Live Connect, Kaseya Remote Control, Quick View, User Portal

July 16, 2019

Quick Start Guide

Version R94

English

The purchase and use of all Software and Services is subject to the Agreement as defined in Kaseya’s

“Click-Accept” EULATOS as updated from time to time by Kaseya at

http://www.kaseya.com/legal.aspx. If Customer does not agree with the Agreement, please do not

install, use or purchase any Software and Services from Kaseya as continued use of the Software or

Services indicates Customer’s acceptance of the Agreement.”

Contents

Quick View ............................................................................................................................................. 1

Kaseya Remote Control ......................................................................................................................... 1

Recording KRC Sessions ...................................................................................................................... 3

Live Connect .......................................................................................................................................... 4

Agent/Asset Browser ............................................................................................................................. 7

Manage Servers ..................................................................................................................................... 8

Live Connect on Demand ...................................................................................................................... 9

Custom Extensions.............................................................................................................................. 11

Live Connect to SSH Assets ............................................................................................................... 12

Live Connect Mobile ............................................................................................................................ 13

Kaseya User Portal .............................................................................................................................. 16

Agent Badges....................................................................................................................................... 16

Live Connect (Classic) ......................................................................................................................... 16

Setting User Role Access Rights for Live Connect (Classic) ..................................................... 21

Customize: Live Connect (Classic).............................................................................................. 22

Customized New Ticket Link in Live Connect (Classic) ............................................................. 23

Quick View (Classic) ............................................................................................................................ 23

Portal Access (Classic)........................................................................................................................ 24

Setting Machine Role Access Rights for Portal Access (Classic) ............................................. 24

Accessing Portal Access (Classic) Remotely ............................................................................. 25

Enabling Ticketing for Portal Access (Classic) Users on Unsupported Browsers ................... 26

Index ..................................................................................................................................................... 27

Quick View

Hovering the cursor over a check-in icon displays an agent Quick View window immediately. You can

use Quick View to:

 View agent properties

 Start a shared or private Kaseya Remote Control (page 1) session

 Launch an agent procedure

 Launch Live Connect (page 16)

Kaseya Remote Control

Kaseya Remote Control is the primary remote control capability used throughout Virtual System

Administrator™. Kaseya Remote Control connects in seconds to remote machines that already have

Kaseya Remote Control installed. Kaseya Remote Control maintains a reliable, secure and encrypted

connection.

Starting Kaseya Remote Control

Click any agent icon that supports Kaseya Remote Control to automatically start or re-start it. You can

also hover over the agent icon to display Quick View (page 2). Click the Remote Control button to launch

Kaseya Remote Control. You can also click the Live Connect button in Quick View.

Types of Sessions

 Terminal Server Sessions - You can remote into a Terminal Server, then select a user session to

shadow. Shadow means the administrator shares the console session with the end user and can

provide assistance to the user. The Terminal Services role must be enabled on supported

Windows servers to use this feature and the group policy to shadow enabled.

 Private Remote Control Sessions - You can also use the Private Remote Control button in the Quick

View (page 2) window to launch a private session. Private sessions enable administrators to

connect to a machine, logon and remote control the machine without accessing the console. An

end user working on the same machine at the same time cannot see the administrator's private

session.

Features

 Supports remote control with or without a machine user being logged in.

Kaseya Remote Control

 Connects to the console session by default. If a user is logged on, the administrator shares the

console session with the user.

 Allows the administrator to select any additional monitors that may be running on the remote

system. Support viewing multiple monitors using different resolutions.

 Support for HiDPI Windows endpoints.

 Multiple view sessions can connect to the same agent machine, viewing the same monitor or

different monitors, so long as the endpoint supports multiple concurrent connections.

 Copies and pastes (CTRL+C and CTRL+V) plain text between local and remote systems. Both

systems share the same clipboard.

 Connects when a Windows machine is booted into Safe Mode with Network.

 Kaseya Remote Control sessions can be recorded. See Recording KRC Sessions (page 3).

Keyboard Mapping and Keyboard Shortcuts

Kaseya Remote Control is designed to act as if you are sitting in front of the machine you are

controlling. So if you are controlling a French machine, for example, your keyboard will act like a

French keyboard. This is fine if you have a French keyboard, but if you have a US English keyboard

some of the characters will be on different keys or might not exist. VNC has the same issue. The

following methods can be used to work with remote keyboards.

 Kaseya Remote Control supports the use of numerous native Windows and Apple shortcut

keys (https://helpdesk.kaseya.com/entries/58322696) on the remote machine. Keyboard shortcuts send

fixed characters to the remote machine, even if it uses a different language keyboard.

 Use the on-screen keyboard on the remote machine.

 Administrators can temporarily change the keyboard layout on the remote machine to map to their

local keyboard.

Logging

 Kaseya Remote Control events are logged in the Remote Control log on the Agent > Agent Logs

page. Log entries include the start time, end time, remote host ended the session, admin ended

the session, session was ended unexpectedly, length of session, session admin name, name of

the remote machine.

 You can set the number of days to maintain both the Kaseya Remote Control Log and the Legacy

Remote Control Log on the Agent > Log History page. An additional checkbox specifies whether to

archive these logs.

Reporting

 A built-in Kaseya Remote Control Log report part can be used to create Info Center reports and report

templates.

 A built-in Remote Control Log report template incorporates this report part.

Note: See Kaseya Remote Control Requirements

(http://help.kaseya.com/webhelp/EN/VSA/9040000/Reqs/index.asp#18007.htm).

User Interface

The basic layout of the Kaseya Remote Control user interface includes the following:

 The machine name displays at the top of the remote control session window.

