Friday, October 21, 2011

Troubleshooting Kaseya Live Connect (KLC)

Things to try when Kaseya Live Connect (KLC) doesn't seem to be working...

In July I wrote a blog article about how to improve the performance of KLC by pre-installing the KLC modules on a scheduled basis.     With the release of 6.2, this is still a best practice.    If you have your own on-premise KServer (or you are on our K2 server), you should schedule the “Execute Deploy Live Connect” script every Friday between 3am-8am.   If you are on one of Kaseya’s hosted servers, you should schedule this to run every Saturday afternoon (> 3pm).    This will ensure that all your systems are already up to date when you need to remote control them.

This all works really well most of the time, but this blog is about what to do when things don’t seem to be quite working they way you want them to.

It takes two to tango as they say, and it is very true when trying to connect remotely to a computer using KLC.    The problem could be on your side (Admin), or the remote side (Agent).

Admin-side troubleshooting:

While Kaseya supports all the major browsers (latest versions preferred!), but our recommendation is to use Chrome or Firefox.  These two browsers make it fairly easy to un-install and re-install plug-ins.   For IE, it is a little more complicated.    Kaseya has a guide on how to do this for the first two here.   For Internet Explorer, refer to this KB Article.

The simple troubleshooting step here is to switch browsers and see if it works.  If it works well on a 2nd browser, then follow the above referenced steps and remove and re-install the plug-in on the first one.

Agent-side troubleshooting:

You start KLC and get the dreaded “Live Connect is updating the agent-side code….”?   Here is what you do next.

STEP 1:   BE PATIENT!   It is possible that the modules are not completely up to date, and Kaseya has to download and update them.     There are rare times, depending on bandwidth, that this could take over 10 minutes to install.   The problem is that the Live Connect process will time out after 10 min, so if you find it going longer, refresh your browser, it may have just timed out.

STEP 2:   Check to see that the Agent Procedures relating to installing KLC have executed, and executed successfully.   Inside KLC, click Agent Data module, and on the “Pending Procedures” tab, check to make sure that “Start KLC on xxx” has run, if it has, check the status and make sure that it was successful.  If both are true, try again, your browser process probably timed out.   If it is still yellow (pending), try to wait it out.

STEP 3:  Make sure that you have the latest version of the Kaseya agent installed (I wrote about this here).  Update it if necessary and try again.

STEP 4:   On the remote machine, kill the AgentMon.exe process, and restart it.

STEP 5:   If that doesn’t work, reboot the whole machine.  (Heck reboot your machine too while you’re at it!)

STEP 6:  Last Draconian measure… uninstall and re-install the Kaseya agent.
If none of the above steps work, you are probably dealing with an unusual situation, and taking troubleshooting further requires collecting log files and reviewing them for errors.   There is no easy explanation on how to do this, so open a ticket with us (or Kaseya) and we can help.

I hope this helps!

Happy Networking!


  1. This comment has been removed by the author.

  2. Thanks a lot for this. You are literally a life saver. I was completely freaking out with my Kaseya not working. I followed your steps and now its working. Thanks again.

  3. My love affair with Russell and Bromley goes way back to 2007, a time I have very fond memories of. Alexa Chung was the queen of the fashion russell & bromley indie scene, the NME was my bible, and Alex Turner had me besotted. When Chung stepped out in Russell and Bromley's russell & bromley uk classic Chester Loafer, paired with a dainty tea dress I knew immediately those loafers had to be mine. Since then Russell and Bromley have continued to be a place I go back to for wardrobe classics perfect russell & bromley outlet that are built to last. To the celebrate the spring collection I've picked out some new favourites that I'd have my eye on; the Xpresso Cross Over Flat, Jeansling Sling Back and a modern update on last summers raffia bag, Rafferty, all to style with current pieces cheap russell & bromley in my wardrobe. When I'm working from home I have a solid uniform of jeans and t-shirt; a combo comfortable enough to sit doing work in but with the quick addition of a slick shoe can also appear dressed up enough if I need to dash out. I've always been a shoe-girl; personally, I think they are the most important russell and bromley store accessory to invest in, not only because they're there to support you, but they can transform an outfit case in point; the humble jeans and t-shirt. The slingbacks are the ideal everyday heel height and offset the jeans off-duty raw hem while the cross over flats with their regal feel work well with ecru 90's fit denim.