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

Issue

• ESET PROTECT On-Prem
• ESET PROTECT

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. Open ESET PROTECT in your web browser and log in.

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

3. Click Quick Links → Download Migration Policy....

   

4. Import the migration policy.

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

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