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Chris T Fer

Policies not getting pushed to users from Cloud

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New user to ESET Endpoint protection and cloud management. I had set a firewall policy to allow vpn and rdp to work for a few users that needed it, It worked great to push the policy out to those users that needed it. I can check each client configuration and see the policies in place for the ones I assigned. Now that more are working from home I assigned the policy to more client PC's but they aren't picking it up for some reason. Its been a few days and still nothing...

Any ideas or tips?  A a workaround I've had to manually configure the firewall on each client to get get by... but for obvious reasons this isn't ideal.

thanks in advance.

Chris

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Do you use ESET Cloud Administrator? If you check client details, has there been a connection to ECA recently? Is C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\status.html or trace.log showing any errors on the client?

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seeing replication errors.  Yes using ESET Cloud administrator

ERROR: SendRequestAndHandleResponse: Rpc message response INTERNAL_ERROR. Error message:

  • Replication details: [Task: CReplicationConsistencyTask, Scenario: Automatic replication (REGULAR), Connection: REMOVEDTHISTEXTTOHIDEINFO.a.ecaserver.eset.com:443, Connection established: true, Replication inconsistency detected: false, Server busy state detected: false, Realm change detected: false, Realm uuid: REMOVEDTHISTEXTTO HIDEINFO, Sent logs: 0, Cached static objects: 0, Cached static object groups: 0, Static objects to save: 0, Static objects to delete: 0, Modified static objects: 0]
  • All replication attempts: 119

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I just tried to install a new client and although it installed ok and the agent is running... and I can even see it in the cloud... but the cloud administrator doesn't detect that the agent is installed. Can't see the IP address... etc...

Here's the error...

  • Agent peer certificate with subject 'CN=Agent-REMOVEDTHISTEXTTOHIDEINFO' issued by 'O="ESET, spol. s r.o.", OU=ECA 2017, CN=Eset Cloud Administrator External CA' with serial number '49c2' is invalid now (NodVerifyTrustResult: 42, NVT_NotTrusted, X509ChainStatus: 0x10000, X509CSF_PartialChain)
  • Peer certificate may be valid but can not be verified on this machine
  • Check time validity and presence of issuing certification authority

Makes me think there is a definite communication error from our clients to the cloud.

How would I fix this?

The only thing that has changed in the office would be windows updates and the fact that many staff are working from home using VPN

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Could you please provide me privately (PM) unique identifier of your ECA instance? It can be seen in EBA portal, as described in help: https://help.eset.com/eca/en-US/about.html

First error indicate there might be some problem in cloud infrastructure which we can verify.

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I ended up submitting a ticket. None of my clients have connected to ECA in 2 days. At the moment they have confirmed its a cloud issue and they're working on it. Hopefully resolved soon!

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