ESET Remote Administrator Basic Setup Guide

ESET Remote Administrator Basic Setup Guide
ESET
REMOTE ADMINISTRATOR 5 /
ENDPOINT SECURITY / ENDPOINT ANTIVIRUS
Basic Setup Guide
Published November 2015
Contents
Getting started......................................................................1
Software components.............................................................1
Section 1: Purchasing and
downloading your software.....................................................1
1.1 Username and Password.................................................... 1
1.2 License file........................................................................ 1
1.3 Downloading your software............................................... 1
Section 2: Installation............................................................ 2
2.1 ESET Remote Administrator Server....................................2
2.2 ESET Remote Administrator Console.................................2
2.3 Additional options............................................................2
Section 3:
Setting up the Mirror server.................................................... 3
3.1 Mirror server setup............................................................3
3.2 Testing your Mirror...........................................................3
3.3 Server Log settings...........................................................3
Section 4: Configuring a default policy..................................... 4
4.1 Protect setup parameters..................................................4
4.2 Disable splash-screen and nonessential notifications .........4
4.3 Configure clients to update from the Mirror.......................4
Section 5: Pushing out ESET Endpoint Security / ESET Endpoint
Antivirus to your network...................................................... 5
5.1 Populate the Remote Install tab and run a diagnostic..........5
5.2 Push installation checklist.................................................5
5.3 Creating a package...........................................................6
5.4 Pushing out the package................................................... 7
5.5 Configuring network settings­
—ESET Endpoint Security only........................................... 7
5.6 Protecting your Microsoft Windows Server........................ 7
Section 6: Update Mirror Troubleshooting Checklist.................. 8
6.1 Common Issues................................................................8
6.2 Client-side checklist..........................................................8
6.3 Server-side checklist.........................................................8
6.4 Before submitting a case................................................. 10
ESET
REMOTE ADMINISTRATOR 5 /
ENDPOINT SECURITY / ENDPOINT ANTIVIRUS
Basic Setup Guide
Copyright © 2015 ESET, spol. s r.o.
All rights reserved. No part of this documentation may be reproduced, stored
in a retrieval system or transmitted in any form or by any means, electronic,
mechanical, photocopying, recording, scanning, or otherwise without written
permission from ESET, spol. s r.o.
ESET, spol. s r.o. reserves the right to change any of the described application
software without prior notice.
•
II
Getting started
Protecting your business network with ESET Endpoint Security / Endpoint
Antivirus is a straightforward process—a basic installation can be completed in a
single afternoon. This Basic Setup Guide will walk you through obtaining your ESET
software, configuring your server computer and mirror, installing the software on
client computers and customizing client settings. The ESET Remote Administrator
User Guide should also be read in its entirety and referred to whenever necessary
throughout the installation process.
Software components
There are three separate components to your ESET product: the ESET Endpoint
Security / Endpoint Antivirus software itself, plus the ESET Remote Administrator
Console (ERAC) and the ESET Remote Administrator Server (ERAS). The ESET Remote
Administrator Console should be installed on the computer(s) you will be using to
manage your network. The ESET Remote Administrator Server should be installed on
your server computer. Often in small-business installations, the server computer is
the same one you use to manage your network.
Section 1: Purchasing and
downloading your software
ESET Endpoint Security / ESET Endpoint Antivirus,
the ESET Remote Administrator Server and the ESET
Remote Administrator Console are the components
that support your malware defense system: the antivirus
software itself, the server pushing it out to your clients
and the administration console you use to monitor the
system.
KB connection
Check the ESET Remote Administrator User Guide:
http://download.eset.com/manuals/eset_era_5.3_
userguide_enu.pdf
Estimated time:
30 minutes
The first step toward protecting your network is obtaining the ESET software
components mentioned above. If you have not already purchased an ESET product,
please visit the link below:
http://eset.com/store
Once you have purchased your ESET product, you will receive an email from ESET
containing your Username and Password in the body of the email and your license
file as an attachment to the email.
1.1 Username and Password
Your ESET Username and Password are probably different than other usernames
and passwords with which you are familiar. They are not user-configured keys that
protect your information. They are authentication keys that allow your computer to
download your ESET endpoint product and authenticate your ESET endpoint product
to update its virus signature database to protect your network from evolving threats.
