pps 4 Posted January 22, 2019 Share Posted January 22, 2019 Hello, In two different computers I get a black screen with cursor after upgrading to 6.6.2089.2 and restart the computer. I can only login to safe mode. Can you provide me with some steps to troubleshoot this issue with this version? Thanks, Peter Link to comment Share on other sites More sharing options...
Administrators Marcos 5,074 Posted January 22, 2019 Administrators Share Posted January 22, 2019 In safe mode uninstall Endpoint with the Uninstall tool and then install Endpoint v7 from scratch with default settings. Let us know if that helps. Link to comment Share on other sites More sharing options...
pps 4 Posted January 22, 2019 Author Share Posted January 22, 2019 (edited) I used the uninstall tool and then reinstalled 6.6.2089.2 from within the ERA console. This workaround works but it's manageable within small networks. I have around 50 computers with upgraded 6.6.2089.2 with restart pending. PS: I cannot install eset v7 because my ERA is v6 Edited January 22, 2019 by pps edit Link to comment Share on other sites More sharing options...
Administrators Marcos 5,074 Posted January 22, 2019 Administrators Share Posted January 22, 2019 Endpoint v7 can be managed by ERA v6. In order to troubleshoot the issue further, I'd recommend creating a ticket with your local customer care and providing them with: - logs gathered by ESET Log Collector - manually generated complete memory dump from the point when the system freezes. Link to comment Share on other sites More sharing options...
pps 4 Posted January 30, 2019 Author Share Posted January 30, 2019 (edited) Hello Marcos ESET Log Collector is not running in safe mode so I can't gather any of the logs. The program must be run from an administrative account, it will not be able to collect all necessary information if run from a standard account or run in Safe Mode. Thanks, Peter Edited January 30, 2019 by pps edit Link to comment Share on other sites More sharing options...
Administrators Marcos 5,074 Posted January 30, 2019 Administrators Share Posted January 30, 2019 You can run ELC after uninstalling ESET in safe mode. It should be enough to check basic logs and a SysInspector log to start off. In safe mode, it's also possible to edit the registry and configure the system to generate complete memory dumps as per https://support.eset.com/kb380. Link to comment Share on other sites More sharing options...
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