General Questions and Discussions - Recent Threads

What NAS' play nicest with Kaseya?

Doug Champion — Wed, 15 May 2013 22:59:08 GMT

Are there any partner integrations that make it advantageous to use their NAS that I should be aware of? Any to avoid in terms of potential future Kaseya headaches?

Document Mode needs to be set to IE 8 in IE 10 for VSA to work properly

Doug Champion — Tue, 14 May 2013 19:31:30 GMT

Didn't see where this had been posted, so I thought I'd let everyone know that in order for IE 10 to render the VSA correctly, you need to set the document mode to IE 8. You can do this by hitting F12, and then selecting the mode at the top. It's annoying because you have to do it every time you reopen the page. The issues it corrects are mostly related to the directory tree browser popup window i.e. "File Selection" in backups scheduling etc. IE 10 when configured with no add ons is a smoking fast browser and works best for using Kaseya in my experience. This is also a request for Kaseya to fix this, as it should be a simple one line meta tag forcing IE 8 Document Mode.

@Kaseya > Roadmap update

Richard — Tue, 14 May 2013 07:27:19 GMT

Hi Kaseya,

a general update from the roadmap would be nice.

Thanks

Richard

Search Service Tags

AquaIT — Fri, 10 May 2013 02:09:51 GMT

Is there a way we can search only for service tags? I see under Audit, each machine has the correct service tag, even a link to the warranty status but no way of actually just searching. I have tried making a view with the chassis serial number but no go. Also - the service tag report doesn't work and has a error with about a 30 character long error number.

its kind of foolish to not be able to do a simple search without creating a whole report or view to saerch.

Need Some Numbers Help

bmazzotti — Thu, 09 May 2013 21:04:53 GMT

I was posed this question from one of our directors regarding the viability of Kaseya continuing to exisist in our enviroment. Here is the question:

Can you connect a dot between this purchase an helping us reduce the ticketing backlog that we have today? If you said something like, “Kaseya will save us W% of effort to support the HelpDesk, resulting in X hours/week of saved time. This time savings will allow us to increase our ticket-handling capacity by Y%, thus allowing us to reduce our ticketing backlog by Z tickets/week.” Something like that will help me make a case for the tool.

Company Employee's: 1400

Helpdesk FTE: 9

Total Service Requests: 241 this month

Average time to resolution: 2 Hours (Ball-park)

In a numbers game. How would Kaseya assist in cutting down this backlog of service requests for our team. Need some assitance from the community as my math skills are a little rough.

Thanks,

-Bobby

Problems Accessing Support Portal

eperson — Thu, 09 May 2013 19:56:11 GMT

Is anyone else having problems accessing the support portal?

After I login, I just get a spinning circle in a box with "Loading Tickets". After rebooting, I was able to access my tickets and create a new ticket, but got an error about no response from the server, then the same "Loading Tickets" message. Even though, I can't see it, It does seem that that ticket I tried to make was created because I got the email confirmation.

I have the same problem on multiple computers.

Anyone else having this problem?

Thanks in advance.

Where do I find information???

ArthurSmith — Wed, 08 May 2013 18:47:44 GMT

Hello,

I've been a Kaseya user since 2006, when my company bought 1000 seats. Last year was my first year attending Kaseya Connect, which I enjoyed, but was slightly disappointed by because it was all about 6.3, which we didn't have yet, and all my questions were on 6.2.... This year was great, I learned alot and became once again inspired to try to get the full utilization out of the product(s). However, as has been the case since the very beginning, I'm having a TERRIBLE time finding information. It seems there are DOZENS of places that the information i'm seeking MAY be located - Wikkis, Forums, Knowledge Bases, etc, etc etc...

Lately, I've found that there are Agent updates that are NOT reflected in the regular version numbers - AND that there is no way to know if there is an Agent update available unless you haunt the Forums.. or something.... I also found that you can't even install these updates without "forcing" them "even if agent is at current version"... This is fine, except HOW would I KNOW, other than being notified somehow? I even raised a ticket and was told that there is no notification process in place for Agent updates.

