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Agent machine not showing up in WebConsole - Failed to create subchannel


SLTIan
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I created an All-In-One installer to setup up the agent and ESET protect on a laptop for a new employee, left it running to setup over the weekend. It hasn't shown up on our webconsole (server version 9.0.1144.0, webconsole 9.0.138.0).

I checked the logs (C:/ProgramData/.../status.html) and it's giving me:

Enrollment failed with error: Request: Era.Common.Services.Authentication.RPCEnrollmentRequest on connection: host: "vmname......cloudapp.net" port: 2222 with proxy set as: Proxy: Connection: :3128, Credentials: Name: , Password: ******, Enabled:0, EnabledFallback:1, failed with error code: 2, error message: Failed to create subchannel, and error details: . Request Id:

 

ERROR: InitializeConnection: Initiating replication connection to 'host: "vmname......cloudapp.net" port: 2222' failed with GetAuthenticationSessionToken: Failed to fetch device session token in time

  • Replication details: [Task: CReplicationConsistencyTask, Scenario: Automatic replication (REGULAR), Connection: vmname.....cloudapp.net:2222, 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: 3

 

I've reset the host and port name after running repairs on the ESET agent. I would contact ESET support but our license is with the Polish geo (Polish HQ), and I don't know any Polish (and they exclusively respond in Polish)

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Does the server hostname resolve on the client correctly?

Does your company have the HQ or a branch in Poland that your license was purchased there?

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Just tested now, doesn't look like it's resolving correctly.

Yes we do, I'm waiting on responses from my Polish colleagues but thought I'd submit something here first

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There was an issue with the All-in-one installer created by the web console. We uninstalled all the applications using the uninstall tool, and reinstalled the agent and endpoint security app separately (from web console and from the ESET page, respectively)

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