Server Task: Delete Not Connecting Computers Failed

[Camilo Diaz 2]

ESET Security Management Center (Server), Version 7.0 (7.0.577.0)
ESET Security Management Center (Web Console), Version 7.0 (7.0.429.0)

Microsoft Windows Server 2012 R2 Datacenter (64-bit), Version 6.3.9600

 

Server Task keeps failing. Not much info from the console. See attachment.

 

From the logs in C\:ProgramData\ESET\RemoteAdministrator\Server\EraServerApplicationData\Logs I think the error is related to:

 

2019-04-18 01:40:14 Information: LicenseModule [Thread 3f0]: DeactivateSeatsForComputers: Deactivation of seat [ComputerUUID=0d784d38-806b-4b12-8607-032559162da8, SeatID=2e5c5ba1-d108-4675-a2c4-7f473ba, MasterSeatId=232f229a-8db6-4e4a-8a16-e913e8bd17d5] failed. Error: CEcpCommunicator: ECPRequestMessageDeactivation request failed, error=0x20103004.

 

2019-04-18 01:40:15 Information: LicenseModule [Thread 3f0]: DeactivateSeatsForComputers: Deactivation of seat [ComputerUUID=128b91b2-118d-4710-b02d-90caf056ded0, SeatID=d67b52bd-8c73-4bb4-ad4d-2841415, MasterSeatId=232f229a-8db6-4e4a-8a16-e913e8bd17d5] failed. Error: CEcpCommunicator: ECPRequestMessageDeactivation request failed, error=0x20103004.

2019-04-18 01:40:15 Information: LicenseModule [Thread 3f0]: DeactivateSeatsForComputers: Deactivating seat [ComputerUUID=150a8581-d6e7-47c4-a41c-027623b6050a, LicensePublicID=XXXXX, SeatID=1609803e-9...].

PS. I removed the LicensePublicID from the logs

Any advice on how to fix this?

 

 

 

[MichalJ 434]

My first recommendation (just to allow the deletion) would be to uncheck the option to "automatically deactivate such seats". What you can do, is to deactivate them manually via ESET License Administrator or shorten the removal interval there. 

What might also help for us to check is to try manual removal of such computers from ELA. If that works, then it might be caused by network connectivity issues on your / our side. It might help us to actually see the PLID, so we can check whether ESMC server was able to contact our licensing infrastructure, to perform deactivation. 

[Camilo Diaz 2]

21 minutes ago, MichalJ said:

My first recommendation (just to allow the deletion) would be to uncheck the option to "automatically deactivate such seats". What you can do, is to deactivate them manually via ESET License Administrator or shorten the removal interval there. 

What might also help for us to check is to try manual removal of such computers from ELA. If that works, then it might be caused by network connectivity issues on your / our side. It might help us to actually see the PLID, so we can check whether ESMC server was able to contact our licensing infrastructure, to perform deactivation. 

 Thanks for your prompt reply. 

The ideal solution is to delete and deactivate the license autmatically from ESMC. We are managing +8000 devices so you can understand is not a good solution to delete the devices one by one and then deactivate the license one by one. I'd like to troubleshoot connectivity to ELA servers. What's the PLID?

Edit: I know  PLID is now. I'll pm you the details

Edited April 18, 2019 by Camilo Diaz
more info

[tomasS 5]

Dear Camilo,

is there any chance to provide log files from the ESMC Server?

If possible please try to replicate the situation with enabled "trace" verbosity (https://help.eset.com/esmc_admin/70/en-US/admin_server_settings.html?admin_server_settings.html) and please provide us with logs - we are curious about the "trace.log" from the ESMC Server. Logs can be collected by ESET Log Collector (https://support.eset.com/kb3466/?locale=en_US&viewlocale=en_US)

[Camilo Diaz 2]

Hi Tomas, I'll pm you a link to the logs.

Cheers.