Troubleshooting - Agent connection

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

By default, the ESET Management Agent synchronizes with ECA Server every 10 minutes.

Check the latest ESET Management 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

macOS

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

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 Management Agent service. This will enable full logging in the trace.log file.

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

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

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

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

The most common issue that can prevent the  ESET Management Agent from connecting to the ECA Server is that DNS is not working properly, or ports are blocked by a firewall - check our list of ports used by ECA.