[KB6927] Known issues for latest versions of ESET business products

Issue

Solution

ESET PROTECT

  • Generating .pdf reports do not work for ESET PROTECT Server installed on CentOS 8 – To fix this issue, you can buy and install a third-party QtWebKit4 package.
  • Computer names written in Hebrew are unreadable after a report is exported. To fix this issue, Windows server users can enable language support. On the Windows server, navigate to Control Panel → Clock, Language, and Region → Region → Administrative → Change system locale, and select the check box next to Use Unicode UTF-8 for worldwide language support. Linux users must install additional Left to Right direction (LTR) compatible fonts.
  • macOS Ventura (13) device reported as encrypted with third-party software even if it is not encrypted (and no ESET Full Disk Encryption options are offered). Workaround: Use a Software Install task (with an ESET Full Disk Encryption license) to install ESET Full Disk Encryption.
  • When configuring the password-protected settings in an installer with ESET Endpoint Antivirus/Security version 9.0 or 9.1 for Windows, the settings may not be applied correctly. We recommend configuring password-protected settings directly in the ESET PROTECT Web Console by creating a policy and assigning it to specific computer groups to ensure the settings are applied accurately and consistently.

ESET PROTECT Cloud

  • Some Windows 7 computers with legacy BIOS may be incorrectly identified as eligible for ESET Full Disk Encryption deployment by ESET PROTECT Cloud.
  • macOS Ventura (13) device reported as encrypted with third-party software even if it is not encrypted (and no EFDE encryption options are offered).
    • Workaround: Use a Software Install task (with an ESET Full Disk Encryption license) to install ESET Full Disk Encryption.
  • When configuring the password-protected settings in an installer with ESET Endpoint Antivirus/Security version 9.0 or 9.1 for Windows, the settings may not be applied correctly. We recommend configuring password-protected settings directly in the ESET PROTECT Cloud Web Console by creating and assigning a policy to specific computer groups to ensure the settings are applied accurately and consistently.
  • MSP administrators using ESET Cloud Office Security cannot filter MSP customers in the ESET Cloud Office Security dashboard.

ESET Endpoint Security and ESET Endpoint Antivirus for Windows

  • Sometimes, sending configuration to ESET Security Management Center takes up to 30 minutes (7.3 and later).
  • During a push install to client computers on the network, you may see the error message "Remote Registry Opening (ESET Security Product Info) Result Code: 5 (Access is denied.)". This signifies a permissions conflict.
Check the permissions of a specific user
 
Experienced users only

The steps below involve working with important system files in the Windows Registry. Proceed only if you are an experienced user.

  1. Click the Start button, type regedit and click the Registry editor icon on the left-side menu or press the Enter key.

  2. Right-click HKEY_LOCAL_MACHINE and select Permissions from the menu.

  3. In the Permissions for HKEY_LOCAL_MACHINE window, click Advanced.

  4. Verify that the button shows Disable inheritance and select the check box next to Replace all child object permissions entries with inheritable permissions entries from this object. Click OK.

    Figure 1-1

  5. Click OK to exit the Permissions window.

ESET Endpoint Antivirus for Linux

  • No known issues

ESET Mail Security for Microsoft Exchange

  • During the ESET Mail Security for Microsoft Exchange Server installation on a system with Microsoft Exchange Server 2013 SP1 installed, or when updating your Microsoft Exchange Server 2013 with SP1 while already running ESET Mail Security for Microsoft Exchange Server, you may receive the error message "0xC00CE503: MSG_E_COMMENTSYNTAX Incorrect syntax was used in a comment". To resolve this issue, apply the Microsoft hotfix.

ESET Business Account

  • ESA user quantity might exceed the specified margin.
  • Activated EFSU and ESET Full Disk Encryption devices might not appear with an Offline license file after activation.
  • ESET Cloud Office Security reactivation might end with issues.
  • Multiple license removals might end in an unexpected error.
  • Duplicated activated devices might appear when a license is migrated from ESET License Administrator to ESET Business Account.
  • The number of activated devices displayed on the dashboard might not synchronize with product usage.
  • Downgrading a license to a Home product might not apply to an ESET Business Account.
  • You can deactivate licenses with only up to 200 seats.

ESET MSP Administrator 2

ESET Inspect and ESET Inspect Cloud

ESET Secure Authentication

  • No known issues

ESET Endpoint Encryption

DELL systems fail to boot after ESET Full Disk Encryption

The following DELL Latitude systems are known to be affected when Legacy BIOS is enabled and SATA Operation is set to either AHCI or RAID On: 

  • E7250
  • E7350
  • E7450 (7000 Series Ultrabook)
  • E5250
  • E5350
  • E5450
  • E5550 (5000 Series Laptop)

Systems starting in UEFI mode are not known to be affected. Certain versions of the BIOS in these DELL Latitude systems are known to have a bug, which causes Full Disk Encryption to be unable to access the disk correctly during start. A black screen with a flashing cursor displays when starting your computer.

This can occur directly after the system is Full Disk Encrypted but can also occur at a later time after numerous successful restarts. This affects not only ESET Endpoint Encryption Full Disk Encryption but also many other manufacturers of software disk encryption.

A DELL-provided BIOS update might fix the issue.

Start the system to Windows to apply the BIOS update:

You may need to start the system to Windows to apply the BIOS update. We recommend installing Windows on a second disk to start from it and apply the BIOS update. After the BIOS is updated, return the original disk to the system. 

If, after updating the BIOS, the system does not boot, the original BIOS may have blocked access to the system's Master Boot Record (MBR). You should restore the ESET Endpoint Encryption MBR using the Recovery Tool.