 A narrow menu bar displays at the top.

 A session latency indicator shows the latency in milliseconds between the administrator’s local

machine and the remote machine.

 When connecting to Windows machines only, a ‘Send CTRL+ALT+DEL’ option displays in the

menu bar for remote logins.

 When multiple monitors are available on the remote machine, a drop-down list of monitors

displays and can be selected to display a specific monitor.

Recording KRC Sessions

 Closing the window disconnects the session.

Installing and Updating Kaseya Remote Control

Kaseya Remote Control is installed as a viewer/server pair of applications: the viewer on the

administrator's local machine and the server on the remote agent machine. The Kaseya Remote Control

server is installed as a component of the agent when a new agent is installed, or when the agent is

updated using Agent > Manage Agents.

If the Kaseya Remote Control application is not already installed on your local administrator machine,

when you start your first session a dialog prompts you to download and install it. If already installed and

a Kaseya patch release has made a later version available, a dialog prompts you to download and

install the updated version.

Recording KRC Sessions

Kaseya Remote Control sessions can be recorded. Recordings can be set by policy using the Remote

Control > User Role Policy and Machine Policy pages.

1. Start a KRC session from Live Connect.

2. Click the new Recording... button in the control bar to start the recording.

The recording ends when the KRC session ends.

3. View the KRC recorded sessions on the Agent > Agents > Screen Recordings page.

4. Click any of the listed *.webm video recording files to download it.

5. Run the *.webm file using any Kaseya supported browser.

Note: You can associate the *.webm file extension with your preferred browser.

Live Connect

The Live Connect app is a single-machine user interface that runs natively on your local machine,

independent of the browser you are using to log into the VSA. The Live Connect app is designed

using a Material Design look and feel.

 The first page you see is the Asset Summary page.

 Multiple icons along the left provide access to other menus or pages.

 You can click the add tab icon to work with multiple menu options for the same machine at the

same time.

 Most data lists throughout Live Connect can be filtered and sorted.

 Live Connect sessions continue without user interruption, even if the VSA user logs out of the

VSA or the VSA session times out.

 Enhanced Live Connect features do not display until agents are updated.

Note: This updated version of Live Connect replaces Live Connect (Classic) (page 16). Live Connect

(Classic) and Quick View (Classic) can be enabled by setting the Use new Live Connect when clicking the Live

Connect button in Quickview option to No in System > Default Settings.

Launching Live Connect

 If you hover the cursor momentarily over the agent icon, the Quick View window displays. You

can use Quick View to launch Live Connect.

 Ctrl+clicking the agent icon launches Live Connect immediately.

 The first time you launch Live Connect, you are prompted to download and install the Live

Connect app on your local computer.

 You can also launch Live Connect independently of the VSA using:

 The Agent/Asset Browser (page 7)

 Live Connect Mobile (page 13)

 A Custom URL Scheme (https://helpdesk.kaseya.com/hc/en-gb/articles/115002524068)

Live Connect

Menus and Options

 Asset > Asset Summary - Serves as the landing page. Provides basic information about the

managed machine.

 Machine Info - Lists basic information about the managed machine.

 Thumbnail View - The desktop of the currently logged on user displays in a thumbnail view, if a

user is logged onto the machine.

 Memory/CPU/Volume - Shows CPU %, memory % and disk space volume for the managed

machine.

 Agent Procedures

 Top 5 Processes

 Agent Procedures

 Top 5 Processes

 User Info

 Last 5 System Events

 Network Info

 Asset Info

 Asset > Asset Info

 Computer Information

 Disk Volumes

 Memory Devices

 Network Info

 On Board Devices

 PCI and Disk Hardware

 Port Connectors

 Printers

 System Info

 System Slots

 Time Information

 Asset > Documents - Maintains a list of documents stored on the Kaseya Server associated with

this machine. This same list can be maintained using the Audit > Documents page.

 Asset > Log Viewer

 Agent

 Alarm

 Monitor Action

 Configuration Changes

 Legacy Remote Control

 Kaseya Remote Control

 Asset > Patch Status

 Asset > Procedures

 History

 Logs

 Pending - You can run, schedule or delete a pending procedure. You can also select and

schedule a different procedure to run.

 Run

 Asset > Software

 Add / Remove

Live Connect

 Installed Apps

 Licenses

 Startup

 Asset > Users

 Accounts

 Credentials

 Groups

 Members

 Remote Control > Shared Session or Private Session - Initiates a Kaseya Remote Control (page 1)

session.

 Keyboard

 Monitor selector

 Latency indication

 Files - Provides a file manager for the remote machine.

Note: File transfer path length for Windows machines is limited to 255 characters.

Item Icons

Drive This item is a drive. The icon changes based on the type of drive. A tooltip

describes the type of drive.

Folder This item is a folder.

File This item is a file.

List Item Options

Download Downloads the selected file.

Rename Renames the select file or folder.

Delete Deletes the selected file or folder.

Move to Moves the selected file or folder to another folder.

Make a Copy Copies the selected file or folder

Header Options

Upload Uploads a file.

Create Folder Creates a new folder in the current folder.

Show Transfers Displays file transfers. Useful if the file is particularly large.

 Commands - Opens a command shell on the managed machine. Defaults to the system root

directory. Opens a terminal for Mac endpoints, providing a full Bash shell experience. The shell

defaults to an elevated privilege, so sudo is not required.

 Services - Lists services on a manage machine. You can stop, start or restart a service.

 Processes - Lists processes on a manage machine. You can stop a running process.

 Registry - Displays the registry of the managed machine ID. You can create, rename, refresh or

delete keys and values, and set the data for values.

