ESET PROTECT Cloud: unable to create an installer

[bouke 1]

Dear ESET,

Normally I absolutely like your product and adore ESET... but I am a bit disgruntled with ESET PROTECT Cloud and ESET at the moment. Please fasten your seat belts - because I am a bit in rant mode. Sorry.

First we did notice that our installers weren't valid anymore. And now we can't create a simple installer anymore? Added to this: I did log a ticket at https://klantenservice.eset.nl/nl and now I can't find the ticket no under my profile? Another thing is that some of our servers en workstations did loose their activation some time ago... that seems to be fixed... but man... why are these issues happening to us? When I call ESET they want me to run a log collector. When I reply I don't feel it's right doing that the reply is that it has to happen first. What is going on ESET? Not much into delivering excellent service anymore?

Apologies for the rant... I am hoping ESET still wants to work with me to fix this issue. Thanks.

So now that's off my chest... here's the problem.

I am trying to create a simple installer. I did select the license en next I would like to select the product. Then the following happens.

Something went wrong...
An unexpected error has occurred.
You can either reload the application (recommended)
or ignore the error and continue in your work (keep in mind that this might bring the application into an inconsistent state).

If this problem persists, please contact ESET Technical Support with the error description below.

Error description:

*version : EPC9.1.85.0*
*locale : en_US*
*user.agent : Mozilla/5.0 (X11; Linux x86_64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/97.0.4692.71 Safari/537.36 (safari)*
*document : https://eu02.protect.eset.com/era/webconsole/072725C10C0DB6841B7CA8A7F0A9D74D.cache.html*
*url: https://eu02.protect.eset.com/era/webconsole/#id=INSTALLERS:id=LIVE_INSTALLER_WIZARD_REACT;liveinstallerparams=0deffef2-a5f2-4a66-9f5c-bbc7f7a961ea*
        
*error: *
An uncaught exception has occurred! (" "TypeError: Cannot read properties of undefined (reading 'keys') ")
@     at M (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:161:284487) @
@     at P (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:161:284619) @
@     at B (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:161:284689) @
@     at U (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:161:285374) @
@     at qo (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:185:57930) @
@     at Ac (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:185:104104) @
@     at su (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:185:96652) @
@     at cu (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:185:96577) @
@     at $c (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:185:93607) @
@     at https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:185:45314 @
@     at t.unstable_runWithPriority (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:193:3364) @
@     at zi (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:185:45023) @
@     at Yi (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:185:45259) @
@     at Hi (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:185:45194) @
@     at M (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:185:114278) @
@     at Zt (https://eu02.protect.eset.com/era/webconsole/static/js/main.7daa98ed.cache.js:185:22724)" @ 

 

[bouke 1]

It's still not fixed but ticket is in progress...

[Peter Randziak 1,130]

Hello @bouke,

thank you for the feedback.

On 2/6/2022 at 4:20 PM, bouke said:

Added to this: I did log a ticket at https://klantenservice.eset.nl/nl and now I can't find the ticket no under my profile?

We will check this with the NL support team.

On 2/6/2022 at 4:20 PM, bouke said:

Another thing is that some of our servers en workstations did loose their activation some time ago... that seems to be fixed... but man... why are these issues happening to us?

Sorry to hear that, I assume it was cause by some issue in the licensing systems. Not sure if it was reported and checked, but for sure we would like to hear of such so we can check it with the teams responsible to fix them, find root cause and adjust our systems if needed.

On 2/6/2022 at 4:20 PM, bouke said:

When I call ESET they want me to run a log collector. When I reply I don't feel it's right doing that the reply is that it has to happen first. What is going on ESET?

The Log collector is a tool that helps the support agents a lot as it gathers lot of data and logs to check.

On 2/6/2022 at 4:20 PM, bouke said:

What is going on ESET? Not much into delivering excellent service anymore?

We do our best to provide services of high quality and based on my experience (I communicate with TechSupport staff from ESET partners quite a lot), the NL team is really experienced, professional and willing to help.

23 hours ago, bouke said:

It's still not fixed but ticket is in progress...

I assume this will require a developer level support, so it may take some time to analyze the issue... 

 

We apologize for the inconvenience caused, hoping that the issues reported will be fixed soon.

Peter

[bouke 1]

This has been resolved by ESET. Thanks. 

[Peter Randziak 1,130]

Hello @bouke,

glad to hear that, thank you for keeping us posted.

Peter