EraAgentSvc failed to start during installation

[RyanTsai 3]

Hi there,

 

I have a particular machine which for some reason the Agent cannot be installed, during installation an error message saying that ERAAgentSvc failed to start, and then setup fails. Obviously we're sure setup is running under an account with Administrator rights, also tried executing setup with Administrator privileges but result is the same.

I can see that when the error message appears, ESET Remote Administrator Agent does appear in the list of services, however it cannot be started, event logs says it failed t respond in a timely manner.

Also there are not logs created under C:\ProgramData\ESET\RemoteAdministrator\Agent\EraApplicationData\Logs so there's no way to know what is going on.

 

OS: Win7 SP1 x64

 

Can anybody help? what other information is needed to troubleshoot this problem?

Edited August 18, 2016 by RyanTsai

[MartinK 378]

Could you please run installation with full msiexec trace logging? Could you verify that AGENT's service is not present once installer is finished/exited? Is there any specific error code or service exit code in system event logs?

Is there any ESET security product already installed on this machine? If yes, we will need to know it's version, and also version of HIPS module.

[MartinK 378]

As an alternative, you may also try to manually start AGENT at the same time as referenced installer error is shown (files will be roll-backed/removed once you exit installer). Simply open administrator command line and execute file C:\Program Files\ESET\RemoteAdministrator\Agent\ERAAgent.exe. There is a chance relevant error will be printed in console output once startup fails.

[RyanTsai 3]

Hi Martin,

 

Thanks for the reply. How do I enable full msiexec trace logging? running msiexec with /L*v produces a log file but doesn't provide much more information other than the same EraAgentSvc startup error.

Agent service is not present once installation is finished.

Here are the error entries in event logs (sorry screenshots in Chinese)

 

 

Error codes: 7000, 7009

No ESET Product already installed, and PC is relatively clean with only few apps installed.

 

Running ERAAgent.exe during installation (when the failed to start service error message is displayed and installation is halted) shows another error message:

 

 

Roughly it says "Applicaton cannot be correctly started, error 0xc000007b, press OK to close application"

 

Thanks a lot for the help~

 

[MartinK 378]

We have seen similar errors and behavior in case wrong system runtime libraries were loaded. Please copy files msvcr100.dll and msvcp100.dll directly to C:\Program Files\ESET\RemoteAdministrator\Agent\ so that we can be sure correct system libraries are being used. Previously mentioned dlls should be available in somewhere between system files - most probably in C:\Windows\system32. Make sure you copy files for correct platform and also system files, not files distributed by third-party software, as that may be cause of this problems.