Description
Resolution for users experiencing issues with agents not updating to the latest version in the Kaseya platform. Suggested helpdesk user Level 1. Estimated time to resolution: 10 to 30 minutes
Issue Synopsis
Users may notice that after scheduling updates, Kaseya agents continue to display the old agent version number. This issue can occur if the installer is outdated on the server, if the installer failed to run on the target machine, or if the machine requires a reboot before the new version can take effect.
Resolution Summary
The resolution involves verifying that the agent installer on the Kaseya server is current, checking installation logs on target machines, and scheduling a reboot where necessary. If these steps do not resolve the problem, a support ticket should be created with Kaseya.
Resolution Steps
Verify server installer (On-Prem VSA Only)
On the Kaseya server, navigate to:
C:\Kaseya\webpages\managedFiles\VSAHiddenFiles\pcInstallLocate the file kagentsilent.exe and check the date stamp. It should match the last time the server was updated.
If the date is old, the installer has not been updated.
Rename the existing kagentsilent.exe to .old before re-running the Kaseya server installer. This ensures the new file is correctly delivered.
Check installer log on target machines (On-Prem VSA Only)
Search the target machine for a file named KASetup.log. This file may be in multiple directories, it is best to search for the file directly.
If found, open the log to confirm whether the installer ran and review for any errors.
If the file is missing, the installer did not run on the machine.
Reboot requirement (SaaS and On-Prem VSA)
The agent installation is silent on the target machine, so any dialogs (such as a reboot request) are hidden from the user. If agent files are locked during the update, a reboot may be required to complete the process.
Machines will eventually apply updates after a reboot. If immediate resolution is required, schedule an agent procedure to restart the machine.
Warnings and Callouts
Always back up the existing installer before replacing it by renaming the file to .old.
Searching for KASetup.log may take time, as its location varies across systems.
Users will not see a reboot prompt during silent installations.