hmLoadTopic({
hmKeywords:"cloned computer,question,VDI",
hmTitle:"Resolving cloning questions",
hmDescription:"Every time a machine connects to the ESET PROTECT On-Prem, an entry is created based on two fingerprints:",
hmPrevLink:"support_vdi.html",
hmNextLink:"hw_fingerprint.html",
hmParentLink:"support_vdi.html",
hmBreadCrumbs:"<a href=\"fs.html\">Get started<\/a> &gt; <a href=\"support_vdi.html\">VDI, cloning and hardware detection<\/a>",
hmTitlePath:"Get started > VDI, cloning and hardware detection > Resolving cloning questions",
hmHeader:"<h1 class=\"p_Heading1\"><span class=\"f_Heading1\">Resolving cloning questions<\/span><\/h1>\n\r",
hmBody:"<p class=\"p_Normal\">Every time a machine connects to the ESET PROTECT On-Prem, an entry is created based on two fingerprints:<\/p>\n\r<p class=\"p_NormalList\" style=\"text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding-left: 13px; margin-left: 19px;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_NormalList\">an ESET Management Agent UUID (universally unique identifier)—It changes after the ESET Management Agent is re-installed on a machine (see <a href=\"vdi.html#double_agent\" class=\"topiclink\">Double Agent situation<\/a>).<\/span><\/p>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 32px; margin-left: 0;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span>a machine <a href=\"hw_fingerprint.html\" class=\"topiclink\">hardware fingerprint<\/a>—It changes if the machine is cloned or redeployed.<\/p>\n\r<p class=\"p_Normal\">A question is displayed if ESET PROTECT Server detects one of the following:<\/p>\n\r<p class=\"p_NormalList\" style=\"text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding-left: 13px; margin-left: 19px;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_NormalList\">a cloned device connecting<\/span><\/p>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 32px; margin-left: 0;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span>a change of hardware in an existing device with ESET Management Agent installed<\/p>\n\r<div style=\"text-align: left; text-indent: 0; padding: 0 0 0 0; margin: 0 0 10px 0;\"><table class=\"Table_important\" >\n\r<tr class=\"Table_important\">\n\r<td class=\"Table_important\" style=\"width:4px; background-color:#E9A514;\"><br \/>\n\r<\/td>\n\r<td class=\"Table_important\" style=\"width:20px;\"><p class=\"p_Normal\"><img alt=\"Important\" title=\"Important\" width=\"20\" height=\"20\" style=\"margin:2px 0 0 0;width:20px;height:20px;border:none\" src=\".\/images\/important.svg\"\/><\/p>\n\r<\/td>\n\r<td class=\"Table_important\"><p class=\"p_Normal\"><a href=\"hw_fingerprint.html\" class=\"topiclink\">Hardware fingerprint<\/a> detection is not supported on:<\/p>\n\r<p class=\"p_NormalList\" style=\"text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding-left: 13px; margin-left: 19px;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_NormalList\">Linux, macOS<\/span><\/p>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 32px; margin-left: 0;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span>machines without ESET Management Agent<\/p><\/td>\n\r<\/tr>\n\r<\/table>\n\r<\/div>\n\r<p class=\"p_Normal\">Click the question and select:<\/p>\n\r<p class=\"p_Normal\"><span class=\"f_UI\">Resolve question<\/span> &gt; <span class=\"f_UI\">New computers are being cloned or imaged from this computer<\/span>:<\/p>\n\r<div style=\"text-align: left; text-indent: 0; padding: 0 0 0 0; margin: 0 0 10px 0;\"><table class=\"Table_small\" >\n\r<thead>\n\r<tr class=\"Table_small\">\n\r<th class=\"Table_small\" style=\"width:23%;\" scope=\"col\"><p class=\"p_Head_row\"><span class=\"f_Head_row\">Option<\/span><\/p>\n\r<\/th>\n\r<th class=\"Table_small\" style=\"width:23%;\" scope=\"col\"><p class=\"p_Head_row\"><span class=\"f_Head_row\">Action<\/span><\/p>\n\r<\/th>\n\r<th class=\"Table_small\" style=\"width:23%;\" scope=\"col\"><p class=\"p_Head_row\"><span class=\"f_Head_row\">More details<\/span><\/p>\n\r<\/th>\n\r<\/tr>\n\r<\/thead>\n\r<tbody>\n\r<tr