QUESTION

There is a condition in Microsoft .NET that may cause multiple symptoms in Kaseya. Symptoms observed include some web pages not displaying properly (dashboards or vPro pages in Monitoring for example), or being entering a user name and password and being immediately returned to the logon page, or not being able to schedule automatic update in Patch, or agent updates.

Sometimes this results in an error such as:

System.IO.FileNotFoundException: The system cannot find the file specified. (Exception from HRESULT: 0x800700002) in Microsoft .NET Framework Version 2.0.50727.xxx; ASP .NET Version 2.0.40727.xxx. 

Sometimes the error is along these lines: 

Server Error in '/' Application." with a Compiler Error Message: CS0012: The type 'some file' is defined in an assembly that is not referenced. You must add a reference to assembly 'XYZ, Version X.Y.Z, Culture-neutral, PublicKeyToken=null

In at least one case, the symptom was that the customer could no longer log in to the VSA. An attempt to view the vPro or Dashboard pages brought them immediately back to the login page.

ANSWER

The ASP .NET temporary files need to be re-compiled. 

1. Stop IIS (note, of course this will interrupt the VSA interface.) 
2. Go to the directory c:\Windows\Microsoft.NET\Framework\v2.0.50727\Temporary ASP .NET Files. (Change C:\ to what ever drive Windows is installed on.) 
3. Delete all files and sub-directories.
4. Start IIS. IIS will then recompile the temp files and re-create the files just deleted.

Be aware that all the .NET files have to be re-created, functions or pages may be a little slow the first time they are accessed after IIS is restarted. 

MORE INFORMATION

See this MSDN blog. 

See also: http://msdn.microsoft.com/library/ms366723

APPLIES TO

Version 5.1
G1
K2

In KAV 1.4 we added Proxy settings for the Kaspersky updates so that if your endpoints reside in a network that is using a proxy you can configure it once from the profile to allow all these endpoint to get their updates from the internet. Some proxy servers require authentication information in the form of a user/password. However, for security reasons Kaspersky would not allow us to use clear-text passwords in the profile. The profile must therefore use an encrypted version of the password. In order to find what the encrypted password is you’ll need a single endpoint that has Kaspersky installed and you will need to know what the password is. Then follow these instructions:

1.      Open Kaspersky update settings and update the user-name and password for the Proxy

2.      Open a command window (Cmd.exe)

3.      Find the Kaspersky Installation Folder (usually it is c:\Program Files\Kaspersky Lab\Kaspersky Anti-Virus 6.0 for Windows Workstations MP4\)

4.      Run the command: “avp export rtp c:\temp.xml”

5.      Open Notepad

6.      Open c:\temp.xml

7.      Search for a line that looks like like this: <val name="ProxyPassword" value="kjshdkfjshdfsdhfsdf098203490sdf09sdf233f3sdf9s7df09s8df0sf0sdfsf232308shdf02" type="10"/>

8.      The encoded password is in the value field

9.      Copy that (without the quotes) into the profile

KB# KKB001026

SYMPTOMS

- Backup client installation fails on a domain controller
- install log for the "Acronis Agent Core" module (c:\kworking\backupAgentCoreInstallLog.txt) contains the below error message:

1: MSIGEN:GrantUserPrivileges: started for user '.\acronis agent user'
1: MSIGEN:GrantUserPrivileges: List of priviledges to grant: 'SeServiceLogonRight'
1: MSIGEN:GrantUserPrivileges: Failed to grant priviledge 'SeServiceLogonRight' to user '.\acronis agent user' with error code '1780'
1: MSIGEN:AddExistingUserToServiceUsers: failed.
1: MSIGEN:CommonError: code:13795829, message:, linetag:0851EFE822FCBB728h
CommonError: code:16056329, message:Failed to add existing user '.\Acronis Agent User' to service users., linetag:0D2C4F13C2D5BFD8Eh
CommonError: code:16056323, message:Failed to add user '.\acronis agent user' to group 'SeServiceLogonRight'., linetag:0D2C4F13C2D5BFBB9h
CommonError: code:65520, message:A null reference pointer was passed to the stub, linetag:0BD28FDBD64EDB8E0h
1: MsiManagedMachineServiceInstall:Failed to add existing user to service users.

