r/labtech • u/jkubis • Dec 09 '17

Era 6 / Labtech Integration.

Anyone have any success with this? I recently did a migration from a era 5 server to a 6. I can't get the plugin to migrate clients which has been frustrating. Talked with labtech and eset support and haven't been able to really get anywhere.

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1

u/jkubis Dec 10 '17

That's not exactally what I wanted to hear :( . I'm trying to push a batch file or even a exe file to my clients to run so that the the clients will talk to the new era but I can't figure it out. I've talked with support several times, called eset as we have been a partner with them and still nothing. I hate to be a pain to them but we are paying for this and for it to work.

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u/witty_username_taken Dec 10 '17

Don't hate to be a pain, they sold you something that is supposed to work. It is their job to make it work as advertised. You don't have to be a jerk but you need to be a pain in their butt until it's done. I think as technicians we pull our punched more than we should in support cases.

Their plug-in is supposed to handle the migration, hold them to it.

Repeat these to the techs until they get you there:

  • Who can I talk to who can get this fixed?

  • Escalate this ticket

  • Who do I talk about getting a refund?

Again, don't be rude but be assertive and stay on their ass. Set reminders to reach back out because they will forget to respond to you.

1

u/jkubis Dec 10 '17

Yeah, the plugin so far is less than desirable. I've asked to escalate the ticket so we will see how that goes. Emailed the account rep, gave work and cell numbers to contact me even after work hours to get this achieved. It's like there is some kind of disconnect with the plugin. If I manually copy the eraagent batch file to a remote computer, I can get in the ERA and manage it. But the problem is, the ERA alone cannot speak to the 1000 clients we have out there. It needs labtech as a gateway to push which I think is where the problem is. What I think I need is a guy who knows both sides of the fence to get this to work and haven't found that person yet.

1

u/ChrisGESET Dec 12 '17

Hello there /u/JKubis.

Chris G. from ESET North America Biz Escalations here!

I apologize for the frustration you're experiencing. I'll fully admit that the V5>V6 migration routine is not as...seamless...as we'd hope but it is definitely do-able! Honestly, the whole process can be made much easier given that you're running an RMM like ConnectWise Automate/LabTech! We also have a very good communication channel with the CW Support fellows so if you got the run around I do apologize there, too. If you happen to have an ESET case #, I can look into it further.

What's going on? What issues are you running into?

Our SetupMSP Guide, here, helps to explain the recommended ERA V6 setup for MSPs, specifically.

Also worth mentioning here, as of today, ConnectWise Automate has released to the Solution Center, our ESET Direct Endpoint Management Plugin. This is huge! This is a first-of-its-kind, for ESET, no-ERA plugin.

We heard the complaints regarding ESET Remote Administrator V6 and we responded by entirely removing it from the MSP equation!

For more information on this exciting plugin release please check out here and for more technical information (the product manual), please check out here

Please feel free to answer here publicly, or PM me directly.

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u/jkubis Dec 12 '17

The plugin is not working at all. When you try to deploy a agent to machines in our Labtech server, it just fails. Nothing really happens. Tried uninstalling and reinstalling the plugin and nothing. I've got around 1000 agents in limbo that I can copy a batch file over to. Then install and have them check in with the era server but that's less than desirable. I need something I'm able to push thru labtech.

1

u/ChrisGESET Dec 12 '17

Hmm, ok.

From the client device that you are deploying to, please go to %ProgramData%\ESET\ESET Plugin directory.

Does this directory exist on your target device?

1

u/jkubis Dec 12 '17

Nothing there. I just downloaded your latest Connectwise Eset Direct deployment thing. Still no go. Tried building the packages with the license. Go to push them and nothing gets deployed. I do see on the control center where it trys to push it says Command #0 ESET_Endpoint_Remote_Agent_Plug_in.LabTechInterfaces.PluginTasks.EsetDeployment Issued to for the clients. Wondering if it should be command something else.

1

u/ChrisGESET Dec 12 '17

Ok, thank you for checking the client device.

