Error: GetAuthenticationSessionToken: Received failure status response: AUTHENTICATION_FAILED

[Mohsen Ghaffari 0]

Dear ESET Community,

 

After upgrading ESET management Agent on Windows Machines to 10.0.1126.0, we are observing the following errors on multiple clients and they cannot connect to the on-prem ESET Protect server and are shown as offline (not connected). We have deployed the update on over 1500 machines sofar. Any idea is appreciated on how to resolve the issue.

 

***uninstall/install the ESET products locally resolves the issue, however is not feasible when the number of problematic endpoints  would increase.***

***Only the Management Agent was updated***.

 

Errors on the Client:

Error: GetAuthenticationSessionToken: Received failure status response: AUTHENTICATION_FAILED (Error description: unable to authenticate entity)

 

Error: GetAuthenticationSessionToken: Received failure status response: AUTHENTICATION_FAILED (Error description: unable to authenticate entity)

 

Thank you in advance for your feedback.

 

[Marcos 5,189]

If the managing agent is unable to connect to the ESET PROTECT server, it's necessary to check C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\status.html  and trace.log. Please open a support ticket and upload the logs here too. Uploaded files are accessible only by ESET staff.

[Mohsen Ghaffari 0]

I raised a ticket(#00452321) and uploaded the logs folder. appreciate any feedback, because sofar (2 days) have not recieved any from support. Thank you. 

[Marcos 5,189]

The support ticket was created in less than 48 hours so it may take some time for the local technical support to process it and reply. In the mean time, please temporarily enable trace logging verbosity both on the ESET PROTECT server and client, reproduce the issue and provide both trace logs as well. Are you able to resolve the server's hostname do-XXXXXXXXX.dXXs.kXXl.de on troublesome clients? Does this error occur on every client or only on some of them?