 Event Viewer - Displays event data stored on the managed machine by event log type. Includes

links to corresponding Microsoft documentation for each logged event ID. Event Viewer data does

not depend on Agent > Event Log Settings.

 Ticketing - Displays and creates tickets for the managed machine. Displays and creates tickets for

Ticketing module tickets or tickets and knowledge base articles for the Service Desk module,

depending on which module is activated

(http://help.kaseya.com/webhelp/EN/KSD/9040000/index.asp#5478.htm).

Agent/Asset Browser

Note: Both the service desk and the organization or machine must be a member of the Anonymous

scope (http://help.kaseya.com/webhelp/EN/VSA/9040000/index.asp#4578.htm) to display Service Desk

tickets in Live Connect and Kaseya User Portal.

 Chat - Initiates a chat session with the currently logged on user of the managed machine. You can

invite other VSA users to join your chat session. A chat session using the Live Connect is

independent of the legacy Remote Control > Chat page.

Note: See Live Connect Requirements

(http://help.kaseya.com/webhelp/EN/VSA/9040000/Reqs/index.asp#37313.htm).

Agent/Asset Browser

Agent/Asset Browser window is a separate window that displays when you click the add tab icon in

Live Connect. By default, a list of agent machines displays, based on your assigned VSA admin scope.

Click any agent in the list to launch a separate Live Connect app session for that machine. You can

launch as many concurrent Live Connect sessions as your local machine's memory will support.

Rows are grayed out if the agent has not been updated to the latest supported version.

Browsing Agents

The Agent Browser shows a listing of Agents by default. Menu options for the Agents list include:

 Asset Summary Displays the Asset Summary page in Live Connect for the selected

machine..

 Remote Control Starts a Kaseya Remote Control (page 1) session for the selected machine.

 Files Displays a file manager for the selected machine.

 You can also click the three dots icon to display additional options.

Manage Servers

Browsing Assets

The Asset Browser can also show a listing of assets managed by your VSA. This includes both agent

machines and non-agent assets. Non-agent assets can be created when discovering network

devices using the Discovery (http://help.kaseya.com/webhelp/EN/KDIS/9040000/index.asp#10619.htm) module.

To switch to the Assets view, use the drop-down filter on the Agent/Asset Browser page. To view basic

information for a listed asset—agent or non-agent—click the asset info icon in the row of that

asset.

Searches

A single search field supports searches for both agents and assets in the Agent/Asset Browser window.

Entering a string is matched against the following properties:

 agent name

 asset name

 machine group

 agent organization

 currently logged in user

 last logged in user

You can limit search using the following format:

 agent:<searchterm>

 asset:<searchterm>

 groupname:<searchterm>

 orgname:<searchterm>

You can also use the filter icon to select an agent view definition filter.

Manage Servers

You can also display the Agent/Asset Browser (page 7) window without logging into the VSA by

running the Live Connect application from your local machine.

 A Manage Servers app displays. The Manage Servers app maintains the list of VSAs you have VSA

admin access to.

Live Connect on Demand

 Click any VSA you've added to the list. A login window displays.

 Enter your VSA admin credentials for that VSA.

The Agent/Asset Browser ('Start a new session') windows displays.

Live Connect on Demand

Live Connect on Demand installs temporary agents on machines. Temporary agents allows Live

Connect (page 4) to be used temporarily on a machine, up to a maximum of 12 hours.

 Live Connect on Demand requires the target machine have internet access.

 After the temporary agent session ends, the temporary agent is automatically uninstalled from the

machine. As with regular agents uninstalling may take a few minutes to completely remove the

temporary agent.

Procedure

1. Use the Agent > Live Connect on Demand > Configuration to configure settings that apply to all

temporary agent deployments.

2. Start a Live Connect session using any agent.

Live Connect on Demand

3. Add a new tab to display the Asset Browser (page 8) ('Start a new session') window listing all the

machines you are authorized to manage.

4. Click the monitor icon on the far left of the control bar.

5. In the Live Connect On Demand optionally include a Customer Name and Notes. These display in

reports using the Temporary Agent Audit report part.

6. Select one of three methods for sending the download link to the user to install the temporary

agent on a machine.

Note: The unique session code included with the download link is only valid for specified number of

minutes.

 Send Email - Sends an email to the specified customer email address. The machine user

clicks the link in the email message to begin installing the temporary agent. The format of the

email message is based on the email template maintained using the Agent > Live Connect

on Demand > Configuration page.

 Copy to Clipboard - Copy a link to your clipboard. You can subsequently paste the link in a

message sent to the machine user. The machine user clicks the link in the message to begin

installing the temporary agent.

 Done - Before clicking this option, provide the machine user with the unique session code

displayed with this option. Instruct the user to point their browser to the authentication

request service URL. The machine user enters the unique session code you provided on

that browser page to begin installing the temporary agent.

Custom Extensions

7. In the VSA look for agent icons adorned with a red clock badge to identify temporary agents.

8. To select an existing temporary agent to work with in Live Connect return to the Start a new session

tab. My Agents lists temporary agents created by the currently logged in VSA user. All agents lists

all temporary agents your scope allows you to see. For each temporary agent listed you can:

 Connect - Starts a Live Connect session with a selected temporary agent.

 Cancel - Uninstalls a temporary agent from its remote machine before the maximum number

of minutes allowed expires.

9. Review Live Connect on Demand activities in the following locations:

 Metrics on the Agent > Live Connect on Demand > Dashboard page.

 Publish a report that includes the Temporary Agent Audit report part. This includes both

installed and uninstalled temporary agents.

 The creation of Live Connect on Demand install packages are listed on the Agent >

Administration > Application Logging page.

