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server not in contact with itself


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I have:

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)

It all functions well in general, however it has lost contact with it's own agent - last contact was in November 2019.

And now of course it won't upgrade to the latest version.

BTW We do have a password on the agent.

Any idea of how I can get the agent to re-register?

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21 minutes ago, MartinK said:

I would recommend to start by checking AGENT logs, as described in connectivity troubleshooting section of help.

Please also verify that AGENT service is actually running.

OK service is running, and only way to restart service (after "traceAll") is to reboot computer, I'll post most recent entries of log when server come back up.

See attached part of trace log since reboot and status html in zip.

NB name of domain has been replaced by "organisation"

Hope the attachments help diagnose the error.

regards

 

Roga

sample-trace.log status.zip

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  • ESET Staff

I am not certain but it seems that HW fingerprint of this device change in a way that ESMC requires manual approval for this device - it might have been evaluated as cloned.

Could you please check this client's details in console, whether there is no "Question" in respective subsection? It should be indicated by blue number. Also such questions from whole network should be listed in "Status overview" dashboard, if there are any.

If question will be reported for this device, please check documentation for it and resolve -> once done, device should be connecting. 

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OK that makes sense: it is a vm and we moved it from one host to another.

A little bit annoying, we had some backup software that did the same.

I'll try and follow the documentation and let you know how I get on.

BTW I haven't quite got the hang of those "blue numbers" yet - when I click on them it goes to a page with lots of reports, but it is not obvious what I have to do next.

Thanks for the response and going through those logs.

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Hi @MartinK

That all worked nicely, and once the server connected to itself, the upgrade task went ahead.

One last question, as I have now deleted the traceAll file in the logs directory, will the logging go back to default on next restart?

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10 hours ago, roga said:

One last question, as I have now deleted the traceAll file in the logs directory, will the logging go back to default on next restart?

Yes, it will revert back to settings from policies.

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32 minutes ago, MartinK said:

Yes, it will revert back to settings from policies.

Thanks for all your help @MartinK
Everything now resolved.

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