Issue

• "Product not activated"
• "Update information is not consistent"
• Invalid username and password
• Virus signature database updates fail
• Product activation fails

Details

ESET Smart Security and ESET NOD32 Antivirus are updated at least once a day with new virus definitions and occasional program component upgrades. These updates will fail if your Username or Password is invalid or entered incorrectly, or if your product has not been activated.

Solution

Video tutorial

1. Locate your ESET-issued Username and Password, which you should have received by email after purchase or first activation of your product. If you cannot locate your Username and Password, visit the Lost License Page to have them resent.

If you purchased a CD

See instructions to enter your activation key.

2. Open ESET Smart Security or ESET NOD32 Antivirus. How do I open my ESET product?
    
3. Press Ctrl + U to open the Username and Password setup window.

Figure 1-1

4. Enter your Username and Password into the appropriate fields. If your ESET settings are password-protected, you will be required to enter your settings password before reaching the screen pictured in Figure 1-2.

Usernames and Passwords

Remember to enter your Username and Password exactly as they are written:

• The username and password are case sensitive
• The hyphen in the username is necessary
• The password is ten characters long and all lowercase
• If you are copying and pasting, make sure you don't select an extra blank space
• We do not use the letter L in passwords (use the number one (1) instead)
• A big '0' is the number zero (0); a little 'o' is the lowercase letter o

I forgot my Username and Password

5. Click Update  Update now (make sure you are connected to the Internet).
   

   

   Figure 1-3
   Click the image to view larger in new window
   

6. If you were successful, your ESET product will automatically begin downloading the latest virus signature database update. When the update is complete, a "Virus signature database successfully updated to version" notification will appear.
   
   If the update fails or you receive the notification "Update information is not consistent", repeat steps 2-5.
    
   • I still receive the message "Virus signature database update failed" after multiple attempts

Figure 1-4

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Enter your activation key (For CD products only)

1. Locate your activation key, which is printed on the box that your ESET product came in. 
    
2. Open ESET Smart Security or ESET NOD32 Antivirus. How do I open my ESET product?
    
3. Click Activate product in the Home window.
   

   

   Figure 2-1
   Click the image to view larger in new window
   

4. Select Activate using an Activation Key and click Next.

Figure 2-2
Click the image to view larger in new window

5. In the Activate using an Activation Key window, fill out all of the required fields. When you are finished, clickActivate. 
   

   

   Figure 2-3
   Click the image to view larger in new window
   

6. Click Finish once activation is complete.

Figure 2-4

KB Solution ID: SOLN2792

Last Revised: September 30, 2014

Source: http://kb.eset.com/esetkb/index?page=content&id=SOLN2792&actp=search&viewlocale=en_US&searchid=1416183213985