Advice Request License from the box

[Zorro]

I ran into the following situation, perhaps someone got into a similar situation and tell me how to be - immediately go to the store and swear or have some other way? I bought an EIS antivirus box for 3 years for 3 pcs, and agreed with two people, because we decided to buy on three. Brought the box home, sealed completely, sniffing the packaging film, inside the booklet with a licensed key. I enter the key - and antivirus it writes that the service life of the license has expired. Like, the license is overdue - the error act.6. This is what someone has taken advantage of something? Or how? Now here people ask, they say, where the license, what am I telling them? Maybe this is some kind of mistake when activating and something to fix something, who will tell? Or immediately go to the store and swear that they overdue license ?

 

[czesetfan]

I would recommend contacting technical support in your country. They should be able to sort it out.

 

[upnorth]

Member @czesetfan is correct. Try give ESET a phone call as that will be the easiest first step, or wait a second! Does ESET even have a phone number to their support?

 

[Zorro]

Член @czesetfan правильный. Попробуйте позвонить ESET по телефону, так как это будет самый простой первый шаг, или подождите секунду! Есть ли у ESET номер телефона для поддержки?

Техническая поддержка не отвечает. Ни по телефону, ни по электронной почте. На телефон я сначала отвечаю роботу, который говорит, что свяжется с «лучшим специалистом», затем включает музыку на 5 секунд, а потом робот снова говорит – оцените качество помощи, после чего вызов проваливается. Никто не отвечает на e-mail. Хотя вроде бы есть на антивирусном сайте, написано, что техподдержка уже работает. Я написал на их форуме, ожидая. Пока никакой реакции нет.

 

[upnorth]

Technical support does not respond. Neither by phone or e-mail. At the phone, I first respond to a robot that says that will connect with the "best specialist", then turns on the music for 10 seconds, and then a robot says again - evaluate the quality of help, after which the challenge fails. Nobody answers e-mail e-mail. Although it seems to be on the antivirus website, it is written that technical support is already working. I wrote on their forum, waiting. So far no reaction.

Sad to hear as support is actually much more important then many understand. At least fast and correct support, either via a phone or a direct chat. Vendors official forum support is always a slow method. Hope you get a reply soon and that they are able to help. Good luck!

 

[czesetfan]

Technical support does not respond. Neither by phone or e-mail. At the phone, I first respond to a robot that says that will connect with the "best specialist", then turns on the music for 10 seconds, and then a robot says again - evaluate the quality of help, after which the challenge fails. Nobody answers e-mail e-mail. Although it seems to be on the antivirus website, it is written that technical support is already working. I wrote on their forum, waiting. So far no reaction.

Did you post on the forum? ESET Security Forum
Someone should respond here.

 

[Zorro]

Did you post on the forum? ESET Security Forum
Someone should respond here.

I created a topic on the Eset forum, but no one answers yet. When trying to activate a license, the antivirus gives an error act.6 - "Your license has expired and cannot be renewed, the product must be activated with a different license. This error usually occurs when you try to activate a product using an expired trial license."

 

[Zorro]

Perhaps the fact is that the antivirus in this box is not just an antivirus, but an antivirus for a promotion, when a vendor releases just such a version specifically for a given chain of stores, and the store sells it as a promotional version that is beneficial for customers. But why then does the antivirus write that "the license has expired" when the box has not been opened (accordingly, the license has not been activated), and it says on the box that the license begins to operate from the moment of activation?

 

[czesetfan]

Perhaps the fact is that the antivirus in this box is not just an antivirus, but an antivirus for a promotion, when a vendor releases just such a version specifically for a given chain of stores, and the store sells it as a promotional version that is beneficial for customers. But why then does the antivirus write that "the license has expired" when the box has not been opened (accordingly, the license has not been activated), and it says on the box that the license begins to operate from the moment of activation? View attachment 263343

I checked the Официальный сайт антивируса ESET NOD32 site, but I didn't see the "Platinum edition" offer. Searching found me a press release from 2013, which is quite a long time ago. Where did you buy the box?

 

[NewbyUser]

Found a "Platinum Edition" for Smart Security, but nothing for Internet Security. While I don't speak or read Russian, I'd say it seems you were scammed unfortunately. Both products use NOD32 and the Internet Security or Smart Security names, which Eset doesn't do, to avoid confusion as to which product it is. Additionally the colors red and yellow are used, Eset typically uses green.

