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ESET Support response times
StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
i have already restarted various VM's where v9 was reinstalled because they hung on restart after the upgrade, all start after this reinstallation without problem. One could assume that this is an initial problem immediately after the upgrade Installation. -
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StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
Misterious, how to understand how to behave here. Stay with v9 or go back to v8..... -
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StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
Marcos, how many cases do you have already because of this v9 problem ? Rather less or clearly a tendency upwards ? -
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StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
What we can say for sure is that with "all" v8 updates within the last few months we have not seen this problem. -
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StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
This is quite different. We had a case here that hung directly after starting. After the safe boot we uninstalled ESET and then reassigned with ESET protect. The restart afterwards had been without any problem. That's the main problem, you can't fix this bug to any scheme/behavior. -
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StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
Marcos, I am trying to uninstall ESET in a VM that is in safe mode. his fails because the permissions are not sufficient to delete the service. What can i do here ? PS: No uninstall tool is available -
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StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
What to do where to exclude the MUI extension ? -
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StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
Marcos, So we cloned one of the affected machines and tried to reproduce the issue, but we didn't succeed, sv start without any problems. This calms us down a bit, but the question still remains do we stay with v9? In the meantime, is there any idea what could cause this problem ? What is ESET's official recommendation on this matter ? -
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StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
Marcos, any Update here ? -
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StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
not quite right, we had deactivated them and reactivated them after a successful start. -
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StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
Marcos, Exactly the same problem as here. Only we had not removed the product via F8 in Safe Mode afterwards, but removed the network adapter (VM). After that the VM started. The question is do we stay with v9 or go back to v8. How to make ESET Protect a rollback / downgrade, we do not want to start every single server via F8 in safe mode and then perform a rollback. About missing Ticket, We had successfully sent a test email to this address yesterday afternoon after not receiving a ticket. However, no ticket received, do you see in the logfile of your email server a reject from us ? -
ESET Support response times
StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
because of memory dump. The affected servers are back online, is a dump enough here in this state, because you write in frozen state ? Because if the system hangs at boot time, i can not do a dump. Marcos, I'm still missing the "From address" from your ticket system to determine why we don't get any email from here. -
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StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
To verify this, i need the sender address of the ticket system, as already written by me..... Please answer me this question, for usn it is important how we should behave here. Rolback to version 8 or wait for .. The question also arises, is the problem only present after the first reboot after installation or is there a risk that this can happen again with every reboot with the v9 ? This would then mean a rollback to v8 for at least 75 servers. -
ESET Support response times
StefanSa replied to StefanSa's topic in ESET Products for Windows Servers
Hi / Ahoj, Marcos Thank you for your quick reply. We have double checked everything, but no email from the ESET ticket system. As already described, this has happened many times. Can you please provide us with the sender address so that we can better understand why this is happening. Now to the actual problem. Out of 75 servers, 10% percent were affected, two of which had to be restored. Since one DC and the Windows CA also had massive problems, our business was severely limited. Currently all servers are back online, but have respect to restart them again to not run into the same problem again. When will there be a FIX from ESET in the matter, or what recommendation does ESET give here to deal with this current problem. regards / pozdravy StefanSa Senior IT-Manager -
Hi Support, As a enterprise business customer, we have recently had to realize more and more, that either not at all or with a long delay there is an answer to a reported problem. Very recently with the problem 9012012-server-security -> reboot hang. We reported a problem via WebUI early this morning and have not yet received a ticket number or even a callback. https://www.eset.com/int/support/contact/ * That is suboptimal ! * As a enterprise business customer, we expect "significantly" faster response times than before! Can someone take care of this problem and get back to us ? thx StefanSa Senior IT-Manager