Custom Extensions

Custom extensions provide Live Connect users with a repository for uploading executables to the VSA.

Stored executables can then be downloaded and executed during a remote control session using just

a single click. This includes 'non-executables' such as MSI installation files and Powershell scripts.

Live Connect to SSH Assets

 If a remote control session is started, the executable runs under the user account associated with

that remote control session.

 If a remote control session is not started, the executable runs under the system account.

 An executable can also be "run as administrator". In this case the executable is run as a service

account, even if a remote control session is in progress.

Procedure

1. Start a Live Connect session using any agent.

2. Add a new tab to display the Asset Browser (page 8) ('Start a new session') window, listing all the

machines you are authorized to manage.

Click the "puzzle piece" icon on the far right of the control bar.

3. Upload executables to the repository. After the upload, the executables display in the Extensions

list.

4. Optionally Execute as RC User. A user must must logged in before this option is clicked to run the

executable after it is downloaded to the remote control machine.

5. Optionally Download executables from the repository to your local machine.

6. Optionally Delete executables in the repository and remove them from the Extensions list.

Live Connect to SSH Assets

Discovery automatically determines if certain discovered assets are SSH server enabled. If SSH is

enabled, Live Connect provides an SSH column on the Assets page you click to start an SSH session on

that asset. Since you do not have to install an agent, you can use this feature to work with a non-agent

device, such as a router or switcher.

Prerequisites

 The asset must have SSH server installed on it. The SSH server must:

 Support tunneling.

 Require password authentication.

Live Connect Mobile

Procedure

1. Run a network scan in Discovery.

 SSH server detection is part of every Discovery scan. No option has to be set.

 The SSH target device must be discovered and promoted to an asset during the Discovery

scan. An agent does not have to be installed on the SSH target device.

 At least one Windows device on the same discovered network must have an agent installed

on it.

2. Start a Live Connect session.

3. Add a new tab to display the Agent/Asset Browser (page 7) ('Start a new session') window.

4. Click Assets to display the list of discovered assets you are authorized to see.

5. Click any asset with SSH in bold to start a new SSH session.

6. When prompted, enter the credentials required by the SSH server.

Live Connect Mobile

Live Connect Mobile runs in web browsers—desktop and mobile—with limited Live Connect capabilities,

and does not require any software installation. Use the following URL format to log into Live Connect

with your mobile device.

http://www.yourcompany.com/liveconnect

Unsupported features in Live Connect Mobile:

 Remote control

 Desktop thumbnail

 Live Connect to SSH assets (page 12)

 Live Connect on Demand (page 9)

 Uploading and downloading of files, documents, and custom extensions (page 11).

See Live Connect (http://help.kaseya.com/webhelp/EN/VSA/9040000/Reqs/index.asp#37313.htm) system

requirements.

Important Caveat

Live Connect session timeouts are enforced in the VSA, with a default of 30 minutes. You are required to

log into Live Connect any time your previous session has expired.

Adding Live Connect to a Mobile Device's Home Screen

The Home Screen feature on iOS and Android allows you to achieve an app-like experience for web

applications, without the need to install an app, take up valuable device storage, or grant permissions.

Once added, the app behaves similar to other installed apps in the following ways:

 Adds a shortcut link to your home screen / apps list.

 Integrates into the OS app switcher mechanisms.

Live Connect Mobile

 Provides a full screen experience.

 Is included in the OS app search facilities.

 Can be uninstalled just like a traditional app would.

Safari on iOS

1. After navigating to Live Connect via Safari on an iOS device, click this icon on the right side of the

browser's header bar and select Add to Home Screen.

2. Click the Add button.

You now have a home screen app for Live Connect!

Chrome on Android

1. After navigating to Live Connect via Chrome on an Android device, click this icon on the right side

of the browser's header bar.

Live Connect Mobile

2. Select the Add to Home screen option.

3. Click the Add button.

You now have a home screen app for Live Connect!

Kaseya User Portal

A Kaseya User Portal version of the new Live Connect layout displays when a machine user clicks the

agent icon in the system tray. Menu options includes:

 Home

 Agent

 Tickets

 Chat

Note: Portal Access in R94 only works using Live Connect (Classic). Even if the Use new Live Connect when

clicking the Live Connect button in Quickview option is set to Yes in System > Default Settings, Live Connect

(Classic) will still be used when logging into the VSA using Portal Access credentials.

Agent Badges

Add badges to the lower right corner of agent status icons, such as . These badges display

everywhere the agent icon displays in the user interface. For example, you could mark a machine with

a badge to indicate the customer requires a phone call before anyone works on that machine. Or

mark a server with a badge because you should not do anything to it until after hours.

Select one or more machines on the Agent > Configure Agents > Edit Profile page, then click the Icon

Badge link at the top of the page and select one of the available badges. You can define a Special

Instructions text message for each badge. Click the Update button to assign the badge to selected

machines.

When you hover the cursor over an agent status icon with a badge, the Quick View (page 2) window

displays the Special Instructions text in the bottom of the window.

Live Connect (Classic)

Note: Live Connect (page 4) replaces Live Connect (Classic). Live Connect (Classic) and Quick View (Classic)

can be enabled by setting the Use new Live Connect when clicking the Live Connect button in Quickview option to

No in System > Default Settings.

Live Connect (Classic)

Live Connect is a web-based, single-machine user interface. You can access Live Connect by

Ctrl+clicking the agent icon , or by clicking Live Connect button in Quick View (page 23). Live Connect

enables you to perform tasks and functions solely for one managed machine. A menu of tabbed

property sheets provide access to various categories of information about the managed machine.