ESET NOD32 Smart Security. Platinum Edition

ESET NOD32 Smart Security. Platinum Edition

www.1csoft.ru

 

[brambedkar59]

I created a topic on the Eset forum, but no one answers yet. When trying to activate a license, the antivirus gives an error act.6 - "Your license has expired and cannot be renewed, the product must be activated with a different license. This error usually occurs when you try to activate a product using an expired trial license."

Can u link to the thread u created? I wanna see how they reply to it.

 

[Zorro]

I checked the Официальный сайт антивируса ESET NOD32 site, but I didn't see the "Platinum edition" offer. Searching found me a press release from 2013, which is quite a long time ago. Where did you buy the box?

Found a "Platinum Edition" for Smart Security, but nothing for Internet Security. While I don't speak or read Russian, I'd say it seems you were scammed unfortunately. Both products use NOD32 and the Internet Security or Smart Security names, which Eset doesn't do, to avoid confusion as to which product it is. Additionally the colors red and yellow are used, Eset typically uses green.

ESET NOD32 Smart Security. Platinum Edition

ESET NOD32 Smart Security. Platinum Edition

www.1csoft.ru

It is only on the store website such a box is drawn, but in reality the box is made in the color range of antivirus (see photo). The only thing that distinguishes this box is a round red label (it says that this is an exclusive anti-virus series, released specifically for sale in this store). This store is the largest in Russia for the sale of digital and computer equipment, with branches in almost all cities, and in major cities 5-6 branches of the network of this store.

 

[Zorro]

Technical support sent a response letter. I sent them all the photos (box, check), data. It's good that the technical support responded within the stated 24 hours after the application, otherwise I thought that the holidays, and the case will drag on for a long time. But I never got through on the phone. The robot promises to connect with a specialist, but does not connect, and does not even say that all the lines are busy, for example. You can't get through to support by phone, it's good at least they answered the mail.

 

[czesetfan]

I hope it turns out well.

 

[NewbyUser]

Glad they responded. Hope it works out.

 

[Local Host]

In this case I would just go back to the store, they the ones that need to supply a working KEY, in most cases the AV vendor wouldn't take responsability for store sales.

 

[Zorro]

Finally I got through to technical support by phone The reason was found out. It turns out that this code should have been activated before January 1, 2022, if this is not done, then the code becomes invalid. They promised to send a new one. I'll wait.

 

[czesetfan]

This means that you need to watch out for "old" packs, as they have a limited time until which they can be activated. Interesting, but I haven't seen any more info on this anywhere yet.
For us, the boxes also describe the "edition", the year of release For example, the current "2022 edition". Not here?

 

[Zorro]

This means that you need to watch out for "old" packs, as they have a limited time until which they can be activated. Interesting, but I haven't seen any more info on this anywhere yet.
For us, the boxes also describe the "edition", the year of release For example, the current "2022 edition". Not here?

There are no instructions on the box at all that the key can be overdue. For example, if it would be written "Activate the license key to ...", then no questions would have arisen. But only it is written on the box that "this license begins to act from the moment of activation," and not a word that this moment can be overdue. It turns out the vendor indicates not all important information on the package. Although I have not seen such information on the boxes of other antiviruses. The key until I came. It was just a letter that, they say, transferring data about your problem to some other department there. Although the support officer said that I would soon send the code to me by mail I hope until it generates a new code, it will not have time to become overdue

 

[NewbyUser]

There are no instructions on the box at all that the key can be overdue. For example, if it would be written "Activate the license key to ...", then no questions would have arisen. But only it is written on the box that "this license begins to act from the moment of activation," and not a word that this moment can be overdue. It turns out the vendor indicates not all important information on the package. Although I have not seen such information on the boxes of other antiviruses. The key until I came. It was just a letter that, they say, transferring data about your problem to some other department there. Although the support officer said that I would soon send the code to me by mail I hope until it generates a new code, it will not have time to become overdue

Sounds strange to me. I don't see why they can't/couldn't generate a license code either on the phone or by email. It's a rather instaneous process that isn't complicated. Something just seems entirely off with this incident.