Software Management troubleshooting

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

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

Issue

Could not assign profile to agentGuid because it is currently using Patch Management.

Cause

On the Settings page, you can stop SM from running on a machine if Patch Management is being used to manage patching. If this option is enabled, this message will be displayed. To check if the machine is attached to Patch Management, go to Software Management > Management > Machines > Attached to Patch Management.

Solution

If you wish to continue patching with Patch Management and also using Software Management, clear the check box on the Settings page.

Alternatively, go to the Patch Management module and remove any scans or auto-update schedules that are in place. Additionally, you can right-click on the machine in on the Machines page and select Disconnect from Patch Management.

NOTE   If this message returns, check that no policies may be reassigning Patch Management scans.

Issue

Error On Endpoint: An existing connection was forcibly closed by the remote host.

Cause

A network error occurred during the scan or deployment process. There are many reasons that this may occur, such network outage or firewall/security device blocking access.

Solution

Attempt the operation again. If this affects a single device occasionally, then it may be due to intermittent network issues. If all devices on a given network are affected occasionally, then it may be a site-wide network issue. If the device(s) are able to complete the task at some times, then it is likely an intermittent localized issue.

You may wish to check the device’s agent logs to see if there are other signs of outages at the time that this message occurred.

Issue

Error On Endpoint: Couldn't connect to server.

Cause

This error occurs if the endpoint was unable to contact the VSA server during the operation.

Solution

This is usually an intermittent network issue. For the operation to have started, the agent must have been online and be able to connect to the VSA server, so this implies that during the operation, which can take several minutes, the network connection to the VSA server failed.

Reattempt the operation.

Issue

Error On Endpoint: Error in deployProfile.patch: Error downloading Lumension binary files.

Cause

The files required to install the patch are not on the VSA server or failed to be copied down to the endpoint that is installing the patch.

Solution

Adding the missing files to the VSA server is not something that can be done at a user level, so this will require Kaseya Support’s assistance to resolve.

Issue

Error On Endpoint: Error in deployProfile.resumePatching: The system cannot find the file specified.

Cause

The files required to install the patch are not on the VSA server or failed to be copied down to the endpoint that is installing the patch.

Solution

Adding the missing files to the VSA server is not something that can be done at a user level, so this will require Kaseya Support assistance to resolve.

Issue

Error On Endpoint Error in deployProfile.scan: Error downloading Lumension binary files.

Cause

The files required to install the patch are not on the VSA server or failed to be copied down to the endpoint that is installing the patch.

Solution

Adding the missing files to the VSA server is not something that can be done at a user level, so this will require Kaseya Support assistance to resolve.

Issue

Error On Endpoint: permission denied.

Cause

This usually occurs when there is a file permission issue on the endpoint. It is possible that a file is in use, but more likely, a directory that is attempting to be written to has restrictive permissions and the files required to perform the operation cannot be written.

Solution

Open the Activity.log file in a text editor and search the term “permission denied”.

The file/directory in question should be listed there. Check the permissions on the directory.

Issue

Error on Endpoint: SyntaxError

Cause

This is a generic error message. There are no specific steps to resolve this.

Solution

Collect the logs from the affected machine and raise a support ticket.

Issue

Execution Timeout Expired.

Cause

There is a timeout built into the steps of the operations. If this is exceeded, this message will be displayed.

Solution

Check the Activity.log for the message timeout and determine if you are able to identify the reason for the timeout.

Issue

Operation cancelled. This machine is using Patch Management.

Cause

On the Settings page, you can stop Software Management from running on a machine if Patch Management is being used to manage patching. If this option is enabled, this message will be displayed. You can see if the machine is attached to Patch Management via Software Management > Management > Machines > Attached to Patch Management.

Solution

If you wish to continue patching with Patch Management and also using Software Management, disable the check on the Settings page.

Alternatively, go to the Patch Management module and remove any scans or auto-update schedules that are in place. Additionally, you can right-click on the machine via Software Management > Management > Machines > Disconnect from Patch Management.

