kelepe 2 Posted December 4, 2023 Share Posted December 4, 2023 Hello, we have problem with offline license and EFDE product. EFDE version is 1.4.52.0. Previous version had problem with offline licensing (based on costumer support), we were advised to upgrade to version 1.4.52.0. We can activate product with offline license, but after 30 minutes or so, we have notification that product is not activated. We use tasks to reactivate product, but this is not expected behavior. Please see log. This environment is completely offline. efde_ais_2023-12-04.log Link to comment Share on other sites More sharing options...
ESET Staff Kstainton 32 Posted December 4, 2023 ESET Staff Share Posted December 4, 2023 Hi @kelepe, Would you be able to submit a support ticket with the following logs please: https://support.eset.com/en/kb7123-eset-encryption-diagnostics-tool via https://www.eset.com/int/support/contact/ As we would be interested to see all of the logs and the licenses files etc. Just to get a full picture of the issue. Thank you. Link to comment Share on other sites More sharing options...
kelepe 2 Posted December 4, 2023 Author Share Posted December 4, 2023 Thank you Kstainton. Case support number: #00676189. Last week we had problem to active EFDE older version (1.3.4.39) with offline lic at all (case number 00674170) where we was advised to use newer version, with newer version we have described issue. Thank you . Link to comment Share on other sites More sharing options...
ESET Staff Kstainton 32 Posted December 4, 2023 ESET Staff Share Posted December 4, 2023 (edited) Hi @kelepe, Thank you, I took a look at case #00676189 and it seems as though the following error is being returned: [2023-12-04 00:40:12.509] [licence] [error] [3980] Server Returned : Licence Not Found It seems as if the EFDE Client is attempting to verify the Offline License via the Server and it unable to find it. Can you verify the correct Offline License File that you are using still exists against your license within your ESET Business Account? Thank you. Edited December 4, 2023 by Kstainton Link to comment Share on other sites More sharing options...
kelepe 2 Posted December 4, 2023 Author Share Posted December 4, 2023 Hi Kstainton, when you follow log, 5 lines later there is Activation task by agent, and success activation with license... And after 30 minutes this state" [2023-12-04 00:40:12.469] [licence] [info] [3980] Offline licence is still not activated online so will attempt to activate it Then Activation task again. And this is going in the endless loop... Link to comment Share on other sites More sharing options...
ESET Staff Kstainton 32 Posted December 4, 2023 ESET Staff Share Posted December 4, 2023 (edited) Hi @kelepe, So the 'Activation Task' is not manually being sent? As I understand it, EFDE checked the validity of an Offline License online every 30 minutes, if it is not valid it will be unlicensed. However, if a 'Activation Task' with an Offline License File is sent it will be 'Activated' until it can verify this online, hence I just wished to check the Offline License File still exists in the ESET Business Account. I am currently attempting to test/replicate this on a Virtual Machine with no luck as of yet. Thank you. Edited December 4, 2023 by Kstainton Link to comment Share on other sites More sharing options...
kelepe 2 Posted December 4, 2023 Author Share Posted December 4, 2023 Hi Kstainton, you are right. We use automatic activation task for product that has problem with activation, for instance during installation task. We have dynamic group based on Security product and Activation problem (not activated). On this group we have task to activate this product. In my case, product is activated with offline lic, I can find it in ProgramData/eset/EFDE/AIS/License folder. In the log I can see the strange behaviour - Offline licence is still not activated online.... License file is downloaded from our EBA account. How offline file can be verified online in offline environment, that is purpose of the offline file not??? Thank you, for replicate problem. Link to comment Share on other sites More sharing options...
ESET Staff Kstainton 32 Posted December 4, 2023 ESET Staff Share Posted December 4, 2023 (edited) Hi @kelepe, I have just spoken to the Development Team and they have replicated an issue which seems awfully similar to yours. I will request the ticket you have submitted to be escalated to our team. Just to check this issue only happens when we use an installer with an offline license and not when we use a task to activate EFDE with an offline license, does this issue happen if you manually send a task to activate it with an offline license? Thank you. Edited December 4, 2023 by Kstainton Link to comment Share on other sites More sharing options...
kelepe 2 Posted December 5, 2023 Author Share Posted December 5, 2023 Hi Kstainton, Just to clarify, we used installer task with offline license, after 30 minutes EFDE becomes "not activated". We trigger activation task, which activate product. Then again in 30 minutes EFDE becomes "not activated", even .lf file is missing in the programdata dir for EFDE. THen another loop - Activated - Deactivated - Activation Task - Activated - Deactivated .... ano so on. I can try to uninstall EFDE, and install it without offline license, and then use activation task... I will let you know result.... Thank you. Link to comment Share on other sites More sharing options...
ESET Staff Kstainton 32 Posted December 5, 2023 ESET Staff Share Posted December 5, 2023 Thank you @kelepe, would be interesting to get all the info we can, but we have definitely found an issue with this that we are investigating based on your report. Link to comment Share on other sites More sharing options...
kelepe 2 Posted December 5, 2023 Author Share Posted December 5, 2023 Quick update, same situation in terms of EFDE reinstallation using Software install task without assigned offline license. We still have 30 minutes. We will wait for software update. Kstainton 1 Link to comment Share on other sites More sharing options...
kelepe 2 Posted December 5, 2023 Author Share Posted December 5, 2023 Another quick update on EFDE v1.4.52.0. Maybe it is just coincidence on our environment, but EFDE does not react on encryption policies (e.q start decryption, stop encryption) via ESET PROTECT On-prem. As a workaround we have to Repair installation and policy is updated. This is just remark for devel. team for EFDE software update. Link to comment Share on other sites More sharing options...
ESET Staff Kstainton 32 Posted December 5, 2023 ESET Staff Share Posted December 5, 2023 I would be interested to see the following log https://www.eset.com/uk/support/log-collector/ if you encounter that again as I could not tell you if that is an ESET Management Agent issue or EFDE issue I am afraid. Link to comment Share on other sites More sharing options...
kelepe 2 Posted December 6, 2023 Author Share Posted December 6, 2023 Kstainton, I do understand to see log for better picture. But I will wait for software update, and then recheck everything. For now we use Eset FDE 1.3.4.39. Link to comment Share on other sites More sharing options...
ESET Staff Kstainton 32 Posted December 6, 2023 ESET Staff Share Posted December 6, 2023 Understandable @kelepe not a problem at all. Link to comment Share on other sites More sharing options...
kelepe 2 Posted March 1 Author Share Posted March 1 Quick update, EFDE 1.4.58.0 has same issues 😞 Link to comment Share on other sites More sharing options...
ESET Staff Kstainton 32 Posted March 1 ESET Staff Share Posted March 1 (edited) Hi @kelepe, Frustrating, sorry about that. May I ask you to do the following for me please: We need to up the logging to debug level and then acquire some logs for me so I can see if the Agent is communicating the Offline 'Activation' task and if it is erroring on the EFDE Client with higher debugging. To do this access the following path in the Registry: HKEY_LOCAL_MACHINE\SOFTWARE\ESET\ESET Full Disk Encryption\CurrentVersion\AIS\Logs\Loggers Change 'License' from "info" to "debug" Re-attempt the 'Activation' task using your Offline License and leave it time to process (EP Console should update if you it is sent or failed) and then acquire these logs: https://www.eset.com/int/support/log-collector/ Once you have these logs, can you submit a support case via the following: https://www.eset.com/int/support/contact/ as it seems this will need more attention by the Developers that I cannot provide over the forum I am afraid. Thank you, and sorry again. Edited March 1 by Kstainton Link to comment Share on other sites More sharing options...
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