Troubleshooting - Agent deployment

You may encounter problems with ERA Agent deployment. If deployment fails, there are a number of things that might be the cause. This section will help you:

oFind out what caused ERA Agent deployment to fail
oCheck for possible causes according to the table below
oResolve the issue and perform a successful deployment

Windows

1. To find out why Agent deployment failed, navigate to Reports > Automation, select Agent Deployment task information in last 30 days and click Generate now.
A table will displayed deployment information. The Progress column displays error messages about why Agent deployment failed.

If you need even more details, you can change the verbosity of the ERA Server trace log. Navigate to Admin > Server Settings > Advanced Settings > Logging and select Error from the drop-down menu. Run the Agent deployment again and when it fails check the ERA Server trace log file for the latest log entries at the bottom of the file. The report will include suggestions about how to resolve the issue.

The latest ERA Server log file can be found here: C:\ProgramData\ESET\RemoteAdministrator\Server\EraServerApplicationData\Logs\trace.log

The latest ERA Agent log file can be found here:

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

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

icon_details_hoverNOTE: In case of ERA Agent connection problems, see Troubleshooting - Agent connection for more information.

If the installation failed with error 1603, check ra-agent-install.log file. It can be found here: C:\Users\%user%\AppData\Local\Temp\ra-agent-install.log on the target computer.

2. The table below contains several reasons Agent deployment can fail:

Error message

Possible cause

Could not connect

Client is not reachable on the network
Client's host name could not be resolved
Firewall blocks communication
Ports 2222 and 2223 are not open in firewall (on both client and server side)

Access denied

No password set for administrator account
Insufficient access rights
ADMIN$ administrative share is not available
IPC$ administrative share is not available

Use simple file sharing is enabled

Package not found in repository

Link to the repository is incorrect
Repository is unavailable
Repository doesn’t contain required package

3. Follow the appropriate troubleshooting steps according to the possible cause:

oClient is not reachable on the network - ping the client from the ERA Server, if you get a response, try to log on to the client machine remotely (for example, via remote desktop).
oClient's host name could not be resolved - possible solutions to DNS issues can include but are not limited to:

Using the nslookup command of the IP address and hostname of the server and/or the clients having Agent deployment issues. The results should match the information from the machine. For instance, an nslookup of a hostname should resolve to the IP address an ipconfig command shows on the host in question. The nslookup command will need to be run on the clients and the server.

Manually examining DNS records for duplicates.

oFirewall blocks communication - check the firewall settings on both the server and the client, as well as any other firewall that exists between these two machines (if applicable).
oPorts 2222 and 2223 are not open in firewall - same as above, make sure that these ports are open on all firewalls between the two machines (client and server).
oNo password set for administrator account - set a proper password for the administrator account (do not use a blank password)
oInsufficient access rights - try using the Domain Administrator's credentials when creating an Agent deployment task. If the client machine is in a Workgroup, use the local Administrator account on that particular machine.
oADMIN$ administrative share is not available - The client machine must have the shared resource ADMIN$ activated, make sure it is present among the other shares (Start > Control Panel > Administrative Tools > Computer Management > Shared Folders > Shares).
oIPC$ administrative share is not available - verify that the client can access IPC by issuing the following from a command prompt on the client:

net use \\servername\IPC$

where servername is the name of the ERA Server

oUse simple file sharing is enabled - if you are getting the "Access denied" error message and your environment is mixed (contains both a Domain and Workgroup), disable Use simple file sharing or Use Sharing Wizard  on all machines that are having problems with Agent deployment. For example, in Windows 7 do the following:
Click Start, type folder into the Search box, and then click Folder Options. Click the View tab and in the Advanced settings box, scroll down the list and deselect the check box next to Use Sharing Wizard.
 
oLink to the repository is incorrect - In ERA Web Console, navigate to Admin > Server Settings, click Advanced settings > Repository and make sure the URL of the repository is correct.
oPackage not found in repository - this error message usually appears when there is no connection to the ERA repository. Check your Internet connection.

icon_details_hoverNOTE: For later Windows operating systems (Windows 7, Windows 8, etc.) the Administrator user account must be activated in order to run the Agent deployment task.

To activate the Administrator user account:

1.Open an administrative command prompt
2.Enter the following command:

net user administrator /active:yes

Linux and Mac OS

If Agent deployment does not work on Linux or Mac OS, the issue is usually related to SSH. Check the client computer and make sure SSH daemon is running. Once fixed, run Agent deployment again.