Gathering Agent Logs For Connectivity Issues

Question

What agent connectivity logs can I provide Kaseya to expedite support requests of this nature?

Answer

You can provide Kaseya Support with the following logs, but you can also gather them using this KB article.

Windows MachinesC:\Program Files (x86)\Kaseya\[AgentInstallDir]

  • AgentMon.log
  • KasError.log
  • KaseyaD.ini

OS X/Library/Logs/

  • KasError.log

Linux[AgentInstallDir]/var/logs/

  • KasError.log

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): 

/var/log/messages
/var/log/Syslog

Note: Default Linux Agent install path for Linux Agents is in /opt/Kaseya/<Agent-Instance-Guid> 


Applies to: Kaseya Agent (all types & versions).

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