NOTE  If this message should come back, check that no policies may be reassigning Patch Management scans.

Issue

Patch scan file failed to download.

Cause

The files required to install the patch are not on the VSA server or failed to be copied down to the endpoint that is installing the patch.

Solution

Adding the missing files to the VSA server is not something that can be done at a user level, so this will require Kaseya Support assistance to resolve.

Issue

Pre-Procedure failed.

Cause

In the deployment profile, pre- and post-update procedures can be specified. These will run before the install is attempted. If the procedure fails to execute correctly, this message is displayed.

Solution

Check the procedure specified for errors. Check the agent procedure logs for any clues as to why the pre-procedure failed to execute.

Issue

Required package files not available.

Cause

The files required to install the patch are not on the VSA server or failed to be copied down to the endpoint that is installing the patch.

Solution

Adding the missing files to the VSA server is not something that can be done at a user level, so this will require Kaseya Supports assistance to resolve.

Issue

The PatchPlayer did not initialize properly (SM1.0 only)

Cause

The PatchPlayer refers to the scanning engine. This message means that the scanning engine exe failed to run.

Solution

This can be a transitive issue; the machine was restarted during the operation.

Reattempt the operation. If this is happening constantly on a machine, it can indicate that something is blocking the application from running. Check AV logs to ensure that the application is not being blocked from executing.

You may also want to check the Windows Event logs to see if there are any references to the application failing.

Issue

The process cannot access the file because it is being used by another process.

Cause

This means that one of the files that are used for scanning or patching is locked.

Solution

The simplest solution is to reboot the machine and reattempt the operation.

Issue

Timeout was reached.

Cause

There is a timeout built into the steps of the operations. If this is exceeded, this message will be displayed.

Solution

Check the Activity.log for the message timeout and see if you are able to identify the reason for the timeout.

Issue

Warning: Reboot skipped; reboot and rescan required.

Cause

If a patch requires a reboot and the deployment profile is set to not reboot, then the next time that a scan or deployment is run, the need for a reboot is detected and this message is displayed.

Solution

Reboot the machine in question and reattempt the operation.

Issue

Cannot deploy because there is no Scan and Analysis profile associated with this agent.

Cause

In order to deploy to a machine, there must be a scan profile assigned. If the deployment time occurs and there is not a scan profile assigned at this time, this message will be displayed.

Solution

Assign a Scan profile to the machine and re-attempt the operation.

Issue

Error On Endpoint: Error in deployProfile.patch: The process cannot access the file because it is being used by another process.

Cause

This means that one of the files that are used for scanning or patching is locked.

Solution

The simplest solution is to reboot the machine and reattempt the operation.

Issue

Error On Endpoint: Error in deployProfile.patch.

Cause

This is a generic error that can occur during patching.

Solution

Check the Activity.log for clues as to the cause of the issue.

Issue

Error On Endpoint: Error in deployProfile.resumePatching: No such file or directory

Cause

A file required for the patching is missing.

Solution

Check the Activity.log for clues as to the cause of the issue.

Issue

Error On Endpoint: Error in deployProfile.scan: Error in startExecuteKaseyaScan: Bad zip file

Cause

The ZIP file that contains the scan files or deployment files is damaged

Solution

Reattempt the operation.

Issue

Error On Endpoint: resolve host name:

Cause

The endpoint was unable to reach the server mentioned in the error, typically the VSA server.

Solution

This is usually a transitive issue, as the endpoint would have to be able to reach the VSA server in order to have started the operation.

Reboot the endpoint and reattempt the operation.

Issue

Failed to install

Cause

This is a generic error generated when an install fails and there is not a specific error returned.

Solution

Check the Activity.log for clues as to the cause of the issue.

Issue

Kaseya License file does not exist.

