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Limited connectivity with Direct Cloud

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We are implementing a policy of secure browsing and website access control in our environment. Initially, there were no problems on the first test stations, but after a few days, when we tried to deploy the policy more broadly, we encountered a notification about an issue:

The ESET security product has limited connectivity with Direct Cloud. And this message appears on most of the workstations.

However, the following message appears on a few: Access control to websites is not fully operational due to a licensing issue. Re-enter your license credentials or try again later.

Could we request an analysis? I am sending the ESET Log Collector from two stations in the attachment.

Best regards

75387aab-a518-4557-8344-6a0cdea8f3cd_era-diagnostic-logs_2024-01-09_13-00-38.zip 083cbd09-0adb-4e0a-b240-820f9a350d98_era-diagnostic-logs_2024-01-09_12-46-55.zip

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Neither a SysInspector log nor advanced direct cloud logs were generated.

Please enable advanced direct cloud logging under Tools -> Diagnostics in the advanced setup, reproduce the problem, disable logging and collect fresh logs with ELC including a SysInspector log.

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1 hour ago, Krax1948 said:

Can I upload a log file that is 400MB to some cloud and send you the privately, Marcos?

Yes, please.

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  • 2 weeks later...
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3 minutes ago, Markus Arnemann said:

We have the same connectivity Problem with the direct Cloud on some clients. Looking forward your solution.

A newer version of the Direct cloud communication module 1136 was released last week. It reports issues with EPNS communication only if it lasts longer and is caused by a problem on user's side, e.g. if the communication is blocked by a firewall.

Please carry on as follows:

  1. Enable advanced logging under Help and support -> Technical support
  2. Reproduce the issue
  3. Stop logging
  4. Collect logs with ESET Log Collector and upload the generated archive here (only the ESET staff can access attachments).

If it takes longer to reproduce the issue, enable only advanced direct cloud logging in the advanced setup -> Tools -> Diagnostics.


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