ESET DEM Plug-ins DEM Owner's manual

ESET Direct Endpoint Management

plugin for ConnectWise Automate

User guide

Click here to display the online version of this document

ESET Direct Endpoint Management plugin for ConnectWise Automate was developed by ESET, spol. s r.o.

For more information visit https://www.eset.com.

in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise without

permission in writing from the author.

ESET, spol. s r.o. reserves the right to change any of the described application software without prior notice.

Technical Support: https://support.eset.com

REV. 3/18/2023

1 Introduction 1 .......................................................................................................................................

2 Installation prerequisites 1 ...................................................................................................................

2.1 Comparison of available solutions 2 ................................................................................................

3 Migration scenarios 3 ...........................................................................................................................

3.1 Migrate ERA 5 plugin to Direct Endpoint Management 4 ....................................................................

3.2 Migrate ERA 6 plugin to Direct Endpoint Management 7 ....................................................................

3.3 Migrate ESCM 7.2 plugin to Direct Endpoint Management 10 .............................................................

4 Integrating and Using the plugin 13 .....................................................................................................

4.1 Installing the plugin 13 ..................................................................................................................

4.1 ConnectWise Automate 11 Users 13 ....................................................................................................

4.1 ConnectWise Automate 12 Users 16 ....................................................................................................

4.2 Adding a license 19 .......................................................................................................................

4.2 Add an ESET endpoint license 19 ........................................................................................................

4.2 Add an encryption license 22 ............................................................................................................

4.2 Edit stored ESET licenses 24 .............................................................................................................

4.3 Create a deployment package 25 ....................................................................................................

4.3 Create an ESET endpoint deployment package 25 .....................................................................................

4.3 Create an encryption deployment package 29 .........................................................................................

4.3 Reset the encryption password 30 ......................................................................................................

4.3 Decrypt a standalone system that is unable to start 32 ................................................................................

4.3 Blacklist computers, groups, clients and locations from automatic deployment 32 ..................................................

4.4 Managing endpoints 33 .................................................................................................................

4.4 Dashboard overview 34 ..................................................................................................................

4.4 Filter data 35 .............................................................................................................................

4.4 Encryption ﬁlters and tasks 38 ..........................................................................................................

4.4 Managing tasks 40 .......................................................................................................................

4.4 Initiate an On-Demand Scan 40 .........................................................................................................

4.4 Update modules 41 ......................................................................................................................

4.4 Activate product 42 ......................................................................................................................

4.4 View client details 44 ....................................................................................................................

4.4 Archive client threats 45 .................................................................................................................

4.4 Managing policies 46 .....................................................................................................................

4.4 Policy FAQ 46 .............................................................................................................................

4.4 Create a policy 47 ........................................................................................................................

4.4 Assign a policy 49 ........................................................................................................................

4.4 Export an existing policy 50 .............................................................................................................

4.4 Export policies using CMD 51 ............................................................................................................

4.4 Import an existing policy 52 .............................................................................................................

4.4 Create a policy to disable license alerts 55 .............................................................................................

4.4 Import policies using Migration Assistant 56 ............................................................................................

4.4 Viewing reports 58 .......................................................................................................................

4.4 ConnectWise Automate Report Center reports 58 ......................................................................................

4.4 Direct Endpoint Management plugin reports 59 ........................................................................................

4.4 Manage user permissions 60 ............................................................................................................

4.4 Sync encryption licenses 62 .............................................................................................................

4.4 Change to a bundle license 64 ..........................................................................................................

4.4 Gather Mac Plugin data 64 ...............................................................................................................

4.4 Create a ConnectWise Automate script 66 ..............................................................................................

4.4 Upgrade ESET products to the latest version 66 ........................................................................................

5 MSP and Licensing 70 ..........................................................................................................................

6 Tickets and Billing 71 ...........................................................................................................................

7 Support and Troubleshooting 72 ..........................................................................................................

7.1 Database 72 .................................................................................................................................

7.2 Log ﬁle locations 73 ......................................................................................................................

7.3 Export to common formats 73 ........................................................................................................

7.4 Plugin Feedback 74 .......................................................................................................................

7.4 Known Issues 75 ..........................................................................................................................

7.5 Changelog 75 ...............................................................................................................................

1

Introduction

Thank you for using the ESET Direct Endpoint Management plugin for ConnectWise Automate.

The ESET Direct Endpoint Management plugin for ConnectWise Automate is developed by ESET in cooperation

with ConnectWise to deploy, manage and report on ESET endpoint and ESET Endpoint Encryption (EEE) products

within your ConnectWise Automate Console.

