[KB7367] ESET Management Agent connection troubleshooting

Issue

Details


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See the list of all ESET Management Agent log files in the Online Help. This article shows error statuses from the status.html file.

See the example of a Status log with no issues:


Solution

Incorrect hostname in the certificate

If the hostname in your peer certificate is different from the hostname of the ESET PROTECT or ESMC Server, or the address to where the Management Agent is connecting, you get the following error:

Figure 1-1
Solution for this case

One way to solve this issue is to create a new peer certificate with an asterisk (*) in the Host field. Export the new certificate and run the repair installation of the Agent (locally) and use the new certificate during installation.

Figure 1-2

ESET PROTECT or ESMC Server cannot be reached

The ESET Management Agent is not able to connect to the ESET PROTECT or ESMC Server, but it was connected before.

Figure 2-1
Solution for this case

Verify:

  • The ESET PROTECT or ESMC  Server is up and running.
  • The ESET PROTECT or ESMC Server is reachable.
  • The network is working correctly.

Revoked Certification Authority

The Certification Authority or the Peer certificate was revoked (deleted). Communication with the ESET PROTECT or ESMC Server cannot be verified.

Solution for this case

Reinstall the ESET Management Agent using a working certificate.


The Management Agent was installed using an incorrect certificate

You have installed the ESET Management Agent using an incorrect certificate. The Agent was unable to connect the ESET PROTECT or ESMC Server.

Solution for this case

Reinstall the ESET Management Agent using a working certificate and correct host address.