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Update Mirror Troubleshooting Checklist (ESET Remote Administrator 5.x)

Issue

  • Troubleshoot issues with the ESET Remote Administrator Server Mirror
  • Update fails or finishes with a warning
  • AUTHORIZATION_FAILED(0x2001) error
  • MIRROR_REQUIRED_MODU error
  • Client workstations are unable to retrieve updates from the ESET Remote Administrator Server Mirror
  • A conflict exists between the ESET RA HTTP Server service and the ESET HTTP Server service

See the basic setup guide

This checklist is available in Section 6 of the ESET Remote Administrator Basic Setup Guide.

Solution

A new version has been released

Version 6 of ESET Remote Administrator (ERA) and ESET business products were released in North America December 11th, 2014, and globally February 25th, 2015. This article applies to version 5.x and earlier ESET business products. For information about what's new in the latest version and how to upgrade, see the following article:

Complete the following checklists to troubleshoot your issue(s). If you are still experiencing issues after completing part I and part II, proceed to part III.

  1. Client-side checklist
  2. Server-side checklist
  3. Before submitting a case

I. Client-side checklist

  1. Clear the update cache and try to update again.
  2. Verify that the client workstation is able to reach the mirror (http://servername:2221/update.ver):

II. Server-side checklist

  1. Verify that server update settings are configured properly in the ESET Remote Administrator Console:
    1. Set up a Mirror server in ESET Remote Administrator.
    2. Clear the update cache and try to update again.
  2. Verify that the Windows firewall is allowing TCP traffic on port 2221:
    1. Click StartAdministrative ToolsWindows Firewall with Advanced Security.
    2. Click Inbound RulesNew Rule.

      Inbound/outbound rules

      The same Windows Firewall exception should be added for Outbound rules as well.

    3. Select Port and click Next.
    4. Select TCPSpecific local ports and then enter 2221-2224 into the blank field. Click Next. Select Allow the connection and click Next again.
    5. Deselect the check box next to Public and click Next.
    6. Type a name for the rule into the Name field and click Finish.
  3. Delete the Mirror and updfiles folders from the file system and let the ESET Remote Administrator Server recreate it by performing an update:
    1. Make sure that Show hidden files, folders, and drives is enabled:
      1. Click StartControl PanelFolder Options.
      2. Click the View tab, select Show hidden files, folders, and drives and then click OK.
    2. Navigate to the Mirror folder, right-click it and select Delete. Click Yes to confirm.

      Location may vary

      The location of this folder will vary depending on operating system and Mirror configuration.

      • Server 2008R2: C:\ProgramData\ESET\ESET Remote Administrator\Server\Mirror

      • XP/Server 2003: C:\Documents and Settings\All Users\Application Data\ESET\ESET\Remote Administrator \Server\mirror
    3. Repeat the same process for the updfiles folder.
    4. Open the ESET Remote Administrator Console and click ToolsServer Options.
    5. Click the Updates tab, select the check box next to Clear update cache and then click Update Now. When prompted to fire the event, click Yes.
  4. Verify that the ESET RA HTTP Server service is set to manual and logged in as the Network Service account:
    1. Click Start, type services.msc into the search field and press Enter.
    2. Locate the ESET RA HTTP Server service in the Name column.
    3. Verify that Manual is listed in the Startup Type column.
    4. Verify that Network Service is listed in the Log On As column.
  5. Verify that the http Mirror service is running and or can be restarted successfully.

    If not:
    1. Verify that the client on the server is not also attempting to host the mirror.
    2. Verify that there are not any other services listening on the mirror (port 2221 by default).
  6. Verify that the mirror folder exists in the file system:
    1. Make sure that Show hidden files, folders, and drives is enabled:
      1. Click StartControl PanelFolder Options.
      2. Click the View tab, select Show hidden files, folders, and drives and click OK.
    2. Navigate to the Mirror folder.

      Location may vary

      The location of this folder will vary depending on operating system and Mirror configuration

      • Server 2008R2: C:\ProgramData\ESET\ESET Remote Administrator\Server\Mirror

      • XP/Server 2003: C:\Documents and Settings\All Users\Application Data\ESET\ESET Remote Administrator\Server\mirror

  7. Verify the path of the mirror. If a non-standard location is set then set it to the default of, Mirror\:
    1. Open the ESET Remote Administrator Console and click Tools ESET Configuration Editor.
    2. Expand Remote AdministratorERA ServerSettingsMirror and select Mirror folder.
    3. If you see a path other than mirror\ in the Value field, replace it with mirror\ (the default folder).
    4. Save your changes and exit the ESET Configuration Editor.
    5. Click ToolsServer Options, click the Update tab and then click Update Now.
  8. Verify that the mirror folder is up to date:
    1. Make sure that Show hidden files, folders, and drives is enabled:
      1. Click StartControl PanelFolder Options.
      2. Click the View tab, select Show hidden files, folders, and drives and click OK.
    2. Navigate to the Mirror folder in your file system, double-click it and then open update.verfile in Notepad.
    3. Search the file for today’s date in European format (European format is written YYYYMMDD, for example, 20121108). The virus signature database version will be displayed next to the date, which you can compare to the latest version of the virus signature database.
  9. Delete the contents of the Windows Temp folder and/or check the permissions:
    1. Navigate to C:\Windows\Temp.
    2. Verify that the user has “Full Control” by right-clicking the Temp folder and clicking PropertiesSecurity tab.
    3. Once you have verified that the user has Full Control access, delete the contents of the Temp folder.

III. Before submitting a case

If you are still experiencing issues and are going to submit a case, you can expedite our response time by having a SysInspector log and .xml configuration ready:

  1. Create a SysInspector log:
    1. Download ESET SysInspector.
    2. Click Download next to your desired version. When prompted to Run or Save, click Save and save the file to your Desktop.
    3. Double-click the SysInspector icon on your Desktop and click Run.
    4. Click I Agree. Once the analysis is finished, the ESET SysInspector main program window will open.
    5. Click FileSave Log. Click Yes to confirm and then save the log file to your Desktop.

      Before saving the log file

      Make sure that ESET SysInspector Compressed Log (*.zip) is selected from the Save as type drop-down menu.

    6. Attach this log to your email reply to ESET Technical Support. We will examine the log and respond as soon as possible with the recommended action based on our findings.
  2. Export an .xml configuration by following the steps in the Knowledgebase article below:
  3. Attach the configuration .xml file to your email reply to ESET Technical Support. We will examine the log and respond as soon as possible with the recommended action based on our findings.