Additional menu items display, depending on the add-on modules installed and the operating system

of the target machine.

Note: Both the Live Connect and Portal Access plug-in installers can be pre-installed using the Agent > Update

Agents page.

Windows

Live Connect for Windows machines supports the following menu items: Home, Agent Data, Audit

Information, File Manager, Command Shell, Registry Editor, Task Manager, Event Viewer, Ticketing, Chat, Desktop

Access and Video Chat.

Windows Cross-Platform OS Support: On Windows XP and later systems, using any of our supported browsers,

you can use the File Manager, Command Shell, Registry Editor, Task Manager, Event Viewer, Desktop Access enhanced

features with Windows XP and later and File Manager, Command Shell, Desktop Access enhanced features

with Mac OS X 10.5 Leopard (Intel) and later systems.

Apple

Live Connect for Macintosh machines supports the following menu items: Home, Agent Data, Audit

Information, File Manager, Command Shell, Ticketing, Chat, Desktop Access and Video Chat.

Apple Cross-Platform OS Support: On Mac OS X 10.5 Leopard (Intel) and later systems, using any of our

supported browsers, you can use the File Manager, Command Shell, Desktop Access enhanced features with

Windows XP and later and Mac OS X 10.5 Leopard (Intel) and later systems.

Linux

Live Connect for Linux machines supports the following menu items: Home, Agent Data, Audit Information,

Ticketing, Chat, and Video Chat. Does not include a thumbnail preview image of the desktop in Live

Connect. Use the Control Machine, FTP and SSH pages to remote control Linux agents.

Window Header

Basic information about the managed machine displays at the top of the Live Connect window.

 Thumbnail View - The desktop of the currently logged on user displays in a thumbnail view, if a user

is logged onto the machine.

 Machine Info - Lists basic information about the managed machine.

 Performance Graphs - Shows CPU % and Memory % performance graphs for the managed

machine.

 Log Off - Only displays if a machine user using Portal Access is logged in remotely from the

machine.

 Help - Displays online help for Live Connect.

Menu Options

A menu of tabbed property sheet provides access to various categories of information about the

managed machine.

Live Connect (Classic)

 Home - The Home tab is the first tab displayed when the Live Connect window opens.

 Home - Typically the Home tab displays a welcome message and the URL page of the agent

service provider. The Run Procedures section of the Home tab enables the Live Connect user to

run agent procedures on the managed machine immediately. A Custom Links section may

display on the Home tab, if specified by the service provider, offering links to additional

resources. Multiple customized Home tabs are possible, each with a unique name, if

specified by the service provider.

 Change Logon - Changes the remote logon user name and password for this managed

machine. These logon options enable a user to access the Live Connect window to this

managed machine from any other machine, including initiating a remote desktop session

with the managed machine, if Desktop Access is enabled by the service provider. Enter the

same URL used to logon to the VSA. Then enter the Live Connect user name and password

specified in this tab. Accessing Live Connect remotely in this manner from another machine is

called Portal Access. Portal Access logon options can also be maintained within the VSA using

Agent > Portal Access.

 Change Profile - Changes the contact information for this managed machine. This information

populates a ticket with contact information when Live Connect is used to create a ticket. This

information can also be maintained using Agent > Edit Profile.

 Agent Data - Displays the following tabs:

 Pending Procedures - Displays and schedules pending agent procedures for a managed

machine and the Procedure History for that machine. Includes the execution date/time, status

and user who scheduled the procedure.

 Click the Schedule Another Procedure button to schedule a procedure not yet pending.

Once selected and scheduled, the procedure displays at the bottom of the Pending

Procedures section.

 Click the Schedule button to schedule a selected procedure to run in the future or on

recurring basis.

 Click the Run Now button to run a selected procedure once immediately.

 Click the Cancel button to cancel any selected pending procedure.

 Logs - Displays the logs available for a machine: Alarm Log, Monitor Action Log, Agent Log,

Configuration Changes, Network Statistics, Event Log, Agent Procedure Log, Remote

Control Log, Log Monitoring.

 Patch Status - Displays Missing and Pending Microsoft patches and schedules missing

patches. If a machine belongs to a patch policy, missing patches may be further identified as

Denied (Pending Approval). The user can manually override the denied patch policy by

scheduling the patch.

 Click the Show History link to display the history of patches installed on the managed

machine.

 Click the Schedule button to schedule the deployment of missing patches.

 Click the Scan Now button to scan for missing patches immediately.

 Click the Cancel button to cancel a selected pending patch.

 Click the Set Ignore button to prevent installing a patch using any of the installation

methods. To be installed, the Set Ignore checkbox must be cleared.

 Check the Hide patches denied by Patch Approval - If checked, patches denied by Patch

Approval are not displayed.

 Agent Settings - Displays information about the agent on the managed machine:

 Agent version

 Last check-in

 Last reboot

 First time check-in

Live Connect (Classic)

 Patch Policy Membership - Defined using Patch Management > Membership: Patch

Policy

 View Definition Collections - Defined using the Only show selected machine IDs option in

View Definitions.

 Working Directory - Can also be defined using Agent > Manage Agents.

 Check-In Control - Can also be defined using Agent > Check-In Control.

 Edit Profile - Can also be defined using Agent > Edit Profile.

 Documents - Lists documents uploaded to the Kaseya Server for a managed machine. You

can upload additional documents. Provides the same functionality as Audit > Documents.

 Get File - Accesses files previously uploaded from a managed machine. Click the link

underneath a file to display the file or run it. Provides the same functionality as Agent

Procedures > getFile().

