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

July 7, 2021

Quick Start Guide

Version R95

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

Contents

Quick View .................................................................................................................................................... i

Kaseya Remote Control ............................................................................................................................... i

Recording KRC Sessions .................................................................................................................. vi

1-Click Access ............................................................................................................................................ vi

1-Click Access Requirements .......................................................................................................... vii

IT Glue Password objects .................................................................................................................. xi

Live Connect .............................................................................................................................................. xii

Agent/Asset Browser ............................................................................................................................... xix

Manage Servers ......................................................................................................................................... xx

Live Connect on Demand ........................................................................................................................ xxi

Custom Extensions ................................................................................................................................ xxiii

Live Connect to SSH Assets ................................................................................................................. xxiv

Live Connect Mobile ................................................................................................................................ xxv

Live Connect PowerShell ..................................................................................................................... xxviii

Live Connect File and Folder Transfers ............................................................................................. xxviii

Agent Badges ......................................................................................................................................... xxix

Index ........................................................................................................................................................... 35

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 i) session

 Launch an agent procedure

 Launch Live Connect

 Launch 1-Click Access (page vi)

Screen Shot

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

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

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 i). 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 i) 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

ii Contents

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

session. Private sessions also allow you to connect to headless environments where no display

drivers are installed.

Note: Private Remote Control session is not available for Windows 10 workstations, only server level.

Note: When connecting to the endpoint with Private Remote Control or 1-click session, VSA admin

can now temporarily override GPO enforced Network Level Authentication (NLA) settings in order

to facilitate the connection. Configuration will be reverted to the original state at the end of the

session.

Features

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

 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 vi).

 Allows the administrator to control certain end-user inputs, so that the VSA admin can work on the

remote device without disruption by an end-user by clicking the Block End-User Input option. The

feature is currently limited to Windows (Implemented for Windows VSA Agent only).

Clipboard Synchronization

Any text content that is added to clipboard on “admin” machine while RC session is active will

automatically be sync’d to the remote machine, and vice versa.

 Supports plain text only.

 If admin is connected to multiple endpoints simultaneously, any text they add to their local

clipboard will be copied to clipboard of all remote machines they are connected to.

 If multiple VSA admins are connected to the same endpoint simultaneously , any text added to the

clipboard of that remote machine will be copied to the clipboard of all the connected admins'

machines.

 When session is disconnected, clipboards on both "admin" and remote machines are flushed so

that any content copied during the session will no longer be available. However, it is possible that

any 3rd party clipboard manager program running on either machine will retain copied content

after the end of the session

Remote Control File Transfer

This feature gives the ability to transfer files directly between the source machine and the remote

control target, directly within the remote control application. In this case, users do not have to use the

Live Connect application to transfer files while working in an active Remote Control session.

The feature is supported on multi-platform relationships for transfers:

 From Windows admin to both Windows and macOS endpoints

 From macOS admin to both Windows and macOS endpoints.

This feature is supported in all agent types:

 Any Windows-based agent

iii

 macOS 32-bit and 64-bit agent.

File transfer functionality can be triggered by the following user initiated action:

 Drag and Drop

Remote Control file transfer supports three different connection modes:

 1-Click Session

 Private Session

 Shared Session

How Does it Work?

There is a pre-defined KRC Transfer File Directory that will be created on the agent(s), this directory is

static and defined as: '%kworking%\KRCFileTransfer. When a file is dragged into the session, it will

drop the file into that folder within the agent. The agent will then open a window on the endpoint

machine after the successful transfer of at least 1 file. A progress bar will be displayed to the user

ONLY when the total size of the file/folder meets or exceeds 8MB, otherwise, no progress bar will be

visible. NOTE: if the transfer exceeds 5GB a message will be displayed "The total transfer size may be

too large to finish before your session times out."

In the event that the agent does not have sufficient hard drive space for the incoming files or folders

than an error dialogue box will be displayed.

Any logging for this feature will be logged into the Live Connect and Remote Control Host logs.

As a part of this new feature, there is an option called 'Disable Remote Control File Transfer' under

User Role Policy and Machine Policy pages. By setting this option, File Transfer capabilities within

Remote Control will be explicitly disabled for specific User Roles, and/or specific machines.

