[KB7800] Error "Login Failed: Connection has failed with state 'Not connected'" in ESET PROTECT Web Console (8.x–9.x)

Issue

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

 

Solution

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 Web Console.
  • For the error "Login failed: Connection has failed with state 'Not connected'": There is an issue with the connection between Web Console and ESET PROTECT Server or the ESET PROTECT Server and ESET PROTECT database (but the connection between the Browser and Web Console 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 ESET PROTECT 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. Refer to the ESET PROTECT User Guide for more details.

  1. 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.

  2. 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.

  1. 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.

  2. Verify that the ESET PROTECT Sever is running.

  3. The listening ports may already be in use (443, 2222, 2223 or 8443) and prevent ESET PROTECT services from running properly. See part II here: Check for port conflicts.

  4. Look for possible errors in ESET PROTECT Server and Apache Tomcat log files.

    • ESET PROTECT Server:
      C:\ProgramData\ESET\RemoteAdministrator\Server\EraServerApplicationData\Logs\
       
    • Apache Tomcat:
      C:\ProgramData\ESET\RemoteAdministrator\Tomcat\Logs\

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

II. Reinstall ESET PROTECT Web Console

The following instructions will take 10 to 20 minutes to complete depending on your network connection.

  1. Stop the Apache Tomcat 9 service from services.msc or navigate to your %TOMCAT_HOME%\bin directory (for example, C:\Program Files\Apache Tomcat\Apache Software Foundation\apache-tomcat-9.0.40\bin) and double-click tomcat9w.exe.

  2. Rename %systemdrive%\Program Files\Apache Software Foundation\Apache Software Foundation\apache-tomcat-9.0.40\Webapps\era to era.old.

  3. Download the latest era.war file from the following location:

  4. 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\Apache Software Foundation\apache-tomcat-9.0.40\Webapps\
  5. Restore this file %systemdrive%\Program Files\Apache Software Foundation\Apache Software Foundation\apache-tomcat-9.0.40\Webapps\era.old\WEB-INF\classess\sk\eset\era\g2webconsole\server\modules\config\EraWebServerConfig.properties to its original location.

  6. Start the Apache Tomcat 9 service (see step 1 above).

  7. Refresh the ESET PROTECT Web Console (F5).

    Open the ESET PROTECT Web Console in your web browser and log in.

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