ESET Endpoint Protection Update Fails

Discussion in 'ESET Endpoint Products' started by Richard Conram, Jun 19, 2012.

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  1. Richard Conram

    Richard Conram Registered Member

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    Issue seems related to the one described here

    The Log does not give a lot of information.
    W7x64, new setup of Endpoint protection, updated has worked previously, but fails since two days back. There is a Temp folder, both for user profile and for Windows, no parameters changed, no access rights changed. I have cleared the update cache in Endpoint.

    Any more suggestions?

    (I am running a dual boot with XP, and have three partitions on the harddrive, but C: is of course still C: in the active OS)
     
    Last edited: Jun 19, 2012
  2. agoretsky

    agoretsky Eset Staff Account

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    Hello,

    Have you tried deleting the contents of the %WINDIR%\TEMP directory and restarting the computer? If so, did that make any difference?

    Regards,

    Aryeh Goretsky
     
  3. Richard Conram

    Richard Conram Registered Member

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    Emptying %user% and %windir% temps was done prior to creating this thread.
     
  4. agoretsky

    agoretsky Eset Staff Account

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    Hello,

    Perhaps a permissions problem on the %WINDIR%\TEMP directory itself? Try RMDIR'ing the actual directory and rebooting into the same operating system to allow the operating system to recreate the directory with proper permissions.

    Regards,

    Aryeh Goretsky
     
  5. Richard Conram

    Richard Conram Registered Member

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    Well, I always alter the envirnmental variables for %TMP% to a root:\Temp directory (often on another drive or partition). Have it on other PC's so should no be an issue. Easier to clean.

    Have been without that comp a couple of days so my feedback is lacking a bit. Will try to look at it again tomorrow.
     
  6. Richard Conram

    Richard Conram Registered Member

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    Still same issue, I have to retract previous statement about altering environmental variables path to temp. It is unaltered in that computer.

    I looked for the AV def files to make an offline update, where are they?

    The closest official KB for this is probably http://kb.eset.com/esetkb/index?page=content&id=SOLN39
     
  7. Geosoft

    Geosoft Registered Member

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    Hi Richard,

    When you are changing the system temp file directory in the system variables, you would also need to make sure that you are setting the proper security groups to use that new path. For example, C:\Windows\Temp isn't inheriting permissions completely and has a group called "TrustedInstallers" with List and Special NTFS Permissions. System also has Special NTFS Permissions as well. If you neglect to set these, you are going to see odd behaviour in general.

    You are better off not changing the %temp% variable and pointing it into a new location but rather leaving it at the Windows Default.
     
  8. Richard Conram

    Richard Conram Registered Member

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    I did not. I know about that, but it tuns out I did not change it. Please read my posts.
     
    Last edited: Jun 27, 2012
  9. Richard Conram

    Richard Conram Registered Member

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    Just uninstalled, cleaned system and rebooted. And reinstalled Eset Endpoint Security. The installation goes well. I reboot. EES loads well, all is ok, but then I trigger an "update" and the same error appears again.
    It tries to download "em_001_32_I0" something and some othe definitions,but fails with the same error specified above.

    I am opening an official support case.
     
  10. agoretsky

    agoretsky Eset Staff Account

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    Hello,

    Please be sure to include an ESET SysInspector log when submitting the ticket. That may help speed up the response from support.

    Regards,

    Aryeh Goretsky
     
  11. Richard Conram

    Richard Conram Registered Member

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    On it. Was told to do the manual removal and then to use the web installer. After that, SysInspector with logs.

    However, the web installer cant find my license. Updated info to supporter (Andi Olsen), and requested advice.
     
  12. Marcos

    Marcos Eset Staff Account

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    Deleting the content of the system temporary folder should fix the error mentioned in your initial post.
     
  13. Richard Conram

    Richard Conram Registered Member

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    Well, it did not.
     
  14. Geosoft

    Geosoft Registered Member

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    Would manually deleting the contents inside C:\ProgramData\ESET\ESET Endpoint Antivirus\Updfiles fix anything?
     
  15. Marcos

    Marcos Eset Staff Account

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    Should the problem persist, create a Process Monitor log from an attempt to update, compress it, upload it somewhere and PM me the download link.
     
  16. Richard Conram

    Richard Conram Registered Member

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    Sorry for tardy input.
    We seem to have verified that the issue is caused by defining the system and/or user %temp% folder to other path with a folder name that EEP is unable to handle.

    It is fine to allocate the paths to other folder or other folder on other drives, that is not the issue, however, do not name the folder using $ or % as first letter. For safety, use only alfanumerical characters in naming.

    Case closed.
     
  17. agoretsky

    agoretsky Eset Staff Account

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    Hello,

    Could you let me know the redefined paths you used which caused the problem?

    Regards,

    Aryeh Goretsky
     
  18. Richard Conram

    Richard Conram Registered Member

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  19. agoretsky

    agoretsky Eset Staff Account

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    Hello,

    Just to check, F:\ is a local, direct-attached (e.g., non-removable) disk volume?

    Regards,

    Aryeh Goretsky
     
  20. Richard Conram

    Richard Conram Registered Member

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    Yes. A secondary NTFS partition, in this case on the same physical hard drive.
     
  21. agoretsky

    agoretsky Eset Staff Account

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    Hello,

    I have spoken with ESET's developers about this and the issue will be addressed at some point in the future, however, I do not have a timeframe for when that will be.

    Regards,

    Aryeh Goretsky
     
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