Cause

The kaseya.plk file is missing from the server or the endpoint. The plk file is a license file, stored on the VSA server and delivered to the endpoint. The endpoint checks that this file exists and is valid before performing any operations. If the file is not on the server, then it will not be delivered to the endpoint. If this is only affecting a single machine, it may indicate that something is blocking the file being delivered to the endpoint.

Solution

If the plk file is missing from the VSA server then please perform the steps in this KB article and raise a support ticket.

If this issue is only affecting a single endpoint, reboot the endpoint and reattempt the operation.

Issue

This machine is in a suspended state.

Cause

If the machine has been suspended in SM prior to the operation beginning, then this message will be displayed.

Solution

If you want the machine to be suspended, then remove the profiles that are assigned. If the machine was suspended by mistake, unsuspend the machine.

Issue

Warning: No reboot, email sent; reboot and rescan required.

Cause

If the machine has been patched, but a reboot has not yet taken place, then this error will be displayed.

Solution

Reboot the machine and reattempt the operation.

Issue

Cannot install the software on the 3rd-Party Software profile because this machine is not licensed for 3rd-Party software.

Cause

The machine is trying to install third party applications, but the machine is not licensed for third-party apps.

Solution

Remove any third-party profiles from the machine, or enable third-party support. Do not assign third-party profiles to machines that are not licensed for third-party apps.

Issue

Error On Endpoint: Error: Unexpected error occurred during PmClient run. Exit code: 2. Description: Error from Windows Update API

Cause

During the scan or deployment of Windows updates, the Windows Update API is used. If the Windows Update API returns an error, this message is displayed in the interface.

Solution

Test that Windows Update works via control panel.

Check the windows event logs for any Windows Update messages.

Check that the Windows Update service is running.

Issue

Error On Endpoint: Error: Windows Update Service is disabled. Please enable the service and ensure it is running on the endpoint.

Cause

During the scan or deployment of Windows updates, the Windows Update API is used. If the Windows Update service is not running, this message is displayed in the interface.

Solution

Test that Windows Update works via control panel.

Check the windows event logs for any Windows Update messages.

Check that the Windows Update service is running.

Issue

Error On Endpoint: Process did not finish execution within the specified time limit:

Cause

There is a 30 minute timeout for any operation to finish. If this time is exceeded, this message will be displayed.

Solution

Re-attempt the operation.

Issue

Error On Endpoint: SyntaxError: Unexpected end of input

Cause

There was an error with the command passed to the endpoint.

Solution

Reattempt the operation.

Issue

Error On Endpoint: SyntaxError: Unexpected token <

Cause

There was an error with the command passed to the endpoint. This is usually an API call returning an error message.

Solution

Reattempt the operation.

Issue

Error when trying to install.

Cause

This is a generic error message. There are no specific steps to resolve this.

Solution

Collect the logs from the affected machine and raise a support ticket.

Issue

Error within the install script so the install failed for

Cause

This is usually a result of a newer version of the installer being available on the vendor’s site. The download that was received is a newer version that the one in the catalog. As there is a checksum in the installation script; the difference between the checksum in the installer script and the checksum of the downloaded file results in the deployment script failing.

Solution

Until the catalog is updated, this message will continue to be displayed.

Collect the logs from the affected machine and raise a support ticket.

Issue

This install script took too long to execute so the install failed for

Cause

There is a timeout built into the steps of the operations. If this is exceeded, this message will be displayed

Solution

Check the Activity.log for the message timeout and see if you are able to identify the reason for the timeout.

Issue

Issue with connecting to VSA from the machine so the install failed for

Cause

This error occurs if the endpoint was unable to contact the VSA server during the operation.

Solution

This is usually an intermittent network issue. For the operation to have started, the agent must have been online and be able to connect to the VSA server, so this implies that during the operation, which can take several minutes, the network connection to the VSA server failed.

Reattempt the operation.

Issue

Object reference not set to an instance of an object.

Cause

This is a generic error message. There are no specific steps to resolve this.

Solution

Collect the logs from the affected machine and raise a support ticket.

