j-gray 35 Posted January 6, 2022 Share Posted January 6, 2022 We have Windows and OS X clients. Windows client installs always complete successfully. When on the previous versions of EEI agent, OS X client new installs always showed Task Failed after a few minutes. Then after 10-15 minutes the client task would finally show Success. However, now on the latest EEI version (1.6.1764) all OS X tasks show status 'Task Failed'. But looking at the clients, the task has completed successfully and they are running the latest version. The EEI Console and the EP Console show reflect the upgraded version. It seems there's a bug with the OS X EEI agent install. Link to comment Share on other sites More sharing options...
ESET Staff MichalJ 434 Posted January 10, 2022 ESET Staff Share Posted January 10, 2022 Hello @j-gray. This seems to be more a problem of ESET PROTECT so I am adding @MartinK here, who might be able to identify the source of the problem. Do you know, what is the "trace message" for the "failed installations"? If you say, that the correct version is actually installed / working / reporting events, only the task status is a problem, that´s clearly EP issue. Link to comment Share on other sites More sharing options...
j-gray 35 Posted January 10, 2022 Author Share Posted January 10, 2022 @MichalJ Where do I look for the "trace message"? The client doesn't appear to register any information as the upgrade is actually successful. The issue apparently is that EP reports all tasks as failed. No issues with Windows upgrades, however. Link to comment Share on other sites More sharing options...
ESET Staff MichalJ 434 Posted January 10, 2022 ESET Staff Share Posted January 10, 2022 Hello, You can find it in task execution details and click on "history" for a particular failed client: j-gray 1 Link to comment Share on other sites More sharing options...
j-gray 35 Posted January 10, 2022 Author Share Posted January 10, 2022 @MichalJ Thanks for the clarification. Failed tasks all look similar to this: Link to comment Share on other sites More sharing options...
j-gray 35 Posted January 12, 2022 Author Share Posted January 12, 2022 I'd love to get some assistance with this. I have two cases open for EEI issues and am not getting responses from either. TIA Link to comment Share on other sites More sharing options...
ESET Staff MichalJ 434 Posted January 14, 2022 ESET Staff Share Posted January 14, 2022 Hello @j-gray. One idea - if the issue with failing task is related to the "activation issue" (that mac V6 Endpoint is not able to process the activation task for EI agent, and therefore fails). What would happen, if you just do the task "without the license", meaning just deploy / upgrade the package itself, without entering the license information. Per my understanding, the last "task failed in security product" is related to the activation attempt. As it seems to me, that other things in the task (download / install of the EI agent) finishes OK, just the activation fails. But that is inherited to the "global status" of the task. Link to comment Share on other sites More sharing options...
j-gray 35 Posted January 14, 2022 Author Share Posted January 14, 2022 Thanks @MichalJ. I'm not sure the activation is actually failing. At least the upgraded clients don't appear to report any issues in either EEI or EP console. Per my other post, possibly the failing license check (perseus_unknown 5000) is causing the activation issue? Incidentally, removing the license from the install task allows it to complete without errors. What is the impact of installing the product without a license? Link to comment Share on other sites More sharing options...
ESET Staff MichalJ 434 Posted January 17, 2022 ESET Staff Share Posted January 17, 2022 Hello @j-gray In case it is an upgrade - there is no impact. Any ESET application should keep its license data upon upgrade. In case of fresh install, in case of Mac EEI Agent, there is none, as there is currently no "activation functionality" implemented in V6 Mac Endpoint for EEI agent. Meaning, it would work, even without supplying the license data. This will change once we release new version of Mac Endpoint. j-gray 1 Link to comment Share on other sites More sharing options...
j-gray 35 Posted January 26, 2022 Author Share Posted January 26, 2022 Just FYI; support was able to reproduce the issue and confirmed that this is a bug. Link to comment Share on other sites More sharing options...
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