I have recently reached out to our account manager for some things. Her name is Jennifer Agress. She answered one question, but I've been waiting for nearly two days now for an answer to a couple of other questions I have, so I called the phone number in her email signature. Her voicemail stated that she was out until April 15th (today is May 8th), and to contact Armando Amador at 3055371327 if it was "urgent". Well, I have FINALLY convinced my company that I need to take a month "off" to set up Service Desk, and my question is about the Service Desk workshop, which they're willing to pay for if it will benefit. However, all I know is that the workshop exists and costs $395. This is not a good enough reason to sign up, I'm afraid.

So my question is this: Who the HECK do I have to talk to to get answers - or at LEAST to be pointed to the correct "Silo of Chaos" (as ConnectWise calls them) that contains the information I need. Isn't this what my Account Manager is supposed to be for??

Somebody please help me before I have to go back to putting out fires because I can't get Kaseya configured to automate stuff like it's supposed to do... I have 3 weeks grace time left.....

--arthur

Training Videos Broken?

Pisces225 — Tue, 07 May 2013 14:28:05 GMT

For some reason the sound is non-existent in any training video I access. Tried multiple browsers, sound is fine on the machine otherwise... can anyone else confirm if there's an issue or if it's a problem with my machine/browser?

File Copy with Date Modified

jlewis — Tue, 07 May 2013 14:24:50 GMT

Has anyone came across needing to copy a file out while still retaining the date modified? and if so how did you accomplish this task? I cannot seem to find a solution to this through all of my testing.

Thanks,

Josh

Kaseya Connect Scripts

Cassandra — Mon, 06 May 2013 14:32:50 GMT

Where/when can we get our hands on the scripts we say at Kaseya Connect, especially the ones the partners showed they are using in their live environments? The SMART disk monitoring, "slow" computer script, "bloatware" removal script -- all these sounds excellent to use in our live environments!

Kaseya Connect 2013 was Great !!

lwolf — Sat, 04 May 2013 12:30:49 GMT

Kaseya Connect 2013 was great this week!!! I would like to thank the Kaseya executives, management, event staff, speakers and presenters, lab demonstrators and my fellow members of the Kaseya user community.

The key notes speakers were great – from Gerald, to Mark to Sugar Ray. The demos of the product enhancements were exciting. The conversations with fellow attendees during breaks and off-hours was very educational. The food was terrific (I know I gained a few pounds!). And the Journey cover band on Tuesday night brought back some awesome memories of high school and college :-)

Thank you again to everyone who helped make this event possible. This was my 6th Kaseya conference, and it was another great experience. I am already looking forward to Kaseya Connect 2014.

Warm Regards,

Lloyd

VSA Admins getting booted back to login screen while actively using the system

firstcall — Fri, 26 Apr 2013 15:17:38 GMT

After the last round of hot fixes on our 6.3 server our admins are getting booted back to the Kaseya login screen very frequently. They are actively using the system and suddenly... blown out to a login screen. As an example a user is typing notes into a ticket and it just blows them out.

I have ticket CS159225 open with support, has been open for 2 days now. The response thus far is "we are aware of the issue and are actively working on it". No details...

Anybody else having this same issue and get something more useful from support on it? I have some very frustrated admins.

Newbie problem deploying agents

Dave Dorris — Thu, 25 Apr 2013 15:26:41 GMT

Hi guys! I am brand new to Kaseya, and this is my first post.

What a product. It's complex and I'm sure it's going to be great for my company, but I must admit, I'm having some first-day frustrations.

I've been through the first half-dozen computer based training modules, which I'm sure isn't enough, but I want to do what I would consider to be the most basic function of the whole system...but can't get it to work!

I have a 10-computer LAN (workgroup), and have deployed an agent manually to a 2003 server successfully. I've used LAN watch to scan the network and identify the computers on it.

I want to automatically deploy agents from my license pool to the other 9 stations. However, each time I try, I get a message in the status area that refers to error #1312, which seems to be credential-related.

Since it's a workgroup, the username and password are the same on all 9 machines I'm trying to automatically deploy to. Where am I going wrong, and are there any resources I could skip to that more closely match my scenario, than what I've found?