class=\"Table_small\">\n\r<td class=\"Table_small\" style=\"width:30%; height:29px;\"><p class=\"p_NormalTableUI\" style=\"page-break-inside: avoid; page-break-after: avoid;\"><span class=\"f_NormalTableUI\">Match with the existing computer every time<\/span><\/p>\n\r<\/td>\n\r<td class=\"Table_small\" style=\"width:50%; height:29px;\"><p class=\"p_NormalTable\" style=\"page-break-inside: avoid; page-break-after: avoid;\"><span class=\"f_NormalTable\">Select this option when:<\/span><\/p>\n\r<p class=\"p_NormalTable\" style=\"text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding-left: 13px; margin-left: 8px;\"><span class=\"f_NormalTable\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_NormalTable\">You use the computer as a master and all its images should connect to the existing computer entry in ESET PROTECT On-Prem.<\/span><\/p>\n\r<p class=\"p_NormalTable\" style=\"text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding-left: 13px; margin-left: 8px;\"><span class=\"f_NormalTable\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_NormalTable\">You use the computer as a master to set up a VDI environment and the computer is in VDI pool and is expected to recover its identity based on a hardware fingerprint ID.<\/span><\/p><\/td>\n\r<td class=\"Table_small\" style=\"width:20%; height:29px;\"><p class=\"p_NormalTable\" style=\"page-break-inside: avoid; page-break-after: avoid;\"><span class=\"f_NormalTable\"><a href=\"https:\/\/support.eset.com\/kb7864\/\" target=\"_blank\" onclick=\"return HMTrackTopiclink(this);\" class=\"weblink\">KB article<\/a><\/span><\/p>\n\r<\/td>\n\r<\/tr>\n\r<tr class=\"Table_small\">\n\r<td class=\"Table_small\" style=\"width:30%; background-color:#F4F5F4;\"><p class=\"p_NormalTableUI\" style=\"page-break-inside: avoid; page-break-after: avoid;\"><span class=\"f_NormalTableUI\">Create a new computer every time<\/span><\/p>\n\r<\/td>\n\r<td class=\"Table_small\" style=\"width:50%; background-color:#F4F5F4;\"><p class=\"p_NormalTable\" style=\"page-break-inside: avoid; page-break-after: avoid;\"><span class=\"f_NormalTable\">Select this option when you use this computer as a master image and you want ESET PROTECT On-Prem to automatically recognize all clones of this computer as new computers. Do not use with VDI environments.<\/span><\/p>\n\r<\/td>\n\r<td class=\"Table_small\" style=\"width:20%; background-color:#F4F5F4;\"><p class=\"p_NormalTable\" style=\"page-break-inside: avoid; page-break-after: avoid;\"><span class=\"f_NormalTable\"><a href=\"https:\/\/support.eset.com\/kb7865\/\" target=\"_blank\" onclick=\"return HMTrackTopiclink(this);\" class=\"weblink\">KB article<\/a><\/span><\/p>\n\r<\/td>\n\r<\/tr>\n\r<tr class=\"Table_small\">\n\r<td class=\"Table_small\" style=\"width:30%;\"><p class=\"p_NormalTableUI\" style=\"page-break-inside: avoid; page-break-after: avoid;\"><span class=\"f_NormalTableUI\">Create a new computer this time only<\/span><\/p>\n\r<\/td>\n\r<td class=\"Table_small\" style=\"width:50%;\"><p class=\"p_NormalTable\" style=\"page-break-inside: avoid; page-break-after: avoid;\"><span class=\"f_NormalTable\">Computer is cloned only once. Select to create a new computer for the cloned device.<\/span><\/p>\n\r<\/td>\n\r<td class=\"Table_small\" style=\"width:20%;\"><p class=\"p_NormalTable\" style=\"page-break-inside: avoid; page-break-after: avoid;\"><span class=\"f_NormalTable\"><a href=\"https:\/\/support.eset.com\/kb7863\/\" target=\"_blank\" onclick=\"return HMTrackTopiclink(this);\" class=\"weblink\">KB article<\/a><\/span><\/p>\n\r<\/td>\n\r<\/tr>\n\r<\/tbody>\n\r<\/table>\n\r<\/div>\n\r<p class=\"p_Normal\"><span class=\"f_UI\">Resolve question<\/span> &gt; <span class=\"f_UI\">No computers are cloned from this computer, but its hardware has changed<\/span>:<\/p>\n\r<div style=\"text-align: left; text-indent: 0; padding: 0 0 0 0; margin: 0 0 10px 0;\"><table class=\"Table_small\" >\n\r<thead>\n\r<tr class=\"Table_small\">\n\r<th class=\"Table_small\" scope=\"col\"><p class=\"p_Head_row\"><span