Can't connect to Enterprise Inspector Server

[Arkadiusz Prochota 0]

Hi 

i have a problem with my assets in ESET Protect Cloud Console - got a warning like below:

please help what to do with it

[Marcos 5,074]

Please make sure that a firewall is not blocking the communication with EI Server and the following communication is allowed:

https://help.eset.com/ei_cloud/en-US/prerequisites.html

[Arkadiusz Prochota 0]

Hi Marcos,

im not blocking the communication

[Marcos 5,074]

I'd recommend opening a support ticket. A pcap log with the network communication captured will be needed, you can use a filter for communication on TCP port 8093.

Also we'll need:

- the instance ID (Help -> About)
- EI Connector logs C:\ProgramData\ESET\EnterpriseInspector\Agent\logs\EIConnector*.log
- superuser email used for login to EBA/EPC/EIC
 

[Arkadiusz Prochota 0]

Please kindly check first 

there is a database error in Inspect Console

[Marcos 5,074]

Thanks, it will be fixed in about 15-30 minutes. Next time please provide the instance ID in text form so that we don't have to transcribe it from a screenshot.

[Arkadiusz Prochota 0]

ok, sorry - it's done ?

[Marcos 5,074]

The EIC instance was already re-provisioned yesterday as we spoke. The thing is you have hundreds of computers, each being without EIC connectivity for quite long (probably since last year when you extended the number of license from 25 used by a trial license) and now each machine is sending the offline data to the server. The data is subsequently processed by the server which creates a load which is why data cleanup is temporarily failing.

Didn't you notice server overload shortly after extending the license to hundreds of computers?

[Arkadiusz Prochota 0]

On 2/25/2023 at 8:45 AM, Marcos said:

Didn't you notice server overload shortly after extending the license to hundreds of computers?

No, it wos after an update from Inspect Connector Agent - we got a warrning that it can't connect to the console

we are having still arround 100 assets that cant connect, previoulsy wos ~400... something helped.  

[Marcos 5,074]

We have increased IOPS for the db disk to make the processing of the offline data sent to the server faster. The load was already high a month ago.