ESET Endpoint Security is installed but not running

[Mauricio Osorio 1]

I have a problem with some computers on my client's network

When i try to install an EMA (Agent) everything works well but when i try to install EES it does not run. It install without any errors, but doesnt run anyway. I have tried to executed manually but does not work either.

Maybe its a malware problem but this answer is not enough for my client. 

How can i solve this issue?.

On this link you can see the installation process and the problem with it: https://youtu.be/aSt5w7xMZvA

Regards.

 

[axlgabo10 0]

Hello Mauricio, apparently you are installing an endpoint version on a server, you need the product eset file security on servers.

links file server:

32 bits:

https://download.eset.com/com/eset/apps/business/efs/windows/latest/efsw_nt32.msi

64 bits:

https://download.eset.com/com/eset/apps/business/efs/windows/latest/efsw_nt64.msi

[Marcos 5,074]

Let's start off by gathering logs with ESET Log Collector. It could be that ekrn.exe and egui.exe processes are running but the gui is not showing up for some reason. You can also check if the eicar test file is detected / blocked.

[Mauricio Osorio 1]

Just now, axlgabo10 said:

Hello Mauricio, apparently you are installing an endpoint version on a server, you need the product eset file security on servers.

links file server:

32 bits:

https://download.eset.com/com/eset/apps/business/efs/windows/latest/efsw_nt32.msi

64 bits:

https://download.eset.com/com/eset/apps/business/efs/windows/latest/efsw_nt64.msi

Thanks for your answer, it isn't a server, that is a skin that my client uses to use!.

[Mauricio Osorio 1]

Just now, Marcos said:

Let's start off by gathering logs with ESET Log Collector. It could be that ekrn.exe and egui.exe processes are running but the gui is not showing up for some reason. You can also check if the eicar test file is detected / blocked.

Thanks Marcos for your answer.

On ESMC you can see this error on that computer: (Attached) (eset product is installed but not running)

I will try to take out the Log Collector and upload it as soon as possible.

Thanks!.

 

[Marcos 5,074]

I'd better check ELC logs since the warning from the ESMC console doesn't ring a bell.

For instructions how to gather ELC logs, please refer to http://support.eset.com/kb3466/.

[Mauricio Osorio 1]

10 hours ago, Marcos said:

I'd better check ESET Log Collector logs since the warning from the ESMC console doesn't ring a bell.

For instructions how to gather ESET Log Collector logs, please refer to hxxp://support.eset.com/kb3466/.

Hi @Marcos,

On the attachment you can see the logcollector. 

Thanks for your help!.

Regards.

ees_logs.zip

Edited March 5, 2019 by Mauricio Osorio
forget to mention my interlocutor

[Mauricio Osorio 1]

Maybe is there some information about this topic?.

Regards.

[Marcos 5,074]

You have Win32/Agent.AABQ trojan and Win32/TrojanDownloader.Agent.DVC trojan running there. The detection was added in Nov 2018 and Jan 2019 respectively. Please run a disk scan with ESET Online Scanner and clean the malware.

Move the following files to a new folder (e.g. c:\esetvir). Next reboot the machine, compress the content of the folder and submit the archive to samples[at]eset.com. Only after you receive a reply delete the content of the folder:

c:\windows\system32\s
c:\windows\system32\p
c:\windows\system32\tasks\DnsCore
c:\windows\system32\tasks\Microsoft\Windows\RegistryCore
c:\windows\system32\tasks\Mysa1
c:\windows\system32\tasks\Mysa2
c:\windows\system32\tasks\Mysa3

Finally try to install ESET from scratch.

[Mauricio Osorio 1]

3 hours ago, Marcos said:

You have Win32/Agent.AABQ trojan and Win32/TrojanDownloader.Agent.DVC trojan running there. The detection was added in Nov 2018 and Jan 2019 respectively. Please run a disk scan with ESET Online Scanner and clean the malware.

Move the following files to a new folder (e.g. c:\esetvir). Next reboot the machine, compress the content of the folder and submit the archive to samples[at]eset.com. Only after you receive a reply delete the content of the folder:

c:\windows\system32\s
c:\windows\system32\p
c:\windows\system32\tasks\DnsCore
c:\windows\system32\tasks\Microsoft\Windows\RegistryCore
c:\windows\system32\tasks\Mysa1
c:\windows\system32\tasks\Mysa2
c:\windows\system32\tasks\Mysa3

Finally try to install ESET from scratch.

Thanks for your answer. 

I'll try and tell you how it's going.