• See the ESET Direct Endpoint Management plugin for ConnectWise Automate for more information.

ConnectWise Automate MSPs

See the section MSP and Licensing and the Database topic for reporting information.

ESET Partner feedback for the plugin is greatly appreciated. Please use the feedback form available from the

plugin to submit your feedback directly to the ESET development team.

Installation prerequisites

Before you install the RMM solution, see the comparison of available platforms.

ConnectWise Automate RMM

ConnectWise Automate Server 11 or later (on-premises or cloud-based version)

ConnectWise Automate Server

For optimal operation of the ESET Direct Endpoint Management plugin for ConnectWise Automate, the

ConnectWise Automate server should meet the minimum hardware and software requirements for your version

of ConnectWise Automate. Also, on the ConnectWise Server and the remote device launching Control Center,

install Visual C++ Redistributable for Visual Studio 2015 (both x86 and x64).

Products Supported

ESET Direct Endpoint Management plugin for ConnectWise Automate deploys the latest supported versions.

ESET Direct Endpoint Management plugin for ConnectWise Automate is compatible with the following ESET

products:

ESET security product Product version

ESET Endpoint Antivirus for Windows 7.x, 8.x, 9.x, 10.x

ESET Endpoint Antivirus for Linux 7.x, 8.x, 9.x

ESET Endpoint Security for Windows 7.x, 8.x, 9.x, 10.x

ESET Endpoint Security for macOS 6.11

ESET Endpoint Encryption Client 5.x

ESET Server Security for Windows 7.x, 8.x, 9.x

ESET Server Security for Linux 8.x, 9.x

2

ESET security product Product version

ESET Mail Security for Microsoft Exchange Server 7.x, 8.x, 9.x

Earlier versions of ESET security products Product version

ESET Endpoint Antivirus for Windows 6.6

ESET Endpoint Security for Windows 6.6

ESET Endpoint Encryption Client 4.x

ESET File Security for Microsoft Windows Server 6.5

ESET Mail Security for Microsoft Exchange Server 6.5

ESET Endpoint Encryption users

• The ESET Direct Endpoint Management plugin for ConnectWise Automate is not compatible with

computers managed by ESET Endpoint Encryption (EEE) Server.

• ESET Endpoint Encryption (EEE) is not supported on macOS.

Comparison of available solutions

Reasons why to use an ESET PROTECT with ESET Direct Endpoint

Management plugin for ConnectWise Automate

• Manage computers that do not support the latest version of ESET endpoint products

• Manage Linux computers

• Manage mobile devices

• Manage licenses for and use ESET Full Disk Encryption (EFDE) and ESET LiveGuard Advanced (ELGA)

• Some additional features are only available for client machines managed by ESET PROTECT, such as

granular reporting and custom dynamic group configurations with associated tasks and policies

Comparison of ESET management consoles

Feature ESET

PROTECT

ESET DEM plugin for

ConnectWise Automate

ERA plugin for

ConnectWise Automate

Graphical Dashboard with updated

computer statuses ✔ ✔ ✔

Create and configure Dynamic Groups ✔Handled by RMM Handled by RMM

Create and configure Notifications

✔

Via policy using

notification from

Endpoint

Via policy using

notification from

Endpoint

ESET LiveGuard Advanced screen presence ✔X X

MDM (management of mobile devices) ✔X X

MSP automation with EMA 2 ✔X X

3

Tasks ESET PROTECT ESET DEM plugin for

ConnectWise Automate

ERA plugin for ConnectWise

Automate

Task On-Demand Scan ✔ ✔ ✔

Task Update Modules ✔ ✔ ✔

Task Modules Rollback ✔X X

Task Export Configuration ✔X X

Task Product Activation ✔ ✔ ✔

Product Deactivation ✔Via Uninstall Via Uninstall

Task Quarantine Management ✔X X

Task Run SysInspector Script ✔X X

Task Software Install (Deploy ESET) ✔ ✔ ✔

Task SysInspector Log Request ✔X X

Task Upload Quarantined Object ✔X X

Policy / Configuration ✔ ✔ ✔

Remote Session Yes, via RDP Yes, via RMM Yes, via RMM

Viewing Logs ESET PROTECT ESET DEM plugin for ConnectWise

Automate

ERA plugin for ConnectWise

Automate

Threat Log ✔ ✔ ✔

Scan Log ✔ ✔ ✔

Reporting ESET PROTECT ESET DEM plugin for

ConnectWise Automate

ERA plugin for ConnectWise

Automate

Scheduled Reporting of

Security Product Status ✔

Limited reporting capability

exists but requires additional

implementation using CWA

Limited reporting capability

exists but requires additional

implementation using CWA

Unscheduled Reporting of

Security Product Status ✔Yes, logs can be exported from

the plugin

Yes, logs can be exported

from the plugin

User Rights Management/

Partitioning ✔ ✔ ✔

Plugin Supported OS N/A Windows, Mac Windows, Mac, Linux

RMM Agent Supported OS

**(RMM Agent supports OS

but does not allow for

integration)

