Troubleshooting - Agent connection

When a client computer does not appear to be connecting to your ERA Server, we recommend that you perform ERA Agent troubleshooting locally on the client machine.

By default, the ERA Agent synchronizes with ERA Server every 20 minutes. You can change this setting by creating a new policy for the ERA Agent Connection Interval.

Check the latest ERA Agent log file. It can be found here:

Windows

C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs
C:\Documents and Settings\All Users\Application Data\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs

Linux

/var/log/eset/RemoteAdministrator/Agent/
/var/log/eset/RemoteAdministrator/EraAgentInstaller.log

OS X

/Library/Application Support/com.eset.remoteadministrator.agent/Logs/
/Users/%user%/Library/Logs/EraAgentInstaller.log

icon_details_hoverNOTE

To enable full logging, create a dummy file named traceAll without an extension in the same folder as a trace.log and then restart the ESET Remote Administrator Server service. This will enable full logging in the trace.log file.

last-error.html – protocol (table) that displays the last error recorded while the ERA Agent is running.

software-install.log – text protocol of the last remote installation task performed by the ERA Agent.

status.html – a table showing the current state of communications (synchronization) of ERA Agent with ERA Server.

trace.log – a detailed report of all ERA Agent activity including any errors that have been recorded.

The most common issues that can prevent the ERA Agent from connecting to the ERA Server are:

Your Internal network is not configured properly. Make sure that the computer where ERA Server is installed can communicate with client computers where ERA Agent is installed.

Your ERA server is not configured to listen on port 2222.

DNS is not working properly, or ports are blocked by a firewall - check our list of ports used by ESET Remote Administrator, or see our KB article What addresses and ports on my third-party firewall should I open to allow full functionality for my ESET product?.

An erroneously generated certificate containing false or limited features that do not match the public key of ERA Server Certification Authority is in place - create a new ERA Agent certificate to resolve this.