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Resolve ACT or ECP errors during activation

Issue

  • You receive an error starting with ACT during activation
  • You receive an error starting with ECP during activation
  • You receive error 0015 during activation

Solution

Troubleshooting activation errors

ESET products will display a number of ACT error codes (for example ACT .0, Act .7, ACT .3 or ACT .21, view full list of ACT errors) if activation fails. To resolve these issues follow the steps below:

  1. Remove any previously installed antivirus software using the vendor's approved method. Get tools to remove third-party AV here.

  2. Verify that your internet connection is active by visiting the ESET home page. You must have an activate internet connection before you can download updates.
     
  3. Open the main program window of your Windows ESET product.

  4. Press F5 to open Advanced setup.

  5. Click Update, expand General, click Clear and then click OK. If Clear is greyed out (or otherwise unavailable), restart your computer and then attempt to clear your cache again. If the issue persists, continue to step 6.

Figure 1-1

  1. Right-click the Command Prompt icon and select Run as administrator.
     
  2. Type the command netsh winsock reset and press Enter. Restart your computer and attempt to activate.

Figure 1-2

If you are still unable to resolve your issue after performing these steps, email ESET Technical Support.


 

Activation error messages

If you received this error on an android device view our Android-specific instructions

Error code Issue Description and Troubleshooting
ACT.0
ACT.1
ACT.2
If you receive one of these activation errors with your version 10 ESET product, email ESET Technical Support.
ACT.21

This error typically occurs after upgrading your ESET product. To resolve this, restart your computer and then attempt to activate again. We recommend using your License Key to activate when possible.

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.25 You may receive the ACT.25 error if you used your license previously with an ESET Beta product. To resolve this issue, email ESET Technical Support.
ACT.32
ACT.34

Activation failed - An error occurred during activation

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

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

3-computer licenses

You only need to activate your first installation using your License Key or Activation key. On subsequent installations, follow the steps below:

  1. On the second computer, insert your CD into the second machine or select your product from the Download page to begin your second installation.
  2. Follow the on-screen instructions to install your product.
  3. When you reach the Product Activation window, select Activate using Username and Password (for version 8.x and earlier) or Activate with License Key (for version 9.x and later) and complete the installation using your ESET-issued credentials.
  4. Repeat steps 1-3 for your third installation.
ACT.7

Activation failed

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

Activation key already in use

Your license has already been activated and you do not need to activate it again.

You should use the ESET-issued Username, Password, or License Key to activate. If you purchased a multiple-computer license, you only need to activate once and should use the same License Key for all remaining installations. If you cannot locate your Username, Password, or License Key, visit our Lost License page and enter the email address used during registration. If you receive this error when your ESET product is new and you have not already activated it, please email ESET Technical Support.

Additional information necessary for activation is missing or invalid

Please verify that you filled out all the fields in the form with accurate information.

If you are still unable to resolve your issue, please email ESET Technical Support.

Communication with the activation database failed. Please try to activate again in 15 minutes.

Your ESET product could not communicate with ESET servers. Wait approximately 15 minutes and then try to activate again: click Update now from the Update screen in your ESET product's main program window.

If you are still unable to resolve your issue, please email ESET Technical Support.

Error communicating with activation database.

Check your network connection. If your computer is properly connected to your network and your internet connection is active, try activating again.

If you are still unable to resolve your issue, please email ESET Technical Support.

Error communicating with the activation server — Please verify that your internet connection is active, and then click 'Update virus signature database'.

Your ESET product is having trouble connecting with ESET servers. Verify that your computer has an active internet connection: visit http://www.eset.com. If your internet connection is functioning properly, try to activate your product again: click Update now from the Update screen in your ESET product's main program window.

If you are still unable to resolve your issue, please email ESET Technical Support.

ACT.7 cont.

Invalid Activation key. Product activation form error.

