TomFace 539 Posted March 13, 2019 Share Posted March 13, 2019 (edited) I had to uninstall/re-install EIS related to https://forum.eset.com/topic/18856-missing-scan-logs/ I did use the uninstall tool. After doing so, I went into advanced settings to change one or two things and established a new password to protect my settings (https://support.eset.com/kb2782/) . To my surprise, after entering the new PW (very carefully), EIS did not recognize the new PW. So I requested a verification code via Restore Password. Upon receiving the verification code, I copied and pasted it within 2 minutes. It came back as saying the code was invalid or outdated. I then tried it again (and again) and got the same result both times. As EIS was locked down, as far as setting were concerned, I had to uninstall via the uninstall tool AGAIN (after communicating with ESET Support/USA). My question is does an issue/bug exist with the password protect settings? Is anyone else having the same trouble? Why the verification codes did not work is also a mystery, but I guess Support is aware of that. Regards, Tom Edited March 13, 2019 by TomFace Link to comment Share on other sites More sharing options...
Administrators Marcos 5,277 Posted March 13, 2019 Administrators Share Posted March 13, 2019 None that I'm aware of. I will ask colleagues tomorrow so until then I'd suggest raising a support ticket for customer care so that the case is properly dealt with and tracked. Link to comment Share on other sites More sharing options...
TomFace 539 Posted March 13, 2019 Author Share Posted March 13, 2019 (edited) I did open a ticket w/ESET Support/USA and will PM you the details (so as to stay within Forum rules). Regards, Tom Edited March 13, 2019 by TomFace Link to comment Share on other sites More sharing options...
Administrators Marcos 5,277 Posted March 14, 2019 Administrators Share Posted March 14, 2019 Did you initially set a password that you later forgot and wanted to change it? Or you were prompted for a password despite none had been set before? Do you see information about installed modules in the Update pane? Link to comment Share on other sites More sharing options...
TomFace 539 Posted March 14, 2019 Author Share Posted March 14, 2019 (edited) Due to another issue (see https://forum.eset.com/topic/18856-missing-scan-logs/ ) as a last resort, I uninstalled (normally) and then ran the ESET Uninstaller tool (to clear any leftovers). So (I believe) any stored PW would have been wiped clean. I also tried the old PW to no avail. As all settings were locked up after the 1st Uninstall (with the locked PW), I had to run the Uninstall tool a 2nd time (could not do a normal uninstall as the PW was messed up) and then did a clean install of EIS v12.1.31.0. Here are my installed modules: Detection Engine: 19026 (20190314) Rapid Response module: 13860 (20190314) Update module: 1014 (20180123) Antivirus and antispyware scanner module: 1549.1 (20190313) Advanced heuristics module: 1192 (20190204) Archive support module: 1284 (20190215) Cleaner module: 1183 (20190305) Anti-Stealth support module: 1148 (20190211) Firewall module: 1386 (20181217) ESET SysInspector module: 1275 (20181220) Translation support module: 1731 (20190225) HIPS support module: 1347 (20190226) Internet protection module: 1360 (20190226) Web content filter module: 1067 (20181109) Advanced antispam module: 7788 (20190228) Database module: 1103 (20180629) Configuration module (33): 1734 (20190124) LiveGrid communication module: 1052 (20190122) Specialized cleaner module: 1012 (20160405) Banking & payment protection module: 1146 (20190301) Rootkit detection and cleaning module: 1019 (20170825) Network protection module: 1679.1 (20181127) Router vulnerability scanner module: 1060 (20190306) Script scanner module: 1049 (20190305) Connected Home Network module: 1021 (20180907) Cryptographic protocol support module: 1028 (20180626) Databases for advanced antispam module: 2365 (20190314) Edited March 14, 2019 by TomFace Grammar correction Link to comment Share on other sites More sharing options...
itman 1,749 Posted March 14, 2019 Share Posted March 14, 2019 1 hour ago, TomFace said: then ran the ESET Uninstaller tool Did you run it in safe mode? Link to comment Share on other sites More sharing options...
TomFace 539 Posted March 14, 2019 Author Share Posted March 14, 2019 3 hours ago, itman said: Did you run it in safe mode? Of course....per https://support.eset.com/kb2289/ that's the way it is done. Regards, Tom Link to comment Share on other sites More sharing options...
itman 1,749 Posted March 14, 2019 Share Posted March 14, 2019 (edited) 5 hours ago, TomFace said: had to run the Uninstall tool a 2nd time (could not do a normal uninstall as the PW was messed up) and then did a clean install of EIS v12.1.31.0. So is everything now straightened out password wise? Edited March 14, 2019 by itman Link to comment Share on other sites More sharing options...
TomFace 539 Posted March 14, 2019 Author Share Posted March 14, 2019 (edited) 4 hours ago, itman said: So is everything now straightened out password wise? I do not know as I have not attempted to enter a new PW. Regards, Tom Edited March 15, 2019 by TomFace Link to comment Share on other sites More sharing options...
TomFace 539 Posted April 14, 2019 Author Share Posted April 14, 2019 I finally got around to entering a new password and (so far) all seems OK. Regards, Tom Link to comment Share on other sites More sharing options...
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