General FAQs

This article lists some general questions that are frequently asked by our customers and answered by our KaseyOne team. Refer to KaseyaOne video tutorials to get started with KaseyaOne!

ANSWER  Log In with KaseyaOne is the technology built into each of the Kaseya IT Complete modules that allows you to have Unified Login and centralized access to Kaseya IT Complete modules.

For more information, refer to Log In with KaseyaOne and Log In with KaseyaOne FAQs. Log In with KaseyaOne FAQs

NOTE  Log In with KaseyaOne was formerly known as Log In with IT Complete.

ANSWER  After the IP Access List is enabled, if you try to log in to KaseyaOne from an IP address that is not on the list then you will get the following error message - to resolve this issue, please contact your KaseyaOne administrator or Kaseya support:

ANSWER  When clicking on a link to view a support ticket, you will be redirected to the Kaseya Support Authentication page.

On this page you will have several options to authenticate based on which module accounts you may already have. You may also click the Access Kaseya Helpdesk link if you already have a Zendesk account. Clicking on one of the Kaseya module options will take you to that portal to authenticate. The primary authentication options are: 

  • IT Glue

  • KaseyaOne

  • Autotask

  • Datto Partner Portal

  • vPenTest (Vonahi )

ANSWER  The KaseyaOne Welcome Email will be similar to the following. Please ensure that it does not get caught in your spam filter, your junk folder, or automatically get moved to a folder by a rule

From: noreply@kaseya.net (Please make sure to whitelist this email address to ensure you receive it)

Subject: Welcome to KaseyaOne

If you still have not received the email 48hrs after registering, please contact support and they will resend the KaseyaOne Welcome Email to you. Please also check out the KaseyaOne Support FAQs page for more information.

ANSWER  Yes, your username and company name are case sensitive and need to be entered exactly as written.

ANSWER  There is a known issue when adding a 2FA account with the same email address as an already existing 2FA account. When using your authenticator app to scan the QR code during the 2FA setup, the app may present a message as follows: 

"This action will overwrite existing security information for your account: name@company.com. To prevent being locked out of your account, continue only if you initiated this action from a trusted source."

- with the option to Cancel or Continue. The exact message may be different on your app but will be similar in nature.

DO NOT CLICK CONTINUE!

Message

If you click Continue, you will overwrite an existing 2FA account (like your Microsoft Azure or IT Glue MFA) and it will not only break your access to that account, but will also not allow you to log in to KaseyaOne.

Instead, follow these steps to add the KaseyaOne 2FA account manually:

NOTE  The following steps are specifically for the Microsoft Authenticator app, but the steps to follow are similar for other apps. Please review the additional support information links at the end of this FAQ for instructions on some of the other authenticator apps .

  1. On the KaseyaOne Set Up 2FA page with the QR code, click the Can't scan? link in step 2.

  2. A long code will be returned to you (and make a note of it).

    2FA - Setup

  3. Open the Microsoft Authenticator app, click Add account (the plus icon), and then click Other (Google, Facebook, etc.).

  4. Click Or enter code manually.

    Enter code manually

  5. Now enter the code from step 2, and then click Finish.

  6. The Accounts screen opens in the app showing your account name and a verification code.

  7. In KaseyaOne, enter the 2FA code you see for your KaseyaOne account in the Microsoft Authenticator app in field 3. Enter the code generated by the app and click Next.

  8. If the code is correct, a Success screen/message will be returned.

  9. Click Done and you will be automatically logged in to KaseyaOne.

Additional support articles

ANSWER  KaseyaOne supports the following authenticator applications: Passly, Microsoft Authenticator, Google Authenticator, Cisco DUO, Twilio Authy, and FreeOTP.

Passly:

Microsoft Authenticator: 

Google Authenticator: 

Cisco DUO: 

Twilio Authy:

FreeOTP:

ANSWER  KaseyaOne supports the following browsers: Chrome, Safari, Firefox, Microsoft Edge.

ANSWER  Click Help on the top navigation menu and then click Status to check the status of KaseyaOne and all other Kaseya services.

You can also simply go to https://status.kaseya.net/ in your browser.

ANSWER  You can submit feedback to KaseyaOne or any of our IT Complete modules by going to the Kaseya Community website. There is a link to the community on the left navigation menu or you can go to https://community.kaseya.com/ in your browser.

ANSWER  Click My Account > My Settings on the top navigation menu and on the (default) Profile tab, you can edit user information such as first name. last name, email, and time zone.

ANSWER  Your account manager's contact information and their manager's contact information appears in the My Account Team widget located on the side of the page under the left navigation menu.

ANSWER  Click My Account > My Settings on the top navigation menu and on the Profile tab you will find your Company Login URL under the Time Zone field. Refer to Configure your profile.

ANSWER  You can only add one module instance to your module launcher at this time. The ability to add multiple instances of a module is on the roadmap and will be added in a future feature update.

ANSWER  When you create a user in KaseyaOne, an account will automatically be created in Kaseya University for them as soon as they click on the Kaseya University link in the left navigation menu.

All users can access their Kaseya University account from KaseyaOne. If a user already had an existing Kaseya University account, it will automatically be linked to that KaseyaOne account as long as it has the same email address.

To assign courses, use the KU Course drop-down control on the Admin Settings > User Management > Add/Edit User page. If a user with an existing Kaseya University account already has courses assigned, they will be visible on the Add/Edit User page for that user.

ANSWER  All of your courses prior to setting up KaseyaOne will appear, but any new courses will only appear after a Master user for your account assigns courses to your user using the KU Course drop-down control on the Admin Settings > User Management > Add/Edit User page.

ANSWER  Although Datto subscriptions are now visible in KaseyaOne, you must still access any courses for those subscriptions through Datto Academy in your Datto Partner Portal. All Datto courses will be available in Kaseya University in the near future.

ANSWER  The audIT team is working on provisioning accounts and licenses for all customers that did not receive them during the first run at Connect IT. Please be patient while they work through the backlog and you will automatically receive your account and licenses.

ANSWER  The audIT team is working on adding all users that were not included in the first run at Connect IT. Please be patient while they work through the backlog. As a workaround, anyone with access to your audIT account can create a user for you in audIT and you will automatically have Unified Login access from KaseyaOne.

ANSWER  If you encounter problems accessing the Kaseya Store from your Datto Partner Portal, as a workaround, you may access the store from your KaseyaOne account. If you don't have a KaseyaOne account, please contact your account manager and they will arrange to have one created for you. We are working on fixing access to Kaseya Store from Datto Partner Portal for all partners.

ANSWER  Please ensure that your browser's pop-up blocker is not preventing the page you are clicking on from opening. For more information about how to manage pop-up blockers, follow the link for your browser below:

ANSWER  To add KaseyaOne to your whitelist of approved entities that are allowed access to your network and computer systems, you need to do the following:

  • Whitelist Cloudflare, which is Kaseya's Web Application Firewall (WAF). Cloudflare's current IP ranges are always available on this page: https://www.cloudflare.com/ips/.

  • Whitelist KaseyaOne's Microsoft Azure IP range, which is: 168.61.5.96/29.