Web Console does not load

Issue

  • ESET Remote Administrator Web Console (ERA Web Console) does not load
  • You receive the message "Cannot access page"
  • You need to reinstall Apache Tomcat 7

Solution

A new version has been released

Version 7 of ESET business products were released on August 16, 2018. This article applies to version 6.x and ESET Remote Administrator . For information about what's new in the latest version and how to upgrade, see the following article:

If ESET Remote Administrator Web Console (ERA Web Console) will not start, or if the login screen appears to load constantly without opening, follow the instructions below. Start with part I and only continue to the next part if the issue is not resolved.

I. Restart the services for ESET Remote Administrator Server and Apache Tomcat

  1. Try using a different browser to access ESET Remote Administrator Web Console. If you are using Internet Explorer, make sure you have the latest version. 
  2. Restart the ERA Server service.
  3. Restart the Apache Tomcat service.
  4. Attempt to open the ESET Remote Administrator Web Console (6.x).

If the ERA Web Console login screen does not load successfully, continue to part II.

II. Check for port conflicts

  1. Press the Windows key + R, type cmd into the field and click OK to open a command prompt. Type the following command:

    netstat –aobn

Figure 2-1

  1. Verify that Tomcat7.exe is listening on port 443 or 8443. How do I change the port used by the ESET Remote Administrator Web Console? (6.x)
  2. Attempt to open the ESET Remote Administrator Web Console (6.x).

If the ERA Web Console login screen does not load successfully, continue to part III.

III. Uninstall and Reinstall Apache Tomcat 7 and generate a new keystore

To uninstall Apache Tomcat:

  1. Click Start Control PanelUninstall a program.
  2. Select Apache Tomcat 7.0 Tomcat7 (remove only) and click Uninstall/Change.

Figure 3-1

To reinstall Apache Tomcat:

  1. Reinstall Apache Tomcat 7 by navigating to the original location to which you downloaded the ESET Remote Administrator Setup package (in this example, C:Desktopx64).
  2. Open the installers folder and double-click apache-tomcat-7.0.xx (exe).

Figure 3-2

  1. Follow the instructions in the setup wizard to install Apache Tomcat.
    1. In the Choose Components screen, choose Normal or Minimal.
    2. In the Configuration options screen, click Next.
    3. Navigate to the Java Runtime (JRE) installer saved on your system (you must use Java SE 6.0 or later) and click Next.
    4. Choose your desired installation folder and click Install.

To generate a n ew keystore:

Backup the keystore and server.xml

The instructions below will create new keystore and server.xml files. Alternatively, you can back up these files and replace them in the standard installation folder location. Use the following examples as reference:

keystore - (C:Program Files (x86)Apache Software FoundationTomcat 7.0.keystore)

server.xml - (C:Program Files (x86)Apache Software FoundationTomcat 7.0confserver.xml)

  1. Navigate to the bin folder in the current Java directory (for example, C:Program Files (x86)Javajre1.8.0_91in>) in the command line and run the following command after substituting your values for bin folder, password and certificate information. (See the Important note below for more information)

    keytool.exe -genkey -alias "tomcat" -keyalg RSA -keysize 4096 -validity 3650 -keystore "C:Program Files (x86)Apache Software FoundationTomcat 7.0 omcat.keystore" -storepass "yourpassword" -keypass "yourpassword" -dname "CN=Unknown, OU=Unknown, O=Unknown, L=Unknown, ST=Unknown, C=Unknown"

    Substitute your own values in the command

    • Substitute the actual location of your bin folder here (for example, C"Program Files or x86)
    • Enter your password here. The password will be stored in plain text later, so entering a new password is recommended.
    • Enter the certificate information:
      CN: Common Name (identifies the fully qualified domain name(s) associated with the certificate)
      OU: Organizational Unit
      O: Organization (Business name)
      L: Locality (City)
      ST: State
      C: Country code
  2. Open the server.xml file located at the following path:

    C:Program Files(x86)Apache Software FoundationTomcat 7.0confserver.xml
     
  3. Search or scroll until you find <!-- A "Connector" represents an endpoint by which requests are received... and edit the area for connector ports by pasting the following code in server.xml:

    <Connector port="80" protocol="org.apache.coyote.http11.Http11Protocol" connectionTimeout="20000" redirectPort="443" />
    <Connector port="443" maxHttpHeaderSize="8192" maxThreads="150" minSpareThreads="25" maxSpareThreads="75" enableLookups="false"

    disableUploadTimeout="true" acceptCount="100" scheme="https" secure="true" SSLEnabled="true" clientAuth="false" sslProtocol="TLS"
    keyAlias="tomcat" keystoreFile="C:YOUR_LOCATION_OF_KEYSTORE omcat.keystore" keystorePass="YOURPASSWORD"/>

    Change port and type keystore password

    • Change port 443 to 8443 if 443 is already in use.
    • In the field keystorePass=YOURPASSWORD, type the keystore password that was used during keystore generation.
  1. In the following location, create a new folder and name it era:

    C:Program Files(x86)Apache Software FoundationTomcat 7.0webapps
     
  2. Change the file name era.war (from the era installer folder) to era.zip.
  3. Extract the era.zip files to the following location:

    C:Program Files(x86)Apache Software FoundationTomcat 7.0webappsera
     
  4. Start the Apache Tomcat service.
  5. Set the Apache startup type service to Automatic.
  6. Attempt to open the ESET Remote Administrator Web Console.

If the ERA Web Console login screen does not load successfully, visit the Related links below or contact ESET technical support.

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