[KB6845] Collect logs from ESET Secure Authentication (ESA)

Issue

  • An ESET Technical Support Agent has requested ESET Secure Authentication (ESA) logs

Solution

Collect logs manually

When installing or updating ESET Secure Authentication (ESA), logs are created in "%ProgramData%ESET Secure Authentication". If you experience issues when using ESA, it is convenient to generate detailed logs.
  1. In the %ProgramData%\ESET Secure Authentication\logs folder, create a loglevel.txt file.
     
  2. Edit the file, type trace and save changes. 
     
  3. Open Windows Task Manager, click Services.
     
  4. Find and right-click ESACore, and select Restart.

  5. Find and right-click the ESA service you are troubleshooting, and select Restart.

  6. Replicate the issues you experienced.

  7. Delete the loglevel.txt file, and restart the running ESA services.

If ESET Technical Support asks you to provide logs, use ESET Log Collector to collect the required information.


ESA Services

In Windows Task Manager, the Service tab displays the available ESA Services as described below:

Name Description What is it for
ESACore ESET Secure Authentication Core Service Processes user authentication requests and manages configuration of ESET Secure Authentication
ESANtlmProxy ESET Secure Authentication NTLM Proxy Service Checks user passwords for RADIUS authentications using MS-CHAPv2
EsaCpProxy ESET Secure Authentication Credential Provider Proxy Service Provides ESET Secure Authentication functionality for RDP and Windows Login
ESARadius ESET Secure Authentication RADIUS Service RADIUS server supporting two-factor authentication using ESET Secure Authentication
elasticsearch-service-x64 Elasticsearch 7.4.0 (elasticsearch-service-x64) Elasticsearch 7.4.0 Windows Service - https://elastic.co

ESA components running under IIS

ESA Identity Provider Connector or ESA components for Web Applications run under IIS. To restart them, restart the IIS service.


Submit logs from the ESET Secure Authentication (ESA) mobile application

  1. Open the ESA mobile application, tap MenuAbout.
     
  2. Tap the text in the About screen five times to initialize log collection. Action buttons will display but are unavailable during this time.

  3. When log collection is complete, action buttons will become available. To send information to our support team via your default mail application, tap Share. To paste the information in a custom mail application, tap Copy.