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


Microbe

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Hi ESET Team, 

For your reference: 

Ticket number: #CASE_00722503 

 

Kindly see the attached file for your reference.

 

Cheers

 

Details.zip

Edited by Microbe
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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 

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  • ESET Staff

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.

 

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

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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

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  • ESET Staff

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.

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

 

Cheers, 

Gil

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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

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