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Attempted upgrade of ERA failed miserably


ThePrawn
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Trying to upgrade ERA from 6.2 to 6.5.

Followed the online documentation and running the upgrade components task failed (task never started).

Followed the manual component upgrade instructions also failed (ERA web browser error/exception).

Backed up config and SQL DB and removed ERA and started from scratch.

Unable to connect to existing MS SQL database. Removed MS SQL database, setup from scratch. Unable to connect to database. MS Management Studio connects fine.

Currently looking forward to the day this product subscription expires and I never have to touch it again. Worse experience than Symantec EPP back in version 11 days.

Currently trying to install HeidiSQL. Looks home-user orientated.

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Installed MySQL and created the database and get the same error: Unknown database driver or data source name (DSN).

Tried IP/Hostname/localhost

Can connect to the database fine with HeidiSQL.

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  • ESET Staff

Hello,

We are sorry to hear about your unsuccessful migration attempts. Migration scenarios are thoroughly tested, before each release of the product.

How big is your DB? How many clients you have connected?

Due to changes between ERA 6.4 & older, and 6.5, it´s possible that database upgrade process might take a while to complete. Process is initiated after the MSI installation is finished. The only thing to do, is to wait, and do not restart the machine, where ERA server is running (please check the following KB Article: http://support.eset.com/kb6454/).

Also, documentation covers the scenario, when DB upgrade functions did not finished properly: http://help.eset.com/era_install/65/en-US/index.html?crashed_database.htm

If you have a backup, of your working ERA 6.2 installation, I would recommend to re-start the upgrade process. Although not recommended in the kb article (http://support.eset.com/kb6454/) upgrade the ERA Server first, then also replace the web-console content as suggested in the KB. Afterwards, proceed with the upgrades of the ERA agents, on the rest of your infrastructure.

Have you your local customer care, in order to assist you with the migration procedure?

 

Edited by MichalJ
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Hi Michal,

Our database is tiny, currently I'm only covering 8 servers with ESET File Security. The idea was to later expand to protect endpoints too but this won't be happening now. The manual database backup took maybe 30secs and had 7000 rows.

Regarding the component upgrade task - I waited about two hours. The UI gave me no feedback on progress during this time except 'pending'. Not very useful. I saw no activity on the ERA server hinting at upgrade processes.

Since then I have stripped all ESET software from the ERA server box and started from scratch. I removed the MS SQL database. I attempted to install from scratch but the ERA installation fails at the same point mentioned in my previous post. I've tried both MS SQL and MySQL databases with the same error.

I read KB6454 and calling this article a KB is optimistic - it says wait. That's not a KB by my definition.

Since ERA will not install the only option I have left it seems is to either dedicate another server to this function or set the servers to be un-managed and wait out the subscription period.

Finally, I have to mention that UI of the ERA product is awful. Basic functions are convoluted, provides little to no feedback, the status reports offer no detail to issues, it reports issues that don't exist (servers not up to date with definitions when they are) and 'polices' sometimes aren't applied to the targets and when polices are removed the settings remained active on the target. Did ESET do any user acceptance testing at all? Awful.

 

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  • ESET Staff

Any upgrade issues should be handled with ESET customer care, which will be happy to help.

I would comment concerning your last paragraph. From what you have said, you have been using ERA 6.2. This version is more than 2 years old, and since then a major progress was made. We have done several rounds of user-acceptance testing, and we are regularly conducting both usability testing, and tailored customer research, when representatives of our product management / development either visit customers within their premises, or over the teleconference, to discuss their global security context (which products are used / why / how), and also ESET products in particular. I am deeply sorry to hear about your negative experiences. We do value every single customer. During summer, we will commence "EARLY ACCESS PROGRAM" of the cloud-based version of ESET Remote Administrator, where you will not have to take care about any upgrades, as the solution will be fully maintained by ESET. Maybe, that would be the best option for you. In case you will be interested in either research participation, or the EAP, please let us know, I will be happy to assist you.

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