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Run a push install diagnostic in ESET Remote Administrator and submit it to ESET technical support (5.x)

Issue

End of support for version 5.2 and 5.3 of ESET Remote Administrator

This article applies to version 5.x of Remote Administrator. ESET Remote Administrator version 5.3 is currently in limited support status and will soon be in Basic support status.

ESET Remote Administrator version 5.2 is currently in Basic support status and will soon reach End of Life status. End of life status for both of these versions is expected to occur in December 2019. After this date, the products will no longer receive detection updates to protect against malware.

  • ESET technical support has requested a push install diagnostic log

Solution

  1. Open the ESET Remote Administrator Console (ERAC) by clicking Start All Programs ESET ESET Remote Administrator Console ESET Remote Administrator Console.
  2. Click the Remote Install tab on the bottom right.
  3. Select the client workstation(s) you want to push an installation package to, right-click and then select Diagnostics of Windows Push Installation.

Figure 1-1
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  1. In the Computers Logon Settings window, select any client workstations that require a password to communicate with ESET Remote Administrator Server (ERAS) and then click Set. Type the username and password used to connect to ERAS (not your ESET-issued Username and Password, but user-created login credentials) into their respective fields, select the radio button for Domain or Workgroup, type the domain name into the appropriate field if necessary and click OK.

Figure 1-2

  1. Give your diagnostic task a name and select whether to apply the task immediately or at a predefined time (we recommend that you apply the task immediately unless it will conflict with business operations). Click Finish. The diagnostic should only take a few minutes to run but may take longer if applied to a high number of client workstations.

Figure 1-3

  1. Click the Remote Install tab at the bottom right of ESET Remote Administrator Console and then click the Install Tasks pane. Your diagnostic task will be displayed in the Task Name column.

Figure 1-4
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  1. Double-click the task, click the Details tab and click View All Logs.

Figure 1-5

  1. Click Copy to Clipboard. Open a blank file in Notepad, right-click and select Paste from the context menu. Save the file to your Desktop.

Figure 1-6

  1. Attach this file in an email reply to ESET technical support. If you do not already have a case open, submit a support request to open a case with ESET technical support.

NOTE: Log files cannot be attached to your support request

If you have generated your log file before receiving an email from ESET technical support, specify that you need to submit a log in your support request. Once ESET technical support responds to your request, you will be asked to reply with your log attached.

 



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