Web and Email protection is non-functional

[N-One 1]

I have been getting an error informing me of the this problem, as highlighted in the screenshot.

I have tried restarting my system and also disabling Mac's new mail privacy protection feature to no avail.

Can anyone please provide me with some insight into what maybe causing the error and suggest how to resolve thanks.

[Marcos 5,259]

Please raise a support ticket and provide logs collected as per https://support.eset.com/en/kb3404.

[N-One 1]

18 hours ago, Marcos said:

Please raise a support ticket and provide logs collected as per https://support.eset.com/en/kb3404.

OK. I've downloaded the log collector tool, which components should I tick (everything appears to be working fine except for the web and email protection feature)

 

 

[Marcos 5,259]

I'd suggest enabling Web access protection + Filtered websites logging as well as packet capturing.

[Chas4 10]

Might try running the installer again and then grant the permissions again for the system extensions also check that the ESET network proxy (in macOS System Preference Network section) is working.

Edited December 9, 2021 by Chas4

[Gerardo Suspes 0]

Dear, cordial greetings.

We request your collaboration, with the identification of the problem presented, there is a macOS Big Sur operating system, using an ESET Endpoint Security product for macOS, we have shown that the Web control is not functional.

With a product in the latest version compatible with macOS versions.

It is generating a notification due to the expiration of the license, conducting tests, we show that when configuring the Web control module and only selecting the category for adults or all.

We also checked the Web access protection module to provide a second option, we noticed that it did not work either.

 

You are not generating the block for this content.

We are aware that we cannot force browsers to clear the cache and that website categorization is determined by getting website content from the internet and that there are no web control rules immediately after a new setting is applied, which it would require clearing the browsers cache and terminating the connections that are already in progress.

 But the browsers' cache was cleared, it restarted, the cache records of the macOS folders were cleared, and processes to clear the caches of the following pages were also evaluated.

https://ayudahosting.online/borrar-cache-macos/ 

https://macpaw.com/es/how-to/clear-dns-cache-on-mac 

 

I am attaching the logCollector and product configuration logs.

In addition to the aforementioned product, ESET Cyper Security Pro for macOS was installed, which happens as is, the configuration was made in the parental module.

I appreciate your collaboration.

customer_info.zip Config.zip

[Marcos 5,259]

Looks like the https port 993 is not in the list of http ports:

 <NODE NAME="ports" TYPE="string" VALUE="80, 8080, 3128" />

Please add it to the list.

[Chas4 10]

46 minutes ago, Gerardo Suspes said:

Dear, cordial greetings.

We request your collaboration, with the identification of the problem presented, there is a macOS Big Sur operating system, using an ESET Endpoint Security product for macOS, we have shown that the Web control is not functional.

With a product in the latest version compatible with macOS versions.

It is generating a notification due to the expiration of the license, conducting tests, we show that when configuring the Web control module and only selecting the category for adults or all.

We also checked the Web access protection module to provide a second option, we noticed that it did not work either.

 

You are not generating the block for this content.

We are aware that we cannot force browsers to clear the cache and that website categorization is determined by getting website content from the internet and that there are no web control rules immediately after a new setting is applied, which it would require clearing the browsers cache and terminating the connections that are already in progress.

 But the browsers' cache was cleared, it restarted, the cache records of the macOS folders were cleared, and processes to clear the caches of the following pages were also evaluated.

https://ayudahosting.online/borrar-cache-macos/ 

https://macpaw.com/es/how-to/clear-dns-cache-on-mac 

 

I am attaching the logCollector and product configuration logs.

In addition to the aforementioned product, ESET Cyper Security Pro for macOS was installed, which happens as is, the configuration was made in the parental module.

I appreciate your collaboration.

customer_info.zipUnavailable Config.zipUnavailable

Any reason you are using the RTM version of macOS Big Sur? (there is about 6GB to 8GB worth of updates to the OS missing) current is macOS 11.6.2 not 11.0.1 (which is the first stable version to the public after the betas)

[Gerardo Suspes 0]

Dear, Kind regards

 

The operating system version update to Monterey is performed

Web control and Web access protection tests are run again.

Continue with the problem.

I appreciate your help

[Marcos 5,259]

As suggested above, please open a support ticket to troubleshoot the issue further.

