Server update error ESET Endpoint Encryption Server

[jeifabdi 1]

I have version 3.0 of the product, I made a backup and updated to version 3.7, but now I can't access the management console.

 

[Kstainton 42]

Hi @jeifabdi,

Can you acquire the following log and send it to me via a Direct Message please: https://support.eset.com/en/kb7123-eset-encryption-diagnostics-tool

Thank you,

Kieran Stainton

[jeifabdi 1]

That's it, I sent a message to your mailbox. thank you so much

[jeifabdi 1]

Someone gets this error when backing up, the database server is on another server.

[Kstainton 42]

Hi @jeifabdi,

Unfortunately I cannot view your screenshot. However, the EEE Server In-Built Server Backup functionality does not support remotely hosted databases, which is why I assume you are running into issues, thus everything will need backing up manually if you wish to do so.

I would recommend backing up the whole of C:\Program Files (x86)\ESET Endpoint Encryption Server\ and the Master-DB / Organization DBs on your other server that is hosting them.

However, if you ever need to restore these you will need to get in touch with our team as this will require some manual work as this is not an officially supported method of backing up / restoring the EEE Server. 

This is why we strongly recommend that all customers use the EEE Server All-In-One to ensure that everything is installed locally to make this sort of management much easier.

Although, I am currently handling your case via #00739031 so if you have any additional questions please feel free to ask them and I will be happy to answer them there.

Thank you,

Kieran

Edited April 4, 2024 by Kstainton

[jeifabdi 1]

Hi!

thank you for your comments in the forum, I am writing to you through this medium, since I cannot write on the platform https://tsi.eset.com/. As I said yesterday we were able to enter the product administration page, the database is on another server, I will send the customer the recommendations you tell me. I appreciate your help.

 

[Kstainton 42]

I see! No problem at all @jeifabdi. Have a great day.

[jeifabdi 1]

 The customer wants to recreate the scenario where the console is damaged and restore the service on another server. Could you please tell us how to do it following the previous instructions?"

[Kstainton 42]

Hi @jeifabdi,

I am assuming all this is hypothetical and merely so they can check it works. However, due to the fact they are hosting the DB on a remote host, rather than the local host this isn't something we are unable to provide instructions for. Specifically because every environment is different. This is due to the fact having the DB hosted remotely causes the EEE Server Backup functionality to fail as it is not supported, thus they cannot use the EEE Server restore method either.

I can only strongly recommend they backup the aforementioned files and the DB and if they ever have issues whereby the EEE Server is damaged get in touch with us as it will require an ESET Encryption Specialist to restore.

Unfortunately as this is not the official method to backup / restore the EEE Server this sort of restoration requires manual intervention. Which we would be more than willing to do if the customer ever encounters an issue.

Thank you,

Kieran 

Edited April 9, 2024 by Kstainton

[jeifabdi 1]

Thank you for all the help kieran

[Kstainton 42]

Happy to help @jeifabdi

[jeifabdi 1]

Hello 

The customer insists on a remote session with HQ in order to backup his Eset Endpoint Encryption console. 

Would it be possible to schedule a session?

[Kstainton 42]

Hi @jeifabdi,

I am not sure what they quite need assistance with as they are not in a situation whereby they need to restore these files (Due to their EEE Server being completely accessible/usable at this moment in time) and taking a backup of the necessary data should be a simple process.

I will provide more details below just to make it clear what they need to do:

• Go to 'C:\Program Files (x86)\' via File Explorer.
• Zip this the complete folder called 'ESET Endpoint Encryption Server'.

AND

• Using SSMS, access/login to their SQL Instance that is used to host the EEE Server Databases.
• Backup all the relevant Databases by follow this Microsoft KB: https://learn.microsoft.com/en-us/sql/relational-databases/backup-restore/quickstart-backup-restore-database?view=sql-server-ver16&tabs=ssms#take-a-backup

If they still are unable to do this, submit a support ticket (via: https://www.eset.com/int/support/contact/), explain that they need help doing the above as I suggested.

Thank you,

Kieran Stainton

Edited April 22, 2024 by Kstainton