Cloud Platform - Recent Threads

6.3 Upgrade status for SAAS2?

N2TheBlu — Wed, 27 Mar 2013 01:15:07 GMT

Can anyone provide an update on the 6.3 upgrade status for SAAS2? It has been delayed at least twice, and the status page no longer shows any revised dates.

Thanks...

Errors, crashes and just plain not working for the past few days

Jerry Battaglia — Mon, 11 Feb 2013 20:29:01 GMT

Is anyone else experiencing what I am? Live connect will not connect at all, all we get is "Live Connect is waiting for the startup script to complete. The connection will be established once the agent is up to date." However, if we click on remote control, we are able to do a remote session. This has been happening all day, on several different computers.

Modules seem to time out a lot with cryptic errors like "failed to connect to hermes" Hermes?

We get kicked out of Kaseya at random times, well before the 2 hour idle point. In fact, sometimes we get booted only a few seconds after logging on. After I've logged back in 6 or 7 times, I'm presented with a list of my own connections, saying that I have exceeded my licenses. I started a ticket on this one, but all I got was the typical "can't reproduce this on our end, please give us your password so we can test it using your account"

Speaking of support, that has basically sucked lately too. It's as if we're sending our support requests via carrier pigeon. Initial response is about 5 or 6 hours after the ticket is created, then I'll respond to whatever info they ask for immediately, then I have to wait 2 days for the next response. And then that response is as I said earlier "We're not seeing that" or "Everything looks good to us". And don't bother asking a multi-part question in a support ticket. You'll get a response to the low hanging fruit, then nothing.

As you can tell, I'm pretty frustrated right now. This isn't some free utility we found on the internet somewhere...I expect a better user experience than this. I remember about a year ago we were experiencing issue after issue, day after day, then finally things stabilized. I've dreaded 6.3 since it was announced because I knew this would happen.

Am I the only one?

KDB issues

Yogesh — Sun, 10 Feb 2013 07:10:29 GMT

Hi,

I am on kaseya cloud version.

I have configured KDB to use private storage as D: drive of that machine being backed up and set the credentials as a local admin account.

But when I test the results it shows as "No response from the Private Storage server. Confirm that the backup location is correctly configured. Consult the PrivateStorage.log in the Agent directory."

What might be causes??

agent credentials?? or else?

Deploy agent to specific lP

tward — Tue, 05 Feb 2013 18:19:38 GMT

Hello,

I am using the SaaS platform which has recently upgraded to 6.3. I realize that LAN Watch has been replaced by the Discovery tool, however before I was able to attempt to manually push an agent install to an IP address even if it did not appear after running the LAN Watch. I am noticing, for whatever reason, that not all of my devices are appearing with the discovery tool, and I was wondering if it was still possible to manually enter the location of a machine and attempt to install an Agent this way.

Thanks!

Travis

IT Center Disk Image Backups... options...?

Kevin Ward — Sun, 27 Jan 2013 21:03:16 GMT

I started using Kaseya via Cloud Services Depot about 5 years ago as it was offered as a SaaS product and perfect for my small but growing business. I sold and used the Acronis plugin to image my servers, which has worked perfectly via their hosted 5.1.

When Kaseya started offering IT Center, we were encouraged to move to it and while I've moved all machines to the new platform, I left the old agent and backup in place on each of my servers.

I was told by CSD that they would not close down their old servers until IT Center offered all comparable features, but recently received an email notice that they would be shutting them down by the end of February.

It is a bit confusing... as I've never used the on premises version of Kaseya... when I read that Acronis and Shadow Protect options are available... but it seems they are not considered important enough to be added to the SaaS products?

What is everyone else doing?

It looks like my options are to sell my clients Acronis products for their servers, or rely on Windows Backup…Yes ?

Is no one else frustrated by this? How can this not be part of the SaaS offering?

Am I missing something?

Changing from on-premis to SaaS solution

Christian Middag — Mon, 21 Jan 2013 10:34:41 GMT

Hi,

We are thinking to change from Kaseya on-premis solution to the SaaS solution. Does anyone have thougth this through and can post some interesting answers over why to take the Kaseya Cloud solution?

I can think about stuff like;

* 99.5 % uptime

* no more maintenance on kserver

* no own hardware.

