Client tasks not starting

[ahmedgenina 0]

Hello Everbody 

 

I work in a financial institution where we use ESET ERA  to administrate around 2000 machines running windows, 

we depend heavilly on  client tasks  to install ESET antivirus and activate the product on the client machines , the ERA agent is being installed by a GPO and the machines are showing in ERA as "managed"

the big problem we are having is that the client tasks takes too long time to start , for example  a task to activate product on 39 machines took more than 8 hours to run on one machine !

all the 39 machines are up and running and respod to ping,  and the task shows as "planned" but not executed !
we would appreciate any help to understand why this is happening and how we can overcome the problem 

 

ERA console version  : 

 

ESET Remote Administrator (Server), Version 6.3.136.0
ESET Remote Administrator (Web Console), Version 6.3.114.0

 

Agent version  : 6.3 & 6.4

 

In Attachment  a photo that shows the resources on the ERA server 

ESET Remote Administrator (Server), Version 6.3.136.0
ESET Remote Administrator (Web Console), Version 6.3.114.0

[Marcos 5,070]

Do you use 2 separate tasks to install Endpoint and to activate it? Installation and activation can be accomplished via one software install task. If you use 2 tasks, does it also take that long for Endpoint to get installed on clients? Does sending a wake-up call to the clients after creating a software install task speed up things?

[ahmedgenina 0]

Hello Marcos, thanks for the help, i use 2 separate tasks as follows :

install task > to install ESET antivirus on new machines (product is installed and activated automatically )  

activate product > used with existing installation where (for some reason ) the machine loses its installed license and requires a task to re-activate the product installed 

 

sending a wakeup call doesn't make any difference and i can see the machines connecting to the console server (last connected) , but still tasks are not starting or takes days to execute on 3 machines !

[MartinK 378]

We have few additional questions as we were not able to identify source of your problems.

• Could you please check SERVER's status log (C:\ProgramData\ESET\RemoteAdministrator\Server\EraServerApplicationData\Logs\status.html) for any suspicious values? It is possible that your SERVER is in so called "Overloaded state" which may result in delays even if last connection time is indicating AGENT connections. In case SERVER is in this case, AGENT's are not receiving all task's, they are only reporting high priority logs.
• please check also execution history of task for specific computer. You should be able to access it in Client's detail view -> Task executions -> <click on specific task and chose History>. Task history will contains events like "Task starting", "Task started" and "Task finished successfully" (make sure default time filter is properly configured if you are not able to see any records). Please check "Occured" column - especially it's relation to time that client task was scheduled to run and also whether there are any significant intervals between task execution events.
• how exactly do you run this installation & activation task? Is this ASAP task assigned directly to computers or static group? Or is there any dynamic group involved?
• Is there any other client task from category "Operating system" (= run command, software install, software uninstall) being scheduled to be executed at the same time on your computers?

In case we won't be able to identify issue from your answers, we will most probable need trace log from chosen client computer. This would require to enable full trace log verbosity on specific client, re-run problematic task and wait for its finish. Trace log's generated between task creation and it's finish should be sufficient to identify possible issue.

[ahmedgenina 0]

Sorry for the late answer , i was able to solve the problem following the advice in this link to re-install the MSI package and choose repair 

https://forum.eset.com/topic/7638-era-agent-cant-connect-to-server/

thanks so much for the help , i will mark as solved.