How do I export a configuration to an .xml file to help ESET Customer Care resolve my issue? (5.x)

KB Solution ID: SOLN2691|Last Revised: December 12, 2014

Issue

  • Exporting a configuration to an .xml file
  • ESET Customer Care agent has requested an .xml configuration file

Solution

A new version has been released

Version 6 of ESET Remote Administrator (ERA) and ESET business products were released in North America December 11th, 2014. This article applies to version 5.x and earlier ESET business products. For information about what's new in the latest version and how to upgrade, see the following articles:

There are three methods by which client workstations and network administrators can export an .xml configuration file. To export an .xml configuration file, click your preferred method below and follow the step-by-step instructions:

Home user? Click here
 

Export an .xml configuration using the ESET Remote Administrator Policy Manager

Export an .xml configuration in the ESET Remote Administrator Console

Export an .xml configuration on a client workstation

Submit an .xml configuration to ESET Customer Care

 

Using The ESET Remote Administrator Policy Manager

  1. Open the ERAC by double-clicking the ERAC icon on your desktop, or by opening the Start menu and clicking All Programs ESET ESET Remote Administrator Console ESET Remote Administrator Console.
     
  2. In the ESET Remote Administrator Console, click Tools Policy Manager. Select your server policy and click Edit policy.

Figure 1-1
Click the image to view larger in a new window

  1. Click File Export Marked to

Figure 1-3
Click the image to view larger in a new window

  1. Select a save location for your .xml file, type a name for it in the File name field and click Save. Exit the ESET Configuration Editor (click No when prompted to save your changes).
     
  2. Submit the .xml file to ESET Customer Care.

NOTE:

When submitting your configuration file to ESET Customer Care, please be sure to follow the steps below: 

  1. Right-click the .xml configuration file and click Send to Compressed (zipped) folder.
     
  2. Attach the zipped .xml configuration file to an email reply to Customer Care. Our representatives will examine the configuration file and respond as soon as possible with the recommended steps to address your issue.

Using the ESET Remote Administrator Console (ERAC)

  1. Open the ERAC by double-clicking the ERAC icon on your desktop, or by opening the Start menu and clicking All Programs ESET ESET Remote Administrator Console ESET Remote Administrator Console.

  2. In the main program window, click the Client tab.

  3. Right-click the desired client(s) and click Configuration.

  4. Click Save As in the Properties window, select a save destination for the .xml configuration file and enter a name in the File name field. Click Save.

Figure 1-4

  1. In the Properties window, click OK to return to the main program window.
     
  2. Submit the .xml file to ESET Customer Care.

NOTE:

When submitting your configuration file to ESET Customer Care, please be sure to follow the steps below: 

  1. Right-click the .xml configuration file and click Send to Compressed (zipped) folder.
     
  2. Attach the zipped .xml configuration file to an email reply to Customer Care. Our representatives will examine the configuration file and respond as soon as possible with the recommended steps to address your issue.

 

On the client workstation

  1. Open the main program window by clicking the ESET icon  next to the system clock or by clicking Start All Programs ESET ESET Endpoint Security or ESET Endpoint Antivirus.
     
  2. Click Setup Import and export settings.

Figure 1-5
Click the image to view larger in a new window

  1. Select Export settings, type a name for the .xml file in the File name field and click the ... button to select a save location for the file.
     
  2. Click OK to return to the main program window.

Figure 1-6

  1. Submit the .xml file to ESET Customer Care.

Submit an .xml configuration to ESET Customer Care

NOTE:

In order to submit an .xml configuration to ESET for analysis, you must have a case open with ESET Customer Care.

Once you have opened a case with ESET Customer Care and an agent has requested an .xml configuration file, you can attach the .xml file you exported using one of the following methods:

  1. Right-click the .xml configuration file and click Send to Compressed (zipped) folder.

  2. Attach the zipped .xml configuration file to an email reply to Customer Care. Our representatives will examine the configuration file and respond as soon as possible with the recommended steps to address your issue.

 

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