Any help would be awesome, and thanks in advance!

Application Blocker - Recommendations

Elliot Tabush — Wed, 24 Apr 2013 17:51:28 GMT

Has anyone built a good list of applications to add to the "Application Blocker" in kaseya?

Right now all i have in there is a number of bit torrent programs. I'm sure there's other malicious programs i can block...

Kserver Hardware Configuration - Question.

Jayaseelan — Wed, 24 Apr 2013 08:31:33 GMT

Looking to manage 5000 endpoints with the following server configuration. Can any one verify whether the following configuration is good enough for single server to manage 5000 end points.

UCS C22 M3 SFF w/ rail kit  w/o PSU  CPU  mem  HDD  PCIe
SMARTNET 24X7X4 UCS C22 M3 Server - SFF
2.20 GHz E5-2430/95W 6C/15MB Cache/DDR3 1333MHz
8GB DDR3-1333-MHz RDIMM/PC3-10600/2R/1.35v
146GB 6Gb SAS 15K RPM SFF HDD/hot plug/drive sled mounted
Power Cord 250VAC 10A BS1363 Plug (13 A fuse) UK
650W power supply for C-series rack servers
Embedded SW RAID 0/1/10/5 8 ports SAS/SATA
Cisco VIC 1225 Dual Port 10Gb SFP+ CNA

Installing Software with Product Key

ashinspiro — Wed, 24 Apr 2013 07:10:35 GMT

How can I install software example MS Office through on Agent devices through Kaseya Server?

At what stage can I enter the Product Key?

Good bye from the non master

JonathanMacAlpine — Tue, 23 Apr 2013 15:39:00 GMT

Well all,

I just wanted to say thanks to many of you for your help and suggestions over the year or so..

my organization is closing down their use of Kaseya and as such I will be using different management software.

I hope for the best for y'all.

tata for now.

Jonathan

Scope question

lwolf — Sat, 20 Apr 2013 23:49:49 GMT

Hello all. I am looking for a little help.

I woudl liek to create a scope that contains all organizations - similar to Master, but just a different name. I see that I can create a new scope and manually add all of the organizations, but new organizations woudl not be added automatically - like they woudl be with Master scope.

Is there any way to do this?

Thanks in advance.

Lloyd

Weird Scheduler issue with Timezone Default

ethanpd — Fri, 12 Apr 2013 15:58:11 GMT

Hey guys,

I'm getting a weird issue with the Scheduler ever since we upgraded to 6.3. When I try to schedule an audit or agent procedure, it defaults to having the "Schedule will be based on the timezone of the agent (rather than server)" option checked, even though I have "Default value for Time on Scheduler" set to "Schedule in Server timezone". Switching it doesn't change anything.

However, when I try to schedule anything in the Patch Management tab, that option defaults the way it should, depending on my Default Settings. I've created a ticket with Kaseya Support for this, but I'm not sure if they understand what I'm talking about. Anybody else seeing this?

Support Portal problems

Graham Butterworth — Fri, 12 Apr 2013 01:15:12 GMT

I'm logging support tickets with Kaseya, getting emails with ticket numbers in return but cannot see the tickets in the portal to respond to requests or check status. Particularly annoying at the moment as I'm in the middle of my 6.2 - 6.3 upgrade and am having troubles that mean Kaseya is offline for my team and customers!

My KServer needs a new Home! What do you recommend ?

danrche — Wed, 10 Apr 2013 14:21:19 GMT

Hello everyone,

I'm in the process of looking for a new home for my Ksever. I'm not interested in putting it in my office and want to get recommendations for CoLoc.

Where do you have your Kserver? Hows the service? How's the PRICE!

Thanks in advance for any comments.

Macintosh management

EMSennett — Sat, 06 Apr 2013 22:53:03 GMT

I don't see a Mac-specific forum. Is this the best place to post Mac questions? Currently, I'm trying to figure out if there is a way to manage MacOS patching. I'd like to be able to control Mac software updates in a manner comparable to the way we manage Windows patches. Thanks.