Note: By VSA design, Machine Policy takes precedence over User Role Policy. For example, if a VSA agent

has Remote Control File Transfer “disabled” in its Machine Policy, Remote Control File Transfer will be

disabled for any user of VSA when Remote Controlling said device. If Remote Control File Transfer is

not “disabled” in a Machine Policy but is “disabled” in a User Role Policy, Remote Control File Transfer

will be disabled for any Remote Control session performed while such User Role is in use.

‘Disable Remote Control File Transfer’ is exclusive to Remote Control and does not affect file transfer

capabilities of Live Connect.

Keyboard Mappings, Keyboard Toggle and Keyboard Shortcuts

By default Kaseya Remote Control acts 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.

 For Windows to Windows Kaseya Remote Control sessions you can toggle between the

keyboard layout used by your remote machine and the keyboard layout used by your local

machine.

 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.

Note: The Local Keyboard option works only if the Administrator`s language pack is installed on the

designated remote controlled machine.

iv Contents

Num Lock key and RDP - If you are connected through Live Connect and launch an RDP session from the

Windows endpoint, use of the keyboard Num Lock key is detected on the endpoint only. The Num Lock

key is not detected within the RDP session.

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. Columns:

 Timestamp

 Last Active Time

 Session Ended

 Duration of Session (sec.)

 Session Type

 Administrator

 Completed

 Admin IP - IP address of the device that initiated the file transfer

 Endpoint IP - IP address of the device that receives the file.

 Message - The Message column has clickable text which will open a dialog that will contain

the log information such as Session Id and Administrator as header and columns:

 Time

 Event Type

 File Transfer

 ConfigChange

 1-Click Login

 Message

 For File Transfer Event Type Message format:

AspNetSomething.exe was Downloaded Successfully.

Abc.exe was Uploaded but Failed.

 For ConfigChange Event Type, Message Format:

<vsa-admin-name> <Temporarily/Permanently> < Disabled/Enabled>

Administrator Permanently Disabled NLA. Administrator Temporarily

Disabled NLA.

 For 1-ClickLogin Event Type Message format:

Authentication was performed using <Native 1-Click/ IT GLUE <it-glue

account name>>

Authentication was performed using Native 1-Click

Authentication was performed using IT GLUE Test_Account

 Note: For both Admin and Endpoint IP addresses, similar to "ConnectionGatewayIP" as

represented in VSA Database Views, the source addresses are obtained by the VSA Server

and will be different than the local IP address of each device if the computer is behind NAT

for example.

 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/9050000/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.

 Paste Clipboard option or Ctrl-Alt-V keyboard shortcut allows to paste clipboard text into

password prompts. The Paste Clipboard icon is disabled if the clipboard contains no data,

non-text data, or exceeds the password limit of 255 characters.

 Show Remote Mouse option allows the administrator to observe the end-users mouse

movements. Now the administrator mouse cursor has priority over the end-users mouse when

both are using the mouse simultaneously.

 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.

 Closing the window disconnects the session.

 Block End-User Input option allows to lock out keyboard and mouse from being able to be used by

End-User. The feature is currently limited to Windows (Implemented for Windows VSA Agent

only). If the end-user clicks Control+Alt+Delete , the End-User will regain control automatically.

If ‘Block End-User Input’ enabled and the remote session is closed, the End-User will regain

control automatically.

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

vi Contents

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.

Note: Your total session duration will be divided into 10-minute increments.

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.

1-Click Access

Live Connect > Remote Control

How it works

The 1-Click Access feature attempts to run when the 1-Click Access button is clicked (either from the

Live Connect > Remote Control menu or from the Quick View window) to any authorized Windows

9.5.0.12+ agent. An agent or a user role can be authorized from the VSA, under Remote Control >

Policy Settings > User Role Policy/Machine Policy. Once the machine or user role has been authorized,

the 1-Click feature becomes enabled in Quick View and Live Connect.

The feature starts by checking whether the KaseyaAdmin account exists on the target endpoint. If the

account does not exist, then it is created with a randomized password. For additional security, the

password for the account is then randomized during each subsequent login onto the 1-Click Access

session and every time the session is disconnected. For more on private sessions, see Kaseya

Remote Control in the VSA User Guide.

vii

Note: If a KaseyaAdmin account exists on your system prior to activating 1-Click, your KaseyaAdmin

account password will be changed and it will become inaccessible.

