FAQ

List of questions

Q: How do you resolve the error Login Failed, Connection has failed with the state of 'Not connected'?

A: Check if ESET PROTECT Server service is running or MS SQL Server service. If not, start it. If it is running, restart the service, refresh web console and then try to log in again. For more information see Troubleshooting login.

Q: What is the group "Lost and Found" used for?

A: 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 as with computers in any other static group. The group can be renamed or moved under another group but it can't be deleted.

Q: How do you create a dual update profile?

A: See our ESET Knowledgebase article for step-by-step instructions.

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

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

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

A: Following methods allow you to perform silent installation:

•GPO or SCCM script

•Agent deployment task

•ESET Remote Deployment Tool

Q: RD Sensor does not detect all clients on network.

A: 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 make sure that issues with DNS lookup are not preventing communication.

Q: How do I reset the Active detections count shown in ESET PROTECT after cleaning detections?

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

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

A: 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 in different random time. 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 server in this time. For more information see Cron expression interval.

Q: How do I create new Dynamic Group for automatic deployment?

A: See our Knowledgebase article for step-by-step instructions.

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

A: File with following lines:

All\Group1\GroupN\Computer1
All\Group1\GroupM\ComputerX
All is the required name of root group.

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

A: The certificate has to be CA (or intermediate CA) certificate with the 'keyCertSign' flag from 'keyUsage' constraint. This means that it can be used for signing other certificates.

Q: How do I reset the Administrator password for Web Console (The password entered during set up on Windows operating systems)?

A: It is possible to 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 creation of the database. See the Knowledgebase article on this topic.

•Please be careful, some of the repair options can potentially remove stored data.

•Password reset disables the 2FA.

Q: How do I reset the Administrator password for Web Console (Linux, entered during set up)?

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

Q: How to troubleshoot if RD Sensor is not detecting anything?

A: If your OS is detected as a network device, it won't be sent to ESET PROTECT as a computer. Network devices (printers, routers) are filtered out. RD Sensor was compiled with libpcap version 1.3.0, please 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.

Q: I cannot see items in the Dynamic Groups Templates window—why?

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

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

A: Most likely, your users do not have sufficient permissions. Users need to have permissions over computers and also for Dashboard to have the data displayed. See the example permission set.

Q: How can I upgrade my ESET security product?

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

Q: How can I change the suffix in the address of the Web Console

A: 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 do that, 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/esmc

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

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