Kaseya Community

Kaseya Support

  • kcears
    Yes I've used the new portal for a bunch of tickets. It usually takes a week to get a response, but it works for me otherwise. I'm doing our K2 migration tomorrow night and asked my Account Rep what the best way was to get support if something goes really wrong, and he said the portal is the way to do it, so I'm crossing my fingers and hoping I won't need support.


    Good luck! Hope yours doesn't blow up like ours did. Still don't have a resolution. 8pm CST started upgrade, 1:22pm CST the next day, still down.

    Talk about cripppling!

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: rfouche
  • rfouche
    Good luck! Hope yours doesn't blow up like ours did. Still don't have a resolution. 8pm CST started upgrade, 1:22pm CST the next day, still down.

    Talk about cripppling!


    If you are still down, you can't put the blame entirely on Kaseya. Obviously, I don't know your exact situation...but...even if the upgrade "blows up", nothing should keep you down for longer than a couple of hours.

    Where is your backup? You can't just restore your backup and go back to K5? Why not convert your backup to a VM to get something up until the new version is up?

    Why not install the OS/SQL clean and do a new install then just restore your database from your last backup? You keep more than a single Kaseya DB backup right?

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: CeruleanBlue
  • rfouche
    Good luck! Hope yours doesn't blow up like ours did. Still don't have a resolution. 8pm CST started upgrade, 1:22pm CST the next day, still down.

    Talk about cripppling!


    I did a test migration last Friday night to the newest release, and so far it was the smoothest of the 3 test migrations I've done. I had some pretty big issues with RC1 and RC2, but using the final release worked really well for me. I've found a few bugs, but nothing that's a show stopper.

    I'm doing it starting at 5pm on Friday so that I have the whole weekend to work on it if necessary without a major impact to our NOC. We only have a few clients that really care about offline server reports on the weekends, so it's a minimal risk even if it takes all weekend, but I'm hoping to have most of it functioning by early Saturday morning if things go as well as they did last weekend.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: kcears
  • ReedMikel
    Since the portal is not saving tickets that I attempt to create, I next tried to create one the old fashioned way thru my VSA. When you click on Create New Ticket, here's what you get:

    As we continue to improve our service delivery, Kaseya Support is pleased to announce that it has begun transitioning over to Kaseya's Service Desk module which will provide us with a more robust and efficient system for handling customer incidents.

    As of March 1st 2010 we will close down the existing system for incoming tickets. Customers will continue to have the ability to review history of tickets previously created in the 5.1 system but all new tickets must be raised via our Customer Portal (http://portal.kaseya.net).

    The Customer Portal is open for business now, requiring only that you create an account at http://portal.kaseya.net from which you can administer others within your organization, setting permissions to suit requirements. To avoid the rush we encourage you to register at http://portal.kaseya.net and start benefitting from the new system.

    We thank you for your continuous support and cooperation.

    Kind regards,

    Kaseya Support



    So, even though it is not yet March 1st (it's 2/25 in my time zone), they have shut off our ability to create tickets thru the VSA Sad



    I am having this problem too. The new Portal does not seem to save tickets, and there is no option to create tickets in the old VSA interface (just points to the new portal). uuuugggghhhhhh.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: lwolf
  • Reed -

    We really didn't have multiple issues per week. I'm not sure what you've had problems with. We try and focus on the positives, and I know what its like not to get support from other companies. We had a few issues with Backups in the past.

    I have honestly fixed a lot of our issues on our own, with troubleshooting help from K support team.

    I'm really just curious, but what kind of problems are you guys having.. just a few examples.. I hope I can help

    Rock

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: lgarnier

    1. Be as clear in your problem description as possible. Include what "tab" and function you are utilising if applicable.
    2. If you have any visible symptoms you can screenshot, do so and attach as a jpg attachment in the ticket.
    3. If you use a non-standard port for your Kserver, provide the URL at the top of the ticket
    4. Make sure you have clicked the "create" button on the System Tab, Request support tab recently as the old credentials seem to get lost in the transition to the new support portal
    I've opened five tickets this week and all five went straight to the specialists. With the time difference for Asia Pacific, it saves a day or two messing around with level 1 asking the basics.

    I'm finding they are still fixing things and not necessarily updating the tickets. Maybe there are a lot of duplicate tickets from multiple installations and their time is better spent on rolling out the hotfixes.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: smbtechnology
  • My latest issues are with Patch Mgmt. The last 4 machines that I have scheduled an Initial Update for get stuck in an infinite loop where they: scan for patches, execute patches, reboot, scan for patches, then attempt to run one of the same patches all over again.

    I know what the problem is more or less - they have a bug in their design Sad I have seen cases where the os refuses to run a patch (thinks it's incompatible or not needed). My guess is that the os does not return a failure code since it did not even bother to actually run it. Since Kaseya does not get a failure code, it does not flag it as failed. It also does not flag it as successful. Instead, it just makes another pass of the Initial Update routine, starting with a rescan for needed patches. It finds that it still needs the patch (that the os just refused to run). And now we're stuck in an infinite loop...

