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Agent Connection not possible


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Since end one week all clients are unable to connect to the eset protect server.

 

Some internal clients are able to connect to the server.

All outside clients are unable to get connection to the server.

In the log there are some suspicious entries.

 

2024-03-27 09:54:25 Warning: CReplicationModule [Thread 15c8]: InitializeConnection: Not possible to establish any connection (Attempts: 1) [RequestId: 2d383547-7372-4bff-9c21-1c8d28e99c1e]
2024-03-27 09:54:25 Error: CReplicationModule [Thread 15c8]: InitializeFailOverScenario: Skipping fail-over scenario (stored replication link is the same as current) [RequestId: 2d383547-7372-4bff-9c21-1c8d28e99c1e]
2024-03-27 09:54:25 Error: CReplicationModule [Thread 15c8]: CAgentReplicationManager: Replication finished unsuccessfully with message: Replication connection problem: Authentication was not possible due to unavailable remote server or its unwillingness to respond, Task: CStaticObjectMetadataTask, Scenario: Automatic replication (REGULAR), Connection: manage-era.infra.360sec.de:2222, Connection established: false, Replication inconsistency detected: false, Server busy state detected: false, Realm change detected: false, Realm uuid: 0dca8bb8-b4e3-4692-86ef-115efa1126cc, Sent logs: 0, Cached static objects: 2, Cached static object groups: 1, Static objects to save: 0, Static objects to delete: 0, Modified static objects: 0
2024-03-27 09:54:25 Warning: CReplicationModule [Thread 15c8]: GetAuthenticationSessionToken: Received failure status response: TEMPORARILY_UNAVAILABLE (Error description: session token temporarily unavailable, device is not enrolled yet)
 

 

the Clock is synced by using ntp server. That was my first idea.

 

Any idea what to do ?

 

 

 

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Please provide the following logs from such client:

C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\status.html
C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\trace.log

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Administrator's confirmation about detected cloning required.

I assume the problem is unresolved detected cloning question: https://help.eset.com/protect_cloud/en-US/vdi.html

If that doesn't turn out to be the case, please raise a support ticket.

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Posted (edited)

Okay, whats about all the other computers ? 

All of our customer computers are still not able to connect to the server.

The ERA Server was migrated to a new hardware previously.

 

Edited by X-sec GmbH
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I didn't see the above logs from the other machines so it's impossible to tell if it's the same issue or a different one.

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