Workstation Lost it's polices during an upgrade, no longer connectable

[Mra 1]

We had a machine lose it's policies during an upgrade

 

Policies

2021-Dec-20 00:47:39

Device has no policies assigned

  It is no longer connecting.    How do we get policies back onto it?    Exporting from ESET PRotect cloud results in a useless DAT file, endpoint security takes an XML file.    Any help would be appreciated. Thanks   Oh and tried creating a live installer, but this didn't work

[Mra 1]

rebooted into safe mode, uninstalled using the esetuninstall tool. 

When reinstalling the agent, it worked for about a minute, registered on Eset Cloud Protect. 

 

However back to this same error message;

 

ERROR: InitializeConnection: Initiating replication connection to 'host: "***randomstringofnumbers***.a.ecaserver.eset.com" port: 443' failed with: Request: Era.Common.Services.Replication.CheckReplicationConsistencyRequest on connection: host: "***randomstringofnumbers***.a.ecaserver.eset.com" port: 443 with proxy set as: Proxy: Connection: :3128, Credentials: Name: , Password: ******, Enabled:0, EnabledFallback:1, failed with error code: 14, error message: upstream connect error or disconnect/reset before headers. reset reason: remote reset, and error details: . Request Id: 4ffb8ae8-874f-4742-8f41-7a84b24a346a Replication details: [Task: CReplicationConsistencyTask, Scenario: Automatic replication (REGULAR), Connection: ***randomstringofnumbers***.a.ecaserver.eset.com:443, Connection established: false, Replication inconsistency detected: false, Server busy state detected: false, Realm change detected: false, Realm uuid: 00000000-0000-0000-0000-000000000000, 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: 12

  20 other machines on the same network work, so I can't see it being a firewall issue or DNS issue? Edited December 20, 2021 by Mra

[MartinK 384]

Could you possible specify of what method you used to "upgrade"? Asking as there should be no such problem during standard upgrade methods, especially in case agent was connection prior to upgrade attempts. Agent should retain policies even when there is no connection to the EPC server, and the only situation where policies might disappear is when agent is reinstalled and not able to connect, or when it is connected to a different EPC server where no policies are specified...

Also would it be possible to upload trace.log and status.html logs from problematic client? We would like to check what could be wrong. Provided error indicates some network related problem and it is not clear what could be wrong.

[Mra 1]

I have no idea but it eventually fixed itself (overnight). It had like 330+ attempts accumulated over the course of a week. Nothing I could do could fix this problematic computer. 

 

But somehow, overnight it fixed itself. Who knows. If you're still interested, happy to send through logs if it is private here. 

[MartinK 384]

7 hours ago, Mra said:

But somehow, overnight it fixed itself. Who knows. If you're still interested, happy to send through logs if it is private here. 

Please send me those via PM if possible. Also please include your cloud identifier (visible in "About" in ESET Business Account portal).