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ESET Protect Cloud Agent Last Connected


NobelDwarf
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Hi,

 

Is there any issue with the services at the minute as all my client which have different internet and based in different location all the last connected status was over 11 hours ago. They are always machines that stay online 24/7.

I can send task and if I sync on the local machine it will receive the task but the console doesn't I have notice it is going very slow on some areas such as Client Tasks and Installed Application. It shows the following error on the console "Failed to load computer's data: Network call timeout"

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  • Administrators

My mobile phone has been connecting to EIC alright, no issues noticed. Also the page https://status.eset.com is not showing any problems either.

Please check C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\status.html and trace.log for more details on the issue.

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28 minutes ago, Marcos said:

My mobile phone has been connecting to EIC alright, no issues noticed. Also the page https://status.eset.com is not showing any problems either.

Please check C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\status.html and trace.log for more details on the issue.

Hi Marcos,

As you can see this is the last connected agents on my protect protal the machine I am writing from is on this list as well it showing all offline the time writing this is 28 September 2022 at 11:22 but the last connection was 13 hours ago.

 

image.png.44a7f1c69cfe8ed920bdd60c2fe08414.png

 

The status logs are all back green

image.thumb.png.201d3b16d8a12989cb474655761067fd.png

This is from the trace.log last couple of logs

2022-09-28 10:07:00 Error: CSystemConnectorModule [Thread 22a0]: CDeviceSnapshotWinLoaderUtils::ReadDiskDriveIDs: calling funtion=[CreateFile] for volume=[\\?\Volume{354ee884-3efe-11ed-9be2-c018037810da}] failed, error=[5]
2022-09-28 10:12:11 Error: CSystemConnectorModule [Thread 22a0]: CDeviceSnapshotWinLoaderUtils::ReadDiskDriveIDs: calling funtion=[CreateFile] for volume=[\\?\Volume{354ee884-3efe-11ed-9be2-c018037810da}] failed, error=[5]
2022-09-28 10:15:03 Error: CSystemConnectorModule [Thread 22a0]: CDeviceSnapshotWinLoaderUtils::ReadDiskDriveIDs: calling funtion=[CreateFile] for volume=[\\?\Volume{354ee884-3efe-11ed-9be2-c018037810da}] failed, error=[5]
2022-09-28 10:15:04 Warning: CReplicationModule [Thread 2290]: CLogMetadataTask: No detected log filter or realm change [Received message: status { authentication_status: TOKEN_VALID } log_filter { log_filters { log_type: 1 log_severities_index: 1 } log_filters { log_type: 4 log_severities_index: 1 } log_filters { log_type: 5 log_severities_index: 1 } log_filters { log_type: 6 log_severities_index: 1 } log_filters { log_type: 8 log_severities_index: 1 } log_filters { log_type: 9 log_severities_index: 1 } log_filters { log_type: 10 log_severities_index: 1 } log_filters { log_type: 13 log_severities_index: 0 } log_filters { log_type: 14 log_severities_index: 0 } log_filters { log_type: 15 log_severities_index: 0 } log_filters { log_type: 18 log_severities_index: 1 } log_filters { log_type: 19 log_severities_index: 1 } log_filters { log_type: 20 log_severities_index: 1 } log_filters { log_type: 21 log_severities_index: 1 } log_filters { log_type: 25 log_severities_index: 1 } log_filters { log_type: 26 log_severities_index: 1 } log_filters { log_type: 27 log_severities_index: 1 } log_filters { log_type: 28 log_severities_index: 1 } log_filters { log_type: 40 log_severities_index: 1 } log_filters { log_type: 43 log_severities_index: 1 } log_filters { log_type: 44 log_severities_index: 1 } log_filters { log_type: 45 log_severities_index: 1 } log_filters { log_type: 47 log_severities_index: 1 } log_filters { log_type: 88 log_severities_index: 1 } log_filters { log_type: 93 log_severities_index: 1 } log_filters { log_type: 94 log_severities_index: 1 } log_filters { log_type: 95 log_severities_index: 1 } log_filters { log_type: 97 log_severities_index: 1 } log_filters { log_type: 99 log_severities_index: 1 } log_filters { log_type: 101 log_severities_index: 1 } log_filters { log_type: 102 log_severities_index: 2 } log_filters { log_type: 104 log_severities_index: 1 } log_filters { log_type: 105 log_severities_index: 1 } log_filters { log_type: 106 log_severities_index: 1 } log_filters { log_type: 112 log_severities_index: 1 } log_filters { log_type: 114 