Your ESET Username and Password are automatically generated and cannot be
customized.
You will be prompted for your Username and Password several times during initial
setup of ESET server / endpoint products. Enter them carefully. Both are case
sensitive and the hyphen in the Username is required. Your Password is 10 characters
long (all lowercase); if you choose to copy and paste your Username and Password
from the license email, be sure to delete any extra empty spaces, which might be
interpreted as characters. Your Password will never contain an “L”, it’s a numeral one
(1). A large “0” is the numeral zero. A small “o” is the lowercase letter “o”.
1.2 License file
Your license file—the attachment called nod32.lic or nod32.zip—is a file that the
ESET Remote Administrator needs to manage your network of protected client
computers. It contains authentication for the number of seats (protected computers)
and tells ESET Remote Administrator that you are entitled to protect and manage a
set number of computers, depending on the bundle you purchased. Save the license
file to your Desktop.
Username and Password examples:
Username: EAV-12345678
Pasword: 1a2bc3defg
KB connection
Check the ESET Knowledgebase for more info:
What do I do with my ESET security product
license files?:
http://support.eset.com/kb3006/
1.3 Downloading your software
Visit the ESET download page using the link below to obtain the components you will
need to set up your secure network:
http://www.eset.com/download/business
If you are downloading from the US—Click I have a license next to ESET Endpoint
Security or ESET Endpoint Antivirus. At the next page select your operating system,
bit-architecture and language using the drop-down menus and then click Download.
See the KB connection on page 2 at the right for help determining which version
of ESET Endpoint Security / ESET Endpoint Antivirus is right for your system. If
prompted, enter your Username and Password and then save the file to your
Desktop.
KB connection
Check the ESET Knowledgebase for more info:
How do I remove an old license file and update
ESET Remote Administrator with a new one?
http://support.eset.com/kb540/
•
1
Next, return to http://www.eset.com/download/business/ and click Remote
Management to access the ESET Remote Administrator Console and ESET Remote
Administrator Server downloads. Click Download and then specify your operating
system and language to download ESET Remote Administrator Console. Repeat
these steps to download ESET Remote Administrator Server. You will be prompted
for your Username and Password. Save the files to your Desktop.
Users outside the US—Click For Business → Remote Management and download
both ESET Remote Administrator Server and ESET Remote Administrator Console.
Next click the Endpoint Security tab and then click Download next to ESET
Endpoint Security / ESET Endpoint Antivirus. Save the files to your desktop.
KB connection
Check the ESET Knowledgebase for more info:
Which version (32-bit or 64-bit) of ESET endpoint
products should I download? (5.x)
http://support.eset.com/kb3013/
Once your download is complete, we recommend also downloading the ESET
Endpoint Security / ESET Endpoint Antivirus installer for the alternative bitarchitecture (32-bit if you downloaded 64-bit or vice versa) to simplify push
installations to groups of client workstations with both 32 and 64-bit operating
systems.
Section 2: Installation
Once you are finished downloading components, you are ready to install. Sections
2.1 through 2.3 assume you are using 32-bit installers. For 64-bit computers, the file
names will be slightly different.
2.1 ESET Remote Administrator Server
First, double-click the installer .msi for ESET Remote Administrator Server
(era_server_nt32_enu.msi).
Estimated time:
15 minutes
IMPORTANT: Install the ESET Remote Administrator
Server on the server that will be managing your network.
This computer may be the terminal you are using, but it
could also be a headless server in a server rack or offsite.
Contact your network administrator if you’re unsure.
At the Welcome screen click Next, agree to the End-User License Agreement and
click Next. Under Select Components, leave both check boxes selected. Typical
installation is selected by default, click Next again and you will be prompted to
browse to your nod32.lic file (which you saved to your Desktop in step 1.2).
You are given the option to define security settings for ESET server / endpoint
solutions on your network. Since we’re keeping it simple here, we recommend you
set just one: Password for Console (Administrator Access). This password protects
access to ESET Remote Administrator from unauthorized users. Click Set and choose
a robust password you can remember and don’t share it. You can go back and add
additional security passwords later if you wish. Click Next.
