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(KAV) Master: General Profile Issues - Connect IT Community | Kaseya
<main> <article class="userContent"> <p>Below is a list of general troubleshooting steps you can take to resolve issues with the management of Kaseya Anti-Virus Profiles. If any of the below procedures do not resolve your issue, please contact Kaseya Support at your earliest convenience.</p> <div> <a name="toc" id="toc"></a><strong>Table of Contents</strong> <ul><li><a rel="nofollow" href="#1">Profile "Out of Compliance" Flag (VSA 6.3, VSA 6.5, R7, R8)</a></li> <li><a rel="nofollow" href="#2">Profile Does Not Appear In VSA For Certain Users (VSA 6.3, VSA 6.5, R7, R8)</a></li> <li><a rel="nofollow" href="#3">Exceptions/Trusted Apps Are Ignored on the Endpoint (VSA 6.3, VSA 6.5)</a></li> <li><a rel="nofollow" href="#4">Cannot Assign Existing Profiles to Endpoint. (VSA 6.3, VSA 6.5, R7, R8)</a></li> <li><a rel="nofollow" href="#5">Cannot Copy/Duplicate Profile (VSA 6.3, VSA 6.5, R7, R8)</a></li> <li><a rel="nofollow" href="#6">Profile Not Updating/Saving When Editing Settings (VSA 6.3, VSA 6.5, R7, R8)</a></li> </ul></div> <hr></hr><p><small><a rel="nofollow" href="#toc">Back To Top</a></small></p> <h1 data-id="profile-out-of-compliance-flag"> <a name="1" id="1"></a>Profile "Out of Compliance" Flag </h1> <p><strong>Applies To: On-Premise/SaaS</strong></p> <p><strong>Applies To Versions: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10</strong></p> <p>This flag appears when the profile does not correctly apply to the endpoint. This is typically resolved by re-applying the profile to the endpoint.</p> <p><img src="/attachments/token/nN1hUhFNPpWVAyi9AxEXRJN8n/?name=kav-assign-profile.png" alt="kav-assign-profile.png" class="embedImage-img importedEmbed-img"></img></p> <p>If the issue persists, please attempt a clean repair on the endpoint by doing the following:</p> <ol><li>On the endpoint, rename the following folders:<br>Program Files\Kaseya\Scripts\KAV to KAV.OLD (delete any other duplicate KAV folders that may exist within the Scripts folder)<br>Program Files (x86)\Kaseya\Scripts\KAV to KAV.OLD (delete any other duplicate KAV folders that may exist within the Scripts folder)<br>Program Files (x86)\Kaseya\ExtDLLs\KaLua.DLL to KaLua.DLL.OLD<br><img src="/attachments/token/k5sfV7yEjwDZGEmYjJe3WbXC5/?name=kav-kav-lua-files.png" alt="kav-kav-lua-files.png" class="embedImage-img importedEmbed-img"></img><br><br><kworking directory>\KAV to KAV.OLD<br><img src="/attachments/token/ACjSp2U7QR7iFyQ0LbiC8rDw7/?name=kav-kworking-kav-folder.PNG" alt="kav-kworking-kav-folder.PNG" class="embedImage-img importedEmbed-img"></img><br><br></li> <li>Run a repair on the endpoint via the VSA<br><img src="/attachments/token/t9EaHYAsWACMr6NJfVcqRaIFn/?name=kav-repair.png" alt="kav-repair.png" width="777" height="477" class="embedImage-img importedEmbed-img"></img></li> </ol><p> </p> <p>If on 6.5, this issue is fixed as of 6.5.0.13. Please patch your kserver at your earliest convenience.</p> <p> </p> <p>If the above steps do not resolve your profile issue, please contact Kaseya Support.</p> <hr></hr><p><small><a rel="nofollow" href="#toc">Back To Top</a></small></p> <h1 data-id="profile-does-not-appear-in-vsa-for-certain-users"> <a name="2" id="2"></a>Profile Does Not Appear In VSA For Certain Users </h1> <p><strong>Applies To: On-Premise/SaaS</strong></p> <p><strong>Applies To Versions: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10</strong></p> <p>Profiles are only visible if the profile was created by you or if the profile is assigned to a machine assigned to the scope you are using. For example, if you assign the profile to Machine A and this machine A is visible to another user, then they should also be able to see your profile.