Reporting Installer Problems

 If you encounter installation issues...

For Installer Problem Prior to Reapply Schema

  1. Screenshot the error - Edit, select all, copy, paste to Wordpad.
  2. Locate in Windows the Kaseya html file and copy it.
  3. Attach screenshot and file to the ticket.
  4. Provide the system configuration: OS, DB, WEB OS.
  5. If the install is broken, most of the time we cannot use the agents or other mechanisms to get to the machine. Provide RDP access for installer issues: machine name, user and password.
  6. Leave the process running at the point of error.

For Installer Problem During Reapply Schema

  1. Screenshot the error - Edit, select all, copy, paste to Wordpad.
  2. Locate the files in <KaseyaRoot>\DBInstall\TempFiles
  3. Attach screenshot and files to the ticket.
  4. Identify the Pass number where reapply encountered an error.
  5. Provide the system configuration: OS, DB, WEB OS.
  6. Provide remote access login information: machine name,user and password
  7. Leave the process running at the point of error.