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I receive a timeout error when attempting to access the KES 2.1 Install/Remove function

KKB WIKI

I receive a timeout error when attempting to access the KES 2.1 Install/Remove function

KKB WIKI

KB#: KKB000506

 

QUESTION

I receive a timeout error when attempting to access the KES 2.1 Install/Removefunction:

KES2.1 encountered an error while processing this page.

Please contact Kaseya Support if the problem persists.

The error may be lengthy but will begin with following verbiage:

Exception:

System.Reflection.TargetInvocationException:Exception has been thrown by the target of an invocation. --->NHibernate.ADOException: could not execute query…

AND will contain:

--->System.Data.SqlClient.SqlException: Timeout expired. The timeout period elapsed prior to completion of the operation or the server is not responding…

 

 

ANSWER

The KES 2.1 Install/Remove function utilizes a resource-intensive script in order to identify and display any conflicting anti-virus applications. The above error is indicative of server resources being over-taxed. In these cases, it is advised you evaluate your available resources and make necessary adjustments. However, when upgrading resources is not an immediate option, there are some steps you can take to help mitigate resource constraints for the KES 2.1 Install/Remove function. These may be completed independently or intandem, depending on the demands of your environment.

OPTION 1: Reduce number of machines returned:

1. View a different function within the Security tab (other functions within the Security tab are much less resource-intensive and will generally allow access even when the Install/Remove function returns errors).

2. Set the Machine ID, Machine Group, or View to limit the number of machines returned AND/OR

3. Adjust the number of visible rows to a smaller number

 

OPTION 2: Manually adjust the timeout:

1. Open ..\Kaseya\WebPages\AntivirusTab\SeedData\KES.config

2. Locate the line beginning <NHibernateCommandTimeout>. By default the line will read: <NHibernateCommandTimeout>30</NHibernateCommandTimeout>

3. The timeout, in seconds, is indicated between the brackets (in this example, 30 seconds). Adjust the timeout to 90 or more seconds.

4. Save the changes and close the file

5. Restart the KES application by navigating to http://<YourKaseyaServerAddress>/AntivirusTab/FailedToInitialize.aspx and clicking the Reset Application button

OPTION 3:Remove the check for conflicting applications:

1. Open ..\Kaseya\WebPages\AntivirusTab\SeedData\KES.config

2. Locate the line beginning <RunConflictingAppQuery>. By default the entire line will read: <RunConflictingAppQuery>True</RunConflictingAppQuery>

3. Change True to False

4. Save the changes and close the file

5. Restart the KES application by navigating to http://<YourKaseyaServerAddress>/AntivirusTab/FailedToInitialize.aspx and clicking the Reset Application button

 

MORE INFORMATION

 

APPLIES TO

KES, Kaseya Server, K2

 

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