FAQ

How to resolve the Login failed: Connection has failed with state "Not connected" error?

Check if ESET PROTECT Server service is running or Microsoft SQL Server service. If not, start it. If it is running, restart the service, refresh Web Console, and try logging in again. For more information, see Troubleshooting login.

What is the group Lost and Found used for?

Each computer that connects to ESET PROTECT Server and is not a member of any static group is automatically displayed in this group. You can work with the group and the computers inside it, just as with computers in any other static group. The group can be renamed or moved under another group, but it cannot be deleted.

How do you create a dual update profile?

See the ESET Knowledgebase article for step-by-step instructions.

How do you refresh the information on a page or in a section of the page without refreshing the entire browser window?

Click Refresh in the context menu at the top right of a section of the page.

How do you perform a silent installation of the ESET Management Agent?

The following methods enable you to perform the silent installation:

•GPO or SCCM script

•Agent deployment task

•ESET Remote Deployment Tool

RD Sensor does not detect all clients on the network

RD sensor passively listens to network communication on the network. If PCs are not communicating, they are not listed by RD Sensor. Check your DNS settings to ensure that issues with DNS lookup are not preventing communication.

How do I reset the Active detections count shown in ESET PROTECT On-Prem after cleaning detections?

To reset the number of active detections, a full (In-depth scan) needs to be started via ESET PROTECT On-Prem on the target computer(s). If you have cleaned a detection manually, you can mark it as solved.

How do I set up CRON expression for the ESET Management Agent connection interval?

P_REPLICATION_INTERVAL accepts a CRON expression.

Default is "R R/20 * * * ? *" which means connecting at random second (R=0-60) every random 20th minute (for example, 3, 23, 43 or 17, 37, 57). Random values should be used for load balancing in time. So every ESET Management Agent is connecting at different random times. If an accurate CRON is used, for example, "0 * * * * ? *", all Agents with this setting will connect at the same time (every minute at :00 second) there will be load peaks on a server at this time. For more information, see Cron expression interval.

How do I create a new Dynamic Group for automatic deployment?

See the Knowledgebase article for step-by-step instructions.

When importing a file containing a list of computers to add to ESET PROTECT On-Prem, what format is required for the file?

File with the following lines:

All\Group1\GroupN\Computer1
All\Group1\GroupM\ComputerX

All is the required name of the root group.

Which third-party certificates can be used to sign ESET PROTECT certificates?

The certificate must be CA (or intermediate CA) with the 'keyCertSign' flag from the 'keyUsage' constraint. You can use such CA to sign other certificates.

How do I reset the Administrator password for Web Console (typed during the setup)?

Windows

You can reset the password by running the server installer and choosing Repair. Note that you may require the password for the ESET PROTECT database if you did not use Windows Authentication during the creation of the database. See the Knowledgebase article on this topic.

•Be careful—some of the repair options can potentially remove stored data.

•Password reset disables the 2FA.

•The password must contain at least 10 characters in three categories: lowercase letters, uppercase letters, digits or special characters. We recommend using a password with no less than 12 characters.

Linux

If you have another user in ESET PROTECT On-Prem with sufficient rights, you should be able to reset the administrator account password. However, if Administrator is the only account (as it is created during installation) in the system, you cannot reset this password. See the Knowledgebase article on this topic.

The password must contain at least 10 characters in three categories: lowercase letters, uppercase letters, digits or special characters. We recommend using a password with no less than 12 characters.

How to troubleshoot if the RD Sensor is not detecting anything?

If your OS is detected as a network device, it will not be sent to ESET PROTECT On-Prem as a computer. Network devices (printers, routers) are filtered out. RD Sensor was compiled with libpcap version 1.3.0; verify that you have this version installed on your system. The second requirement is a bridged network from your virtual machine where RD Sensor is installed. If these requirements are met, run nmap with OS detection (http://nmap.org/book/osdetect-usage.html) to see whether it can detect the OS on your computer.

I cannot see items in the Dynamic Group Templates window—why?

Most likely, your users do not have sufficient permissions. Users can see Dynamic Group templates only if they are in a static group where the user has been assigned at least Read permissions for Dynamic Group Templates.

I cannot see any information in the Dashboard window—why?

Your users most likely do not have sufficient permissions. Users need to have permission over computers and also for the Dashboard to display the data. See the example permission set.

How can I upgrade my ESET security product?

Use the Software install task and select the product to upgrade.

How can I change the suffix in the address of the Web Console?

If your Web Console address is, for example, 10.1.0.5/era and you would like to change the suffix era, never rename the folder itself. Changing the address is not recommended, but if you need to, create a link in the webapps folder with a different name.

For example, on Linux or Virtual Appliance, you can use the following command:
ln -sf /var/lib/tomcat/webapps/era/ /var/lib/tomcat/webapps/protect

After executing this command in the terminal, your Web Console is also accessible at 10.1.0.5/protect (change the IP address for your own).

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