Cannot login after updating

[Timotheus 1]

This morning I did a routine update of ESMC at the Web Console. Now when I try to login I get the message:

Login failed: Connection has failed with state "loginConnectionStateNotConnected"

I also see

esmc systemd[1]: eraserver.service: Failed with result 'exit-code'.

in /var/log/messages.

Packages updated are:

esmc systemd[1]: eraserver.service: Failed with result 'exit-code'.
Extra Packages for Enterprise Linux 9 openh264
MySQL 8.0 Community Server
MySQL Connectors Community
MySQL Tools Community
Rocky Linux 9 - BaseOS
Rocky Linux 9 - AppStream
Rocky Linux 9 - AppStream
Rocky Linux 9 - CRB
Rocky Linux 9 - Extras
Webmin - noarch

How can I fix this?

[MarkusM 0]

Hello,

i have the same problem after update Rocky Linux this morning.

[mpros 0]

Hello, i have the same issue. It's possible to start the eraserver manually but the database connection failed: /var/log/eset/RemoteAdministrator/Server/trace.log

2024-04-30 08:52:43 Information: Kernel [Thread 7f8d8b296800]: Unloading module: CUpdatesModule
2024-04-30 08:52:43 Information: Kernel [Thread 7f8d8b296800]: Unloading module: CTranslatorModule
2024-04-30 08:52:43 Error: Service [Thread 7f8d8b296800]: Service run-time failed with: std::exception
2024-04-30 09:12:27 Information: [Thread 7fe4a7a65800]: Loading ESET modules from /var/opt/eset/RemoteAdministrator/Server/Modules/
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Local time is 2024-04-30 11:12:28
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: InstallConfiguration: ProductLine: era
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: InstallConfiguration: ProductVersion: 11.0.215.0
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: InstallConfiguration: Locale: de_DE
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: InstallConfiguration: ProductInstanceID: 417dd4cc-23a0-43ba-803e-98d0b6575f33
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: InstallConfiguration: ProgramDataDirectory: /var/opt/eset/RemoteAdministrator/Server/
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: InstallConfiguration: ProductConfigurationDirectory: /etc/opt/eset/RemoteAdministrator/Server/
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: InstallConfiguration: ProgramLogsDirectory: /var/log/eset/RemoteAdministrator/Server/
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: InstallConfiguration: TempDirectory: /tmp/
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: InstallConfiguration: ProgramLibraryDirectory: /opt/eset/RemoteAdministrator/Server/
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: InstallConfiguration: ProgramEsetUpdatableModulesDirectory: /var/opt/eset/RemoteAdministrator/Server/Modules/
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: InstallConfiguration: CrashDumpsDirectory: /var/opt/eset/RemoteAdministrator/Server/Dumps/
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Hardware Fingerprint: 0100CEB4-D3EE-E6F7-04C5-5C8CC53F9BF7
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Loaded ESET modules: 1=1085,18=2004,10=1283,46=1082,25=1137,40=2116.1
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Used memory before loaded module libraries is 53068 KB
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Loading module library NetworkGrpc
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Loaded module library NetworkGrpc (used 3376 KB)
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Loading module library Network
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Loaded module library Network (used 2748 KB)
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Loading of modules took 2 milliseconds
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Used memory before modules load and initialization is 59192 KB
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Initializing module CTranslatorModule
2024-04-30 09:12:28 Information: CTranslatorModule [Thread 7fe4a7a65800]: Registering translator resource
2024-04-30 09:12:28 Information: CTranslatorModule [Thread 7fe4a7a65800]: Module successfully initialized
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Initialized module CTranslatorModule (used 2456 KB) initialization took 0 milliseconds
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Initializing module CUpdatesModule
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Initialized module CUpdatesModule (used 2396 KB) initialization took 0 milliseconds
2024-04-30 09:12:28 Information: Kernel [Thread 7fe4a7a65800]: Initializing module CDatabaseModule
2024-04-30 09:12:28 Information: CDatabaseModule [Thread 7fe4a7a65800]: Startup configuration builder builds successfully ...
2024-04-30 09:12:28 Error: CDatabaseModule [Thread 7fe4a7a65800]: Probing database connection failed. Next connection attempt will be in 10 seconds. 11 more attempts will be made. The database access layer reported: [unixODBC][Driver Manager]Can't open lib 'MySQL ODBC 8.3 Unicode Driver' : file not found (0)
2024-04-30 09:12:38 Error: CDatabaseModule [Thread 7fe4a7a65800]: Probing database connection failed. Next connection attempt will be in 10 seconds. 10 more attempts will be made. The database access layer reported: [unixODBC][Driver Manager]Can't open lib 'MySQL ODBC 8.3 Unicode Driver' : file not found (0)
 

[Pan Bambaryla 3]

This is probably related to MySql database upgrade from version 8.3 to 8.4 in Rocky Linux virtual appliance. Look at my post - I have the same problem and posted some info from logs.

