How many of you are dealing with this nonsense? I'll Live Connect to a machine, use Desktop Access to perform some functions, reboot the computer, then attempt to connect to the same machine and get "Establishing Connection - Live Connect is waiting for the startup script to complete. The connection will be established once the agent is up to date." Sometimes it goes on forever and I give up, other times it takes anywhere from 1 to 15 minutes to let me on the machine.
This is extremely embarrassing when a user needs help and I can't connect to his machine. Even worse when I give up and have to ask him to use GoToAssist which I pay for as a backup to Kaseya. It's completely random as far as which machine will cause the problem...some machines connect right away, others do not. Some will connect right away, then not connect at another time.
Hey Jerry - Check out this thread. There's a new patch for LC that has been getting great results. Kaseya is waiting for a little more feedback before doing a mass push but you can try it in the meantime and see if it resolves your issues.
Unfortunately, we are experiencing similar inconsistencies even with the "speed patch" applied. I currently have two tickets related to KLC opened with Support... I just wish there was more I could do.
I'm on the SAAS version, so I can't apply patches. I thought my issues with this were because of being on SAAS...I didn't realize you guys were having this problem too.
Jerry, make sure you are agents are up to date. There was a hotfix installed onto the Cloud systems over the past couple weeks that resolves some Desktop Access issues. It requires that your agents are on the latest revision. Should be 184.108.40.206 - 220.127.116.11 for Windows Agents. Not sure what it is for Mac.
I had just updated my agents over 12/29-12/30. I was experiencing extreme frustration with this on 12/30. It seems like long connect times were occurring after the first reboot after upgrading. Now it is taking 35-45 seconds to get the thumbnail to appear after clicking the icon. This is acceptable whereas last week it was taking multiple minutes and multiple tries to get a connection. If this continues then I would say it is definitely an improvement.
I used to have an issue where the thumbnail would go black more often than not after about 5 seconds. Hopefully this patch has cured that as well?
Jerry, that is good to know. In our testing we saw connection times as fast a 10 seconds. Let me know it goes as you continue using the system. Thanks again.
This is still happening to me routinely. Right now I have a machine that simply won't connect. Latest agent, computer is online etc. Really embarrassing. Gave up and bought a day pass through GoToAssist.
I have this problem quite a bit. When 18.104.22.168 was installed I had sparatic times when I could not connect via live connect. I updated the agent to 22.214.171.124-126.96.36.199 and now I can't connect with live connect or remote control. Live connect fails in step 17.
I am also seeing this problem. It still appears randomly and when It does the connection will not go through even in 30min. I have a current ticket open for this. I have been having slow bandwidth issues at some clients and was wondering if this may be linked to this issue. I.e. that live connect needs more bandwidth to set up it's sessions or is trying to push through large files in such cases.
My Agents are running a mix of versions and are set for updates shortly. Most agents run 188.8.131.52 - 184.108.40.206 or 220.127.116.11 - 18.104.22.168 and 22.214.171.124
Hi Barco, thank you for the report. We are currently investigating a few reports received this morning, we expect resolution shortly once we track down the issue.
Quick question , what geographic location are the servers you are having problems with?
Maxon Duncan / Vice President, Global Information Technology / www.kaseya.com / Aliso Viejo, California (GMT-8)
Just confirming we identified an issue yesterday that was resolved shortly after initial reports. If you experience any additional problems, please open a ticket via the customer portal. Thanks for taking the time to post! Best-- MD
I am constantly having performance issues with the SAAS free.kaseya.net product. I am thinking about purchasing the SAAS account but not if it is like this.
You can try the other SaaS solutions for free for 30 days in tandem with your existing agents, and you will see an increase in performance and live connect connection speed. See link below for details; probably the Foundation bundle would suit your needs better than Kaseya KFree you have now.
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