Why can't I see client workstations in the client tab of the ESET Remote Administrator Console? (5.x)

Issue

  • ESET products are installed on client workstations, but clients are not reporting in to ESET Remote Administrator Server (ERAS)
  • Firewall(s) blocking traffic
  • Client workstations unable to resolve the server hostname
  • Misconfiguration of client settings
  • Insufficient number of seats available on the license file
  • Add clients in the ESET Remote Administrator Console (ERAC)

A new version has been released

Version 6 of ESET Remote Administrator (ERA) and ESET business products were released in North America December 11th, 2014, and globally February 25th, 2015. This article applies to version 5.x and earlier ESET business products. For information about what's new in the latest version and how to upgrade, see the following article:

Details

This can happen if the ESET client(s) was never configured to report in to ESET Remote Administrator during initial configuration. If you are unable to see certain client workstations in the Clients tab of the ERAC after successfully pushing out an installation package to client workstations, you may need to configure client workstations to report to the ERAS manually.

Solution

  1. Check the configuration of the client workstation

    Important!

    The steps in this section should be completed on the affected client workstation(s).

    1. Open the main program window by clicking the ESET icon  next to the system clock or by clicking Start → All Programs → ESET → ESET Endpoint Security or ESET Endpoint Antivirus.
       
    2. Press F5 on your keyboard to access the Advanced setup window.
       
    3. Expand Tools and then click Remote administration.

      • Version 4.x/3.x: Expand Miscellaneous and then click Remote Administration.
         
    4. Select the check box next to Connect to Remote Administrator server.
       
    5. Select the Primary Server tab and make sure the Server address and Port fields are completed accurately.

      Important!

      • Make sure that ports 2221-2224 are open on the server on which ESET Remote Administrator (ERA) is installed (the default port is 2222).

        • To check which port ERAS is using, open ERAC and click Tools  Server Options  Other Settings and reference the value listed next to Client.
           
      • Make sure that the server URL is not prefixed with http://
    6. Click OK. The next time the client workstation(s) report to the server, they will display in the Client tab of the ERAC.

      NOTE:

      If your policy is set to enforce an incorrect ERA setting, the settings will revert to what the original policy and will stop checking in again. If your push installation package has an incorrect ERA setting, any subsequent push installations will experience the same issue.

       

      Figure 1-1
      Click the image to view larger in new window

  2. Delete the password that client workstation is attempting to check in with

    Important!

    Only complete this step if your ERAS is configured to allow unauthenticated access.

    1. Verify that your ERAS is configured to allow unauthenticated access (click Tools Server options Security and verify that the check box next to Enable unauthenticated access for Clients (ESET Security Products) is selected.

      Figure 1-2

    2. If this option is enabled, go to the affected client workstation and open the main program window of the ESET product installed on that machine.
       
    3. Press the F5 key on your keyboard to access the Advanced setup window.
       
    4. Expand Tools and click Remote administration.
       
    5. Delete the contents of the Password field, deselect the check box next to Remote administration server requires authentication and then click OK when you are finished.

      Figure 1-3
      Click the image to view larger in new window

       
  3. Verify that you can ping the ERAS from the client workstation

    1. On the ERAS, verify the hostname and IP address for that machine using ipconfig and nslookup: 

      • Click Start, type cmd and press Enter. Type in the following command to verify the hostname of the server and its IP address(es):

        ipconfig /all

      • In the Command Prompt window, enter the following command to display the hostname and the IP address. Verify that these items match results of the ipconfig /all command run in the previous step:

        nslookup
         
    2. From the affected client workstation, ping the ERAS by hostname. If the hostname cannot be resolved, ping the IP address (see Figure 1-4).

      Figure 1-4

    3. If the hostname cannot be resolved and you must use the IP address to contact the server, adjust your client configuration to use the IP address to contact the server.
       
  4. Verify that the client is connected to the domain

  5. Verify that the Windows Firewall is disabled on both the server and client workstation for domain connections
     
  6. Verify that your license manager in ERA has available licenses for this client

    1. Open ERAC by clicking Start All Programs ESET ESET Remote Administrator Console ESET Remote Administrator Console.
       
    2. Click Tools License Manager.
       
    3. Verify that you have a seat available for the affected client workstation by referencing the numbers listed next to Number of clients.

      Figure 1-5

  7. Verify connections using the Windows Telnet Client

    NOTE: Windows Telnet Client

    By default, the Windows Telnet Client is disabled on computers running Microsoft Windows Vista and later or Microsoft Windows Server 2008 and later. It can be enabled on a machine by clicking Start Control Panel Programs and Features Turn Windows features on or off. In the Server Manager window (or Windows Features, depending on the operating system), click Features Add Features, select the check box next to Telnet Client and click Install (or OK, depending on the operating system).

    1. On the affected client, click Start, enter cmd and press Enter.
       
    2. Attempt to TELNET the server on port 2222 using the following command (If you have altered the client reporting port number for ERA, use that port number instead):

      TELNET hostname/IP address 2222

    Figure 1-6
    Click the image to view larger in new window

      • A successful connection will blank out the Command Prompt window and leave only a blinking cursor.

    Figure 1-7

      • A failed connection will display a "Connection failed", "Connection refused", or "Host failed to respond" error message.

    Figure 1-8

    1. If you cannot ping ERAS from the client workstation, make sure the ports used by ERA are opened on all firewalls between the client and ERAS. For a list of ports that are used by ERA, see the following Knowledgebase article: