scripts:, 0, ExeDrops:, 0, OpenProcess:, 0, TrafficSize:, 0, TrafficInterval:, 0, Executions:, 0, Subprocesses:, 0, Connections:, 0, Batch Size (bytes):, 8525
2022-04-05 15:13:01 00000 Info: Events sent successfully to SERVER. Server responded with 200 status code in 5s703ms.
2022-04-05 15:17:45 00000 Error: License check failed. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_UNKNOWN (5000)
2022-04-05 15:17:55 00000 Info: Events Statistics, From:, 2022-04-05 15:13:09, To:, 2022-04-05 15:17:54, Duration (s):, 285, Events Per Second:, 4.091, Events:, 1166, File:, 928, Registry:, 0, TcpIp:, 0, Http:, 0, Dns:, 0, Process:, 237, Injections:, 0, Dll:, 0, Traffic:, 0, Info:, 1, Metadata:, 0, Livegrid:, 0, OriginUrl:, 0, Alarms:, 0, UserActivity:, 0, Wmi:, 0, Scripts:, 0, ExeDrops:, 0, OpenProcess:, 0, TrafficSize:, 0, TrafficInterval:, 0, Executions:, 0, Subprocesses:, 0, Connections:, 0, Batch Size (bytes):, 76386
2022-04-05 15:18:09 00000 Info: Events sent successfully to SERVER. Server responded with 200 status code in 8s982ms.

 

basically I see license check failure. 
Yet it looks different in the console:

image.png.5fd96fc858beb3a41586dcd8ef2c58e4.png

 

no error mentioning activation \ license issue

Edited by avielc
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Same issue here with OS X endpoints after upgrading to the latest version. Status shows not activated, activation task runs successfully but product is still not activated.

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Hello @j-gray

when it comes co macs, as of now the licensing is not yet implemented for the EI connector, that is the reason for the "PERSEUS_UNKNOWN (5000)" log entries. It is not in v.6, but the license is required for v.7.

The logs show, that the events are being collected, send to server and it accepts it.

 

The error "RUN_LOOP_ERROR RUN_LOOP_TIMEOUT " is known and should be fixed in the 1.9 release.

Peter on behalf of the local EI guru 😉 

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