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Posted (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 It came back as saying the code was invalid or outdated.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 by TomFace

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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.

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Posted (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 by TomFace

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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?

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Posted (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 by TomFace
Grammar correction

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1 hour ago, TomFace said:

then ran the ESET Uninstaller tool

Did you run it in safe mode?

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Posted (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 by itman

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Posted (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 by TomFace

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