[KB7808] Reset the ESET PROTECT or ESET PROTECT On-Prem password

Issue

• ESET PROTECT: Forgotten password
• ESET PROTECT: Password change for another user
• ESET PROTECT On-Prem: Forgotten password or Two-Factor Authentication issue
• ESET PROTECT On-Prem: Password change
• Linux or virtual appliance: Web Console Administrator password reset

Solution

ESET PROTECT: Forgotten password

1. Open the ESET PROTECT Web Console in your web browser.

2. Click Forgotten password.

   

3. Type your email address into the Email address field and click Send instructions.

   

4. Follow the instructions in the email to reset your password.

ESET PROTECT: Password change for another user

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

2. Click Users and click the name of the user whose password you want to change.

   

3. Click Security settings → Change password.

   

4. Type the existing password and the new one, and click Save.

   

ESET PROTECT On-Prem: Forgotten password or Two-Factor Authentication issue

1. In the Windows search box, type Control Panel, then click Control Panel.

   

2. Under Programs, click Uninstall a program.

   

3. Right-click ESET PROTECT Server and select Change from the context menu.

   

4. Click Next.

   

5. Click Repair.

   

6. Select Network service account and click Next.

   

7. Complete all required fields in the Database server connection window, click Next and click Yes in the context window.

   Default port number

   Use the correct port number based on your installation. The standard MS SQL port is 1433. If you are using a pre-existing SQL database, 1433 is the default port.

   Default user credentials

   The default username is era_user. You can find the password in: %PROGRAMDATA%\ESET\RemoteAdministrator\Server\EraServerApplicationData\
Configuration\startupconfiguration.ini

   

   

8. Deselect the check box next to Use Administrator password already stored in the database, type a new password into the Password and Password confirmation fields and click Next. The password must contain at least 14 characters in at least three of these categories: lowercase letters, uppercase letters, numbers, or special characters. We recommend using a password with at least 17 characters.

   

9. Select Keep currently used certificates and click Next.

   

10. If your ESET PROTECT On-Prem is not activated, you need to use your activation key for activation.

11. Click Repair.

    

12. Click Finish.

    

ESET PROTECT On-Prem: Password change

1. Open the ESET PROTECT On-Prem Web Console in your web browser.

2. Click Change password.

   

3. Type your credentials and new password, and click Log in to save your changes and log you into the ESET PROTECT On-Prem Web Console. The password must contain at least 14 characters in at least three of these categories: lowercase letters, uppercase letters, numbers, or special characters. We recommend using a password with at least 17 characters.

   

Linux or virtual appliance: Web Console Administrator password reset

Follow the steps below to reset the Web Console Administrator password. Starting in ESET PROTECT On-Prem 13.0 and later, the Administrator password must contain at least 14 characters in at least three of these categories: lowercase letters, uppercase letters, numbers, or special characters. We recommend using a password with at least 17 characters.

1. Log in as root to the Linux console on the machine where ESET PROTECT On-Prem is installed.

2. For security reasons, save your password to the variable NEW_PASSWORD. Type the following command, where <password> is substituted by your new password.

   export NEW_PASSWORD=<password>

3. Run the following command to change your password to the new one:

   /opt/eset/RemoteAdministrator/Server/setup/installer_backup.sh --skip-license --server-root-password='env:NEW_PASSWORD'

   File path may differ

   • The path to installer_backup.sh may differ depending on your Linux distribution.

   • If you cannot locate installer_backup.sh, download the ESET PROTECT Server installer from the ESET website.

4. Run this command to remove your password from variables:

   export NEW_PASSWORD

5. Restart the ESET PROTECT Server service.