Windows, Mac,

Linux, Mobile Windows, Mac, Linux Windows, **Mac, **Linux

Deployment of encryption

product

Yes, ESET Full

Disk Encryption

Yes, ESET Endpoint Encryption

(Limited Functionality) X

Migration scenarios

Users of ESET remote management solutions can migrate their environment to Direct Endpoint Management

plugin. See the following chapters for the available scenarios.

• Migrate from version 5 ERA plugin to Direct Endpoint Management

• Migrate from version 6 ERA plugin to Direct Endpoint Management

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• Migrate from version 7.2 ESMC plugin to Direct Endpoint Management

Migrate ERA 5 plugin to Direct Endpoint Management

To migrate from the ESET Remote Administrator (ERA) 5 plugin for ConnectWise to the ESET Direct Endpoint

Management plugin for ConnectWise Automate:

Prepare server for uninstalling ESET File Security 4.5

1. In Control Center, install the ESET Direct Endpoint Management plugin for ConnectWise Automate.

• Automate 11 Users

• Automate 12 Users

2. In ESET Remote Administrator (ERA) 5, create a policy.

a.Click Policy Editor > Add New Policy.

b.In the Policy name field, type a policy name.

c.In the Parent policy list, select BaseUp.

d.In the Policy configuration section, select Create empty policy configuration.

e.Click OK.

3. Double-click the policy from step 2.

4. Expand Windows Server v4.5, locate the Enable Self-defense file, disable Self-defense and then click

Console.

For Self-Defense to be fully disabled, reboot each server after the server obtains the policy to disable

self-defense.

5. At this time, we recommend you schedule a maintenance window.

6. Select all applicable servers ready for migration, right-click and select Set Policy.

7. Select the appropriate server migration policy and then click Set Policy. The Requested Policy Name column

will update to reflect your changes. Policy changes and changes to Self-defense will reflect the next time

servers check into the system.

8. Reboot the Server machine to disable self-defense before uninstalling.

Create an uninstall task using ESET Remote Administrator (ERA) 5 plugin

for ConnectWise

9. In ESET Remote Administrator (ERA) 5 plugin for ConnectWise, uninstall ESET File Security.

a.Click Deployment > New Task.

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b.In the Task Name field, type a task name, select Remove ESET Software and then click Continue.

c.If you have an Advanced Settings password on your severs, type it in the Endpoint Password field and

then click Continue.

d.Select the applicable LabTech Group to Target and OS to Target Filter and then click Continue.

e.Click Save Task.

f.After uninstall is complete, reboot servers.

The ESET Remote Administrator (ERA) 5 plugin for ConnectWise is no longer needed.

Step 10. is optional. You can use one deployment package for servers and desktops. One deployment

package can cover multiple OS versions and automatically deploy the supported product.

Create a Deployment package in ESET Direct Endpoint Management

plugin for ConnectWise Automate (Clean install)

10. In ESET Direct Endpoint Management plugin for ConnectWise Automate, create an installation

deployment package for ESET File Security.

a.Click Deployment Packages > Create & Edit and then click Create Package.

b.In the Package Name field, type a descriptive name. In the Product, Language and License drop-down

menus, select the appropriate values.

c.Expand Advanced Options. In the V5 Upgrade Handling drop-down menu, select Do Nothing (Default).

d.In the V6 eRMM drop-down menu, select Warn Only (Default).

e.An Access Setup Password is required for every deployment package. Click Set.

Set a password. There is no default password to be used if you type no password.

f.In the Password and Confirm Password fields, type a secure password and click OK.

g.Click Save.

How can I deploy the ESET Management Agent using the deployment package?

Create a Deployment package in ESET Direct Endpoint Management

plugin for ConnectWise Automate (Upgrade from an earlier

version/resolve missing eRMM settings)

11. In ESET Direct Endpoint Management plugin for ConnectWise Automate, create an installation

deployment package for your ESET endpoint product.

a.Click Deployment Packages > Create & Edit and then click Create Package.

