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Cousin Vinny

"Your license file does not contain a Username or Password."

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If your machines were affected before 6.6.2072.0 was released, you will have to uninstall the client, and install the new one afterwards. New version is not able to "repair" what was already broken. 

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On 1/10/2018 at 11:19 PM, Marcos said:

If upgrade fails, the installer rolls back to the last installed version. A computer restart is necessary to complete upgrade since running new kernel with old drivers for a longer time can cause various issues.

I understand it's necessary to restart computer after the upgrade.

Regarding the ESET uninstallation and reinstallation, it is ESET developers' responsibility to come up with a right solution to remove the need of having to restart computer to 'Safe Mode with Networking'. Restarting to Safe Mode properly can only be done manually for domain computers. With many business workstations (especially remote computers) to manage, the need to manually restart to Safe Mode is unacceptable. If there's no solution for this, it may be time to look for another antivirus alternative before wasting more time.

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There should be no need to start Windows in safe mode.

First of all, please check if you have a license file license.lf downloaded in C:\ProgramData\ESET\ESET Security\License. Then check the version of the Congiguration module used by ERA Agent C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Modules\em039_64.dat. If you view the file, you should have version 1526.10 installed (released for general public on Jan 25). If these two conditions are fulfilled, simply rebooting the machine should make things work.

image.png

Please let us know about your findings.

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On 2/1/2018 at 11:24 AM, MichalJ said:

If your machines were affected before 6.6.2072.0 was released, you will have to uninstall the client, and install the new one afterwards. New version is not able to "repair" what was already broken. 

By 'uninstall the client' do you mean have to restart to 'Safe Mode with Networking' -> then run the uninstaller? Again, ESET developers have to come up with a right solution to create an uninstaller that doesn't require to run it in Safe Mode.

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15 minutes ago, Marcos said:

There should be no need to start Windows in safe mode.

First of all, please check if you have a license file license.lf downloaded in C:\ProgramData\ESET\ESET Security\License. Then check the version of the Congiguration module used by ERA Agent C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Modules\em039_64.dat. If you view the file, you should have version 1526.10 installed (released for general public on Jan 25). If these two conditions are fulfilled, simply rebooting the machine should make things work.

image.png

Please let us know about your findings.

Again, doesn't matter what the issues are. This is only talking about If it's been concluded that the only solution left is to run the uninstaller in Safe Mode before reinstalling, it is necessary to create a solution to build an uninstaller that doesn't require to be run in Safe Mode.

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2 minutes ago, cmit said:

Again, doesn't matter what the issues are. This is only talking about If it's been concluded that the only solution left is to run the uninstaller in Safe Mode before reinstalling, it is necessary to create a solution to build an uninstaller that doesn't require to be run in Safe Mode.

I didn't tell it's a must to start Windows in safe mode and uninstall Endpoint in order to fix the issue. The issue should be fixed automatically by ERA Agent after a computer restart provided that the two conditions mentioned above are fulfilled. Therefore I asked if a license file exists on a disk and whether the latest version of the Configuration module is installed which should be enough for the issue to be remedied automatically.

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Up until no only safe mode repair to the previous good version has been completely successful for us.  What a time waster.

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