Last, enter your ESET-issued Username and Password (as mentioned in Section 1.1)
carefully and click Next. You can also copy and paste your Username and Password
directly from the license email. Click Next and then click Install.
After installation, the ESET Remote Administrator Server service starts
automatically.
2.2 ESET Remote Administrator Console
When the ESET Remote Administrator Server installation wizard process is
completed, double-click the ESET Remote Administrator Console installer
(era_console_nt32_enu.msi). Install the ESET Remote Administrator Console on the
computer you plan to use to manage your network. This will likely be the local
computer you are using to run the installation wizard. Leave Typical installation
selected and advance through the options by clicking Next until you can click
Install. The installation progress bar will appear.
2.3 Additional options
Because this is an ESET Remote Administrator Basic Setup Guide, we’re skipping over
a number of customizable options you may wish to explore at a later time.
For additional information about installations on Microsoft SQL, MySQL or
Oracle servers, or for a detailed list of which TCP ports must be open for ESET
Remote Administrator to work properly, please see Section 2 of the ESET Remote
Administrator Manual.
ESET Remote
Administrator Manual
Check the ESET Remote Administrator manual
for more info:
2.1.3 Ports used
2.2 Basic installation guide
•
2
Section 3:
Setting up the Mirror server
Estimated time:
15 minutes
Your ESET-protected client workstations get regular updates to the virus signature
database from ESET servers. This keeps them current and protected from evolving
threats. Having all your clients connect to the ESET servers independently would
result in an unnecessary amount of traffic across your local area network (LAN).
ESET Remote Administrator provides a Mirror server (a server that “mirrors” the
content available on ESET servers) on your own LAN. This way your clients only need
to check locally for new virus signature updates and program component updates.
3.1 Mirror server setup
Open the ESET Remote Administrator Console by clicking Start → All Programs
→ ESET → ESET Remote Administrator Console → ESET Remote Administrator
Console. Verify that you are connected to the ESET Remote Administrator Server
(File → Connect).
KB connection
Check the ESET Knowledgebase for more info:
How do I install ESET Remote Administrator
and configure a Mirror server? (5.x)
http://support.eset.com/kb2993/
In this guide, we’re going to use the default Mirror server configuration using
internal HTTP. There are other options available, including using a local folder to
store update content, as well as instructions for creating replicated Mirror servers
for different LANs. See the KB connection at the right for more information.
Click Tools → Server Options. Click the Updates tab and enter
your ESET-issued Username and Password in the Update
Username and Update Password fields in the Server Options
window (Figure 1-1, at right). Click Set Password...to enter your
Password.
Select the Create update mirror. Select the check box next to
Provide update files via internal HTTP server.
Click the Update now button to display a confirmation dialog
box (‘This will first apply server options and then fire the event.
Continue?’) and click Yes.
A dialog box will appear that says “Event fired on the server.” This message means
that your Mirror successfully checked for and downloaded update content from
the ESET servers. Once you see the message “Finished” with the update version
number, date and time displayed in the center of the Update module, click OK.
Figure 1-1: The Server Options window
3.2 Testing your Mirror
Check that the Mirror server you just created is working. Open a web browser on a
client workstation (not the server) and type the following into the address bar:
http://Testserver:2221/update.ver
(where “Testserver” is the name of your Server computer)
If your Mirror creation was successful, you will see a text file with information about
your Mirror (as in Figure 2-1, at right). If it fails, you will get a standard connection
failure error.
3.3 Server Log settings
To preserve database size and maximize performance, ESET Remote Administrator
does not log HIPS, Device Control, Web Control, Antispam or Greylist activities on
client workstations by default.
You can enable logging of these features from the Server Options window. To do so,
click Tools → Server Options and then click the Server Maintenance tab. Click Log
Collecting Parameters and then set the level of logs for each specific feature using
the drop-down menus. When you are finished, click OK.
