ESET Mail Security for exchange 2007

[hungtt 1]

Hi all,

My customer has a problem with ESET Mail Security for exchange (EMS) below :

Information of server below  :

·        VM on ESXi VMWare : VMware ESXi 5.5.0, 5230635

·        OS server install Exchange 2007:  Windows Server 2008 Enterprise + Service Pack 2

·        Mail Exchange Server 2007 SP3 08.03.0516.000

·        Version VMTool VMWare on server: 10.0.9

Before install EMS version 4.3, everything is ok.

After upgrade ESM 6.4 ( & 6.5), the server is alert error with VMTool log and server reboot 3 times / 1 month.

My customer remove EMS 6.x and install EMS 4.3, no alert about VMTool and server not reboot as before.

As i know, EMS 4.3 will end of life at : Mar 2018.

I need your help, what are logs need collect to open ticket support ?

Thanks.

 

[Peter Randziak 1,181]

Hello  @hungtt

may I ask what is the actual error shown / logged?

The system than crashes or just restart?

Regards, P.R.

[hungtt 1]

Hi P.R, 

The server is rebooted with error VMTool.At now, my customer removed EMS 6.x and this issue not appear.

The customer can not install EMS 6.x again to get error log because their system must online for business.

The customer wants Eset confirm this issue not available for all,  just on his system.

i don’t know if i want open ticket support, the ESET support need log for what?I will request to my customer.

Thanks in advance.

[hungtt 1]

Please help me this.

[Peter Randziak 1,181]

Hello Hungtt,

I'm not aware of such issues so hard so say what could help as the description is a bit vague without the exact error message.

Can the customer clone the VM and do the experiments there is non business critical environment?

Do we have at least the VMtool log?

Regards, P.R.

[hungtt 1]

HI P.R,

This's my log VMWARE.

Thanks in advance.

vmware.rar

[Peter Randziak 1,181]

Hello,

sadly I'm not an VM specialist so I haven't found anything suspicious in the log.

To open the ticket I would start with the detailed description, the VM tool log and output from ESET log collector from the machine, on which the error occurred right after the system restart.

Regards, P.R.

[hungtt 1]

Thanks P.R.