What agent connectivity logs can I provide Kaseya to expedite support requests of this nature?
You can provide Kaseya Support with the following logs, but you can also gather them using this KB article.
Windows Machines: C:\Program Files (x86)\Kaseya\[AgentInstallDir]
OS X: /Library/Logs/
Note: Any system.log entries related to the Kaseya Agent and/or AgentMon:
Gather more verbose-outputted information for better diagnostics by doing the following on affected systems:
1- Run the following command to do so:
# echo 0x3ff > /opt/Kaseya/[AgentInstallGUID]/tmp/kAgentMask
2- Restart the agent if possible.
3- Send us the Syslog from this system after that in a zip archive in your ticket.
The Syslog will be in one of the following (check with your distro provider if not in either of these):
Note: Default Linux Agent install path for Linux Agents is in /opt/Kaseya/<Agent-Instance-Guid>
Applies to: Kaseya Agent (all types & versions).