6

b.In the Package Name field, type a descriptive name. In the Product, Language and License drop-down

menus, select the appropriate values.

c.Expand Advanced Options. In the V5 Upgrade Handling drop-down menu, select In-Place Upgrade.

d.In the V6 eRMM drop-down menu, select Uninstall, Reinstall.

e.An Access Setup Password is required for every deployment package. Click Set.

Set a password. There is no default password to be used if you type no password.

f.In the Password and Confirm Password fields, type a secure password and click OK.

g.Click Save.

How can I deploy the ESET Management Agent using the deployment package?

Create a Deployment task in ESET Direct Endpoint Management plugin for

ConnectWise Automate (Servers)

12. Use ESET Direct Endpoint Management plugin for ConnectWise Automate to reinstall ESET File Security

version 7.

Do not install ESET File Security version 7 over ESET File Security version 4.5 for any reason.

a.Click Overview > Computers, select the computer(s) that require a ESET File Security installation then

click Deploy ESET.

b.In the drop-down, select the installation deployment package you created in step 10 and then click OK.

Create a Deployment task in ESET Direct Endpoint Management plugin for

ConnectWise Automate (workstations)

13. Use ESET Direct Endpoint Management plugin for ConnectWise Automate to setup an automatic

deployment for your ESET endpoint products.

c.Click Deployment Packages > Create & Edit.

d.Select the endpoint product deployment package you created in step 11 and then click Setup Automatic

Deployment.

e.Expand the Groups and Clients & Locations trees, select the applicable groups, clients and/or locations

and then click Save. Automatic deployment is successfully setup. Deployment will automatically begin

when a device joins the target client, group, or location.

f.After uninstall is complete, reboot workstations.

If you upgrade from a previous version to version 7 of ESET endpoint products, a post-installation reboot

is necessary.

14. Due to the significant change in software architecture to facilitate a non-ERA setup, the options below are

7

the only options currently available for handling policy migration.

• ESET File Security: During the process above, you installed a clean version of ESET File Security. No policy

migration options are available. Create a policy.

• ESET endpoint products: Update all workstations to the appropriate ESET endpoint product version 7

software. After the update is complete, export all existing policies (locally or from Automate) and then import

the policies into the plugin.

Migration is complete.

Migrate ERA 6 plugin to Direct Endpoint Management

1. Make sure that you have the ConnectWise Automate agent installed on all the machines you will be

managing.

2. Follow the instructions in the Installing the plugin topic.

3. Follow the instructions in the Add an ESET endpoint license topic to add your licenses into ESET Direct

Endpoint Management plugin for ConnectWise Automate.

4. Create Deployment packages for deploying ESET products to new endpoint machines.

5. Unassign all other policies from the endpoint machines. Create a new policy to configure ESET RMM settings

on all endpoints using ESET Remote Administrator (ERA) so they can be managed in ESET Direct Endpoint

Management plugin for ConnectWise Automate.

6. Visit our Knowledgebase article for instructions to create a new policy and use the policy settings as

described below.

7. Expand Settings and select ESET Endpoint for Windows.

8. Expand Tools.

9. Expand ESET RMM and click Edit next to Application paths.

8

10. In the Allowed RMM application paths window, click Add. Select the file path for the plugin and click OK >

Save.

11. ESET File Security for Windows version 6.5 and 6.6 users must create a policy to configure eShell and

eRMM settings on all server endpoint machines in ERA so they can be managed in the ESET Direct Endpoint

Management plugin for ConnectWise Automate.

12. Expand Settings, select ESET File Security for Windows Server (V6+) from the drop-down menu and click

User Interface.

13. Expand ESET Shell, select Full access from the drop-down menu and make sure the blue dot is selected.

9

14. Verify all your endpoints are being managed in ESET Direct Endpoint Management plugin for ConnectWise

Automate.

15. Create a new policy or migrate your existing policies to ESET Direct Endpoint Management plugin for

ConnectWise Automate. To migrate your existing policies, export them from the endpoints then import them

into the plugin or you can use the Migration Assistant.

16. Assign your policies to the endpoint machines.

17. Add your licenses into ESET Direct Endpoint Management plugin for ConnectWise Automate.

10

18. Create deployment packages for deploying ESET to new endpoints.

19. To manage endpoints using only the ESET Direct Endpoint Management plugin for ConnectWise

Automate, uninstall the ERA Agent. When the ERA Agent has been removed from all of your endpoints,

decommission your ERA Server.

The ESET Direct Endpoint Management plugin for ConnectWise Automate and remote management

console can be used simultaneously. Uninstalling the remote management agents and server is not

required.

