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Endpoint client installed, but ERA doesn't realize it


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Attempted to install local client on machine running Windows Pro 10 22H2.  ERA repeatedly reports that the install has failed.  See first attachment.

It also doesn't show in installed apps in ERA, only the management tool does.  See second attachment.

I went to the local machine to try and install it manually, and lo and behold, the client is installed, and up and running as instructed.

The question I have now is how to make ERA recognize that the install was successful and that the application can be managed from ERA?

 

Thanks,

Carl

 

 

failed_install.png

installed_apps.png

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Has the management agent been replicating correctly? Are there any errors in C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\status.html  on the client?

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Is the Agent on the client connecting to the server?

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It's weird if manual installation works and remote installation via a software install task is failing. Please raise a support ticket for further investigation.

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Manual installation does 'work'; but would the ERA agent pick it up and start managing it?  (If not, this would be a neat feature).   I think I've done this before (i.e. install manually) but I don't recall the ERA ever picking up the installation and start managing it.  [Memory is very fuzzy on this]

 

 

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Yes, the agent communicates with the security product automatically. There's no setting in the security product or agent that would need to be configured or enabled to establish the communication.

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On 1/16/2024 at 12:55 PM, Marcos said:

Please provide logs collected with ESET Log Collector from the machine.

 

Just to be clear.  I did not manually install it.  It successfully installed from the ERA (at least that is what I told it to do).  The ERA panel says the task failed.  When I go to the computer it appears to be installed and working, and the ERA panel does not show it as installed.

 

Edited by Carl Seiler
Removed this log file. Though I remember Marcos saying only admins have access, but I may remember it needs to be DM
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Marcos, I should also point out that this machine had a previous version of 10.x of Endpoint installed.  But I removed it using ERA and unregistered it as that seat was needed to stay below our licensing numbers.  Since we had a number of turnovers, I found that we had an extra license, and I was attempting to reinstall from ERA since the device still had the management software installed, just in case we filled that position the machine would be ready for the new coworker.

So, there's possibly something about the old install that it doesn't like.  Just a guess. I didn't mention it earlier because I didn't remember until I started to wonder what was different on this machine.

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According to status.html, the management agent has been successfully replicating so there's no issue on the client. If you don't see it in the Computers panel in the console, it must be caused by having a filter enabled,

Successful replications: 5

All replication attempts: 5

Connection: BI201XXXXXER.bi.local:2222

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I'm not sure what you mean by a filter enabled.  I can see that the Management Agent is installed, but cannot see the Endpoint client installed.  Is there a filter somewhere that shows only the Management Agent and not the Endpoint agents? This is the only endpoint device that has this filter applied, I'm guessing.  How do I clear the filter?  Where is the filter on that screen?  I see the filter-by thing now, and there is nothing filtered that is obvious to me.  See screenshot

[Edit:  Making sure that you understand that the issue is not that the device does not show.  It does show under Computers.  The issue is that in the list of Installed Applications Endpoint protection does not show.]

ERA-Screen-no-Filters.png

Edited by Carl Seiler
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