Troubleshooting - Web Console

Because ESET PROTECT is hosted in the cloud, most of the errors that can occur during login can be solved by following these general troubleshooting steps:

•Clear the browser cache and refresh the login page.

•If the problem persists, wait a few minutes and try to log in again or try different browser (supported browsers).

•If the problem is not resolved, contact ESET Support.

The table below will give you some insight into the most common Web Console login error massages and statuses, what they mean and some additional troubleshooting steps:

Error message	Possible cause
Login failed: Communication from your address was temporarily blocked	After 10 unsuccessful login attempts from the same IP address (for example, using incorrect login credentials), further login attempts from this IP address are temporarily blocked. After 15 minutes, log in using the correct credentials.
Login failed: Authentication error Login failed: Authentication failed on server	The server received a damaged or incomplete authentication token. Ensure you are using the correct login credentials and that your connection to the login page is secure. If the problem persists, try clearing the cookies.
Login failed: Connection has failed with state 'Not connected' Login failed: Communication error Login failed: Connection timeout	Check network connection and firewall settings to ensure ESET PROTECT Web Console can be reached from your device.
Login failed: User has no access rights assigned	The user account under which you are trying to log in does not have any access rights assigned. Log in as an administrator and edit the user's account assigning appropriate permissions to this user. If you do not have access to the administrator account , contact your administrator with this request.
JavaScript is disabled. Please enable JavaScript in your browser.	JavaScript is required for the login page to work correctly. Enable JavaScript or update your web browser.
You do not see the login screen or the login screen appears to be constantly loading.	Check network connection and firewall settings to ensure ESET PROTECT Web Console can be reached from your device. The ESET Status Portal displays the current status of ESET cloud services, scheduled outages and past incidents. If you are experiencing an issue with a supported ESET service and do not see it listed in the Status Portal, contact ESET Technical Support. Monitoring teams verify potential issues internally, and confirmed incidents are posted and updated manually to maintain high credibility and accuracy. Therefore, they appear on the Status Portal with a slight delay. Incidents with a short duration may not be posted if they are resolved before being manually confirmed.
"An unexpected error has occurred" or "An uncaught exception has occurred"	This error can occurs when you are accessing the ESET PROTECT Web Console from a browser that is not supported by ESET PROTECT Web Console, see supported web browsers.
SEC_ERROR_INADEQUATE_KEY_USAGE (Mozilla Firefox only).	Mozilla Firefox has a corrupted certificate store.

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