All the devices reporting to ESET PROTECT - can't connect to ESET Inspect and ESET INSPECT Cloud Instance is unavailable

[Microbe 6]

Hi ESET Team, 

How to resolve this issue? 

 

[Marcos 5,277]

Please raise a support ticket and provide your instance ID from EBA.

[Microbe 6]

Hi ESET Team, 

For your reference: 

Ticket number: #CASE_00722503 

 

Kindly see the attached file for your reference.

 

Cheers

 

Details.zip

Edited February 29 by Microbe
Add details

[Microbe 6]

For your reference, we do the following :

1. From ESET AU Tech, they completed the licence sync  - then requested to remove the trial licence from the ESET MSP of the client. - Problem still exist

2. I already informed the client to open another browser. He is able to access ESET Protect, but ESET Inspect is still unavailable

3. I requested to client to clear the cache and cookies from the browser, but the problem still exist 

[MatoB 1]

Hello,

The instance was rebuilt on Friday, 03/01/2024. When checked the related ticket, you have confirmed the instance is accessible again.

If the console is still slow, as it was mentioned, please collect HAR file capturing it and send it to us (via the opened ticket).

Thank you.

 

[Microbe 6]

Thank you ESET Team, i will let you know if our client still experienced about the console (slow)

[Microbe 6]

Hi ESET Team, 

I would like to ask for the below information :

 

 

Hi Gil,

 

Yes, it’s still slow. It looks like someone accessed my account last night from ESET. See attached.

 

It takes about 3-5 minutes to load when you click the link from the MSP Admin portal. Once it’s up, it’s OK, just the initial access is painfully slow.

 

 

 

Note: Can you verify on the attached file that the person on the email is part of your organisation? Our client wants to confirm

ESET.zip

[MatoB 1]

Hello,

Yes, it was me as I needed to get some information about the EPC and EIC IDs.

As it was mentioned, we will need to capture the issue with HAR file.

Did you also tried to enter EIC directly via https://inspect.eset.com ? How this will behave? Is the loading the same = slow?

Thank you.

[Microbe 6]

Thank you i will inform the client and provide the above suggestion, we will let you know once he replied

 

Cheers, 

Gil

[Microbe 6]

Hi ESET Team, 

See the below response from our client :

 

Yes, it was me (he is the one who logged on to your MSP) as I needed to get some information about the EPC and EIC IDs.
As it was mentioned, we will need to capture the issue with HAR file. See the attached file for your reference 

Did you also tried to enter EIC directly via https://inspect.eset.com ? How this will behave? Is the loading the same = slow? Yes, no different.
 

HAR FILES.zip

[Microbe 6]

Hi ESET Team, 

 

See the above information and logs from the client.

[Microbe 6]

Hi Team, can you help us review the logs?

I provided the HAR LOGs last week.

 

Cheers, 

Gil

[Microbe 6]

RE: #CASE_00722503 

 

Hi ESET Team,

 Any updates from this ticket? , see the below response from our client

"I can get in now, but the issue of it taking 3-5 minutes to load the page is still present." - our client

Note: I believed ESET AU already submitted the logs to your Team (ESET HQ), can you give us an update about this case

 

 

Thank you very much!

[MatoB 1]

Hello,

please accept our apology for the later reply.

The developers are still working on this case, so we need to wait for their response. Still, we have pinged them and raised the urgency for fixing this issue for you.

Thank you for your patience and understanding.