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Why can't ESET Remote Administrator Console connect to ESET Remote Administrator Server? (5.x)

Issue

  • "Connection Failed"
     
  • "Invalid Username/Password"

Solution

If you receive either of the errors shown above, or ESET Remote Administrator Console (ERAC) is unable to connect to ESET Remote Administrator Server (ERAS), complete the steps below in the order shown. We recommend that you test your connection after you successfully complete each numbered part.

I. Make sure that you are using the correct login credentials
  1. Make sure that you are using the correct username. Administrator is the default username.
     
  2. Make sure that Caps Lock is off.
     
  3. If you continue to receive the error "Incorrect Username/Password," reset your ERAC password.
     
II. Make sure that ERAC is configured to connect to the correct server address
  1. Make sure that ERAS is installed.

    1. On your server, press the Windows key  + R, type appwiz.cpl into the blank field and then click OK.
       
    2. Make sure that ESET Remote Administrator Server appears in the list of installed applications.

       
  2. Find the address of your ERAS.

    1. On a client computer with an ESET endpoint product installed, open your ESET product and press F5 to access Advanced setup.
       
    2. Expand Tools Remote administration.

      ESET Smart Security Business Edition or ESET NOD32 Antivirus Business Edition users: Expand Miscellaneous Remote Administration.
       
    3. The address shown in the Server address field is the address that ERAC should be configured to connect to.

Figure 2-1
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  1. Check your connection settings in ERAC and compare them to the values from your client computer.

    1. Open the ESET Remote Administrator Console (ERAC) by clicking Start All Programs ESET ESET Remote Administrator ConsoleESET Remote Administrator Console.
       
    2. Double-click the connection status indicator at the bottom right to open the Console Options window. 

Figure 2-2
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    1. Make sure that the correct connection is selected from the Select connection drop-down menu. The address and the port used to connect should both be displayed. If ERAC and your ERAS are installed on the same system, the server name may be localhost.

Figure 2-3
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III. Make sure that ERAS is listening on the correct ports
  1. Press the Windows key  + R, type CMD into the blank field and then click OK.
     
  2. Type the following command into the command prompt and press Enter:

    netstat -ano | more
     
  3. If you are using default settings, this command should produce a response similar to the example shown below:  

    Proto Local Address Foreign Address State         PID
    TCP   0.0.0.0:2223  0.0.0.0:0       Listening     888

  4. Open Task Manager and make sure that ERAS is using port 2223.

    1. Press CTRL + ALT + Delete and click Task Manager.
       
    2. Click the Processes tab.
       
    3. If you do not see a PID column, click View  Select Columns and select the check box next to PID.

Figure 3-1
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    1. Click the PID column header to sort processes by their PID.
       
    2. Locate the process era.exe and make sure that the PID shown here matches the PID that you identified in step 3.

Figure 3-2
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    1. If the ERAS service (era.exe) is not listening for network connections, make sure that the service is running. To do so, follow the steps in section 4 below.
       
IV. Make sure the ERAS service is started
  1. Make sure that the ERAS service is running on your server

    1. Press the Windows key  + R, type Services.msc into the blank field and then click OK.
       
    2. Locate the ESET Remote Administrator Server entry in the Name column.
       
    3. Make sure that Started is displayed in the Status column. If it is not started, select the service and click Start.

Figure 4-1
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    1. If the service will not start because of the error "Errror: The ESET Remote Administrator Server service on Local Computer started and then stopped. Some services stop automatically if they are not in use by other services or programs," click here for step-by-step instructions to resolve this error.
       
    2. If you continue to receive the error "Incorrect Username/Password," reset your ERAC password.
       
V. Make sure the computer where ERAC is installed can communicate with ERAS
  1. Verify the hostname and IP address of the computer where ERAS is installed.

    1. Press the Windows key  + R, type CMD into the blank field and then click OK.
       
    2. Type the following command into the command prompt dialog and press Enter:

      IPCONFIG /ALL

      The hostname and IP address of your server will be displayed.
    1. Type the following command into the command prompt dialog and press Enter:

      NSLOOKUP
       
    2. Verify that the results of the NSLOOKUP command match those of the IPCONFIG command.

Figure 5-1
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  1. Make sure the computer where ERAC is installed can connect to the ERAS over your network.

    1. Press the Windows key  + R, type CMD into the blank field and then click OK.
       
    2. Type the following command into the command prompt dialog and press Enter:

      PING %servername%

      Where %servername% is replaced by the servername for the computer where ERAS is installed. A successful ping will result in multiple replies from the server and 0% loss of data.

Figure 5-2
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    1. If the servername cannot be resolved, repeat the ping command using the server's IP address.
  1. Use Telnet Client to verify that the proper ports are open.

If Telnet is not installed

You can install Telnet from an administrative command prompt using the following command:

  • pkgmgr /iu:"TelnetClient"
    1. Press the Windows key  + R, type CMD into the blank field and then click OK.
       
    2. Type the following command into the command prompt dialog and press Enter:

      TELNET %hostname% 2223
      or
      %IP address% 2223


      Where %hostname% and %IP address% represent these values for the computer where ERAS is installed and 2223 is the port used by default (change this value if your system uses a different port). 
    1. If the TELNET command is not successful, verify that all required ports are open.
       
  1. Connect to your ERAS using its IP address rather than its servername.

    1. Open the ESET Remote Administrator Console (ERAC) by clicking Start All Programs ESET ESET Remote Administrator ConsoleESET Remote Administrator Console.
       
    2. Double-click the connection status indicator at the bottom right to open the Console Options window.

    Figure 5-6
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    1. Click Add/Remove.

    Figure 5-7
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    1. Type the correct server address into the Server field, leave the port set to 2223 if you are using default port settings and then click Add/Save.
       
    2. Click OK.

    Figure 5-8

    1. Make sure that the new connection has been added to the list of available connections in the Select connection drop-down menu.
       
    2. Click Connect.

    Figure 5-9

VI. Make sure that your ERAS has a valid license installed
  1. If you are receiving notifications that your ERAS license is exired, click here for step-by-step instructions to upload a new license.
     
  2. If the task does not finish correctly, click here for instructions to remove all previous license files and re-upload your new license file.
     
  3. After uploading your license file, restart the ERAS service.
     
  4. For additional help with licensing issues, see our Licensing FAQ.
     

VII. Verify that at least 5% of the hard drive space on your system drive is free.

VIII. Restart the computer where ERAS is installed.

If you are still unable to resolve your issue, please email ESET Technical Support.

 



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