Branding the system tray Icon

lclark — Fri, 05 Apr 2013 23:46:31 GMT

I seem to be having some serious problems with our branding for kaseya. We are trying to make a system tray agent icon and everyhting we make and upload looks like garbage. Its all pixelated and VERY hard toread. I dont under stand how all the other system tray icons or even the kaseya default looks hig res and beautiful. I have tried creating the icons in lots of different programs (GIMP, Photoshop, etc) and I have tried different sizes and qualities.

Has anyone else had this issue or does anyone have any suggestions for me so I can get a decent high res icon for the sstem tray?

VSA 6.3 - Relaying Alerts and Sending TLS Based Email to Office 365

Michael Franzyshen — Tue, 02 Apr 2013 22:44:01 GMT

I'm posting this in the hope of saving someone else from wasting their time on trying to get 6.3 to relay through Office 365 via TLS.(it doesn't work).

Summary
Sending alerts from the VSA directly to Office 365 users works fine. However, using the VSA to relay email alerts to users OUTSIDE of our Office 365 mail system does not work.

Symptom
When the VSA generates alerts and they are queued to relay to users outside of our Office 365 install, the VSA log shows failed and the log detail shows "Must send StartTLS command".

I edited the Outbound email properties on the VSA server and pointed to pod51018.outlook.com using port 587 (TLS) and did a test email. Office 365 REQUIRES a TLS based connection on port 587 (standard TLS port) to relay email to users outside of your Exchange organization. I independently verified the Office 365 server, username and password using the system diagnostics from checktls.com, All TLS tests checked fine.

Determination
After weeks of discussion with support (and emails back/forth) I received confirmation from Kaseya support that this feature is not supported. Here's what was sent as the closing comment (Ticket CS146527) by Kaseya Support:

TLS on sending emails is not currently supported and this issue will be escalated as a feature request.

Regards,

Sajjad Zaidi

Kaseya Support

Workaround
As a work-around, I setup an SMTP server (Microsoft Mail) on the same server as where the VSA. I send the VSA alerts to this server which then relays via TLS to Office 365 and then out to the external email recipients.

Kaseya VSA login 2-factor auth

Tomi — Tue, 02 Apr 2013 14:29:51 GMT

Anyone using 2-factor authentication with Kaseya VSA ? I'm interested tightening techs login security and in same time keeping Agent portal etc stuff working. We are already investigating RSA Authentication manager but haven't looked if it can be used with Kaseya?

See User Logs Across Entire Organization?

matts — Mon, 01 Apr 2013 22:45:51 GMT

We've had some people working from home recently, and I can see their logins under System/System Log. However, I'd like to see all activity by user (we run lots of procedures. If they aren't running procedures, they aren't working).

Does anyone know if this is possible?

Thanks,
Matt

Error when (Re)Apply Schema

Arnold den Boer - PEAK-IT Outsourcing & Projec — Thu, 28 Mar 2013 15:03:54 GMT

Hi, Anyone hed the following problem before?

When (Re)applying the schema, an error stops the progress.

When I hit the "Here" link the following page shows

Data Backup and Desktop Migration

Matt S. — Tue, 26 Mar 2013 21:37:28 GMT

When i did the 6.3 upgrade, i seem to remember trying to deselect data backup and Desktop Management, but was told that they were required for the 6.3 install. I don't use them at this time and even though i am not licensed for them the Desktop management module, It still runs scripts on my agents which I don't need.

I would like to remove this module if it is possible. So my question is:

Is it safe to uninstall this module from the VSA server or is it essential to the 6.3 install?

SQL Script to purge all agents from the Kaseya Database

HardKnoX — Fri, 22 Mar 2013 00:08:55 GMT

Hi;

Does anybody have a SQL script that they can share that will successfully purge all of the agents from the Ksubscribers DB?

Built a test server environment from our backups and it is giving me a License error because we now have twice as many agents and have gone over our limit.

Thanks

Migration of User Accounts Created with 6.2 Lan Watch

eperson — Wed, 20 Mar 2013 14:22:48 GMT

Kaseya,

I have gotten some mixed info on this subject and I was hoping someone from Kaseya support could help clear this up.

