[KB8563] Resolve the "Device is using a failover connection" alert in ESET PROTECT and ESET PROTECT On-Prem

Issue

Solution

ESET PROTECT On-Prem

When connecting to the hostname using the existing policy fails, the agent will connect to the previous working hostname. ESET PROTECT On-prem will report a "Device is using a failover connection" alert to advise users to fix the connection issue.

To update the connection, create a new policy with the correct Server IP/hostname in the Servers to connect to field and assign it to the affected agents. 


ESET PROTECT

After migrating from ESET PROTECT On-Prem to ESET PROTECT, the "Device is using a failover connection" alert appears when Agent policies are migrated to ESET PROTECT. Agent policies in ESET PROTECT On-Prem contain the Servers to connect to setting, which is not available in ESET PROTECT. Using the migrated policy, the Agent tries to connect to the original ESET PROTECT On-Prem server, which is no longer available, triggering the alert.

  1. Unassign all ESET Management Agent policies that were migrated from ESET PROTECT On-Prem.

  2. Click Quick LinksDownload Migration Policy....

    Figure 1-1
  3. Import the migration policy.

  4. Assign the imported migration policy to computers with the "Device is using a failover connection" alert.

  5. We recommend creating and assigning new policies in ESET PROTECT and deleting migrated Agent policies from ESET PROTECT On-Prem.