Description: This article contains some of the most frequently asked questions about ESET Internet Security Programs from Summer 2019.

Q: I tried activating my license, but the format RTL-xxxxx looks different than the activation instructions. What do I do?
A: For RTL-xxxxx formatted codes, it is necessary to register on ESET’s activation site. Go to https://www.eset.com/us/activate/ and fill out your information. From there, ESET will provide you with an activation key that you can then use to activate your ESET program.

Q: I do not have a connection to the internet on my computer. Can I still install ESET?
A: Yes, but the installation file must be downloaded directly from the internet. ESET has offline installers for their products on their website. If you go to their downloads section and choose your product, look for Download Options and choose Configure Download. This will download the offline installer. You will need a flash drive or external device to save the offline installer to, then you can use that to install it to your computer.

Q: What if I don’t have a disk drive to use to install ESET?
A: There are two alternatives to this. You can use an external drive and install it using the disk, or, all ESET products are also available online at: https://www.eset.com/us/download/. Make sure that you choose the correct product to download based on the version that you have actually purchased.

Q: My new computer comes with an antivirus trial preinstalled. Can I install ESET on top of it?
A: No, you should not. Running multiple antiviruses on the same computer will slow the system down and potentially render it unusable. You want to uninstall the trial version that came on your computer first. Right click on your Windows button and select Apps and Features. Look for programs such as McAfee or Norton and right click on them to uninstall them. This process may prompt for a restart. After restarting, you should be ready to install ESET.

Q: I installed ESET on my computer without uninstalling the previous antivirus. Now my system is slow. What can I do?
A: Boot into safe mode. Open msconfig and select Boot. Choose Safe Boot and then apply and OK. Once in safe mode, right click on your Windows Start Button and then look for the program like McAfee or Norton for example. Right click on the program and select uninstall. Once uninstalled, go back into msconfig and uncheck safe boot then restart. For further assistance, please refer to our support article How to uninstall another antivirus from Windows after ESET is installed.

Q: I entered my key and it took me to register my license. It won’t go any further. What do I do?
A: Make sure that every required box is filled out correctly and completely. Typos in the email address can cause this problem. Also make sure you scroll down as the city, state, and zip code are in their own box, and may be off the bottom of your screen. If you still receive an error or are unable to proceed, please reach out to our tech support team for further assistance.

Q: I tried activating my ESET, but I keep getting an invalid key message - what did I do wrong?
A: There are a couple of things that could cause this type of error. Make sure that you are including the dashes with the activation key and that there are no spaces before or after the key. Make sure you are using the license key with the correct product that you purchased as well. For example, if you are trying to activate Internet Security with a NOD32 license, it will cause an error like this. If these items do not address the problem, please reach out to our tech support team for further assistance

Q: How do I activate my ESET software if I purchased a renewal?
A: Open ESET and choose Activate Product. Select Use a Purchased License Key. Put in your new license key and select Activate. From there, fill out the registration, choose Activate then Done. ESET should now be activated. For further assistance, please refer to our support article How to activate your ESET Renewal.

Q: How do I install ESET on a Mac?
A: Download the ESET product either using the install CD or from ESET's website. Double-click on the installation and follow the prompts to install ESET. For further assistance, please see our support article How to download and install ESET Cyber Security for Mac OS.

Q: How do I renew ESET on a Mac?
A: Open your ESET program by selecting the ESET icon in the menu bar. Choose renew license. Insert your ESET username into the ESET renewal page, then follow the prompts on the screen to purchase your ESET renewal. Make sure to get the most appropriate version of the product for your current needs. For further assistance, please see our support article How to renew your ESET license within the program in MacOS.

Q: How do I install and activate ESET Mobile Security on an Android?
A: Download the ESET Mobile Security app from the Google Play Store. Go through the installation process. When the app is fully installed, touch the menu bar in the top left-hand corner, then choose license. Enter the license key from your ESET packaging and ESET will activate. For further assistance, please refer to our support article How to install and activate ESET Mobile Security.

Q: Can I install Malwarebytes and ESET on the same computer?
A: Yes. Malwarebytes is not required to be just a standalone product and couples great with ESET on ensuring the best protection for your computer.

Q: I put a password on my ESET program. I don’t remember what it is. What can I do?
A: You will need to uninstall ESET using the ESET uninstaller tool and reinstall ESET to make changes. You can download the ESET uninstaller tool from ESET's website.

Q: What is the ESET banking and protection browser and how do I use it?
A: ESET and banking protection is included in the ESET Internet Security and Smart Security Premium products. The banking and payment protection browser ensures that all online transactions are protected in a trusted and secured environment. To use it, choose the icon on the desktop that is titled ESET Banking and Protection. For more information about this feature visit ESET’s website.

Q: Where is the ESET icon on my computer?
A: The ESET icon is located on the taskbar beside the time and date. Open the up arrow to show hidden devices if necessary and ESET is found here. The ESET icon looks like a green and white lowercase letter e.

Q: What are the new ESET Universal Licenses?
A: The new ESET Universal Licenses enable you to transfer your ESET license to another computer. It also enables you to add time onto your already existing license without losing existing time. Our renewal licenses are now universal licenses - currently our retail boxed licenses are not.

Q: How do I add my multi-user license to a computer that doesn’t have ESET? Does it affect the licensing?
A: You can download your ESET product from ESET's download page. You can also make use of the ESET License Manager tool found at https://my.eset.com/account provided you have previously registered onto that site.