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(KAV) Master: General Profile Issues

Below is a list of general troubleshooting steps you can take to resolve issues with the management of Kaseya Anti-Virus Profiles. If any of the below procedures do not resolve your issue, please contact Kaseya Support at your earliest convenience.


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Profile "Out of Compliance" Flag

Applies To: On-Premise/SaaS

Applies To Versions: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10

This flag appears when the profile does not correctly apply to the endpoint. This is typically resolved by re-applying the profile to the endpoint.

kav-assign-profile.png

If the issue persists, please attempt a clean repair on the endpoint by doing the following:

  1. On the endpoint, rename the following folders:
    Program Files\Kaseya\Scripts\KAV to KAV.OLD (delete any other duplicate KAV folders that may exist within the Scripts folder)
    Program Files (x86)\Kaseya\Scripts\KAV to KAV.OLD (delete any other duplicate KAV folders that may exist within the Scripts folder)
    Program Files (x86)\Kaseya\ExtDLLs\KaLua.DLL to KaLua.DLL.OLD
    kav-kav-lua-files.png

    <kworking directory>\KAV to KAV.OLD
    kav-kworking-kav-folder.PNG

  2. Run a repair on the endpoint via the VSA
    kav-repair.png

 

If on 6.5, this issue is fixed as of 6.5.0.13. Please patch your kserver at your earliest convenience.

 

If the above steps do not resolve your profile issue, please contact Kaseya Support.


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Profile Does Not Appear In VSA For Certain Users

Applies To: On-Premise/SaaS

Applies To Versions: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10

Profiles are only visible if the profile was created by you or if the profile is assigned to a machine assigned to the scope you are using. For example, if you assign the profile to Machine A and this machine A is visible to another user, then they should also be able to see your profile.

 

If the above steps do not resolve your profile issue, please contact Kaseya Support.


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Exceptions/Trusted Apps Are Ignored on the Endpoint

Applies To: On-Premise ONLY

Applies To Versions: VSA 6.3, VSA 6.5, KAV6

 

This is a known defect that is present in 6.5. It has been resolved in 7.0 and on.

 

If the above steps do not resolve your profile issue, please contact Kaseya Support.


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Cannot Assign Existing Profiles to Endpoint.

Applies To: On-Premise/SaaS

Applies To Versions: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10

 

KAV6 Profiles are not compatible with KAV10 installations. As such, any KAV6 profiles will not appear as usable profiles when installing KAV10 on endpoints. Furthermore, please note that server profiles cannot be used on workstation endpoints on visa-versa.

 

If the above steps do not resolve your profile issue, please contact Kaseya Support.


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Cannot Copy/Duplicate Profile

Applies To: On-Premise/SaaS

Applies To Versions: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10

 

By design, a profile cannot be copied/duplicated by the user if they did not create the original profile in question.

 

If the above steps do not resolve your profile issue, please contact Kaseya Support.


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Profiles Do Not Apply/Automatically Get Removed

Applies To: On-Premise/SaaS

Applies To Versions: VSA 6.3, VSA 6.5

 

This issue is fixed as of 6.5.0.13. Please patch your kserver at your earliest convenience.

 

If the above steps do not resolve your profile issue, please contact Kaseya Support.


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Profile Not Updating/Saving When Editing Settings

Applies To: On-Premise ONLY

Applies To Versions: VSA 6.3, VSA 6.5, R7, R8, KAV6, KAV10

 

Please check if the Kaseya Anti-Virus is started on your kserver. You can do so by following these steps:

 

1. Log in to your Kserver.

 2. Click on the Start Menu.

 3. type "services.msc" in the input field

 4. Click on the "Services" link that appears in the search list.

 5. Scroll down the services list until you find "Kaseya Anti-Virus".

 6. Confirm that the service is stopped. If so, click "Start" on the left side of the Services Window or right-click the service and select "Start" from the drop-down menu.

kav-kam-services.PNG

 

If the above steps do not resolve your profile issue, please contact Kaseya Support.

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