 Audit Information - Information tabs include: Machine Info, Installed Apps, System Info, Disk Volumes, PCI

& Disk Hardware, Printers, Software Licenses, and Add/Remove Programs. Provides audit information

based on your Latest Audit. You can perform an an immediate audit using the Machine Info tab.

 File Manager - Displays two file managers, one for your local machine and one for the managed

machine. Using the upper panes only you can:

 Create directories and delete, refresh or rename files or directories using either file manager.

 Move files within the same file manager using drag and drop.

 Copy files between file managers using drag and drop.

 Command Shell - Opens a command shell on the managed machine. Defaults to the

c:\windows\system32 directory.

 Registry Editor - Displays the registry of the managed machine ID. You can create, rename, refresh

or delete keys and values, and set the data for values.

 Task Manager - Lists Windows Task Manager data for the managed machine. You can stop or

prioritize Processes, stop and start Services, check typical Performance benchmarks for each

process, categorized by CPU, disk, network, and memory, review Users session data, Reboot,

power off the managed machine, or log off sessions on the managed machine, and display User

and Groups on the managed machine. Launching the Task Manager lets you create or modify

monitor sets using a wizard, based on processes and services. Hovering the cursor over the

monitor icon of a log entry displays a wizard.

 A monitor wizard icon displays next to each process and service listed on the Processes

and Services tabs of the Task Manager. These two wizards enable you to create a new monitor

set criteria based on a selected process or service. The new process or service criteria can

be added to any new or existing monitor set. The new or changed monitor set is immediately

applied to the machine that served as the source of the process or service criteria. Changing

an existing monitor set affects all machines assigned to use that monitor set. See Monitor >

Monitor Set > Process Status and Monitor > Monitor Set > Services Check a description of

each field shown in these two wizards.

 Event Viewer - Displays event data stored on the managed machine by event log type.

 A monitor wizard icon displays next to event log entries in the VSA and in Live Connect.

Hovering the cursor over the monitor wizard icon of a log entry displays a wizard. The wizard

enables you to create a new event set criteria based on that log entry. The new event set

criteria can be added to any new or existing event set. The new or changed event set is

immediately applied to the machine that served as the source of the log entry. Changing an

existing event set affects all machines assigned to use that event set. The monitor wizard

icon displays in:

 Agent > Agent Logs

 Live Connect > Event Viewer

 Live Connect > Agent Data > Event Log

Live Connect (Classic)

See Monitor > Event Log Alerts for a description of each field shown in the wizard.

 Ticketing - Displays and creates tickets for the managed machine. Displays and creates tickets for

Ticketing module tickets or tickets and knowledge base articles for the Service Desk module,

depending on which module is activated.

Note: Both the service desk and the organization or machine must be a member of the Anonymous

scope to display Service Desk tickets in Live Connect and Portal Access.

 Chat - Initiates a chat session with the currently logged on user of the managed machine. You can

invite other VSA users to join your chat session. See Remote Control > Chat for more information.

 Remote Control - Initiates a Kaseya Remote Control (page 1) session with the managed machine.

 Video Chat - If a machine user is logged on to a managed machine, then a Live Connect user can

initiate a audio/video chat session with that logged on machine user. The session can be audio

only for one or both machines if video is not supported on one or both machines.

 Video Chat with the Machine User - Click the Call button to initiate the video chat session. The

machine user will see a browser window or browser tab display on their machine that lets

them see your video image and their own video image if their machine has a webcam

installed.

 Video Chat with Anyone - Click the Connect URL button. This copies a URL to your clipboard.

Copy the URL address into any email or instant message program and send it to anyone.

When that URL is entered in a browser the individual will be able to video chat with you.

Video chat does not require the person receiving the chat invitation to be a managed

machine.

 Video Chat Confirmation - The Adobe Flash Player used to transmit the audio/video stream

requires each user click an "Allow" button to proceed with their side of the video chat.

 Audio/Video Controls - Hover the mouse over either video image in the chat window to display

audio/video controls.

 Text Chat - You can text chat and video chat at the same time using the same window.

 VPN - Windows only. Clicking this option creates a VPN connection between your local machine

and the Live Connect machine. Once connected, the administrator can connect to other machines

sharing the same LAN as the Live Connect machine, even if those machines do not have an agent

installed on them. This includes using applications such as SSH, or telnet or creating another

browser instance that targets these other machines on the same LAN. The VPN session ends

when the Live Connect window closes or the Stop VPN button is selected on the VPN menu.

 Anti-Malware (Classic) - Displays the Anti-Malware (Classic) status of the managed machine, if

installed.

 Antivirus (Classic) - Displays the Antivirus (Classic) status of the managed machine, if installed.

 Data Backup - If Data Backup is enabled for the managed machine, you can use this menu to:

 Run backups immediately.

 Restore selected backups, directories and files, but only to the same machine.

 Display the status and history of backups.

 Discovery - Displays the Network Discovery status of the machine, if installed.

Plugin Manager

Live Connect's enhanced functionality of the browser is managed by a plug-in manager.

 Plug-in Manager Installation - The user is prompted to install Plug-in Manager after the first logon.

Installation of the Plug-in Manager can be deferred until Live Connect is started for the first time.

 Plug-in Updates - IE and Firefox browsers will detect plug-ins that are out of date and automatically

download them in the background. Browser restart is not required for these two browsers.

Chrome and Safari browsers also detect out of date plug-ins and automatically download them in

the background, with little to no user interaction required.

Live Connect (Classic)

Additional Notes

 Access to specific Live Connect functions depends on access rights in System > User Roles >

Access Rights and Machine Roles > Access Rights.

 All of the Live Connect menu options are enabled when the machine is connected to Live Connect.