[mpros 0]

Edit to my previous post:
I did a rollback of the installed update and the eraserver starts normally:

Connect via ssh and view the last update: yum history

ID     | Command line                                                                                                                 | Date and time    | Action(s)      | Altered
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
    29 | update -y                                                                                                                    | 2024-04-30 10:27 | Upgrade        |    7 EE

In my case it is #29: yum history undo 29

Last metadata expiration check: 0:14:11 ago on Tue 30 Apr 2024 11:01:31 AM CEST.
Dependencies resolved.
===================================================================================================================================================================================
 Package                                               Architecture                  Version                               Repository                                         Size
===================================================================================================================================================================================
Downgrading:
 mysql-community-client                                x86_64                        8.0.36-1.el9                          mysql80-community                                 3.4 M
 mysql-community-client-plugins                        x86_64                        8.0.36-1.el9                          mysql80-community                                 1.4 M
 mysql-community-common                                x86_64                        8.0.36-1.el9                          mysql80-community                                 556 k
 mysql-community-icu-data-files                        x86_64                        8.0.36-1.el9                          mysql80-community                                 2.3 M
 mysql-community-libs                                  x86_64                        8.0.36-1.el9                          mysql80-community                                 1.4 M
 mysql-community-server                                x86_64                        8.0.36-1.el9                          mysql80-community                                  49 M
 mysql-connector-odbc                                  x86_64                        8.3.0-1.el9                           mysql-connectors-community                        2.0 M

Finally reboot the appliance

[Timotheus 1]

Hello Pan,

I suspect you are correct. But you listed various options. I was hoping for confirmation from someone else.

Could you say which helped you and exactly how you implemented it?

Thanks

[TN LMG 8]

This sounds very similar to the issues I've been asking about here https://forum.eset.com/topic/40471-migrated-va-to-rocky-linux-but-cannot-create-new-client-task/ and have reported in a Support Case (#00750793) last week (24th April). I'm 5 messages in so far and they seem unwilling or unable to test for the bug.

In my case at least, the problem appears to be that the ESET PROTECT Server service is not running. In Webmin, it is no longer available in the System > Bootup and Shutdown list after the ESET PROTECT Components Upgrade task is run.

Rolling back to a backup was my only way to get things running again.

 

[TN LMG 8]

Just tested and the MySQL issue Pan reported is different to mine, but I just tried the update for MySQL and this also borked my production server. Rolling back again. This has been a very Rocky road so far!

[Opapa 2]

I had the same issue ("loginConnectionStateNotConnected" ) this morning. It refers to the mysql-connector-odbc update from last night.

(older article: [KB6760] Cannot connect to the Web Console after Linux MySQL update ESET Remote Administrator (6.x)  )

I decided to make "yum rollback" as described below. (and afterwards made a versionlock for mysql-connector-odbc*)

(cmp. How to use yum history to roll back an update in Red Hat Enterprise Linux 6 and later? - Red Hat Customer Portal )

Now it works again. Make sure that you have a backup ;)...

Edited April 30 by Opapa

[Timotheus 1]

The above posts were very helpful. For some reason the yum rollback command did not do what it should. I ended up using this:

 yum downgrade mysql-connector-odbc
Last metadata expiration check: 1:11:11 ago on Tue 30 Apr 2024 12:57:24 PM CEST.
Dependencies resolved.
====================================================================================================================
 Package                        Architecture     Version                 Repository                            Size
====================================================================================================================
Downgrading:
 mysql-connector-odbc           x86_64           8.3.0-1.el9             mysql-connectors-community           2.0 M

Transaction Summary
====================================================================================================================
Downgrade  1 Package

Total download size: 2.0 M
Is this ok [y/N]: y
Downloading Packages:
mysql-connector-odbc-8.3.0-1.el9.x86_64.rpm                                         1.6 MB/s | 2.0 MB     00:01
--------------------------------------------------------------------------------------------------------------------
Total                                                                               1.6 MB/s | 2.0 MB     00:01
Running transaction check
Transaction check succeeded.
Running transaction test
Transaction test succeeded.
Running transaction
  Preparing        :                                                                                            1/1
  Downgrading      : mysql-connector-odbc-8.3.0-1.el9.x86_64                                                    1/2
  Running scriptlet: mysql-connector-odbc-8.3.0-1.el9.x86_64                                                    1/2
Success: Usage count is 1
Success: Usage count is 1

  Running scriptlet: mysql-connector-odbc-8.4.0-1.el9.x86_64                                                    2/2
Success: Usage count is 0
Success: Usage count is 0

  Cleanup          : mysql-connector-odbc-8.4.0-1.el9.x86_64                                                    2/2
  Running scriptlet: mysql-connector-odbc-8.4.0-1.el9.x86_64                                                    2/2
  Verifying        : mysql-connector-odbc-8.3.0-1.el9.x86_64                                                    1/2
  Verifying        : mysql-connector-odbc-8.4.0-1.el9.x86_64                                                    2/2

Downgraded:
  mysql-connector-odbc-8.3.0-1.el9.x86_64

Complete!