Next, KaseyaRemoteControlHost verifies that the account is part of the Administrators group and the

Remote Desktop Users group and, if needed, moves the account into these groups. Once these steps

have been completed, the account name and password are given to the RDP remote control process

so that the KaseyaAdmin account is automatically used to log in. If another user is logged into the

machine, there may be a message indicating that the other user will be disconnected from their session

if the 1-Click user continues. If there isn’t another user logged in, this does not happen and the session

begins immediately.

At this point, the private 1-Click session has been successfully connected. In the event that any of the

above steps fail, 1-Click Access is aborted and a private session is used instead. If the private session

fails, the user has the option to fall back to a shared remote control session. Once the session is

connected, it is logged to the Agent Remote Control logs located in Agent > Agent Logs > Technician

Logs > Remote Control. This information, like other remote control sessions, can be included in reports

(Logs > Kaseya Remote Control Log report).

Note: Connecting two 1-Click sessions to the same machine is not supported. If two people attempt to

open 1-Click sessions to the same machine, one or the other may be kicked off of the machine, or both

sessions may fail entirely.

For more on private sessions, see Kaseya Remote Control in the VSA User Guide

(http://help.kaseya.com/WebHelp/EN/VSA/9050000/#17978.htm).

1-Click Access Requirements

The following requirements must be met to use the 1-Click Access feature:

 VSA – The VSA must be running version 9.5.0.21 or higher.

 Windows machine –

Note: We do not support use of 1-Click Access on a domain controller. If 1-Click Access is used on a

Domain Controller, the local administrator account is escalated to a domain administrator.

Installing any software onto a Domain Controller violates Microsoft best practices and introduces

security risks to your environment.

 Operating system – The following operating systems are supported: Windows 8, 8.1, 10,

Server 2012 R2, Server 2016, and Server 2019.

viii Contents

viii

 Remote access – The Windows machine must have remote access enabled and must not

have network level authentication enabled, as shown here:

 Windows agent –

Note: Mac and Linux agents are not yet supported.

 The Windows machine must be running an authorized agent that is version 9.5.0.12 or

higher. Agents are not authorized for 1-Click Access by default. To authorize an agent for

1-Click Access, see To authorize an agent below.

 Remote Control must be enabled for the agent.

 VSA user – 1-Click is available to master administrators by default and can be enabled for other

user roles. To enable 1-Click Access for a user, see To authorize a user below.

Note: There is a known issue that may affect the Machine Policy’s precedence over the User Policy. This

will be addressed in an upcoming release.

To authorize an agent

Use these steps to enable 1-Click Access for an agent:

1. Log in to the VSA user interface as a master or system user.

2. Navigate to Remote Control > Policy Settings > Machine Policy.

3. Select a user notification type from the list.

4. Check the 1-Click Access box.

5. (Optional) Check Require admin note... and Record all remote control session....

6. Select one or more Machine.Group IDs. Click Apply.

To authorize a user

Use these steps to enable 1-Click Access for a user:

1. Log in to the VSA user interface as a master or system user.

2. Navigate to Remote Control > Policy Settings > User Role Policy.

3. Select a user notification type from the list.

4. Check the 1-Click Access box.

5. (Optional) Check Require admin note... and Record all remote control session....

6. Select one or more Role Names. Click Apply.

To run a 1-Click session from Live Connect

In Live Connect, you can run a 1-Click session from the Asset Summary tab or from the Remote

Control menu.

x Contents

 Asset Summary tab - Click the agent's icon and select 1-Click Session:

 Remote Control menu - Click 1-Click Session:

To run a 1-Click session from the Quick View window

To run a 1-Click session from the Quick View window, click 1-Click Access:

Reporting for 1-Click

1-Click session activity is included in these reports:

 Agents > Agent Logs - 1-Click activity displays under Technical Logs on the Remote Control tab:

 Info Center > Reporting > Reports > Logs - Remote Control - The Remote Control report definition

generates a report of remote control sessions, by machine ID.

Handling 1-Click connection failures

If 1-Click cannot connect to an agent, this message displays:

Connection couldn't be established. Please verify that Windows Remote Desktop is enabled on the

remote machine. Do you want to connect to a console session instead?

Do one of the following:

 Click Yes to initiate a console session.

