Kaseya Community

Kaseya Web Page Errors - Out of Memory Exception

  • Recently we started randomly getting 2 errors from Kaseya and the only way to resolve is to restart the Kaseya specific services.

    We havent made any changes to the server, we have our SQL running on a separate service which has 2 databases, one for Kaseya and one for ConnectWise. 

    The resources on both servers are well within acceptable range, memory is sometimes as low as 35% utilization which is what makes the out of memory error very perplexing. CPU resources are also low as is Disk usage and network usage on both servers. ConnectWise continues to work fine when this happens. 

    I have researched the errors and most things point to ASP or SQL related troubleshooting however nearly every article revolves around the assumption that the person having the problem is creating an ASP driven website or working with the Database directly which we are not. 

    We have put in a support request with Kaseya but this is seriously affecting our business at this point so I am looking for any way to get this resolved as quickly as possible and am open to any suggestions.

    Here are the errors we are seeing, they occur in IE & Chrome.

    ------------------------------------------

    Server Error in '/vsaPres' Application.

    Input string was not in a correct format.

    Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

    Exception Details: System.FormatException: Input string was not in a correct format.

    Source Error:

    An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.

    Stack Trace:


    [FormatException: Input string was not in a correct format.]
    System.Number.StringToNumber(String str, NumberStyles options, NumberBuffer& number, NumberFormatInfo info, Boolean parseDecimal) +11013491
    System.Number.ParseInt32(String s, NumberStyles style, NumberFormatInfo info) +145
    System.Convert.ToInt32(String value) +43
    Kaseya.Web.Controls.Login.LoginForm.BuildLoginData() +329
    Kaseya.Web.Controls.Login.LoginForm.ExecuteLogin(Boolean skipTwoFactorAuthentication) +21
    Kaseya.Web.Controls.Login.LoginForm.ProcessLogin() +76
    Kaseya.Web.Controls.Login.LoginForm.Page_Load(Object sender, EventArgs e) +598
    System.Web.Util.CalliEventHandlerDelegateProxy.Callback(Object sender, EventArgs e) +85
    System.Web.UI.Control.OnLoad(EventArgs e) +74
    System.Web.UI.Control.LoadRecursive() +120
    System.Web.UI.Control.LoadRecursive() +190
    System.Web.UI.Control.LoadRecursive() +190
    System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint) +2843

    Version Information: Microsoft .NET Framework Version:4.0.30319; ASP.NET Version:4.0.30319.34280

    -----------------------------------------------------

    Server Error in '/vsaPres' Application.

    Exception of type 'System.OutOfMemoryException' was thrown.

    Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

    Exception Details: System.OutOfMemoryException: Exception of type 'System.OutOfMemoryException' was thrown.

    Source Error:

    An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.

    Stack Trace:


    [OutOfMemoryException: Exception of type 'System.OutOfMemoryException' was thrown.]
    System.Threading.Thread.StartInternal(IPrincipal principal, StackCrawlMark& stackMark) +0
    System.Threading.Thread.Start(StackCrawlMark& stackMark) +96
    System.Threading.Thread.Start() +23
    System.Diagnostics.ShellExecuteHelper.ShellExecuteOnSTAThread() +101
    System.Diagnostics.Process.StartWithShellExecuteEx(ProcessStartInfo startInfo) +486
    System.Diagnostics.Process.Start() +112
    System.Diagnostics.Process.Start(ProcessStartInfo startInfo) +45
    Kaseya.Login.Entities.License.GenerateFile(String licenseCode) +94
    Kaseya.Login.DAL.Misc.LicenseProcessor.LicenseIsValid() +81
    Kaseya.Login.DAL.Repositories.AuthenticationRepository.Authenticate(ILoginData data, Boolean sleepThreadForDomains) +526
    Kaseya.Web.Controls.Login.LoginForm.ExecuteLogin(Boolean skipTwoFactorAuthentication) +47
    Kaseya.Web.Controls.Login.LoginForm.ProcessLogin() +76
    Kaseya.Web.Controls.Login.LoginForm.Page_Load(Object sender, EventArgs e) +598
    System.Web.Util.CalliEventHandlerDelegateProxy.Callback(Object sender, EventArgs e) +85
    System.Web.UI.Control.OnLoad(EventArgs e) +74
    System.Web.UI.Control.LoadRecursive() +120
    System.Web.UI.Control.LoadRecursive() +190
    System.Web.UI.Control.LoadRecursive() +190
    System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint) +2843

    Version Information: Microsoft .NET Framework Version:4.0.30319; ASP.NET Version:4.0.30319.34280

    -------------------------------------------------

  • Hi  

    When you cannot access your system, it should be considered a Severity 1 (Most critical).

    I see that you have been working with support on this since Thursday, and at one point your ticket severity was lowered.

    I have reached out to support management to re-flag this as a severity 1, should it get downgraded again and the problem comes back, always create a new severity 1 ticket.

    Out of curiosity, was anything changed or installed recently that may have caused this?

  • We have just started experiencing the same issue. Out of memory error