[KB7800] Error "Login Failed: Connection has failed with state 'Not connected'" in ESET PROTECT Web Console (On-Prem)

Issue

• You receive the error message "Login Failed: Connection has failed with state 'Not connected'" or "Login failed: Communication error" in ESET PROTECT Web Console

  

Details

Solution

1. Troubleshoot connection problems
2. Reinstall ESET PROTECT Web Console

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 attempt to log in again.

1. Check for problems or conflicts in your network. For example, the connection may be broken if the database server is running on a different computer.

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.

3. Verify that the database service (SQL Server or MySQL) is running. Try to connect to the database; if the connection to the database is not working, restart the database service.

4. Verify that the ESET PROTECT Server is running. You can restart ESET PROTECT Server service.

5. Check for port conflicts. The listening ports (443 or 8443) may already be in use, preventing ESET PROTECT services from running properly. Check for port conflicts.

6. Review the ESET PROTECT Server and Apache Tomcat log files for errors.

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



7. Update Java to the latest version.

If you cannot 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-tomcat-9.0.40\bin) and double-click tomcat9w.exe.

2. Rename C:\Program Files\Apache Software Foundation\apache-tomcat-9.0.40\webapps\era to era.old.

3. Download the latest ESET PROTECT setup to a temporary location and navigate to the era.war file.

   Earlier versions of ESET PROTECT Web Console

   If you use earlier versions of ESET PROTECT, download the era.war file for the respective version of ESET PROTECT Web Console.

4. Rename the era.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: C:\Program Files\Apache Software Foundation\apache-tomcat-9.0.40\webapps\era

5. Restore C:\Program Files\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. Move C:\Program Files\Apache Software Foundation\apache-tomcat-9.0.40\webapps\era.old to a location outside of webapps.

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

8. Refresh the ESET PROTECT Web Console (press the F5 key) and log in.

9. After successfully logging in, delete the era.zip file.

If you are still unable to resolve this issue, include the above ESET PROTECT Server and Apache Tomcat log files and contact ESET Technical Support.