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Agents are Reporting Offline in Live Connect - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>PROBLEM</strong></p> <p>After upgrading to or patching a 9.4 VSA server, some or all agents may report being offline.</p> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/CZKRAX7CLFNY/3-9-2017-8-19-07-pm.png" alt="3-9-2017_8-19-07_PM.png" width="624" height="483" class="embedImage-img importedEmbed-img"></img></p> <p><strong>CAUSE</strong></p> <p>API AppPool permissions are missing from certain folders in order for agents to authenticate successfully.</p> <p> </p> <p><strong>RESOLUTION</strong></p> <ol><li>On the VSA server, open command prompt as an administrator.</li> <li>Run the following commands:<br><br><code class="code codeInline" spellcheck="false" tabindex="0">ICACLS C:\Kaseya\api\v1.0 /grant "IIS AppPool\APIAppPool":F<br>ICACLS C:\Kaseya\EndpointDownloads /grant "IIS AppPool\APIAppPool":F<br>ICACLS C:\Kaseya\EndpointUploads /grant "IIS AppPool\APIAppPool":F<br>ICACLS C:\ProgramData\Microsoft\Crypto\RSA\MachineKeys /grant "IIS AppPool\APIAppPool":F</code><br><br><em><strong>Note: </strong>If the Kaseya directory is located on a drive other than C, change the drive letter in the command above.</em><br><br></li> <li>Navigate to <strong>each</strong> directory through file explorer and apply <strong>full</strong> permissions for the APIAppPool user.<br><br><em><strong>Note: </strong>If the EndpointUploads folder does not exist, create it manually and re-run the relevant command and apply permissions.<strong><br><br>Note: </strong>We have seen cases where C:\ProgramData\Microsoft\Crypto\RSA\MachineKeys would contain millions of obsolete files. Applying new permissions would be taxing and not advisable. Rename the MachineKeys folder (i.e., MachineKeysOld) and recreate the MachineKeys folder and re-run the relevant command and apply permissions.<br></em> </li> </ol><p> 4. Run Live Connect to the affected agent to verify that it is now online.</p> <p>If you continue to have issues, please create a support ticket.</p> <p> </p> <p><strong>REFERENCE</strong></p> <p>#174688</p> </article> </main>