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This knowledge base is a growing and evolving repository for articles relating to all Kaseya products.
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  • Wiki Page: How do I see my current or past invoices?

    KB#: KKB000317 · QUESTION How do I see my current or past invoices? · ANSWER Navigate to Kaseya product -> Kaseya Portal -> My Account -> Account Information -> Invoices Tab -> Invoice History Tab . You will be able to save or print invoices here. · APPLIES TO IT Center...
    onMay 2, 2013

  • Wiki Page: How can I troubleshoot Lan Watch issues?

    KB#: KKB000620 · QUESTION How can I troubleshoot Lan Watch issues? · ANSWER On Windows machines, LAN Watch tries to connect to the folder \\admin$ using the credentials that you supplied. First test that the computer you are trying to connect to, is available? On the machine you are running...
    onApr 15, 2013

  • Wiki Page: *Kaseya Cloud IP Addresses and Ports

    Kaseya Cloud IP Addresses & Ports KB#: KKB000859 QUESTION What are the IP addresses of the Kaseya On Demand Cloud Servers ANSWER From time to time we receive requests for a list of Kaseya Cloud IP address ranges. The Kaseya Cloud IP addresses do not change frequently however we cannot guarantee advanced...
    onNov 28, 2012

  • Wiki Page: Migrating Agents from Kaseya IT Center to Essentials, Essentials for Service Providers or Advanced

    KB# KKB000923 - QUESTION I am currently using Kaseya IT Center but want to move to Essentials, Essentials for Service Providers or Advanced bundles . What is the migration process? - ANSWER Please note any references in this process to Essentials also apply to the Essentials for Service Providers or...
    onOct 23, 2012

  • Wiki Page: IT Center - Specific Information

    How may we help you?. Please choose from one of the following options in the Table of Contents IT Center Account or Billing Enquiries Trialing IT Center MAC Support Enquiries IT Center FAQs
    onJul 25, 2012

  • Wiki Page: How do I configure user roles in IT Center?

    KB#: KKB000681 · QUESTION How do I configure user roles in IT Center, for example how would I create a admin user who has access rights to the Kaseya Portal only? · ANSWER In IT Center , goto System -> User Security -> User Roles Click on New to create a New User Role, give it a name...
    onJul 24, 2012

  • Wiki Page: A Patch scan is failing. Where can I more detailed information or error codes?

    KB#: KKB000687 · QUESTION A Patch scan is failing. Where can I more detailed information or error codes? · ANSWER Kaseya uses the Microsoft Windows Update Agent (WUA) API to perform a patch scan. The WUA service log is located in c:\windows\windowsupdate.log. Additionally, the Kaseya patch...
    onJul 19, 2012

  • Wiki Page: How do I ensure I copy all Patch settings, including Patch Scan Schedules, Patch File Source and Patch Policies?

    KB#: KKB000690 · QUESTION I am attempting to copy certain patch settings in the Agent > Configure Agents > Copy Settings page, however when I do this, certain patch settings are not copied over. For example, the Scan Machine Settings are not copied over even though I select the "Patch...
    onJul 19, 2012

  • Wiki Page: How can I troubleshoot issues with Ticketing/Email Reader?

    QUESTION How can I troubleshoot issues with Ticketing/Email Reader? Users are reporting that they are not receiving the auto-response when they raise tickets via email in addition to no new tickets being created on the system. ANSWER One possible cause is that either the mails are not being received...
    onJul 17, 2012

  • Wiki Page: IT Center Support Options At Your Service

    KB#: KKB000575 Kaseya IT Center offers a variety of customer care resources to assist you with any issues you may have when using our products. Support Knowledgebase The Knowledge Base includes a wealth of articles and information to help you in your usage of IT Center. You can access the Knowledge Base...
    onJul 17, 2012

  • Wiki Page: Since I used Kaseya VNC to remote control a computer, I can no longer connect to it via RealVNC. Why?

    KB#: KKB000667 · QUESTION I used Kaseya KLC or Remote Access to connect to a remote computer, using the VNC option. Since then, I cannot access that machine using RealVNC or UltraVNC. Why? · ANSWER Kaseya-based VNC installations to Windows managed endpoints overwrites non-Kaseya based VNC...
    onJul 17, 2012

  • Wiki Page: When I click on Video Chat, I do not see the "Call" button, all I get is an option to "Connect URL"?

    KB#: KKB000670 · QUESTION I am trying to start a Video Chat with one of my clients. When I click on Video Chat I do not see the "Call" button, all I get is an option to "Connect URL". What is the problem? · ANSWER The "Call" button will only show if there is...
    onApr 13, 2012

  • Wiki Page: My Internet browser hangs when I launch the KLC?

    KB#: KKB000664 · QUESTION Upon launching KLC in Internet Explorer 8, the KLC UI slows down considerably and it can cause the browser to hang. The issue is Smart Screen Filter causes IE8 to lockup when using KLC · ANSWER Turn off the value of this parameter in IE8: Tools > Internet Options...
    onApr 13, 2012

  • Wiki Page: How can I run a manual instance of LAN Watch to troubleshoot agent install issues?

    KB#: KKB000619 · QUESTION How can I run a manual instance of LAN Watch to troubleshoot agent install issues? · ANSWER After scanning the LAN using LAN Watch you have entered apparently valid credentials and used a valid package to install agents on machines. Some have come back with obvious...
    onDec 22, 2011

  • Wiki Page: Agents not checking in when using TrendMicro SMB Worry-Free software?

    KB#: KKB000617 · QUESTION I am running TrendMicro SMB Worry-Free software. This software feature will not allow my Kaseya Windows Agent-based machines to check in. What do I do from here? · ANSWER This issue is due to the Behavior Monitoring features of this software. Disable/turn off the...
    onSep 30, 2011

  • Wiki Page: Agent Procedures appear stuck / not running on a newly installed Agent

    KB#: KKB000616 · QUESTION I deployed a new agent using a package with settings copied from a template account. The Template has a number of Agent Procedures scheduled, which appear in the "Pending Procedures" tab. Some of them did not run on the new account and remain Pending for a long...
    onSep 30, 2011

  • Wiki Page: The Agent does not show a logged in user even though one is logged in locally.

    KB#: KKB000634 · QUESTION The Kaseya Windows Agent checks in, but does not display a logged in user even though one is logged in locally, why? · ANSWER The Kaseya Agent Service Helper for KaUsrTsk is not being invoked from the HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Run registry...
    onSep 30, 2011

  • Wiki Page: How do I force an agent to be offline without deleting it?

    KB#: KKB000622 · QUESTION How do I force an agent to be offline without deleting it? · ANSWER If you want to force an agent offline without deleting the account, use the Agent > Install Agents > Delete function and select the "Uninstall the agent and keep the account" option...
    onSep 30, 2011

  • Wiki Page: The Agent icon appears grey/disconnected.

    KB#: KKB000070 · QUESTION I have an Agent that cannot check into Kaseya server. On the machine, the Agent icon appears gray (grey) or disconnected. What is causing this and how do I troubleshoot it? · ANSWER There are several possible causes: - 1) Agent service (agentmon.exe) has failed...
    onSep 30, 2011

  • Wiki Page: I am an EU customer, will I be charged VAT when purchasing Kaseya?

    KB#: KKB000XXX · QUESTION I am an EU customer, will I be charged VAT when purchasing Kaseya? · ANSWER Kaseya Limited is based in the Republic of Ireland so is liable to charge VAT @ 21% on goods and services provided within in the European Union. If a customer in the EU has a valid VAT...
    onAug 22, 2011
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