TomTomTom 2 Posted September 25, 2020 Share Posted September 25, 2020 Hi, after updating the ESMC, the Endpoint Security and the agents on the clients the "Send Wake-Up Call" seems to stop working. I have not made any changes to the policy. Does anyone else have the problem? Any idea why it does not work anymore? Cheers Tom Link to comment Share on other sites More sharing options...
Administrators Marcos 5,074 Posted September 25, 2020 Administrators Share Posted September 25, 2020 Can the ESMC server and agents on machines communicate via MQTT on port 8883 with epns.eset.com? Do you use an http proxy? If so, does it require authorization? For more information about EPNS, please refer to https://help.eset.com/esmc_admin/72/en-US/epns.html&ref=esf. Link to comment Share on other sites More sharing options...
TomTomTom 2 Posted September 25, 2020 Author Share Posted September 25, 2020 I do not use a proxy, so there is no authentication anywhere. A telnet command to the server epns.eset.com with the port 8883 works immediately Link to comment Share on other sites More sharing options...
ESET Staff TomPark 4 Posted September 25, 2020 ESET Staff Share Posted September 25, 2020 1 hour ago, TomTomTom said: I do not use a proxy, so there is no authentication anywhere. A telnet command to the server epns.eset.com with the port 8883 works immediately Hi @TomTomTom, Is this a Windows or Linux hosted ESMC? Do you have a Watchguard Firewall or router on your network? If possible could you try restarting the ESMC Server Services and an example machine and then see if the wake up call then starts working? Regards, Link to comment Share on other sites More sharing options...
TomTomTom 2 Posted September 28, 2020 Author Share Posted September 28, 2020 I thing I found the solution.... With the agent update via ESMC some functions (Wake-Up Call) are broken now. I needed an uninstall and a new install of the agent on my client machine. Now it is working... But it is not nice, because I have this problem on about 70 machines. Link to comment Share on other sites More sharing options...
Administrators Marcos 5,074 Posted September 28, 2020 Administrators Share Posted September 28, 2020 Please try configuring agent to log with trace / debug verbosity. After applying the policy, send a wake-up call to the machine and provide us with the agent trace log for perusal. Link to comment Share on other sites More sharing options...
TomTomTom 2 Posted September 28, 2020 Author Share Posted September 28, 2020 is there a detailed instruction what to do? I want to be able to provide the right information . Where should I send a log to? Link to comment Share on other sites More sharing options...
Administrators Marcos 5,074 Posted September 28, 2020 Administrators Share Posted September 28, 2020 The trace log is stored in C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\trace.log. Before you upload it here, create an agent policy that will enable trace/debug logging. When applied, send a wake-up call to the client. Finally upload trace.log. Link to comment Share on other sites More sharing options...
TomTomTom 2 Posted September 28, 2020 Author Share Posted September 28, 2020 (edited) hopefully this will be ok - I had to reboot my machine to write something in the log trace.log Edited September 28, 2020 by TomTomTom Link to comment Share on other sites More sharing options...
Lemmi 0 Posted October 7, 2020 Share Posted October 7, 2020 On 9/25/2020 at 2:02 PM, TomPark said: Hi @TomTomTom, Is this a Windows or Linux hosted ESMC? Do you have a Watchguard Firewall or router on your network? If possible could you try restarting the ESMC Server Services and an example machine and then see if the wake up call then starts working? Regards, We do have a WatchGuard Firewall running. Where is the problem ? Link to comment Share on other sites More sharing options...
Solution TomTomTom 2 Posted October 20, 2020 Author Solution Share Posted October 20, 2020 Now it seems to be resolved finally.... There was a bug on ESET serverside. It is fixed with the ESET helpdesk. They installed a patch on an ESET server and now it runs perfectly. Link to comment Share on other sites More sharing options...
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