Figure 2-1: Windows Explorer page displaying text from a
successful Mirror server connection
KB connection
Check the ESET Knowledgebase for more info:
What method should I choose in ESET
Remote Administrator for my clients to
download virus signature updates?
http://support.eset.com/kb2337/
•
3
Section 4: Configuring a default policy
ESET Remote Administrator allows you to customize the way ESET Endpoint
Security / ESET Endpoint Antivirus protects your client computers. To do this, you’ll
need to configure a default policy. Client workstations will inherit this policy when
they check in to the ESET Remote Administrator Server.
Estimated time:
15 minutes
From the ESET Remote Administrator Console, click Tools → Policy Manager.
You’ll see a server icon labeled Server Policy (your server’s name). Click it and then click
Edit… on the far right of the Policy Manager window (Figure 3-1, at right). In the
example, the server is named Testserver.
This will launch the ESET Configuration Editor–the tool you will use to customize
your ESET Endpoint Security / ESET Endpoint Antivirus client settings.
For the purposes of this Basic Setup Guide, we’re going to set up a Default
Workstation policy, a set of simple configurations that will work on most basic
networks with no hassle. If you have highly specific network settings or proprietary
software that may need special permissions, check the ESET Remote Administrator
Manual for detailed information on building your own custom policy.
4.1 Protect setup parameters
First, we want to make sure your ESET endpoint software cannot be
modified by anyone but you or other qualified users. Near the top of
the Configuration Editor tree, expand Windows desktop v5 → Kernel →
Settings and then click Protect setup parameters.
Figure 3-1: Remote Administrator Console > Tools > Policy Manager
ESET Remote
Administrator Manual
Check the ESET Remote Administrator manual
for more info:
5.3 Policies
When Protect setup parameters is highlighted, click Mark on the right.
Next, double-click Password to unlock: <Password is not set>. You will be
prompted to choose a password that will be used to allow modifications of
your ESET security settings on each of the workstations. We recommend
picking a password different from the one from Step 2.1 because you may
wish to share one but not the other. Once your password is set, anyone
wishing to alter ESET settings on client workstations will be prompted for
it.
NOTE: This only affects changes made from the workstations themselves.
You can still alter settings remotely from the ERA Console without
password authentication.
4.2 Disable splash-screen and nonessential notifications
Now, we want to ensure that your client computers aren’t being notified
about activities that ESET Endpoint Security / ESET Endpoint Antivirus
performs in the background. A little farther down the Configuration Editor
tree, expand Windows desktop v5 → Kernel →Settings → Default user
interface values. Click Suppress user settings and then select the check
box next to Value: Yes / No.
This will ensure that your settings override any custom settings a user
might choose. Next, highlight Show splash-screen at startup and on the
right, deselect the Value: Yes / No check box. Then, highlight Display only
notifications requiring user intervention and on the right, select the
Value: Yes / No check box. This ensures that your users’ computers will not
be disrupted by unnecessary messages from their antivirus software.
Figure 4-1: Remote Administrator Console > Tools > Policy
Manager > Configuration Editor
4.3 Configure clients to update from the Mirror
Next, scroll down the Configuration Editor tree and expand Update
→ Profile (My profile) → Settings and click Update server: Choose
automatically. Here, we want to configure your clients to update from the
Mirror we set up in step 3.1. With Update server highlighted, click Mark and
then on the right, select <Custom update server> from the Value dropdown menu. Enter the HTTP address of your Mirror in the Value field. This
will look something like:
http://Testserver: 2221
(Where “Testserver” is your server computer and port 2221 is the default port. Be sure
there are no spaces between the server name, the colon [“:”] and the port number.)
Click the diskette icon to the save the configuration and then click Console to exit
the Configuration Editor.
Figure 4-2: Remote Administrator Console > Tools > Policy
Manager > Configuration Editor
•
4
Section 5: Pushing out ESET Endpoint
Security / ESET Endpoint Antivirus to your
network
Estimated time: Varies based on
installation checklist, number of seats,
prior AV uninstall. Up to one hour.
Well, you’ve installed the Console and the Server components of ERA and you’ve set
up the Mirror. You’ve even built a default policy into your ESET Remote Administrator
settings.
