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OS X upgrade to v7 causes Product not Activated for EEI connector


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This happened last time I tested v7 on an OS X client. v7 was an earlier release and the EEI connector was an earlier version, as well.

I just ran an OS X AV upgrade from v6 to v7 with EEI connector 1.7.1991.0. The AV upgrade completes successfully, but the EEI connector goes into a 'not activated' state.

I can run an activation task, it completes successfully, but EEI connector still shows not activated even after several reboots.

Is this a known issue? 

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@Marcos I will try. I haven't had much luck with Level 1 support in the past.

I'm also finding the same issue on Windows Servers now, too.

The upgrade from 1.7.1991 to 1.8.2211.0 is successful, but then the license check immediately fails, causing the product to become deactivated. I see the following in the EIConnector logs:

02fd4 Error: Failed to enable additional hashes or clean metadata cache in endpoint. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_DISABLED_IN_CONFIG_ENGINE (21803)

followed by

2022-10-26 15:31:39 0276c Error: License check failed. Try 1 out of 5. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)
2022-10-26 15:31:39 0276c Error: License check failed. Try 2 out of 5. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)
2022-10-26 15:32:39 0276c Error: License check failed. Try 3 out of 5. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)
2022-10-26 15:32:39 0298c Error: Failure to obtain banned hashes version. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)
2022-10-26 15:32:39 0298c Error: Error while sending control request to server at "xxx.x.xx.x:8093". banHashes: Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)
2022-10-26 15:33:10 0298c Error: Failure to obtain banned hashes version. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)

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  • Administrators

How did you activate EI on endpoints? While I don't assume you did it wrong since you've been using EEI for some time already, make sure that:
1, The EEI license be added to you EBA account first
2, The EBA account is added to the ESET PROTECT license manager.
3, A correct license is selected in the product activation task.

Should the problem persist, enable advanced licensing logging prior to an activation attempt as follows

sudo /Applications/ESET\ Endpoint\ Antivirus.app/Contents/MacOS/esets_daemon --ecp
or
sudo /Applications/ESET\ Endpoint\ Security.app/Contents/MacOS/esets_daemon --ecp
depending on whether you have "Antivirus" or "Security"

Start esets daemon :
sudo launchctl start com.eset.esets_daemon

The logs will be created here, please provide them:
/Library/Application\ Support/ESET/esets/cache/data/ecp

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Thanks, @Marcos

I'm using the same install task as I've used for the past several upgrades, and it's using the same license as it's used for all previous upgrades. The install task when created automatically chooses the correct license file.

So if the product is activated, an upgrade to the product using the same license will require a re-activation?

I'll work on collecting the logs.

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9 hours ago, Marcos said:

Should the problem persist, enable advanced licensing logging prior to an activation attempt as follows

sudo /Applications/ESET\ Endpoint\ Antivirus.app/Contents/MacOS/esets_daemon --ecp

The esets_daemon file does not exist in this directory, so throws a "command not found" error.

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Support Case #00444283

For the record, we've determined that the activation failure occurs on:

  1. Windows Servers running Server Security when upgrading EI Connector to v.1.8.2211.0
    • Subsequent activation tasks fail
    • Uninstall/reinstall or repair of EI Connector fixes the issue
  2. OS X workstations running Endpoint Antivirus v7
    • Upgrade to v7 breaks activation for v.1.8.2211.0 as well as previous version 1.7.1991.0
    • Subsequent activation tasks fail
    • Uninstall/reinstall does not resolve the issue.

Have not had any follow up from support yet.

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  • 2 weeks later...

No updates since 10/28. Sent several emails to support on 10/31 and 10/04 and no reply.

It would be great if we could get a status update. Even better if we could get this working on servers and Mac clients.

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  • 2 weeks later...

@j-gray

Just reported it too, both to support and here on forum. 
I opened a similar ticket about it back in March, Peter replied there about PERSEUS error (different error code though) related to v7 having no licensing option available. 

A;sp activation issue should be resolved on version 1.9. waiting to know when that would happen. 

Just noticed you were there too :o 

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@avielc Thanks for the update --I haven't heard back from support after providing more logs on 11/21.

Unfortunately, OS X doesn't seem to get much attention. We've had a case (00291733) opened almost a year now where the licensing issue was recognized as a bug.

On the plus side, we have lots of free licenses!