Does anyone knows a few do's or maybe a few don'ts?

service desk API

Grady Parker — Fri, 29 Jun 2012 20:57:26 GMT

hello

i have kaseya IT center works great i am moving out ticket system to service desk i have it setup and working via emails, but i want to use my existing support portal with custom web-forms. is there a way to enable service desk API on the IT center i looked at the settings and did not see any mention. at the very least i would like to have the end user open service center by clicking on the agent icon right now it open the ticketing system.

Please update the Announcement on the ITCENTER.KASEYA.NET page

MKInc — Fri, 25 May 2012 18:32:07 GMT

The current announcement that shows on the login page at ITCENTER.KASEYA.NET is a bit dated (shows 8/11/2011) and the included link no longer points to the correct resource. I was wondering if you could perhaps include some commonly needed links on that page, such as the Real Time alerts page for the Cloud Platform, a link to a FAQ page that shows how to escalate your customer support request, and if nothing else, the Announcement should actually show the next scheduled service date / time of the SAAS updates.

Thanks

patch install failure

JonathanMacAlpine — Tue, 15 May 2012 14:50:44 GMT

Install Failed: DownloadFailed: UnexpectedHTTPStatus 500

Eelkov — Mon, 14 May 2012 12:03:17 GMT

Heya guys, im trying out cloud. Have just installed two agents on my home network for testing, and I get the error "Install Failed: DownloadFailed: UnexpectedHTTPStatus 500" when trying to open a liveconnect session to any machine.

Both machines are X64 (win7). Have tried firefox, IE8 and Chrome, all with the same results.

Any suggestions would be greatly appreciated.

All Patch Scans Failing?

Jerry Battaglia — Wed, 25 Apr 2012 13:15:21 GMT

Is anyone else experiencing this? All of my patch scans across all clients are failing with

computername.workstations.client.myOrg failed executing agent procedure "Patch Scan" on 2012-04-25 14:01:44Z Script Summary: Failed THEN in step 2 Check the machine's Agent Procedure log for additional details.

There are no further details in the Procedure Log.

New Cloud Platform Feature: Global KLC Network

Maxon Duncan — Wed, 11 Apr 2012 06:47:14 GMT

Hello Folks,

This Thursday, the CloudOPS team will deploy a new back-end feature to the cloud platform which will enable new KLC global relay functionality. Over the past few months, we have been working on a new global relay infrastructure which will place clusters of relay servers in various markets including Europe, Asia, ANZ, Africa, and North & South America. New code has been developed which will enable the Admin endpoint to seamlessly select the closest regional secure relay server for remote connections. This change combined with recent global performance enhancements will will result in a significant performance bump across the entire platform.

Please see http://status.kaseya.net for infrastructure status and maintenance information.

We hope you enjoy this new functionality!

Best- MD

Introducing Kaseya's Cloud Operations Status Dashboard (COSD)

Maxon Duncan — Tue, 03 Apr 2012 23:43:18 GMT

Hello Kaseya Community Members,

I am pleased to announce the general release of our Cloud Operations Status Dashboard (COSD). You can find the dashboard at http://status.kaseya.com.

This realtime dashboard is the new home for all system status updates and notifications related to the Cloud Platform, as well as our various customer facing services. Please check from time to time for updates.

Effective immediately, the COSD will replace the system status forum here on community.kaseya.com. We highly recommend all Cloud Platform Customers subscribe to RSS, Atom, or email notifications on the bottom of the COSD homepage.

If you have any comments or questions, please fire away. We hope you will find the new functionality helpful.

Thanks & all the best - Maxon Duncan

Endpoints locking up and / or failing to load starting Monday 4/2/2012?

lenny.simon — Mon, 02 Apr 2012 19:41:01 GMT

We have identified an issue with an AVG update, numbered 9.0.929a. When the realtime protection within KAM is enabled, the endpoint is unable to complete the AVG update, and may lock up. Disabling protection within the KAM module has shown to allow the AVG update to complete successfully. When the AVG update has completed, the protection can be re-enabled. At this time, AVG has said that they are removing the 9.0.929a update.

Please see this KB (http://community.kaseya.com/kb/w/wiki/avg-update-issues.aspx) and this forum post (http://community.kaseya.com/xsp/f/94/t/14707.aspx) for more information.

