Answers to common installation issues

The ESET PROTECT Server service does not start:

Broken installation

•This might be the result of missing registry keys, missing files or invalid file permissions.

•The ESET All-in-one installer has its own log file. When installing a component manually, use the MSI Logging method.

Listening port already used (mostly 2222 and 2223)

Use the appropriate Command for your OS:

•Windows:
netstat -an | find "2222"
netstat -an | find "2223"

•Linux:
netstat | grep 2222
netstat | grep 2223

Database not running / not reachable

•Microsoft SQL Server: Verify that port 1433 is available on/to the database server or try to log in to SQL Server Management Studio.

•MySQL: Verify that port 3306 is available on/to the database server or try to log in to your database interface (for example, using the MySQL command-line interface or phpmyadmin).

Corrupted database

Multiple SQL errors will be shown in the ESET PROTECT Server log file. We recommend that you restore your database from a backup. If a backup is not present, reinstall ESET PROTECT.

Insufficient system resources (RAM, disk space)

Review running processes and system performance:

•Windows users: Run and review information in Task Manager or Event Viewer

•Linux users: Run one of the following commands:
df -h (to review disk space information)
cat /proc/meminfo (to review memory space information)
dmesg (to review your Linux system healh)

Error with ODBC connector during ESET PROTECT Server installation

Error: (Error 65533) ODBC connector compatibility check failed.
Please install ODBC driver with support for multi-threading.

Reinstall an ODBC driver version that supports multi-threading or reconfigure odbcinst.ini as shown in the ODBC configuration section.

Error with a database connection during ESET PROTECT Server installation

Installation of ESET PROTECT Server finishes with the generic error message:

The database server is not configured correctly.
Please check the documentation and reconfigure the database server as needed.

Error message from the install log:

Error: Execution test of long statement failed with exception:
CMysqlCodeTokenExecutor: CheckVariableInnodbLogFileSize:
Server variables innodb_log_file_size*innodb_log_files_in_group

value 100663296 is too low.

Verify that the configuration of your database driver matches that shown as in the ODBC configuration section.

ESET Management Agent uninstallation troubleshooting

•See log files for ESET Management Agent.

•You can uninstall ESET Management Agent using ESET Uninstaller or using a non-standard way (such as removing files, removing the ESET Management Agent service and registry entries). If there is an ESET endpoint product on the same machine, it will not be possible because of an enabled Self-Defense.

•The message "The database cannot be upgraded. Please remove the product first." is displayed during Agent uninstallation - Repair ESET Management Agent:

1.Click Control Panel > Programs and Features and double-click ESET Management Agent.

2.Click Next > Repair and follow the instructions.

All possible ways of uninstalling ESET Management Agent are described in the Uninstallation section.

Error Code 1603 occurred during the Agent installation

This error can occur when the installer files are not located on the local disk. To fix this, copy the installer files to the local directory and run the installation again. If the files are already present, or the error persists, follow our Knowledgebase instructions.

Error message appears during the installation of Agent on Linux

Error message:

Checking certificate ... failed
Error checking peer certificate: NOT_REGULAR_FILE

The possible cause of this error is an incorrect filename in the installation command. The console is case sensitive. For example, Agent.pfx is not the same as agent.pfx.

The remote deployment from Linux to Windows 8.1 (32-bit) failed

This is an authentication problem caused by Microsoft's KB3161949. This can be solved only by removing that update from hosts where the deployment fails.

The ESET Management Agent cannot connect to the ESET PROTECT Server

See Troubleshooting Agent connection and our Knowledgebase article.

The Agent script installer exited with the code 30

You use the Agent script installer with a custom installer location and you failed to edit the script correctly. Review the help page and try again.

Apache HTTP Proxy cache size is several GB and is still growing

If you have installed Apache HTTP Proxy using the All-in-one installer, clean-ups are automatically enabled. If clean-ups are not working correctly, perform a manual clean-up or schedule a clean-up task.

Detection engine updates are not working after Apache HTTP Proxy is installed

If client workstations are not able to update, see our Knowledgebase instructions to disable Apache HTTP Proxy on endpoint workstations for a temporary period. After connection issues are resolved, consider enabling Apache HTTP Proxy again.

Remote update of ESET Management Agent fails with error code 20008

If remote update of ESET Management Agent fails with the following message:
GetFile: Failed to process the HTTP request (error code 20008, url: 'http://repository.eset.com/v1//info.meta')
 
Follow steps I - III in this article to troubleshoot the connection issue. If the machine on which ESET Management Agent is supposed to be updated is outside your corporate network, configure a policy for ESET Management Agent not to use a proxy to connect to the repository when outside the corporate network.

Why is the following error message continuously logged in the ESET Rogue Detector's trace.log?

Information: CPCAPDeviceSniffer [Thread 764]:
CPCAPDeviceSniffer on rpcap://\Device\NPF_

{2BDB8A61-FFDA-42FC-A883-CDAF6D129C6B} throwed error:
Device open failed with error:Error opening adapter:

The system cannot find the device specified. (20)

This is a problem with WinPcap. Stop the ESET Rogue Detector Sensor service, reinstall the latest version of WinPcap (at least 4.1.0) and restart the ESET Rogue Detector Sensor service.

Missing libQtWebKit dependecy on CentOS Linux

If the following error is displayed:

Error: CReportPrinterModule [Thread 7f5f4c7b8700]:
ReportPrinter: ReportPrinterTool exited with:
/opt/eset/RemoteAdministrator/Server//ReportPrinterTool:
error while loading shared libraries: libQtWebKit.so.4:
cannot open shared object file: No such file or directory [code:127]

Follow the instructions in our Knowledgebase article.

ESET PROTECT Server installation on CentOS 7 has failed

If the following error is displayed:

Error: DbCheckConnection: locale::facet::_S_create_c_locale name not valid

The issue is probably caused by environment/locale settings. Running the following command before the server installer script should help:

export LC_ALL="en_US.UTF-8"

Error code -2068052081 during Microsoft SQL Server installation.

Restart your computer and run setup again. If the issue persists, uninstall the SQL Server Native Client and run installation again. If this does not resolve the issue, uninstall all Microsoft SQL Server products, restart your computer, and then run installation again.

Error code -2067922943 during Microsoft SQL Server installation.

Verify that your system meets the database requirements for ESET PROTECT.

Error code -2067922934 during Microsoft SQL Server installation.

Ensure that you have the correct user account privileges.

The Web Console shows "Failed to Load Data".

Microsoft SQL Server tries to use as much disk space as possible for transaction logs. If you want to clean up this, visit official Microsoft website.

Error code -2067919934 during Microsoft SQL Server installation.

Make sure that all previous steps have been finished successfully. This error is caused by misconfigured system files. Restart you computer and run installation again.