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(KAV) Master: General Installation 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 installation of Kaseya Anti-Virus. If any of the below procedures does 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">Install Fails (General) (VSA 6.3, VSA 6.5, R7, R8)</a></li> <li><a rel="nofollow" href="#2">Script Never Schedules After Clicking "Install" (VSA 6.3, VSA 6.5, R7, R8)</a></li> <li><a rel="nofollow" href="#3">Cannot Install Due To "Incompatible OS" Error (VSA 6.3, VSA 6.5, R7, R8)</a></li> <li><a rel="nofollow" href="#4">Cannot Install Due To "Cannot Find Latest Audit Results" Error (VSA 6.3, VSA 6.5, R7, R8)</a></li> <li><a rel="nofollow" href="#5">Install Status Stuck On "Waiting For Reboot" (VSA 6.3, VSA 6.5, R7, R8)</a></li> <li><a rel="nofollow" href="#6">Install Status Stuck on "Waiting For Service" (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="install-fails-general"> <a name="1" id="1"></a><strong>Install Fails (General)</strong> </h1> <p><strong>Applies To: On-Premise/SaaS</strong></p> <p><strong><strong>Applies To Versions: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10</strong></strong></p> <p> </p> <p>There can be many reasons why an kav installation would have failed. The most common are listed below:</p> <p><strong>Malwarebytes is installed on the machine. </strong></p> <p>Please review the following article regarding KAV and KAM: <a rel="nofollow" href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/entries/103950466-KAM-and-KAV-Compatibility">https://helpdesk.kaseya.com/entries/103950466-KAM-and-KAV-Compatibility</a></p> <p><strong>Another Anti-Virus Software is installed. </strong></p> <p>Please review the list of incompatible software for more information: <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fsupport.kaspersky.com%2F9371">http://support.kaspersky.com/9371</a></p> <p><strong>A Previous Version of KAV is installed/KAV is Already installed</strong></p> <p><strong><br></strong>If the VSA indicates that no Anti-Virus is installed, and the install continues to fail, please check the endpoint for the following path(s):</p> <p> </p> <p><em>C:\Program Files\Kaspersky Lab\</em></p> <p><em>C:\Program Files (x86)\Kaspersky Lab\</em></p> <p> </p> <p>If the following directories exist and have files within them, please run a repair or a connect on the machine. KAV should successfully connect and install.</p> <p><img src="/attachments/token/DS4hwqqASkOuvpm34gnA6yeB0/?name=EbwsnK2.png" alt="EbwsnK2.png" width="821" height="626" class="embedImage-img importedEmbed-img"></img></p> <p> </p> <p>If the above steps do not resolve your installation issue, please contact Kaseya Support.</p> <hr></hr><p><small><a rel="nofollow" href="#toc">Back To Top</a></small></p> <h1 data-id="script-never-schedules-after-clicking-install"> <a name="2" id="2"></a><strong>Script Never Schedules After Clicking "Install"</strong> </h1> <p><strong><strong>Applies To: On-Premise ONLY</strong></strong></p> <p><strong><strong><strong>Applies To Versions: VSA 6.3, VSA 6.5, VSA 7.0, VSA 8.0, KAV6, KAV10</strong></strong></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>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/8RoZVPQRT3enppvWDXXhYZmPb/?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 installation issue, please contact Kaseya Support.</p> <hr></hr><p><a rel="nofollow" href="#toc"><small>Back To Top</small></a></p> <h1 data-id="cannot-install-due-to-incompatible-os-error"> <a name="3" id="3"></a><strong>Cannot Install Due To "Incompatible OS" Error</strong> </h1> <p><strong><strong>Applies To: On-Premise/SaaS</strong></strong></p> <p><strong><strong><strong>Applies To Versions: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10</strong></strong></strong></p> <p> </p> <p> Please make sure that you are using Operating System's that are compatible with KAV. For a list of both software and hardware requirements, please view the links below:</p> <p>KAV10: <a rel="nofollow" href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/entries/103941456-Hardware-and-Software-Requirements-KAV10-">https://helpdesk.kaseya.com/entries/103941456-Hardware-and-Software-Requirements-KAV10-</a></p> <p>KAV6: <a