ESET Endpoint Security for Android

  • Due to changes in Stock Android by Google, ESET Endpoint Security for Android can no longer execute the relevant steps related to the Wipe command. To ensure at least some data security on Android 6 devices, this command behaves the same way as Enhanced factory reset. Among other things, for example, the process will end up with a restore to factory default settings.
  • Due to changes in Android 7, Google enables the user to deactivate an active device administrator and uninstall the app in a single action. Users can now uninstall EESA without entering the admin password.
  • If you have an active app on your device with screen overlay permissions on your Android 6 (Marshmallow) device, you cannot grant permissions to any other app, including your ESET product. To enable permissions for your ESET product, you must disable screen overlay permissions for the app.
    Permission settings for Android 6 (Marshmallow)

    If you receive the message "Screen overlay detected" after granting permissions in your ESET mobile business product for Android, edit your permissions to resolve the issue.

ESET Endpoint Antivirus and ESET Endpoint Security for macOS

Version 7.4 (ESET Endpoint Antivirus for macOS)
  • In versions 7.3 to 7.4.1500.0, the onboarding wizard is shown during the remote installation. When the onboarding wizard is running, the product does not communicate its statuses into the ESET PROTECT Web Console, resulting in the admin being unaware of the current state of the product.
  • The previous releases of version 7.1 and 7.2 wrongly migrated the TSN RTP setting from version 6. If the user upgrades from version 6 to version 7, we highly recommend installing version 7.4, navigating to TSN RTP → For all file operations and disabling the Advanced heuristic setting. This setting was wrongly enabled by migration from version 6.
Version 7 (ESET Endpoint Antivirus for macOS)
Unsupported product versions

This content applies to ESET product versions currently in Limited Support or End of Life status.

For a complete list of supported products and support level definitions, review the ESET End of Life Policy for business products.

Upgrade ESET business products.

Version 6
  • The Scheduler tool in ESET Endpoint Security for Mac and ESET Endpoint Antivirus for Mac running on macOS Big Sur (11) cannot run scheduled task for sandboxed applications. For example, all applications downloaded from the Apple store are sandboxed. You can find more information about Sandbox in the Apple documentation.
    • The Scheduler can still create tasks for ESET applications and other non-sandbox applications.
  • A computer scan that is triggered from ERA and finds malware displays an action window on the endpoint computer that requires user interaction.
    • Solution: Use Strict Cleaning when triggering scans from ERA.
  • Media Control settings are not migrated to Device Control during an upgrade from version 6 to 6.1 and later.
  • Mail protection cuts off an email when sending it with ISO-2022-JP encoding.
  • Upgrade to version 6 can only be done from ESET NOD32 Antivirus 4 Business Edition version 4.1.100 and later.
  • Folders used as storage for several OS X Server services must be excluded from scanning.
  • You cannot deactivate Endpoint License from ESET License Administrator.
  • The Scan on File action blocks communication between VMware Fusion from version 7 and vCenter on OS X from version 10.10.4.
    • Solution: You must set exclusions and exclude the following folder:
      • On macOS High Sierra (10.13) and earlier:
        /System/Library/Preferences/Logging/Subsystems
      • On macOS Mojave (10.14):
         /private/etc/*.*
        /Applications/VMware Fusion.app/Contents/*.*
        /Library/Preferences/Logging/*.*
  • Cleaning loginwindow.plist on macOS High Sierra (10.13) only works if you upgrade with products that have the same application bundle name.
  • The firewall may fail in ESET Endpoint Security for Mac 6.10.900.0 on macOS Big Sur (11). We advise disabling all application-specific rules for the firewall in ESET PROTECT policies before you upgrade ESET Endpoint Security to 6.10.900.0 on macOS BigSur (11). To partially compensate for these changes, we advise dividing your policies into two policies. The first policy will have the same firewall settings as your earlier policy but will only be applied to computers with macOS Catalina (10.15) and earlier. The second policy will be for computers with macOS Big Sur (11), where the application-specific rules will be removed.

  • Text is missing in firewall dialogues in your ESET product for Mac.
    Products affected:
    • ESET Cyber Security Pro 6.10.600.0 and later
    • ESET Cyber Security 6.10.600.0 and later
    • ESET Endpoint Security for Mac 6.10.900.0 and later
    • ESET Endpoint Antivirus for Mac 6.10.900.0 and later
    You can resolve this issue by rebooting your computer.

ESET Server Security for Linux

  • No known issues

ESET Gateway Security for Linux

  • In certain configurations, you may experience problems with video streaming on your network. For example, your media player may be unable to fill its video buffer, causing lags or synchronization issues during your video conferences.
Optimize ESET Gateway Security to prevent video streaming issues

If you encounter these or similar symptoms, we recommend you add a scanning exception for the problematic streaming address to the http directory of the ESETS configuration directory. To exclude a streaming address from scanning, use the following instructions:

  1. Append the streaming address you want to exclude from scanning to the whitelist_url file. To add an exception, replace the streaming address example in the following command with the address you want to exclude and run the command:

    echo "streaming.address.com:80/*" >> /etc/esets/http/whitelist_url

  2. To finalize adding/removing URL addresses, you must restart the ESETS daemon. Use the following command to execute an immediate restart:

    /etc/init.d/esets_daemon restart

For more information, use the following command to read the esets_http man page:

man esets_http

ESET Direct Endpoint Management plugin for ConnectWise Automate

ESET Direct Endpoint Management plugin for N-able N-central

ESET Direct Endpoint Management plugin for NinjaOne

ESET Direct Endpoint Management plugin for DattoRMM

Last Updated: Nov 27, 2023

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