The Activation key is usually supplied on the inside of your CD case and consists of 12, 13 or 20 characters. Enter the Activation key exactly as it is printed. There are 4 hyphens in the key and they must be entered. Be sure to not add a blank space. For more information about activating your product, visit:

Invalid data was entered in the activation form. Click re-activate and re-enter your activation information

Please verify that you filled out all the fields in the form with accurate information.

If you are still unable to resolve your issue, please email ESET Technical Support.

Invalid response from the activation server. Please wait 15 minutes and click "Update Virus Signature Database"

Your ESET product is communicating with ESET servers but received an incomplete or corrupt response. Wait approximately 15 minutes and then try to activate again by clicking Update now from the Update screen in your ESET product's main program window.

If you are still unable to resolve your issue, please email ESET Technical Support.

Only privileged users can activate ESET Cyber Security or ESET Cyber Security Pro.

You must be logged in as Administrator or be a Privileged user to activate your ESET product . Click here for instructions to add Privileged users.

The activation key you entered has already been activated.

Your license has already been activated and you do not need to activate it again. You should use the Username, Password, or License Key sent to the email address you specified. If you purchased a license for more than one user, you only need to activate once and should use the same License Key for other users. If you cannot locate your Username, Password, or License Key, visit our Lost License page and enter the email address used during registration. If you are receiving this error when your ESET product is new and you have not already activated it, email ESET Technical Support.

The activation key you entered has already expired.

If your license is expired, or if you are receiving this error when your ESET product is new and you have not already activated it, email ESET Technical Support.

The activation key you entered was not found in the database. Please check your Activation key and re-enter your activation information.

The Activation key is usually supplied on the back of the product package and consists of 12, 13 or 20 characters. It is case sensitive and the hyphens are necessary. A big "0" is the number zero (0), a little "o" is the lowercase letter o.

If you are still unable to resolve your issue, please email ESET Technical Support.

The activation server is busy. Please try to activate again in x minutes.

The ESET servers are busy. Please wait the amount of time specified in the error message and then try to activate again by clicking Update now from the Update screen in your ESET product's main program window.

If you are still unable to resolve your issue, please email ESET Technical Support.

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 a 3rd 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, please email ESET Technical Support.

ECP.20006
Email ESET Technical Support to resolve this issue.
 
ECP.20031 Certificate validation fails.

Refer to Certificate validation fails when installing my ESET product.

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 this doesn't solve the problem, please contact technical support: email ESET Technical Support.

Update information is not consistent.

This error message displays after installing your ESET product with in-product activation. Be sure you are connected to the internet and you are logged in or authenticated if you are connected to a wireless or business network. Check your internet connectivity by opening any web browser and navigating to www.eset.com. If you are connected, try to activate again by clicking Update now from the Update screen in your ESET product's main program window.

ECP.4098

Your ESET product is having trouble connecting with ESET servers.

Verify that your computer has an active internet connection by going to www.eset.com. If your internet connection is functioning properly, try to activate your product again by clicking Update now from the Update screen in your ESET product's main program window.

If you are still unable to resolve your issue, please email ESET Technical Support.

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 Smart Security/ESET NOD32 Antivirus users (and all Windows XP users)

If you still cannot activate your ESET product, email ESET Technical Support and receive specific tools and instructions how to resolve the issue and activate your ESET product. We recommend including ESET Log Collector output when submitting a support request.

ECP.4100

Internal error

Please try to activate again. If unsuccessful, contact technical support: email ESET Technical Support.

ECP.4115

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 to activate your ESET product:

Error 0008

Product activation fails

You may need to re-enter your ESET Username and password or clear the update cache. Visit the following ESET Knowledgebase article for instructions:

Error 0015

Activation Error

If you receive the messages "Activation failed" and "The activation key you entered has already expired" when attempting to activate your ESET product purchased from Staples, email ESET Technical Support. Please include your Activation key and the proof of purchase number from your Staples receipt in your email if available.

Error 0097

Activation key is used for a different product

Ensure that you downloaded the correct ESET product for the license you purchased. To download a different product, Click here to visit the Download Page.

If you are still unable to resolve your issue, please email ESET Technical Support.