[KB5852] Error "Login Failed, Connection has failed with the state of 'Not connected'" in ESET Remote Administrator (6.x)

Issue

You receive the error message "Login Failed, Connection has failed with the state of 'Not connected'"

Figure 1-1

End of support for version 6.4 and 6.5 of ESET Remote Administrator / MDM

ESET Remote Administrator version 6.5 is currently in Limited Support status and will soon be in Basic Support status. It is expected to reach End of Life status in December 2020.

ESET Remote Administrator version 6.4 is currently in basic support status and is expected to reach End of Life status in December 2019.

The MDM functionality in ESET Remote Administrator version 6 is in Basic Support status as of April 11, 2019. After this date, MDM version 6 will no longer be available for download.

To see the list of products and dates for ESET end-of-life, visit the ESET End of Life policy (Business products)
See our instructions for migrating ESET Remote Administrator to version 7 (ESMC).

Solution

A new version has been released

Version 7 of ESET business products were released on August 16, 2018. This article applies to version 6.x and ESET Remote Administrator . For information about what's new in the latest version and how to upgrade, see the following article:

What's new in version 7 business products?

To troubleshoot the problematic component, you can trace the communication process as follows:

For the error "Login failed: Communication error": There is an issue with communication between your Browser and the Webserver.
For the error "Login failed: Connection has failed with state 'Not connected'": There is an issue with the connection between Webserver and ERA Server or the ERA Server and ERA Database (but the connection between the Browser and Webserver is probably working).

I. Troubleshoot connection problems

Start with step 1 and continue to the next step until your issue is resolved. After completing each step, refresh the ERA Web Console and then try to log in again.

Windows users only

The steps below contain instructions to resolve this issue on a Windows operating system. Linux users may follow the steps, but instructions on how to restart a service and how to read log files are different. Please refer to the ERA User Guide for more details.

Check for any possible problem or conflict in your network. For example, if the database server is running on a different computer, the connection may be broken.
Restart the Apache Tomcat service.

Apache Tomcat may take a few minutes to begin listening even though the service is running. Wait a few minutes and try to log in again.

Be careful when restarting services

We recommend that you restart services only when necessary and set a maintenance window to minimize the risk of data loss.

It is possible that the database service (SQL Server or MySQL) is not running. Try to connect to the database; if the connection to the database is not working, restart the database service.
It is possible that the ESET Remote Administrator Sever (ERAS) is not running.
- How do I stop or restart the ESET Remote Administrator Server service?
The listening ports may already be in use (443, 2222, 2223 or 8443) and prevent ERA services from running properly. See part II here: Check for any possible port conflicts.
Look for possible errors in ERA Server and Apache Tomcat log files.
- ERA Server:
  C:\ProgramData\ESET\RemoteAdministrator\Server\EraServerApplicationData\Logs\
- Apache Tomcat:
  C:\Program Files\Apache Software Foundation\Tomcat 7.0\Logs\

If you are still unable to log in to the ERA Web Console, continue to part II below.

II. Reinstall ERA Web Console

The following instructions will take between ten and twenty (10 – 20) minutes to complete depending on your network connection.

Stop the Apache Tomcat 7 service from services.msc or navigate to your %TOMCAT_HOME%\bin directory (for example, C:\Program Files\Apache Tomcat\Tomcat7\bin) and double-click tomcat7w.exe.
Rename %systemdrive%\Program Files\Apache Software Foundation\Tomcat7\Webapps\era to era.old.
Download the latest era.war file from the following location:
- https://download.eset.com/com/eset/apps/business/era/webconsole/latest/era.war
Rename the .war file to era.zip (you may need to confirm the filename extension change), right-click the file and extract the contents to the following location:
- %systemdrive%\Program Files\Apache Software Foundation\Tomcat7\Webapps\
Restore this file %systemdrive%\Program Files\Apache Software Foundation\Tomcat7\Webapps\era.old\WEB-INF\classes\sk\eset\era\g2webconsole\server\modules\config\EraWebServerConfig.properties to its original location.
Start the Apache Tomcat 7 service (see step 1 above).
Refresh the ERA Web Console (F5) and then try to log in again. How do I open the ESET Remote Administrator Web Console? (6.x).

If you are still unable to resolve this issue, include the above ERA Server and Apache Tomcat log files and email ESET technical support.

Last Updated: Feb 8, 2020