ESET Livegrid not reachable

[Robindr 0]

Goodmorning,

Since yesterday my Endpoint Antivirus is giving the message "ESET LiveGrid not accessible"
I haven't found any information regarding network related issues. Is there anything wrong ?

 

Regards,

Robin

 

Also i am not able to update the software for 2 days now:

 

 

Edited November 21, 2018 by Robindr

[Marcos 5,071]

Please make sure that you have proxy server set up correctly in the advanced setup -> tools -> proxy server.

If that's not an issue, check https://support.eset.com/kb332/ for a list of addresses and ports that need to be allowed on a firewall in order for Endpoint to work properly.

[Robindr 0]

Hi Marcos,

Both solutions I have double checked before I posted this message,

[TomTomTom 2]

Hi there,

I have the same problem on some (now 2) machines..... Checked everything. seems to be OK, but still the problem. On one machine (with internet connectivity) I disabled the firewall, then it worked. But the other one has no Internet connection, so disabling the firewall gave no solution.

CU

Edited November 30, 2018 by TomTomTom

[Gonzalo Alvarez 66]

Hello @TomTomTom

Please reset the firewall to default and be sure is on "Automatic mode", then restart the computer.

Let us know if the issue was resolved or not.

[Steve Eckes 1]

1. Hi, I have the same problem as of this morning.  Over 300 machines in three locations.  We have not made any changes to the network firewalls

[Marcos 5,071]

Try temporarily changing logging verbosity to diagnostics and check the ESET Event log for more details about the error.

[Steve Eckes 1]

We rebooted the ESMC server and the issue was resolved.  In the client logs the problem seemed to start with the updated Detection Engine version 18466.  After the server reboot the detection engine was updated to version 18468.  At the same time the problem resolved itself.   Don't know if the two events are related.  I appreciate your quick response Marcos. 

[TomTomTom 2]

This morming I had about 40 machines with the problem.

For me also a reboot of the ESMC server solved the problem.

Mysterious but not satisfying

[Marcos 5,071]

The ESMC server has nothing to do with Endpoint's communication with LiveGrid servers and restarting the ESMC server cannot affect it in any way. I rather suspect that the server got into a state when it stopped accepting replication attempts from agents for some reason. Should you run into the issue again, check if a troublesome machine has recently connected to the ESMC server.

[TomTomTom 2]

In the ESMC console the timestamp of last connection was minutes before. So I think they were still talking to the server, but receive not the newest modules.

[Marcos 5,071]

You can temporarily set logging verbosity to diagnostic on the client and in case the issue returns, check the ESET event log for more details about the failure.

[IT-KAV 1]

Hello, we had same problem since thursday-friday.

Restarting Apache proxy service on ERA server solved issue.

[Gonzalo Alvarez 66]

Hello,
@TomTomTom and @IT-KAV

As @Marcos pointed, what you do and mention is a "workaround" not the solution for the problem.

In order to find the root of the problem and find a permanent solution, we need logs to investigate. Please increase the verbosity of the logs and wait for the issue to reappear, if need contact more speed or dedicated team I suggeest contact your local ESET support to open a ticket.