[KB6753] ESET Security Management Center Web Console does not load (7.x)

Issue

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ESET Security Management Center Web Console (ESMC Web Console) does not load
You receive the message "Cannot access page"
You need to reinstall Apache Tomcat

Solution

If ESET Security Management Center Web Console (ESMC Web Console) will not start, or if the login screen appears to load constantly without opening, follow the instructions below. Start with part I and only continue to the next part if the issue is not resolved.

I. Restart the services for ESET Security Management Center Server and Apache Tomcat

Make sure you are using a supported web browser to access ESET Security Management Center Web Console.
If the Apache Tomcat service does not start, please follow the instructions in part II of our Knowledgebase article.
Attempt to open the ESET Security Management Center Web Console (7.x).

If the ESMC Web Console login screen does not load successfully, continue to part II.

II. Check for port conflicts

Press the Windows key + R, type cmd into the field and click OK to open a command prompt. Type the following command:

netstat –aobn

Figure 2-1

Verify that Tomcat7.exe is listening on port 443 or 8443. Change the port used by the ESET Security Management Center Web Console (7.x).
Attempt to open the ESET Security Management Center Web Console (7.x).

If the ESMC Web Console login screen does not load successfully, continue to part III.

III. Reinstall Apache Tomcat and Webconsole

You can reinstall Tomcat and Webconsole using the All In One installer.

Backup the Tomcat folder %Program Files%\Apache Software Foundation\
Download the matching AIO.
Extract the downloaded file and run the Setup.exe application. Click Run when prompted by the security warning.

Figure 3-1

Set the language of your installation in the Language drop-down and click Next.
Select Uninstall, click Next.

Figure 3-2

You need to agree with the End-user license agreement before you can click Next to continue.
De-select all components except ESET Security Management Center Webconsole and Apache Tomcat, click Uninstall.

Figure 3-3
When the process is finished, click Finish.
Run the Setup.exe application again. Click Run when prompted by the security warning.
Set the language of your installation in the Language drop-down and click Next.
You need to agree with the End-user license agreement, before you can click Next to continue.
Select only ESET Security Management Center Webconsole and Apache Tomcat and click Next.

Figure 3-4

Select an existing JDK instance. (Since you are reinstalling the Tomcat, you already have the necessary JDK on your system)
Click Install and wait until the installation is completed.

Figure 3-5

Click Finish to close the installation window.
Restore the backed up files from step 1.:
- .keystore
- conf/server.xml
Run the Services application from the Start Menu.

Figure 3-6

Restart the Apache Tomcat service.

Figure 3-7

If you do not want to use .keystore and server.xml files from the Apache Tomcat backup, follow the steps below to generate a new keystore:

Generate a new keystore

Backup the keystore and server.xml

The instructions below will create new .keystore and server.xml files. Alternatively, you can backup these files and replace them in the standard installation folder location. Use the following examples as reference:

.keystore - (C:\Program Files\Apache Software Foundation\Tomcat 7.0\.keystore)

server.xml - (C:\Program Files\Apache Software Foundation\Tomcat 7.0\confserver.xml)

Navigate to the bin folder in the current Java directory (for example, C:\Program Files\openjdk-11.0.1_windows-x64_bin\jdk-11.0.1\bin\) in the command line and run the following command after substituting your values for bin folder, password and certificate information. (See the note below for more information)

keytool.exe -genkey -alias "tomcat" -keyalg RSA -keysize 4096 -validity 3650 -keystore "C:\Program Files\Apache Software Foundation\Tomcat 7.0\tomcat.keystore" -storepass "yourpassword" -keypass "yourpassword" -dname "CN=Unknown, OU=Unknown, O=Unknown, L=Unknown, ST=Unknown, C=Unknown"
Substitute your own values in the command
- Enter your password here. The password will be stored in plain text later, so entering a new password is recommended.
- Enter the certificate information:
  CN: Common Name (identifies the fully qualified domain name(s) associated with the certificate)
  OU: Organizational Unit
  O: Organization (Business name)
  L: Locality (City)
  ST: State
  C: Country code

Open the server.xml file located at the following path:

C:\Program Files\Apache Software Foundation\Tomcat 7.0\confserver.xml
Search or scroll until you find and edit the area for connector ports by pasting the following code in server.xml:

443" /> 443" maxHttpHeaderSize="8192" maxThreads="150" minSpareThreads="25" maxSpareThreads="75" enableLookups="false"
disableUploadTimeout="true" acceptCount="100" scheme="https" secure="true" SSLEnabled="true" clientAuth="false" sslProtocol="TLS"

keyAlias="tomcat" keystoreFile="tomcat.keystore" keystorePass="YOURPASSWORD"/>

Important!

- Change port 443 to 8443 if 443 is already in use.
- In the field keystorePass=YOURPASSWORD, type the keystore password that was used during keystore generation.

Figure 4-1
Click the image to view larger in new window

At the following location, create a new folder and name it era:
C:\Program Files\Apache Software Foundation\Tomcat 7.0\webapps
Change the file name era.war (from the era installer folder) to era.zip.
Extract the era.zip files to the following location:
C:\Program Files\Apache Software Foundation\Tomcat 7.0\webappsera
Start the Apache Tomcat service.
Set the Tomcat7 service startup type service to Automatic.
Open the ESMC Web Console and verify that it works correctly.

If the ESMC Web Console login screen does not load successfully, visit the Related links below or contact ESET technical support.

Last Updated: Sep 30, 2022