Kaseya Community

Server Down No response for Kaseya

  • Server Down No response from Kaseya in 3 hours ......
    Is the support we are getting from Kaseya adequate?
    Ok, So we are in Hawaii at HST (-10). But for the money we are paying in maintenance can not we expect 24 hour emergency support?

    We lost in the range of (and still loosing more) $1500 of billable hours…

    What is your opinion am I unreasonable?


    Legacy Forum Name: Server Down No response for Kaseya,
    Legacy Posted By Username: matt
  • Its not unreasonable at all. We think Kaseya is one of the greatest companies we have worked with, and a very fantastic product.

    I think they must be overwelmed since 4.6 was released because support requests are in major delay.

    After hours support is also something I think we should have. Even if its for system crashes only or something.


    Legacy Forum Name: Server,
    Legacy Posted By Username: far182
  • What is the problem you are having. Maybe we can work through the problem.

    Do you have a backup of the server?


    Legacy Forum Name: Server,
    Legacy Posted By Username: far182
  • Hey thanks for the offer Smile
    I see two problems.
    a) The database is very busy (doing nothing since the K server does not run) - bad but not the problem
    b) One of my clients started adding Systems to their account and it put us over our license limit. (1000)
    As a result it appears Kaseya shut us down I hope this is a bug and not intention
    I started deleteing some unused agents but I am in a deadlock
    of course I am not sure if this is the problem but it shure looks like...

    Any suggestions?

    Matthias
    matt@buschconsulting.com
    cell 808-358-3695




    Thu Jul 27 16:47:04 2006: SQL cpu utilization dropped to 13%, lengthy processing tasks will now resume running. Thu Jul 27 16:47:50 2006: 0 full, 0 quick checkins in the last 1 min (60 sec, paused = 0). Total connections accepted = 0, total processed = 0. Thu Jul 27 16:48:10 2006: Kaseya Server is stopping... Thu Jul 27 16:48:10 2006: Closed agent connection port. Thu Jul 27 16:48:10 2006: Kaseya Server is pausing to allow process threads to terminate. Thu Jul 27 16:48:14 2006: Kaseya Server was Stopped. Thu Jul 27 16:48:18 2006: Kaseya Virtual System Administrator v4.6.2.0 started. Thu Jul 27 16:48:19 2006: Kaseya Server has set up 1 shared database connection in pool #0. Thu Jul 27 16:48:19 2006: Kaseya Server has set up 1 shared database connection in pool #1. Thu Jul 27 16:48:19 2006: Kaseya Server has set up 1 shared database connection in pool #2. Thu Jul 27 16:48:19 2006: Kaseya Server has set up 1 shared database connection in pool #3. Thu Jul 27 16:48:27 2006: Kaseya VSA managing desktops. Thu Jul 27 16:48:27 2006: Kaseya Server has stopped listening. The Virtual System Administration license is invalid. Thu Jul 27 16:49:27 2006: 0 full, 0 quick checkins in the last 1 min (60 sec, paused = 0). Total connections accepted = 0, total processed = 0. Thu Jul 27 16:50:27 2006: 0 full, 0 quick checkins in the last 1 min (60 sec, paused = 0). Total connections accepted = 0, total processed = 0. Thu Jul 27 16:51:27 2006: 0 full, 0 quick checkins in the last 1 min (60 sec, paused = 0). Total connections accepted = 0, total processed = 0. Thu Jul 27 16:52:27 2006: 0 full, 0 quick checkins in the last 1 min (60 sec, paused = 0). Total connections accepted = 0, total processed = 0. Thu Jul 27 16:53:27 2006: 0 full, 0 quick checkins in the last 1 min (60 sec, paused = 0). Total connections accepted = 0, total processed = 0.

    Legacy Forum Name: Server,
    Legacy Posted By Username: matt
  • How long have you been on 4.6.2?

    Under SYSTEM-CONFIGURE

    License Code:

    Does the license code look properly formated?



    Do you have a backup?



    Legacy Forum Name: Server,
    Legacy Posted By Username: far182
  • Woops sorry, are you saying you can't even open the console?

    Legacy Forum Name: Server,
    Legacy Posted By Username: far182
  • the console is working and I can rdp
    license code has been working for teh last 22 weeks and looks ok (properly formated)


    Legacy Forum Name: Server,
    Legacy Posted By Username: matt
  • And yes I have a good Symantec Lisvestate image but I am reluctant to put it on if kaseya can just fix the license issue and we are good again...


    Legacy Forum Name: Server,
    Legacy Posted By Username: matt
  • Have you tried reapplying the schema?

    Legacy Forum Name: Server,
    Legacy Posted By Username: far182
  • nope what does that do?


    Legacy Forum Name: Server,
    Legacy Posted By Username: matt
  • ok
    reapplied Schema
    stopped kserver
    Started kserver

    and.....
    Please wait.....


    Legacy Forum Name: Server,
    Legacy Posted By Username: matt

  • Thu Jul 27 18:21:37 2006: Kaseya Server is stopping... Thu Jul 27 18:21:37 2006: Closed agent connection port. Thu Jul 27 18:21:37 2006: Kaseya Server is pausing to allow process threads to terminate. Thu Jul 27 18:21:41 2006: Kaseya Server was Stopped. Thu Jul 27 18:22:16 2006: Kaseya Virtual System Administrator v4.6.2.0 started. Thu Jul 27 18:22:16 2006: Kaseya Server has set up 1 shared database connection in pool #0. Thu Jul 27 18:22:16 2006: Kaseya Server has set up 1 shared database connection in pool #1. Thu Jul 27 18:22:16 2006: Kaseya Server has set up 1 shared database connection in pool #2. Thu Jul 27 18:22:16 2006: Kaseya Server has set up 1 shared database connection in pool #3. Thu Jul 27 18:22:20 2006: Kaseya VSA managing desktops. Thu Jul 27 18:22:20 2006: Kaseya Server has stopped listening. The Virtual System Administration license is invalid.


    Legacy Forum Name: Server,
    Legacy Posted By Username: matt
  • Maybe write down your license key.

    Then click on update code.

    Put it back in.

    Can't hurt.


    Legacy Forum Name: Server,
    Legacy Posted By Username: far182
  • I have found Support to be most excellent. Sometimes a bit slow to respond, but then again, I know how it is.





    Legacy Forum Name: Server,
    Legacy Posted By Username: rodbibeau
  • Yes in a sense we are in the same business, and I agree tech support in the past has been excellent but our Kaseya servers are mission critical and I think we deserve 24/7 for critical issues.

    I got some what lucky and one of the techs (thanks Fernando) saw my post and helped out even he could not fix it all the way.


    Legacy Forum Name: Server,
    Legacy Posted By Username: matt