Why can't I activate my ESET product?

KB Solution ID: SOLN2896|Last Revised: September 30, 2014

The following article outlines activation scenarios and the common activation errors that users sometimes experience. Click the link below that best represents the activation error you are experiencing for detailed instructions on how to resolve your issue:
 



I have a 3-computer license and receive an error message (such as "Activation failed") while installing and activating my second or third machine

If you receive the error message "Activation failed" while installing and activating on your second or third machine, it is probably because you already activated your key when you installed on the first machine. You only need to activate your first installation using your activation key. After the first activation you should have received a username and password which you should use during activation on your second and third installations.

When installing and activating on your second and third machines, follow the steps below:

 

  1. Insert your CD into the second machine to begin your second installation.
     
  2. Follow the on-screen instructions to install your product.
     
  3. When you reach the Product Activation window, be sure to select Activate using Username and Password and complete the installation using your ESET-issued username and password.

     
  4. Repeat steps 1-3 for your third installation.

Figure 1-1
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I have a 1-computer license and receive an error message while reinstalling my product or installing it on a new machine

"Activation failed" (see Figure 1-1 above)

If you receive the error message "Activation failed" when reinstalling, or installing on a new machine, it is because you are attempting to activate using a key that was already activated when you installed and activated the first time. You only need to activate using your activation key the first time you install. On all subsequent reinstallations, or installations on new machines, you should select Activate using a Username and Password during activation and enter your ESET-issued username and password.


 "Update information is not consistent" (see Fig 1-2 below)

In this situation, you are likely entering your username and password incorrectly. For assistance, refer to the following Knowledgebase article:

Figure 1-2

 

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I have a CD but no CD drive - I receive an error message when activating on ESET's website

If you receive the error message "The serial number you entered could not be found in our system" (see Figure 1-3 above) while activating online, you have likely entered your serial number or activation key incorrectly.  When entering your activation key, please make sure to follow the guidelines below:

  • Any hyphens ("-") in the serial number must be entered
     
  • The serial number must be entered with no spaces
     
  • Verify that the letter "O" was not typed instead of the number zero

Figure 1-3

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I purchased online and got the error message, "Update information inconsistent" after I entered my username and password during activation

If you are receiving the error message "Update information is not consistent", you are likely entering your Username and Password incorrectly. For assistance, refer to the following Knowledgebase article:


Figure 1-4

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