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

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 a delay, the security product initialization procedure will take longer than usual.

If the process takes longer than 30 minutes, an error message stating that the “Setup of security product is taking a long time” will pop up on the Issues list on apps.dualog.com.

Connectivity issues

The most common reason for delays within the activation procedure is connectivity problems. Dualog Endpoint needs access to three different shore servers during activation:

• 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)

Through 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's network follows zero-trust principles and only allows 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 ESET cloud.

Resetting the cache activation on https://apps.dualog.com/endpoint-security/configurations could resolve the problem.

By toggling the “Cache candidate” on the client that experiences problems, the cache election will be performed again to complete 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 the “Route through Dualog” option for the elected proxy on the ship.

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