Dualog Endpoint - Setup of security product is taking a long time

Mark Lim

December 19, 2024 08:07

Summary

When the Dualog Endpoint client is installed it initiates a process to install and activate the ESET security product. If one or more steps in this process fails or encounters delay, the initialisation of the security product will take longer than usual.

If the process takes longer than 30 minutes an issue called “Setup of security product is taking a long time” will pop up in the Issues list on apps.dualog.com.

Activation Connectivity

The most common reason for delays with the activation is connectivity problems. The security product uses three different servers for communicating:

Platform port (apps.dualog.com:443 - Encrypted/TLS)
Activation and security updates (apps.dualog.com:2223 - HTTP Proxy)
Cloud management port (apps.dualog.com:2222 - Encrypted/TLS)

Using these three clouds services, the client registers and attempts to activate the ESET security product. This activation process follows these steps:

The client reports in network details on the Platform port.
The cloud elects a cache for the installation.
The cloud sends license details to the client.
The client communicates through the elected cache to activate ESET.

Troubleshooting

Zero-trust Network Location

If the ship network follows zero-trust principles and only allow communication through the pre-defined apps.dualog.com ports, the activation will fail if the cache is not correctly elected. If this happens, the ESET security software will attempt to activate the security product directly through the public Internet to the ESET public cloud.

To rectify this, resetting the cache activation on https://apps.dualog.com/endpoint-security/configurations could resolve the problem.

By toggling the “Cache candidate” of the client that experience problems, the cache election will be performed again for the installation.

Open Internet Environments

If the ship has open internet web access for clients and port 2223 is blocked, the activation will fail when the client attempts to activate through the apps.dualog.com:2223 cloud service. In this case the solution is to turn off “Route through Dualog” for the elected proxy on the ship.

If you have performed the troubleshooting steps above and the “Setup of security product is taking a long time”-issue remains for more than 6 hours, reach out to Dualog support at support@dualog.com for further investigation.