As mpros wrote, everything was good after a reboot.

[JimChev3 9]

1 hour ago, Opapa said:

I had the same issue ("loginConnectionStateNotConnected" ) this morning. It refers to the mysql-connector-odbc update from last night.

(older article: [KB6760] Cannot connect to the Web Console after Linux MySQL update ESET Remote Administrator (6.x)  )

I decided to make "yum rollback" as described below. (and afterwards made a versionlock for mysql-connector-odbc*)

(cmp. How to use yum history to roll back an update in Red Hat Enterprise Linux 6 and later? - Red Hat Customer Portal )

Now it works again. Make sure that you have a backup ;)...

Just adding some additional instructions for anyone that doesn't already know yum and versionlock (like me!) since versionlocking will be key to being able to install other updates until this is resolved by ESET.

When I tried to follow Opapa's instructions on versionlocking the odbc connector, my first attempt was issuing a "yum versionlock mysql-connector-odbc*" command which failed because versionlock is apparently a plugin for yum that isn't installed by default. While looking for the syntax to install, I came across instructions on editing the yum.conf file (which is located in the etc folder) directly so I chose to do that. The file can be found and edited through Tools, File Manager within Webmin and all you need to do is add the line:

    exclude mysql-connector-odbc*

After a bit, the rest of the updates showed up again in the web console, I installed them as usual and everything kept working afterwards.

Has anyone seen any acknowledgement of the problem from ESET yet? It seems pretty easy to reproduce, although it can take some time as my Rocky-based appliance ran for days and this is my second update via console before it happened to me.
 

[Pan Bambaryla 3]

Small correction to your post:

after this exclude in Rocky 9 you've got an error:

yum update
Config error: Parsing file "/etc/dnf/dnf.conf" failed: Parsing file '/etc/dnf/dnf.conf' failed: IniParser: Missing '=' at line 9

it should be with "=" like:

exclude = mysql-connector-odbc*

Edited April 30 by Pan Bambaryla

[JimChev3 9]

4 minutes ago, Pan Bambaryla said:

Small correction to your post:

after this exclude in Rocky 9 you've got an error:

yum update
Config error: Parsing file "/etc/dnf/dnf.conf" failed: Parsing file '/etc/dnf/dnf.conf' failed: IniParser: Missing '=' at line 9

it should be with "=" like:

exclude = mysql-connector-odbc*

You are correct, thanks for correcting it! I'd do so in my post but the option to edit isn't there anymore.

[Marcos 5,235]

We are in the process of preparing a KB with instructions how to address login issues caused by PROTECT server restarts under heavy server load:

1. stop the PROTECT Server service

systemctl stop eraserver

• check if the service has been stopped

systemctl status eraserver

2. install the MariaDB ODBC driver

yum install mariadb-connector-odbc

• check if the driver has been correctly installed

  yum list installed | grep mariadb
  mariadb-connector-c.x86_64                3.2.6-1.el9_0                       @appstream
  mariadb-connector-odbc.x86_64             3.1.12-3.el9                        @appstream
  

3. check the alias of the ODBC driver and search for the following section:

less /etc/odbcinst.ini

[MariaDB]
Description=ODBC for MariaDB
Driver=/usr/lib/libmaodbc.so
Driver64=/usr/lib64/libmaodbc.so
FileUsage=1

• verify if such file is present

ls -la /usr/lib64 | grep -I libmaod*

-rwxr-xr-x.  1 root root    326688 May 25  2022 libmaodbc.so

4. modify the "StartupConfiguration.ini" - replace the "MySQL ODBC 8.3 Unicode Driver" with "MariaDB" so the final configuration file will look like follows:

vi /etc/opt/eset/RemoteAdministrator/Server/StartupConfiguration.ini

DatabaseType=MySqlOdbc
 DatabaseConnectionString=Driver=MariaDB;Server=127.0.0.1;Port=****;User=***;Password={****};CharSet=utf8;NO_LOCALE=1;NO_SSPS=1;Database=era_db;

5. start the PROTECT server service

systemctl start eraserver

[TN LMG 8]

https://support.eset.com/en/kb7859-cannot-connect-to-the-eset-protect-web-console-after-linux-mysql-update