Troubleshooting - Agent connection

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

By default, the ESET Management Agent synchronizes with ESET PROTECT Cloud Server every 10 minutes.

Check the latest ESET Management Agent log file. You can find it here:

Windows

C:\ProgramData\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

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.

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


note

To enable full ESET Management Agent logging in the trace.log file, create a dummy file named traceAll without an extension in the same folder as a trace.log and then restart the computer (to restart the ESET Management Agent service).

status.html – a table showing the current state of communication (synchronization) of ESET Management Agent with ESET PROTECT Cloud Server. The log also contains HTTP Proxy configuration, a list of applied policies (including the applied exclusions), and a list Dynamic groups to which the device belongs.

 

The most common issues that can prevent the ESET Management Agent from connecting to the ESET PROTECT Cloud Server is that DNS is not working properly, or ports are blocked by a firewall - check our list of ports used by ESET PROTECT Cloud.