Troubleshooting - Web Console

This section covers common error messages and how to resolve them at login:

Error message

Possible cause

validation-status-icon-error Login failed: Invalid username or password

Make sure that you entered your username and password correctly.

validation-status-icon-error Login failed: Connection has failed with state 'Not connected'

Check to see whether the ESMC Server service and your database service are running, see our Knowledgebase article for step-by-step instructions.

validation-status-icon-error Login failed: Communication error

Verify that the ESMC Server service is running and Apache Tomcat service is running and working properly.

validation-status-icon-error Login failed: Connection timeout

Check network connection and firewall settings to make sure ESMC Web Console can reach ESMC Server. Also, ESMC Server may be overloaded, attempt to reboot it. This issue can also occur if you are using different versions of ESMC Web Console and ESMC Server.

validation-status-icon-error Login failed: User has no access rights assigned

The user does not have any access rights assigned. Log in as an administrator and edit the user's account so that they have at least one Permission Set assigned.

validation-status-icon-error Login failed: Response parsing error

Your version of Web Console and ESMC Server are not compatible. This can happen during or after a component upgrade. If the problem persists, deploy the correct version of the Web Console manually.

validation-status-icon-warning Using unencrypted connection! Please configure the webserver to use HTTPS

For security reasons, we recommend that you set up ESMC Web Console to use HTTPS.

JavaScript is disabled. Please enable JavaScript in your browser.

Enable JavaScript or update your web browser.

You do not see the login screen or the login screen appears to be constantly loading.

Restart the ESET Security Management Center Server service. Once the ESET Security Management Center Server service is up and running again, restart the Apache Tomcat service. After this, the ESET Security Management Center Web Console login screen will load successfully.

"An unexpected error has occurred" or "An uncaught exception has occurred"

This error typically occurs when you are accessing the ESMC Web Console, see supported web browsers.

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Since the Web Console uses secure protocol (HTTPS), you might get a message in your web browser regarding a security certificate or untrusted connection (the exact wording of the message depends on the browser you are using). This is because your browser wants you to verify the identity of the site you are trying to access. Click Continue to this website (Internet Explorer) or I Understand the Risks. Click Add Exception and then click Confirm Security Exception (Firefox) to allow access to the ESMC Web Console. This only applies when you are trying to access the ESET Security Management Center Web Console URL.

Read our knowledgebase article for more information on how to set up HTTPS/SSL connection.

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The text is missing in the context menu and Quick Links menu in ESMC Web Console. This issue may be caused by an ad-blocking browser extension. To solve this issue, disable ad-blocking browser extension for ESMC Web Console page.