The last big step is getting your ESET software out to your client workstations. To
do this, ESET Remote Administrator creates a package (an installer that can be run
remotely) and sends one out to each computer on your network so you don’t have
to walk around from terminal to terminal installing ESET Endpoint Security / ESET
Endpoint Antivirus on each one.
Before you create and “push” (send) your package to clients, let’s confirm that your
network is properly configured for the push installation by populating the Remote
Install tab and running a diagnostic.
5.1 Populate the Remote Install tab and run a diagnostic
This process will enable ESET Remote Administrator to identify client workstations
that can be targeted for a push install.
Click the Remote Install tab at the bottom right of the ESET Remote Administrator
Console. Select the Computers pane, click the Default Search Task in the Search
Tasks window and then click Run. Computers from the Clients tab will appear in
the Computers pane. See the KB connection at the right for instructions to create a
custom Search Task to filter your results.
KB connection
Check the ESET Knowledgebase for more info:
How do I view specific types or groups of
client workstations in the ESET Remote
Administrator Console? (5.x)
http://support.eset.com/kb3020/
Hold CTRL and click to select each of the clients to which you will be push installing.
Once you are finished, click New Installation Task, click Windows push, select
Diagnostics and then click Continue.
In the Computers Logon Settings window you can set the domain logon
information for each computer. Select your client computer(s) from the list and
click Set Credentials or Set for All based on whether you need to specify logon
information for each computer or all at once. Enter the logon information in the
Logon Information window, click OK and then click Next. Click Finish to run the
diagnostic.
To view the results of your diagnostic, click the Installation History pane. If no
conflicts are detected, the State will display as “Finished” once the task is complete.
Proceed to Section 5.3 of this guide to create your push install package if your
diagnostic finished successfully. If you see the message “Finished With Warning”
continue to Section 5.2 to resolve any issues before carrying out your remote
installation.
Figure 5-1: The Install Tasks pane
5.2 Push installation checklist
The following checklist details some of the most common issues that can cause a
remote installation to fail and how to resolve these issues.
This guide assumes that client workstations on your network all use the same or
similar configurations. Therefore, the configuration checklist below only needs to be
fulfilled on a single client machine because all other clients should look the same.
For a complete description of the requirements for configuration of a push install,
see the KB connection at the right.
•
•
•
First – and perhaps most important – you need to ensure that any prior antivirus
software is uninstalled across your entire network. Running two antivirus
products can cause your system to be unstable and can interfere with crucial
operations your ESET product needs to perform to protect your network. Follow
the KB connection at the right for more information and a list of common
uninstaller utilities.
All workstations on which you are trying to install ESET Endpoint Security / ESET
Endpoint Antivirus must answer a ping from the computer where ERA Server is
installed.
KB connection
Check the ESET Knowledgebase for more info:
ESET Remote Administrator Push Installation
Requirements and Checklist
http://support.eset.com/kb82/
KB connection
Check the ESET Knowledgebase for more
info:
Uninstallers (removal tools) for common
antivirus software
http://support.eset.com/kb146/
Confirm that Use simple file sharing (Recommended) is disabled on any
Windows XP or Vista workstations and any Windows Server 2000, 2003 or 2008
•
5
servers in your network.
•
•
For Windows Vista, Windows 7 and Windows Server 2008 operating systems,
verify the following:
•
The ESET Remote Administrator service should be run with Domain Administrator permissions.
•
To set Domain Admin. permissions for ESET Remote Administrator, navigate
to Start → Control Panel → Administrative Tools → Services. Right-click
the ESET Remote Administrator Server service and then select Properties
from the context menu.
•
Click the Log On tab and then select This account. Enter your Domain name
and Admin account name in the This account field (for example: MyDomain\
AdministratorAccountName) and then type your Admin password into the
Password and Confirm Password fields.
Verify that the workstation(s) can access IPC by issuing the following command
from the Command Prompt on the workstation:
net use \\servername\IPC$
Where servername is the name of the server running ESET Remote Administrator.
•
Make sure the client workstation(s) on which you are installing ESET Endpoint
Security / ESET Endpoint Antivirus have the shared resource ADMIN$ activated.
Confirm this by clicking Start → Control Panel → Admin Tools → Computer
Mgmnt → Shared Folders → Shares.