CAUSE
The automated Acronis client installation creates a local "administrator" level user account to run the "Acronis Managed Machine service".

On some domain controllers, this process fails due to OS permissions.

SOLUTION

To diagnose the issue, open the install log mentioned above and search for the string "return value 3". The error will be logged in the preceding few lines.

Please continue with these steps ONLY if the error is with creating or adding the service user.

In this case you will need to install the Backup client manually using this process: -

1) open a command line prompt and run the following command line to install the Backup Agent Core: "%windir%\system32\msiexec.exe" /i "c:\kworking\AcronisAgentCore.msi" /log "c:\kworking\backupAgentCoreInstallLog.txt" /norestart TRANSFORMS="c:\kworking\AcronisAgentWindows.mst"

2) you will be prompted for an account to run Acronis Managed Machine Service - specify an existing domain or local administrator:


3) if the installation is successful, then run the following command lines to install the other required components of the Backup Client:

"%windir%\system32\msiexec.exe" /i "c:\kworking\AcronisAgentWindows.msi" /log "c:\kworking\backupAgentWindowsInstallLog.txt" /qr /norestart TRANSFORMS="c:\kworking\AcronisAgentWindows.mst"

"%windir%\system32\msiexec.exe" /i "c:\kworking\AcronisCommandLineTool.msi" /log "c:\kworking\backupCommandLineToolInstallLog.txt" /qr /norestart TRANSFORMS="c:\kworking\AcronisAgentWindows.mst"

4) to install the Acronis Management console (optional component), run this command:

"%windir%\system32\msiexec.exe" /i "c:\kworking\AcronisManagementConsole.msi" /log "c:\kworking\backupManagementConsoleInstallLog.txt" /qr /norestart TRANSFORMS="c:\kworking\AcronisAgentWindows.mst"

5) once this is completed, verify the installation using the Backup > Install/Remove function.

6) the client machine needs to be rebooted before running backups

APPLIES TO

Kaseya Backup 5.0

The Monitor > Alerts > Hardware Changes alert function will trigger when new hardware is discovered by an Audit.  Hardware changes that will trigger this alert are those items listed on the Audit > Machine Summary > Hardware > PCI and Disk Hardware tab.  SAN drives and mapped network drives are not collected as part of the hardware information in Audit.  Therefore, the Hardware Changes alert will not fire when a SAN drive or newly mapped network drive is connected.

KB#: KKB001028

As part of Microsoft processes, some Microsoft license keys may not be stored or may be removed from the system after installation.  In some cases, the algorithm Microsoft uses to encode the license key may not be accessible to thir parties.  When Kaseya attempts to report the license key but does not find a key or cannot decrypt the algorithm, the Audit will reflect the license key as "BBBBB-BBBBB...".

This is a known issue caused by the restrictions placed on license recording by Microsoft.

KB# KKB001029

QUESTION

How can I move the KDB private storage server (PSS) to a different computer without losing current backup data?

ANSWER

The backup data will be maintained so long as the agent GUID and the storage location do not change. Use the following steps to achieve this: -

1) go to Agent > Delete function and uninstall the storage server agent using the "Uninstall the agent and keep the account" option

2) ensure that the "storage location" for the PSS does not change: -

- if the storage location is a local drive (e.g. d:\data), copy the entire folder structure to the "new" PSS (must keep the same drive and folder path)
- if the storage location is a network share (e.g. \\server\share), ensure that the "new" PSS can access the existing share, or copy the data to another share that can be accessed from the new PSS using the same UNC path

3) go to Agent > Create function and click on the hyper-linked machine ID for the storage server agent

4) click Next button and then download the account specific agent install package

5) run this on the "new" storage server - it will check in using the original account and all configuration (including storage server settings) will be maintained

6) if the IP address that KDB clients need to connect with has changed, go to Data Backup > Private Storage function and change the "primary address"

After this process, backups should continue where they left off and no further changes are needed.