</p> <p> </p> <p>If the above steps do not resolve your profile issue, please contact Kaseya Support.</p> <hr></hr><p><small><a rel="nofollow" href="#toc">Back To Top</a></small></p> <h1 data-id="exceptions-trusted-apps-are-ignored-on-the-endpoint"> <a name="3" id="3"></a>Exceptions/Trusted Apps Are Ignored on the Endpoint</h1> <p><strong>Applies To: On-Premise ONLY</strong></p> <p><strong>Applies To Versions: VSA 6.3, VSA 6.5, KAV6</strong></p> <p> </p> <p>This is a known defect that is present in 6.5. It has been resolved in 7.0 and on.</p> <p> </p> <p>If the above steps do not resolve your profile issue, please contact Kaseya Support.</p> <hr></hr><p><small><a rel="nofollow" href="#toc">Back To Top</a></small></p> <h1 data-id="cannot-assign-existing-profiles-to-endpoint"> <a name="4" id="4"></a>Cannot Assign Existing Profiles to Endpoint.</h1> <p><strong>Applies To: On-Premise/SaaS</strong></p> <p><strong>Applies To Versions: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10</strong></p> <p> </p> <p>KAV6 Profiles are not compatible with KAV10 installations. As such, any KAV6 profiles will not appear as usable profiles when installing KAV10 on endpoints. Furthermore, please note that server profiles cannot be used on workstation endpoints on visa-versa.</p> <p> </p> <p>If the above steps do not resolve your profile issue, please contact Kaseya Support.</p> <hr></hr><p><small><a rel="nofollow" href="#toc">Back To Top</a></small></p> <h1 data-id="cannot-copy-duplicate-profile"> <a name="5" id="5"></a>Cannot Copy/Duplicate Profile</h1> <p><strong>Applies To: On-Premise/SaaS</strong></p> <p><strong>Applies To Versions: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10</strong></p> <p> </p> <p>By design, a profile cannot be copied/duplicated by the user if they did not create the original profile in question.</p> <p> </p> <p>If the above steps do not resolve your profile issue, please contact Kaseya Support.</p> <hr></hr><p><small><a rel="nofollow" href="#toc">Back To Top</a></small></p> <h1 data-id="profiles-do-not-apply-automatically-get-removed">Profiles Do Not Apply/Automatically Get Removed</h1> <p><strong>Applies To: On-Premise/SaaS</strong></p> <p><strong>Applies To Versions: VSA 6.3, VSA 6.5</strong></p> <p> </p> <p>This issue is fixed as of 6.5.0.13. Please patch your kserver at your earliest convenience.</p> <p> </p> <p>If the above steps do not resolve your profile issue, please contact Kaseya Support.</p> <hr></hr><p><small><a rel="nofollow" href="#toc">Back To Top</a></small></p> <h1 data-id="profile-not-updating-saving-when-editing-settings"> <a name="6" id="6"></a>Profile Not Updating/Saving When Editing Settings </h1> <p><strong>Applies To: On-Premise ONLY</strong></p> <p><strong>Applies To Versions: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10</strong></p> <p> </p> <p>Please check if the Kaseya Anti-Virus is started on your kserver. You can do so by following these steps:</p> <p> </p> <p>1. Log in to your Kserver.</p> <p> 2. Click on the Start Menu.</p> <p> 3. type "services.msc" in the input field</p> <p> 4. Click on the "Services" link that appears in the search list.</p> <p> 5. Scroll down the services list until you find "Kaseya Anti-Virus".</p> <p> 6. Confirm that the service is stopped. If so, click "Start" on the left side of the Services Window or right-click the service and select "Start" from the drop-down menu.</p> <p><img src="/attachments/token/MHXVQNcYEqHWF0IJIwJwfChsI/?name=kav-kam-services.PNG" alt="kav-kam-services.PNG" class="embedImage-img importedEmbed-img"></img></p> <p> </p> <p>If the above steps do not resolve your profile issue, please contact Kaseya Support.</p> </article> </main>