Installation instructions for version 2.0

← KeepActive user guide version 2.0
↑ KeepActive Documentation version 2.0

Quick Start for Installing KeepActive Agent on Windows

1. Purpose

This document helps you quickly install KeepActive Agent on a Windows computer.

2. Before Installation

Prepare the following:

  • the KeepActive Agent installation file;
  • the activation key from the my.kickidler.com account;
  • access to the computer with administrator rights.

3. Temporarily Disabling Antivirus Protection

Before installation, it is recommended to temporarily disable the antivirus software or Windows Defender. This is needed to prevent security protection from blocking the installation file, service creation, or the first launch of KeepActive Agent. After installation, protection must be enabled again.

4. Installation via MSI File

  1. Download the KeepActive Agent installation file to the computer.
  2. Run the .msi file.
  3. In the installation window, click Next.
  4. Read the license agreement.
  5. Select the required checkboxes and click Next.
  6. Enter the activation key from the my.kickidler.com account and click Next.
  7. At the version selection step, leave the available Time Tracking version selected and click Next.
  8. If hidden installation is required, enable the Hidden mode option.
  9. If hidden installation is not required, leave this option disabled and click Next.
  10. At the update and licensing center selection step, leave the default settings and click Next.
  11. Leave the default installation path unless the administrator has specified a different path.
  12. Click Install.
  13. If Windows asks for confirmation, click Yes. If required, enter the administrator password.
  14. Wait for the installation to complete.
  15. When the successful installation message appears, click Finish.

After this, KeepActive Agent will be installed on the computer.

5. Adding Antivirus Exclusions

After installation, add the KeepActive Agent folder to the antivirus or Windows Defender exclusions.

This is needed to prevent the antivirus from blocking the program after installation or after the computer is restarted.

5.1. Which Folder to Add

For regular installation:

C:\Program Files\TeleLinkSoftV2

If you do not know which installation type is used, open Windows File Explorer and check whether one of the listed folders exists. If you cannot determine the installation type, contact your administrator or support team.

5.2. How to Add an Exclusion in Windows Defender

  1. 1. Open the Start menu.
  2. 2. Search for and open Windows Security.
  3. 3. Go to Virus & threat protection.
  4. 4. In the Virus & threat protection settings section, click Manage settings.
  5. 5. Find the Exclusions section.
  6. 6. Click Add or remove exclusions.
  7. If Windows asks for confirmation, click Yes.
  8. Click Add an exclusion.
  9. Select Folder as the exclusion type.
  10. Select the KeepActive Agent folder according to the installation type.

After adding the exclusion, check that the folder appears in the exclusions list.

6. Completion

After adding the exclusion, enable the antivirus software or Windows Defender again.

If the installation completed successfully, no additional actions are required. If the antivirus shows a warning again or blocks the program, contact your system administrator or support team.

KeepActive Agent for Windows: Administrator Guide

1. Purpose

This document describes the basic administrator actions for installing, checking, diagnosing, and removing KeepActive Agent on a Windows workstation.

The guide is intended for system administrators, technical support engineers, and specialists responsible for deploying or maintaining KeepActive Agent.

The document covers:

  • preparation before installation;
  • installation using an MSI file;
  • silent installation using msiexec ;
  • adding exclusions to antivirus software or Windows Defender;
  • post-installation checks;
  • location of main files and logs;
  • basic diagnostics;
  • agent removal;
  • information to provide to technical support.

2. Before You Start

Prepare the following before installation:

  • the KeepActive Agent installer in .msi format;
  • a valid activation key from the personal account:
  • access to the workstation with administrator privileges.

If the computer uses corporate antivirus software, EDR, or centrally managed security policies, check in advance whether temporary protection disabling and exclusion configuration are allowed.