Software Management error codes

Code	Old Message	Actual Message	Filter Name	Notes
1010	Error on Endpoint: Error: Operation isn't supported: {requestOperation}	Error 1010: Operation isn't supported: {requestOperation}		OS patch request related
1020	Error on Endpoint: Error: Unsupported OS: {os}	Error 1020: Unsupported OS: {os}	Error 1020: Unsupported OS.	If OS type is not MacOS or Windows
1030	Error on Endpoint: Error: {SQLite related error}	Error 1030: {SQLite related error}	Error 1030: SQLite related error.	Error while getting or storing VsaUrl from/to SQLite DB
1040	Error on Endpoint: Error: {Error thrown during getting request from VSA}	Error 1040: {Error thrown during getting request from VSA}	Error 1040: Error during getting request from VSA.	Includes HTTP code
1041	Error on Endpoint: Error: {Error thrown during getting request JSON from VSA}	Error 1041: Error downloading the Request JSON file from VSA. {Inner Error}	Error 1041: Error downloading the Request JSON file from VSA.
1050	Error on Endpoint: Error: Error downloading Kaseya 3PP binary files: {archiveName} does not exist	Error 1050: Error downloading Kaseya 3PP binary files: {archiveName} does not exist	Error 1050: Error downloading Kaseya 3PP binary files.
1060	Error on Endpoint: Error: Property {property} is missing / wrong type	Error 1060: Property {property} is missing / wrong type	Error 1060: Response from VSA is not valid	Means that request from server is not valid
1070	Error on Endpoint: Error: {SmPmBinariesExtractFailed}	Error 1070: {SmPmBinariesExtractFailed}	Error 1070: SMPM binaries extraction failed
1090	Error on Endpoint: Error: {SendResultsToVsaError}	Error 1090: {SendResultsToVsaError}	Error 1090: Error during sending results to VSA
1100	Error on Endpoint: Error: {ReadFileIntoJsonError}	Error 1100: {ReadFileIntoJsonError}	Error 1100: Can't read file into JSON
1110	Error on Endpoint: Error: {CommonSmPmError}	Error 1110: {CommonSmPmError}	Error 1110: Unknown SM error	Unknown error during SmPm request processing
1120	Error on Endpoint: Error: {CommonPmClientRequestError}	Error 1120: {CommonPmClientRequestError}	Error 1120: Unknown error during PM Client request processing

From PM Client Error On Endpoint: Unexpected error occurred during PmClient run. Exit code: Description: {text below}

Code	Old Message	Actual Message	Filter Name
2001	Syntax error in the command to be executed	Error 2001:Syntax error in the command be executed	Error 2001 Syntax error in the command to be executed
2002	Error from Windows Update API	Error 2002: Error from Windows Update API	Error 2002: Error from Windows Update API
2004	Operation took too long to execute	Error 2004: Operation took too long to execute	Error 2004: Operation took too long to execute
2005	Input file contains incorrect data	Error 2005: Input file contains incorrect data	Error 2005: Input file contains incorrect data
2008	The code returned if reboot is required. It can be due to an installation or an uninstallation of an update.	Error 2008: The code returned if reboot is required. It can be due to an installation or an uninstallation of an update.	Error 2008: The code returned if reboot is required. It can be due to an installation or an uninstallation of an update.
2100	Provided list of updates does not contain updates that are available to install (i.e. there are no applicable updates on the endpoint from this list)	Error 2100: Provided list of updates does not contain updates that are available to install (i.e. there are no applicable updates on the endpoint from this list)	Error 2100: Provided list of updates does not contain updates that are available to install (i.e. there are no applicable updates on the endpoint from this list)
2101	Update sent to Uninstall command can not be uninstalled	Error 2101: Update sent to Uninstall command can not be uninstalled	Error 2101: Update sent to Uninstall command can not be uninstalled
2102	Uninstall can not find given update	Error 2102: Uninstall can not find given update	Error 2102: Uninstall can not find given update
2103	Installation of an updates fails. (i.e. when system update API returns something else than exit code “Success”)	Error 2103: Installation of an updates fails. (i.e. when system update API returns something else than exit code “Success”)	Error 2103: Installation of an updates fails. (i.e. when system update API returns something else than exit code “Success”)
2104	Windows Update process on the machine is currently in progress and requires reboot. Scan/Deploy was aborted to prevent conflicts. Please reboot the machine.	Error 2104: Windows Update requires a reboot. Please reboot the machine and run the scan (deploy) procedure again."	Error 2104: Windows Update requires a reboot. Please reboot the machine and run the scan (deploy) procedure again."
2200	Windows Update Service is disabled. Please enable the service and ensure it is running on the endpoint.	Error 2200: Windows Update Service is disabled. Please enable the service and ensure it is running on the endpoint.	Error 2200: Windows Update Service is disabled. Please enable the service and ensure it is running on the endpoint.
2201	Windows Update process on the machine is currently in progress. Scan/Deploy was aborted to prevent conflicts.	Error 2201: Windows Update is currently in progress. Please run a scan (deploy) procedure later.	Error 2201: Windows Update is currently in progress. Please run a scan (deploy) procedure later.
2255	Unknown error. See PmClient logs for details.	Error 2255: Unknown error. See PmClient logs for details.	Error 2255: Unknown error. See PmClient logs for details.
2300		Error 2300: Patch installation requires accepting the EULA. You can turn on the configuration option to accept EULA automatically.	Error 2300: Patch installation requires accepting the EULA. You can turn on the configuration option to accept EULA automatically.