log_severities_index: 1 } log_filters { log_type: 115 log_severities_index: 1 } log_filters { log_type: 116 log_severities_index: 1 } log_filters { log_type: 122 log_severities_index: 1 } log_filters { log_type: 126 log_severities_index: 1 } log_filters { log_type: 127 log_severities_index: 1 } log_filters { log_type: 128 log_severities_index: 1 } log_filters { log_type: 129 log_severities_index: 1 } log_filters { log_type: 130 log_severities_index: 1 } log_filters { log_type: 138 log_severities_index: 1 } log_filters { log_type: 139 log_severities_index: 1 } log_filters { log_type: 142 log_severities_index: 1 } log_filters { log_type: 143 log_severities_index: 1 } log_filters { log_type: 148 log_severities_index: 1 } log_filters { log_type: 152 log_severities_index: 1 } log_filters { log_type: 155 log_severities_index: 1 } log_filters { log_type: 157 log_severities_index: 1 } log_filters { log_type: 162 log_severities_index: 1 } log_filters { log_type: 166 log_severities_index: 1 } log_filters { log_type: 167 log_severities_index: 1 } log_filters { log_type: 169 log_severities_index: 1 } log_filters { log_type: 171 log_severities_index: 1 } log_filters { log_type: 172 log_severities_index: 1 } log_filters { log_type: 173 log_severities_index: 1 } log_filters { log_type: 174 log_severities_index: 1 } log_filters { log_type: 175 log_severities_index: 1 } log_filters { log_type: 176 log_severities_index: 1 } log_filters { log_type: 177 log_severities_index: 1 } log_filters { log_type: 178 log_severities_index: 1 } log_filters { log_type: 179 log_severities_index: 1 } log_filters { log_type: 180 log_severities_index: 1 } log_filters { log_type: 181 log_severities_index: 1 } log_filters { log_type: 182 log_severities_index: 1 } log_filters { log_type: 183 log_severities_index: 1 } log_filters { log_type: 184 log_severities_index: 1 } log_filters { log_type: 185 log_severities_index: 1 } log_filters { log_type: 186 log_severities_index: 1 } log_filters { log_type: 206 log_severities_index: 1 } log_filters { log_type: 212 log_severities_index: 1 } log_filters { log_type: 213 log_severities_index: 1 } log_filters { log_type: 215 log_severities_index: 1 } log_filters { log_type: 216 log_severities_index: 1 } log_filters { log_type: 220 log_severities_index: 1 } log_filters { log_type: 222 log_severities_index: 1 } log_filters { log_type: 226 log_severities_index: 1 } log_filters { log_type: 231 log_severities_index: 1 } log_filters { log_type: 242 log_severities_index: 1 } log_filters { log_type: 244 log_severities_index: 1 } log_filters { log_type: 248 log_severities_index: 1 } log_filters { log_type: 251 log_severities_index: 1 } log_filters { log_type: 253 log_severities_index: 1 } log_severities { log_severities_important: 1 log_severities_important: 2 log_severities_important: 3 log_severities_important: 4 log_severities_important: 5 log_severities_important: 6 } log_severities { log_severities_important: 4 log_severities_important: 5 log_severities_important: 6 log_severities_not_important: 1 log_severities_not_important: 2 log_severities_not_important: 3 } log_severities { log_severities_important: 4 log_severities_important: 5 log_severities_important: 6 log_severities_not_important: 3 } realm_uuid { uuid: "242fcc37-1fc5-4115-bee6-02416b5d1863" } }]
2022-09-28 10:15:04 Warning: CReplicationModule [Thread 2290]: CLogMetadataTask: Current filter status: Present: "logFilterSource":{"log_filters":[{"log_type":1,"log_severities_index":1},{"log_type":4,"log_severities_index":1},{"log_type":5,"log_severities_index":1},{"log_type":6,"log_severities_index":1},{"log_type":8,"log_severities_index":1},{"log_type":9,"log_severities_index":1},{"log_type":10,"log_severities_index":1},{"log_type":13,"log_severities_index":0},{"log_type":14,"log_severities_index":0},{"log_type":15,"log_severities_index":0},{"log_type":18,"log_severities_index":1},{"log_type":19,"log_severities_index":1},{"log_type":20,"log_severities_index":1},{"log_type":21,"log_severities_index":1},{"log_type":25,"log_severities_index":1},{"log_type":26,"log_severities_index":1},{"log_type":27,"log_severities_index":1},{"log_type":28,"log_severities_index":1},{"log_type":40,"log_severities_index":1},{"log_type":43,"log_severities_index":1},{"log_type":44,"log_severities_index":1},{"log_type":45,"log_severities_index":1},{"log_type":47,"log_severities_index":1},{"log_type":88,"log_severities_index":1},{"log_type":93,"log_severities_index":1},{"log_type":94,"log_severities_index":1},{"log_type":95,"log_severities_index":1},{"log_type":97,"log_severities_index