Troubleshooting

This topic explains various error messages with their meaning, cause and troubleshooting steps .

Note:The activity log can be found in C:\ProgramData\Kaseya\Log\Endpoint\Instance_XXXX\Tasks\ActivityLog

• Issue :Could not assign profile to agentGuid because it is currently using Patch Management.
  • Cause :
    On the Software Management >> Settings page, you can stop SM from running on a machine if Patch Management is being used to manage patching. If this option is enabled, this message will be displayed. To check if the machine is attached to Patch Management go to Software Management >> Machines>>Attached to Patch Management.
  • Solution :
    If you wish to continue patching with Patch Management and also using Software Management, disable the check on the Settings page.
    Alternatively go to the Patch Management module and remove any scans or Auto Update schedules that are in place. Additionally, you can right click on the machine in the Software Management >> Machines page and select Disconnect from Patch Management.
    

Note: If this message should come back, check that there are no Policies that may be re-assigning Patch Management scans.

• Issue :
  Error On Endpoint: An existing connection was forcibly closed by the remote host.
  • Cause :
    A network error occurred during the scan or deployment process. There are many reasons that this may occur – network outage or firewall/security device blocking access, etc.
  • Solution :
    Attempt the operation again. If this affects a single device occasionally, then it may be due to intermittent network issues. If all devices on a given network are affected occasionally, then it may be a site-wide network issue. If the device(s) are able to complete the task at some times, then it is likely an intermittent localised issue.
    You may wish to check the device’s agent logs to see if there are other signs of outages at the time that this message occurred.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue :
  Error On Endpoint: Couldn't connect to server.
  • Cause :
    This error occurs if the endpoint was unable to contact the VSA server during the operation.
  • Solution :
    This is usually an intermittent network issue. For the operation to have started, the agent must have been online and be able to connect to the VSA server, so this implies that during the operation, which can take several minutes, the network connection to the VSA server failed.
    Re-attempt the operation.

• Issue :
  Error On Endpoint: Error in deployProfile.patch: Error downloading Lumension binary files.
  • Cause :
    The files required to install the patch are not on the VSA server or failed to be copied down to the endpoint that is installing the patch.
  • Solution :
    Please perform the steps in this KB article and raise a support ticket. Adding the missing files to the VSA server is not something that can be done at a user level, so this will require Kaseya Support’s assistance to resolve.

• Issue :
  Error On Endpoint: Error in deployProfile.resumePatching: The system cannot find the file specified.
  • Cause :
    The files required to install the patch are not on the VSA server or failed to be copied down to the endpoint that is installing the patch.
  • Solution:
    Please perform the steps in this KB article and raise a support ticket. Adding the missing files to the VSA server is not something that can be done at a user level, so this will require Kaseya Support’s assistance to resolve.

• Issue :
  Error On Endpoint Error in deployProfile.scan: Error downloading Lumension binary files.
  • Cause :
    The files required to install the patch are not on the VSA server or failed to be copied down to the endpoint that is installing the patch.
  • Solution :
    Please perform the steps in this KB article and raise a support ticket. Adding the missing files to the VSA server is not something that can be done at a user level, so this will require Kaseya Support’s assistance to resolve.

• Issue:
  Error On Endpoint: permission denied.
  • Cause :
    This usually occurs when there is a file permission issue on the endpoint. It is possible that a file is in use, but more likely, a directory that is attempting to be written to has restrictive permissions and the files required to perform the operation cannot be written.
  • Solution :
    Open the Activity.log file in a text editor and search the term “permission denied”.
    The file/directory in question should be listed there. Check the permissions on the directory.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue:
  Error on Endpoint: SyntaxError
  • Cause :
    This is a generic error message. There are no specific steps to resolve this.
  • Solution :
    Please follow the steps in this KB article to collect the logs from the affected machine and raise a support ticket.

• Issue:
  Execution Timeout Expired.
  • Cause:
    There is a timeout built into the steps of the operations. If this is exceeded, this message will be displayed.
  • Solution : Check the Activity.log for the message “timeout” and see if you are able to identify the reason for the timeout.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue:
  Operation cancelled. This machine is using Patch Management.
  • Cause : On the Software Management > Settings page, you can stop SM from running on a machine if Patch Management is being used to manage patching. If this option is enabled, this message will be displayed. You can see if the machine is attached to Patch Management on the Software Management > Machines > Attached to Patch Management.
  • Solution : If you wish to continue patching with Patch Management and also using Software Management, disable the check on the Settings page.
    Alternatively go to the Patch Management module and remove any scans or Auto Update schedules that are in place. Additionally, you can right click on the machine in the Software Management > Machines > Disconnect from Patch Management.