Only Home, Audit Information, Agent Data and Ticketing are enabled when the machine disconnected

from Live Connect.

 You can customize the Live Connect Home page using System > Customize: Live Connect (page

22).

 Event Viewer data does not depend on Agent > Event Log Settings.

 If a externalLink.xml exists in the \Webpages\install directory of the Kaseya Server a New

Ticket link displays next to the Help link in Live Connect. Clicking the New Ticket link redirects users to

the URL specified in externalLink.xml. See Customized New Ticket Link (page 23) for details.

Setting User Role Access Rights for Live

Connect (Classic)

You can configure the functions displayed during a Live Connect session to VSA users using the System

> User Roles > Access Rights tab.

User Role Access Rights

The Access Rights tab in the System > User Roles page determines what functions VSA users belonging

to a selected role can perform. For example, access rights can include whether or not a user can open,

add, edit or delete a particular record.

Note: Scopes determine whether a user can

see

certain user-created data structures displayed in the

VSA. Roles determine access rights to the functions that act on those data structures.

A navigation tree provides access to each module, folder, item, and control in the VSA.

 Click the or icons next to any item in the tree to display or hide child branches of that item.

 A checked item means a role provides access to that item.

 A unchecked item means a role does not have access to that item.

 Click Expand All to expand the entire tree.

 Click Collapse All to collapse the entire tree.

 Click Set Role Access Rights to change access rights for a role.

 Checking or clearing any checkbox sets the same state for any child items.

 Click Enable All to enable all items.

 Click Disable All to disable all items.

Setting User Role Access Rights for Live Connect

A separate Live Connect module is listed along with other modules in the Access Rights tab tree. You can

set different combinations of access rights for each user role and assign them to different populations

of VSA users.

Live Connect (Classic)

Note: The access rights displayed for a role are determined by the roletypes assigned to that role. See

System > User Roles for more information about role types.

Multiple User Role Home Tabs

If more than one Home tab is defined using the System > Customize > Live Connect page, then both

Home tabs display in the System > User Roles > Access Rights tab tree, underneath the Live Connect >

Home menu checkbox. For example, you might have two Home tabs, one called Home and a second one

called Resources. You can enable or disable one or more home pages in the Access Rights tree for

each user role. This affects the Home tabs displayed to the different populations of VSA users using

these user roles. See Customize: Live Connect (page 22) for more information.

Customize: Live Connect (Classic)

System > Customize > Live Connect

The Customize: Live Connect (Classic) page customizes Home tabs that display in the Live Connect

(Classic) (page 16) and Portal Access (Classic) windows. You can create multiple, customized Home

tabs and save them by name.

These Home tabs are enabled for a particular role by checking the checkbox underneath Live Connect

> Home in:

 System > User Roles > Access Rights

 System > Machine Roles > Access Rights

You can customize three sections on the default Home page.

 Portal Header - Customize the text and image displayed at the top of the Home tab.

 Agent Procedures - Provide a customized list of agent procedures that the user can run immediately

from this tab.

 Custom Links - Provide a customized list of URLs that the user can click using this tab. For

example, you could provide a URL to a website page providing technical information used to

troubleshoot problems on managed machines.

Quick View (Classic)

Make available to All Tenants

If checked, this Home page can be added to user roles and machines roles on all tenant partitions. This

option only displays for master role users.

Customized New Ticket Link in Live Connect

(Classic)

You can display a customized New Ticket link next to the Help link on the Live Connect (Classic) page. Fill

out the externalLink.xml file as described in the comments section of the XML below.

To activate the new ticket link, place the externalLink.xml file in the \WebPages\install\ directory

of your Kaseya Server.

<?xml version="1.0" encoding="ISO-8859-1" ?>

<!--

URL STRING SUBSTITUTIONS: The URL string displayed is associated

with a particular machine ID. The string is searched for the following

case sensitive values and substituted for the values below.

machineNameVal - the machine name for the active machine is substituted

in the URL string.

groupNameVal - the group name for the active group.

-->

<ticketLink displayName="Ext Ticket"

url="http://192.168.212.52/?mname=machineNameVal&gname=groupNameVal"/>

</externalLinks>

Quick View (Classic)

Note: Quick View (page 2) replaces Quick View (Classic) (page 16). Live Connect (Classic) and Quick View

(Classic) can be enabled by setting the Use new Live Connect when clicking the Live Connect button in Quickview

option to No in System > Default Settings.

Hovering the cursor over a check-in icon displays an agent Quick View window immediately. You can

use this window to view agent properties, start a shared or private Kaseya Remote Control session,

launch an agent procedure, or launch Live Connect.

Two functions are unique to the Quick View window.

Screen Shot

Click the Screen Shot button to snap an image of the current desktop. You can access saved images by

Portal Access (Classic)

clicking the Get File folder icon in the same Quick View window.

Private Remote Control

You can use the Private Remote Control button in the Quick View window to launch a private session.

Private sessions enable administrators to connect to a machine, logon and remote control the machine

without accessing the console. An end user working on the same machine at the same time cannot see

the administrator's private session.

Portal Access (Classic)

Note: Portal Access in R94 only works using Live Connect (Classic). Even if the Use new Live Connect when

clicking the Live Connect button in Quickview option is set to Yes in System > Default Settings, Live Connect

(Classic) will still be used when logging into the VSA using Portal Access credentials.

Portal Access (Classic) is a Live Connect (Classic) session initiated by the machine user. The machine

user displays the Portal Access page by clicking the agent icon on the system tray of a managed

machine. Portal Access contains machine user options such as changing the user's contact information,

creating or tracking trouble tickets, chatting with VSA users or remote controlling their own machine

from another machine. Portal Access logons are defined using Agent > Portal Access. The function list

the user sees during a Portal Access session is determined by the System > Machine Roles page. You

can customize Portal Access sessions using the System > Customize > Live Connect (page 22) page.

