Gourd 0 Posted February 14, 2019 Share Posted February 14, 2019 Hi we had a customer switch from ESET Nod 32 to ESET Endpoint, when we tried to remove the Nod 32 from their PC it was very difficult. Now after finally removing NOD 32 we were able to install endpoint and 3 of these modules are disabled and there is no way to enable them. 1 Anti-Phishing 2 Web and Email 3 Network attack Any assistance would be much appreciated. Cheers Gordon Link to comment Share on other sites More sharing options...
Administrators Marcos 5,281 Posted February 14, 2019 Administrators Share Posted February 14, 2019 Please carry on as follows: - on the client enable advanced network protection logging in the advanced setup -> tools -> diagnostics - reboot the machine - disable logging - gather logs with ESET Log Collector and provide the generated archive for perusal. Link to comment Share on other sites More sharing options...
Gourd 0 Posted February 15, 2019 Author Share Posted February 15, 2019 Where are the logs located at? Gourd Link to comment Share on other sites More sharing options...
Administrators Marcos 5,281 Posted February 15, 2019 Administrators Share Posted February 15, 2019 ESET Log Collector generates a zip archive with logs in the same folder from which it was run. Link to comment Share on other sites More sharing options...
Gourd 0 Posted February 15, 2019 Author Share Posted February 15, 2019 I just did what you asked and there is no zip file in here C:\ProgramData\ESET\ESET Security There are .dat files in the logs folder and there are .etl files in the Diagnostics folder Please advise Gordon Link to comment Share on other sites More sharing options...
Administrators Marcos 5,281 Posted February 15, 2019 Administrators Share Posted February 15, 2019 Please follow the instructions at https://support.eset.com/kb3466/. Link to comment Share on other sites More sharing options...
Gourd 0 Posted February 15, 2019 Author Share Posted February 15, 2019 Marcos here are the logs please let me know what you find. We have several other PC's that we have had great difficulty removing NOD 32 from. Cheers G eea_logs.zip Link to comment Share on other sites More sharing options...
Administrators Marcos 5,281 Posted February 15, 2019 Administrators Share Posted February 15, 2019 The problem is that both an old and new firewall drivers are running at a time. How many machines with this problem do you have? You mentioned you had difficulties removing ESET NOD32 Antivirus before. Could you elaborate more on that? What error were you getting when attempting to uninstall it prior to installing ESET Endpoint Antivirus? If there are not many PCs affected, I'd suggest: - uninstalling ESET - in safe mode running the Uninstall tool to make sure all drivers and files are completely removed - installing ESET Endpoint Antivirus v7 from scratch. Link to comment Share on other sites More sharing options...
Gourd 0 Posted February 15, 2019 Author Share Posted February 15, 2019 Hey Marcos, so we have currently 3 or 4 PC's that we can't get NOD to remove cleanly. It sometimes will look like its uninstalling and then when you reboot NOD is still running in the system tray. I have gone into safe mode and run the uninstaller and it tells me that there are no installations of ESET but the icon is still in the tray and its still active. I also then removed it from the windows registry and then run the uninstaller and still it tells me that there is nothing to remove and after deleting the registry keys it all looks fine and is gone from the tray but obviously the drivers were not removed. Thats when we installed the End point because it looked like it was finally gone. So this PC had NOD on it and it does not give errors when trying to remove it it just doesn't actually remove it and when I run the uninstall tool both in safe mode and regular mode it tells me that there are no ESET products installed which its still running in the tray until I delete the registry keys and all traces that I can find in prog files and APP data etc. Link to comment Share on other sites More sharing options...
Gourd 0 Posted February 15, 2019 Author Share Posted February 15, 2019 And Marcos, if there is two sets of drivers installed how do I go about removing the ones I dont want / need and how do I identify which is which G Link to comment Share on other sites More sharing options...
Gourd 0 Posted February 19, 2019 Author Share Posted February 19, 2019 Hey Marcos I'm looking for an update. What steps should I take to correct this issue with the drivers? Cheers Gordon Link to comment Share on other sites More sharing options...
ESET Staff MichalJ 434 Posted February 19, 2019 ESET Staff Share Posted February 19, 2019 Hello Gornon, in general, if the upgrade got corrupted, what I would recommend is to use ESET uninstaller in the safe mode, to cleanup the machine and then install it again from scratch. That should help resolving the issue. Link to comment Share on other sites More sharing options...
Administrators Marcos 5,281 Posted February 20, 2019 Administrators Share Posted February 20, 2019 Running "sc delete epfwwfpr" as an administrator should remove the obsolete driver. Should the problem persist, also reinstall Endpoint after deleting the driver. Also if you still have a machine with ESET NOD32 Antivirus installed that you plan to upgrade to Endpoint Antivirus, please gather logs with ESET Log Collector but select all stuff to gather so that we get also a registry dump for analysis. I'd suggest waiting with upgrade a bit until we check the logs for any uncommon patterns, such as non-default install or module location. Link to comment Share on other sites More sharing options...
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