New agents aren't connecting to server

[JackT 0]

Hi,

We're running an ESET PROTECT On-Prem setup with about 50ish computers. In an effort to resolve a communications issue with two computers that couldn't connect to the On-Prem server, I re-installed the products using a freshly created package installer from the server on both computers. Both computers are running Windows and now say they haven't connected since the installation. I've checked lost and found in case it created separate entries entirely but alas no, they say that they still haven't connected. Has anyone else come across this issue? How would I go about fixing it?

Any help would be much appreciated.

[Marcos 5,461]

Please check C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\status.html and trace.log on the clients for possible errors. You can post status.html here as attachments are available only to ESET staff.

[JackT 0]

Hi @Marcos, thank you for your reply.

I might be being thick here, but it says I can't attach .html files? How do I set it so only ESET staff can see?

Thanks

 

Edited August 14 by JackT

[Marcos 5,461]

5 minutes ago, JackT said:

Hi @Marcos, thank you for your reply.

I might be being thick here, but it says I can't attach .html files? How do I set it so only ESET staff can see?

It's possible that files with the html extension are not allowed to be posted, will check it out. In the mean time, please rename the extension, e.g. to txt.

[JackT 0]

Just now, Marcos said:

It's possible that files with the html extension are not allowed to be posted, will check it out. In the mean time, please rename the extension, e.g. to txt.

Done it, thanks. Are attachments automatically private?

[JackT 0]

@Marcos I need to know how to submit the document privately please.

[Marcos 5,461]

Any files you upload here are accessible only by ESET staff. You can also drop me a private message with the logs attached but this is not recommended as nobody else from ESET could access them and the number of private messages is limited by the forum system.

[JackT 0]

Alright, thank you. This should be the document

 

Edited August 14 by JackT

[Marcos 5,461]

There is a problem with DNS resolution of the server name:

Enrollment failed with error: DNS resolution failed (code: 14) for request Era.Common.Services.Authentication.RPCEnrollmentRequest (id: 9efc7563-2dd5-407f-8bd4-be3d0eb0f514) on connection to 'host: "wcf-aXXXXX2.domain.local" (some chars were replaced with X).

Are you able to resolve the name via "nslookup wcf-aXXXXX2.domain.local" on that machine?

If there are DNS issues that cannot be resolved, you could re-deploy the management agent and set the server name as the IP address instead of FQDN.

[JackT 0]

Ah, I see what you mean. It isn't able to. Having said this, I tried it on a machine that does work, but it also can't find it?

Edited August 14 by JackT