APPLIES TO

Kaseya Data Backup

KB# - KB000814

SYMPTOMS

Backup fails and Acronis log contains "Insufficient system resources exist to complete the requested service".

CAUSE

Creation of Acronis backup snapshot consumes more system resource than is available to the backup process.

SOLUTION

Acronis have provided an updated command line interface (CLI) which resolves some cases. To apply the update: -

1) go to Backup > Install/Remove function and update the client to the latest Acronis build (10.0-18058)

2) download the updated CLI from here

3) extract the file (TrueImageCmd.exe) and copy to the following locations on the client machine: -

- C:\Program Files\Acronis\BackupAndRecovery

OR

- C:\Program Files (x86)\Acronis\BackupAndRecovery (on 64-bit Windows)

Test the backup again.

If the issue persists, changes will be required to the OS or hardware. This Acronis KB article contains some potential solutions - http://kb.acronis.com/content/10440 

Please note the 2nd last item on the list (Change Acronis tasks priority and compression to Normal) does NOT apply to the Kaseya Backup solution.

FURTHER INFORMATION

To access the Acronis log for a backup taken with Kaseya Backup, go to Backup tab > Backup Sets function and click the success/failed link in the "Result" column.

APPLIES TO

• Kaseya Backup 4.0
• Acronis Backup and Recovery (v10.0-17552)

KB# KKB001030

Kaseya Backup 5.0 is currently in “controlled release” (CR) phase. It is available to customers on request, and includes the following enhancements: -

• Windows 8 and 2012 support

• brings back the Synthetic Backup support for encrypted backups and folder backups

• Support for latest disc hardware for improved backup reliability and bare metal recovery options

• Improved backup logic to minimize ongoing incremental backup sizes

• Support for conversion of Dynamic Disks to VM and removal of 950GB size limit

• Support for copying large files when exploring a backup volume

• Optional Install of Local Client UI for more control when at the local machine

IMPORTANT NOTE - if you are already on the controlled release program, please go to the System > Server Management > License Manager page and check the Backup module version. If it is 4.9.x.x, you do not have the latest build and should update as soon as possible to get the latest code changes. To update, run the Kaseya installer (kinstall.exe) and update the module to v5.0.

The CR program has been running since May 2013, and while the product is generally stable, there are some issues known to the Kaseya Support and Engineering teams which affect operation of the software in certain environments. These “known issues” are listed below.

Current known issues

# Backup fails on ABR11 client with "The running task has been canceled"

• see KKB001019 for details and troubleshooting steps

# Backup on ABR11 client appears to be “stuck” at 95% completion on the Backup Status page. On the client side, acrocmd.exe and mms.exe processes are in a hung state.

• an updated DLL has been provided by Acronis to resolve the issue, and this is currently being tested. Please open a support ticket if you have a backup client showing these symptoms.

• a permanent fix for this issue will be included in the GA release

# Backup fails on ABR11 client with “Failed to resolve the item: B” (where B is a drive letter)

• issue is caused by Acronis failing to recognize one of the drives that is selected for backup

• Acronis have provided a custom build to resolve the issue. Please open a support ticket if you have a client logging this error.

• a permanent fix for this will be included in the GA release

# When mounting a backup from an ABR11 client using Explore Volumes function, only the “agent credential” user can see the mounted drive. In ABR10 it was available to all users.

• this is a design change in ABR11

• we have filed a “feature request” to make the mounted drive available for all users again in a future release, but this will NOT be implemented in time for the KBU 5.0 release

• in the GA release of KBU 5.0, the mount process will run as the logged in user instead of the “agent credential” user, so long as the logged in user has access to the backup image location. The web UI will report the currently logged in user when selecting the machine to mount the image on.

