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Migrating Agents from SaaS to On-Premise.
Problem: I am moving away from your Cloud solution to an On-Premise solution/server, but I don't see the Agent > Check-in Control page in SaaS. How can I migrate my agents from one platform to the other? Cause: The Agent > Check-in Control page is not visible for SaaS Customers per design. Resolution: Since two agents can…
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Unable to move Agents from one Machine Group to another one.
Problem: I want to move an agent from the group it is in, to another one. However, I am unable to move it as the VSA tells me the agent already exists but I can't find it. Cause: This is happening because that Machine Group you are trying to move the agent to, has a template account with the same name: Resolution: Check on…
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KServer Agent showing Offline in the VSA
Problem Our KServer Agent is showing offline in the VSA, and our Kaseya Server is up and running. What could be the issue here? Possible Cause You have this agent using something else other than localhost for the Agent > Check-in Control values (Primary KServer and Secondary KServer). Resolution It's recommended to have…
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For SaaS Customers: How to view Agents with Webroot installed when I don't have the Module.
Problem: You don't have access to the Webroot module, but would like to see what agents have it installed. What can I do? Cause: Module is not installed on the VSA. Resolution: You can create a view that will list what agents have Webroot installed. The easiest way to do this is would be to locate the installer via Audit…
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Windows Agents are Falsely reporting Offline in the VSA.
Question: 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? Answer: * Any changes made at the machine / network level. * Ensure a telnet connection is successful. You can test this by running this command on cmd: telnet…
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Unable to see any Agents via the 'AuthAnvil > Remote Control Authentication' page.
Problem: I am a VSA admin (using correct Role/Scope) and I've just started using AuthAnvil, yet I am unable to see my agents via AuthAnvil > Remote Control Authentication. Cause: The Web Service API is not enabled in your VSA. Resolution: If you are an On-Prem Customer, you can enable this via System > Configure > Enable…
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Non-master Users cannot see the Screen Recordings page.
Problem: I have some users that don't have the Master role assigned to them and with their current role they cannot see the Agent > Screen Recordings page. How can this be fixed? Cause: The necessary access rights are probably not assigned to the User Role in question. Resolution: Make sure the following access rights are…
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Automatic Agent Update on Kaseya VSA SaaS Hosted Environments
Question: Do my Agents update Automatically on the Kaseya VSA Hosted SaaS Environment? Answer: The SaaS Operations Team schedules an automatic agent update task after every upgrade and patch that includes a new Agent Version. This will distribute the Agent Updates programmatically to all of the systems to ensure resources…
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You See An Error In /Inc/SuspendUpdate.Inc, Line 46 On EmailNotify
Problem You have followed the instructions in KB - https://helpdesk.kaseya.com/hc/en-gb/articles/229034308-Agent-Offline-and-other-alerts-are-not-generated The process fails with the error: [Microsoft][ODBC SQL Server Driver][SQL Server]The datediff function resulted in an overflow. The number of dateparts seperating two…
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Use of digital certificates to secure Endpoint communication channel
QUESTION Why are we now using digital certificates? ANSWER Starting in R9.3, a digital certificate is installed to the personal store of the VSA server and each managed agent. On the VSA server, there will be two certificates. The parent VSA root certificate has the same globally unique identifier (GUID) as the Subject and…