3. Installing KeepActive Agent

3.1. Installation Preparation

Before running the installer, make sure that:

  • the KeepActive Agent installer has been downloaded to the workstation;
  • the activation key has been obtained from the my.kickidler.com personal account;
  • the user or administrator has local administrator privileges;
  • antivirus software or Windows Defender does not block the MSI file.

If protection blocks the installation, temporarily disable antivirus software or Windows Defender if this is allowed by the organization’s policies. Protection must be enabled again after installation.

3.2. Installation Using the MSI File

  1. Run the .msi installer file.
  2. In the installation wizard, click Next.
  3. Review the license agreement.
  4. Select the required checkboxes and click Next.
  5. Enter the activation key from the my.kickidler.com personal account.
  6. Click Next.
  7. At the version selection step, leave the available Time Tracking version selected, unless the administrator has specified another option.
  8. If hidden installation is required, enable the Hidden mode option.
  9. If hidden installation is not required, leave this option disabled.
  10. At the update and licensing center selection step, leave the default settings unless the administrator has specified different values.
  11. Leave the default installation path unless there is a specific requirement to use another directory.
  12. Click Install.
  13. If Windows asks for User Account Control confirmation, click Yes.
  14. Enter the administrator password if required.
  15. Wait for the installation to complete.
  16. When the successful installation message appears, click Finish.

After that, KeepActive Agent will be installed on the workstation.

4. Silent Installation Using msiexec

Silent installation is suitable for mass deployment, remote installation, RMM, GPO, or automated scripts.

Before running the command, make sure that:

  • Command Prompt or PowerShell is running as administrator;
  • the installer file is located on the workstation;
  • a valid activation key is used;
  • for hidden installation, the HIDDEN_MODE=1 parameter is added.

4.1. Opening the Installer Folder

If the installer is located in the Downloads folder, first open that folder:

cd "C:\Users\User\Downloads"

Replace the path with the actual folder where the MSI file is located.

4.2. Silent Installation in Visible Mode

msiexec /i "KeepActive_Agent_<version>.msi" /qn /norestart
ACTIVATION_KEY="YOUR_KEY"

4.3. Silent Installation in Hidden Mode

msiexec /i "KeepActive_Agent_<version>.msi" /qn /norestart
ACTIVATION_KEY="YOUR_KEY" HIDDEN_MODE=1

4.4. Parameter Description

Parameter /i

Starts MSI package installation.

Parameter "KeepActive_Agent_<version>.msi"

Installer file name. Replace <version> with the actual file version.

Parameter /qn

Runs the installation without displaying the installation wizard interface.

Parameter /norestart

Prevents automatic reboot after installation.

Parameter ACTIVATION_KEY="YOUR_KEY"

Activation key from the my.kickidler.com personal account.

Parameter HIDDEN_MODE=1

Enables hidden installation mode. Use this only if the agent must be installed in hidden mode.

Do not share the activation key in plain text in support requests, screenshots, logs, or correspondence.

4.5. Installation with Logging

If the installation fails or technical support requests an installation log, add this parameter:

/L*V "agent_install.log"

Example of visible-mode installation with logging:

msiexec /i "KeepActive_Agent_<version>.msi" /qn /norestart /L*V
"agent_install.log" ACTIVATION_KEY="YOUR_KEY"

Example of hidden-mode installation with logging:

msiexec /i "KeepActive_Agent_<version>.msi" /qn /norestart /L*V
"agent_install.log" ACTIVATION_KEY="YOUR_KEY" HIDDEN_MODE=1

If the command is run from the folder where the installer is located, the agent_install.log file will be created in the same folder.

When contacting technical support, attach the file agent_install.log Also specify the installation command that was used.

5. Adding KeepActive Agent to Antivirus / Windows Defender Exclusions

After installation, it is recommended to add the KeepActive Agent folder to antivirus or Windows Defender exclusions.

This may be required if antivirus software blocks:

  • agent installation;
  • service creation or startup;
  • agent executable files;
  • connection to the server;
  • log writing;
  • agent updates.