# Old backup sets are not automatically deleted on Windows Server 2012 machines

• a Kaseya hotfix will be released to resolve this issue

# Acronis installation fails on some domain controllers due to error creating local service user account.

• see KKB001026 for details and workaround

# Acronis installation fails on Windows 2000 machines

• a Kaseya hotfix will be released to resolve this issue

# Backups from ABR11 client to some network locations fail with “Access denied” error, even if the Image Location test passes

• ABR11 uses a different method from previous versions to authenticate with remote computer - now it needs remote credentials to be explicitly specified, whereas previously it would authenticate using the credentials the backup process is running under

• problems usually occur when backup source and destination machines are in different domains or workgroups

• Kaseya Engineering team are currently testing a solution - please open a support ticket if you are affected by this issue

# Error occurs in backup logs that “incremental processing has failed on the offsite server”, and then offsite synthetic full backups stop being processed correctly

• this is a rare issue

• Kaseya Engineering team are currently testing a solution - - please open a support ticket if you are affected by this issue

KB#:  KKB000145

SQL Audit :

Determine your SQL Server Version, Service Pack, and Edition using Power shell

Steps :

1) Create new custom field in Audit tab called “ SQL version “
2) Make Sure Power Execution Policy Unrestricted in end point if you can add below commands in attached PS file)

Set-ExecutionPolicy Unrestricted
Set-ExecutionPolicy -Scope Process -ExecutionPolicy RemoteSigned

3) import attached Script and PS1 file ..execute

Tested with 2008 OS not sure about 2003

Thanks
Gopinath

KB#:  KKB000576

1.- Deploy new IT Center Agents

- Save the file KcsSetup.exe to your computer. This is the Agent Installer specific to your IT Center account. 
- You then need to download and execute the IT Center agent installer KcsSetup.exe in your existing machines. This can be done either Manually or using a simple Kaseya v5.1 script

1.a. Create a Kaseya v5.1 script to execute IT Center Agent Installer

1.b. Run the IT Center agent deployment script to the target machines 

2.a Scripts

Note: if your v5.1 scripts use files (e.g. vbs scripts, batch files, exe's), you need to download them to your computer, upload them to your IT Center Agent Procedures > Managed Files and update the imported Agent Procedures accordingly.

2.b Monitor Sets

2.c Event Sets

You can download this process document from the IT Center Files section.  

KB#:  KKB000781

This article may be helpful in troubleshooting the following issues:

• Patch Scan fails
• Patch Status shows no patch data (only dashes) even after patch scan
• Patch Status shows no missing patches but you believe there should be some
• Patch Status numbers do not appear to be changing over time when you believe they should
• Patches show as Missing or Failed in Kaseya but are installed on the endpoint
• Patches show as Missing or Failed in Kaseya they are not missing according to Microsoft Update

     or      

·         update.microsoft.com

·         download.microsoft.com

·         download.windowsupdate.com

·         www.windowsupdate.com

·         vsaupdate.kaseya.net

• http://social.technet.microsoft.com/wiki/contents/articles/15260.windows-update-agent-error-codes.aspx
• http://technet.microsoft.com/en-us/library/cc720432(WS.10).aspx
• http://inetexplorer.mvps.org/archive/windows_update_codes.htm

KB#:  KKB000900

·         update.microsoft.com

·         download.microsoft.com

·         download.windowsupdate.com

·         www.windowsupdate.com

·         vsaupdate.kaseya.net

In addition to the above sites, your Kaseya server and all machines configured as a LAN Share for at least one other endpoint must have access to http://go.microsoft.com/fwlink/?LinkID=74689.  This site is necessary as it hosts the wsusscn2.cab file used for offline patch scanning.  Please review KKB000781 for additional detail regarding the online and offline scan sources.  

Option 1:  Netsh or ProxyCfg

Additional Resources

KKB000781:  Patch Scans and the primary and alternate data source

http://support.microsoft.com/kb/900935

http://support.microsoft.com/kb/885819

http://technet.microsoft.com/en-us/library/bb457028.aspx

http://msdn.microsoft.com/en-us/library/windows/desktop/aa384069(v=vs.85).aspx

WatchGuard Proxies:  http://www.watchguard.com/help/docs/fireware/10/en-us/content/en-us/proxies/http/http_allow_windows_updates_f.html

KB# KKB001020

QUESTION 

Can the Discovery LAN Scan run across multiple subnets?

ANSWER

Discovery is unable to scan across multiple subnets in most circumstances. For Discovery to populate the Discovered Devices page, the module needs the results set to be returned back for the Quick Scan and Deep Scan. If one is missing, Discovery is not able to populate the pages.

