PARTNERS

Troubleshooting unhandled events

The endpoint management system, synchronization tasks and deployments tasks in Kaseya VSA generate unhandled events.

Viewing unhandled events

Inventory sync events

You can view inventory sync events by navigating to Bitdefender > Operations > Inventory Sync Events.

You can search the inventory sync events table as follows:

  • Search for Source Name and Destination Name.

  • Filter event results by Event Type and organization or group Type.

  • Sort ascending / descending the current view items from the Children and Generated at columns.

  • Browse the inventory sync events using the pagination options at the lower side of the table.

Agent sync events

You can view agent sync events by navigating to Bitdefender > Operations > Agent Sync Events.

You can search the agent sync events table as follows:

  • Search for Kaseya Agent (machine ID as displayed in Kaseya VSA) and Bitdefender Agent (Bitdefender agent name as displayed in GravityZone).

  • Filter event results by Event Type.

  • Sort ascending / descending the current view items from the Kaseya Agent, Bitdefender Agent and Generated at columns.

  • Browse the agent sync events using the pagination options at the lower side of the table.

Fixing unhandled events

Inventory and agent sync events occur following automatic or manual tasks. You can choose to fix these events individually for both event types. For agent sync events, you can choose to fix them collectively.

Inventory sync events

  1. Open the Kaseya VSA Navigation Panel.

  2. Navigate Bitdefender > Operations > Inventory Sync Events

  3. Chose and event and click Fix under the Action column to bring up the event remediation screen.

  4. Choose the appropriate remediation action and click Fix to confirm.

    For more information on the options available to fix synchronization events, refer to Inventory sync event types.

Agent sync events

  1. Open the Kaseya VSA Navigation Panel.

  2. Navigate Bitdefender > Operations > Agent Sync Events.

  3. Select individual or multiple events. You can apply a collective fix to multiple events of the same type only.

  4. Click Fix to bring up the event remediation screen.

    For more information on the options available to fix deployment events, refer to Agent sync event types.

Inventory sync event types

After a synchronization task in Kaseya VSA, you may receive the following events, with specific manual actions that you can take on:

Destination Moved

The destination organization (from GravityZone) associated with the source organization (from Kaseya VSA) was moved to another place in the hierarchy.

Options to manually fix the event:

  • Move the destination organization according to the source organization.

  • Ignore this event and the child events. The destination organization will not be moved.

Destination Deleted

The destination organization (from GravityZone) associated with the source organization (from Kaseya VSA) was not found and it must be recreated.

Options to manually fix the event:

  • Recreate the destination organization and associate it with the source organization.

  • Recreate the destination organization using a custom name provided in the Remediation details field.

  • Ignore this event and the child events. Destination organization will not be created.

Missing Association Found

The source organization (fromKaseyaVSA) is on the same hierarchy level with the destination organization (from GravityZone). The two entities can be associated.

Options to manually fix the event:

  • Associate the source organization with the destination organization.

  • Rename the existing destination organizations together with this node, using the Remediation details prefix. Then create a new destination hierarchy to be associated with the source.

  • Ignore this event and the child events. No association will not be created.

Missing Prefix-based Association Found

The source organization (fromKaseyaVSA) is on the same hierarchy level with the destination organization (from GravityZone). According to the name similarity and prefix, these two entities should be associated.

Options to manually fix the event:

  • Associate the source organization with the destination organization.

  • Associate the source organization with the destination organization and rename the latter.

  • Ignore this event and the child events. No association will be created.

Destination Creation

Could not create a destination organization in the GravityZone inventory using the name of the source organization (from Kaseya VSA). This event may be generated when the name already exists in GravityZone or because of another reason. As recommendation, a custom name should be provided.

Options to manually fix the event:

  • Create a destination organization using a custom name provided in the Remediation details field.

  • Ignore this event and the child events. No association will not be created.

Source Deleted

The source organization (from Kaseya VSA) associated with a destination organization (from GravityZone) was not found, usually because it was deleted.

Options to manually fix the event:

  • Delete the destination organization.

  • Keep the destination organization and move on to child events.

  • Ignore this event and the child events. The destination organization will not be deleted.

Source and Destination Deleted

The source organization (from Kaseya VSA) and the destination organization (from GravityZone) were not found.

Options to manually fix the event:

  • Remove any data associated with the source and destination entity.

  • Ignore this event. This event is generated again after running the inventory synchronization.

Agent sync event types

After a deployment task in Kaseya VSA, you may receive the following events, with specific manual actions that you can take on:

Destination Moved

The agent's destination from Kaseya VSA was moved from its original location, inside the same organization or between organizations.

Options to manually fix the event:

  • Move the agent's destination according to the position of the source agent.

  • Ignore this event. This event is generated again after running the deployment process.

    Note

    The Bitdefender plugin generates a Destination Moved event when endpoints move between organizations in the following conditions:

    • Both the source and destination organizations are under the same tenant in GravityZone.

    • Both the source and destination organizations are directly under the root company in GravityZone.

    If these conditions are not met, the Bitdefender plugin generates a Rogue Bitdefender Agent Found event, which implies uninstall and reinstall the security agent.

    Handling the Destination Moved event depends on additional conditions, such as:

    • Both the source and destination organizations have the same license type.

    • Endpoints have the same settings in the source and destination organization.

    If handling a Destination Moved event between organizations repeatedly fails, it is recommended to try the move manually in the GravityZone console in order to receive better feedback.

Rogue Bitdefender Agent Found

The agent's destination was found outside the target organization or tenant. Some specific cases of agents being found in a different company in GravityZone generates Destination Moved events. For details, see the note included at Destination Moved.

Options to manually fix the event:

  • Move the agent's destination according to the position of the source agent.

  • Exclude the source agent from the deployment process. This event is not generated again after running the deployment process.

  • Uninstall the Bitdefender agent. The Bitdefender uninstall password protection prompts you, if configured in Control Center. If this is required, fill in the password and select Uninstall to confirm.

  • Ignore this event. This event is generated again after running the deployment process.

Destination Deleted

The Bitdefender security agent was uninstalled from the source agent.

Options to manually fix the event:

  • Reinstall the Bitdefender security agent.

  • Exclude the source agent from the deployment process. This event is not generated again after running the deployment process.

  • Ignore this event. This event is generated again after running the deployment process.

Missing Association Found

The Bitdefender security agent is not associated with the source agent.

Options to manually fix the event:

  • Associate the Bitdefender security agent with the source agent. Installation not required.

  • Ignore this event. This event is generated again after running the deployment process.

Install Bitdefender Agent

The Bitdefender security agent is not installed on the source agent.

Options to manually fix the event:

  • Install the Bitdefender security agent.

  • Ignore this event. This event is generated again after running the deployment process.

Source Deleted

The agent located in the source inventory is no longer present.

Options to manually fix the event:

  • Uninstall the Bitdefender security agent from the agent's destination.

  • Leave Bitdefender security agent installed.

  • Ignore this event. This event is generated again after running the deployment process.

Source and Destination Deleted

The source agent and destination agent were not found.

Options to manually fix the event:

  • Remove any data associated with the source and destination agent.

  • Ignore this event. This event is generated again after running the deployment process.