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mogobjah

Web and email protocol filtering is non-functional

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Our customer is currently getting the following error message:

image.png.c54acedcc359c9055580ae0702763b64.png

We upgraded the product from version 9 to the latest version (12.2.23.0). Even tried uninstalling and reinstalling the product from scratch, but the problem persists. Can anyone please help on this?

I've taken ESET Log Collector logs from the endpoint, please let me know if its required, i will send it to you privately. Thanks. 

 

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Please upload logs collected with ESET Log Collector here. Only ESET staff has access to attachments.

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Please try collecting logs again. A lot of logs are missing and the ELC operational log which is always generated by ELC was not included either.

I'd recommend that you carry on as follows:
- install ESET Internet Security and activating a trial version (if you have only an EAV license)
- after activation and update, enable advanced logging under Help and support -> Details for customer care
- reboot the machine
- disable advanced logging
- collect logs with ELC and supply me with the generated archive.

After the issue has been sorted, you can downgrade to ESET NOD32 Antivirus.

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On 8/28/2019 at 5:57 PM, Marcos said:

Please try collecting logs again. A lot of logs are missing and the ESET Log Collector operational log which is always generated by ESET Log Collector was not included either.

I'd recommend that you carry on as follows:
- install ESET Internet Security and activating a trial version (if you have only an EAV license)
- after activation and update, enable advanced logging under Help and support -> Details for customer care
- reboot the machine
- disable advanced logging
- collect logs with ESET Log Collector and supply me with the generated archive.

After the issue has been sorted, you can downgrade to ESET NOD32 Antivirus.

Some updates:

image.png.98b26dfc3e78a58dd6e8117c67c352f0.png

image.thumb.png.a3660dc89376e2741c18781dfb63247b.png

Same set of errors even after installing ESET Internet Security. But managed to collect the logs as per your instructions.

Also, we have received reports that more customers are facing similar issue.   

 

eis_logs.zip Diagnostics folder.rar

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@mogobjah: Please run the following command as an administrator (ie. with elevated admin rights):

sc delete epfwwfpr

Then reboot the machine.

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On 9/1/2019 at 2:32 AM, Marcos said:

@mogobjah: Please run the following command as an administrator (ie. with elevated admin rights):

sc delete epfwwfpr

Then reboot the machine.

Hi @Marcos, i have tried your suggested solution, but the result is still the same. 

image.png.ec175cecbb94ad0d92fabf4037d8a58a.png

image.png.291f725437e5a64157b5178ce9d634b3.png

I have taken another set of logs for you, just in case. Kindly help to see into this problem.

eav_logs.zip

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Are you positive that you have uploaded fresh ELC logs? They were collected on Sept 19 and epfwwfpr driver is still there.

 

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Yes, i'm very sure the log was collected following execution of the command and a system reboot. 

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Please run "sc delete epfwwfpr" followed by "sc query epfwwfpr" and post a screen shot.

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On 9/24/2019 at 6:13 AM, Marcos said:

Please run "sc delete epfwwfpr" followed by "sc query epfwwfpr" and post a screen shot.

Looks like the module reappears every time the PC is rebooted. Please refer below screenshots.

Before reboot:

image.thumb.png.98be33b23fca88995a89389fec312c92.png

 

After reboot:

image.thumb.png.196d99a2041eaee50f386ca05723db18.png

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On 9/27/2019 at 1:06 PM, Marcos said:

Try the following:
- uninstall ESET NOD32 Antivirus
- in safe mode run the Uninstall tool as per https://support.eset.com/kb2289/
- in normal mode install the latest version of EAV from scratch

The given solution worked. Thanks.

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