Troubleshooting - Agent connection

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

By default, the ESET Management Agent synchronizes with ESMC Server every minute. You can change this setting by creating a new policy for the ESET Management Agent Connection Interval.

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

Linux

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

macOS

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

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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 ESMC Server.

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

The most common issues that can prevent the ESET Management Agent from connecting to the ESMC Server are:

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

Your ESMC 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 Security Management Center, 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 ESMC Server Certification Authority is in place - create a new ESET Management Agent certificate to resolve this.