Virus signature database update failed: internal server error

Discussion in 'ESET Endpoint Products' started by Altramarine, Sep 6, 2012.

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  1. Altramarine

    Altramarine Registered Member

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    I have 70 Clients running Endpoint v5.0.2122.1
    I've just noticed that Remote Administrator had quite a few clients with outdated signature and "Error downloading the update" in the "Protection Status Text" column.

    Attempting to manually update the signature on one of the affected machines, I am given this error :" Virus signature database update failed: internal server error"

    I went ahead and stopped ERAS, cleared updates on the mirror and re downloaded the updates.
    Edit: after trying to update on the server end, the update downloads to approximately 37% and then gets stuck. I've tried doing it several times and on the 5th or 6th attempt it downloads the whole thing.

    That worked for some troubled clients.

    A few hours later another update came out from ESET and yet again, the same issue.

    What is going on? I have not touched anything on the server or the clients. Obviously something must have happened with one of the updates.

    Please help :)
     
    Last edited: Sep 6, 2012
  2. dwomack

    dwomack Eset Staff Account

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    Have you attempted to push and uninstall and fresh reinstall on those clients to see if the issue persists? It may be a corruption of the update module on those clients. Is there any connection between those clients that's different from the others which are having no problems?
     
  3. rockshox

    rockshox Registered Member

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    Seeing something similar on one of my ERA servers right now, not sure if it's related. Doing an update from the server hangs at 40%. I have one NOD32 client that is reporting "Recent Update attempts failed", and a couple dozen saying "Download Interrupted". The ERA.exe process has the CPU pegged at 100%, if I stop and restart the ESET Service, as soon as I try clearing the update cache and updating, it's back to 100% CPU usage.

    All the clients are showing that they are definition 7454.
     
  4. Altramarine

    Altramarine Registered Member

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    Sep 25, 2008
    Posts:
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    Thanks for the response.
    I ended up contacting ESET support. Apparently, it is a known issue and is currently being worked on.

    Here is what i've been given as workarounds till they have this fixed
    (1st Option worked for me)


    OPTION 1:

    1) Stop the Eset Remote Administrator Server Service and RA HTTP Service

    2) Navigate to the application data folder and delete the entire Mirror Folder and the Contents of the Updfiles folder

    Server 2003:
    c:\documents and settings\all users\application data\eset\eset remote administrator\server

    Server 2008: (programdata is a hidden folder)
    c:\programdata\eset\eset remote administrator\server

    3) restart the services from setup 1 (RA HTTP service should say it had to start and then stop)

    4) Log back into the console (tools - server options - update) and tell it to update now.

    5) TO VERIFY IT WORKED; (see step 2 for location) Open up the Updfiles and Mirror folder, Open UPDATE.VER or UPD.VER in Notepad, Do a Search for "ENGINE2". The Following Line of text will show you "[ENGINE2]
    platform=x86
    versionid=7383
    type=engine
    version=7383 (20120814)" << should be todays date

    OPTION 2:

    How do I configure an update Mirror server on an ESET client workstation? (5.x)

    http://kb.eset.com/esetkb/index?page=content&id=SOLN3079

    OPTION 3:

    Have the clients set to update directly to our servers using your EAV-xxx Eset Username and Password.
     
  5. rockshox

    rockshox Registered Member

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    Oct 23, 2009
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    FYI - I used Option 1 as Altramarine mentioned above and my mirrors appear to be working now.

    ESET Update servers must be having some issues as it took me a good 5-6 tries before I could finally get a successful download of definition 7457 after deleting the contents of my Mirror and Updfiles folders.
     
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