rel="nofollow" href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/entries/102774783-Hardware-and-Software-Requirements-KAV6-">https://helpdesk.kaseya.com/entries/102774783-Hardware-and-Software-Requirements-KAV6-</a></p> <hr></hr><p><small><a rel="nofollow" href="#toc">Back To Top</a></small></p> <h1 data-id="cannot-install-due-to-cannot-find-latest-audit-results-error"> <a name="4" id="4"></a><strong>Cannot Install Due To "Cannot Find Latest Audit Results" Error</strong> </h1> <p><strong><strong>Applies To: On-Premise/SaaS</strong></strong></p> <p><strong><strong><strong>Applies To: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10</strong></strong></strong></p> <p> Please make sure that you have run the audits in the following order:</p> <ol><li>Baseline Audit</li> <li>System Info</li> <li>Latest Audit</li> </ol><p>You can either schedule or manually run these audits in the Audit>Collect Data>Run Audit Tab:</p> <p><img src="/attachments/token/kRVuPLL9JUqF3UrVf1feBmZsg/?name=run-audit.png" alt="run-audit.png" width="823" height="274" class="embedImage-img importedEmbed-img"></img></p> <p>To confirm the audits ran successfully, please review the agent's Agent Procedure Log. You can find these logs in Agent>Agent Procedure>Agent Logs. Select the agent in question and select "Agent Procedure Log" from the drop-down menu:</p> <p><img src="/attachments/token/4KTNXQZGaTSyNJy3USPIazeh0/?name=get-audit-logs.png" alt="get-audit-logs.png" width="805" height="339" class="embedImage-img importedEmbed-img"></img></p> <p> </p> <p>If the above steps do not resolve your installation issue or if you find failures in the logs, please contact Kaseya Support.</p> <hr></hr><p><small><a rel="nofollow" href="#toc">Back To Top</a></small></p> <h1 data-id="install-status-stuck-on-waiting-for-reboot"> <a name="5" id="5"></a><strong>Install Status Stuck On "Waiting For Reboot"</strong> </h1> <p><strong><strong>Applies To: On-Premise/SaaS</strong></strong></p> <p><strong><strong><strong>Applies To Versions: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10</strong></strong></strong></p> <p> </p> <p><strong>First,</strong> make sure the agent is up-to-date. You can do this by navigating to Agent>Upgrade Version>Upgrade Agent. You can schedule or manually run an agent update. If the agent version is in red font, it is out of date.</p> <p><img src="/attachments/token/lgp8YDsDMb7XJEgc2fSXOAGZO/?name=out-of-date-agents.png" alt="out-of-date-agents.png" width="815" height="277" class="embedImage-img importedEmbed-img"></img></p> <p> </p> <p><strong>Afterwards,</strong> please reboot the endpoint <strong>from the VSA.</strong> If you reboot the machine remotely, it will likely not register as rebooted. <strong>Note:</strong> It is important that you reboot via the KAV module under Actions>Reboot.</p> <p><img src="/attachments/token/StONUkcwqT7WOujnvd7uzhQ62/?name=kav-cancel-pending-or-reboot.PNG" alt="kav-cancel-pending-or-reboot.PNG" class="embedImage-img importedEmbed-img"></img></p> <p> </p> <p>If the issue persists, please contact Kaseya Support</p> <hr></hr><p><small><a rel="nofollow" href="#toc">Back To Top</a></small></p> <h1 data-id="install-status-stuck-on-waiting-for-service-script-scheduled-finalizing-uninstall"> <a name="6" id="6"></a><strong>Install Status Stuck on "Waiting For Service, Script Scheduled, Finalizing Uninstall"</strong> </h1> <p> <strong>Applies To: On-Premise/SaaS</strong></p> <p><strong><strong>Applies To: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10</strong></strong></p> <p> </p> <p>1) Run the Uninstall script in the Anti-Virus module through the VSA</p> <p>2) Run the Kaspersky Removal Tool found in the link below:</p> <p><a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fsupport.kaspersky.com%2Fcommon%2Fservice.aspx%3Fel%3D1464%23block1">http://support.kaspersky.com/common/service.aspx?el=1464#block1</a></p> <p>3) Reboot the machine after the tool finishes</p> <p>4) Delete any remaining Kaspersky and KAV folders on the endpoint, including the KAV folder in the C:\Kworking path</p> <p>5) Reinstall Kaspersky back onto the machine</p> <p>6) Observe to see if the issue is still present.</p> <p>If the issue persists, please contact Kaseya Support.</p> <p> </p> </article> </main>