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lol Lots of license free, I haven't thought about it until now.
Just heard back from the local support (they were kind enough to provide the following mysterious update) 
There is an ETA for EEI 1.9 to be releast on 2023 Q1. So basically by May 2023 we might have a solution. 

you probably weren't aware of the mega post that was published here on Ubuntu 22.04.
It's not just OS X that doesn't receive much attention. 
Thankfully Microsoft\Windows didn't do major changes in their OS to cause a break with ESET (That's kinda bad, or good? Security-wise)

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2 hours ago, avielc said:

Thankfully Microsoft\Windows didn't do major changes in their OS to cause a break with ESET (That's kinda bad, or good? Security-wise)

But ESET apparently changed something. I have another support ticket in for in-place EEI Connector upgrades on Windows servers. They are unable to activate the connector license after the upgrade. So far, the only solution is to uninstall/reinstall the connector.

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At the very least you are able to reinstall it using  clean uninstall. 

but what you're saying is annoying and disturbing from customer's point of view. 
I hope they will release EEI sooner than later.

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  • 3 weeks later...

Just wanted to update this with my findings. In-place Windows server upgrades of the EI Connecter were completing successfully but failing to activate afterwards. Uninstall, reboot and reinstall would resolve the issue.

I also just found that the in-place upgrades will complete successfully if the license is not configured in the install task.

I have a support case open and spent considerable time with remote sessions, collecting logs, etc. Support was not able to determine what was causing these upgrades to fail and why the servers would not reflect successful activation.

So in short, specifying a license for a Windows Server EI Connector upgrade task causes the EI connector to report an unactivated status. Subsequent activation tasks fail. Uninstall, reboot, reinstall is required to resolve the issue.

I have no idea why specifying a license would cause this failure. Support does not know, either.

Still no progress on the OS X issues.

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33 minutes ago, j-gray said:

Just wanted to update this with my findings. In-place Windows server upgrades of the EI Connecter were completing successfully but failing to activate afterwards. Uninstall, reboot and reinstall would resolve the issue.

I also just found that the in-place upgrades will complete successfully if the license is not configured in the install task.

I have a support case open and spent considerable time with remote sessions, collecting logs, etc. Support was not able to determine what was causing these upgrades to fail and why the servers would not reflect successful activation.

So in short, specifying a license for a Windows Server EI Connector upgrade task causes the EI connector to report an unactivated status. Subsequent activation tasks fail. Uninstall, reboot, reinstall is required to resolve the issue.

I have no idea why specifying a license would cause this failure. Support does not know, either.

Still no progress on the OS X issues.

Just to make sure I understand right: 
the same process for OS X of uninstalling, rebooting reinstalling doesn't help with the activation. 
but for the Windows Server you wanted to have EI on, installing a regular task with license key fails to activate the product and only after uninstalling rebooting and reinstalling again it'll catch the activation? (the task will remain the same? ) 

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1 minute ago, avielc said:

Just to make sure I understand right: 
the same process for OS X of uninstalling, rebooting reinstalling doesn't help with the activation. 
but for the Windows Server you wanted to have EI on, installing a regular task with license key fails to activate the product and only after uninstalling rebooting and reinstalling again it'll catch the activation? (the task will remain the same? ) 

Specific to OS X and Protect v6:

  • Any EI Connector upgrade task with license specified appears to run for about 30 minutes and eventually reports failed in EP Console even though it completes successfully on the client.
  • EI Connector upgrade without license specified completes successfully within less than 10 minutes.

Specific to OS X and Protect v7:

  • Same behavior as above plus issues below.
  • After EP upgrade from v6 to v7, EI Connector shows not activated, even though it was activated and healthy prior to EP  upgrade.
  • Subsequent activation tasks appear to complete successfully in EP Console, but EP Console still reflects not activated.
  • EI connector uninstall/reboot/reinstall does not resolve not activated status in EP Console.

Specific to Windows Servers

  • In-place upgrade of EI Connector with license specified causes EI Connector to show not activated in EP Console.
  • Subsequent activation tasks complete successfully, but EI Connector still reflects not activated in EP Console.
  • In-place upgrade of EI Connector without license specified completes successfully. EI Connector remains activated.
  • In the case where in-place upgrade causes EI Connector to show not activated, uninstall/reboot/reinstall of EI Connector resolves the activation issue.
    • Uninstall/reinstall of EI Connector without reboot still fails any activation tasks.

I've upgraded the EEI server to each of that last two updates (not listed on the forums here)1.8.2214.0 and 1.8.2218.0 and did not see any change in the above behaviors.

Still haven't seen any info on the 1.9 release.