[caneagle2 0]

The terminal command is not difficult; and gives insight for Toast. This solution was provided by Roxio, however, I have been unable to find the ESET Device control using the full file access and wonder if it exists at this time?

Toast solution.txt

[caneagle2 0]

Error message is your computer is not fully protected.

[Gerardo Suspes 0]

2 hours ago, caneagle2 said:

El mensaje de error indica que su computadora no está completamente protegida.

Estimated,

Maybe this process will help you solve.

https://support.eset.com/en/kb7637-allow-full-disk-access-for-your-eset-product-for-mac

https://support.eset.com/en/kb7636-system-extension

Cordially.

[Gerardo Suspes 0]

9 hours ago, Marcos said:

Como se sugirió anteriormente, abra un ticket de soporte para solucionar más el problema.

Estimated,

 

Thank you very much for your help.

 

Cordially.

[caneagle2 0]

you are welcome!

[caneagle2 0]

56 minutes ago, Gerardo Suspes said:

Estimated,

Maybe this process will help you solve.

https://support.eset.com/en/kb7637-allow-full-disk-access-for-your-eset-product-for-mac

https://support.eset.com/en/kb7636-system-extension

Cordially.

Just like one has to assemble the puzzle to respond, ESET is missing a piece that only they can provide!

[Chas4 10]

Run the ESET installer again and you should get the prompts to allow the system extensions and the proxy.

Edited December 24, 2021 by Chas4

[Gerardo Suspes 0]

On 23/12/2021 at 17:54, Gerardo Suspes said:

Querido, Saludos cordiales

 

Se realiza la actualización de la versión del sistema operativo a Monterey

Se vuelven a ejecutar las pruebas de control web y protección del acceso web.

Continúe con el problema.

Aprecio tu ayuda

Dear, cordial greetings.

 

A problem was found which was not effectively generating the blocking by Web control or by access control to the Web.

The configuration does not bring port 443, which must be set for it to work.

 

Thank you.

Cordially

 

[Marcos 5,259]

12 hours ago, Gerardo Suspes said:

Dear, cordial greetings.

 

A problem was found which was not effectively generating the blocking by Web control or by access control to the Web.

The configuration does not bring port 443, which must be set for it to work.

This is intentional. The product doesn't support SSL filtering. Adding port 443 to the list may cause issues with some https websites, hence it's not in the list by default.

[Gerardo Suspes 0]

5 hours ago, Marcos said:

Esto es intencional. El producto no admite el filtrado SSL. Agregar el puerto 443 a la lista puede causar problemas con algunos sitios web https, por lo que no está en la lista de forma predeterminada.

Dear, cordial greetings.

Thanks for your comments Marcos, I will continue looking for another option to make the Web control work for the moment, this worked, I will continue testing.

[N-One 1]

Just for the sake of an update, in case there have been similar issues - the same thing occurred three times everything else was working fine, just the above error involving web and mail protection - on BOTH my m1 mac and slightly older intel imac.

I even tried re-installing Monterey but to no avail. Then I noticed that on each occasion I re-installed eset, I did so using my local IP everything was working fine until I enabled my favourite system-wide VPN - a decent quality, premium VPN, then somewhere along the lines the same error ended up occurring. Then I tried something different, I re-installed eset with my everyday VPN profile/IP enabled and now, everything has been working absolutely fine ever since on both devices, even when I disable the vpn or use a different vpn configuration file. 

I thought it might have been something to do with enabling mac os's built in mail privacy setting which hides the real IP but I think it's more to do with this system VPN I began using round about the same time Monterey was introduced. 

So everything appears to be sorted but just wanted to post this in case it might be of any interest to anyone who wishes to investigate the technicalities behind why the error occurred after enabling a system vpn post product activation. 

[kazz 0]

On 1/11/2022 at 8:49 AM, N-One said:

 

I even tried re-installing Monterey but to no avail. Then I noticed that on each occasion I re-installed eset, I did so using my local IP everything was working fine until I enabled my favourite system-wide VPN - a decent quality, premium VPN, then somewhere along the lines the same error ended up occurring. Then I tried something different, I re-installed eset with my everyday VPN profile/IP enabled and now, everything has been working absolutely fine ever since on both devices, even when I disable the vpn or use a different vpn configuration file. 

 

Thank you so much for the update on your issue, exactly the same issue I've been having after using my (also decent quality VPN).  I'm  going to try your suggestion right now.