It is not recommended to add the entire C:\ drive, the entire C:\ProgramData directory, the entire user profile, or the entire %TEMP% folder to exclusions.

5.1. Paths to Add to Exclusions

For visible installation:

C:\Program Files\TeleLinkSoftV2

For hidden installation:

C:\ProgramData\ { 9e7a7972-b921-4537-06fe-e4e40085e8ce }

If the installation type is unknown, check the actual installation mode using section 7.1. How to Determine the Installation Mode.

5.2. Adding an Exclusion Through the Windows Defender Interface

  1. Open the Start menu.
  2. Find and open Windows Security.
  3. Go to Virus & threat protection.
  4. Under Virus & threat protection settings, click Manage settings.
  5. Find the Exclusions section.
  6. Click Add or remove exclusions.
  7. If Windows asks for confirmation, click Yes.
  8. Click Add an exclusion.
  9. Select Folder as the exclusion type.
  10. Specify the KeepActive Agent folder according to the installation type.
  11. Check that the added path appears in the exclusions list.

After adding the exclusion, enable antivirus software or Windows Defender again if protection was temporarily disabled.

5.3. Adding an Exclusion Through PowerShell

Open PowerShell as administrator.

For visible installation, run:

Add-MpPreference -ExclusionPath 'C:\Program Files\TeleLinkSoftV2'

For hidden installation, run:

Add-MpPreference -ExclusionPath 'C:\ProgramData\ { 9e7a7972-b921-4537-06fe-e4e40085e8ce } \'

To check current exclusions, run:

Get-MpPreference | Select-Object -ExpandProperty ExclusionPath

5.4. If Another Antivirus or EDR Is Used

Section names may differ depending on the product, but you usually need to find one of the following sections:

  • Exclusions;
  • Exceptions;
  • Allowlist;
  • Trusted applications;
  • Trusted zone;
  • Scan exclusions;
  • Real-time protection exclusions.

Add an exclusion for the KeepActive Agent installation directory.

For visible installation:

C:\Program Files\TeleLinkSoftV2

For hidden installation:

C:\ProgramData\ { 9e7a7972-b921-4537-06fe-e4e40085e8ce }

If antivirus software is centrally managed, apply or update the policy on the workstation.

6. Activation Key Validation Error During Installation

During installation, the following message may appear:

Activation key validation failed: ключ активации отклонён сервером лицензий: INVITE_EXPIRED

In this case, perform the following actions:

  1. Click OK in the error window.
  2. Check that the activation key was entered without errors.
  3. Make sure that a valid key from the my.kickidler.com personal account is being used.
  4. Run the installation again with the correct key.
  5. If the key is entered correctly but the error repeats, contact KeepActive technical support and attach a screenshot of the error.

7. Post-Installation Check

After installation, check the following:

  • the KeepActive Agent service has appeared in Windows;
  • there are no startup or connection errors in the agent logs;
  • the employee has appeared in the KeepActive web interface;
  • the workstation has received a license in the my.kickidler.com personal account.

7.1. How to Determine the Installation Mode

Open PowerShell as administrator and run:

Get-Service ngs_v2 2>$null
Get-Service tls_v2 2>$null

Then check the installation parameters in the registry:

Get-ItemProperty 'HKLM:\Software\Tele Link Software\KeepActiveAgent' |
Select-Object HiddenMode, AltGuid, InstallDir

If visible mode is used, the following service is usually present:

ngs_v2

If hidden mode is used, the following service is usually present:

7tls_v2

The InstallDir parameter shows the actual installation directory. The AltGuid parameter is used for hidden mode.

7.2. Checking Services

Open PowerShell as administrator and run:

Get-Service ngs_v2,tls_v2 -ErrorAction SilentlyContinue

If one of the services is displayed and has a valid status, the agent is installed on the workstation.

