Kaseya Community

LiveConnect Sucks

  • I'm absolutely, 100% fed-up with this garbage.

    I'm going to put this lightly - to the leadership over there at Kaseya with management over development of the live connect module - especially the remote control aspect - Why don't you force those goofball developers (putting it lightly) to use the live connect module to remote control their own damn machines while they develop this piece of garbage product.  When the developers have to spend 10 times longer than it should take to accomplish a simple task using remote control maybe we'll start getting a reliable product.

    After several frickin years of having this live connect junk, its about time you produce something worthwhile using!  When are we going to get a remote control that frickin works?!?!?!?!?!?!?!???

    Its not reliable on any platform, any operating system, any browser - PERIOD!  Its SLOW!  It CRASHES!  It FAILS TO CONNECT!  It GARBLES THE SCREEN! It DOESN'T HANDLE CAPS LOCK! The KEYBOARD STOPS WORKING PROPERLY! It DOESN'T SEND CTRL-ALT-DEL PROPERLY. ON AND ON AND ON the list goes!

    HOW LONG MUST WE SUFFER WITH THIS INCOMPETANCE?

    We pay out the a** for this software and yet you can't provide a simple, reliable, efficient remote control for desktops - THE SINGLE MOST USED FEATURE for any IT support person.  Unbelievable!  Kaseya consistently demonstrates some of the worst leadership I have ever seen in a company.

  • And you limit it to Live Connect Only ? WAKE UP KASEYA.....The Competition has the peddle to the metal !!! Don't wait until it's too late like Novell.

  • - sorry to hear that even now on 6.3 you're still having such major frustrations.  Are there any recent open or closed support tickets that I can send to the product teams? Quite frankly, flat out failure of KLC sounds strange? We would appreciate the opportunity to resolve those issues for you.

    - If you have more details on where YOU would like to see us improve the product, please email them to me and I will be sure to forward them to the appropriate folks.

  • Ditto

    I have tried to encourage my colleagues to use it more but it is so unreliable that they keep going back to the old remote control and because of this they don't learn how to use the other features Life Connect has to offer.

  • We are still seeing issues in all browsers with LC.  We have had a couple of tickets open mainly CS154471 but support was never able to fully resolve.  I let the ticket close because they kept telling me to do the same things, update the browser, java, clear cache, uninstall and reinstall, even telling me to do the same steps different times within the same ticket.

    I'm glad to hear someone else is seeing the garbled screen issue as support never really acknowledged it for me basically implying it must be my machine.  We now use remote control as much as LC and its a real pain, we now do the same thing when a problem happens, close all browsers, run ccleaner, and start over.  We have had emergencies when LC has crashed and I'm jumping between IE, Firefox and Chrome trying to get something to work.  Not very productive.

  • Brendan - I'm sorry, but it is this type of response that increases the frustrations of the Kaseya user community.

    I'll be very clear - there will NOT be a single person chime into this thread that can say they don't have persistent problems with Kaseya Live Connect especially as it pertains to remote control.  Its complete incompetence on the part of Kaseya leadership and development that they don't even use their own product enough to realize just how much trouble it causes us.  Remote control within Live Connect does NOT work reliably! PERIOD!  

    From the day it was available I have used Live Connect.  Apart from the laundry list as long as I am tall of problems already fixed, remote control remains an extremely problematic component.  I've used it in IE8, IE9, Firefox, Chrome - I've controlled Server 2003, Server 2008, Server 2012, Windows XP, Windows 7 - 32 bit, 64 bit, I've done it over multiple different types of internet connections, from dozens of different computers, with the VSA hosted on different hardware on different networks in different data centers.  It does not matter!

    It has nothing to do with us.  It has nothing to do with our computers, our servers, our browsers, our cookies, etc.  IT IS KASEYA!

    TIckets!?!?!?  Just like jhadik said, most tickets are left to close on their own.  Kaseya support is continually identified as being the worst support available out of all of the other RMM products.  Again, complete incompetence on the part of Kaseya leadership.  It shouldn't take weeks to get tickets resolved - because by the time I create a ticket I have already tried to solve the problem myself because I know it will take weeks for support to do anything with it.  Its always being "sent to a specialist."  

    You are part of a product designed for computer technicians - when we tell you there is something wrong with the product - FIX IT!  Seriously, there isn't one person in development actually using remote control in live connect if after all this time WE ARE STILL EXPERIENCING PERSISTENT PROBLEMS with Live Connect Remote Control.  Its that simple - Use your own product for 30 minutes to actually do some work like we have to on a daily basis and you'll get a taste of your own medicine.

    There's only two reasons why I still use Kaseya - Because I know the product well and I don't have time to learn something brand new, and because I've invested tens of thousands of dollars into it already.  Its quite obvious Kaseya is laughing all the way to the bank on that.

  • I constantly hear our helpdesk guys walking people through setting up team viewer sessions b/c KLC has "Timed Out". I forwarded a copy of this thread to them, their response definatly confirms KLC lack of stablity. Everyone has been hearing so much about this new Remote control the guys in Italy have created. In Vegas it was waved it in our faces with good luck charms and all. So I guess 6.4 is when that magic happens? we'll see.

    The real question is now that Kaseya has been acquired.... Can we get some bobble heads of Gerald and Mark?

  • Appleoddity

    TIckets!?!?!?  Just like jhadik said, most tickets are left to close on their own.  Kaseya support is continually identified as being the worst support available out of all of the other RMM products.  Again, complete incompetence on the part of Kaseya leadership.  It shouldn't take weeks to get tickets resolved - because by the time I create a ticket I have already tried to solve the problem myself because I know it will take weeks for support to do anything with it.  Its always being "sent to a specialist."  

