ESET Inspect License check failed randomly

[IgorB 0]

I have ESET Protect and Inspect configured on almost 300 pc/server.

When installing a new PC, using same install package, random PC appear in ESET consolle with Inspect not active: "Product not activated".

I tried different solutions, moving, reinstalling, activating with no success.

In the log I find this:

Info: EndpointClient::send. Request: <?xml version="1.0" encoding="utf-8"?><ESET><MESSAGE VERSION="1"><REQUEST PLUGIN="1000004" EICMDID="c" VALUE="00"></REQUEST></MESSAGE></ESET>. Reply: <?xml version="1.0" encoding="utf-8"?><ESET STATUS="5529" />

016d8 Error: License check failed. License no longer active. Request to ESET Endpoint Security/Antivirus failed. Error PERSEUS_E_EI_NO_LICENSE (21801)

 

This should not be the case (we still have free licenses in our package), but Inspect refuses to activate.

Other working PC has the same control (same network, same firewall) that is successful:

Info: EndpointClient::send. Request: <?xml version="1.0" encoding="utf-8"?><ESET><MESSAGE VERSION="1"><REQUEST PLUGIN="1000004" EICMDID="c" VALUE="00"></REQUEST></MESSAGE></ESET>. Reply: <?xml version="1.0" encoding="utf-8"?><ESET STATUS="0"> <LICENSE STATUS="0" DAYS="2C5" SEATID="[CUT]" /></ESET>

Info: LicenseStateManager: received license information status: 0, remainingDays: 709, expirationDate: 1780099199, flags: 2, publicId: XXXXXXXXX, seatId: XXXXXXX, seatName: xxx.domain.priv, type: FULL_PAID
 

 

[Marcos 5,733]

Please raise a support ticket for help with further troubleshooting of the issue.

[IgorB 0]

Support solved the problem, thanks. 

[j-gray 52]

@IgorB I'm experiencing the same issue randomly. Can you share what the fix was for your environment?

[Marcos 5,733]

8 hours ago, j-gray said:

@IgorB I'm experiencing the same issue randomly. Can you share what the fix was for your environment?

Do you use the latest Endpoint 11.1.2039 or at least 11.0.2044?

[j-gray 52]

On 8/23/2024 at 1:44 AM, Marcos said:

Do you use the latest Endpoint 11.1.2039 or at least 11.0.2044?

Yes, the majority are 11.1.2039. A few are 11.0.2044, no versions older than that.

[Wewel 0]

We're also experiencing the same issues, would love to know the fix, we have a pending ticket

[Marcos 5,733]

1 hour ago, Wewel said:

We're also experiencing the same issues, would love to know the fix, we have a pending ticket

I was unable to find any support ticket associated with your forum email address. It's possible that the partner in South Africa uses their own support ticketing system. Please contact them for update. It would be useful to know the ID of the ticket they opened with ESET HQ so that I could check for possible updates on our side.

[Wewel 0]

Hey @Marcos, here is the ticket number  [## 438797 ##] ESET INSPECT Connector. We had a call with them yesterday to try to resolve the issue.

I think they are going to escilate the issue to ESET HQ.

[j-gray 52]

@Wewel Are your issues specific to Windows PCs, or macOS? If the latter, the activation problem is a known issue. We've been facing it for 2+ years, if you can believe it.

[Wewel 0]

@j-gray, Mac OS 15 only, everything else works perfectly fine.

 

[j-gray 52]

Interesting. At least in our case it impacts all versions of macOS, basically since we moved to the v7 client and still on the v8 client.

Feel free to reference our case, #00444283. It may not be exactly the same issue, but in our case, the license check times out for whatever yet to be determined reason. Once it times out, it is never able to activate unless or until the device reboots (or the ESET service restarts).

We're still waiting for a fix, but in the interim, I've created a dynamic group for those that become inactivated. I have a have task to restart the ESET services when they join the group. That gets the clients working again until the next time they timeout.

[Lockbits 13]

9 hours ago, j-gray said:

Interesting. At least in our case it impacts all versions of macOS, basically since we moved to the v7 client and still on the v8 client.

Feel free to reference our case, #00444283. It may not be exactly the same issue, but in our case, the license check times out for whatever yet to be determined reason. Once it times out, it is never able to activate unless or until the device reboots (or the ESET service restarts).

We're still waiting for a fix, but in the interim, I've created a dynamic group for those that become inactivated. I have a have task to restart the ESET services when they join the group. That gets the clients working again until the next time they timeout.

Hi j-gray,

What command do you use to restart daemon using EP?

My MBP is affected by this problem. 

[j-gray 52]

13 hours ago, Lockbits said:

My MBP is affected by this problem. 

If you can, please raise a support case and reference case #00444283. Dev's seem to be under the impression this is an isolated issue so aren't prioritizing it.

To stop and restart services I created a task to execute the following:

launchctl bootout system /Library/LaunchDaemons/com.eset.protection.plist
sleep 10s
launchctl bootstrap system /Library/LaunchDaemons/com.eset.protection.plist