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V6 - Some agents stopped connecting, some agents not connecting per policy, software installation only works occasionally


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So I've just started migrating my organisation of 30 machines from v5 to v6 and i've regretted it almost immediately :(

Here's some background info on our environment:

  • Mixture of domain and workgroup PCs (only domain PCs are being moved to v6 right now)
  • Domain GPO has disabled windows firewalls on workstations
  • Simple L2 switched network with no blocking of broadcast traffic etc
  • All workstations are left powered on 24/7 (no sleep/hibernation)
  • The first few agents were installed via a batch file that ERA generated, some succesfully installed via GPO, others could only be installed manually
  • We have configured an eset policy for the agents to connect every 20 minutes

And now for the issues we're having:

  • Some agents are connecting periodically, but not every 20 minutes as per policy (but policy count shows that it has been applied)
  • Some agents haven't connected for 2 days, others for 6 days, others for 8 days etc
  • Sending a 'Wake-up call' doesn't work, last connected date doesn't change
  • Because of these problems, tasks I create to push a v6 endpoint security package to always fail

 

I can't seem to find anywhere that will give me detailed logs identifying why the agents arent connecting OR why packages aren't being installed.

ERA Server version is 6.1.444.0

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I'd start off checking the ERA server trace log (C:\ProgramData\ESET\RemoteAdministrator\Server\EraServerApplicationData\Logs\trace.log) and agent trace log (C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs\trace.log) on a problematic client for errors. Have you tried re-deploying agent on such computers to no avail?

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