Software Management Troubleshooting Guide

If you see errors in SM under the Errors tab, you might also see a link there that says: Click here for more information.

When you click the link, it will take you to the Software Management Troubleshooting Guide that lists SM error messages with their meaning, cause and troubleshooting steps to resolve.

Here is the link to that Guide:

https://helpdesk.kaseya.com/hc/en-gb/articles/4409291501329

We have also compiled a list of error codes that might not have been mentioned in the above article:

Error 1041: Error downloading the Request JSON file from VSA.
- Remediation: Perform a Force Update on the agent and try again

Error 2002: 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
  - Remediation #1
    - Remove any GPO setting controlling WAU
    - Run a gpupdate /force on the affected machines
    - Restart Windows Update service
    - Rescan using SM
  - Remediation #2: Try a fresh scan after each step listed
    - Restart the Windows Update services via Live connect
    - Test that Windows Update works via Control Panel.
      - Correct any issues found
        Possible helpful commands, run via CMD/Admin level
        sfc /scannow
        dism.exe /Online /Cleanup-image /Restorehealth
    - Check the Windows Event Logs for any Windows Update messages.

Error 2103: Failed to install.
- Remediation: Schedule reboot.
- This is a generic error generated when an install fails and there is not a specific error returned.

Error 2104: Windows Update requires a reboot. Please reboot the machine and run the scan (deploy) procedure again. Click here for more information.
- Remediation: Schedule reboot.

Error 2201: Windows Update is currently in progress. Please run a scan (deploy) procedure later. Click here for more information.
- Remediation: Schedule reboot.

Error 3202: Failed to configure Windows Group Policies. See logs for details.
- Cause: Corruption in the Group Policy on the computer
- Remediation:
  - Rename: c:\windows\system32\grouppolicy\machine\registry.pol file to registry.bak
  - Open Powershell and run: gpupdate /force
  - Clear the error in SM and run another SM Scan
  - If the above doesn’t work, try:
    - sfc /scannow
    - DISM.exe /Online /Cleanup-image /Restorehealth (Note this command may be different for older OS versions)
  - NOTE: Any OS older than Server 2012R2 may not be correctible. Make an attempt, but do not spend a lot of time on these machines. They aren’t supported for OS updates.

Error 3203: 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 catalogue. 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
- Remediation: Until the catalogue is updated by Kaseya, this message will continue to be displayed.

Error 3204: This install script took too long to execute so the install failed
- Remediation: Schedule reboot.
- Known issue in general

Error 3206: Another MSI installation is already in progress.
- Remediation: Wait until previous install is finished and retry

Error 3299: Error when trying to install “Microsoft Office 365…”
- Still under investigation
- MS does not support auto updating computers running multiple versions of Office products

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
- Remediation: 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.