    This is true to an extent. There are some good support staff that I've worked with, but only when my server was crashing :(

    I find opening tickets where the server is not crashing does take an awful amount of time to get anyone to help. Today I had a reply that sounded like the old joke of "reboot it 3 times". When stating that my schema fails on Re-Applying I was asked, "Did you try and run it again?" DUH! 

    Appleoddity

    You are part of a product designed for computer technicians - when we tell you there is something wrong with the product - FIX IT!  Seriously, there isn't one person in development actually using remote control in live connect if after all this time WE ARE STILL EXPERIENCING PERSISTENT PROBLEMS with Live Connect Remote Control.  Its that simple - Use your own product for 30 minutes to actually do some work like we have to on a daily basis and you'll get a taste of your own medicine.

    I think they do use the tool they created, but they use the version that works, Kaseya 6.Fixed

    Appleoddity

    There's only two reasons why I still use Kaseya - Because I know the product well and I don't have time to learn something brand new, and because I've invested tens of thousands of dollars into it already.  Its quite obvious Kaseya is laughing all the way to the bank on that.

    we looked into switching, came to the same conclusion as you. We've already invested so much money and time into their product. Not to mention we'd have to train everyone on something new, ahhhhh. Maybe some new blood in Kaseya will revitalize development. As a part time developer I've cought myself defending my creations even when they didn't work, so I can understand how Kaseyan's can fall into that cycle. It's a hard habit to break.

  • Nothing to add to this except that the guys above are 100% correct.  LC has gotten worse over time not better.  Some great features if it did work, but getting vary embarrassing to have to wait 1 to 2 minutes to maybe get a connection to a client.

  • Hey guys, listen, we do hear you over here.  I personally, at some point in time, have experienced problems with KLC too, and while I don't use it on a daily basis to generate revenue, I'm trying to help.  To be able to send good feedback to the product team, I always like to have specifics, and honestly before my first reply I already made sure the product team was watching this thread.  

    Things will be changing around here with Yogesh at the helm, and we are really excited about what that means for the future of Kaseya as a company and for the software and services we sell, and ultimately what that means for you our loyal customers.  

    Thank you for the specific feedback.  

  • Sadly I completely agree with the sentiments here. KLC is very problematic regardless of the initiating browser or the endpoint OS.

    Everyday I have to deal with KLC protocol crashes, dropped connections and garbled screens such as this...

    (I might add that the refresh button does absolutely NOTHING!)

    Remote control solutions are a dime a dozen these days.

    Why is Kaseya still leveraging free VNC based technology?!? Why not license TeamViewer and be done with it? ...just don't expect us to pay for *yet another* Kaseya add-on module...as I certainly wont!



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    [edited by: Joshua Niland at 1:43 AM (GMT -7) on Jul 10, 2013]
  • I agree Joshua, Remote control should be considered part of CORE. Most people I've spoken with using Kaseya for the 1st time utilize the remote control peice more then anything else for the 1st year before they start getting everything dailed in on Automation and Monitoring. I remember when I 1st started using Kaseya 7 years ago. We didn't have KLC but remote sessions worked pretty good, slow but worked.  When we changed over to the new 6.x framework we lost that stablity. Im not saying to bring the old back, HECK NO! but I and I think most people were hoping to use the new Remote feature in 6.3 rather then 6.4 (if it doesn't get pushed back to 6.5).

  • I think that Kaseya wholly admitted to how bad KLC is this year at Connect.  Their demonstration of the new KLC App that is browser-independent combined with KRC looks to be the solution they have been promising and badly need ASAP.  Since it uses a totally different architecture and cloud infrastructure, we'll need to watch and see if the new management team will embrace and railroad that offering or decide to go elsewhere (like the TeamViewer suggestion above).  Unfortunately for all of us this still means waiting - most likely until the end of this year at best.

    I should also point out that with the acquisition of Zyrion yesterday, they now have another hole in Remote Control to handle - Telnet/SSH/Web Proxy sessions to network devices being monitored by Traverse (or whatever Kaseya decides to rename it to).  We love the Traverse product for monitoring but it too has a very weak solution for Remote Control.  This may play into the decision Kaseya makes as I'm sure they will want to have a unified Remote Control solution for all managed devices.

  • Almost pains me to write this but my experience of KLC is pretty positive.  Yes I've had it fail and odd things happen but in the main it's very stable.  As an example I connected to a large number of machines each day over a couple of days last week and got a 100% success rate.  I'll admit this surprised me.

    On our internal system we have 6.3 and it's better than our production 6.2 servers, though I'll caveat this by saying I don't use that as nearly as much.

    I've seen the new app based approach to the system and this looks the way forward, though dare I say it reminds me of Labtech.  I've also seen the new RC and it is what Kaseya needs more than any other fancy bolt-on that the dev team seem to spend most time working on.  Yes Kaseya can do lots of clever things but we're all in the same boat when all we want is to be able to connect to a customers machine and fix an issue.

    Like others I can't get users to use LC due to browser issues, time constraints etc. but the guys that do use it  love it, when it works.

  • Danrche - Yes, they hyped up this v6.3 release and from what I can tell there isn't an ounce of improvement - in fact, I dealt with more problems in the 6.3 upgrade than I have ever experienced with past upgrades.  There was simply all kinds of stuff that was broke and didn't work right.  What do we hear?  Oh, there is a hotfix for this, there is a hotfix for that.  Poor leadership, and poor quality control!  Then we didn't even get the one thing I was jumping up and down over - supposedly some kind of revolutionary remote control product.