For visible installation, the following service is usually used:

ngs_v2

For hidden installation, the following service is usually used:

tls_v2

7.3. Managing Services

Check the visible-mode service:

Get-Service ngs_v2

Restart the visible-mode service:

Restart-Service ngs_v2

Stop the visible-mode service:

Stop-Service ngs_v2

Start the visible-mode service:

Start-Service ngs_v2

Check the hidden-mode service:

Get-Service tls_v2

Restart the hidden-mode service:

Restart-Service tls_v2

Stop the hidden-mode service:

Stop-Service tls_v2

Start the hidden-mode service:

Start-Service tls_v2

Restarting or stopping the service may temporarily interrupt data sending by the agent. Perform this action only when necessary.

8. Location of Main Files

This section uses separate blocks for paths and values. This format is more stable during PDF export and does not depend on table width.

8.1. Visible Installation

Installation directory

C:\Program Files\TeleLinkSoftV2

Service

ngs_v2

Agent executable

grabber_v2.exe

Configuration

<InstallDir>\config.yaml

Main log

9The main log is defined by the logs.path parameter in the configuration. The following file is often used:

<InstallDir>\agent.log

Local queue database

The local queue database is defined by the local_db.file parameter in the configuration. The following file is often used:

<InstallDir>\local.db

Registry key

HKLM\Software\Tele Link Software\KeepActiveAgent

8.2. Hidden Installation

Installation directory

C:\ProgramData\ { AltGuid }

Service

tls_v2

Agent executable

tlshost_v2.exe

Configuration

<InstallDir>\config.yaml

Main log

The main log is defined by the logs.path parameter in the configuration.

Local queue database

The local queue database is defined by the local_db.file parameter in the configuration.

Typical hidden installation path

C:\ProgramData\ { 9e7a7972-b921-4537-06fe-e4e40085e8ce }

If the actual path is different, use the InstallDir and AltGuid values from the registry.

9. Checking Logs

The main KeepActive Agent log is defined by the logs.path parameter in the config.yaml file.

In visible mode, the main log is often located in the installation directory:

<InstallDir>\agent.log

In hidden mode, the log path must be checked in the actual config.yaml .

9.1. Checking the Main Log

If the actual path to agent.log is known, check the latest lines:

Get-Content '<path_to_agent.log>' -Tail 80

Example for visible installation:

Get-Content 'C:\Program Files\TeleLinkSoftV2\agent.log' -Tail 80

If another path is used, take it from the logs.path parameter in config.yaml .

9.2. Checking the Updater Log

If the updater.log file exists in the installation directory, check it with:

Get-Content '<path_to_updater.log>' -Tail 80

Example:

Get-Content 'C:\Program Files\TeleLinkSoftV2\updater.log' -Tail 80

If the updater.log file does not exist, use the main agent log and data from config.yaml .

9.3. Additional User Logs

Sensor and selfcontrol UI logs are located in the temporary directory of the interactive user.

Get-Content "$env:TEMP\keepactive-sensor.log" -Tail 80

Get-Content "$env:TEMP\keepactive-selfcontrol.log" -Tail 80

10. Basic Diagnostics

10.1. Normal Agent Startup Signs

During normal startup, agent.log may contain the following lines:

[startup] KeepActive Agent v2.0.X.NNN (commit=...) starting
[startup] SystemMark components: mark=... system=... smbios=...
[license] Restored cached license: status=TT
[connection] Connecting to server ...:16000...
[connection] Authentication successful: agentId=N username=...
[connection] Connected and authenticated: ...:16000
[event] Event sent: CONNECTION/START
[activity] Heartbeat sent: counter=1 interval=Nms active

These messages usually mean that the agent has started, is connecting to the server, has authenticated successfully, and is sending activity data.

If startup stops earlier, look for the first ERROR or repeated WARN .

