[KB2955] Common ESET installation and uninstallation error messages (Windows)

1. Click Start. Type run and press the Enter key. Type services.msc and click OK.

2. Right-click the ESET Service (ekrn.exe) and select Properties from the context menu.

3. Verify Startup type is set to Automatic and that the Service Status shows Started. Click Apply → OK. If the Service Status has not started, click Start.

4. Restart the computer and install your ESET application.

5. If this does not resolve the issue, manually uninstall the ESET application and reinstall it.

• Run the uninstall utility to remove the partial installation.
• Perform a manual installation.

• Use the uninstaller tool to uninstall the current antivirus software, then run the ESET installer again.
• Manually install the ESET application using the ESET installer tool.

• Manually uninstall your ESET application using the ESET uninstaller tool
• Failed installation of ESET Management Agent (Windows)

For additional information about the system requirements for non-server ESET applications, visit the appropriate Knowledgebase article:

• System Requirements for ESET Windows home applications.
• System Requirements for ESET Endpoint Security / ESET Endpoint Antivirus (Business Users).

• Change the filename back to its original name.
• If you do not know the original name, re-download the .msi installer package.

This error typically occurs when another Windows installation is trying to install or update your computer.

• Wait for the Windows installation to finish, then retry the ESET installer.

• Manually end the installer task using End Task in Task Manager, then retry the ESET installer:

  1. Open the Task Manager by pressing Ctrl + Alt + Delete and click Task Manager.

  2. In the Processes tab, find all entries for "Windows installer," click each entry to select it, then click End Task.

  3. Restart your ESET installation.

The error codes MSI.1406 and MSI.1303 indicate a conflict with your system permissions and the ESET installation.

1. Right-click the ESET installer file, click Run as Administrator, and then follow the Installation Wizard. If you still receive the error, create the following three folders directly on the C: Drive:

• • ESET Security
  • ESET Modules
  • ESET Data

2. Run the ESET installer and follow the instructions based on your method below to change the default installation file path:

• • Live installer or offline installer: When prompted to Enable LiveGrid and Detection of PUAs, click Change installation folder. Change the installation paths to the folders you created above and click Continue.
  • Install from MSI: When prompted to Enable Detection of PUAs, click Advanced Settings. Change the installation paths to the folders you created above and click Continue.

This error might appear during the installation of application module updates.

Check for possible hardening policies or installed security solutions that could prevent Windows Installer Service from accessing other applications/services.

• Manually remove /era from the URL https://10.1.1.1/era/webconsole/ so that it shows https://10.1.1.1/webconsole/
• Upgrade ESET PROTECT Virtual Appliance to the latest version using the recommended Migration and upgrade process
• Remove the /var/lib/tomcat/webapps/era.war file and restart the Tomcat service

• Your ESET application has been protected by a settings password. Press the F5 key to access Advanced setup, expand Access setup → User interface → Password protect settings and type the valid Password to continue uninstallation.
• If you do not know your user-defined password, use the ESET Unlock Utility to remove the password and restore access to the configuration settings. There is no way to recover a password that has been lost or forgotten.

1. Start your computer in Safe Mode.

2. Click Start → All, type ESET and click your ESET application. Click Uninstall.

3. Follow the on-screen instructions to uninstall your ESET application, then restart your computer.

• Windows error codes 2502 and 2503 typically occur during software installation or uninstallation. They indicate issues with the Windows Installer service or insufficient system permissions.

• You can run the installer as administrator to try to solve this error:

  1. Press Ctrl + Shift + Esc to open Task Manager.

  2. In the Processes tab, locate and end the explorer.exe process.

  3. Click Run new task, type explorer.exe, select Create this task with administrative privileges, and click OK.

  4. In the newly opened File Explorer window, navigate to the installer file (for example, .msi or .exe).

  5. Right-click the installer → select Run as administrator.