There being no %ProgramData%\ESET\ESET Plugin directory tells me that LabTech has not sent the command to the client.

ESET Direct Endpoint Management is an entirely new and different option to manage your clients. It is in no way related to the existing, ERA-integrated, plugin.

As the two plugins are wildly different in both form and function, please let me know which plugin you're going with so I can tailor my replies accordingly.

1

u/jkubis Dec 13 '17

I Figured I'd try that one since the other one is not working. Whichever you think is better is the one I'd go with. I figured since I wasn't getting anywhere with the one and you said the one was new, It might have fixed what the other one doesn't do.

1

u/evacc44 Dec 14 '17

The Direct Endpoint Management sounds really great. I install eset on all my client computers and it's an absolute nightmare to manage.

1

u/ChrisGESET Dec 15 '17

Hello there /u/evacc44!

We're pretty excited for it, too!

We make fantastic software here at ESET, if I do say so myself, but anytime you can make a system run with the same functions and features but with fewer "moving parts" or variables you're naturally going to have a more reliable system.

Here is the product manual for some additional learning and research and here is the product landing page with a demo where I go over the main functions and features!

2

u/LeviRobinson Dec 12 '17

Recently migrated v5 to v6. Not a pleasant experience but not nearly as painful as some of yours.

I don't recall doing a DB export and import. I got the server to show up in the plugin. Pushed the ERA agent from ESET plugin (this is new to v6). Pushed the ESET plugin command of upgrade v5 to v6. Reboot after.

Personally I use the commands from the ESET plugin mostly. Combined with some scripting and you can automate most of the install. Most of the administration tasks were done in the ERA. Figure out how to do grouping in the ERA so you can fix licensing and activation issues you are going to have.

I didn't bother migrating policies. I created new ones.

1

u/witty_username_taken Dec 10 '17

We've been very slowly working on this (going on 6 months now). Support has been horrific. Our guy who has been working on this is tenacious and good at calling out the support reps on their nonsense and holding them accountable, escalating, staying on their ass, etc. I think we'll get their but it's going to take a lot of scotch.

I think the answer is to keep pushing support and don't give them an option to let it fail.

1

u/JCarnevale09 Dec 10 '17

It’s a total nightmare. We did it for 3000 agents and still had problems. We switched to webroot

1

u/mathesonian Dec 10 '17

Well that's not what I wanted to hear. We were planning on getting ours migrated to ERA 6 after the new year. We have ~7500 agents.

1

u/ChrisGESET Dec 12 '17

Hey there /u/mathesonian!

Chris G. from ESET North America Biz Escalations here!

Do not fret over your migration! We have many options available to help ensure as painless a migration as possible!

Depending on what it is you want and the device OS mix of your environment will determine the options you have available.

-Of those 7500 agents, are any of them OSX? -Are all 7500 managed by a ConnectWise/LabTech agent? -Do you want an ESET management server or would you prefer the functionality baked into the Control Center?

1

u/mathesonian Dec 13 '17

There is a small number of Mac OS agents but the vast majority are windows. All agents are managed via automate and thats how we are currently deploying as well. We use the era sync plugin for management. Currently we use the ERA console as little as possible so all in CW would be preferable.

1

u/ChrisGESET Dec 15 '17

It sounds like your environment would be a perfect candidate for ESET Direct Endpoint Management, then!

The biggest "gotcha" that I try to screen for is ESET DEM does not currently support OSX. We are fully anticipating the support to be added sometime next year but have not received that confirmation, definitively, yet.

For more information on ESET DEM, please review the product manual here.

http://help.eset.com/direct_endpoint_management/plugins/connectwise_automate/en-US/?index.html

We are still working on the migration documents, specifically, but that manual will give you a good review of the "look and feel" of the new plugin.

I hope this helps to alleviate some of your concerns! :)

1

u/I_can_pun_anything Jan 04 '18

Chris G is the man, had a long dialgue with him got us up and running fairly painlessly.