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Issue with Full Disk Encryption- Alert Product is install but is not running


AhmedDeban
Go to solution Solved by Kstainton,

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  • ESET Staff
  • Solution

Hi @AhmedDeban,

The "Recent Updates Attempts Failed" alert will require the following:

Delete both:

  • EFDEUpdateService.cfg
  • EFDEUpdateService.log

Under C:\ProgramData\ESET\ESET Full Disk Encryption\Updater

Similar to a prior post here:

Regarding the "Product is installed but not running" alert. Can you send us a full screenshot showing the full alert, including all of the details on the right hand side please. 

How long has this alert been showing?

When was the last time the Computer checked in?

Thank you.

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Hi @Kstainton 

Thanks for your replied , the second issue ""Product is installed but not running" unfortunately  there is no detail can you find the error from the eelogs which attached before ,  

I appreciate your support  

image.png.e4a7c3824bdbb159f1fde003c4b8d2c8.pngimage.png.963b434e3b676f19c13fe36896794e88.png

 

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  • ESET Staff

Hi @AhmedDeban,

How long has this alert been showing?

When was the last time the computer checked in?

Can you gather these logs for me: https://www.eset.com/int/support/log-collector/ as everything is OK on the EFDE side of things so it may be a communication issue.

Thank you.

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@Kstainton

I appreciate your kind support ,Resolved 

he "Recent Updates Attempts Failed" alert will require the following:

Delete both:

  • EFDEUpdateService.cfg
  • EFDEUpdateService.log

Under C:\ProgramData\ESET\ESET Full Disk Encryption\Updater

 

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