It is true that the Quick Scan will find the device, as the scan essentially does Ping request to the devices within a network. However the Deep Scan looks for the MAC address and other network related data from those devices. Within certain network environments, the configuration does not allow the MAC Addresses, and other network fingerprints, to be passed in between subnets and because of this, Discovery is currently not able to populate the Discovered Devices page with devices outside of the Network Probe's subnet.

Workaround: We kindly advise to run the LAN Scan on each network subnet or, if applicable, adjust the network environment so that the MAC Address and/or other network fingerprints are not stripped going across the subnets.

We are actively looking for alternative routes to obtain these devices and bypass the limitations currently known.

APPLIES TO

Kaseya Discovery (KDIS)

KB#:  KKB000706

QUESTION

How do I move the Kaseya database to another partition or computer?

ANSWER

*Note: This process is valid only for the situation in which a VSA Admin wants to move ONLY the SQL Server ksubscribers db backend from one backend machine to another without touching in the Kserver front end VSA related files.

Please follow the below process to transfer the Kaseya SQL ksubscribers database from one partition or computer to another:

1) Have the new backend SQL installation fully patched. ForSQL 2005, update this toSP2 installed (minimum).

2) Also, install SQL Management Studio in this new back end db-based machine. See the 'More Information' field below for the Management Studio specific to these respective its SQL version installer.

3) Create a new ksubscribers backup from the old back end.

4) Restore this backup to the new backend.

5) Make sure the new backend SQL db-based machine is set to Windows and SQL Authentication. This is also known as 'Mixed-Mode Authentication'.

6) Now, using the Kaseya VSA, visit the System > Server Management > Configure page.

7) On this page, click the 'Change DB...' Button.

8) In the new page, enter the following:

The IP address/hostname to the new SQL server
SA Username - This will be your SA account username
Password: This will be your SA account password

9) The system will then connect to the new SQL server and as soon as this is done, the system will be back to normal operating status.

10) To double check if the transfer has completed 100%, visit the System > Server Management > Configure page and scroll all the way down.You should see the IP address or machine name for the new SQL server.

11) If this is correct, it means that you can turn off the OLD SQL server. Before doing this go to this machine and just STOP SQL service in this OLD server. Verify again if the Kaseya VSA still running.

If everything is running, the transfer was done with success and the OLD SQL server is history. One can expect the system to be busy after moving the DB, however, as soon as the new SQL server catches up withits assigned tasks, the performance should be back to normal.

NOTE: It has been reported that you may need to restart all your Kaseya services and WWW services (or reboot the server) to complete the process in some cases. 

MORE INFORMATION

Download the standard SQL Server Management Studio Express for SQL Server 2005:

http://www.microsoft.com/downloadS/details.aspx?familyid=C243A5AE-4BD1-4E3D-94B8-5A0F62BF7796&displaylang=en

Download the standard SQL Server Management Studio Express for SQL Server 2008:

http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=08e52ac2-1d62-45f6-9a4a-4b76a8564a2b

-

In regards to SQL fine-tuning, make sure to especially look at the memory settings. When allocating memory to SQL, be sure to leave a decent amount of memory (ie.: possibly 25% of memory) to the system for other resources and tasks.

One can do this by right clicking in the instance name and selecting Properties after running SQL MANAGEMENT STUDIO and connecting with the SQL database. There the option to set MEMORY is present in the right pane.

Another good option if one is NOT running the Express edition is to check the option for AWE in the same page. This will help SQL to manage the memory more efficiently.

APPLIES TO

MS SQL Server 2005
MS SQL 2005 Express
MS SQL Server 2008
MS SQL 2008 Express
Kaseya v5.1
Kaseya v6

KB# KKB001033

SYMPTOMS

When using Live Connect > Desktop Access from Firefox browser, and displaying the connection in a new Window, the Desktop Access window automatically closes when navigating to another browser tab. It opens again when clicking back on the Live Connect browser tab.

 

CAUSE

Firefox has a security feature that closes external windows when their source iFrame becomes hidden.

