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IT Glue Setup from Kaseya Live Connect Fails with: "Invalid URl error."
Problem: Attempting to click on the ITGlue icon in Kaseya Live Connect throws the below error / the ITGlue authorization page does not automatically pop up: An Unexpected error occurred - Invalid URl: The format of the URL could not be determined. Cause: The URL under System module > Customize > IT Glue was manually…
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IT Glue Authorization from Live Connect fails with error: "invalid_grant"
Problem: Attempting to authorize the VSA after clicking the Authorize button inside KLC to authenticate with IT Glue, fails with the below error message: {"error":"invalid_grant","error_description":"The provided authorization grant is invalid, expired, revoked, does not match the redirection URI used in the authorization…
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Portal Access not working on Chrome, Firefox or Edge
Issue Portal Access is not working on Chrome, Firefox or Edge. Cause Portal Access uses the old Live Connect. The old Live Connect is a plugin-based application, the latest update of Chrome and Firefox (as well as Edge on Windows 10), they no longer support plugins. Internet Explorer is currently the only browser that is…
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KLC - Session Ended or Connecting issue : Session jwt was NOT validated - the session will not continue
Problem KLC shows connecting or session ended on machines that are correctly provisioned and Kaseya Endpoint service is running. Cause 1. Collect the target machine logs. Check the Endpoint logs for the target machine. You can find the endpoint logs at the following locations * Windows XP and 2003: C:\Documents and…
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Live Connect Fails to Connect and Just Spins
PROBLEM After upgrading to or patching to 9.5 VSA server, Live Connect is not properly loading and fails to connect and just spins. No error is provided. CAUSE At this time the cause is speculated to be caused by password management app/plugins like Roboform. WORKAROUND Step 1 Click on the "+" icon in the top right corner…
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Embedding Live Connect on Demand Link
SUMMARY The default method for clients to download a Live Connect on Demand (LCoD) agent is to direct to the company VSA server site (i.e., http://mymsp.com/gethelp). If there is a preference to use an alternative web portal to join a LCoD session, then we'll employ a method to grab the LCoD code as an ID and embed it into…
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Agents are Reporting Offline in Live Connect
PROBLEM After upgrading to or patching a 9.4 VSA server, some or all agents may report being offline. CAUSE API AppPool permissions are missing from certain folders in order for agents to authenticate successfully. RESOLUTION * On the VSA server, open command prompt as an administrator. * Run the following commands: ICACLS…
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Classic Live Connect or Remote Control Cannot Launch in Chrome
PROBLEM When attempting to launch Classic Remote Control or Live Connect in Chrome, nothing occurs and you are met with a prompt suggesting to download Live Connect when it is already installed. CAUSE Chrome utilizes protocol handlers to manage URI schemes. When a new application such as Live Connect is installed, Chrome…
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Launching Live Connect Using a Custom URL Scheme
Live Connect can be launched via a custom URL scheme. The URL format is liveconnect://. Along with this URL protocol identifier, you will append a payload, which provides all of the information needed to authenticate and begin a Live Connect session to an endpoint. With Live Connect installed on the client computer, the…
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Remove Agent Procedures from User Portal
As of patch 9.3.0.20, we have released the following fix: User portal now honors the machine role permissions for agent procedures for the default machine role. (PT-167/ATTHREE-467) If you'd like to remove Agent Procedures from the User Portal (when clicking on the agent icon), you will need to remove the following Role…