BACKGROUND
Kaseya Remote Control (KRC) utilizes peer-to-peer (P2P) connectivity whenever network conditions allow it. If the P2P connection is not possible, a relay connection is used instead. Depending on physical locations of view, agent, and Kaseya server, relay connections may have significantly higher latency than P2P connections, causing poor video performance in the remote session.
To check if P2P was used for a particular connection: -
1. Locate KRC logs on “viewer” machine: -
- Windows XP and 2003: C:\Documents and Settings\<user>\Application Data\Kaseya\Log
- Windows Vista and later: C:\Users\<user>\AppData\Local\Kaseya\Log
- OS X: /Users/<user>/Library/Logs/com.kaseya
2. Within the log directory, open this file - \Kaseya Remote Control\Session_XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXX\KaseyaAdminEndpoint\KaseyaAdminEndpoint-yyyy-mm-ddThh-mm-ss+nn-nn.log - use time/date stamp to identify which log was created by a particular session
3. Successful P2P connection looks like this: -
[I2014-10-03T10:45:34.916284+01:00 74b8] [Ice YD74357K] Selected Candidate Pair 1 1 UDP 7D51E2FFFAA3E5FE (HUS00040000 Host 7D51E2FF fe80::8c19:b801:5b89:2824%3 56099) (HUS00020000 Host 7D51F2FF fe80::d43f:6a8a:a863:a03a 65432)
[I2014-10-03T10:45:34.916284+01:00 74b8] [Ice YD74357K] Ice Completed
[I2014-10-03T10:45:34.916284+01:00 120d4] [PeerToPeerTransportIce ISRRFEGO] Connected
[I2014-10-03T10:45:34.917284+01:00 74b8] [PeerToPeerTransportMultipleConnectionChannel YFJDBWPS] ICE Connected
[I2014-10-03T10:45:34.931291+01:00 74b8] [PeerToPeerTransportMultipleConnectionChannel YFJDBWPS] Connection modified
[I2014-10-03T10:45:34.931291+01:00 7dd4] [PeerToPeer 666442AFC23744259A67261D35DB92E5] Modified: UDP with fail over to Relay
An “ICE Failed” message means that P2P connection was not possible.
CAUSE
If the viewer and agent computers are on different networks, and their IP addresses are not directly routable, successful P2P connection relies on the following conditions: -
-
At least one end of the connection (viewer or agent) can connect to stun.kaseya.com on port 3478 (TCP and UDP)
-
On at least one end of the connection, the device providing network address translation (NAT) complies with internet standards to support P2P applications - http://www.rfc-editor.org/info/rfc5382
Some content filtering services block P2P traffic.
SOLUTION
Use the following steps to troubleshoot issues with P2P connectivity:
1. Test connection to and from different network locations to isolate the problem. If it works on some but not others, look for common components or configurations (for example, the same type of router or firewall)
2. Ensure at least one end of the connection can access stun.kaseya.com on port 3478 (TCP and UDP)
3. Check if a firewall or ISP at either end of the connection has content filtering or application layer security. If so, temporarily disable and check if this resolves the issue.
4. Check with NAT device vendors if devices support P2P applications
FURTHER INVESTIGATION
If the issue is unresolved after completing the steps above, please provide Kaseya support with the following information: -
1. KRC logs from viewer and agent machines: -
Agent Logs
- Windows XP and 2003: C:\Documents and Settings\All Users\Application Data\Kaseya\Log
- Windows Vista and later: C:\ProgramData\Kaseya\Log
- OS X: /Library/Logs/com.kaseya
Viewer Logs
- Windows XP and 2003: C:\Documents and Settings\<user>\Application Data\Kaseya\Log
- Windows Vista and later: C:\Users\<user>\AppData\Local\Kaseya\Log
- OS X: /Users/<user>/Library/Logs/com.kaseya
2. Network information from both ends of the connection (viewer and agent): -
- make/model of the device providing NAT
- make/model of firewall
- does a firewall or ISP provide content filtering? (if so, has KRC been tested with filtering disabled?)
3. Does P2P work when connecting to agents on different remote networks?
4. Does P2P work when connecting FROM a different network location?
APPLIES TO
Kaseya VSA (R7 and above)