Live Connect Log File Locations

To investigate most issues with Live Connect (KLC), Kaseya Support will require logs from the following locations:

Viewer (the computer that KLC session is initiated from):

Live Connect and Admin Endpoint Logs:

• Windows 7 and later:          C:\Users\[username]\AppData\Local\Kaseya\Log\KaseyaLiveConnect

• macOS:                                 ~/Library/Logs/com.kaseya/KaseyaLiveConnect/

Agent (the computer that KLC session is connecting to):

Agent Endpoint Service Logs:

• Windows 7 and later:         C:\ProgramData\Kaseya\Log\Endpoint\
• macOS 32-bit:                    ~/Library/Logs/com.kaseya/Endpoint/
• macOS 64-bit:                    ~/opt/kaseya/INSTANCE_ID/logs (need entire folder)

If there are no files present in the above locations, the following logs will be needed:

Agent Service Log (Windows) or System Log (MacOS): 

• Windows:                              C:\Program Files (x86)\Kaseya\[serverGUID]\agentmon.log
• macOS 32-bit:                      /var/log/system.log
• macOS 64-bit:                     ~/opt/kaseya/INSTANCE_ID/logs (need entire folder)

Agent Install Log:

File location depends on OS and whether it was fresh install or upgrade from the earlier version. Details can be found here.

VSA Logs (if on-premise)

Edge service:     C:\ProgramData\Kaseya\Log\KaseyaEdgeServices\

API:                       c:\Kaseya\api\v1.0\logs\

                              c:\Kaseya\api\v1.5\endpoint\logs

                              c:\Kaseya\api\v1.5\endpoints\logs

Certificate creation:

• C:\Windows\System32\config\systemprofile\AppData\Local\Kaseya\Log\MakeSelfSignedCert.exe\
• C:\Kaseya\WebPages\install\makecert.txt 

Verbose Endpoint Service Logs

In some cases, Support may request "verbose" Endpoint logs to troubleshoot complex problems. In this case, proceed as follows.

1. Copy attached file (KaseyaEndpoint.config) to this folder on the agent machine - C:\Program Files (x86)\Kaseya\[serverGUID]\Endpoint
2. Restart "Kaseya Endpoint service"
3. Reproduce the problem
4. Capture fresh Endpoint service log from here - C:\ProgramData\Kaseya\Log\Endpoint\Instance_[serverGUID]\KaseyaEndpoint
5. Remove the config file, and restart the service once again

If the problem is intermittent, please state the exact time that the problem last occurred. 

Applies to

Kaseya VSA - R9.3+