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Module update failed and Could not connect to server


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Hi ESET Team,

 

See the below screenshots for your reference :

image.thumb.png.e8d0762c60160e09f599683a571cbe10.png

 

image.thumb.png.7c8321fe6f729c216593f1b222c5303f.png

 

And see the below actions that we have taken

#1 We tried to clear the cache on the ESET Program - but problem exist 
#2 We tried to change the update option to 'Do not proxy and hit update. - Problem exist 
#3 We Create an All in one installer and uninstall the existing ESET Endpoint product but problem still exist
#4 We tried to install the stand-alone installer of ESET Endpoint Security, it was successful installation and to connect the device we create an ESET Management Agent using ESET Protect and ran it on the affected device, but an error occurred: the Application failed 
#4 We activated the product using manual input of the licence key; it was successful, but when it's the time for updating the virus signature an error occur 'Module update failed and Product updat failed

Note : There's no problem with the internet connection since during the remote session - the internet speed would be 54 mbps

We tried to ping update.eset.com - but there's no blocking as per checking 

When we ran the ESET Management agent installer, it said, - Application failed

Can you help us to resolve this issue?

 

 

 

image.png

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Please make sure that ESET is configured to connect directly to the Internet to rule out problems with the proxy.

Should the problem persist, please carry on as follows:

  1. Enable advanced logging under Help and support -> Technical support
  2. Run update to reproduce the issue
  3. Stop logging
  4. Collect logs with ESET Log Collector and upload the generated archive here.
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Thank you ESET Team, for helping us This site is very helpful for us :)

I will send you the logs here, once we get them from our client.

 

Cheers, 

Gil

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Hi ESET Team, 

NOTE: This is a different client but same problem, i already collected the logs from this clients machine and we do the same troubleshooting but it didn't work. See the attached file for your reference

Cheers, 

Gol

eav_logs.zip

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I'm confused now. The above screnshot is from ESET Endpoint Security but the logs were taken from ESET NOD32 Antivirus. Please clarify.

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For ESET Nod32 - this a different client - do i need to post ? for this client? 

They have the same problem marcos

 

Cheers,

Gil

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To clarify:

For ESET Nod32 - this is a different client but the same error and issue. Do - do i need to post ? for this client?  This is the case number : #00729727 

For the ESET Endpoint security, - still waiting for the logs from our client : Ticket number: CASE_00729049

Cheers, 

Gil 

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Hi ESET Team, 

 

I've got the logs from ESET Endpoint Security with the case number CASE_00729049

See the attached file for your reference

 

Cheers,

Gil

ees_logs.zip

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ESET NOD32 Antivirus is the only product that doesn't contain network protection and thus doesn't generate a pcap with network traffic either. In that case a pcap log needs to be created with Wireshark.

There seems to be a weird communication problem on both machines since even the download of a stand-alone ESET SysInspector by ESET Log Collector was failing:

[12:31:29.337] Downloading ESET SysInspector from https://go.eset.com/esi?platform=x64 to C:\Users\xxxxx\Downloads\SysInspector.exe...
[12:31:40.386] ERROR: ESET SysInspector download failed (If the problem persists, please download the ESET SysInspector manually and place it to the same location as ESET Log Collector.)

Are the users able to download it in a browser from the above link?

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Hi Marcos,

Yes, we are able to download the ESET Log Collector using a browser, i will inform our client about the above information. 

 

 For ESET Endpoint Security with the case number CASE_00729049 - can you also analyse the logs? I already sent the logs above.

 

Cheers, 

Gil

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Hi Marcos, 

ESET NOD32 Antivirus - See the attached file. You are correct It's weird because when i was trying to collect the logs using ESET Log Collector this error appeared. i followed your instructions. You can check it now

Additional information:

1. We've tried to use Hotspot, but still have exist 

2.  2 devices are now affected by the issue. 

If you need any furtuer logs just let me know

image.png.9ad9ce4de2d37fa9cd5fdc53ce92092a.png

ESET LOGS.zip

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7 hours ago, Microbe said:

ESET NOD32 Antivirus - See the attached file. You are correct It's weird because when i was trying to collect the logs using ESET Log Collector this error appeared. i followed your instructions. You can check it now

Additional information:

1. We've tried to use Hotspot, but still have exist 

2.  2 devices are now affected by the issue. 

If you need any furtuer logs just let me know

Was the computer connected only through a cable? Logging was enabled for 3 seconds and 99% of the communication was via UDP:

image.png

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It is connected with the wifi, can you help me what will be the next steps or what should i recommended to our client . 

 

Cheers, 

Gil

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