 

SOLUTION

This is expected behaviour in the Firefox browser. The only workaround is to use a different web browser to use Live Connect.

 

APPLIES TO

Kaseya v6.3

Firefox

QUESTION

How to create a procedure variable and the difference between procedure variables and ticket property variable

ANSWER

This is an article that will help users understand the difference between a procedure variable and a ticket property variable in Service Desk. It will also allow them to understand where these variables can be used.

This will give SD Admins a better understanding of procedure and ticket property variables to set up message templates and SD procedures

Procedure variables are those located in the service desk tab > Procedure Variables page. These procedure variables are those that a customer can edit/create and set their own values for. There are some procedure variables that are created by default. One example is the: Email_KaseyaServer procedure variable. This is the variable that is used by default in the "Send Email" step in SD procedures. In the "Send Email" SD procedure, there is a "FROM" field. In the default SD procedures, this FROM field is filled out with: [=Email_KaseyaServer=] . If you notice, the procedure variable is wrapped around brackets with equal signs. Procedure variables are called using brackets and the equal sign. Procedure variables can be used in message templates and SD procedures.


Ticket property variables are different than procedure variables. Ticket property variables refer to the fields within a Service Desk ticket. For example, you see the "Status" field, "Stage" field, and "Due" field in a ticket. These are all considered ticket properly variables. Custom fields that a customer creates that also appear in SD Tickets are also considered ticket properly variables. Ticket property variables are called using the following: [$Status$] . If you notice, ticket property variables use brackets and dollar signs. This is the difference of calling a ticket property variable vs. a procedure variable. Ticket property variables can be called from message templates and SD procedures as well.


To get a list of ticket property variables that you can use, please go to service desk tab > message templates page and you will see a message template called "All Ticket Property Variables"

APPLIES TO

Kaseya Service Desk 1.3 and 1.4

KB# KKB001022

QUESTION

A Simple Stage Entry and Ticket Change Procedure.

ANSWER

The purpose of this KB Article is to give you a simple Ticket Change procedure. When customers go from the Ticketing module to the Service Desk module, this sample procedure will get you started with at least the same functionality as in the Ticketing module.

Simple Stage Entry Procedure

1. Go to service desk tab > Stage Entry/Exit page

2. You can either modify an existing stage entry procedure or create your own. This stage entry procedure will be used to run when a ticket is first created in Service Desk.

3. A basic stage entry procedure has the following functionality when a ticket is created:

- An email is sent to the Ticket Submitter letting them know that their ticket has been received

- Sets the ticket to a certain assignee/pool (in this case, it will be set to a pool, however, feel free to modify the procedure to include a certain assignee)

- An email is sent to the assignee/pool that is assigned to the ticket

Your stage entry procedure should at least have the following steps:

Simple Ticket Change Procedure

1. Go to service desk tab > Ticket Change page

2. You can either modify an existing ticket change procedure or create your own. This ticket stage procedure will run start running each time a ticket is saved in ANY way after the ticket is initially created.

3. A basic ticket change procedure has the following functionality when a ticket is created:

 - Will email the ticket submitter when a public note is added to the ticket

- Will email the assignee/pool when a public note is added to the ticket

Your Ticket Change procedure should at least have the following steps:

APPLIES TO

Kaseya Service Desk, VSA v6.3, VSA v6.2

QUESTION

If you select "Run Now" to create a report, it will sometimes time out and fail to generate a report.

ANSWER

The "Run Now" button is only designed for use with small reports for testing. If it takes more than about 90 seconds for the data to be gathered for the report, the "run now" process will time out and fail.

A report might take more than 90 seconds if the report is run for a large group of machines, or if the SQL server is very busy, or if the report being run tries to draw on a lot of data for each machine. (Machine Summary report can cause this failure).

Instead of using "Run Now" just "Schedule" the report and don't modify the scheduled time. (It will default to "now"). The report will run just as quickly, but it will not time out. 

Use the "Schedule" link to schedule the report to run. When you use "Schedule" the report has a much longer time out setting.

APPLIES TO

K2 v 6.0 and higher

6.3 (also applies to other versions)