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Client not showing online in ESET console


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I'm trying to better understand how the agent works. I had situations where that I can ping the client but they're not showing online in the console. The fix is usually having the user do their windows updates, dell updates, or a second reboot after being fully updated. I would like to know why the agent isn't checking in when the client is online instead of rebooting as a fix.

 

ESET Management Agent 9.0.1141.0
 
ESET Full Disk Encryption 1.3.1.25
 
ESET Endpoint Security 9.0.2046.0
 
ESET Protect  9.0.1144.0
 
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Please check C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\status.html and trace.log for possible connection errors. You can upload them here as well in an archive.

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