Migrate ESCM 7.2 plugin to Direct Endpoint

Management

Make sure that you have the ConnectWise Automate agent installed on all the machines you manage.

I. ESET Endpoint for Windows users

1. Follow the instructions in the Installing the plugin topic.

2. Follow the instructions in the Add an ESET endpoint license topic to add your licenses to the ESET Direct

Endpoint Management plugin for ConnectWise Automate.

3. Create Deployment packages for deploying ESET products to new endpoint machines.

4. Unassign all other policies from the endpoint machines.

5. Create a new policy to configure ESET RMM settings on all endpoints using ESET Security Management

Center (ESMC) for ESET Direct Endpoint Management plugin for ConnectWise Automate.

6. Use the policy settings below to create an ESMC policy. (Steps 7—14)

7. Expand Settings section.

8. Select ESET Endpoint for Windows.

9. Expand Tools.

10. Expand ESET RMM.

11. Make sure Enable RMM is on and Working mode is set to All operations. See more information on

Working mode settings.

12. Click Edit in the Application path section.

11

13. In the Allowed RMM application paths window, click Add, type in the plugin file path and click OK > Save.

14. Save and assign the policy.

II. ESET File Security for Windows users

Version 6.5 and 6.6 users must create a policy to configure eShell and ESET RMM settings on all server endpoint

machines in ESMC for ESET Direct Endpoint Management plugin for ConnectWise Automate. First, complete steps

1 to 5 from the previous section (Endpoint for Windows users).

1. In ESMC, create a new policy.

2. Expand Settings section.

3. Select ESET File Security for Windows Server (V6+) from the drop-down menu.

4. Click User Interface.

5. Expand ESET Shell.

6. Select Full access from the drop-down menu and make sure the blue dot is selected.

12

7. Save and assign the policy.

III. Migrate policies

1. Verify all your endpoints are being managed in ESET Direct Endpoint Management plugin for ConnectWise

Automate.

2. Create a new policy or migrate your existing policies to ESET Direct Endpoint Management plugin for

ConnectWise Automate. To migrate your existing policies, export them from the endpoints then import them

into the plugin.

3. Assign your policies to the endpoint machines.

4. To manage endpoints using only the ESET Direct Endpoint Management plugin for ConnectWise Automate,

uninstall the ESET Management Agent. When the Agent has been removed from all of your endpoints,

decommission your ESMC Server.

The ESET Direct Endpoint Management plugin for ConnectWise Automate and remote management

console can be used simultaneously. Uninstalling the remote management agents and server is not

required.

13

Integrating and Using the plugin

To integrate and use the ESET Direct Endpoint Management plugin for ConnectWise Automate:

1. Install the plugin.

2. Add a license.

3. Create a deployment package.

4. Manage your endpoints.

Installing the plugin

Installing the ESET Direct Endpoint Management plugin for ConnectWise Automate from Solution Center will

differ slightly depending on the version of ConnectWise Automate you use. To get started, click your appropriate

version below:

• ConnectWise Automate 11

• ConnectWise Automate 12

ConnectWise Automate 11 Users

The installation method below is intended for ConnectWise Automate version 11 users only.

Users can only access Solution Center from a ConnectWise Automate server. If you do not have access to your

ConnectWise Automate server, please contact ConnectWise Automate support for assistance. To install the ESET

Direct Endpoint Management plugin for ConnectWise Automate from Solution Center:

1. On your ConnectWise Automate server, open a new instance of ConnectWise Automate Control Center.

2. Click Tools > Solution Center.

14

3. Click Security and then double-click the applicable plugin.

4. Navigate to System > Solutions > Plugin Manager.

5. Select both initially disabled plugins: ESET Direct Endpoint Management Plug-in and ESET Direct Endpoint

Management Remote Agent Plug-in for ConnectWise Automate (v1), and click Enable.

15

6. Press Refresh button in the top right corner to see if the plugins are enabled.

7. In Plugin Manager, navigate to Advanced > Reload Plugins > Update Remote Agent Plugins.

8. Close the Plugin Manager and restart the Automate Control Center to make the ESET Direct Endpoint

Management accessible in the Tools folder.

16

The plugin has been installed.

ConnectWise Automate 12 Users

The installation method below is intended for ConnectWise Automate version 12 users only.

Users can only access Solution Center from a ConnectWise Automate server. If you do not have access to your

ConnectWise Automate server, please contact ConnectWise Automate support for assistance. To install the ESET

Direct Endpoint Management plugin for ConnectWise Automate from Solution Center:

1. On your ConnectWise Automate server, open a new instance of ConnectWise Automate Control Center.

2. Click System > Solution Center.

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