Kaseya Support

Live Connect plugin download times

Maxon Duncan — Wed, 28 Mar 2012 05:47:28 GMT

Hello Folks,

This is a proactive notification that a issue was recently discovered on the Cloud Platform which may result in a small percentage of customers experiencing longer than expected browser component download times when launching Live Connect (KLC) for the first time. The issue has been identified as a compatibility issue with our newly implemented global content delivery network, and the method in which files are downloaded by our plug-in manager. This has been escalated to development, and a fix will be implemented in the coming days. Once in place, we will update this post.

Thanks & best-- MD

False offline alerts on saas3-cdn.kaseya.net continue

MKInc — Tue, 06 Mar 2012 17:26:07 GMT

I haven't complained about this in a long time, but it has happened 3 times in the last 7 days where all of my critical servers will alert me that they are offline. If I receive the alerts from all of my various offices then I am making the assumption that it is a Kaseya problem instead of a real problem at my monitored locations. I have been fooled though, and have missed an occasional REAL server unreachable condition. I know that Kaseya has been working on the performance issues of the cloud platform, and even has somehow allowed caching of certain functions closer geographically to the sources, but the problem has NOT been resolved. Is it still an open item to cut down on the false reporting? Thanks. I must add that the features of the Kaseya cloud far outweigh the negatives, and I am (mostly) a satisfied customer of Kaseya. Grin.

KLC Plugins Failing Download

n1ck1 — Mon, 05 Mar 2012 12:27:55 GMT

I am running a Mac with OSX 10.7.3 and Safari 5.1.3.

This is driving me crazy, I am trying to diagnose issues launching RC. RC stopped working for all agents a few weeks ago and I am going nuts trying to diagnose. I have deleted all of the KLC plugins from /Library/Internet Plugins/ and ~/Library/Internet Plugins/. I've reinstalled the PluginManager.pkg.

When I launch VSA on a host, i get " Updating Plugins", this seems to take forever and I get constantly get "Install Failed: DownloadFailed : UnexpectedHTTPStatus : 400". I need to log out and an retry. The download picks up from where it left off but the 10MB of plugins take over an hour to download with the constant errors.

I fear this the cause of the problems with RC but I can't see any other way of obtaining these plugins.

Any advice?

Kaseya Procedure Will Not Run Xcopy

Dennis J Halnon — Thu, 01 Mar 2012 20:45:29 GMT

In my quest to find some way to backup Outlook email files -- which is already quite vexing enough, I assure you, and I'm far from finding a solution that comes anywhere close to working -- I've run into a roadblock that may well be far worse.

It seems that Kaseya procedures will not run an Xcopy command. If I use it in a shell command, nothing happens. At all. It's ignored.

I've noticed others remark on this in the forums. Apparently this has something to do with "Use Credential" and "Impersonate User," however, I have no idea what any of that means. No clear explanation of either of these exists, that I can find, nor can I find any clear examples of how they're to be used in a procedure. I further have no idea why Kaseya procedures do not run using the Agent credentials which have already been entered, and have no idea how to get them to run a command that way.

As an aside, for the life of me, I cannot comprehend why a simple file-copy operation has to be so hard. File copying is one of the most basic things computers do.

SaaS Operations Notification

Kate O'Riordan — Wed, 29 Feb 2012 09:36:31 GMT

"We have identified a logging issue affecting some users on some saas servers who use logon.kaseya.net or itcenter.kaseya.netto sign in." We are working diligently to restore service.

In the meantime, as a workaround, please use the direct URLs (eg http://saas8.kaseya.net, http://saas9.kaseya.net and http://saas10.kaseya.net etc) to log in. If you still have problems logging into your Cloud account, please submit a Support ticket indicating you have already tried the workaround above.

We apologize for any inconvenience"

Saas1.kaseya.net unreachable again...!

DrBashir — Mon, 27 Feb 2012 14:40:55 GMT

Hi,

Saas1 seems unreachable again. Can't login, even of done through the normal login page, I get redirected to saas1-cdn.kaseya.net, which is responding with a "Service not available".

And its not the first time that this happens, each time is about 5 to 10 minutes of downtime.

Please advise!

Edit: Saas1 seems to be reachable again, just like other day's.