 Click No. This message displays: Connection couldn't be established.... Click Okay to close the

message and return to Quick View or Live Connect.

IT Glue Password objects

When 1-Click is enabled for a VSA Agent, certain IT Glue “password” objects are available for use in

Remote Control activities for the Agent.

With this enhancement, you can

 Automatically log into the OS of a VSA Windows Agent, using a specific set of credentials, without

knowing the exact username and/or password. You can perform this action when using 1-Click to

initiate a Remote Control session to a Windows device, from both Quick View and Live Connect.

 Insert specific username / password combinations when prompted for credentials on a target

device, to login to the OS and/or other applications, where authentication is required. You can

perform these actions in a Remote Control Shared and Private Session for a Windows Agent, and

in a Remote Control Shared Session for a Mac Agent.

Note: The traditional 1-Click feature has moved to a menu selection within certain 1-Click toolbars. If

available, there will be an option labeled “Native 1-Click".

General Requirements

 IT Glue integrated with VSA

 1-Click enabled

 1-Click toolbar options are not available when 1-Click is disabled

1-Click changes can be found in the following product areas:

xii Contents

xii

 Quick View

 Live Connect

 Remote Control (Private and Shared Sessions)

Note: Quick View load times may increase if a device has more than ten (10) IT Glue integrated

passwords.

Quick View and Live Connect

1. From the 1-Click menu options in Quick View and Live Connect, IT Glue “password” objects

associated with the asset from IT Glue will be enumerated in a drop-down list.

2. The accounts listed will contain both IT Glue “Embedded Passwords” and also any IT Glue

“Related Items” that are password objects.

3. The first item in the list will be a ‘Native 1-Click’ option, that behaves exactly like 1-Click does

today.

4. Selecting an IT Glue account from the list will initiate a 1-Click session using the credentials from

the account, and attempt to automatically login to the target Agent. NOTE: The selected account

must already exist on the target device.

 The feature will NOT create an account on the target device, it will only attempt to login using

the selected account.

 If the login is not successful, the Private Session will remain open, and a 1-Click toolbar will

be exposed in the RC Private Session window so that the user can continue their workflow.

5. In Quick View, the drop-down menu includes a search function, providing an ability to quickly

search through the enumerated list of items.

6. This feature is available for Windows Agents.

Remote Control

1. When the 1-Click toolbar option is selected, a floating dialog (i.e. modal) will appear, and contain

an enumerated list of IT Glue “password” objects that are associated with the asset from IT Glue.

 The accounts listed will contain both IT Glue “Embedded Passwords” and also any IT Glue

“Related Items” that are password objects.

2. While open, the 1-Click "floating dialogue" can be moved around the RC window, and be

minimized / closed. If closed, it can be exposed again by clicking the 1-Click toolbar option.

3. Each account will have a “Username” button and a “Password” button that can be used

individually.

4. When the Username or Password button is clicked, its contents will be sent to the Endpoint and

inserted into the field where the cursor is active.

5. The 1-Click dialogue includes a search function, providing an ability to quickly search through the

enumerated list of items.

6. This feature is available for Windows Agents (for both Remote Control Shared and Private

Sessions), and for Mac Agents (for Shared Sessions).

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.

Note: Live Connect now supports VSA native 2FA.

xiii

Note: Live Connect Classic - This updated version of Live Connect 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.

Note: Num Lock key and RDP - If you are connected through Live Connect and launch an RDP

session from the Windows endpoint, use of the keyboard Num Lock key is detected on the

endpoint only. The Num Lock key is not detected within the RDP session.

See also Live Connect Requirements.

Asset Summary page

Upon launching Live Connect, the Asset Summary page displays.

 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.

xiv Contents

xiv

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

Note: This updated version of Live Connect 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.

Launching Live Connect

Do any of the following to launch Live Connect:

 Hover the cursor momentarily over an agent check-in icon to display the Quick View window .

Click Live Connect:

xvi Contents

xvi

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

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

 The Agent/Asset Browser (page xix)

 Live Connect Mobile (page xxv)

 A Custom URL Scheme (for details, see this article: Launching Live Connect Using a

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

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

Connect application on your local computer.

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

xvii

 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

 Installed Apps

 Licenses

 Startup

 Asset > Users

 Accounts

 Credentials

 Groups

 Members

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

session.

