ERA - not updating last connected field

[Jakart 0]

Hello, we have problem recently with ERA - it stopped updating last connected field on most computers, but on few it works fine, any ideas whats the problem? Thank you.

[Marcos 5,444]

Please check C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\status.html and trace.log on not connecting computers for more details.

[Jakart 0]

Hello,

status.html shows that everything is ok, but in trace.log are some errors, you can find them in atteched file. Can you please tell me what this errors means? Thank you.

log.txt

[MartinK 384]

When analyzing status.html, please double check that log was generated in recent time.

Regarding errors in trace.log, there are multiple errors that might result in problems:

• 2020-02-06 06:45:54 Error: NetworkModule [Thread 19a0]: NodSslInitAsClient, Extended error: 206
  2020-02-06 06:45:54 Error: NetworkModule [Thread 19a0]: InitAsClient: NodSslInitAsClient: Internal error in the underlying implementations.

  Indicated it is not  possible to initialize SSL client. This is crucial for AGENT to report to ERA/ESMC server.

• CWbemServices: Could not connect. Error code = 0x8007045b

  indicates there is problem with WMI subsystem in this client. This would most probably result in inability of AGENT to report system details like OS name, version, network adapters with IP addresses, etc.

• 2020-02-06 06:45:55 Error: CEssConnectorModule [Thread 5c4]: Product is not available, canceling tasks
  2020-02-06 06:45:55 Error: CSystemConnectorModule [Thread 3100]: Product is not available, canceling tasks

  indicates there was not clean shutdown of AGENT at that time. This should pose no problems.

 

Could you provide more details of platform and versions? Most critical errors seems to be related to SSL connectivity. In ERA (prior to recent version of ESMC), SSL layer provided by system was used for connectivity. In case it stopped working recently, maybe there was some system update? Or there is network component that might block weaker SSL parameters?