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Sorry, that was a bit long. In short, EP v6 on OS X has no issues with activation. After upgrade to v7 I cannot get to activate even after uninstall/reboot/reinstall. I haven't tried it, but suspect a clean install of v7 (not upgrade) will succeed.

For Windows server, clean install with license file specified succeeds without errors. Only in-place upgrade with license specified fails to activate afterward. In this case, the only solution I've found is to uninstall connector, reboot and reinstall connector (with or without license file).

Edited by j-gray
spelling correction
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  • 3 weeks later...
  • ESET Moderators

Hello @j-gray,

I'm sorry I had a longer vacation, the EI 1.9 has been released on December 22.
Hopefully it will address the issues mentioned.
If not, let us know for sure so I can check it with the EI support team / devs...

Peter

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  • 2 weeks later...

Hi guys, based on the commented error, I confirm one of the solutions indicated here as well. We recently had a customer with a similar problem (windows server 2016)
Error:
License check failed. Try 1 out of 5. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)

The EI was not showing activated despite having an active license.
Checking thoroughly, this client had a license renewal which still did not show up to date. What was done in this case was to uninstall the ESS and then the EI on that computer, both were reinstalled and by jointly reviewing the installer log it was possible to verify that it was activated without problems and the error did not return. In this particular case, the client had EP v10/ ESS v9 and EI v1.9.

Leo.

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9 hours ago, Leo Gr said:

Hi guys, based on the commented error, I confirm one of the solutions indicated here as well. We recently had a customer with a similar problem (windows server 2016)
Error:
License check failed. Try 1 out of 5. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)

The EI was not showing activated despite having an active license.
Checking thoroughly, this client had a license renewal which still did not show up to date. What was done in this case was to uninstall the ESS and then the EI on that computer, both were reinstalled and by jointly reviewing the installer log it was possible to verify that it was activated without problems and the error did not return. In this particular case, the client had EP v10/ ESS v9 and EI v1.9.

Leo.

It seems that for OS X, licenses are actually current and activated, but reported as Inactivated in EP Console. Therefore, subsequent activation tasks all seem to fail.

In our case with upgrading EI Connector on the Windows servers, the Connector data actually became corrupted as indicated by a 1969 year date in the log files. Uninstall of EI Connector only and reboot resolved the corruption issue.

Engineers discovered this, though unfortunately don't seem interested in determing root cause and/or registering a bug, despite being able to reproduce this consistently. Case #00477123 if anyone is interested in referencing it.

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  • ESET Moderators

Hello @j-gray,

I checked it with the EI support specialist and he mentioned that there are 2 cases with such behavior reported under investigation (EI dev team). The activation logs are showing correct data, so they need to investigate it further.
 

The case #00477123 seems to be regarding memory consumption issues with EI/SQL, not sure if that is related to the above issue.

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@Peter Randziak Sorry about that, too many support cases. It should be #00444283. I'm unable to edit my previous post, however.

In our case, we would see the following logged and EP console would show not activated. Note the 1969-12-31 date:

2022-11-29 00:00:32 00d08 Error: License check failed. License no longer active. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)
2022-11-29 00:00:32 00d08 Info: ESET Inspect integration with Endpoint has been successfully enabled
2022-11-29 00:01:32 00d08 Error: License check failed. Try 1 out of 5. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)
2022-11-29 00:02:32 00d08 Error: License check failed. Try 2 out of 5. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)
2022-11-29 00:03:32 00d08 Error: License check failed. Try 3 out of 5. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)
2022-11-29 00:04:32 00d08 Error: License check failed. Try 4 out of 5. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)
2022-11-29 00:04:45 00be8 Info: Events Statistics, From:, 1969-12-31 17:00:00, To:, 1969-12-31 17:00:00, Duration (s):, 0, Events Per Second:, 0.000, Events:, 0, File:, 0, Registry:, 0, TcpIp:, 0, Http:, 0, Dns:, 0, Process:, 0, Injections:, 0, Dll:, 0, Traffic:, 0, Info:, 0, 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, LoadUnloadDriver:, 0, Batch Size (bytes):, 15
2022-11-29 00:04:50 00938 Info: Events sent successfully to server.ip:8093. Server responded with 200 status code in 0s011ms.
2022-11-29 00:05:32 00d08 Error: License check failed. Try 5 out of 5. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)
2022-11-29 00:06:32 00d08 Error: License check failed. License no longer active. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)
2022-11-29 00:06:32 00d08 Info: ESET Inspect integration with Endpoint has been successfully enabled

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