I cannot access the settings—I'm being asked for a password. What should I do?

KB Solution ID: SOLN333|Last Revised: December 30, 2013

Issue

  • Prompted for a password when trying to access program settings
  • User-defined password does not work
  • Forgot user-defined password for program settings
  • Unlock or reset password for advanced setup
  • Need unlock code (downloaded and ran unlock.exe)

Need to reset your password in ESET Mobile Security for Android?

My ESET-issued Username/Password is not working

My ESET program is not updating correctly

Details

ESET Smart Security or ESET NOD32 Antivirus provide the option to establish a user-defined password to access program settings. If your system is part of a company network, please contact your network administrator for assistance.

Solution

 VIDEO: I forgot my password to access settings, how can I reset it?

If you do not know your user-defined password, you can use the ESET Unlock Utility to remove it and restore your access to the configuration settings (NOTE: this password is different from the ESET-issued Username and Password ESET emailed to you upon purchase of your product).


Follow the instructions below to use the ESET Unlock Utility to generate an unlock code:

  1. Click the following link and save the ESET Unlock Utility to your Desktop:

      Download unlock.exe

  2. Double-click the file named unlock.exe. A window will appear with a numeric unlock ID. 

NOTE:

For Microsoft Windows Vista/7 users, it is necessary to right-click the ESET Unlock Utility and click Run as Administrator

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

  1. If you have not yet contacted ESET Customer Care, please submit a Customer Care support request containing the unlock ID that you generated in step 2, as well as the ESET-issued Username and Password that was sent to you upon purchase. When you are finished, proceed to step 4.

    If you have already opened a Customer Care support request, please respond to their email with the unlock code generated by the ESET Unlock Utility and then skip to step 5.
     
  2. You will receive an email from ESET Customer Care with a unique case number. Close the ESET Unlock Utility while waiting for the email response from ESET Customer Care.The unlock code will be located at the top of the email following the sentence Below is the unlock code you requested (see Figure 1-2 for an example).

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

  3. Run the ESET Unlock Utility again and enter the numeric unlock code provided by ESET Customer Care (from step 4) into the Enter Code field. Once you are finished entering the code press Enter.

    NOTE:

    For Microsoft Windows Vista/7 users, it is necessary to right-click the ESET Unlock Utility and click Run as Administrator.

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

  1. Open Your ESET product. How do I open my ESET product?
     
  2. Press the F5 key on your keyboard to open the Advanced setup window. If the Advanced setup window appears, the password has been removed successfully.
     
  3. Click OK.
     
  4. Restart your computer.

 

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