Failed to add license using ESET account credentials

[eornate 4]

Hi everyone,

Today i has the issue with add license using ESET account credentials :

The log trace : 

2024-09-04 03:55:25 Error: LicenseModule [Thread 7cc]: AddPoolBySecurityAdmin: Failed to add pool by account [Login=xxxxx@gmail.com]. Error: CEcpCommunicatorV2: ECPLinkSeatPoolRequest request failed, error=0x2051d3e8.
2024-09-04 03:55:25 Error: LicenseModule [Thread 7cc]: CEcpCommunicatorV2: ECPLinkSeatPoolRequest request failed, error=0x2051d3e8.
2024-09-04 03:55:25 Error: ConsoleApiModule [Thread 55c]: 1 Error while processing  AddPoolBySecurityAdmin request: CEcpCommunicatorV2: ECPLinkSeatPoolRequest request failed, error=0x2051d3e8.

I can access the portal protecthub.eset.com on this server.
 I using eset protect server latest version

 

Please advise.

 

 

[Marcos 5,243]

Please provide trace.log as well as your public license ID in the form of XXX-XXX-XXX.

[eornate 4]

1 hour ago, Marcos said:

Please provide trace.log as well as your public license ID in the form of XXX-XXX-XXX.

Hi @Marcos,

Here you are.

trace.log

[Marcos 5,243]

A server connection error is logged (error=20002 connection failure). It appears that you use a proxy server for communication, I would check the proxy server logs and pcap logs both the server and the proxy to make sure they communicate alright. Please raise a support ticket for further assistance with troubleshooting.