Note: If this message should come back, check that there are no Policies that may be re-assigning Patch Management scans.

• Issue :
  Patch scan file failed to download.
  • Cause :
    The files required to install the patch are not on the VSA server or failed to be copied down to the endpoint that is installing the patch.
  • Solution :
    Please perform the steps in this KB article and raise a support ticket. Adding the missing files to the VSA server is not something that can be done at a user level, so this will require Kaseya Support’s assistance to resolve.

• Issue :
  Pre-Procedure failed.
  • Cause :
    In the deployment profile, pre- and post- update procedures can be specified. These will run before the install is attempted. If the procedure fails to execute correctly, this message is displayed.
  • Solution :
    Check the procedure specified for errors. Check the agent procedure logs for any clues as to why the pre-procedure failed to execute.

• Issue :
  Required package files not available.
  • Cause :
    The files required to install the patch are not on the VSA server or failed to be copied down to the endpoint that is installing the patch.
  • Solution :
    Please perform the steps in this KB article and raise a support ticket. Adding the missing files to the VSA server is not something that can be done at a user level, so this will require Kaseya Support’s assistance to resolve.

• Issue :
  The PatchPlayer did not initialize properly (SM1.0 only)
  • Cause:
    The “PatchPlayer” refers to the scanning engine. This message means that the scanning engine exe failed to run. There are a number of reasons that this can happen – this message does not <
  • Solution:
    This can be a transitive issue – the machine was restarted during the operation.
    Re-attempt the operation. If this is happening constantly on a machine, it can indicate that something is blocking the application from running. Check AV logs to ensure that the application is not being blocked from executing.
    You may also want to check the Windows Event logs to see if there are any references to the application failing.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue :
  The process cannot access the file because it is being used by another process.
  • Cause :
    This means that one of the files that are used for scanning or patching is locked.
  • Solution :
    The simplest solution is to reboot the machine and re-attempt the operation.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue :
  Timeout was reached.
  • Cause :
    There is a timeout built into the steps of the operations. If this is exceeded, this message will be displayed.
  • Solution :
    Check the Activity.log for the message “timeout” and see if you are able to identify the reason for the timeout.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue:
  Warning: Reboot skipped; reboot and rescan required.
  • Cause :
    If a patch requires a reboot and the deployment profile is set to not reboot, then the next time that a scan or deployment is run, the need for a reboot is detected and this message is displayed.
  • Solution :
    Reboot the machine in question and re-attempt the operation.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue :
  Cannot deploy because there is no Scan and Analysis profile associated with this agent.
  • Cause : In order to deploy to a machine, there must be a Scan profile assigned. If the deployment time occurs and there is not a scan profile assigned at this time, this message will be displayed.
  • Solution :
    Assign a Scan profile to the machine and re-attempt the operation.

Note:If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue: Error On Endpoint: Error in deployProfile.patch: The process cannot access the file because it is being used by another process.
  • Cause:
    This means that one of the files that are used for scanning or patching is locked.
  • Solution:
    The simplest solution is to reboot the machine and re-attempt the operation.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue :
  Error On Endpoint: Error in deployProfile.patch.
  • Cause :
    This is a generic error that can occur during patching.
  • Solution :
    Check the Activity.log for clues as to the cause of the issue.

Note:If you are unable to resolve the issue and need to contact support, please follow the steps in thisKB article to collect the logs from the affected machine.

• Issue :
  Error On Endpoint: Error in deployProfile.resumePatching: No such file or directory
  • Cause :
    A file required for the patching is missing.
  • Solution :
    Check the Activity.log for clues as to the cause of the issue.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue :
  Error On Endpoint: Error in deployProfile.scan: Error in startExecuteKaseyaScan: Bad zip file
  • Cause :
    The zip file that contains the scan files or deployment files is damaged
  • Solution :
    Re-attempt the operation.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue :
  Error On Endpoint: resolve host name :
  • Cause :
    The endpoint was unable to reach the server mentioned in the error, typically the VSA server.
  • Solution :
    This is usually a transitive issue, as the endpoint would have to be able to reach the VSA server in order to have started the operation.
    Reboot the endpoint and re-attempt the operation.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue :
  Failed to install
  • Cause :
    This is a generic error generated when an install fails and there is not a specific error returned.
  • Solution :
    Check the Activity.log for clues as to the cause of the issue.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue:
  Kaseya License file does not exist.
  • Cause :
    The kaseya.plk file is missing from the server or the endpoint. The plk file is a license file, stored on the VSA server and delivered to the endpoint. The endpoint checks that this file exists and is valid before performing any operations. If the file is not on the server, then it will not be delivered to the endpoint. If this is only affecting a single machine, it may indicate that something is blocking the file being delivered to the endpoint.
  • Solution :
    If the plk file is missing from the VSA server then please perform the steps in this KB article and raise a support ticket.
    If this issue is only affecting a single endpoint, reboot the endpoint and re-attempt the operation.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue :
  This machine is in a suspended state.
  • Cause:
    If the machine has been suspended in SM, prior to the operation beginning, then this message will be displayed.
  • Solution:
    If you want the machine to be suspended, then remove the profiles that are assigned. If the machine was suspended by mistake, unsuspend the machine.

