ESET Smart Security or ESET NOD32 Antivirus installation problems (how to generate an error log)KB Solution ID: SOLN406|Last Revised: October 26, 2012
- ESET Smart Security or ESET NOD32 Antivirus ends prematurely, ends with a specific error message, or performs a rollback to a previous system state.
- Run the installation with a special parameter to create a log file with detailed information about the error encountered during installation.
This log file can then be sent to ESET Customer Care to allow us to troubleshoot the issue more effectively. In addition, the setupapi.log file created by Microsoft Windows can also be used to provide more information about the problem, but first it must be properly configured.
I. Configure the verbosity of the C:\Windows\setupapi.log file
Navigate to the log file using the steps below:
- Open the registry editor by clicking Start Run and typing regedit (Microsoft Vista users: Click Start, type Run in the Start Search box and press ENTER, and then type regedit in the Run window).
- Navigate to HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Setup and set the Log Level value to 0x0000FFFF by typing the "ffff" string into the Value data field (see Figure 1-1). When you are finished, continue to part II.
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II. Run the installation with the special parameter and create the ESET install.log file
- Click Start Run. The Run window will be displayed (Microsoft Vista users: Click Start and then type Run in the Start Search box and press ENTER).
- Click the Browse button and navigate to the folder containing the .msi install file (e.g., eav_nt32_ENU.msi). Select All Files from the Files of type drop-down menu. Double-click the .msi install file.
- The install path will be inserted into the Run window. Type (space) /lvx* install.log at the end of the install path, and click OK (See Figure 1-2 below).
- Attempt to finish the installation as normal, or proceed until you encounter any errors. The install.log file will be created in the folder where the .msi file is located. The setupapi.log file will be created in the C:\Windows folder. Windows Vista / Windows 7 users should look for the following files:
III. Respond to ESET Customer Care
If you have already opened a ESET Customer Care support request, respond to the email and attach the log file that you just generated. If you have not yet contacted ESET Customer Care, open a case now. Be sure to attach the install.log and setupapi.log files to your email to ESET Customer Care. We will review both files and advise you of the best course of action.