How do I generate an installation error log for Windows ESET products?
- An install error log has been requested by ESET Customer Care
- Your ESET product ends prematurely, ends with a specific error message, or performs a rollback to a previous system state
This log file can then be sent to ESET Customer Care to allow us to troubleshoot the issue more effectively. In addition, the setupapi.log file created by Microsoft Windows can also be used to provide more information about the problem, but first it must be properly configured.
I. Configure the verbosity of setupapi.app.log and setupapi.dev.log
Navigate to the log file using the steps below:
Open the Registry Editor.
Windows 7/8/8.1/10 users: Press the Windows key + R, type regedit and press ENTER. Windows Vista users: Click Start, type Run in the Start Search box and press ENTER, and then type regedit in the Run window. Windows XP users: Click Start → Run, type regedit and press ENTER.
Navigate to HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Setup and copy the Log Level value to a newly created text file. You will need to set the original value back.
- Set the Log Level value to 0x0000FFFF by typing the "ffff" string into the Value data field (see Figure 1-1). When you are finished, continue to part II.
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II. Run the installation with the special parameter and create the ESET install.log file
- Follow the appropriate link below to download the offline installer (.msi or .exe) for your product (click here to determine which installation package to download). When prompted, click Save and save the file to your Desktop.
Users installing ESET NOD32 Antivirus / ESET Smart Security 9.x and later:
(using ESET Live Installer or installers with .exe extension)
Double-click the installer file to begin installation and please proceed to step 5.
Users installing other ESET products:
(using installers with .msi extension)
Open the Run window.
Windows 7/8/8.1/10 users: Press the Windows key + R. Windows Vista users: Click Start, type Run in the search box and press ENTER. Windows XP users: Click Start → Run.
Click the Browse button and navigate to the folder containing the .msi install file (e.g., eav_nt32_ENU.msi). Select All Files from the Files of type drop-down menu. Double-click the .msi install file.
The install path will be inserted into the Run window. Type (space) /lvx* install.log at the end of the install path, and click OK (See Figure 1-2 below).
Attempt to finish the installation as normal, or proceed until you encounter any errors. Once the installation completes or fails, collect the following logs. When you are finished, continue to part III:
Windows Vista / 7 / 8 / 8.1 / 10
Windows XP only
Install log for all Windows Operating systems
(only .msi installers)
"Install.log" This log will be located in the same file as the ESET installer (.msi) file
III. Revert the verbosity value back
Open the Registry Editor again, navigate to HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Setup and set the Log Level value to its orignal value.
IV. Respond to ESET Customer Care
If you have already opened a ESET Customer Care support request, respond to the email and attach the log file that you just generated. If you have not yet contacted ESET Customer Care, open a case now. Be sure to attach the .log files to your email to ESET Customer Care. We recommend to compress the files into a .zip or .rar archive before attaching. We will review the files and advise you of the best course of action.