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Eset Server Issue - Could Not Connect to Server


MarcFL
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Many of my clients in Hawaii are having trouble connecting to the Eset Update Server.   Definitions are updating fine.  But Eset checks for program updates are failing with an error:  Could Not Connect to Server. Apparently, Eset uses different servers for definitions and program updates.   Eset, please resolve this issue with your servers servicing Hawaii.  See attached screenshots.  Thank You. 

 

2122009024_CanNotConnect.thumb.jpg.1ea7f6379cde58bb6f2a1769a69d138a.jpg

 

Log.jpg

Edited by MarcFL
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If you are behind a firewall or proxy, make sure that EAV can access repository.eset.com and repositorynocdn.eset.com. Are you able to download http://repositorynocdn.eset.com/prerelease/v1/com/eset/apps/home/security/windows/metadata3.default via a browser?

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Yes, the 7 affected workstations in Hawaii can download a file from hxxp://repositorynocdn.eset.com/prerelease/v1/com/eset/apps/home/security/windows/metadata3.default

This issue started happening spontaneously and I started to receive these alert emails:

12/24/2019 23:41:39 PM - During execution of Update on the computer XXXX-OFFICE, the following event occurred: An error occurred while downloading update files. 

Definitions are updating fine.  But Eset checks for program updates are failing with an error.  Eset doesn't not check for program updates as often, so these errors occurs about once a day.
This started happening around the time of the 13.0.24.0 upgrade.

I submitted a tech support ticket with logs.  If anyone else has this issue or knows a solution, let me know.  Thanks.

Edited by MarcFL
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My ver. 13.0.24 Event log ends at 12/20. Since that time all I have logged are signature definition module updates.

Excluding the update task that runs at system startup, there is only one other scheduled Eset update task. I have set mine to run every 30 minutes. This task will not only download any signature definition module updates but any other module updates if they are available. so I don't know what you mean by:

7 hours ago, MarcFL said:

Eset doesn't not check for program updates as often, so these errors occurs about once a day.

These three modules are usual updated at least once a day; signature definition, rapid response, and antispam. Since the later two do not create separate entries in the Eset Event log, I assume they a bundled with a signature definition module update.

Edited by itman
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If possible, temporarily uninstall EAV and install ESET Internet Security instead so that you can capture network communication logs while troubleshooting the issue. You can activate a 30-day trial license. Besides easier troubleshooting, EIS will also protect your computer from brute-force attacks coming from the Internet and from exploiting possible unpatched vulnerabilities in network protocols too.

With EIS installed, carry on as follows:
- enable advanced logging under Help and suppot -> Details for customer care
- reproduce the issue
- disable logging
- collect logs with ESET Log Collector and upload the generated archive here.

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I've looked through the logs of all 7 computers.  They all show occasional "Update Module" errors from months ago.  Eset Kernel updates are all fine.  This indicates a connectivity issue with Eset Servers.    I believe the cause is Eset servers servicing Hawaii or other connectivity issues with Eset Servers.   There are no other connectivity issues (web browsing, email, apps) - just Eset.  Hopefully it will clear itself and thankfully it's no affecting detection engine and rapid response module updates.  

Waiting for a response from Eset Support.

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5 hours ago, John and Eli said:

Hi, zip 60525. ESET SERVERS NOT REACHABLE.

Uninstalled product, reloaded, cannot activate with license number.

Are you getting an activation error 20002 or 20003 ? Please try running a full disk scan with ESET Online Scanner:
https://www.eset.com/int/home/online-scanner/

If you are behind a firewall, make sure that ekrn can reach activation servers listed in the KB https://support.eset.com/en/ports-and-addresses-required-to-use-your-eset-product-with-a-third-party-firewall

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My issue has resolved itself.  As I surmised it was "Eset servers servicing Hawaii or other connectivity issues with Eset Servers"  

Edited by MarcFL
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