Microbe 5 Posted December 27, 2023 Share Posted December 27, 2023 (edited) Hi All, Anyone who experienced the same error that we encountered from one of our clients. See below the steps that we take during the remote session: 1. Remote onto his device that encountered the error ' Activation failed - We could not reach the activation server ' - on the ESET Endpoint installed to that machine. We've tried to activate the licence using their licence key, but the problem still exists. 2. We've tried to run a cmd command type this : netsh winsock reset then hit enter, restart the PC and try to activate the licence, but still, Problem exist 3. We've tried to re-install the Endpoint from ESET Endpoint Antivirus v10 to Stand Alone ESET Endpoint Antivirus version 11, but problem still exist 4. We've tried to run a cmd type : ping.eset.com - but there's no blockings NOTE: They don't have any proxy We also use All in one installer ESET Endpoint product +ESET Management Agent) and standalone installer but still, problems exist I already submitted the logs from ESET AU and ESET AU i beleive already sent the logs to ESET HQ. Hopefully, you can help us resolve this case.Thank you!! For your reference, see the attached file. and see the below error that we encountered during the remote session. Edited December 27, 2023 by Microbe Add details Quote Link to comment Share on other sites More sharing options...
Administrators Marcos 5,088 Posted December 27, 2023 Administrators Share Posted December 27, 2023 Please carry on as follows: Enable advanced logging under Help and support -> Technical support Reproduce the issue Stop logging Collect logs with ESET Log Collector and upload the generated archive here (only the ESET staff can access attachments). If the archive is too big to upload here, upload it to a file sharing service and drop me a private message with a download link. Quote Link to comment Share on other sites More sharing options...
Microbe 5 Posted January 19 Author Share Posted January 19 Hi ESET Team, I remoted onto his computer again; see the attached file: Cheers, Gil Castro eea_logs.zip Quote Link to comment Share on other sites More sharing options...
Administrators Marcos 5,088 Posted January 19 Administrators Share Posted January 19 Please generate and provide a Wireshark pcap log from an activation attempt. Most likely a firewall or proxy is preventing ESET from reaching the activation servers. Quote Link to comment Share on other sites More sharing options...
Microbe 5 Posted January 31 Author Share Posted January 31 See the attached file for your reference. Thank you! Cheers, Gil EPL WIRESHARK.zip Quote Link to comment Share on other sites More sharing options...
Administrators Marcos 5,088 Posted February 1 Administrators Share Posted February 1 Could it be that SSL/TLS communication is scanned in your network? Is communication with ESET's servers allowed on a firewall or proxy according to https://support.eset.com/en/kb332? Quote Link to comment Share on other sites More sharing options...
Microbe 5 Posted February 2 Author Share Posted February 2 Hi ESET Team, I will inform our client about this. When we were doing the remote session, he said ESET ports and addresses were allowed on their third-party firewall. Note : When we tried to use offline licence, it worked, so that's why i told him before try to double check if the ESET ports and address were allowed to their 3rd party firewall. but he keep on saying that on the other machine, which is ESET, it is working properly ( he checked on the set-up, like gateway; they said that they have the same set-up on affected device) Cheers, Gil Quote Link to comment Share on other sites More sharing options...
Microbe 5 Posted February 2 Author Share Posted February 2 (edited) Hi ESET Team, See the below reply of our client : I’ve added all the IP’s into the exception list on router and no change. Like I said before, there is another PC on the same network which we are using as the proxy which has no issues at all connecting to the eset servers. Can you help what should be the next steps? Cheers, Gil Castro Edited February 2 by Microbe Add details Quote Link to comment Share on other sites More sharing options...
Administrators Marcos 5,088 Posted February 2 Administrators Share Posted February 2 Does it work if they connect directly and not through the proxy? Quote Link to comment Share on other sites More sharing options...
Microbe 5 Posted February 20 Author Share Posted February 20 I will forward the above information. to our client I will let you know, once i got the respnse to them Cheers, Gilben Castro Quote Link to comment Share on other sites More sharing options...
Solution Microbe 5 Posted February 27 Author Solution Share Posted February 27 Problem has been resolved. I Knew it there will be a problem on their gateway and firewall that needs to fixed. Cheers, Gil Quote Link to comment Share on other sites More sharing options...
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