ESET Internet Security: The ESET LiveGrid® servers cannot be reached

[kiddingguy]

On two computer with ESET Internet Security installed (v 16.1.14.0) I get the  message: The ESET LiveGrid® servers cannot be reached.

Some time stamps [it's mostly on computer 1] - derived from my eset.com account its Activity feed:

Computer 1:
6:00 PM, 05/11/2023
The ESET LiveGrid® servers cannot be reached
7:42 PM, 05/10/2023
4:10 PM, 05/04/2023
1:00 PM, 05/02/2023
9:22 AM, 05/02/2023
8:06 PM, 04/25/2023

Computer 2:
12:05 PM, 05/02/2023
The ESET LiveGrid® servers cannot be reached
10:47 AM, 05/02/2023

What can be the issue here? Is a reinstall an option, or is this ESET related?

[NinjaGinger]

I get the live grid not working as well. It's all to do with server addresses not being reached. I ignore it, it works anyway and can be reached eventually. Does not seem to effect the program working. I think it's the ISP.

[Nick H. Supervisor]

As @NinjaGingeralso mentions, I get this when first booting up and my VPN is taking a moment to connect. I ignore it for 5 minutes, and the problem solves itself.

But maybe our resident guru, @goretskycould offer some tips?

[SnoopZ]

On 11/05/2023 at 21:07, Nick H. said:

As @NinjaGingeralso mentions, I get this when first booting up and my VPN is taking a moment to connect. I ignore it for 5 minutes, and the problem solves itself.

But maybe our resident guru, @goretskycould offer some tips?

Strange I can't read the users in your post they're completely white, forum bug? 

[Nick H. Supervisor]

On 11/05/2023 at 22:13, SnoopZ said:

Strange I can't read the users in your post they're completely white, forum bug? 

Yeah, looks like a bug with the default theme. I've submitted a bug report.

[kiddingguy]

It's not only when booting up.

Sometimes also after waking up/idle/hibernate.

A reboot though fixed the problem, but that's just a temp solution.

[snowy owl]

On 12/05/2023 at 04:55, kiddingguy said:

It's not only when booting up.

Sometimes also after waking up/idle/hibernate.

A reboot though fixed the problem, but that's just a temp solution.

Hi !

I used to have the same issue with ESET, even one of their technicians who took over my computer was never able to fix this annoying problem. He simply stopped troubleshooting and told me it was an application incompatibility, and closed the incident! just like that 😲!

That's why I ditched ESET!

 

[goretsky Supervisor]

Hello,

From looking at https://status.eset.com/, it looks like there were issues with ESET's cloud between May 11 12:19 UTC and May 12 13:00 UTC.

The issue with connectivity after a hibernate/sleep/low power state sounds unrelated.  As a complete guess, it sounds like the software isn't detecting or getting the link state info refreshed from the network stack, but, again, that's a complete guess on my part.  I will ask a friend I know over there who's on the core architecture team (which may not be the right person, but it's a starting point), but you may also want to ask in their support forum—the support engineers there  are senior ones who work for ESET's headquarters.

Regards,

Aryeh Goretsky


 

[snowy owl]

On 12/05/2023 at 07:03, goretsky said:

From looking at https://status.eset.com/, it looks like there were issues with ESET's cloud between May 11 12:19 UTC and May 12 13:00 UTC.

Hi!

I encountered this problem long before the period you mention, the problem appeared following an update of the app.

Now I'm using another antivirus, and there is no problem of connection with the database of this one, and no incompatibility with another application. The problem was ESET!

With the experience I had with the support, I will never recommend this security suite. The service completely sucks!

[goretsky Supervisor]

Hello,

@snowy owl, I was replying to the person who was having the issue, but thanks for sharing.  I am glad you found something that meets your needs.

@kiddingguy, if you are consistently able to reproduce the problem, ESET's support folks can help you troubleshoot it.  There's are all sorts of detailed logging options for troubleshooting under Advanced setup [F5 key] → Tools → Diagnostics → Advanced Logging, but you would want to speak with a support engineer first to determine what sort of information needs to be captured.

 

Regards,

Aryeh Goretsky
 

[snowy owl]

On 14/05/2023 at 01:04, goretsky said:

I am glad you found something that meets your needs.

Hi,

Indeed, I went back to Kaspersky, which hasn't given me all these problems that I had encountered with ESET.

I also mention the experience I had with one of their technicians who had passed on the incident to a higher level technician. To whom I had sent all the diagnostics of the app, only to be told that there must be some incompatibility with another application, but he could not tell me which one! And with a snap of the finger he closed the request, and then I was on my own. So I can't give any good feedback about them.

Earlier I mentioned that this problem had started after an update of the app, to be more precise, this problem had started around the middle of November 2022, and was happening every day, and then, sometimes the connection ended up being restored the same day or sometimes only the next day.

Good continuation, I will not interfere in your subject anymore.

Have a nice day

Best regards

Edited May 14, 2023 by snowy owl
misspelling

[Accuphase]

@goretsky

Hi Aryeh,

Just came to my attention about your distinguished career in the AV industry, going back to working with John McAfee at his kitchen table!
John would've been an interesting guy to work with. "If I suicide myself, I didn't. I was whackd." and yet his cause of death is reported as a hanging. 
Was an intriguing story, no doubt.

[goretsky Supervisor]

Hello,

Mr. McAfee was certainly an interesting individual; he had an amazing ability to synthesize information from many disparate sources at once and then make a decision.  In retrospect, some of them were wrong, but often they were correct.  He also had an ability to rapidly pivot if something wasn't working out.  These were definitely important skills that allowed him to flourish.

That said, he had grown accustomed to having his way and getting whatever he wanted in the years since he had made his fortune, and was very proud of the control he had over everything around him.  Being jailed and fighting extradition meant having all of that all taken away from him.  At his final extradition you could hear the stress in his voice--he clearly was dreading what was to come next.  I think that what he did was simply his final way of exerting some control over his life.

Regards,

Aryeh Goretsky
 

[JustGeorge]

I noticed the same live grid stuff yesterday on our Server. 

[kiddingguy]

It's a known issue at ESET. And it's (their) server-side related.

So no need for reboots etc. It can do no harm as they told me. Let's hope they are right.