10.2. Agent Does Not Appear in the Web Interface

Check the following:

  • activation key correctness;
  • license availability in the my.kickidler.com personal account;
  • Windows service status;
  • errors in agent.log ;
  • server network availability;
  • antivirus, EDR, or firewall blocks.

10.3. Checking Network Connection to the Server

The agent establishes outbound connections:

  • to the licensing service over HTTPS;
  • to KeepActive Server over TCP port 16000 .

If the KeepActive Server address is known, check port 16000 availability:

Test-NetConnection -ComputerName <keepactive-server-host> -Port 16000

Replace:

<keepactive-server-host>

with the actual server address.

If the licensing service host is known, check DNS resolution:

Resolve-DnsName <license-host>

Replace:

<license-host>

with the actual host from the license.url parameter in config.yaml .

The agent does not listen on inbound TCP ports. Usually, no inbound firewall rules are required on the workstation.

10.4. Common Symptoms

Agent is offline in the interface

Check [connection] and [license] messages in agent.log , server availability, outbound port 16000 , and the licensing URL.

Many Target <host:port> failed messages

One or more server addresses are unavailable. If the agent connects later, this may not be critical. If the agent does not connect at all, check firewall rules, server.host , and server.port .

No activity or screenshots

Check agent connection, collection policy, user session status, and [activity] , [schedule] , and [selfcontrol] messages.

Service constantly restarts

Check config.yaml syntax, access to the local database, startup errors, and Service Manager events.

Update errors

Check agent.log , updater log, network access, antivirus blocks, or EDR blocks.

Sensor process issues

Check the user log:

Get-Content "$env:TEMP\keepactive-sensor.log" -Tail 80

11. Collecting Logs for Technical Support

If centralized diagnostics through the server interface are available, use them. If the agent cannot connect to the server, collect files locally.

11.1. Collection Using the Actual Installation Directory

Replace:

<InstallDir>

with the actual installation directory from the registry or config.yaml .

Compress-Archive -Path "<InstallDir>\agent.log*","<InstallDir>\config.yaml" -

DestinationPath "$env:TEMP\keepactive-agent-logs-$(Get-Date -Format yyyy-MM-dd).zip"

11.2. Example for Visible Installation

Compress-Archive -Path "C:\Program Files\TeleLinkSoftV2\agent.log*","C:

\Program Files\TeleLinkSoftV2\config.yaml" -DestinationPath

"$env:TEMP\keepactive-agent-logs-$(Get-Date -Format yyyy-MM-dd).zip"

11.3. If Logs Are Located in a Separate Folder

If the logs.path parameter points to another directory or file, add that path to the archive manually or replace the agent.log* path in the command.

Before sending files to technical support, mask sensitive data in config.yaml if present:

  • keys;
  • tokens;
  • invite values;
  • internal addresses if company policy prohibits sharing them;
  • inline certificates or private data.

12. Removing KeepActive Agent

KeepActive Agent is removed using a special removal script.

The removal script must be requested from KeepActive technical support. It is not recommended to use scripts from unofficial sources, old correspondence, or third-party file storage, because they may not match the current product version or removal policy.

12.1. Removal Preparation

Before removal, make sure that:

  • the action has been approved by the responsible administrator;
  • the current removal script has been obtained from KeepActive technical support;
  • the archive with the script has been saved to the workstation;
  • you have administrator privileges;
  • agent logs have been collected in advance if necessary.

12.2. Removal Using the Script

  1. Save the archive with the removal script to the computer, for example to the Downloads folder.
  2. Right-click the archive and select Extract All....
  3. Specify the extraction folder and click Extract.
  4. Open the extracted folder.
  5. Find the removal file, for example: delete_grabber.bat
  6. Right-click the file.
  7. Select Run as administrator.
  8. If Windows shows the User Account Control window, click Yes.
  9. Wait for the script to finish.

During execution, the script may stop the KeepActive Agent service, terminate agent processes, remove service entries, and clean up remaining agent directories.

After the following message appears:

Cleanup finished successfully

or:

Cleanup finished

press any key in the console window if required.

If the window has already closed after successful execution, no additional action is required.

If the script reports an error or the window closes before completion, restart the computer and run the script again as administrator. If the error repeats, contact KeepActive technical support.

13. Post-Removal Check

Open PowerShell as administrator and run:

Get-Service ngs_v2,tls_v2 -ErrorAction SilentlyContinue

If the command does not return KeepActive Agent services, the agent services have been removed.

Additionally, check for typical directories.

For visible installation:

Test-Path 'C:\Program Files\TeleLinkSoftV2'

For hidden installation:

Test-Path 'C:\ProgramData\ { 9e7a7972-b921-4537-06fe-e4e40085e8ce } \'

Check the registry key:

Test-Path 'HKLM:\Software\Tele Link Software\KeepActiveAgent'

Expected result:

  • the C:\Program Files\TeleLinkSoftV2 directory is absent;
  • the C:\ProgramData\ { 9e7a7972-b921-4537-06fe-e4e40085e8ce } directory is absent if this hidden path was used;
  • the ngs_v2 and tls_v2 services are not displayed;
  • the HKLM\Software\Tele Link Software\KeepActiveAgent registry key is absent or does not contain an active installation.

If services, directories, or active registry entries remain after removal, contact KeepActive technical support.

14. When to Contact Technical Support

Contact KeepActive technical support if:

  • KeepActive Agent installation fails;
  • the activation key is rejected even though it was entered correctly;
  • the agent is installed, but the employee does not appear in the web interface;
  • the agent does not receive a license in my.kickidler.com;
  • the agent service does not start;
  • antivirus software or Windows Defender continues to block the agent after exclusions are added;
  • the removal script fails;
  • agent services or directories remain after removal;
  • logs contain repeated connection, licensing, startup, or update errors.

When contacting support, it is recommended to attach:

  • a screenshot of the error;
  • a description of the actions performed;
  • the installer file version;
  • the date and time when the issue occurred;
  • service status;
  • the agent_install.log file if installation was performed with logging;
  • an archive of agent logs;
  • config.yaml with sensitive data masked;
  • Windows version information;
  • information about antivirus, EDR, or corporate security policies if they may affect the agent.

15. Completion

After installing or removing KeepActive Agent, the administrator must check the actual result:

  • after installation — the service is running, the agent connects, and the employee appears in the web interface;
  • after removal — the service and agent directories are absent;
  • in case of issues — logs, screenshots, and a description of the performed actions have been collected.

If the basic check does not help identify the cause of the issue, send the collected data to KeepActive technical support.

Quick Start Guide for Installing and Removing KeepActive Server on Windows

1. Purpose

This document helps you quickly install and remove KeepActive Server on a Windows computer.

2. Before Installation

Prepare the following:

  • the KeepActive Agent installation file;
  • the activation key from the my.kickidler.com account;
  • access to the computer with administrator rights.

If Windows Defender, SmartScreen, or antivirus software blocks the download, launch of the installation file, or installation of KeepActive Server, temporarily disable the blocking protection for the duration of the installation. After the installation is complete, enable the protection again.

3. Installation via MSI File

  1. Download the KeepActive Server installation file to the computer that will be used as the server. Usually, this is a file in .msi format.
  2. Run the installation file.
  3. If Microsoft Defender SmartScreen blocks the file launch, click More info, then select Run anyway.
  4. In the installation wizard, click Next.
  5. Read the license agreement.
  6. Select the checkbox to accept the terms of the license agreement and click Next.
  7. Enter the server key from the my.kickidler.com personal account and click Next.
  8. At the database selection step, it is recommended to use the built-in PostgreSQL and click Next.
  9. If you need to connect KeepActive Server to your own PostgreSQL database, contact technical support before installation to check compatibility and receive configuration recommendations.
  10. At the update and licensing center selection step, leave the default settings and click Next.
  11. Leave the default installation path unless your administrator has specified another path.
  12. Click Install.
  13. If Windows asks for confirmation, click Yes. If required, enter the administrator password.
  14. Wait until the installation is complete.
  15. When the successful installation message appears, click Finish.