 Keyboard

 Monitor selector

 Latency indication

 Files - Provides a file manager for the remote machine. Includes the ability to upload and

download files and folders (page xxviii) between the local machine and remote machines.

xviii Contents

xviii

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

Refresh Refreshes the page.

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.

Filter Displays fields to filter the rows displayed.

(More Options)

Download Downloads selected files and folders.

Delete Deletes selected files or folders.

Move to Moves selected files or folders to another folder.

Make a Copy Copies the selected file or folder

Rename Renames the selected file or folder.

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

directory.

 Windows

 Windows command line

 PowerShell (page xxviii)

 Mac

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

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

Note: All shells currently do not support commands or scripts requiring user input.

 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. User is provided an ability to search registry

path in Live Connect's Registry Editor to quickly locate the registry data on an endpoint. The

previous search should be cleared any time by clicking on refresh before searching again.

Searching text should start with HKEY and NOT Computers\ like regedit. User can also copy the

registry path that they mentioned on search text box by clicking provide 'copy' icon and paste it

anywhere using Ctrl+V.

 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.

xix

 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/9050000/index.asp#5478.htm).

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/9050000/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/9050000/reqs/#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 i) session for the selected machine.

 Files Displays a file manager for the selected machine.

xx Contents

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

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/9050000/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 xix) window without logging into the VSA by

xxi

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.

 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 xii) 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.

xxii Contents

xxii

3. Add a new tab to display the Asset Browser (page xx) ('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.

xxiii

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.

xxiv Contents

xxiv

 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 xx) ('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.

xxv

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 xix) ('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 xxiv)

 Live Connect on Demand (page xxi)

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

See Live Connect (http://help.kaseya.com/WebHelp/EN/VSA/9050000/reqs/#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.

 Provides a full screen experience.

xxvi Contents

xxvi

 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.

xxvii

2. Select the Add to Home screen option.

3. Click the Add button.

You now have a home screen app for Live Connect!

xxviii Contents

xxviii

Live Connect PowerShell

The Live Connect PowerShell console enables administrators to run PowerShell commands and scripts

on Windows agents. Live Connect PowerShell supports:

 Command line completion using the tab key

 Cycling through the command line history, both forward and reverse, using the tab key and

shift+tab key.

 Sending signals (Ctrl+C)

 Copy/paste between external applications and the console, using Ctrl+Insert to copy and

Shift+Insert to paste

 Color output support

To select the PowerShell console:

1. Start Live Connect > Commands icon for an agent machine.

2. If not already selected, select PowerShell from the drop-down list at the top of the page.

Warning: There are security software programs that block PowerShell scripts from running (e.g. Cylance).

This disables Live Connect PowerShell.

Live Connect File and Folder Transfers

Files and folders can be uploaded and downloaded between the local machine and remote agent

machines using the Live Connect interface. This feature is supported on both Windows Mac, for both

local and remote machines.

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

Downloading Files and Folders

1. Select the Live Connect > Files icon for an agent machine.

2. Navigate to the directory on the agent machine you want to download from.

3. Check one or more files or folders.

4. To download a single file or folder:

 Click the three dots icon at the right of the selected row, and click Download .

 Select the download location on your local machine.

5. To download multiple files and folders:

 Check each file and folder in the current directory you want to download.

 Click the three dots icon at the top of the page and and click Download .

 Select the download location on your local machine.

6. Wait for the Transfers in Progress popup window to complete the download.

Uploading Files and Folders

1. Select the Live Connect > Files icon for an agent machine.

xxix

2. Navigate to the directory on the agent machine you want to upload to.

3. Select the upload icon at the top of page.

 The Select Files dialog opens.

4. Navigate in the dialog to the directory on your local machine you want to upload from.

5. Select Files or Directories in the Files of type drop-down list.

6. Select the files or folders you want to upload.

7. Click Open.

8. Wait for the Transfers in Progress popup window to complete the upload.

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.

To add an agent badge

1. Select one or more machines on the Agent > Configure Agents > Edit Profile page.

2. Click the Icon Badge link at the top of the page and select one of the available badges.

xxx Contents

xxx

3. Add a special instructions text message for each the badge.

4. Click the Update button to assign the badge to selected machines.

The badge is added to the selected machines:

xxxi

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

xxxii Contents

xxxii

window displays the special instructions text in the bottom of the window: