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Product

Business version (AV) *

Business version (ESA) *

Business version (Encryption) *

Problem Type (ESET PROTECT CLOUD) *

Problem Type (Security products) *

Problem Type (Security products) - (Antispam) *

Problem Type (Security products) - (Activation) *

Problem Type (Security products) - (Installation) *

Problem Type (Security products) - (HIPS) *

Problem Type (Security products) - (Server Antispam) *

Problem Type (Security products) - (Antivirus) *

Problem Type (Security products) - (Update) *

Problem Type (Security products) - (Web Acces Protection) *

Problem Type (Security products) - (Malware) *

Problem Type (Security products) - (Resource consumption) *

Problem Type (ESA) *

Problem Type (ESA) - (Mobile Application) *

Problem Type (Security for Sharepoint) *

Problem Type (Security for Sharepoint) - (Activation) *

Problem Type (Security for Sharepoint) - (Update) *

Problem Type (Security for Sharepoint) - (Server Antivirus) *

Problem Type (Security for Sharepoint) - (Installation) *

Problem Type (Security for Sharepoint) - (HIPS) *

Problem Type (ESET Endpoint Security for Android) *

Problem Type (ESET Endpoint Security for Android) - (Anti-Theft) *

Problem Type (ESET Endpoint Security for Android) - (Activation) *

Problem Type (ESET Endpoint Security for Android) - (Application Control) *

Problem Type (ESET Endpoint Security for Android) - (Anti-Phishing) *

Problem Type (ESET Endpoint Security for Android) - (Device Security) *

Problem Type (ESET Endpoint Security for Android) - (Other issue with application) *

Problem Type (ESET Endpoint Security for Android) - (Security password) *

Problem Type (ESET Endpoint Security for Android) - (SMS & Call Filter) *

Problem Type (ESET Endpoint Security for Android) - (Uninstallation) *

Problem Type (ESET Endpoint Security for Android) - (Update) *

Problem Type (ESET Remote Administrator) *

Problem Type (ESET Remote Administrator) - (Agent) *

Problem Type (ESET Remote Administrator) - (Mobile Device Connector) *

Problem Type (ESET Remote Administrator) - (Server) *

Problem Type (ESET Remote Administrator) - (Apache HTTP Proxy) *

Problem Type (ESET Remote Administrator) - (Rogue Detection Sensor) *

Problem Type (ESET Remote Administrator) - (ERA Proxy) *

Problem Type (ESET Remote Administrator) - (Virtual Appliance) *

Problem Type (ESET Remote Administrator) - (Web Console) *

Problem Type (Security for Lotus Domino) *

Problem Type (Security for Lotus Domino) - (Update) *

Problem Type (Security for Lotus Domino) - (Activation) *

Problem Type (Security for Lotus Domino) - (HIPS) *

Problem Type (Security for Lotus Domino) - (Server Antivirus) *

Problem Type (Security for Lotus Domino) - (Server Antispam) *

Problem Type (Security for Lotus Domino) - (Installation) *

Problem Type (Security for Lotus Domino) - (Web Acces Protection) *

Troubleshooting steps:

- find phone number in Delivery log on ESA Support Portal (in case you cannot find the number, please send us output from ESET Log Collector)
- send testing SMS (ESA Support Portal) and find the provider that is correctly delivering SMS

Required information:

- Telephone numbers
- Carrier names
- Time of the delivery

Verify ESA RADIUS functionality: Guide

1) enable trace logging:

- ESA 2.7 - create loglevel.txt with content TRACE in C:\ProgramData\ESET Secure Authentication
- ESA 2.8 and newer - create loglevel.txt with content TRACE in C:\ProgramData\ESET Secure Authentication\Logs
- restart ESA services in Services console (services.msc)
- restart ESA services in Services console (services.msc)

2) reproduce the problematic issue

- let us know the time and date when the issue happened
- let us know the account name which was used for reproduction

3) collect required logs:

- screenshot from ESA Radius client settings
- output from ESET Log Collector

Graag ontvangen we voor dit probleem een Full memory dump toegevoegd aan deze case.

Graag ontvangen we voor dit probleem een Procmon log toegevoegd aan deze case.

Om uw vraag zo goed mogelijk in behandeling te kunnen nemen zien we graag de output van de ESET Log Collector toegevoegd aan deze case.

