Several KES customers have experienced problems with the AVG client failing to take instructions from the Kaseya agent. Symptoms of this problem appear as failure to get new signature updates or failure to accept profile changes.



Prior to initial KES release, this problem did not show up in our internal testing or in the field during beta testing. The problem resulted from a recent AVG update causing the AVG service to interact differently with the Kaseya service.



We have posted a hotfix that changes the service relationship between the two services and prevents the failure from ever occurring again.



While the hotfix does prevent this problem in the future, it cannot restore the communication failure for any end points currently experiencing the problem. Restoring those endpoints requires several steps including two reboots. We have created some scripts to fully automate this process for you. Because of the required reboot, we could not automatically deploy and execute these scripts. Please follow these steps to restore communications on effected end points:




  1. Verify your system has the latest hotfixes. Click the Check For Hotfix
  2. [/b] button on the Configure function under the System tab. Refresh this page until Checking no longer appears. Note:[/i] You must have the latest hotfixes in place before proceeding to step 2.
  3. Import the AVG Update Fix
  4. [/b] script (included below)
  5. Schedule this script on effected machines. This step clears out old data that is blocking communications. WARNING
  6. [/i] – this script reboots the machine without warning.
  7. Go to the Updates
  8. [/b]function [/b]under the Security tab and schedule update to run on effected machines.
  9. Finally, schedule another reboot on all effected machines. Be sure to schedule this reboot to run after the update in step 4. This final reboot installs components downloaded during step 4.


In addition to the above, this hotfix also addresses a problem some systems had processing log data when the logs grew very large.



We are working on an additional hotfix, due out next week, to address the last known KES problem. The cookie selection profile option is failing to take effect on some system.



In keeping with Kaseya practice, we will fix any issue found in a timely fashion and work with our security vendor to provide improvements as we see a need. We are fortunate to be working with a vendor that understands our business, has an engine of the class that can deliver the features we all expect and genuinely wants to be a leader in this field. Grisoft have been very responsive to our needs.



We expect the Kaseya Endpoint Security module to continue to improve over the couple of months with a complement of new features added in the next point release. We will inform you of timing, features and functionality in an information update later this summer.



We apologize for the inconvenience these three issues may have caused.



Thank you for your continued support of Kaseya.





Script Name: AVG Update Fix

Script Description: When AVG updates fail to update because the service is stuck, run this script to restart the update process. Warning: this script will reboot the endpoint.



IF Check Registry Value

Parameter 1 : HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\AVG7Uninstall\Directories\dir_AvgData

Exists :

THEN

Get Variable

Parameter 1 : 0

Parameter 2 : HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\AVG7Uninstall\Directories\dir_AvgData

Parameter 3 : avgDir

OS Type : 0

Get Variable

Parameter 1 : 0

Parameter 2 : HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\AVG7Uninstall\Directories\dir_AvgDir

Parameter 3 : dirAvgDir

OS Type : 0

Execute Shell Command

Parameter 1 : rmdir "#avgDir#\avg7upd\backup" /S /Q

Parameter 2 : 1

OS Type : 0

Execute Shell Command

Parameter 1 : rmdir "#avgDir#\avg7upd\install" /S /Q

Parameter 2 : 1

OS Type : 0

Execute Shell Command

Parameter 1 : rmdir "#avgDir#\avg7upd\install.1" /S /Q

Parameter 2 : 1

OS Type : 0

Execute Shell Command

Parameter 1 : rmdir "#avgDir#\upd7bin" /S /Q

Parameter 2 : 1

OS Type : 0

Execute Shell Command

Parameter 1 : del "#dirAvgDir#\wait4sd" /S /Q

Parameter 2 : 1

OS Type : 0

Reboot

OS Type : 0

ELSE


Legacy Forum Name: KES Issues and Resolutions,
Legacy Posted By Username: jimalves