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Troubleshooting KRC Connection Failure - Connect IT Community | Kaseya
<main> <article class="userContent"> <h3 data-id="problem">Problem</h3> <ul><li> <p>Kaseya Remote Control (KRC) sessions persistently fail to connect</p> </li> <li> <p>KRC sessions are persistently dropped</p> </li> <li> <p>KRC viewer reports “connected” but the remote desktop is not displayed</p> </li> </ul><h3 data-id="cause">Cause</h3> <p>There is no universal cause, but common issues include: -</p> <ul><li> <p>a firewall blocks WebSocket connections between viewer machine and kserver, or between agent machine and kserver</p> </li> <li> <p>a content filtering service on a firewall blocks packets it does not recognize</p> </li> <li> <p>in some earlier builds of VSA R7, the viewer would attempt connection over incorrect port</p> </li> </ul><h3 data-id="resolution">Resolution</h3> <p>To isolate the source of the problem, perform these basic troubleshooting steps: -</p> <p>1) test connection to several different agents on different remote networks, in case the problem is related to a specific agent or network location</p> <p>2) test connection from a different network location</p> <p><em>on-premises customers only: -</em></p> <p>3) test connecting to the kserver agent</p> <p>4) log onto the kserver console (using another remote desktop tool such as RDP), log onto Kaseya using HTTP(s)://localhost, and from there try to connect to external agents using KRC</p> <p>5)ensure VSA server has the latest patches and uninstall Kaseya Remote Control from the “viewer” machine (latest build of the viewer will be installed on a new connection</p> <p>Depending on the results of the above tests, check the firewall logs and configurations in the affected locations (viewer, agent, or kserver) for the following: -</p> <ul><li>are any packets dropped: -</li> </ul><p>- between viewer and kserver on the same port that you access the VSA web interface with (usually 80 or 443)</p> <p>- between agent and kserver on the agent check-in port (usually 5721)</p> <p>- between agent or viewer and stun.kaseya.com on port 3478 (TCP or UDP)</p> <ul><li>is there any content level filtering enabled? If so, temporarily disable it and re-test KRC.</li> <li>is HTTPS inspection or a similar service enabled on the firewall? If so, click <a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/entries/100797303-KRC-connection-fails-with-HTTPS-inspection-enabled-on-firewall" rel="noopener nofollow">here </a>for further details</li> </ul><p><strong>FURTHER INVESTIGATION</strong></p> <p>If further assistance is needed, please provide Kaseya Support with the following information: -</p> <p>1) exact description of problem condition, with a screenshot of any on-screen error message or unexpected behavior</p> <p>2) details of steps mentioned above, and any other troubleshooting steps are taken so far</p> <p>3) KRC logs from viewer and agent machines, captured just after reproducing the problem</p> <p>Agent Logs</p> <ul><li> <p><em>Windows XP and 2003:</em> C:\Documents and Settings\All Users\Application Data\Kaseya\Log</p> </li> <li> <p><em>Windows Vista and later:</em> C:\ProgramData\Kaseya\Log</p> </li> <li> <p><em>OS X:</em> /Library/Logs/com.kaseya</p> </li> </ul><p>Viewer Logs</p> <ul><li> <p><em>Windows XP and 2003:</em> C:\Documents and Settings\<user>\Application Data\Kaseya\Log</p> </li> <li> <p><em>Windows Vista and later:</em> C:\Users\<user>\AppData\Local\Kaseya\Log</p> </li> <li> <p><em>OS X:</em> /Users/<user>/Library/Logs/com.kaseya</p> </li> </ul><p><strong>APPLIES TO</strong></p> <p>Kaseya VSA R7 and above</p> </article> </main>