Setting Machine Role Access Rights for Portal

Access (Classic)

Machine Roles

The Machine Roles page controls access to the Portal Access (Classic) (page 24) window.

Portal Access (Classic)

The Default Machine Role

A predefined Default machine role is provided when the VSA is installed. Newly created machine ID

accounts are automatically assigned to the Default machine role when the account is created. If you

create other machine roles, you can re-assign machine ID accounts to these other machine roles. You

might want to do this if you want to limit machine user access to functions on the Portal Access page for

different populations of machine users. Each machine ID account can only belong to a single machine

role.

Machine Role Access Rights

The Access Rights tab in the System > Machine Roles page determines what functions machine users

can perform on machines belonging to a selected machine role. For example, access rights can

include whether or not a machine user has access to their own machine remotely from another

machine.

A navigation tree provides access to each item and control on the Live Connect page.

 Click the or icons next to any item in the tree to display or hide child branches of that item.

 A checked item means a machine role provides access to that item.

 A unchecked item means a machine role does not have access to that item.

 Click Expand All to expand the entire tree.

 Click Collapse All to collapse the entire tree.

 Click Set Role Access Rights to change access rights for a machine role.

 Checking or clearing any checkbox sets the same state for any child items.

 Click Enable All to enable all items.

 Click Disable All to disable all items.

Setting User Role Access Rights for Live Connect

A single Live Connect module is listed in the Access Rights tab tree of System > Machine Roles. You can

set different combinations of access rights for each machine role and assign them to different

populations of machine users.

Note: The access rights displayed for a role are determined by the role types assigned to that role. See

System > Machine Roles for more information about role types.

Multiple Machine Role Home Tabs

If more than one Home tab is defined using the System > Customize > Live Connect page, then both

Home tabs display in the System > Machine Roles > Access Rights tab tree, underneath the Live

Connect > Home menu checkbox. For example, you might have two Home tabs, one called Home and a

second one called Resources. You can enable or disable one or more home pages in the Access Rights

tree for each machine role. This affects the Home tabs displayed to the different populations of machine

users using these machine roles. See Customize: Live Connect (page 22) for more information.

Accessing Portal Access (Classic) Remotely

Agent > Portal Access

Note: Portal Access in R94 only works using Live Connect (Classic). Even if the Use new Live Connect when

clicking the Live Connect button in Quickview option is set to Yes in System > Default Settings, Live Connect

(Classic) will still be used when logging into the VSA using Portal Access credentials.

The Portal Access page defines the logon name and password, by machine ID, required to use Live

Connect as a machine user remotely. A Live Connect session run by a machine user is called Portal

Portal Access (Classic)

Access. The functions displayed using Portal Access are determined by the System > Machine Role >

Access Rights tab.

Note: Both the Live Connect and Portal Access plug-in installers can be pre-installed using the Agent >

Manage Agents page.

Accessing Portal Access Locally

Machine users do not have to logon to Portal Access locally. Clicking the agent icon in the system tray of

their machine initiates the Live Connect session without having to logon.

Accessing the Portal Access Logon Page Remotely

A user can display the Portal Access logon page for their own machine from another machine as follows:

1. Browse to the http://your_KServer_address/access/ page, substituting the appropriate

target KServer name for your_KServer_address in the URL text.

Note: This is the same page that VSA users use to logon to the VSA.

2. Logon by entering the user name and password assigned to machine user's machine ID. This

user name and password is specified using the Agent > Portal Access page in the VSA.

The Portal Access page displays. The machine user can click any menu option as though he or she

were logged in from their own managed machine. The user can click the Desktop or File Transfer

menu options to initiate a remote connection to their own machine, create or view ticket, or initiate

a chat, if these options are enabled.

A Log Off link displays only for machine users accessing Portal Access remotely from their machine.

Enabling Ticketing for Portal Access (Classic)

Users on Unsupported Browsers

Live Connect (Classic) (page 16) and Portal Access are not supported on certain browsers, such as

browsers older than IE8 or Firefox 3.5. Machine users required to work with unsupported browsers can

be enabled to create and view Ticketing tickets as follows:

1. Create a separate machine role for unsupported browser users in System > Machine Roles. For

example, create a Tickets Only machine role.

2. For the new machine role you just created, uncheck the Live Connect checkbox in the System >

Machine Roles > Access Rights tab.

3. Assign machines with unsupported browsers to this new machine role.

4. When machine users click their agent icon, a single Ticketing window displays instead of the Portal

Access window.

Note: Enabling this option applies to all users using the same managed machine.

Index

Accessing Portal Access (Classic) Remotely • 25

Agent Badges • 16

Agent/Asset Browser • 7

Custom Extensions • 11

Customize

Live Connect (Classic) • 22

Customized New Ticket Link in Live Connect (Classic) •

Enabling Ticketing for Portal Access (Classic) Users on

Unsupported Browsers • 26

Kaseya Remote Control • 1

Kaseya User Portal • 16

Live Connect • 4

Live Connect (Classic) • 16

Live Connect Mobile • 13

Live Connect on Demand • 9

Live Connect to SSH Assets • 12

Manage Servers • 8

Portal Access (Classic) • 24

Quick View • 1

Quick View (Classic) • 23

Recording KRC Sessions • 3

Setting Machine Role Access Rights for Portal Access

(Classic) • 24

Setting User Role Access Rights for Live Connect

(Classic) • 21