mogobjah 0 Posted August 28, 2019 Share Posted August 28, 2019 Our customer is currently getting the following error message: 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. Link to comment Share on other sites More sharing options...
Administrators Marcos 5,092 Posted August 28, 2019 Administrators Share Posted August 28, 2019 Please upload logs collected with ESET Log Collector here. Only ESET staff has access to attachments. Link to comment Share on other sites More sharing options...
mogobjah 0 Posted August 28, 2019 Author Share Posted August 28, 2019 Hi Marcos. The logs are attached. eav_logs.zip Link to comment Share on other sites More sharing options...
Administrators Marcos 5,092 Posted August 28, 2019 Administrators Share Posted August 28, 2019 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. Link to comment Share on other sites More sharing options...
mogobjah 0 Posted August 30, 2019 Author Share Posted August 30, 2019 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: 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 Link to comment Share on other sites More sharing options...
Administrators Marcos 5,092 Posted August 31, 2019 Administrators Share Posted August 31, 2019 @mogobjah: Please run the following command as an administrator (ie. with elevated admin rights): sc delete epfwwfpr Then reboot the machine. Link to comment Share on other sites More sharing options...
Administrators Marcos 5,092 Posted September 4, 2019 Administrators Share Posted September 4, 2019 @Ali Akbar, I've moved your posts here since it's a different issue that the one being discussed in this topic: https://forum.eset.com/topic/20722-problem-with-web-and-email-protocol-filtering/ Link to comment Share on other sites More sharing options...
mogobjah 0 Posted September 23, 2019 Author Share Posted September 23, 2019 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. I have taken another set of logs for you, just in case. Kindly help to see into this problem. eav_logs.zip Link to comment Share on other sites More sharing options...
Administrators Marcos 5,092 Posted September 23, 2019 Administrators Share Posted September 23, 2019 Are you positive that you have uploaded fresh ELC logs? They were collected on Sept 19 and epfwwfpr driver is still there. Link to comment Share on other sites More sharing options...
mogobjah 0 Posted September 23, 2019 Author Share Posted September 23, 2019 Yes, i'm very sure the log was collected following execution of the command and a system reboot. Link to comment Share on other sites More sharing options...
Administrators Marcos 5,092 Posted September 23, 2019 Administrators Share Posted September 23, 2019 Please run "sc delete epfwwfpr" followed by "sc query epfwwfpr" and post a screen shot. Link to comment Share on other sites More sharing options...
mogobjah 0 Posted September 27, 2019 Author Share Posted September 27, 2019 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: After reboot: Link to comment Share on other sites More sharing options...
Administrators Marcos 5,092 Posted September 27, 2019 Administrators Share Posted September 27, 2019 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 Link to comment Share on other sites More sharing options...
mogobjah 0 Posted October 10, 2019 Author Share Posted October 10, 2019 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. Link to comment Share on other sites More sharing options...
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