•
The user performing the remote installation must have administrative rights and
may not have a blank password.
•
From the computer where you have ESET Remote Administrator Server installed,
verify that you can remotely log on to client workstations.
•
Ports 2221-2224 must allow ESET Remote Administrator to communicate. If the
server has any of these ports blocked, communication with the workstations is
not possible.
•
For Windows Vista computers, User Account Control (UAC) should be disabled.
•
On client workstations running Windows, the Remote Registry service must be
running.
KB connection
Check the ESET Knowledgebase for more info:
Which ports does ESET Remote
Administrator use?
http://support.eset.com/kb2221/
5.3 Creating a package
Once you’ve verified that your client network is ready to install ESET Endpoint
Security / ESET Endpoint Antivirus, you will need to create a package installation
from the ESET Remote Administrator Console. Open it by clicking Start → All
Programs → ESET → ESET Remote Administrator Console. At the bottom of the
ERAC window, click the Remote Install tab and then click Package Manager.
To add an installation package, click Add in the Package Manager window.
Click Download From The Web and browse for the ESET Endpoint Security
/ ESET Endpoint Antivirus installation package, click Save to download the
installer file and then click Create to create the installation package.
Click Save As in the Package section and give your installation package a descriptive
name, such as “ESET Endpoint Security Install”. Click Save and then click Close to
return to the ERAC window.
Figure 6-1: the Package Creation window
•
6
5.4 Pushing out the package
Now that the installation package is ready, choose the client computers from
the ERAC and send it out. To do so, click the ESET Remote Administrator Console
Remote Install tab hold CTRL and then click to select each of the clients to which
you would like to push out the installation package. Click New Installation Task →
Windows push, select Install and then click Continue.
In the Computers Logon Settings window, you can set the domain logon
information for each computer. Select the computer(s) from the list and click Set or
Set All, based on whether you need to specify logon information for each computer
or all at once. Enter the logon information in the Logon Information window, click
OK and then click Next.
KB connection
Check the ESET Knowledgebase for more info:
How do I push install to client(s) using ESET
Remote Administrator? (5.x)
http://support.eset.com/kb2982/
How do I push uninstall to client
workstations using ESET Remote
Administrator? (5.x)
http://support.eset.com/kb2991/
In the Task Settings window, select ESET Security Products for Windows from
the Package Type drop-down menu. Select your saved installation package (“ESET
Endpoint Security Install” from step 5.2) from the Name drop-down menu.
Name your Remote Install task and set the time you’d like it performed (immediately
or on a specific date and time) in the Time settings section. Click Finish to apply
your Remote Install task.
After you have completed the installation process, click the Clients tab at the
bottom of the ERAC window and wait for your client computers to check in. When
all of the computers to which you pushed ESET Endpoint Security / ESET Endpoint
Antivirus appear in the right-hand area, your push installation is complete.
NOTE: Clients will take about ten minutes to log in after the completion of your initial push
install. Some clients may report an update failure immediately after installation. This is
because they have not yet received the policy created in Section 4. This will automatically be
resolved within an hour.
Figure 7-1: Select your client computers from the Computers tab
on the right and click New Installation Task.
5.5 Configuring network settings­—ESET Endpoint Security only
Congratulations, you have successfully completed your push installation!
If you installed ESET Endpoint Antivirus on all client workstations, no further
adjustments are needed. For clients on which you installed ESET Endpoint Security,
take the following steps to ensure stable communications between your clients and
server.
A New network connection detected dialog box will appear the first time that
ESET Endpoint Security is run. Click Allow sharing to keep ESET Endpoint Security
from detecting ESET Remote Administrator as a potential threat and blocking
communications to the ESET Remote Administrator server.
The default setting for the Personal firewall in ESET Endpoint Security is Automatic
mode. We recommend leaving client workstations that will remain on your office
network at all times in Automatic mode to avoid connectivity issues.
For client workstations that will be used on third-party or public networks, see
the ESET Endpoint Security User Guide for more information on configuring the
Personal firewall. To download the user guide, please visit the link below:
http://download.eset.com/manuals/eset_ees_userguide_enu.pdf
5.6 Protecting your Microsoft Windows Server
If your Windows server will be used for browsing the internet and / or processing
email and will therefore be exposed to security risks, we recommend that you install
ESET File Security for Microsoft Windows Server.
