[KB3630] Agent deployment troubleshooting ESET Remote Administrator (6.x)


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Reasons Agent deployment can fail

The table below contains several reasons Agent deployment can fail. For more information on Agent deployment failure, refer to the Troubleshooting - Agent deployment.

Error message Possible cause(s)
Could not connect
  • Client is unable to connect to the network
  • Client´s host name could not be resolved
  • Firewall blocks communication
  • Ports 2222 and 2223 are not opened in firewall
  • Valid FQDN computer names are not used
  • File and printer sharing is not enabled
  • Inbound ports 135, 137, 138, 139 and 445 are not opened in firewall on the client or Windows Firewall.
  • The TCP and/or UDP ports used by ERA Agent deployment are not assigned correctly
Access denied
  • When deploying from a server joined to a domain, to a client joined to the domain, use the credentials of a user that is a member of the Domain Admin group in the following format: DomainDomainAdmin
  • When deploying from a server joined to a domain, to a client joined to the domain, temporarily elevate the ERA Server service from the network service to run under the domain administrator account
  • When deploying from a server, to a client in a different domain, disable remote UAC filtering on the target computer 
  • When deploying from a server, to a client in a different domain, use the credentials of a local user that is a member of the Administrators group in the following format: Admin. The target computer name will automatically be prepended to the login.
  • No password set for the administrator account
  • Insufficient access rights
  • ADMIN$ administrative share is not available
  • IPC$ administrative share is not available
  • Use simple file sharing is enabled
Package not found in repository
  • Link to the repository is incorrect
  • Repository is unavailable
  • Repository does not contain required package

Determine what caused ERA Agent Deployment to fail

To determine why Agent deployment failed, click Reports > Agent Deployment task information in last 30 days and click Generate now. Deployment information is displayed in a table. The Progress column displays error messages about why agent deployment failed.

For more information, change the verbosity of the ERA Server trace log. Click Admin > Server Settings > Advanced Settings > Logging. In the Trace log verbosity drop-down menu, select Error and click Save. Run Agent deployment. When Agent deployment fails, check the bottom of the ERA Server trace log file for the latest log entries. View log files in the following file locations:

Windows logs

  • ERA Server: C:ProgramDataESETRemoteAdministratorServerEraServerApplicationDataLogs race.log
  • ERA Agent: C:ProgramDataESETRemoteAdministratorAgentEraAgentApplicationDataLogs
  • ERA Agent: C:Documents and SettingsAll UsersApplication DataESETRemoteAdministratorAgentEraAgentApplicationDataLogs

Linux logs 

  • ERA Agent: /var/log/eset/RemoteAdministrator/EraAgentInstaller.log
  • ERA Agent: /var/log/eset/RemoteAdministrator/Agent/trace.log
  • ERA Server: /var/log/eset/RemoteAdministrator/Server/trace.log

To enable full logging, create a dummy file named traceAll without extension in the same folder as a trace.log and restart the ERA Server service. 

Installation failed with error 1603

Check the ra-agent-install.log file on the target computer, located at: C:Users\%users%AppDataLocalTemp a-agent-install.log .

DNS issues troubleshooting

If a computer disappears from ESET Remote Administrator (ERA) or hangs at "In Progress" during deployment, one of the following DNS troubleshooting processes could resolve the issue:

    • Use the 'nslookup' command of the IP address and hostname of the server and/or the clients having push install issues. The results should match the information from the machine. For instance, an nslookup of a hostname should resolve to the IP address an ipconfig command shows on the host in question. The 'nslookup' command will need to be run on the clients and the server.

  • Manually examine DNS records for duplicates.

Enable Secure Shell on OS X

  1. In the system tray, click the Apple icon → System Preferences.

    Figure 1-1

  2. Click Sharing.

    Figure 1-2
    Click the image to view larger in new window

  3. Select the check box next to Remote Login.

    Figure 1-3
    Click the image to view larger in new window

  4. Close the Sharing window and attempt to deploy the ESET Remote Administrator Agent again.