F-Secure IS subscription oscillates between valid and expired state on computers.

etomcat

Dear F-Secure,

 

Several hungarian customers complain today that their "F-Secure Internet Security" subscriptions frequently "oscillate" between valid and expired state on the computers. Even if they re-enter a 5x4 character keycode that should be good until mid-2020 and it is accepted, the status soon changes back to a red warning about expired subscription.

 

One affected computer has these specifications:

OS: Windows 10 build 1809 (x86 edition)
Net connection: 250mbps ADSL provided by the "UPC" ISP company
Protection: F-Secure Internet Security version 17.6

 

I have attached a generic screenshot of the issue below.

 

Please advise how best to solve this problem?

 

Thanks in advance, Yours Sincerely:
Tamas Feher, Hungary.

 

*********************************

 

Generic screenshot of problem

Ville

Hi @etomcat 

 

This is not a known issue. If you could get an fsdiag from one of the affected computers and send it to our support, they could forward it to us in R&D for checking. Based on the description and screenshot, I can't even say if it's client or server issue.

 

Ville

(F-Secure R&D)

 

etomcat

Dear Ville,

 

I apologize for the inconvencience we may have caused!

 

Thus far, I have learned the codes of two affected customers and they have the exact same codes, so it looks like the issue is with duplication (a single keycode may have been accidentally sold by us to multiple customers). We will try to right the situation.

 

Yours Sincerely: Tamas Feher, 2F, Hungary.