FAQ

Q: V5 has a Custom Client Info field. This is helpful for our MSPs to determine which client belongs to each of their customers. Does this exist in v6?

A: Dynamic Groups, which are little bit different (evaluated on agent level) do not allow for the creation of “custom parameters / tagging". You can, however, generate a report to display custom client data.

Q: How do you resolve the error Login Failed, Connection has failed with the state of 'Not connected'?

A: Check if ERA Server service is running or MS SQL Server service.If not, start it. If it is running, restart the service, refresh web console and then try to log in again. For more information see Troubleshooting login.

Q: What is the group "Lost and Found" used for?

A: Each computer that connects to ERA server and is not a member of any static group is automatically displayed in this group. You can work with the group and the computers inside it as with computers in any other static group. The group can be renamed or moved under another group but it can't be deleted.

Q: How do you create a dual update profile?

A: See our ESET Knowledgebase article for step-by-step instructions.

Q: How do you refresh the information on a page or in a section of the page without refreshing the entire browser window?

A: Click refresh in the context menu at the top right of a section of the page.

Q: How do you perform a silent installation of the ERA Agent?

A: You can use a GPO as a Startup script to achieve this. At this time it is not possible to perform a silent installation from Web Console.

Q: RD Sensor does not detect all clients on network.

A: RD sensor passively listens to network communication on the network. If PCs are not communicating, they are not listed by RD Sensor. Check your DNS settings to make sure that issues with DNS lookup are not preventing communication.

Q: How do I reset the Active threats count shown in ERA after cleaning threats.?

A: To reset the number of active threats, a full (In-depth scan) needs to be started via ERA on the target computer(s). If you have cleaned a threat manually, you can mute the appropriate alert.

Q: How do I set up CRON expression for the ERA Agent connection interval?

A: P_REPLICATION_INTERVAL accepts a CRON expression.

Default is "R R/20 * * * ? *" which means connecting at random second (R=0-60) every random 20th minute (for example 3, 23, 43 or 17,37,57). Random values should be used for load balancing in time. So every ERA Agent is connecting in different random time. If an accurate CRON is used, for example "0 * * * * ? *", all Agents with this setting will connect at the same time (every minute at :00 second) there will be load peaks on server in this time. For more information see Cron expression interval.

Q: How do I create new Dynamic Group for automatic deployment?

A: See our Knowledgebase article for step-by-step instructions.

Q: When importing a file containing a list of computers to add to ERA, what is the format required for the file?

A: File with following lines:

All\Group1\GroupN\Computer1
All\Group1\GroupM\ComputerX
All is the required name of root group.

Q: Which 3rd party certificates can be used to sign ERA certificates?

A: The certificate has to be CA (or intermediate CA) certificate with the 'keyCertSign' flag from 'keyUsage' constraint. This means that it can be used for signing other certificates.

Q: How do I reset the Administrator password for Web Console (The password entered during set up on Windows Operating Systems)?

A: It is possible to reset the password by running the server installer and choosing Repair. Note that you may require the password for the ERA database if you did not use Windows Authentication during creation of the database.

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Please be careful, some of the repair options can potentially remove stored data.

Q: How do I reset the Administrator password for Web Console (Linux, entered during set up)?

A: If you have another user in ERA with sufficient rights, you should be able to reset the administrator account password. However, if administrator is the only account (as it is created upon installation) in the system, you cannot reset this password.

You reinstall ERA, search for the DB entry for the Administrator account, and update the old DB according to this entry. In general the best practice is to back up credentials for “Administrator” in a safe location and create new users with desired set of privileges. The Administrator account should ideally not be used for purposes other than creating other users or resetting their accounts.

Q: How to troubleshoot if RD Sensor is not detecting anything?

A: If your OS is detected as a network device, it won't be sent to ERA as a computer. Network devices (printers, routers) are filtered out. RD Sensor was compiled with libpcap version 1.3.0, please verify that you have this version installed on your system. The second requirement is a bridged network from your virtual machine where RD Sensor is installed. If these requirements are met, run nmap with OS detection (http://nmap.org/book/osdetect-usage.html) to see whether it can detect the OS on your computer.