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

Solution

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):
   • Configure an ESET client workstation to access the Mirror server in ESET Remote Administrator (5.x).
   • If the Mirror still cannot be reached, verify that the Windows firewall on the server, or any other firewalls, is allowing TCP traffic on port 2221.
   • Test the connectivity from the workstation computer to the server using Telnet:
     • telnet SERVERNAME:2221

     If Telnet is not installed

     You can install Telnet from an administrative command prompt using the following command:

     • pkgmgr /iu:"TelnetClient"

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 Start → Administrative Tools → Windows Firewall with Advanced Security.
   2. Click Inbound Rules → New 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 TCP → Specific 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 Start → Control Panel → Folder 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 Tools → Server 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).
      • You can use Telnet or NetStat to complete this step.
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 Start → Control Panel → Folder 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 Administrator → ERA Server → Settings → Mirror 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 Tools → Server 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 Start → Control Panel → Folder 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 Properties → Security 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 File → Save 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 typedrop-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:
   • How do I export a configuration to an .xml file to help ESET Technical Support resolve my issue?
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.