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"Limited Direct Cloud Connectivity" message on ESET PROTECT


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Hello.

I keep getting the message "Limited Direct Cloud Connectivity" for a client in ESET PROTECT.

Even after updating ESET Endpoint Security of the client to the latest version, I keep getting this message.

All the clients that are connected to my ESET console follow the same policies, so I don't understand exactly what is the problem with this PC.

Any ideas why this message appears?

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Please carry on as follows:

  1. Enable advanced logging under Help and support -> Technical support on such endpoint
  2. Reboot the machine
  3. When the error occurs, stop logging
  4. Collect logs with ESET Log Collector and upload the generated archive here.
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I will try to do it but I'm pretty sure that I get this message constantly and not on specific times.

Is there any general idea what might this be?

I saw that maybe a specific port needs to be open so it can communicate with ESET servers.

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The problem appeared again so I collected the logs with Eset Log Collector.

Unfortunately the file is larger than 200MB so I can't upload it directly.

Is it OK if I upload it through a wetransfer link here?
 

Screenshot 2024-03-12 105005.png

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Just now, Panagiotis Goudas said:

Is it OK if I upload it through a wetransfer link here?

Sure. Please drop me a personal message with the link enclosed.

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When was the error reported for the first time? Couldn't it be that you made some changes in your firewall configuration at that time? Obviously a connection is established but the subsequent handshake is failing.

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Don't really know when this issue started exactly but it's been some weeks now for sure.

It is a big organisation, of course there were some changes. 
The thing is that I get this warning only in this pc for the moment.

Did you manage to find something throught the log file I sent you?
Because I'm trying to find what is going wrong but I can't. Moreover I cannot exactly understand the importance of the message and if it points a vulnerability or not.

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We only see that handshake is failing, hard to say why. At least they could disable the appropriate application status on the machine so that it doesn't disturb the user. It should not have any effect on protection but some actions from ESET PROTECT or update of license information in the product may take much longer.

 

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Can I send you something more about the problem?
Do you maybe have something else in mind from other times that someone indicated this issue in the past?

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1 minute ago, Panagiotis Goudas said:

Do you maybe have something else in mind from other times that someone indicated this issue in the past?

Unfortunately I don't remember any handshake issues in the past. If there were issues, then no connection could be established which was not this case.

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