ESET File Security for Windows Server is optimized to protect server-based file
systems without causing the types of conflicts that can occur from installing an
endpoint-based file-protection solution on a server. For more information on ESET
File Security for Microsoft Windows Server, see the KB connection at the right.
Figure 8-1: The New network connection detected dialog
KB connection
Check the ESET Knowledgebase for more info:
ESET File Security for Microsoft Windows
Server FAQ
http://support.eset.com/kb2789/
•
7
Section 6: Update Mirror Troubleshooting
Checklist
This is a comprehensive checklist for troubleshooting issues with the ESET Remote
Administrator Server Mirror. In many cases, completing the items in this checklist
will resolve your update issues.
6.1 Common Issues
•
Update fails or finishes with a warning
•
AUTHORIZATION_FAILED(0x2001) error
•
Client workstations are unable to retrieve updates from the ESET Remote
Administrator Server Mirror
•
A conflict exists between the ESET RA HTTP Server service and the ESET HTTP
Server service
6.2 Client-side checklist
•
Clear the update cache and try to update again
•
Verify that the client workstation is able to reach the mirror (http://
servername:2221/update.ver):
KB connection
Check the ESET Knowledgebase for more info:
1. Configure an ESET client workstation to access the Mirror server in ESET
Remote Administrator (5.x)
2. If the Mirror still cannot be reached, verify that the Windows firewall on
the server, or any other firewalls, is allowing TCP traffic on port 2221
Error downloading file and cannot update virus
signature database (5.x)
http://support.eset.com/kb2875/
3. Test connectivity from the workstation computer to the server using
Telnet:
telnet SERVERNAME:2221
NOTE: If Telnet is not installed, you can install it from an administrative command prompt with the following command:
pkgmgr /iu:”TelnetClient”
KB connection
6.3 Server-side checklist
Check the ESET Knowledgebase for more info:
•
How do I install ESET Remote Administrator
and configure a Mirror server? (5.x)
Verify that server update settings are configured properly in the ESET Remote
Administrator Console:
1. Set up a Mirror server in ESET Remote Administrator
2. Clear the update cache and try to update again
•
Verify that the Windows firewall is allowing TCP traffic on port 2221:
http://support.eset.com/kb2993/
Why is the ESET Remote Administrator
Server not updating to the most recent virus
signature database?
http://support.eset.com/kb2220/
1. Click Start → Administrative Tools → Windows Firewall with Advanced
Security.
2. Click Inbound Rules → New Rule.
The same Windows Firewall exception should be added for Outbound
Rules as well.
3. Select Port and click Next.
4. Select TCP → Specific local ports and then enter 2221-2224 into the blank field. Click Next.
5. Select Allow the connection and click Next.
6. Deselect the check box next to Public and click Next.
7. Type a name for the rule into the Name field and click Finish.
•
Delete the mirror folder from the file system and let the ESET Remote
Administrator Server recreate it by performing an update:
1. Make sure that Show hidden files, folders, and drives is enabled:
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8
a. Click Start → Control Panel → Folder Options.
b. Click the View tab, select Show hidden files, folders, and drives and then click OK.
2. Navigate to the Mirror folder, right-click it and select Delete. Click Yes to
confirm.
NOTE: The location of this folder will vary depending on operating system and Mirror configuration.
Server 2008R2: C:\ProgramData\ESET\ESET Remote Administrator\Server\
Mirror
XP/Server 2003: C:\Documents and Settings\All Users\Application Data\ESET\
ESET Remote Administrator \Server\mirror
3. Open the ESET Remote Administrator Console and click Tools » Server
Options.
4. Click the Updates tab, select the check box next to Clear update cache
and then click Update Now. When prompted to fire the event, click Yes.
