Microbe

For ESET Nod32 - this a different client - do i need to post ? for this client? They have the same problem marcos Cheers, Gil

Hi ESET Team, NOTE: This is a different client but same problem, i already collected the logs from this clients machine and we do the same troubleshooting but it didn't work. See the attached file for your reference Cheers, Gol eav_logs.zip

Thank you ESET Team, for helping us This site is very helpful for us I will send you the logs here, once we get them from our client. Cheers, Gil

Hi ESET Team, See the below response from our client : Yes, it was me (he is the one who logged on to your MSP) as I needed to get some information about the EPC and EIC IDs. As it was mentioned, we will need to capture the issue with HAR file. See the attached file for your reference Did you also tried to enter EIC directly via https://inspect.eset.com ? How this will behave? Is the loading the same = slow? Yes, no different. HAR FILES.zip

Hi ESET Team, See the below screenshots for your reference : And see the below actions that we have taken : #1 We tried to clear the cache on the ESET Program - but problem exist #2 We tried to change the update option to 'Do not proxy and hit update. - Problem exist #3 We Create an All in one installer and uninstall the existing ESET Endpoint product but problem still exist #4 We tried to install the stand-alone installer of ESET Endpoint Security, it was successful installation and to connect the device we create an ESET Management Agent using ESET Protect and ran it on the affected device, but an error occurred: the Application failed #4 We activated the product using manual input of the licence key; it was successful, but when it's the time for updating the virus signature an error occur 'Module update failed and Product updat failed Note : There's no problem with the internet connection since during the remote session - the internet speed would be 54 mbps We tried to ping update.eset.com - but there's no blocking as per checking When we ran the ESET Management agent installer, it said, - Application failed Can you help us to resolve this issue?

Thank you i will inform the client and provide the above suggestion, we will let you know once he replied Cheers, Gil

Hi ESET Team, I would like to ask for the below information : Hi Gil, Yes, it’s still slow. It looks like someone accessed my account last night from ESET. See attached. It takes about 3-5 minutes to load when you click the link from the MSP Admin portal. Once it’s up, it’s OK, just the initial access is painfully slow. Note: Can you verify on the attached file that the person on the email is part of your organisation? Our client wants to confirm ESET.zip

Mark this case Resolved sorry

Hi ESET Team, I would like to ask for the below information : Hi Gil, Yes, it’s still slow. It looks like someone accessed my account last night from ESET. See attached. It takes about 3-5 minutes to load when you click the link from the MSP Admin portal. Once it’s up it’s OK, just the initial access is painfully slow. -Vlado Note: Can you verify on the attached file that the person on the email is part of your organisation? Our client wants to confirm ESET.zip

I will tell the client to disable Archives see the below information from the client : I can confirm I don’t have any external devices connected. Yes, I do have a lot of browser windows open and can clear that cache again, and I’ll take a look at CCleaner, thanks. However, as an example, in the last two scans performed, the first scanned 3.49 million objects, and the second just a week later scanned 5.69 million objects, taking 16.5 hours. These were both “Smart Scans” and I’d really like to know how a PC can pick up 2.5 million extra items in a week when it hasn’t been used much. Something seems very odd. How does a “Smart Scan” operate? Is it not ignoring items that haven’t altered since the previous scan, or similar? So in the absence of major change on the PC, the number of objects scanned really shouldn’t be dramatically increasing. On another front, are there possibly some files and folders that can be excluded from a weekly scan perhaps? The whole PC is scanned each time. Really appreciate your help with this. I’ve just renewed ESET for another two years, but I do have this lingering serious concern about its impact on the system.

I do still need to try to significantly improve the time it takes to do a full scan though. I’ve spoken with Support about it, but no resolution yet. The last scan on one of the PCs took over 16.5 hours and scanned 5,694,043 objects. How can there be that many of anything on a PC? Maybe there are some areas that don’t need to be scanned? Hi ESET Team, see the above information from our client Currently, he has scheduled a scan from his machine, Any thoughts?

I already coordinated this concern with ESET AU we have ongoing upgrade of the product You can close this post now

Hi Marcos sure, I will send it to you once we get the public ID and logs Cheers, Gil

We changed the right timezone problem has been resolved now Thanks!

Hi ESET Team, Another issue that we have encountered from our client - can you help us resolve this issue? our client is currently using ESET PROTECT Onprem

Thank you ESET Team, i will let you know if our client still experienced about the console (slow)

Hi ESET Team, I am doing the support today, but it seems that ESET MSP can't access it as of the moment. See the below screenshots for your reference :

For your reference, we do the following : 1. From ESET AU Tech, they completed the licence sync - then requested to remove the trial licence from the ESET MSP of the client. - Problem still exist 2. I already informed the client to open another browser. He is able to access ESET Protect, but ESET Inspect is still unavailable 3. I requested to client to clear the cache and cookies from the browser, but the problem still exist

Hi ESET Team, For your reference: Ticket number: #CASE_00722503 Kindly see the attached file for your reference. Cheers Details.zip

Hi ESET Team, How to resolve this issue?

It is already resolved Cheers, Gil

HI ESET Team, Our customer is using ESET Mobile Security. See below info from out client "One of my Eset customers came in this morning because her phone thinks it's been hacked. She has taken a cpl of photos and they are all labelled as being taken by/of a hacker, but there has been nothing unusual otherwise."

The problem has been resolved now. Thank you! Cheers, Gil

Hi ESET Team , One of our client created this notification, however at first it is working, but now he said he didn't get any alerts from ESET Inspect Alerts. See the below concern of our client. I’m not sure if I’m supposed to contact you guys or ESET directly, so please get back to me on what is the protocol with this. FYI, the XDR emails for our ESET tenant have stopped being delivered again. I have checked the quarantine in our O365 tenant and nothing is being blocked and we’ve made no changes to our ESET tenant. Can you please take a look? Thanks Do you have any recommendation? Cheers, Gil