Kaseya Community

Terrible Live Connect performance after deployment of 9.5.0.19

  • Deployed 9.5.0.19 last night and updated Live Connect on the workstations of the tech's and the agents to the latest version, however Live Connect responsiveness and performance is worse than ever. Anyone else experiencing this?

    Clicking the "orb" for a remote session without launching live connect first, there is a ~30 second delay before the remote control window opens and is ALWAYS fails to connect.

    Opening Live Connect via the Quick Launch (hovering the orb) will open and connect and then a remote session from that will work but frequently hangs and has to be relaunched

    Example Log from a connection attempt made by direct clicking the "orb" of a machine

    [I 2019-03-27T11-15-13.549Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.default] ---------------------------
    [I 2019-03-27T11-15-13.549Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.default] Kaseya Live Connect Started. Version: "9.5.6991.10437"
    [I 2019-03-27T11-15-13.549Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.default] ---------------------------
    [C 2019-03-27T11-15-57.279Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.default] Timed out waiting for Admin Endpoint to connect. Exiting.
    [I 2019-03-27T11-15-57.290Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.default] Initializing Layout for RECONNECT
    [W 2019-03-27T11-15-57.297Z Pacific Daylight Time 6688 0x2d32dd11520] [default] libpng warning: iCCP: known incorrect sRGB profile
    [I 2019-03-27T11-15-57.367Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Checking launch payload"
    [I 2019-03-27T11-15-57.617Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Checking launch payload"
    [I 2019-03-27T11-15-57.617Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Parsing launch payload"
    [I 2019-03-27T11-15-57.617Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Acknowledge launch"
    [I 2019-03-27T11-15-57.620Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Retrieving version information"
    [I 2019-03-27T11-15-58.018Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Checking if application needs upgrade (Version installed: 9.5.6991.10437) (Version from server: 9.5.6991.10437) ) (Minimum version required: 9.4.6198.32701)"
    [I 2019-03-27T11-15-58.018Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Application version verified"
    [I 2019-03-27T11-15-58.018Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Authenticate admin"
    [I 2019-03-27T11-15-58.021Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Acknowledged launch"
    [I 2019-03-27T11-16-02.865Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Fetch admin authentication details"
    [I 2019-03-27T11-16-03.372Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Retrieve agent information"
    [I 2019-03-27T11-16-11.823Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Retrieve agent RC policy info"
    [I 2019-03-27T11-16-12.270Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Retrieve agent authentication"
    [I 2019-03-27T11-16-12.642Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Establishing endpoint connection"
    [I 2019-03-27T11-16-12.643Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Connecting to endpoint..."
    [I 2019-03-27T11-16-12.643Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.api] Connecting to Endpoint "561421668582178"
    [C 2019-03-27T11-16-12.643Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.default] Admin control is not valid!
    [I 2019-03-27T11-16-42.642Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "Timed out connecting to the endpoint"
    [C 2019-03-27T11-16-42.647Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.js] "EndpointBroker closed!"
    [I 2019-03-27T11-16-44.961Z Pacific Daylight Time 6688 0x2d32dd11520] [lc.default] Shutdown Complete

  • Hello DarylCJennings,

    We are also having live connect problems connecting to endpoints. I have submitted a support ticket. I will update you when I receive any feedback.

  • James, hopefully you have better luck than I am having. On with support now, they provided an Agent Procedure that did not fix the issue and now a re-running the entire update/install procedure so we are having a large downtime.

  • We haven't noticed anything better or worse since the upgrade (much better since the December upgrade though), but because of the performance and lack of features in general (we moved to kaseya from labtech a year ago), my team threatened to mutiny if I didn't purchase them the ScreenConnect product they had included with labtech.  Soooo, yet one more tool that i'm having to pay for! ugh.

  • From our end we have pretty much given up using KRC / Live Connect.

    If you insist using Kaseya for Remote access the fastest tool is still KVNC

    Problem is connection time.. you have to wait one or two minutes to establish a session (due to the executable download and execution not to mention the number of clicks you have to do).

    But mostly (for productivity reasons) we don't use Kaseya at all for that.

    RDP for us (we are lucky to have all sites under the same VPN) and Teamviewer which is light years ahead and really fast under any bandwidth situations.

    From time to time we open a ticket just to help Kaseya do some debug but without much hope and without relying much on the results. Most of the time the tickets end up un-resolved / closed automatically and we leave it at that.

    jksanford:

    How's the experience with screen-connect?

    The premium license seems quite attractive at about 500 USD x year for unlimited users (if comparable with Teamviewer we may switch to that.

    Also curiosity: why did you move out from Labtech if the experience was much better and ended up buying their product anyway?

  • I am having issues with them and I am on 9.5.0.17. have been on a ticket with kaseya for over a month while they try to figure out what is going on.

  • The issue of sometimes losing connection to a live connect (where it hangs and has to be restarted) only happens for me at one client who has particularly restrictive firewall rules, so it might be related to that somehow, but damned if I know, and like most people I don't have time or patience to work with kaseya support on it.  It doesn't happen all the time anyway so it's not too bad.  Otherwise the only problem I sometimes experience is never getting a connection when clicking the orb, and having to launch a liveconnect then remote control first (which almost always seems to work).  This is something I wish they'd fix.