[KB7799] Resolve issues with the ESET PROTECT On-Prem Web Console not loading

• Resolve the "Cannot access page" message 
• Resolve the "Web Console 404" error
• Reinstall Apache Tomcat

I. Restart the services for ESET PROTECT Server and Apache Tomcat

1. Make sure you are using a supported web browser to access ESET PROTECT Web Console.

2. Restart the ESET PROTECT Server service.

3. Restart the Apache Tomcat service.

4. Open the ESET PROTECT On-Prem Web Console.

If you still cannot access the ESET PROTECT Web Console, continue to step II.

II. Check for port conflicts

1. Open Command Prompt: press the Windows key + R, type cmd and click OK.

2. Run the following command:

   netstat -aobn

   

3. Verify that tomcat9.exe is listening on port 443 or 8443. If needed, change the port used by the ESET PROTECT Web Console.

4. Open the ESET PROTECT On-Prem Web Console.

If you still cannot access the ESET PROTECT Web Console, continue to step III.

III. Reinstall Apache Tomcat and the ESET PROTECT On-Prem Web Console

1. Back up the following files from the Apache Tomcat installation folder (the path to the folder may differ based on your Apache Tomcat installation):

   New Apache Tomcat HTTPS configuration

   You do not need to back up the .keystore and server.xml files if you plan to create a new Apache Tomcat HTTPS configuration.

   • C:\Program Files\Apache Software Foundation\apache-tomcat-9.0.40\.keystore
   • C:\Program Files\Apache Software Foundation\apache-tomcat-9.0.40\conf\server.xml
   • C:\Program Files\Apache Software Foundation\apache-tomcat-9.0.40\webapps\era\WEB-INF\classes\sk\eset\era\g2webconsole\server\modules\config\EraWebServerConfig.properties
   
   

   If you are using a custom SSL certificate store in the Apache Tomcat installation folder, back up that certificate too.

2. Download the ESET PROTECT On-Prem All-in-one installer.

3. Extract the downloaded folder. In the extracted folder, double-click Setup.exe.

   

4. In the Language drop-down menu, select the installation language and click Next.

   

5. Select Uninstall and click Next.

   

6. Accept the End User License Agreement and click Next.

   

7. Deselect all components except ESET PROTECT Webconsole and Apache Tomcat and click Uninstall.

   

8. When the uninstallation is complete, click Finish.

   

9. Run Setup.exe again.

10. In the Language drop-down menu, select the installation language and click Next.

11. Select Install and click Next.

12. Accept the End User License Agreement and click Next.

13. Select only ESET PROTECT Webconsole and Apache Tomcat and click Next.

    

14. Select a JDK to use and click Install.

    

15. When the installation is complete, click Finish.

16. Restore the files you backed up in step 1 to their original locations.

    New Apache Tomcat HTTPS configuration

    If you did not back up the .keystore and server.xml files, create a new Apache Tomcat HTTPS configuration.

17. Run the Services application: press the Windows key, type services and click Services.

    

18. In the list of services, click Apache Tomcat and click Restart.

    

19. Open the ESET PROTECT On-Prem Web Console.

If you still cannot access the ESET PROTECT On-Prem Web Console, refer to the related articles or contact ESET Technical Support.

Create a new Apache Tomcat HTTPS configuration (.keystore and server.xml)

1. Open Command Prompt and change the directory to the bin folder of your JDK installation. In Command Prompt, run:

   cd C:\Program Files\Amazon Corretto\jdk11.0.10_9\bin\

   Replace C:\Program Files\Amazon Corretto\jdk11.0.10_9\bin\ with the path to the bin folder of your JDK installation.

2. Generate a new keystore. In Command Prompt, run:

   keytool.exe -genkey -alias "tomcat" -keyalg RSA -keysize 4096 -validity 3650 -keystore "C:\Program Files\Apache Software Foundation\apache-tomcat-9.0.40\.keystore" -storepass "password" -keypass "password" -dname "CN=your.host.name, OU=IT, O=Your Company, L=Your City, ST=Your State, C=SK"

   Replace the placeholders values as needed:

   • Passwords: for -storepass and -keypass replace password with the password that you want to use for the .keystore file and the private key entry protection.

   • Certificate information:

     • For CN: replace your.host.name with the server hostname or IP address.
     • For OU: replace IT with your organizational unit.
     • For O: replace Your Company with the organization name.
     • For L: replace Your City with the city of the organization.
     • For ST: replace Your State with the state of the organization.
     • For C: replace SK with the country code of the organization.
       
       

3. In a text editor, open the server.xml file. The file is located in the conf folder of your Apache Tomcat installation folder (for example, C:\Program Files\Apache Software Foundation\apache-tomcat-9.0.40\conf\server.xml).

4. In server.xml, scroll to the bottom and update Connector attributes as follows:

   Use an available HTTPS port

   If port 443 is already in use, use port 8443 instead.

   <Connector port="80" protocol="HTTP/1.1" redirectPort="443" server="EraServer" />
   <Connector server="OtherWebServer" port="443" protocol="org.apache.coyote.http11.Http11NioProtocol" SSLEnabled="true" maxThreads="150" scheme="https" secure="true" clientAuth="false" sslProtocol="TLS" keystoreFile="C:\Program Files\Apache Software Foundation\apache-tomcat-9.0.40\.keystore" keystorePass="password" keyAlias="tomcat" sslEnabledProtocols="TLSv1.2,TLSv1.3" ciphers="TLS_AES_256_GCM_SHA384, TLS_CHACHA20_POLY1305_SHA256, TLS_AES_128_GCM_SHA256, TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256, TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256, TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA, TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384, TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384, TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA, TLS_RSA_WITH_AES_128_CBC_SHA256, TLS_RSA_WITH_AES_128_GCM_SHA256, TLS_RSA_WITH_AES_128_CBC_SHA, TLS_RSA_WITH_AES_256_CBC_SHA256, TLS_RSA_WITH_AES_256_GCM_SHA384, TLS_RSA_WITH_AES_256_CBC_SHA" />

   For keystorePass, replace password with the password that you set during the keystore generation.

   

5. Navigate to the webapps folder of your Apache Tomcat installation folder (for example, C:\Program Files\Apache Software Foundation\apache-tomcat-9.0.40\webapps) and create a folder named era.

6. Navigate to the installers folder of the extracted ESET PROTECT On-Prem installer folder (for example, C:\Users\Administrator\Downloads\setup_x64\installers). Locate the era.war file and change its name to era.zip.

7. Extract the era.zip file to the era folder you created within the webapps folder of your Apache Tomcat installation folder (for example, C:\Program Files\Apache Software Foundation\apache-tomcat-9.0.40\webapps).

8. Set the Apache Tomcat startup type to Automatic: press the Windows key, type services and click Services. In the list of services, right-click Apache Tomcat and select Properties. In the Startup type drop-down menu, select Automatic and click OK.

9. Restart the Apache Tomcat service: in the list of services in the Services application, click Apache Tomcat and click Restart.