'Contact Administrator' ticket page broken in Firefox 6+

sybawebjay — Sat, 18 Feb 2012 11:27:29 GMT

We're on IT Centre MSA Hosted. Most of our clients have Firefox as their default browser. The webpage cuts off most of the content.

This seems to be due to use of document.height in the javascript:

		function resizeScreenDiv(){
			var screenDiv = document.getElementById('screenDiv');
			var documentHeight = document.height;
			screenDiv.style.height = (documentHeight-75) + 'px';	//subtract header (50), links (20, and frameborder (5)
		}

Firefox has dropped support for this since version 6: https://bugzilla.mozilla.org/show_bug.cgi?id=585877

A quick and easy fix would be to update the function to check whether documentHeight gets defined and try to set it another way if it isn't:

=      function resizeScreenDiv(){
=                   var screenDiv = document.getElementById('screenDiv');
=                   var documentHeight = document.height;
+                            if ( documentHeight == undefined ){
+                                var documentHeight = document.body.clientHeight;
+                           }
=                    screenDiv.style.height = (documentHeight-75) + 'px';    
=     }

BUDR Feature in IT Center

Fletcher — Wed, 08 Feb 2012 15:50:56 GMT

Has anyone seen a release date or roadmap for BUDR in IT Center? I hear it is soon but have not seen anyone talking about it.

Organization Notes

Matt Elsberry — Wed, 25 Jan 2012 12:22:25 GMT

I have learned the repercussions of not documenting information about the general make up, operations, etc... of my different clients. I would like to be able to enter this documentation into Kaseya for the luxury of not having to open more programs or windows. However, I find that the "Notes" section is limited to a per-machine basis. I started looking for other places to stick notes that would encompass an entire organization. All I found was the "Custom Fields" tab, located under System>Orgs/Groups>Manage. It was working okay for me until my notes extended below the page. The page did not expand as I added content.

I am sure that I am not using this area as intended, so a scroll feature probably was never considered. My question is: How is everyone else (if any) handling documentation or notes within IT Center? AND, is there any feature like this on the road map in future releases?

Thank you,

IT Center Reporting from real users

Geeksikh — Tue, 17 Jan 2012 03:01:29 GMT

I am new to IT Center and would love to hear from real users on exploring the limits of Reporting in IT Center.

There will be customers who will be satisfied with Exec Summary and others who need details of what work in being performed on their clients.

I run a couple of custom procedures to update apps using Ninite and some would like to report on weekly maintenance procedures like their success/failure. Based on feedback from customers the detail oriented ones would like to frequency of the procedures.

I wanted to hear from people who have pushed the limits of IT Center Reporting to see what all is possible and if the goals above are feasible and if someone can speak to their experience (real IT center users).

Thanks for your participation and look forward to healthy dialog as I believe that sharing expands and strengthens the entire community.

Regards,

Geeksikh

Kaseya New Features Survey | ONLINE NOW

Chad Gniffke — Tue, 10 Jan 2012 17:56:11 GMT

Cloud Customers,

Your feedback on this survey would be very much appreciated: http://community.kaseya.com/xsp/f/36/t/13993.aspx

Live Connect: Establishing Connection

Jerry Battaglia — Fri, 30 Dec 2011 20:18:59 GMT

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.

agent procedures coming up as blank

4ward Computers — Tue, 27 Dec 2011 06:14:08 GMT

schedule/create is coming up blank. Anyone else have the same problem?

Pending Procedures on Templates

Jerry Battaglia — Thu, 22 Dec 2011 16:36:21 GMT

I noticed the other day that I had inadvertently selected a template while running a procedure (probably selected All without unchecking the template) and the procedure has been running on every new workstation I deploy an agent to based on that template. No big deal, I just cancelled it, but then I wondered how many other procedures were attached.

When I checked Pending Procedures for a template, I noticed a few things that I could explain similar to above, but then I found dozens of MONSET$###### procedures. I know these are what are used to attach monitor sets, but many of these were dated back to October 2010 when I first started using the product. I know that I've changed monitor sets a lot since then, so now I'm wondering if some of these are stale and whether I should worry about them? I may be over-thinking this, but I like to keep things as clean as possible in Kaseya.

If anything, I'm now more aware of making sure I don't select the template when I only want to run a procedure on existing machines.

