ESET Client not getting updates from ERA Server

[emammadov 0]

Hello,

We have ESET ERA Version 8.1. Everything is ok. But if there is no internet connection in a workstation, ESET client don't get updates from internal ESET ERA and it shows "Product update failed, Server connection error". I have enabled HTTP Proxy (port 3128) in Server Settings / Advanced Settings and chosen "Use global proxy server settings" in Policy. What should I more to have it working? Thank you.

[Marcos 5,739]

If you use the very same proxy setting in a browser on a machine where the update is failing, can you open websites?

Please enable advanced logging under Help and support -> Technical support and run update to reproduce the error. Then disable logging, collect logs with ESET Log Collector and upload the generated archive here.

[emammadov 0]

Thank you for your reply. I have attached the log files for your review.

ees_logs.zip

[emammadov 0]

I am uploading the latest Log files of ESET for your review. It would be nice to find the problem. Thanks.

ees_logs.zip

[emammadov 0]

If I add ESET IP address into a browser on a machine, I don't have an internet connection.

[emammadov 0]

Could you please help me to solve this problem?

[Marcos 5,739]

For an unknown reason the Diagnostics folder is empty despite logging was enabled.

6. 10. 2021 14:24:14    ESET Kernel    Advanced logging has stopped and logs were created.     SYSTEM    
6. 10. 2021 14:23:14    ESET Kernel    Advanced logging started.    SYSTEM    

Please keep an eye on the folder and make sure that logs start to be generated immediately after enabling advanced logging:

Last but not least I'd strongly recommend enabling the following for maximum protection:

LiveGrid Feedback System
HTTPS protocol scanning