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Windows Agents are Falsely reporting Offline in the VSA. - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>Question:</strong><strong> </strong>Some of the Windows agents in the VSA are falsely reporting offline (icon is grayed out), but the systems are up and running. What could be the issue? </p> <p><strong>Answer:</strong></p> <ul><li>Any changes made at the machine / network level.</li> <li>Ensure a telnet connection is successful. You can test this by running this command on cmd: telnet <yourVSAURL> <port on which agent connects> (default is 5721). I.e., telnet mykaseya.server.com 5721. Example:</li> </ul><p><img src="https://us.v-cdn.net/6032361/uploads/migrated/CVMGHSHO1JBV/screenshot.png" alt="Screenshot.png" class="embedImage-img importedEmbed-img"></img></p> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/KAQ7ROZ2CWGM/ss.png" alt="SS.png" class="embedImage-img importedEmbed-img"></img></p> <ul><li>If AV is installed, make sure that these <a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/hc/en-gb/articles/229014948-Anti-Virus-Exclusions-Trusted-Apps" rel="noopener nofollow">exclusions</a> for the Kaseya Agent<strong> </strong>are in place.</li> <li>Make sure the KaUsrTsk.exe<strong> </strong>process is running. As this process recognizes user activity on the agent - it will dictate if users receive notifications/prompts, it will also dictate the status of the agent icons in the VSA and other functions. The executable is found in the agent folder, usually located here: C:\Program Files (x86)\Kaseya\<Agent Folder></li> <li>Lastly, make sure the agents in question are on the latest agent version.</li> <li>For testing (not required), you may try getting one of the affected machines and deploying a new agent using /r and /w <a href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fhelp.kaseya.com%2FWebHelp%2FEN%2FVSA%2F9040000%2F%23493.htm" rel="noopener nofollow">agent switches</a>, to see what the outcome is.</li> </ul><p> </p> <p><strong>Note: </strong>If the above fails, and does not help in resolving the issue, please gather screenshots and below <a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/hc/en-gb/articles/229011328-Gathering-Agent-logs-for-connectivity-issues" rel="noopener nofollow">logs</a>/info for <a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/hc/en-gb/requests/new?ticket_form_id=15837" rel="noopener nofollow">Kaseya Support</a> to assist further:</p> <ul><li>AgentMon.log (located in agent folder - C:\Program Files (x86)\Kaseya\<Agent Folder>)</li> <li>KasError.log (located in agent folder - C:\Program Files (x86)\Kaseya\<Agent Folder>)</li> <li>Event logs for both, Application and System.</li> <li> <a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/hc/en-gb/articles/229030588" rel="noopener nofollow">Dump file</a> for the AgentMon.exe process, which can be gathered via Task Manager, right click on this process and select Create Dump File:</li> </ul><p><strong><img src="https://us.v-cdn.net/6032361/uploads/migrated/ABLMXE0BZLKP/mceclip0.png" alt="image" class="embedImage-img importedEmbed-img"></img></strong></p> <ul><li>Screenshots if possible, of telnet test, AV exclusions (if applicable), etc. </li> </ul><p> </p> <p><strong>Applies to:</strong> VSA 9.2, 9.3, 9.4, 9.5.</p> <p> </p> </article> </main>