ESET RA Mirror failing to update - NOT_COMPATIBLE_MODUL

[rjch_au 0]

We've recently replaced a server for one of our clients and as part of the move, installed ESET RA from scratch on the new server and pointed all clients at it.  This is normally how we handle server migration - we don't worry about importing the old database.  However, with this particular server, updates fail to completely download - we keep getting "Failed, NOT_COMPATIBLE_MODUL" plus the date and time.

 

We have already followed hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN3144&locale=en_US, and the problem persists.  We have even tried uninstalling and reinstalling ESET RA, to no avail.

 

We're running version 5.0.511 of both console and server, and according to the update check, there is not a later version.

 

The ESET server logs are showing the following:-

 

[2013-08-20 10:10:08.893] V2 [5212cbd40000] [00000458] <SESSION_USERACTION_INFO> ConsoleProcessRequest: C2S_FIRE_EVENTS, <ERA Server> user [Administrator] has fired server event: 65552

[2013-08-20 10:19:28.089] V1 [5212cbd40000] [00001244] <UPDATER_ERROR> Update failed, code: 4, aditional code 0x1105, aditional description NOT_COMPATIBLE_MODULES

[2013-08-20 10:19:28.090] V1 [5212cbd40000] [00001244] <UPDATER_ERROR> Creating mirror failed, code: 0x3405, description: Unknown error

[2013-08-20 11:10:00.031] V1 [5212cbd40000] [00001310] <INTERNAL5_INFO> Server Statistics: Uptime: 0 days 01h:17m.40s, Total Connections: (Client: 1247, Console: 1, Replicate In: 0, Replicate Out: 0, Agent: 0, Maximum In: 5), Data In: 1392.8 kB (0.3 kB/sec, saved 366.4 kB, 20.8 %), Data Out: 991.3 kB (0.2 kB/sec, saved 99.9 kB, 9.2 %), Total DB Queries: 4396 (0.9 q/sec, read 40.2 %, write 59.8 %), Average user handling time: 48 ms

[2013-08-20 11:12:15.376] V1 [5212cbd40000] [0000025c] <UPDATER_ERROR> Update failed, code: 4, aditional code 0x1105, aditional description NOT_COMPATIBLE_MODULES

[2013-08-20 11:12:15.376] V1 [5212cbd40000] [0000025c] <UPDATER_ERROR> Creating mirror failed, code: 0x3405, description: Unknown error

[2013-08-20 12:10:00.014] V1 [5212cbd40000] [00001198] <INTERNAL5_INFO> Server Statistics: Uptime: 0 days 02h:17m.40s, Total Connections: (Client: 2206, Console: 1, Replicate In: 0, Replicate Out: 0, Agent: 0, Maximum In: 3), Data In: 2459.2 kB (0.3 kB/sec, saved 647.7 kB, 20.8 %), Data Out: 1753.4 kB (0.2 kB/sec, saved 176.7 kB, 9.2 %), Total DB Queries: 7493 (0.9 q/sec, read 39.0 %, write 61.0 %), Average user handling time: 48 ms

[2013-08-20 12:12:12.913] V1 [5212cbd40000] [000008fc] <UPDATER_ERROR> Update failed, code: 4, aditional code 0x1105, aditional description NOT_COMPATIBLE_MODULES

[2013-08-20 12:12:12.914] V1 [5212cbd40000] [000008fc] <UPDATER_ERROR> Creating mirror failed, code: 0x3405, description: Unknown error

 

What else can we look at to get this fixed?

[Peter Randziak 1,130]

Hello Rjch,

 

clear the mirror folder, update cache and windows temp again.

Does switching to pre-release updates make any difference?

 

Which update server do you have selected?

 

Is the server connected via proxy server?

[rjch_au 0]

Hello Rjch,

 

clear the mirror folder, update cache and windows temp again.

Does switching to pre-release updates make any difference?

 

Which update server do you have selected?

 

Is the server connected via proxy server?

 

Hi Peter,

 

The mirror folder actually doesn't exist at the path that the KB refers to (C:\ProgramData\ESET\ESET Remote Administrator\Server\mirror) however the updfiles directory does.  The KB didn't mention clearing the windows temp files, but I've cleared them out of both the C:\Windows\Temp directory *and* them %TEMP% directory.  Changing to Pre-release schedule has made no difference - still getting the same error.

 

We don't choose a specific update server - we leave it set to "Choose automatically".  However it turns out the site had some internet filtering for workstations that was covering the new server as well.  I didn't immediately consider this since it *was* downloading updates.  Excluding the server from internet filtering seems to have done the trick though.

[Peter Randziak 1,130]

Hello Rjch,

 

thank you for sharing the trick with us.

[PAS-UB 1]

We have had the same issue and tried the things mentioned so far (cleared TEMP- and Update-Folders, Restarted Service, etc.).

 

We are using a UTM-Appliance (Firewall) filtering all our traffic, including http/https, transparently.

 

As mentioned in the ESET KB ( hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN332 ), exclusions were defined for the ESET-Server-NAMES.

 

But ESET does not use the Server-Names for updates, but only the corresponding IP-ADRESSES!

 

As soon as all IP-Adresses have been excluded from beeing filtered, the update worked like a charm.

 

Hope that helps!