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R9.3 KLC 404 Startup Error Code

PROBLEM
When using KLC to connect to an endpoint, an error message is thrown stating: "Error: The request failed with status code: 404." Also, when reviewing the MakeSelfSignCert logs(See log location below), this error is shown:

[ApplicationRunnerBase] Fatal exception encountered
..\MakeSelfSignedCertApplication.cpp(174): Throw in function int __cdecl Kaseya::MakeSelfSignedCertApplication::RunApplication(void)
Dynamic exception type: struct Kaseya::Utility::RuntimeException
No mapping between account names and security IDs was done (system:1332)

Log Location: C:\Windows\System32\config\systemprofile\AppData\Local\Kaseya\Log\MakeSelfSignedCert.exe folder on Kaseya VSA server

CAUSE
This is an issue where the VSA install certificate does not install correctly immediately after upgrading to R9.3. The certificate is needed to begin all authentication requests that KLC uses.

WORKAROUND / RESOLUTION
The workaround is to run Reapply (or Reinstall) Database Schema. This will kick off the process to reassign the certification to the VSA server. IMPORTANT: Running Reapply (or Reinstall) Schema can temporarily bring down the Kaseya VSA server while the process completes. Please schedule a 20-30 minute maintenance window for the completion of this process.

Screenshot_2016-05-12_09.03.02.png

ADDITIONAL INFORMATION
Reapply Schema will permanently fix systems which have already been affected. The Kaseya Development team are investigating how to prevent future installations from being affected. This KB article will be updated with the patch version as to when a code fix is released.

Please note, if the above steps do not resolve the problem, please create a new support ticket and include the following logs in a zip file:

From the VSA Server
C:\ProgramData\Kaseya\Log\KaseyaEdgeServices\
C:\Kaseya\api\v1.0\logs\
C:\Windows\System32\config\systemprofile\AppData\Local\Kaseya\Log\MakeSelfSignedCert.exe\
C:\Kaseya\WebPages\install\makecert.txt

From the Endpoint (Agent) Machine
Windows:
C:\Program Files (x86)\Kaseya\[AgentInstance]\AgentMon.log
C:\ProgramData\Kaseya\Log\KaseyaAgent\Instance_[AgentInstance]\

Mac:
/Library/Logs/com.kaseya/KaseyaAgent/
/private/var/log/system.log

Reference: #129412 / RC-1631 / DEVOPS-181

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