class=\"f_Head_row\">Option<\/span><\/p>\n\r<\/th>\n\r<th class=\"Table_small\" scope=\"col\"><p class=\"p_Head_row\"><span class=\"f_Head_row\">Action<\/span><\/p>\n\r<\/th>\n\r<\/tr>\n\r<\/thead>\n\r<tbody>\n\r<tr class=\"Table_small\">\n\r<td class=\"Table_small\" style=\"width:30%;\"><p class=\"p_NormalTableUI\" style=\"page-break-inside: avoid; page-break-after: avoid;\"><span class=\"f_NormalTableUI\">Accept changed hardware every time<\/span><\/p>\n\r<\/td>\n\r<td class=\"Table_small\"><p class=\"p_NormalTable\" style=\"page-break-inside: avoid; page-break-after: avoid;\"><span class=\"f_NormalTable\">Disable the hardware detection permanently for this device. Use only if non-existent hardware changes are reported.<\/span><\/p>\n\r<div style=\"text-align: left; text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding: 0 0 0 0; margin: 0 6px 0 8px;\"><table class=\"Table_warning\" >\n\r<tr class=\"Table_warning\">\n\r<td class=\"Table_warning\" style=\"width:4px; background-color:#E04239;\"><br \/>\n\r<\/td>\n\r<td class=\"Table_warning\" style=\"width:20px;\"><p class=\"p_Normal\"><img alt=\"Warning\" title=\"Warning\" width=\"20\" height=\"20\" style=\"margin:2px 0 0 0;width:20px;height:20px;border:none\" src=\".\/images\/warning.svg\"\/><\/p>\n\r<\/td>\n\r<td class=\"Table_warning\"><p class=\"p_Warning_heading\" style=\"page-break-after: avoid;\"><span class=\"f_Warning_heading\">This action is irreversible!<\/span><\/p>\n\r<p class=\"p_Normal\">If you disable the hardware detection, both Agent and Server store this setting. Re-deployment of the Agent does not restore the disabled HW detection. Machines with disabled hardware detection are not suitable for the VDI scenarios in ESET PROTECT On-Prem.<\/p>\n\r<\/td>\n\r<\/tr>\n\r<\/table>\n\r<\/div>\n\r<\/td>\n\r<\/tr>\n\r<tr class=\"Table_small\">\n\r<td class=\"Table_small\" style=\"background-color:#F4F5F4;\"><p class=\"p_NormalTableUI\" style=\"page-break-inside: avoid; page-break-after: avoid;\"><span class=\"f_NormalTableUI\">Accept changed hardware only this time<\/span><\/p>\n\r<\/td>\n\r<td class=\"Table_small\" style=\"background-color:#F4F5F4;\"><p class=\"p_NormalTable\" style=\"page-break-inside: avoid; page-break-after: avoid;\"><span class=\"f_NormalTable\">Select to renew the hardware fingerprint of the device. Use this option after the hardware of the client computer is changed. Future hardware modifications will be reported again.<\/span><\/p>\n\r<\/td>\n\r<\/tr>\n\r<\/tbody>\n\r<\/table>\n\r<\/div>\n\r<p class=\"p_Normal\">Click <span class=\"f_UI\">Resolve<\/span> to submit the selected option. The cloning question gets resolved next time the cloned computer connects to ESET PROTECT On-Prem.<\/p>\n\r<p class=\"p_Normal\"><img class=\"border\" alt=\"Resolve question.\" title=\"Resolve question.\" width=\"800\" height=\"446\" style=\"margin:0;width:800px;height:446px;border:none\" src=\".\/images\/question.png\"\/><\/p>\n\r<div style=\"text-align: left; text-indent: 0; padding: 0 0 0 0; margin: 0 0 10px 0;\"><table class=\"Table_important\" >\n\r<tr class=\"Table_important\">\n\r<td class=\"Table_important\" style=\"width:4px; background-color:#E9A514;\"><br \/>\n\r<\/td>\n\r<td class=\"Table_important\" style=\"width:20px;\"><p class=\"p_Normal\"><img alt=\"Important\" title=\"Important\" width=\"20\" height=\"20\" style=\"margin:2px 0 0 0;width:20px;height:20px;border:none\" src=\".\/images\/important.svg\"\/><\/p>\n\r<\/td>\n\r<td class=\"Table_important\"><p class=\"p_Normal\">If you do not resolve a question in 30 days, the <span class=\"f_UI\">Create a new computer this time only<\/span> option will be selected automatically.