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Troubleshooting KRC performance issues

SYMPTOMS

  • Kaseya Remote Control (KRC) session has poor screen refresh times, or responds slowly to keystrokes or mouse movements sent from viewer

  • network latency stats in top right of viewer window shows several hundred milliseconds or more

  • initial connection time is slow (more than 5-6 seconds)

 

CAUSE

Problems may be caused by one or more of the following conditions: -

  • network latency at viewer and/or agent location

  • peer-to-peer (P2P) connection cannot be established due to network restrictions

  • low system resource (e.g. CPU, RAM) on viewer or agent computers

  • VSA R7 has a documented problem with video performance affecting certain OS/graphics adapter combinations

 

SOLUTION

Use the following steps to troubleshoot poor remote control performance: -

 

  1. to isolate the problem, compare performance when connecting to and from different computers and network locations

  2. if using VSA R7, click here for more information about known video performance issue

  3. if viewer shows high network latency: -

    • check if P2P connection is established
    • use “ping” tests to determine if viewer and/or agent has slow internet connection
  4. if the problem affects a specific network location (viewer or agent side), check if other network applications have performance issues

  5. if the problem affects a single viewer or agent computer, check for high RAM or CPU usage - ensure that the performance issue does not occur on the machine itself

  6. connect with “legacy” Kaseya remote control (K-VNC) using Remote Control > Control Machine, click on hyper-linked agent ID - is performance issue seen here too?

 

FURTHER INVESTIGATION

If the issue is unresolved after completing the steps above, please provide Kaseya support with the following information: -

 

  1. complete description of the issue: -

    • exact symptoms, including network latency reported by viewer
    • number of agents / network locations affected
    • does problem occur when connecting from different network locations?
  2. is P2P connection established?

  3. network details from viewer and agent side: -

    • type of internet connection
    • “ping” response times from external addresses
  4. KRC logs from viewer and agent machines, captured just after reproducing the problem

 

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



APPLIES TO

Kaseya VSA (R7 and above)

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