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OS X agent upgrade fails after EP v10 upgrade

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I updated the OS X agent upgrade task (as always after an EP upgrade) to update the reference server to the new v10 instance. Since the EP Server upgrade, the majority of OS X agent upgrade tasks have been failing with either one of the errors below:

GetFile: Host 'repository.eset.com' not found [error code: 20002]

GetFile: Cannot connect to host 'repository.eset.com' [error code: 20003]

If I terminal to any of those systems, they all get a ping response from repository.eset.com. This has been happening for about a week.

Win10 and Windows Server agents upgrades are running around the same timeframe and are installing successfully and without errors.

Any ideas as to what may be causing this?

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Just to add some further information. If I run the PROTECTAgentInstaller.sh task manually, I can see it attempting to connect and download from: hxxp://repository.eset.com/v1/com/eset/apps/business/era/agent/v10/10.0.3091.0/agent_macosx_x86_64.dmg

However, eventually it returns:

curl: (28) Connection timeout after 300004 ms
Failed to download installer file

Again, these systems can all ping repository.eset.com they just can't download the file (or definition updates, for that matter).

So far this seems specific to OS X v7 clients.

Any idea what might be getting in the way of this connection?

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  • ESET Moderators

Hello @j-gray,

On 2/6/2023 at 8:38 PM, j-gray said:

GetFile: Host 'repository.eset.com' not found [error code: 20002]

GetFile: Cannot connect to host 'repository.eset.com' [error code: 20003]

I can see the error codes are we well described 


Do you happen to have any proxy in place?
It seems that both point on connectivity / network issue 

I guess that the logs won't show much more info, but I would give it a try

In case the issue continues and you are not able to resolve it, please capture a Wireshark log.
Make sure to start the packet capture before the download attempt starts.


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