zahra dehghani 1 Posted June 9, 2022 Share Posted June 9, 2022 dear administrator, i updated my ESET internet security to 15 and purchased a new license for to devices. my mobile works but my laptop with windows 10 operating system doesn't update at all. it has the error which i wrote in title. i uninstalled several times and reactivate it but the same error remained. my ESET id is 3AS-VUV-WFW. i would be appreciated if you help me. thanks. reihaneh banihashemi 1 Link to comment Share on other sites More sharing options...
Administrators Marcos 5,069 Posted June 9, 2022 Administrators Share Posted June 9, 2022 I've just checked your license, it's valid until 04/02/2023 and can download updates from update servers alright. Could you confirm that the issue has been resolved in the mean time? Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 9, 2022 Author Share Posted June 9, 2022 no it has not Link to comment Share on other sites More sharing options...
Administrators Marcos 5,069 Posted June 9, 2022 Administrators Share Posted June 9, 2022 Please carry on as follows: Enable advanced logging under Help and support -> Technical support Run update to reproduce the issue Stop logging Collect logs with ESET Log Collector and upload the generated archive here (only the ESET staff can access attachments). Link to comment Share on other sites More sharing options...
Administrators Marcos 5,069 Posted June 9, 2022 Administrators Share Posted June 9, 2022 Please collect logs with ESET Log Collector. Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 9, 2022 Author Share Posted June 9, 2022 i sent log in previous message. eis_logs.zip Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 9, 2022 Author Share Posted June 9, 2022 i sent zip file. Link to comment Share on other sites More sharing options...
Administrators Marcos 5,069 Posted June 9, 2022 Administrators Share Posted June 9, 2022 The registry values are mangled plus you have an older v14 installed. Please carry on as follows: 1, Uninstall ESET 2, Run the ESET Uninstall tool in safe mode to make sure it's removed completely. 3, Download and install the latest v15.1 from www.eset.com. Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 9, 2022 Author Share Posted June 9, 2022 ok. i will try it. Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 9, 2022 Author Share Posted June 9, 2022 i did. but now i can't install and activate eset Link to comment Share on other sites More sharing options...
Administrators Marcos 5,069 Posted June 10, 2022 Administrators Share Posted June 10, 2022 4 hours ago, zahra dehghani said: i did. but now i can't install and activate eset Please elaborate more. What happens when you run the installer? Link to comment Share on other sites More sharing options...
New_Style_xd 69 Posted June 10, 2022 Share Posted June 10, 2022 4 hours ago, zahra dehghani said: i did. but now i can't install and activate eset Put a print so you can get an idea of what's going on Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 10, 2022 Author Share Posted June 10, 2022 when i was downloading and install, it didin't activate. after a few try it did'nt download and had an error about bad gateway. Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 10, 2022 Author Share Posted June 10, 2022 when i was downloading and install, it didn't activate. after a few try it didn't download and had an error about bad gateway. error code win 1603. i restarted several times but its situation didn't changed and i can't install it. Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 10, 2022 Author Share Posted June 10, 2022 this is my eset id : 3AS-VUV-WFW Link to comment Share on other sites More sharing options...
Administrators Marcos 5,069 Posted June 10, 2022 Administrators Share Posted June 10, 2022 If the issue is that the installation ends with error 1603? Did you run the ESET Uninstall tool in safe mode? If so, please provide logs collected with ESET Log Collector. Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 10, 2022 Author Share Posted June 10, 2022 hello again. this is eset log i will attach. eis_logs.zip Link to comment Share on other sites More sharing options...
Administrators Marcos 5,069 Posted June 10, 2022 Administrators Share Posted June 10, 2022 Did you really run the ESET Uninstall tool in safe mode? In the last install log I still see: ESET: Detected broken previous installation ESET: Failed to fix MSI registry. Should the problem persist, I'd recommend opening a support ticket since a Procmon log from installation will be needed for perusal. Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 11, 2022 Author Share Posted June 11, 2022 HI ADMINISTRATOR. can you explain more about this. i can't understand what should i do exactly? Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 11, 2022 Author Share Posted June 11, 2022 and i did uninstallation in safe mode. Link to comment Share on other sites More sharing options...
Administrators Marcos 5,069 Posted June 11, 2022 Administrators Share Posted June 11, 2022 I would recommend opening a support ticket, especially if you're unable to create a Procmon log during installation. Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 11, 2022 Author Share Posted June 11, 2022 i did. Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 11, 2022 Author Share Posted June 11, 2022 this is error message. Link to comment Share on other sites More sharing options...
zahra dehghani 1 Posted June 11, 2022 Author Share Posted June 11, 2022 i don't know how create support topic Link to comment Share on other sites More sharing options...
Most Valued Members peteyt 393 Posted June 12, 2022 Most Valued Members Share Posted June 12, 2022 On 6/11/2022 at 8:41 AM, zahra dehghani said: and i did uninstallation in safe mode. Did you just uninstal the product in safe mode or did you use the eset uninstaller tool Marcos gave above. Uninstalling via the normal windows method sometimes can leave traces while using the uninstall special tool is designed to remove all traces https://support.eset.com/en/kb2289-uninstall-eset-manually-using-the-eset-uninstaller-tool Link to comment Share on other sites More sharing options...
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