":1},{"log_type":99,"log_severities_index":1},{"log_type":101,"log_severities_index":1},{"log_type":102,"log_severities_index":2},{"log_type":104,"log_severities_index":1},{"log_type":105,"log_severities_index":1},{"log_type":106,"log_severities_index":1},{"log_type":112,"log_severities_index":1},{"log_type":114,"log_severities_index":1},{"log_type":115,"log_severities_index":1},{"log_type":116,"log_severities_index":1},{"log_type":122,"log_severities_index":1},{"log_type":126,"log_severities_index":1},{"log_type":127,"log_severities_index":1},{"log_type":128,"log_severities_index":1},{"log_type":129,"log_severities_index":1},{"log_type":130,"log_severities_index":1},{"log_type":138,"log_severities_index":1},{"log_type":139,"log_severities_index":1},{"log_type":142,"log_severities_index":1},{"log_type":143,"log_severities_index":1},{"log_type":148,"log_severities_index":1},{"log_type":152,"log_severities_index":1},{"log_type":155,"log_severities_index":1},{"log_type":157,"log_severities_index":1},{"log_type":162,"log_severities_index":1},{"log_type":166,"log_severities_index":1},{"log_type":167,"log_severities_index":1},{"log_type":169,"log_severities_index":1},{"log_type":171,"log_severities_index":1},{"log_type":172,"log_severities_index":1},{"log_type":173,"log_severities_index":1},{"log_type":174,"log_severities_index":1},{"log_type":175,"log_severities_index":1},{"log_type":176,"log_severities_index":1},{"log_type":177,"log_severities_index":1},{"log_type":178,"log_severities_index":1},{"log_type":179,"log_severities_index":1},{"log_type":180,"log_severities_index":1},{"log_type":181,"log_severities_index":1},{"log_type":182,"log_severities_index":1},{"log_type":183,"log_severities_index":1},{"log_type":184,"log_severities_index":1},{"log_type":185,"log_severities_index":1},{"log_type":186,"log_severities_index":1},{"log_type":206,"log_severities_index":1},{"log_type":212,"log_severities_index":1},{"log_type":213,"log_severities_index":1},{"log_type":215,"log_severities_index":1},{"log_type":216,"log_severities_index":1},{"log_type":220,"log_severities_index":1},{"log_type":222,"log_severities_index":1},{"log_type":226,"log_severities_index":1},{"log_type":231,"log_severities_index":1},{"log_type":242,"log_severities_index":1},{"log_type":244,"log_severities_index":1},{"log_type":248,"log_severities_index":1}],"log_severities":[{"log_severities_important":[1,2,3,4,5,6]},{"log_severities_important":[4,5,6],"log_severities_not_important":[1,2,3]},{"log_severities_important":[4,5,6],"log_severities_not_important":[3]}],"realm_uuid":{"uuid":"242fcc37-1fc5-4115-bee6-02416b5d1863"}},"logFilterData":"242fcc37-1fc5-4115-bee6-02416b5d1863"
2022-09-28 10:17:11 Error: CSystemConnectorModule [Thread 22a0]: CDeviceSnapshotWinLoaderUtils::ReadDiskDriveIDs: calling funtion=[CreateFile] for volume=[\\?\Volume{354ee884-3efe-11ed-9be2-c018037810da}] failed, error=[5]
2022-09-28 10:22:21 Error: CSystemConnectorModule [Thread 22a0]: CDeviceSnapshotWinLoaderUtils::ReadDiskDriveIDs: calling funtion=[CreateFile] for volume=[\\?\Volume{354ee884-3efe-11ed-9be2-c018037810da}] failed, error=[5]

 

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Just tried to login to the portal again and got the following message

 

image.thumb.png.2bf34ebe00862db348658bf74072f6bf.png

 

After closing and open it fixed the login issue.

Edited by NobelDwarf
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  • ESET Moderators

Hello guys / @NobelDwarf,

we have an entry for such issues reported on the Status portal https://status.eset.com/incidents/6ytcjn9mf32h 

If you encounter the issue, please provide us with:

  1. Affected EPC instance ID(s)
  2. Exact time when the customer encountered the error (including time zone info)
  3. The error code received.

You can send me a private message with the data.

Peter

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Just did so as I also noticed this happening yesterday (and then resolving) and then again this morning. Just to clarify, I assume this "only" affects me logging on to the cloud and the agents not updating for periods of time?  The underlying protection is still there, right?  

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  • ESET Moderators

It affects the ESET PROTECT cloud so as you stated, you might not be able to log in, or see some errors after logging in and also the sync of data with the management agents might be affected. 
The ESET endpoints are protecting the systems, so the protection is in place.

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