Troubleshooting

Since ESET PROTECT is a complex product that uses several third-party tools and supports many OS platforms, there is the potential that you will encounter issues that require troubleshooting.

ESET documentation includes several methods to troubleshoot ESET PROTECT, see Answers to common installation issues to resolve some common issues with ESET PROTECT.

Unable to resolve your issue?

Each ESET PROTECT component has a log file which can be configured to be more or less verbose. Review logs to identify errors that might explain the issue you are having.

oLogging verbosity of each component is set in its policy. The policy must be applied to the device to take effect.

ESET Management Agent policy

RD Sensor

ESET PROTECT Server

MDM Core

note

Note

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

If you are unable to resolve your issue, you can visit the ESET Security Forum and consult the ESET community for information about issues you may encounter.

When contacting ESET Technical Support, you may be asked to collect log files - to do so, use ESET Log Collector or our Diagnostic Tool to collect the necessary logs. We strongly recommend that you include logs when contacting support to speed up your customer care service request.