Troubleshooting

The following log files can be used to troubleshoot the ERA Virtual Appliance. Also, you may be asked by ESET technical support to provide diagnostic logs. These are the log files you can send for analysis:

Log name

Location

Description

ERA VA configuration

/root/appliance-configuration-log.txt

If your ERA VA deployment fails, do not restart the appliance and check configuration log file.

ERA Server

/var/log/eset/RemoteAdministrator/EraServerInstaller.log

/var/log/eset/RogueDetectionSensor/RDSensorInstaller.log

ERA Server installation log file

Other ERA components use a similar path and corresponding file name.

ERA Server trace log

ERA Agent trace log

/var/log/eset/RemoteAdministrator/Server/

/var/log/eset/RemoteAdministrator/Agent/

Check your trace logs:
trace.log

status.html

last-error.html

Other ERA components use similar path and file names.

Apache HTTP Proxy

/opt/apache/logs/

/var/log/httpd

log file for older versions of ERA Virtual appliance

log file for newer versions of ERA Virtual appliance

ERA Server crash dumps

/var/opt/eset/RemoteAdministrator/Server/Dumps/


ERA Server or ERA Agent run diagnostic tool

/root/RemoteAdministratorAgentDiagnostic20160429T105105.zip

If you experience issues with your ERA VA, you can Run diagnostic tool, see ESET Remote Administrator Webmin module for details.

If the Server or Agent are crashing and you can not change the logging verbosity via Web Console, you can enable full trace logging by creating the empty file:

For Agent:

touch /var/log/eset/RemoteAdministrator/Agent/traceAll

For Server:

touch /var/log/eset/RemoteAdministrator/Server/traceAll

icon_details_hoverNOTE

We recommend you to use Webmin File manager where you can easily search for files and download logs if necessary.