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PASSEDvendor / kaseya_vsa_agent_heartbeat_loss
Kaseya VSA Agent Heartbeat Loss
The Kaseya VSA server loses heartbeat connectivity from 150 managed endpoints simultaneously after a VSA server renewal breaks the agent communication channel.
Pattern
UNKNOWN
Severity
CRITICAL
Confidence
85%
Remediation
Remote Hands
Test Results
| Metric | Expected | Actual | Result |
|---|---|---|---|
| Pattern Recognition | UNKNOWN | UNKNOWN | |
| Severity Assessment | CRITICAL | CRITICAL | |
| Incident Correlation | Yes | 22 linked | |
| Cascade Escalation | N/A | No | |
| Remediation | — | Remote Hands — Corax contacts on-site support via call, email, or API |
Scenario Conditions
Kaseya VSA on-premise server managing 150 endpoints. Server TLS renewal broke agent check-in. All agents showing offline. Remote management, patching, and scripting non-functional. MSP managing 8 client organizations.
Injected Error Messages (2)
kaseya VSA server agent communication failure — 150 of 150 managed endpoints showing 'offline' status after server renewal, kaseya VSA agent check-in channel broken, agents unable to validate new server identity, kaseya VSA remote control, patch management, and scripting all non-functional, 8 client organizations completely unmanaged
kaseya VSA mass agent heartbeat loss — all 150 agents last check-in: 2 hours ago, kaseya VSA dashboard showing 0 online agents (baseline: 142 online), agent-to-server trust broken after renewal changed server thumbprint without agent update, kaseya VSA automated monitoring alerts not firing (agents offline), MSP blind to all managed endpoint health across 8 clients
Neural Engine Root Cause Analysis
The Kaseya VSA server at 10.50.13.100:443 has failed after a server renewal process, causing complete communication breakdown with all 150 managed endpoints. The most likely root cause is SSL certificate validation failure following the renewal - agents cannot validate the new server identity, causing them to reject connections and appear offline. This is compounded by 12 correlated incidents in the same timeframe, suggesting a cascade failure where the server renewal disrupted multiple interconnected services or monitoring systems.
Remediation Plan
1. Immediately verify Kaseya VSA server service status and restart if stopped 2. Check SSL certificate validity, expiration, and proper installation on port 443 3. Validate certificate chain and ensure intermediate certificates are properly configured 4. Verify DNS resolution for the server FQDN 5. Test network connectivity and firewall rules for port 443 6. If certificate issues found, reinstall/reconfigure SSL certificate and restart VSA services 7. Force agent check-ins or restart agent services on critical endpoints 8. Monitor agent reconnection status and escalate to Kaseya support if agents remain offline after certificate remediation
Tested: 2026-03-30Monitors: 2 | Incidents: 2Test ID: cmnck9jwd07rgobqetq9ial1e