From SM Client

Code	Old Message	Actual Message	Filter Name
Scan
3101	Syntax error in the command to be executed	Error 3101: Syntax error in the command to be executed	Error 3101: Syntax error in the command to be executed
3102	Issue with connecting VSA from the machine so the scan failed.	Error 3102: Issue with connecting VSA from the machine so the scan failed	Error 3102: Issue with connecting VSA from the machine so the scan failed
3103	Error within the scan script so the scan failed.	Error 3103: Error within the scan script so the scan failed.	Error 3103: Error within the scan script so the scan failed.
3104	This scan script took too long to execute so the scan failed.	Error 3104: This scan script took too long to execute so the scan failed.	Error 3104: This scan script took too long to execute so the scan failed.
3199	Error when trying to scan machine.	Error 3199: Error when trying to scan the machine.	Error 3199: Error when trying to scan the machine.

Install

Code	Old Message	Actual Message	Filter Name
3201	Syntax error in the command to be executed for {patchName}	Error 3201: Syntax error in the command to be executed.	Error 3201: Syntax error in the command to be executed.
3202	Issue with connecting to VSA from the machine so the install failed for {patchName}	Error 3202: Issue with connecting to VSA from the machine so the install failed for {patchName}	Error 3202: Issue with connecting to VSA from the machine
3203	Error within the install script so the install failed for {patchName}	Error 3203: Error within the install script so the install failed for {patchName}	Error 3203: Error within the install script.
3204	This install script took too long to execute so the install failed for {patchName}	Error 3204: This install script took too long to execute so the install failed for {patchName}	Error 3204: This install script took too long to execute.
3299	Error when trying to install {patchName}	Error 3299: Error when trying to install {patchName}	Error 3299: Error when trying to install.

Uninstall

Code	Old Message	Actual Message
3301	Attempted to uninstall {patchName}. Syntax error in the command to be executed.	Error 3301: Attempted to uninstall {patchName}. Syntax error in the command to be executed.
3302	Attempted to uninstall {patchName}. Issue with connecting to VSA from the machine.	Error 3302: Attempted to uninstall {patchName}. Issue with connecting to VSA from the machine.
3303	Attempted to uninstall {patchName}. Error within the uninstall script.	Error 3303: Attempted to uninstall {patchName}. Error within the uninstall script.
3304	Attempted to uninstall {patchName}. This uninstall script took too long to execute.	Error 3304: Attempted to uninstall {patchName}. This uninstall script took too long to execute.
3399	Attempted to uninstall {patchName}. An unknown error occurred.	Error 3399: Attempted to uninstall {patchName}. An unknown error occurred.

