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ERA6 hosts lost activation and cannot activate


jlloydcay
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Summary:

Case #1310649

ERA cannot activate clients. Symptom persists after upgrading server to latest version of all components and client to latest version of ERA 6.1.444 and EEA6 6.1.2227.

 

Clients in my environment were previously working as expected and activating/activated via ERA as expected. In Mid-april hosts began to lose activation status. By Mid-may all of my EEA6 hosts lost activation status if they were activated by ERA

 

The initial installation took place in January with binaries that were available in December (6.1.265). Client PCs were initially configured with agent 6.1.265 and ESET Endpoint Antivirus 6.1.2.2109. The server components were upgraded to current versions during ESET support session. Tests using a fresh bare-metal OS rebuild and only the newest agent and endpoint AV as deployed from ERA still fail to activate. 

 

Symptoms:

When I try to sync licenses in the era console I get the following error in the log.

2015-06-17 13:08:23 Error: LicenseModule [Thread 848]: LicenseModuleHelper: SyncPools: Failed to retrieve the linked pools [seatId=01e07a9c-a9bd-4fbf-9f59-458a933ccb0e]. Error: CEcpCommunicator: ECPRequestMessageGetLinkedPools request failed, error=0x2051f001.

 

2015-06-17 16:39:27 Error:

LicenseModule [Thread f50]:

LicenseModuleHelper:

SyncPools: Failed to retrieve the linked pools [seatId=01e07a9c-a9bd-4fbf-9f59-458a933ccb0e].

Error: CEcpCommunicator:

ECPRequestMessageGetLinkedPools request failed, error=0x2051f001.

 

I receive an email with the following error after an activation attempt

6/17/2015 8:44:06 AM - During execution of Kernel on the computer (hostname), the following warning occurred: Activation was not successful: Activation failed in association.

 

I see this in the server's trace log
2015-06-18 12:04:46 Error: LicenseModule [Thread 1848]: Update credentials do not exist.

 

 
I see NODSSL related errors in trace log
2015-06-17 12:53:10 Error: NetworkModule [Thread 2e4]: NodSslInitAsServer, Extended error: 206
2015-06-17 12:53:10 Error: NetworkModule [Thread 369c]: InitAsServer: NodSslInitAsServer: Internal error in the underlying implementations.
 

 

I receive an email regularly from multiple hosts

6/17/2015 11:34:20 AM - During execution of  on the computer (hostname), the following warning occurred: User rules file contains invalid data.

6/17/2015 11:34:41 AM - During execution of  on the computer (hostname), the following warning occurred: Communication with driver failed. HIPS is inactive.

 

Hostname issue

Some hosts show their hostname with a "-1" on the end in the EEA6 about page and in the ELA site.

This happens to desktops with only one NIC and Laptops with LAN/WIFI. 

 

activation symptoms

When I say "fresh" I mean "I recently performed a bare-metal OS reload". When I say "existing" I'm referring to PCs which have had ESET5 installed (builds 2226-2237) and were upgraded to 6.1.2109. 

  • When I attempt to activate fresh clients that have only the newest binaries via ERA the activation fails. The task states progress: task failed, task status failed.
  • When I attempt to activate fresh clients that have only the newest binaries by hand the activation succeeds. 
  • When I attempt to activate a client with existing software (6.1.265, 6.1.2109) and symptoms (was activated via era previously) via ERA the activation fails.  The task states progress: task failed, task status failed.
  • When I attempt to activate a client with existing software (6.1.265, 6.1.2109) and symptoms (was activated via era previously) by hand the UI states activation was successful, but the about page does not show activated status, the virus definition will not update, and the EEA6 UI continues to behave as not-activated. 

 

 

Details

ELA shows my license is healthy, not expired, not over consumed. "Everything is OK" in a pleasing green color. 

 

ESET Remote Administrator (Server), Version 6.1.444.0
ESET Remote Administrator (Webconsole), Version 6.1.334.0

Microsoft Windows Server 2012 Standard (64-bit), Version 6.2.9200 

 

Are you having this issue too?

Best advice:  call (866)343-3738 Option 3 for Business Support and stay persistent. Keep your case open, take good notes. 

I've had a pretty good experience when actually speaking to technicians. Though I have had a really tough time getting a tech to call back when I'm available, by the time its my turn in line my business day is over. 

 

 

Thinking of going back to EEA5?

Me too, but its still going to cost me a bunch of time and effort. There are also some issues there. 

Watch out for "failed to read firewall configuration" error messages. Uninstall ERA agent and reboot before starting EEA5 setup. Use build 5.0.2237.x, not the newer 5.0.2242 as per hxxp://kb.eset.com/esetkb/index?page=content&id=ALERT47

 

 

 

trace.zip

server-trace.zip

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