🚨 Service Update: Temporary ESET Access Issue 🚨

dmitryl+itd
dmitryl+itd Member, Administrator, Internal Posts: 93 admin
edited December 2025 in News and announcements

Hi everyone,

We want to share a heads-up regarding a temporary service issue affecting ESET installations.

Following ESET’s notification shared on December 24, we can confirm there is a temporary integration issue between ESET and Atera that may impact:

  • Access to the ESET management console
  • Connectivity to ESET update services / update center

What’s important:

  • EDR functionality remains active
  • However, the connection to the update center may be limited during this time

Our teams are working closely with ESET to resolve the issue, and we’ll share updates here as soon as more information becomes available.

If you have questions or are seeing unexpected behavior in your environment, please reach out to Support via chat or DM me here so I can assist with escalation.

++
Dima L
Technical Product Marketing Manager
Atera

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Comments

  • sschillinger
    sschillinger Member Posts: 211 ✭✭✭✭

    Hey @dima_from_atera ,

    The communication from Atera has been sub par on this whole issue.

    We have been told nothing at first.
    Then that we need to completely setup our environments again from scratch, with a vague promise that it won't happen again.
    Now that Atera is restoring it.

    My machine is now updating again, but I still have no access into the administration panel.
    Can we please get some clear answers on what happened and what the full restoration plan is?

    I am a small player compared to your MSPs who I am positive are losing hair over this whole thing.

  • sschillinger
    sschillinger Member Posts: 211 ✭✭✭✭

    @dima_from_atera

    We received a generic response from support on the cause, but I think we deserve to know what actually happened and why we didn't have access for a week.

    I had the ability to wait for a restore, but others dumped MANY hours into fixing this themselves.

  • dmitryl+itd
    dmitryl+itd Member, Administrator, Internal Posts: 93 admin

    @sschillinger I've seen your comment and I'm here to let you know I'm still in the process of collecting the info.

  • dmitryl+itd
    dmitryl+itd Member, Administrator, Internal Posts: 93 admin

    @sschillinger and everybody who has requested an update on the matter.

    In late December 2025, following ESET's notification on December 24, we identified a temporary disruption in the ESET - Atera integration that affected some customers' ability to access the ESET management console through the integration.

    A change/instability in the integration connection caused an authentication/connection break between Atera and ESET services for several tenants. As a result, the ESET management console access via the integration was unavailable for a period of time.

    Impact:

    • Access to the ESET management console was impacted for affected customers.
    • Connectivity to ESET update services / update center could be limited during the incident window.
    • EDR functionality remained active during this time.

    The issue has been mitigated and access has been restored for affected customers. ESET has provided an automated restoration mechanism and Atera Support assisted the customers who preferred to do it manually upon request. At this time, no additional action is required from customers who are no longer experiencing access issues. If you still can't access the management console (or see unexpected behavior), please contact Support via chat and we'll validate your specific tenant and assist with any remaining remediation steps.

    We have implemented tighter monitoring and clearer escalation paths for vendor-integration incidents, and we're working with ESET to improve integration resilience so that recovery requires less manual effort when upstream issues occur.

    ++
    Dima L
    Technical Product Marketing Manager
    Atera

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