Issue
- An ESET Technical Support Agent has requested ESET Secure Authentication (ESA) logs
Solution
Collect logs manually
When installing or updating ESET Secure Authentication (ESA), logs are created in "%ProgramData%ESET Secure Authentication". If you experience issues when using ESA, it is convenient to generate detailed logs.
- In the %ProgramData%\ESET Secure Authentication\logs folder, create a loglevel.txt file.
- Edit the file, type trace and save changes.
- Open Windows Task Manager, click Services.
- Find and right-click ESACore, and select Restart.
- Find and right-click the ESA service you are troubleshooting, and select Restart.
- If troubleshooting ESA components running under Internet Information Services (IIS), restart the IIS service instead.
- If troubleshooting the AD FS component of ESA, restart the Active Directory Federation Services service instead.
- Replicate the issues you experienced.
- Delete the loglevel.txt file, and restart the running ESA services.
If ESET Technical Support asks you to provide logs, use ESET Log Collector to collect the required information.
ESA Services
In Windows Task Manager, the Service tab displays the available ESA Services as described below:
| Name | Description | What is it for |
| ESACore | ESET Secure Authentication Core Service | Processes user authentication requests and manages configuration of ESET Secure Authentication |
| ESANtlmProxy | ESET Secure Authentication NTLM Proxy Service | Checks user passwords for RADIUS authentications using MS-CHAPv2 |
| EsaCpProxy | ESET Secure Authentication Credential Provider Proxy Service | Provides ESET Secure Authentication functionality for RDP and Windows Login |
| ESARadius | ESET Secure Authentication RADIUS Service | RADIUS server supporting two-factor authentication using ESET Secure Authentication |
| elasticsearch-service-x64 | Elasticsearch 7.4.0 (elasticsearch-service-x64) | Elasticsearch 7.4.0 Windows Service - https://elastic.co |
ESA components running under IIS
ESA Identity Provider Connector or ESA components for Web Applications run under IIS. To restart them, restart the IIS service.
Submit logs from the ESET Secure Authentication (ESA) mobile application
- Open the ESA mobile application, tap Menu → About.
- Tap the text in the About screen five times to initialize log collection. Action buttons will display but are unavailable during this time.
- When log collection is complete, action buttons will become available. To send information to our support team via your default mail application, tap Share. To paste the information in a custom mail application, tap Copy.
