Issue
- An install error log has been requested by ESET Technical Support
- Your ESET product ends prematurely, ends with a specific error message, or performs a rollback to a previous system state
Details
Click to expand
This log file can then be sent to ESET Technical Support to allow us to troubleshoot the issue more effectively. In addition, a properly configured setupapi.log file created by Microsoft Windows can also be used to provide more information about the problem.
Solution
- Configure the verbosity of setupapi.app.log and setupapi.dev.log
- Run the installation with the special parameter and create the ESET install.log file
- Revert the verbosity value
- Respond to ESET Technical Support
I. Configure the verbosity of setupapi.app.log and setupapi.dev.log
Navigate to the log file:
-
Open Registry Editor.
- Windows Server users: Click Start, type
Regedit
and press the Enter key. - Windows 8/8.1/10 users: Press the Windows key + R, type
Regedit
andpress the Enter key.
- Windows Server users: Click Start, type
-
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. Type ffff into Value data. When you are finished, continue to part II.
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:
If using ESET Live Installer or installers with a .exe extension, double-click the installer file to begin installation and proceed to step 5.
Users installing other ESET products:
If using installers with a .msi extension, open the Run window:
-
- Windows Server users: Click Start, type
Run
and press Enter. - Windows 8/8.1/10 users: Press the Windows key + R.
- Windows Server users: Click Start, type
-
Click Browse and navigate to the folder containing the installer file (for example,
eav_nt32_ENU.exe
). Select All Files from the Files of type drop-down menu. Double-click the installer 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. -
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 Server and Windows 8 / 8.1 / 10C:\WINDOWS\INF\setupapi.app.log
C:\WINDOWS\INF\setupapi.dev.log
Install log for all Windows Operating systems
(only .msi installers)Install.log
This log will be located in the same folder as the ESET installer (.msi) file
III. Revert the verbosity value
Open Registry Editor again and navigate to HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Setup.
Set the Log Level value to its original value.
IV. Respond to ESET Technical Support
If you have already opened an ESET Technical Support request, respond to the email and attach the log file that you just generated. If you have not yet contacted ESET Technical Support, open a case. Be sure to attach the .log
files to your email to ESET Technical Support.
We recommend compressing the files into a .zip
or .rar
archive before attaching. We will review the files and advise you of the best course of action.