Error when trying to upgrade from ESET Server Security 9.0.12013.0 to 9.0.12017.0

[serbiede 0]

I am trying to update several Windows Server 2016 / 2019 / 2022 servers in Spanish, from version 9.0.12013.0 to version 9.0.12017.0. I have tried to do it from ESET Protect Console 10.0, and the task failed.

Later I tried to do it manually, but it gave me an error during the installation.

Finally, I tried to uninstall the product, to later install the new version, and I get an error when trying to uninstall. Does not allow me. I was looking at several KBs, and really the manual uninstall option (entering Safe Mode) is not an option, since they are production servers.

Please if you can give me some suggestions, on how I could fix it.

[Marcos 5,271]

Please provide logs collected with ESET Log Collector. If standard uninstallation fails, you can run the ESET Uninstall tool in safe mode.

[serbiede 0]

Logs collected attached.

The problem with "run the ESET Uninstall tool in safe mode." that it is not possible, because the Servers are in production.

Thanks.

Attached file 1 of 2

efsw_logs.zip

[serbiede 0]

Attached file 2 of 2

efsw_logs(1).zip

[Marcos 5,271]

No installation log was generated. Please follow the instructions at https://support.eset.com/en/kb406 to generate and install log and provide it for perusal.

[serbiede 0]

The Logs are attached. The file setupapi.app.log was no present in the C:\Windows\INF\ folder.

efsw_install_logs.zip

[Marcos 5,271]

Error: Failed to access database: C:\ProgramData\ESET\ESET Security\Installer\fix_norepair.mst

Please create also a Procmon log from a failed upgrade. Did you try to reboot the server? A restart will be needed after upgrade anyways. You said you can't boot to safe mode because it's a production server. However, software upgrades should be performed during maintenance windows.

[serbiede 0]

Marcos, file procmon.log attached. I have this same issue in 8 Servers, there are all in production. The server wich I'm working right now to extract the Logs is our Windows Storage Server 2016, that we use for Backup retention. And, yes, I restart the server before posting here.

efsw_install_procmon_logs.zip

[serbiede 0]

Here are the Procmon boot Logs.

efsw_install_procmon_boot_logs.zip

[serbiede 0]

Any update?

It is not critical right now, but...

[Marcos 5,271]

For some reason C:\ProgramData\ESET\ESET Security\Installer\fix_norepair.mst is missing.

Please delete HKCR\Installer\Products\6C04EBCFB22F95A4D9FCFB61648B9B1A\Transforms and try again.

[serbiede 0]

Great!

Problem solved, thank you very much!