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Troubleshooting - Agent connection

When a client computer does not appear to be connecting to ESET PROTECT 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 every 10 minutes.

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






/Library/Application Support/com.eset.remoteadministrator.agent/Logs/

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.


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 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 ESET PROTECT is that DNS is not working properly, or ports are blocked by a firewall - check our list of ports used by ESET PROTECT. Refer to our Knowledgebase article to resolve the Device is using a failover connection alert.