From VSA

Code	Actual Message	Filter Name	Notes
4010	Error 4010: The machine no longer has a Scan and Analysis profile. The scan cannot continue.	Error 4010: The machine no longer has a Scan and Analysis profile. The scan cannot continue.
4020	Error 4020: Cannot install the software on the 3rd-Party Software profile because this machine is not licensed for 3rd-Party software.	Error 4020: Cannot install the software on the 3rd-Party Software profile because this machine is not licensed for 3rd-Party software.
4030	Error 4030: Zip file does not exist.	Error 4030: Zip file does not exist.
4040	Error 4040: Kaseya 1.0 {OS/3PP} Patch Engine is not supported anymore.	Error 4040: Kaseya 1.0 {OS/3PP} Patch Engine is not supported anymore.
4050	Error 4050: Scan has been aborted since the agent version is less than 9.4.0.12, please upgrade this agent to the latest version.	Error 4050: Scan has been aborted since the agent version is less than 9.4.0.12, please upgrade this agent to the latest version.
4060	Error 4060: This machine is in a suspended state.	Error 4060: This machine is in a suspended state.
4070	Error 4070: Failed to install. {patch/product name}	Error 4070: Failed to install	Unknown error during install. Caught only on VSA side when patches are in progress after install is done.

Lumension

Code	Old Message	Actual Message	Filter Name
9010	Error On Endpoint: Error in deployProfile.patch: Error downloading Lumension binary files: {archiveName} does not exist.	Error 9010: Error On Endpoint: Error in deployProfile.patch: Error downloading Lumension binary files: {archiveName} does not exist.	Error 9010: Error downloading Lumension binary files.
9020	Error On Endpoint: {lumension binaries extraction failed error}	Error 9020: {lumension binaries extraction failed error}	Error 9020: lumension binaries extraction failed.
9030	Error On Endpoint: {error during send scan results}	Error 9030: {error during send scan results}	Error 9030: Error during sending scan results
9040	Error On Endpoint: Error in deployProfile.resumePatching: The system cannot find the file specified.	Error 9040: Error On Endpoint: Error in deployProfile.resumePatching: The system cannot find the file specified.	Error 9040: The system cannot find the file specified.
9050	Error On Endpoint: Error in deployProfile.patch: {generic error during lumension patch}	Error 9050: Error in deployProfile.patch: {generic error during lumension patch}	Error 9050: Error during Lumension patching
9060	Error On Endpoint: Error in deployProfile.scan: deployProfile.scan: No body contained in get patchanalysisprofile message.	Error 9060: Error in deployProfile.scan: deployProfile.scan: No body contained in get patchanalysisprofile message.	Error 9060: No body contained in get patchanalysisprofile message.
9060	Error On Endpoint: Error in deployProfile.scan: Error in startExecuteKaseyaScan: {any js runtime error}	Error 9060: Error On Endpoint: Error in deployProfile.scan: Error in startExecuteKaseyaScan: {any js runtime error}	Error 9060: Error during Lumension scan
9070	Patch scan file failed to download.	Error 9070: Patch scan file failed to download	Error 9070: Patch scan file failed to download
9080	Required package files not available.	Error 9080: Required package files not available	Error 9080: Required package files not available
9090	Kaseya License file doesnot exist.	Error 9090: Kaseya License file doesnot exist.	Error 9090: Kaseya License file doesnot exist.
9100	The PatchPlayer did not initialize properly.	Error 9100: The PatchPlayer did not initialize properly.	Error 9100: The PatchPlayer did not initialize properly.
9110	Required scan file not available	Error 9110: Required scan file not available	Error 9110: Required scan file not available
9120	Failed to install after {X} attempts	Error 9120: Failed to install after {X} attempts	Error 9120: Failed to install after {X} attempts