<\/p>\n\r<\/td>\n\r<\/tr>\n\r<\/table>\n\r<\/div>\n\r<h2 class=\"p_Heading2\" style=\"page-break-after: avoid;\"><a id=\"double_agent\" class=\"hmanchor\"><\/a><span class=\"f_Heading2\">Double Agent situation<\/span><\/h2>\n\r<p class=\"p_Normal\">If an ESET Management Agent is uninstalled (but the computer is not removed from Web Console) on the client machine and installed again, there are two same computers in the Web Console. One is connecting to ESET PROTECT On-Prem and the other one is not. The <span class=\"f_UI\">Questions<\/span> dialog window does not handle this situation. Such a situation is the result of an incorrect agent <a href=\"remove_computer_from_management.html\" class=\"topiclink\">removal procedure<\/a>. The only solution is to manually <img alt=\"Remove\" title=\"Remove\" width=\"16\" height=\"16\" style=\"margin:0;width:16px;height:16px;border:none\" src=\".\/images\/delete_default.png\"\/> remove the computer that is not connecting from the Web Console. The history and logs created before the re-installation will be lost afterward.<\/p>\n\r<h2 class=\"p_Heading2\" style=\"page-break-after: avoid;\"><span class=\"f_Heading2\">Using the Delete not connecting computers task<\/span><\/h2>\n\r<p class=\"p_Normal\">If you have a VDI pool of computers and did not resolve the question (refer above) correctly, the Web Console creates a new computer after reloading the computer from the pool. Computer instances stack up in the Web Console and subscription can get overused. We do not recommend solving this issue by setting up a <a href=\"st_delete_not_connecting_computer.html\" class=\"topiclink\">task for deleting not connecting computers<\/a>. Such a procedure removes the history (logs) for deleted computers, and subscriptions can also be overused.<\/p>\n\r<h2 class=\"p_Heading2\" style=\"page-break-after: avoid;\"><span class=\"f_Heading2\">Overused subscriptions<\/span><\/h2>\n\r<p class=\"p_Normal\">When a client computer with installed ESET Management Agent and activated ESET security application gets cloned, each cloned machine can claim another seat. This process can overuse your subscriptions. In VDI environments, use an offline activation file to activate ESET applications and contact ESET to modify your subscription.<\/p>\n\r<h2 class=\"p_Heading2\" style=\"page-break-after: avoid;\"><a id=\"notification\" class=\"hmanchor\"><\/a><span class=\"f_Heading2\">Notifications for cloned computers<\/span><\/h2>\n\r<p class=\"p_Normal\">A user can choose from three prepared notifications for cloning-related actions. To set up a <a href=\"admin_ntf_notifications.html\" class=\"topiclink\">notification<\/a>, select the <img alt=\"Notifications\" title=\"Notifications\" width=\"16\" height=\"16\" style=\"margin:0;width:16px;height:16px;border:none\" src=\".\/images\/siren_default.png\"\/> <span class=\"f_UI\">Notifications<\/span> menu in the Web Console.<\/p>\n\r<p class=\"p_NormalList\" style=\"text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding-left: 13px; margin-left: 19px;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_UI\">New Computer Enrolled<\/span><span class=\"f_NormalList\">—Notify if a computer is connected for the first time to the selected static group (the group <\/span><span class=\"f_UI\">All<\/span><span class=\"f_NormalList\"> is selected by default)<\/span><\/p>\n\r<p class=\"p_NormalList\" style=\"text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding-left: 13px; margin-left: 19px;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_UI\">Computer Identity Recovered<\/span><span class=\"f_NormalList\">—Notify if a computer was identified based on its hardware; the computer was cloned from a Master machine or other known source<\/span><\/p>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 32px; margin-left: 0;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_UI\">Potential Computer Cloning Detected<\/span>—Notify about a significant hardware modification or cloning if the source machine was not flagged as a Master before<\/p>\n\r<h2 class=\"p_Heading2\" style=\"page-break-after: avoid;\"><span class=\"f_Heading2\">Troubleshooting<\/span><\/h2>\n\r<p class=\"p_Normal\">If you have issues with a VDI clone, perform the <a href=\"https:\/\/support.eset.com\/kb8108\" target=\"_blank\" onclick=\"return HMTrackTopiclink(this);\" class=\"weblink\">VDI troubleshooting steps<\/a>.<\/p>\n\r"
})