I currently have a significant number of accounts that were created and sync with client AD accounts using the LAN Watch AD Users discovery in 6.2.

Do I need to re-create all these users with the Discovery - Domain Watch function in 6.3?

Thanks in advance.

FAILED TO DOWNLOAD/IMPORT THE NEW STANDARD SOLUTION PACKAGE

jamiev — Wed, 20 Mar 2013 01:42:00 GMT

Hi All.

The standard solutions package sounds interesting, i wouldnt mine taking a look. I told K to download it for me (by pressing the nice green "install" button) but i get " FAILED TO DOWNLOAD/IMPORT THE NEW STANDARD SOLUTION PACKAGE"

What are my options? Can this be downloaded manually? Where does it come from? If I have an exact URL I can try to be sure its gets past my proxy etc.

The 'do everything for me' approach is great, until it doesnt work.
Thanks

How do you get staff to use Kaseya...

HardKnoX — Sun, 17 Mar 2013 20:53:18 GMT

One of the biggest problem I face in my organisation is getting other people to utilize our Kaseya VSA.

Most of them will use it as glorified remote control manager however getting them to really use it is like pulling teeth.

The most common comments I have been given are;

Its to hard to learn
that its very different and the interface is not very intuitive
I don't have the time

I can understand their comments about the interface but it has never held me back from using it. I have tried to document how to use some of the functionality, created them Kaseya Training accounts and given them links to to get access to the training material. I have even offered to sit with them and show them how to use Kaseya in their daily jobs however with no or little success.

Then you will get the old enterprise trained "IT pro's" that work against you, unnecessarily duplicating work that you have done like deploying applications with GPO's when you have a Kaseya script to do it. Or they will mess with your deployment folder structure after you told them several times not to change it as it will break the deployment scripts and you end up with 3-4 deployment folder with duplicate files in them wasting disk space and the person who you know is going to be you that will have to clean it up.

Its come to a point where I have given up as I have realised that it is a waste of time. I believe for it to really work it needs to come from the top and if you are not the boss or business owner and they don't want to listen to you then there is very little that can be done about it.

So to get back to the discussion, how do you get people to use Kaseya when its easier for them to just use what they already know or get you to do it all for them?

I know that their is no single solution for this but I would be interested to learn if any of you guys have had similar experiences and if you have figured out any tricks to make it work in your organisation.

Service Billing: Ad-Hoc Parts

Ryan Brooks — Tue, 12 Mar 2013 02:14:10 GMT

I'm working on consolidating multiple systems and would like to utilize Kaseya as our primary billing system. However, I'm finding the Service Billing module to be a bit too restrictive. We don't carry any inventory and when purchasing a particular part it could come from any number of vendors - typically whoever has the best price or quickest shipping at the moment. That being said, being forced to setup a vendor and enter parts before creating a work order (or during) is just too much. While the process of Service Billing is certainly the "better" approach - it simply doesn't work for us.

We're coming from using Blue Folder and what I did over there is setup one single part - "Misc Part" with a $0 cost. Then, whenever I add that to an order I'm able to change the name, set our cost, and set the client cost. It's essentially nothing more than a placeholder and it works perfect.

Certainly this isn't unique and I'm sure many other smaller companies like us struggle with the same issue. I'd like to hear how others are doing this. I'm open to suggestions as well...

Thank you,

Ryan

Kaseya Roadmap

hwsystems — Sun, 10 Mar 2013 13:30:43 GMT

Could someone at Kaseya please update the roadmap.

A number of the items on there have not had an update since March 2012, thats's a year ago now. Surely there is something to tell us?

Andy

Can't get support - Tickets get ignored, account manager ignores email

ckochosky — Fri, 08 Mar 2013 14:52:33 GMT

I'm desperate at this point.

I have two supports that are open and have been since 2/26. Both have had absolutely nothing done. A CC to my account manager has gone unanswered, and I considered opening a new ticket today for another issue and figured 'why bother?'

I guess that's a pretty bad sign.

Does anyone think it remotely possible that the thousands of dollars I pay a year can get some support or should I stop paying and simply start looking at other products?

CS148767 CS148677