Memory leak:
- output from ESET Log Collector
- application memory dump of ekrn.exe (Advanced setup F5 - Tools - Diagnostics - Create diagnostic dump)

High CPU usage/slowing down another software:
- output from ESET Log Collector
- 2 Process Monitor logs (one with real-time protection enabled and one with real-time protection disabled when everything works correctly)
- application memory dump of ekrn.exe (Advanced setup F5 - Tools - Diagnostics - Create diagnostic dump)

When something is blocked by default rules (and shouldn’t be) collect and check the following logs:

Log all blocked operations in HIPS settings (F5 -> Tools -> Detection Engine -> HIPS -> Advanced setup)
Process monitor log
Output from ESET Log Collector

Check for the presence of another security solution or possible conflicting software (and uninstall it)
Verify the function of msiexec
Try ESET Installation Fixer

If the issue still persists, create the following log files:

Required logs/information:
- describe the issue in detail
- enable ESET advanced logging (Help and support –> Details for Technical Support), replicate the issue, disable ESET advanced logging and collect logs with ESET Log Collector http://support.eset.sk/kb3466/

1) enable trace logging:

- ESA 2.7 - create loglevel.txt with content TRACE in C:\ProgramData\ESET Secure Authentication
- ESA 2.8 and newer - create loglevel.txt with content TRACE in C:\ProgramData\ESET Secure Authentication\Logs
- restart ESA services in Services console (services.msc)

2) reproduce the problematic issue

- let us know the time and date when the issue happened
- let us know the account name which was used for reproduction

3) gather required logs:

- output from ESET Log Collector from ESA Core server
- output from ESET Log Collector from ESA Client/Workstation

1) enable trace logging:

- ESA 2.7 - create loglevel.txt with content TRACE in C:\ProgramData\ESET Secure Authentication
- ESA 2.8 and newer - create loglevel.txt with content TRACE in C:\ProgramData\ESET Secure Authentication\Logs
- restart ESA services in Services console (services.msc)
- restart Web Services (iisreset -noforce)

2) reproduce the problematic issue

- let us know the time and date when the issue happened
- let us know the account name which was used for reproduction

3) collect required logs:

- output from ESET Log Collector

Required logs:

- output from ESET Log Collector- installation logs

1) enable trace logging:

- ESA 2.7 - create loglevel.txt with content TRACE in C:\ProgramData\ESET Secure Authentication
- ESA 2.8 and newer - create loglevel.txt with content TRACE in C:\ProgramData\ESET Secure Authentication\Logs
- restart ESA services in Services console (services.msc)

2) reproduce the problematic issue

- let us know the time and date when the issue happened
- let us know the account name which was used for reproduction

3) collect required logs:

- output from ESET Log Collector

Required logs:

- output from ESET Log Collector- installation logs

Indien de te uploaden logs groter dan 20MB zijn, vragen wij u om de volgende instructies te doorlopen.

Categorieen *

Licentie * Vul hier uw Public license ID (XXX-XXX-XXX) in

Telefoonnummer Op welk telefoonnummer bent u te bereiken?

Partnermanager Wie is uw partnermanager?

Issue *

Offertes *

Wat is de foutmelding? *

Order uitleveringen *

Priority

Categorie *

APS/SLB *

Dealregistratie *

Dealregistratie URL *

Offerte nummer *

Accounts *

Account * Welk account?

Licentie overzichten *

Bestellingen *

Welk Product * Om welk product gaat het

BC *

Ordernummer * Om welke order gaat het?

Mailadres * Wat is het e-mailadres?

Welke gegevens moeten er aangepast worden? *

Front-end *

Graag de volgende gegevens aanleveren: 1. URL 2.Screenshot 3. Beschrijving 4. (Eventueel handelingen voorafgaand aan verschijning van bug)

Om welke order gaat het? Gaat het om de gehele order? → Indien het antwoord hierop nee is dienen de volgende velden ingevuld te worden: EPLI (order regel) Aantal (order regel) Product (order regel)

om welke licentie gaat het? *

Onder welke partner hoort de licentie te staan *

Op welke datum/tijd is de licentie besteld *

Bij welk onderdeel klopt de tekst niet? *

Over welk onderdeel gaat de feature request? *

Om welke dealcode gaat het? *

Is de Dealcode verlopen? *

Werkt de dealcode naar behoren? *

Verkeerde data? *

Accountnummer *

Om welke partner gaat het? *

Om welke bestanden gaat het? *

Producten *

hostname Hostname of the system that generated the event

process

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Problem type Welk probleem heeft het product?

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