SaaS2 Database Connection Error/Cannot Login

leadingit — Thu, 15 Dec 2011 03:10:17 GMT

SaaS2 Database Connection Error/Cannot Login

RequestTimeOut

TeQ99 — Wed, 14 Dec 2011 09:30:05 GMT

Already asked this question before but no response.

Even asked it to kaseya netherlands the didn't even bother to reply to my email

I'm trying to edit my Agent procedures and all i get is

RequestTimeOut Queue:: scripting IP:: 10.200.30.107 Seconds::30

We log on to the saas7.

Whats wrong?

SaaS2 Down

leadingit — Mon, 12 Dec 2011 15:05:05 GMT

Saas2

login security issue

joepkoek — Mon, 28 Nov 2011 13:03:02 GMT

Hi,

We are evaluating Kaseya. We want to use it for remote monitoring and control. What our main concern is with Kaseya IT Center solution is the problem securing the logon. Once somebody has our login and our password, he would be able to take over control of our servers as well as our client's servers / workstations.

I think this is a huge security issue, when using the Kaseya cloud platform. A key logger on one of the systems where once is logged in to the Kaseya IT Center would be enough to compromise our systems as well as our customers systems. This would probably ruin our business.

What I would like to see is some kind of 2 factor authorization when logging in on Kaseya IT Center. This could be a client certificate or using an OTP hardware key.

Do you think this is an issue? How do you get along with this?

I would be glad to hear some experiences of others concerning this.

Regards, Geert.

IT Center -- just another profit center, or getting Kaseya love?

MKInc — Fri, 18 Nov 2011 17:53:19 GMT

I was invited to participate in a Tech Ed web seminar today from Kaseya. It was enlightening and overall a great demo. The focus of today's seminar was Policy Management, which makes management of multiple clients MUCH easier. You can set policies specific to any view that you can define in Kaseya for the agent procedures, schedules, agent management, etc..... in other words, a MUST HAVE feature.

The speaker kept on saying how great this feature was and how easy it was to apply to your Kaseya installation. In fact, the Policy Management module is a FREE download available to apply immediately.

I hope you see where I am going with this.

This great, MUST HAVE feature is NOT AVAILABLE YET on IT Center.

So, I ask in the webinar chat, is it PLANNED for IT Center users. No response.

I go into the old articles here in the forum to track down the link to find Kaseya's planned release cycle. I find the link and read through all the great stuff that is now available. Unfortunately no info on availablity of this great stuff in Kaseya IT Center.

Could we PLEASE get a list of items being worked on for IT Center, and it doesn't need to have a planned deployment date on it, just a list in order of what is getting worked on. I want to be able to see if my desired feature is even in development or even on the list for inclusion for eventual release to IT Center.

The lag time in features getting pushed to IT Center is getting longer and longer it seems. I appreciate that overall IT Center has become more stable over the iterations, but in order for me to grow my support services, I need to be able to compete with the big guys. IT Center promised me the ability to grow my services to more clients without me having to worry so much about my own infrastructure, but if I can't offer the same services that a self-hosted installation can offer, it just doesn't stack up. My monthly subscription costs are going up in IT center, but I am not seeing a larger return on my investment over time.

Maybe you have already provided this link, but while searching for it today I wasn't able to find it.

Is there a product feature list for IT Center to show us what is being planned? I realize you don't want to spill secrets to your competitors, so how about just showing us features already available in the self hosted product, and the planned order of incorporation into IT Center. Like I said, I just want to see whether my favorite feature is towards the top of the list or way down on the list. The date of implementation is not as important to me because I want IT Center to remain stable above all else.

Thanks, and I apologize if this sounds like another rant. It is more of a frustration than a rant.

KSDU

Hendrick Networks — Thu, 17 Nov 2011 15:26:47 GMT

What is the status of the third party patching? According to the press releases this was supposed to be out last week. I'm learning that I can't take the press releases at their word. I have customers that are interested. Anyone have updates on this?

Location of Kaseya Scripts

Sander — Thu, 27 Oct 2011 11:22:42 GMT

Hey,

can anybody tell me where to find the Kaseya scripts?
I mean, when i log in to Kaseya and creat a script at the script tab, this must be a file or something and i should find it somewhere on the Kaseya server right?

I also searched in the SQL database but couldnt find it. Maybe its there and i just didnt see it.

You would help me a lot if you know the answer^^

Thank you.