    Andrew E is barely responding at all. He seems to have his head in the sand, or is just overwhelmed with K2 issues Confused I try to tell him there are others experiencing this same issue, but he does not seem to care.

    lgarnier
    I'm really just curious, but what kind of problems are you guys having.. just a few examples..Rock


    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • Reed

    Sometimes you need another set of eyes. What is the consistency with those machines if any.. Group Policy, stand alone..etc

    Not sure how much help I'll be. We have had mixed results w/ patch mgt

    Rock

    (I was using my partners login, now I need to build my status back up)

    I'm not a k newb. lol

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: jrocker
  • smbtechnology

    1. Be as clear in your problem description as possible. Include what "tab" and function you are utilising if applicable.
    2. If you have any visible symptoms you can screenshot, do so and attach as a jpg attachment in the ticket.
    3. If you use a non-standard port for your Kserver, provide the URL at the top of the ticket
    4. Make sure you have clicked the "create" button on the System Tab, Request support tab recently as the old credentials seem to get lost in the transition to the new support portal
    I've opened five tickets this week and all five went straight to the specialists. With the time difference for Asia Pacific, it saves a day or two messing around with level 1 asking the basics.

    I'm finding they are still fixing things and not necessarily updating the tickets. Maybe there are a lot of duplicate tickets from multiple installations and their time is better spent on rolling out the hotfixes.


    I second David's suggestion list here. I've opened up 4 tickets, via the portal, in the past week concerning issues with my test K2 system. I have had responses on all 4 of them (each in a different area). Definitely make sure you give as much information ans specifics as you can. Walk the support person through the exact steps to recreate the same issue so they can duplicate on their systems. I've found that sometimes they will test out steps and either misread your steps (pretty bad, I admit) or their test system doesn't fail the same way your system does. Also, pay attention to all the fields you are filling in when creating the ticket, especially the "Priority" box. (Make sure you are truthful of how critical your issue is and whether you have a workaround that can get you by for now.) Support is trying to work through all the K2 issues and are making improvements.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: CCDave
  • All machines belong to a W2K3 (SBS R2) domain. Problem has happened at more than one customer site. Initial Update will get stuck in the loop every time it's run on some machines, so it's 100% reproducable. Others in the forum have indicated it happens to them too. As a programmer, I have a pretty good idea it's just faulty logic on K's part in how their Initial Update scripts work.

    jrocker
    Reed

    Sometimes you need another set of eyes. What is the consistency with those machines if any.. Group Policy, stand alone..etc

    Not sure how much help I'll be. We have had mixed results w/ patch mgt

    Rock

    (I was using my partners login, now I need to build my status back up)

    I'm not a k newb. lol


    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • I am glad to hear there are some who are having success with the support process. The cases I had opened were well documented. Even if I only opened a ticket with "my system ain't workin'", I should still be contacted. The problem is not always with time to resolution. The level of detail is irrelevant if not contacted.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: mgolicher
  • I'm still on V5, so I'm sure that's been assigned a lower priority than K2 tickets. Just created my first ticket yesterday via the portal - no update as of yet. I'll bet anything it gets assigned to the same level 2 person who refuses to answer similar issues on tickets I created thru the VSA. We'll see if the portal is magical or not Smile

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • ReedMikel
    I'm still on V5, so I'm sure that's been assigned a lower priority than K2 tickets. Just created my first ticket yesterday via the portal - no update as of yet. I'll bet anything it gets assigned to the same level 2 person who refuses to answer similar issues on tickets I created thru the VSA. We'll see if the portal is magical or not Smile


    Sorry to say it's not... I had to submit 3 tickets (for the same thing) before anyone got back to me...

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: thirteentwenty
  • LWolf - hopefully Kaseya updated your portal account and resolved this for you?

    In case anybody else experiences this problem where tickets you just created do not display after clicking on "Save and Close", it's because Kaseya changed requirements for usernames on the portal. Your username must now be an email address. My username, until yesterday, was Reedmikel, just like in the forum here. So although I could log into the portal as Reedmikel, any tickets I created were being routed to some unknown place. Once I reported the problem, Kaseya created a new username for me (my email address) and recovered the lost tickets.

    It would have been nice if they communicated this portal change in advance, but we now how well Kaseya and timely communications go together Sad

    lwolf
    I am having this problem too. The new Portal does not seem to save tickets, and there is no option to create tickets in the old VSA interface (just points to the new portal). uuuugggghhhhhh.


    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • So much for my upgrade tonight. I informed my account rep last week that I was doing a test migration last Friday, and my final migration tonight if everything went well. The migration went fine, and I told my rep yesterday I'd be doing the migration tonight, and he said to go for it. I spent 4 hours backing up all the data and driving it across town to our colo, only to find out that for some reason my key isn't active for K2 even though I used it a week ago for it. I opened a ticket in the portal, and also e-mailed the NOC Assist remidiation team and my sales rep that my production server was down, and I needed a working key ASAP. After 1.5 hours I get a response from the remediation team saying a sales rep will contact me shortly, and I have yet to hear from them. Then I get a response 4 hours later in the portal telling me I'll be contacted in 48 hours. What a joke. I'm really close to giving LabTech a try at this point, we pay way too much money in license fees and maintenance to get support that doesn't seem to care.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: kcears