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

Issue

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

 

Solution

To troubleshoot the problematic component, trace the communication process.

  • For the error "Login failed: Communication error": There is an issue with communication between your browser and the ESET PROTECT Web Console.
  • For the error "Login failed: Connection has failed with state 'Not connected'": There is an issue with the connection between ESET PROTECT Web Console and ESET PROTECT Server or the ESET PROTECT Server and ESET PROTECT database (but the connection between the Browser and Web Console might be working).

I. Troubleshoot connection problems

Login Failed: Connection has failed with state 'Not connected'

If you see this error message when logging into the ESET PROTECT Web Console, your upgrade is incomplete. Depending on the database size and system configuration, the component upgrade task can take up to two hours or longer to complete.

We do not recommend interrupting the process because it can permanently damage the database. Read more about the case when the component upgrade to ESET PROTECT On-Prem runs slowly.

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 try logging 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 the service and how to read log files are different. Refer to the ESET PROTECT User Guide for more details.

  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 may already be in use (443 or 8443) and may prevent ESET PROTECT services from running properly. Check for port conflicts (part II).

  6. Look for errors in the 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\

  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 era.war file to a temporary location.

    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 email ESET Technical Support.

Last Updated: Sep 12, 2024

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