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(KAV) Master: General Definitions/Detection Issues

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


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Definitions Are Not Updating/Virus Definitions Out-Of-Date

Applies To: On-Premise/SaaS

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

If the VSA is reporting that the endpoint's virus definitions are out of date, please run a manual update from the KAV module:

kav-manual-update.png

 

If the flag does not disappear, please confirm if the virus definitions are out-of-date on the endpoint. If they are not, please refer to the article below. If the issue persists, please contact Kaseya Support. 


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Defintions Up-To-Date On Endpoint, Not On VSA

Applies To: On-Premise ONLY

Applies To Versions: VSA 6.3, VSA 6.5, VSA 7.0, VSA 8.0, KAV6, KAV10

This will occur if there is an issue on the endpoint that causes the kaseya/kaspersky services to stop. A repair should fix this issue, however if it persists, please try a clean repair on the endpoint by following the steps below:

  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. Afterwards, please run a repair via the VSA on the endpoint. 

We also suggest you to go through the options available from below KB article

https://kaseya.zendesk.com/entries/91525667

If the issue persists, please contact Kaseya Support.


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Detection Alerts Constantly Sending Alert/Emails

Applies To: On-Premise/SaaS

Applies To Versions: VSA 6.3, VSA 6.5

This was a defect that was resolved in R7. Please upgrade at your earliest convenience.

Release_Notes_20140610_14-34-05.jpg


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Detections Display "szRestorePath" or "Unknown" Type

Applies To: On-Premise/SaaS

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

"szRestorePath" is generally displayed when the path string is too long. If there is a detection that is not in the Kaspersky database or a file type that Kaspersky does not recognize, it would show up in the Detections page as "Unknown". As per our help file: http://help.kaseya.com/WebHelp/EN/KAV/6050000/index.asp#13258.htm

 

If you have questions or if you encounter further trouble with the detections page, please contact Kaseya Support.


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Endpoint Incorrectly Report Having Active Threats

Applies To: On-Premise/SaaS

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

By design. threats that are detected in the Anti Virus > detections page are historical threats. The threats that are detected in this page do not change once detected. 

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