•
Verify that the ESET RA HTTP Server service is set to manual and logged in as the
Network Service account:
1. Click Start, type services.msc into the search field and press Enter.
2. Locate the ESET RA HTTP Server service in the Name column.
3. Verify that Manual is listed in the Startup Type column.
4. Verify that Network Service is listed in the Log On As column.
•
KB connection
Check the ESET Knowledgebase for more info:
How do I restart the ESET Remote
Administrator Server service?
http://support.eset.com/kb743/
Verify that the http Mirror service is running and or can be restarted successfully
If not:
a. Verify that the client on the server is not also attempting to host the mirror
b. Verify that there are not any other services listening on the mirror (port 2221 by
default)
You can use Telnet (http://windows.microsoft.com/en-US/windows-vista/Telnetcommands) or NetStat (http://technet.microsoft.com/en-us/library/bb490947.aspx)
to complete this step.
•
Verify that the mirror folder exists in the file system:
1. Make sure that Show hidden files, folders, and drives is enabled:
a. Click Start → Control Panel → Folder Options.
b. Click the View tab, select Show hidden files, folders, and drives and
click OK.
2. Navigate to the Mirror folder. The location of this folder will vary
depending on operating system and Mirror configuration.
Server 2008R2: C:\ProgramData\ESET\ESET Remote Administrator\Server\
Mirror
•
XP/Server 2003: C:\Documents and Settings\All Users\Application Data\ESET\
ESET Remote Administrator\Server\mirror
Verify the path of the mirror. If a non-standard location is set then set it to the
default of, Mirror\
1. Open the ESET Remote Administrator Console and click Tools → ESET
Configuration Editor.
2. Expand Remote Administrator → ERA Server → Settings → Mirror and
select Mirror folder.
3. If you see a path other than mirror\ in the Value field, highlight it and
replace it with mirror\(the default folder).
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4. Save your changes and exit the ESET Configuration Editor.
5. Click Tools → Server Options, click the Update tab, and then click
Update Now.
•
Verify that the mirror folder is up to date:
1. Make sure that Show hidden files, folders, and drives is enabled:
a. Click Start → Control Panel → Folder Options.
b. Click the View tab, select Show hidden files, folders, and drives and click OK.
2. Navigate to the Mirror folder in your file system, double-click it and then open the update.ver file in Notepad.
3. Search the file for today’s date in European format (for example, 20121108). The virus signature database version will be displayed next to the date, which you can compare to the latest version of the virus signature database (http://virusradar.com/en/update/info).
•
Delete the contents of the Windows Temp folder and/or check the permissions.
1. Navigate to C:\Windows\Temp
2. Verify that the user has “Full Control” by right-clicking the Temp folder and clicking Properties → Security tab.
3. Once you have verified that the user has Full Control access, delete the contents of the Temp folder.
6.4 Before submitting a case
If you are still experiencing issues and are going to submit a case, you can expedite
our response time by having a SysInspector log and .xml configuration ready:
I. Create a SysInspector log by following the steps below:
1. Download ESET SysInspector (http://www.eset.com/us/download/
utilities/).
2. Click Download next to your desired version. When prompted to Run or Save, click Save and save the file to your Desktop.
3. Double-click the SysInspector icon on your Desktop and click Run.
4. Click I Agree. Once the analysis is finished, the ESET SysInspector main program window will open.
5. Click File → Save Log. Click Yes to confirm and then save the log file to your Desktop.
NOTE: Before you save the log file, make sure that ESET SysInspector Compressed Log (*.zip) is selected from the Save as type drop-down menu.
6. Please attach this log to your email reply to ESET Customer Care. We will examine the log and respond as soon as possible with the recommended action based on our findings.
KB connection
Check the ESET Knowledgebase for more info:
How do I export a configuration to an .xml
file to help ESET Customer Care resolve my
issue? (Business Users)
http://support.eset.com/kb2691/
II. Export an .xml configuration.
III. Please attach this log to your email reply to ESET Customer Care. We will examine
the log and respond as soon as possible with the recommended action based on our
findings.
Thank you for choosing ESET!
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ESET North America, 610 West Ash Street, Suite 1700, San Diego, CA 92101 U.S.A.
Toll Free: +1 (866) 343-3738 | Tel. +1 (619) 876-5400 | Fax. +1 (619) 876-5845
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their respective owners and are used solely to refer to those companies’ goods and services.
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