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Resolve ACT or ECP errors during activation - Kennisbank / Endpoint Solutions / ESET Endpoint Security - ESET Tech Center

Resolve ACT or ECP errors during activation

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Troubleshooting Activation errors

  1. check the Internet connection, whether you can access website https://edf.eset.com/edf (if not, check firewall, proxy configuration)
  2. make sure there is no SSL scanning on the proxy/firewall that changes the certificate (bypass our addresses in proxy/firewall: https://support.eset.com/kb332/)
  3. check if your activation error is listed in the Common Activation error codes list
  4. run Activation troubleshooter with parameter /fix and check created log file
  5. logs


Common Activation error codes

Error codeIssue Description and Troubleshooting
ACT.0If you receive one of these activation errors with your ESET business product, create a support ticket 
ACT.1
Activation was successful but something went wrong. Determine whether you have the latest version of your ESET product.
ACT.17

Activation Failed - Canceled license

  • If you have renewed/enlarged/upgraded your product recently verify you are activating using the most recent License Key supplied by ESET after purchase considering the previous credentials could be changed.
  • Your license credentials could have been reset to avoid overuse due to leaking practices. Check the email account registered during purchase and look for any communication on behalf of ESET regarding this scenario. You can recover the new License Key through our Lost license form.
ACT.18
It is required to verify the activation with the parent (previous) license which is already not renewable or expired.
ACT.20
This license is not valid in the selected country. Your license needs to be activated in the country where it was purchased. Alternatively, contact your local ESET partner to update your license and help you activate your ESET product.
ACT.21This error typically occurs after upgrading your ESET product. To resolve this, restart your computer and then attempt to activate it again. We recommend using your License Key to activate when possible. Activate ESET business products using ESET Security Management Center (7.x)
ACT.23
Activation failed, no usable unit distributions found. Your ESET business account does not contain any unit distributions suitable for activating this product. 
ACT.24

Your ESET product is having trouble connecting the ESET GEO IP server.

Verify that your network has rules allowing access to the ESET GEO IP servers.

ACT.25You may receive the ACT.25 error if you used your license previously with an ESET Beta product. To resolve this issue,  create a support ticket 
ACT.32
ACT.34

Activation failed - An error occurred during activation

Your license key is not valid in the country you selected during installation. Select the proper country or contact your license distributor.

ACT.39

Your license is overused. Possible solutions are:

To identify and report a pirated ESET license, visit our Knowledgebase article for instructions.

When the license is no longer overused, attempt to activate again.

ACT.4This error may be caused by a failed upgrade or corrupted installation. Verify there is no other antivirus/security software installed on your system in conflict with your ESET product.
ACT.46

Your license is expired and can be renewed.

If you are receiving this error when your ESET product is new and you have not already activated it,  create a support ticket 

ACT.5

Activation failed/Invalid License Key

Type or copy/paste the License Key into your ESET product as it is written.

If you receive the error message "Activation failed", then the Activation key you are using has already been activated or you entered an incorrect License Key. When the key was activated, an email was sent out to the registered email containing an ESET-issued Username, Password, and License Key.

Depending on the version of your product, you will need to enter one or more of these credentials into your ESET product to activate it.

ACT.6Your license is expired and non-renewable, the product has to be activated using a different license. This error typically occurs when you try to activate a product using an expired trial license.
ACT.7

Activation failed

Verify you downloaded the correct ESET product for the license you purchased. To download a different product, visit the download page.

ACT.8

Entered invalid username/password for access to ESET License Manager.

If you are a license owner and cannot log in,  create a support ticket 

ECP.4097

Undefined error

This error can occur when the system time on your machine is set incorrectly. Set your system clock properly to resolve this error.

If you are still unable to resolve your issue,  create a support ticket 

ECP.4098

Your ESET product is having trouble connecting with ESET servers.

Verify your computer has an active internet connection by going to www.eset.com.

If you are still unable to resolve your issue,  create a support ticket 

ECP.4099

We could not reach the activation server

This is a known issue with Windows operating systems that prevents activating your ESET product in some circumstances.

ESET Endpoint Antivirus/Security users (and all Windows XP users)

If you still cannot activate your ESET product, create a support ticket  and receive specific tools and instructions on how to resolve the issue and activate your ESET product. 

ECP.4100

Internal error

If you are still unable to resolve your issue,  create a support ticket 

ECP.4115

Invalid credentials

You are trying to activate an ESET security product with ESET Business Account or ESET License Administrator Security Admin login credentials, however, the username or password is wrong.

ECP.4116

This license is not valid in the selected country. Your license needs to be activated in the country where it was purchased

Alternatively, contact your local ESET partner to update your license and help to activate your ESET product:

Activation server or internet connection issues

Error codeIssue Description and Troubleshooting
ECP.20002

We could not reach the activation server

This error is commonly caused by the following reasons:

  1. Your computer is not properly connected to your network and your internet connection is not active.
  2. A conflict with third-party security software, such as Lavasoft Web Companion. To resolve the error, uninstall Lavasoft Web Companion and run a winsock reset.

Check if you have an active internet connection

Your ESET product is having trouble connecting with ESET servers. Verify that your computer has an active internet connection by going to https://www.eset.com.

Remove Lavasoft Web Companion

NOTE: In the Add/Remove programs window, Lavasoft may be displayed as "Web Companion" only.

With Lavasoft removed, follow the steps below:

  1. Open an administrative Command Prompt. Right-click the Command Prompt icon and select Run as administrator
  2. Type the command netsh winsock reset and press Enter.
  3. Restart your computer.
  4. Delete the following files:
    C:\Windows\system32\LavasoftTcpService64.dll
    C:\Windows\system32\SysWOW64\LavasosftTCPService.dll (64-bit systems only)

In normal circumstances, you should be able to activate your ESET product. If not, that means your computer has a network/DNS/Internet issue or 3rd party security software leftovers in your computer block attempts to perform the activation. If you are still unable to resolve your issue,  create a support ticket 

ECP.20006

Connection to the activation servers has been blocked/interrupted. Check for a firewall presence on your network.

ECP.20016Proxy server settings have an invalid username and password to connect to the proxy.
ECP.20031Certificate validation fails.

Refer to Certificate validation fails when installing my ESET product.

ECP.20032The ESET servers are busy. Wait the specified amount of time in the error message and then try to activate again. If you are still unable to resolve your issue,  create a support ticket 


Creating a support ticket

Before creating a support ticket it is important to collect the relevant logs, please follow the steps detailed below.

Required logs

Submitting a ticket

Once you have collected all the relevant information and logs, please submit a ticket by using the new ticket form

Reactie toevoegen

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