• Issue :
  Warning: No reboot, email sent; reboot and rescan required.
  • Cause :
    If the machine has been patched, but a reboot has not yet taken place, then this error will be displayed.
  • Solution :
    Reboot the machine and re-attempt the operation.

• Issue :
  Cannot install the software on the 3rd-Party Software profile because this machine is not licensed for 3rd-Party software.
  • Cause :
    The machine is trying to install third party applications, but the machine is not licensed for 3rd Party Apps.
  • Solution :
    Remove any 3rd Party Profiles from the machine, or enabled 3rd Party Support. Do not assign 3rd Party profiles to machines that are not licensed for 3rd Party apps.

• Issue :
  Error On Endpoint: Error: Unexpected error occurred during PmClient run. Exit code: 2. Description: Error from Windows Update API
  • Cause :
    During the scan or deployment of Windows updates, the Windows Update API is used. If the Windows Update API returns an error, this message is displayed in the interface.
  • Solution :
    Test that Windows Update works via control panel.
    Check the windows event logs for any Windows Update messages.
    Check that the Windows Update service is running.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue:
  Error On Endpoint: Error: Windows Update Service is disabled. Please enable the service and ensure it is running on the endpoint.
  • Cause :
    During the scan or deployment of Windows updates, the Windows Update API is used. If the Windows Update service is not running, this message is displayed in the interface.
  • Solution:
    Test that Windows Update works via control panel.
    Check the windows event logs for any Windows Update messages.
    Check that the Windows Update service is running.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue:
  Error On Endpoint: Process did not finish execution within the specified time limit :
  • Cause :
    There is a 30 minute timeout for any operation to finish. If this time is exceeded, this message will be displayed.
  • Solution :
    Re-attempt the operation.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine

• Issue:
  Error On Endpoint: SyntaxError: Unexpected end of input
  • Cause :
    There was an error with the command passed to the endpoint.
  • Solution :
    Re-attempt the operation.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue :
  Error On Endpoint: SyntaxError: Unexpected token <
  • Cause :
    There was an error with the command passed to the endpoint. This is usually an API call returning an error message.
  • Solution :
    Re-attempt the operation.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue :
  Error when trying to install.
  • Cause :
    This is a generic error message. There are no specific steps to resolve this.
  • Solution :
    Please follow the steps in this KB article to collect the logs from the affected machine and raise a support ticket.

• Issue :
  Error within the install script so the install failed for
  • Cause :
    This is usually a result of a newer version of the installer being available on the vendor’s site. The download that was received is a newer version that the one in the catalogue. As there is a checksum in the installation script, the difference between the checksum in the installer script and the checksum of the downloaded file results in the deployment script failing.
  • Solution :
    Until the catalogue is updated, this message will continue to be displayed.

Note: Please follow the steps in this KB article to collect the logs from the affected machine and raise a support ticket.

• Issue :
  This install script took too long to execute so the install failed for
  • Cause :
    There is a timeout built into the steps of the operations. If this is exceeded, this message will be displayed
  • Solution :
    Check the Activity.log for the message “timeout” and see if you are able to identify the reason for the timeout.

Note: If you are unable to resolve the issue and need to contact support, please follow the steps in this KB article to collect the logs from the affected machine.

• Issue :
  Issue with connecting to VSA from the machine so the install failed for
  • Cause :
    This error occurs if the endpoint was unable to contact the VSA server during the operation.
  • Solution :
    This is usually an intermittent network issue. For the operation to have started, the agent must have been online and be able to connect to the VSA server, so this implies that during the operation, which can take several minutes, the network connection to the VSA server failed.
    Re-attempt the operation.

• Issue :
  Object reference not set to an instance of an object.
  • Cause :
    This is a generic error message. There are no specific steps to resolve this.
  • Solution :
    Please follow the steps in this KB article to collect the logs from the affected machine and raise a support ticket.