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Undocumented serious error (0x4002)


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I recently updated my computer's operating system from Windows 7 to Windows 10. I'm now facing problems when trying to update my ESET Internet Security and always get an error message  "ESET internet security Module update failed undocumented serious error (0x4002)."

 

The current version of the software is 11.1.42.0 and the latest available version is 12.2.31.0. The update runs for some time and ends with the error message mentioned above. I had cleared the cache by clicking F5 key, but that does not seem to help. My license is valid till July 2023. Any help would be highly appreciated.

eset_update_problem_u.txt

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Hello Marcos, thanks a lot for your reply. I apologize for the delay in replying back but my mother is seriously ill, is bedridden, and has multiple bed-sores. I spend most of my time attending to her. I did download the latest version of ESET Internet Security and tried to install it but received an error "installed on too many devices."

 

I'd like to point out that I purchased ESET Internet Security "2 devices 2 years" from Amazon on 25 Jun 2021 and installed it on two PCs (operating system Windows 7) and activated the license (ending in xxV6) on 21 July 2021. Therefore the license should be valid till 20 July 2023.

 

The motherboard of one of my PC crashed on March 10 2022 and I had to replace it with a new one and had to reinstall ESET Internet Security again using the provided license key. For quite some time I have been noticing that ESET displays an error message that it no longer supports Windows 7. Since I have an old hard disk drive I decided to install an additional SSD drive and installed Windows 10 on it and, reinstalled ESET on it, and typed in the serial number, only to get the error message (installed on too many devices. I believe that your system is detecting these two instances (of changing the motherboard and adding a SSD) as "installation on additional devices."

 

The strange part is that if I unplug the SSD (with Windows 10 installed) from the motherboard and launch my PC using the old drive (Windows 7), your product runs smoothly. If required, I can provide the screenshot of the same or even allow you to access my computer using a remote controlling software such as "Anydesk" so that you can confirm that my license is valid.

 

Later on, I removed all traces of ESET Internet Security from my PC (including all traces from the registry). However, one file still remains on the drive and I am unable to remove it even after trying different methods. Please advise how I can remove the file. Also, please restore my license so that I can use it to activate the new version of ESET Internet Security using my original license. Hoping to get a positive response from you. Thanks a lot in advance.

 

Warm Regards,

 

Parsi

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Hi Marcos, thanks a lot for your prompt reply. I'll download the "ESET uninstall tool" in a few minutes, run it in safe mode. Once uninstalled, I'll install ESET as suggested. However, what about my license key? I'll be waiting for your reply. I'm also including a couple of images for diagnostic purposes. You can see that the "uninstall option" is faded in one of them. Thanks once again.

 

Warm Regards,

 

Parsi

IMG_20230201_131924_1.jpg

IMG_20230201_133049_1.jpg

IMG_20230201_141340.jpg

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Since ESET cannot be uninstalled via the Control panel due to the fatal error, you'll need to resort to using the ESET Uninstall tool in safe mode. That way you can remove ESET if the standard uninstallation fails for whatever reason.

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I've downloaded the tool and will use it after taking lunch (I'm in India +5.30 GMT)

 

Warm Regards,

 

Parsi

Edited by Parsi
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3 hours ago, Parsi said:

Hello Marcos, thanks a lot for your reply. I apologize for the delay in replying back but my mother is seriously ill, is bedridden, and has multiple bed-sores. I spend most of my time attending to her. I did download the latest version of ESET Internet Security and tried to install it but received an error "installed on too many devices."

 

I'd like to point out that I purchased ESET Internet Security "2 devices 2 years" from Amazon on 25 Jun 2021 and installed it on two PCs (operating system Windows 7) and activated the license (ending in xxV6) on 21 July 2021. Therefore the license should be valid till 20 July 2023.

 

The motherboard of one of my PC crashed on March 10 2022 and I had to replace it with a new one and had to reinstall ESET Internet Security again using the provided license key. For quite some time I have been noticing that ESET displays an error message that it no longer supports Windows 7. Since I have an old hard disk drive I decided to install an additional SSD drive and installed Windows 10 on it and, reinstalled ESET on it, and typed in the serial number, only to get the error message (installed on too many devices. I believe that your system is detecting these two instances (of changing the motherboard and adding a SSD) as "installation on additional devices."

 

The strange part is that if I unplug the SSD (with Windows 10 installed) from the motherboard and launch my PC using the old drive (Windows 7), your product runs smoothly. If required, I can provide the screenshot of the same or even allow you to access my computer using a remote controlling software such as "Anydesk" so that you can confirm that my license is valid.

 

Later on, I removed all traces of ESET Internet Security from my PC (including all traces from the registry). However, one file still remains on the drive and I am unable to remove it even after trying different methods. Please advise how I can remove the file. Also, please restore my license so that I can use it to activate the new version of ESET Internet Security using my original license. Hoping to get a positive response from you. Thanks a lot in advance.

 

Warm Regards,

 

Parsi

Can you also confirm how many installations of eset you have.

If Eset is installed on 1 computer but on a different harddrive or partition each instal is basically classed as 1 license. This would explain the issue why it works on your other hard drive.

If after doing a full uninstall in safe mode you still have issues you can login or register to Eset Home via https://home.eset.com/ and basically remove computers from the license to free it up.

The only issue is this may not be possible if your email is not registered as you mentioned buying through Amazon rather than an Eset distributor

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