Issue
- Client computers are missing from the ESET PROTECT Web Console dashboard
- Prerequisites
- Verify that DNS is configured correctly on the client computer
- Verify that DNS is configured correctly on the ESET PROTECT Server
Solution
Prerequisites
- The ESET Management Agent must be installed. If you have not installed the ESET Management Agent on your client computers, they will not be able to communicate with the ESET PROTECT Web Console.
- The client computer must be connected to your domain.
- Appropriate firewall ports must be allowed on server and client computers for domain connections.
- You must have a valid subscription for the client. Review the Subscription FAQ article for answers to common questions about subscription in ESET PROTECT On-Prem.
Verify that DNS is configured correctly on the client computer
Ensure that DNS is configured correctly on the client computer that does not appear in the ESET PROTECT Web Console.
-
Press the Windows key + R to open a Run dialog.
-
Type cmd in the open field and click OK.
-
Type ipconfig in the command prompt, and press the Enter key to display the hostname of the system and its IP address. Note the name of the system and the IP address.
Verify that DNS is configured correctly on the ESET PROTECT Server
-
Press the Windows key + R to open a Run dialog.
-
Type cmd in the open field and click OK.
-
Type nslookup in the command prompt and press the Enter key.
-
Type the hostname of the missing client and press the Enter key. Verify that the IP address and hostname in the second group of lines match the information displayed by the ipconfig command that was run on the missing client (see the step 3 of section 1).
If the nslookup responses for the hostname and IP address do not match, there is a problem with your Forward DNS and/or Reverse DNS zones. See this Microsoft Knowledgebase article for information about troubleshooting DNS Zones.
It might take up to 12 hours to take effect on your network and be reflected in ESET PROTECT On-Prem. Check whether the missing clients are found after the changes are applied.
Need further assistance? Contact ESET Technical Support.
