cgoliath 1 Posted September 18, 2020 Share Posted September 18, 2020 (edited) Hello, Suddenly our ESET livgris is not accessible. Edited September 18, 2020 by cgoliath Md Sohan Aktar 1 Link to comment Share on other sites More sharing options...
Administrators Marcos 5,074 Posted September 18, 2020 Administrators Share Posted September 18, 2020 If the machine is behind a firewall or proxy, make sure that access to LiveGrid (and possibly also other) servers listed in https://support.eset.com/en/kb332 is allowed. Also we strongly recommend enabling protocol filtering and HIPS and rebooting the machine. Without that, you're losing protection from new threats to a substantial degree. Link to comment Share on other sites More sharing options...
cgoliath 1 Posted September 18, 2020 Author Share Posted September 18, 2020 HIPS is asking for a password. We have no idea what that is. Also, we never had this error before and have not made any changes to our firewall. When I try to go to one of the urls you have listed for updates I am prompted to enter a username and password. Link to comment Share on other sites More sharing options...
Administrators Marcos 5,074 Posted September 18, 2020 Administrators Share Posted September 18, 2020 Sounds like it's your company's proxy that requires authentication in order to browse the Internet. No authentication is required on ESET's KB pages. If you are prompted to enter a password when opening the advanced setup, password protection must have been enabled. If you don't know the password and you are positive that one is not enforced via a policy, you can uninstall ESET in safe mode using the Uninstall tool as per https://support.eset.com/en/kb2289 and then install it from scratch. Link to comment Share on other sites More sharing options...
cgoliath 1 Posted September 18, 2020 Author Share Posted September 18, 2020 I found the password. I am lost here. Please advise how to move forward. Eset shows updated today but yet it cannot reach the livegrid server! Link to comment Share on other sites More sharing options...
Administrators Marcos 5,074 Posted September 18, 2020 Administrators Share Posted September 18, 2020 As I wrote, if the machine is behind a firewall or proxy, make sure that access to LiveGrid (and possibly also other) servers listed in https://support.eset.com/en/kb332 is allowed. Link to comment Share on other sites More sharing options...
cgoliath 1 Posted September 18, 2020 Author Share Posted September 18, 2020 Thanks Link to comment Share on other sites More sharing options...
cgoliath 1 Posted September 22, 2020 Author Share Posted September 22, 2020 We will need immediate assistance from your customer service. This chatting is unacceptable. Do we neeed to cancel the 200 licenses we pay for? Link to comment Share on other sites More sharing options...
Administrators Marcos 5,074 Posted September 22, 2020 Administrators Share Posted September 22, 2020 First of all, please understand that the purpose of this forum is sharing the knowledge with ESET's staff and other knowledgeable users. It's not meant to be another official support channel. While we do our best to help you resolve issues, contacting your local ESET support and opening a support ticket may be inevitable especially in case of more complex issues when several iterations and exchanging logs is needed. Regarding your issue, neither we here nor customer care representatives know your network infrastructure and can tell what exactly is blocking the communication. The error means that something prevents ESET from accessing its LiveGrid cloud servers. In the KB article https://support.eset.com/en/kb332-ports-and-addresses-required-to-use-your-eset-product-with-a-third-party-firewall there is a list of servers that ESET (ekrn.exe) must be able to access: Hostname IP address h1-c01.eset.com 91.228.166.122 h1-c02.eset.com 91.228.166.123 h1-c03.eset.com 91.228.166.124 h1-c04.eset.com 91.228.166.125 h1-c05.eset.com 91.228.166.126 h1-c01-b.eset.com 91.228.166.45 h1-c02-b.eset.com 91.228.166.46 h1-c03-s.eset.com 91.228.165.43 h1-c04-s.eset.com 91.228.165.44 h1-c06-b.eset.com 91.228.166.52 h3-c01.eset.com 91.228.167.137 h3-c02.eset.com 91.228.167.43 h3-c03.eset.com 91.228.167.76 h3-c04.eset.com 91.228.167.77 h3-c01-b.eset.com 91.228.167.86 h3-c02-b.eset.com 91.228.167.87 h3-c03-b.eset.com 91.228.167.46 h3-c04-b.eset.com 91.228.167.103 h5-c01-b.eset.com, 38-90-226-11.ptr.eset.com 38.90.226.11 h5-c02-b.eset.com, 38-90-226-12.ptr.eset.com 38.90.226.12 h5-c03-b.eset.com, 38-90-226-13.ptr.eset.com 38.90.226.13 h5-c01.eset.com 38.90.226.42 h5-c02.eset.com 38.90.226.43 h5-c03.eset.com 38.90.226.44 Domains used by ESET Live Grid: Hostnames a.cwip.eset.com ae.cwip.eset.com c.cwip.eset.com ce.cwip.eset.com dnsj.e5.sk dnsje.e5.sk i1.cwip.eset.com i1e.cwip.eset.com i3.cwip.eset.com i4.cwip.eset.com i4e.cwip.eset.com u.cwip.eset.com ue.cwip.eset.com c.eset.com a.c.eset.com u.eset.com i1.c.eset.com i3.c.eset.com i4.c.eset.com These IP addresses need to be enabled for HTTP port 80. Also, an access to your local DNS server is required for DNS queries on UDP port 53. Link to comment Share on other sites More sharing options...
itman 1,659 Posted September 22, 2020 Share Posted September 22, 2020 (edited) 1 hour ago, cgoliath said: We will need immediate assistance from your customer service. This chatting is unacceptable. Do we neeed to cancel the 200 licenses we pay for? USA support based in San Diego, CA: For business technical support only, call: +1 (619) 630-2400 6:00am - 5:00pm Pacific Time [GMT-8], Monday - Friday https://www.eset.com/us/about/contact/ Edited September 22, 2020 by itman Link to comment Share on other sites More sharing options...
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