We got this problem many times before we came up a solution. It was really a big headache for us. Agents could not go online even they got a backup server address. Our technician had to go to the client’s sites and RESET the Comcast modem (Restart the modem did not solve the problem sometimes).
We did diagnosis and found out those agents actually were connected to our server using the primary server address. But the network packets could not get back to those agents. We double checked the firewall rules on our side and the client side. Rerouted network traffic. Problems were still there. Our service IP was not blocked, because we had no problem to access agent computers using HTTP or RDP from our server.
Finally it turned out the Comcast cable modems were blocking the Kaseya network packets by using something called “Smart IP Packet Filter”. It is enabled by default. To disable it, log in your Comcast cable modem, and check “Disable Smart IP Packet Filter” in the “Firewall” section. Amazingly, all your agent go online right away!
Solution: Disable “Smart IP Packet Filter” in Comcast cable modem
