More licences consumed than devices listed

[Andres96 1]

Hi,

Im having a problem with ESET Endpoint Antivirus licences, since were consuming 87, but we only have 83 endpoints in ESET PROTECT.

How can i get my licences back?

Thanks!

[Marcos 5,074]

Please raise a support ticket to find out what caused the overuse and how to fix it.

[MartinK 378]

On 3/13/2024 at 1:49 PM, Andres96 said:

Hi,

Im having a problem with ESET Endpoint Antivirus licences, since were consuming 87, but we only have 83 endpoints in ESET PROTECT.

How can i get my licences back?

Thanks!

For better understanding: number of consumed licenses is represents number of all products using this license, regardless of whether this device is managed by the console as of now. So this kind of inconsistency migh happen in case:

• Device was removed from the console without being deactivated prior. Solution:
  • In case device no longer exists: wait ~30 days or manually deactivate device from EBA/EMA portals where full list of devices, with basic identifiers can be found so that you can identify those devices easily
  • In case device still exists, but it is no longer expected to be managed: deactivate using EBA/EMA2 portals
• Device was cloned - it might happen that when device is cloned or created from master image, license might be considered as used. In this case follow steps as if device no longer exists

So in short, I would recommend to check EBA/EMA portals for start, and check which devices are actually licensed + whether they are still actively using license. Might be some forgotten devices, or just some devices no longer managed and present in the console...