Issue

• A client workstation was orphaned or disconnected because it was pointed at an absent or incorrect server

Solution

There are five recommended methods for troubleshooting this issue. Click the method below best suited for your environment to see step-by-step instructions:

• Push ESET Endpoint products version 5.0.2260.x with correct server
• Create a CNAME record within DNS
• Install ERAS and ERAC on another machine with the same IP address
• Email a configuration file
• Perform IP address/server name update on each individual workstation

Method I: Push ESET Endpoint products version 5.0.2260.x with correct server

You can create a push install package with the most current version 5.x build (5.0.2260.x) and push it to client workstations with a policy that specifies the correct ESET Remote Administrator Server.

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, click New Search, and create a new search based on IP address.
   

   

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

3. When you are finished, select the search you just created and click Run.
   

   

   Figure 1-2
   Click the image to view larger in new window

4. Right-click the orphaned client workstation(s) and select Windows Push Installation from the context menu.
   

   

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

5. Select the client workstation, click Set (or Set All if there are multiple client workstations with the same credentials), enter the credentials for this client and then click OK → Next.
   

   

   Figure 1-4

6. Click Open Package Manager.
   

   

   Figure 1-5

7. Click Add.
   

   

   Figure 1-6

8. Either browse your local machine for an .msi installer file, or click Download From the Web. Make sure you have selected an installer file for the most current version 5.x build (5.0.2260.x) of ESET Endpoint Antivirus or ESET Endpoint Security. When you are finished, click Create.
   

   

   Figure 1-7

9. Click Edit.
   

   

   Figure 1-8

10. Expand Windows desktop v5 → Kernel → Settings → Remote administration, select Primary server address, and then type the correct server IP address into the Value field
    

    

    Figure 1-9
    Click the image to view larger in new window

11. Select Interval between connections to server (min.), type 0 into the Value field, and then click Console → Yes to save your changes.
    

    

    Figure 1-10
    Click the image to view larger in new window

12. Click Save As, enter a name for this new package, click Save and then click Close.
    

    

    Figure 1-11
    Click the image to view larger in new window

13. Make sure the correct package is selected and click Next.
    

    

    Figure 1-12

14. Click Finish. If the push installation is successful, the orphaned clients you pushed this package out to should be reconnected to the correct ESET Remote Administrator Server the next time they check in.

Method II: Create a CNAME record within DNS

You can create a CNAME record within DNS Manager that points all traffic going to the old server name to your new server name. For more information on this method, see the Microsoft Knowledge Base article on this topic.

Method III: Install ERAS and ERAC on another machine with the same IP address or hostname

1. Install ESET Remote Administrator Server and Console on another machine that has the same IP Address or hostname as the one the orphaned/disconnected clients are trying to connect to.
    
2. Set up a policy within ESET Remote Administrator on the new machine which redirects the clients to check in to the correct server name. When the clients check in to the incorrect server, they will pull down the default policy and be redirected to check in to the correct server.

Method IV: Email a configuration file

1. On the computer where ESET Remote Administrator is installed, click Start → All Programs → ESET → ESET Remote Administrator Console → ESET Configuration Editor.
    
2. Expand Windows desktop v5 → Kernel → Settings → Remote administration.
    
3. Peform the following configurations:
   • Select Connect to Remote Administrator server and select the check box next to Yes/No.
   • Select Interval between connections to server (min.) and type 0 into the Value field.
   • Select Primary server address, enter the correct IP address or hostname into the Value field
4. Click the diskette icon to save your changes.
   

   

   Figure 4-1
   Click the image to view larger in new window

5. Enter a name for the configuration file and save it to your Desktop.
    
6. Email this configuration (.xml) out to users that have been orphaned/disconnected. Those users should then:
   1. Save the configuration file.
       
   2. Open ESET Endpoint Security or ESET Endpoint Antivirus. How do I open my ESET product?
       
   3. Click Setup → Import and export settings.
      

      

      Figure 4-2
      Click the image to view larger in new window

   4. Select Import settings and click the browse (...) button.
      

      

      Figure 4-3

   5. Navigate to the saved configuration (.xml) file, select it, and then click Open.
      

      

      Figure 4-4

   6. Click OK to save your changes. This workstation should now reconnect to ERAS the next time it attempts to check in.
      

      

      Figure 4-5

Method V:  Perform IP address/server name update on each individual workstation

1. Open ESET Endpoint Security or ESET Endpoint Antivirus. How do I open my ESET product?
    
2. Press the F5 key to open Advanced setup.
    
3. Expand Tools and select Remote Administration.
    
4. Make sure the check box next to Connect to Remote Administrator server is selected and then enter the correct IP address for the ESET Remote Administrator Server into the Server address field. When you are finished, click OK to save your changes.
   

   

   Figure 5-1
   Click the image to view larger in new window

5. Open ESET Remote Administrator Console and verify that the client workstation is listed in the Clients tab.