Issue
- You have successfully installed the ESET Management Agent, but it has trouble connecting to the ESET PROTECT On-Prem Server
- Incorrect hostname in the certificate
- The ESET PROTECT On-Prem Server cannot be reached
- Revoked Certification Authority
- The ESET Management Agent was installed using an incorrect certificate
Details
Click to expand
Learn more about troubleshooting ESET Management Agent connection in the Online Help article. You can find the status.html file here:
C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs
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 On-Prem, or the address to which the ESET Management Agent is connecting, you get the following error:
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.
The ESET PROTECT On-Prem Server cannot be reached
The ESET Management Agent is not able to connect to the ESET PROTECT On-Prem Server, but it was connected before.
Solution for this case
Verify:
- The ESET PROTECT On-Prem Server is up and running
- The ESET PROTECT On-Prem 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The Certification Authority or the Peer certificate was revoked (deleted).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 On-Prem Server cannot be verified.
Solution for this case
Reinstall the ESET Management Agent using a working certificate.
The ESET 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 to the ESET PROTECT On-Prem Server.
Solution for this case
Reinstall the ESET Management Agent using a working certificate and the correct host address.
