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Server update error ESET Endpoint Encryption Server


jeifabdi
Go to solution Solved by Kstainton,

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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.

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  • ESET Staff
  • Solution
Posted (edited)

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 by Kstainton
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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.

 

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 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?"

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  • ESET Staff
Posted (edited)

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 by Kstainton
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