After that, KeepActive Server will be installed on the computer.

4. First Login to the Web Interface

After installation, a KeepActive Server shortcut will appear on the desktop. Use it to open the central server web interface.

You can also open the web interface manually in a browser on the server:

```text id="keepactive-server-url-en" http://localhost:8123

Default login credentials:

```text id="keepactive-server-login-en"

Login: admin

Password: admin

After the first login, it is recommended to change the administrator password.

5. Removing KeepActive Server

  1. Open Windows Search.
  2. Enter KeepActive Server in the search field.
  3. In the search results, select Remove KeepActive Server.
  4. If Windows asks for confirmation, click Yes. If required, enter the administrator password.
  5. In the window that opens, select the removal mode.
  6. In the removal confirmation window, click Yes.
  7. Wait until the removal is complete.
  8. After removal is complete, the uninstaller window will close automatically.

6. Completion

If the installation is successful, open the KeepActive Server web interface and log in using the administrator account.

If the installation or removal does not complete, an error appears, or the server key is not accepted, contact technical support and attach a screenshot of the error.

KeepActive Server for Windows: Administrator Guide

1. Purpose

This document describes the basic administrative actions for installing, checking, diagnosing, and removing KeepActive Server on a Windows computer.

The guide is intended for system administrators, technical support engineers, and specialists responsible for deploying or maintaining KeepActive Server.

This document covers:

  • preparation before installation;
  • installation using an MSI file;
  • installation with logging;
  • first login to the web interface;
  • service and health-check verification;
  • port checks;
  • main file and log locations;
  • basic diagnostics;
  • server removal;
  • information to provide to technical support.

2. Before You Start

Before installation, prepare the following:

• the KeepActive Server installation file in .msi format;

• an active server key from the personal account:

https://my.kickidler.com

• access to the computer with local administrator permissions;

• the administrator password, if Windows requests privilege elevation;

• enough free disk space for the server, database, logs, and collected data.

If the computer uses a corporate antivirus, EDR, or centrally managed security policy, check in advance whether it is allowed to temporarily disable protection and add exclusions.

If protection blocks the download, MSI launch, or server operation, temporarily disable the blocking check if this is allowed by the organization’s policies. After installation, protection must be enabled again.

It is not recommended to add the entire C:\ drive, the entire C:\ProgramData directory, the full user profile, or the entire %TEMP% directory to exclusions.

13. Installing KeepActive Server

3.1. Installation Preparation

Before running the installer, make sure that:

• the KeepActive Server installation file has been downloaded to the computer that will be used as the server;

• the server key has been obtained from the my.kickidler.com personal account;

• the user or administrator has local administrator permissions;

• the antivirus, Windows Defender, or Microsoft Defender SmartScreen does not block the MSI file.

Typical installation file name:

KeepActive_Server_2.<version>.msi

If the actual file name is different, use the installer name that was downloaded from the personal account or provided by technical support.

If the browser or SmartScreen blocks the file download, allow the download. Depending on the browser, the action may be called:

• Save;

• Save anyway;

• Allow download;

• Keep anyway.

3.2. Installation Using the MSI File

Step 1. Download the KeepActive Server installation file to the computer.

Step 2. Run the .msi file.

Step 3. If Microsoft Defender SmartScreen blocks the file launch, click More info, then select Run anyway.

Step 4. In the installation wizard, click Next.

Step 5. Review the license agreement.

Step 6. Select the checkbox to accept the license agreement and click Next.

Step 7. Enter the server key from the my.kickidler.com personal account.

Step 8. Click Next.

Step 9. At the database selection step, it is recommended to use the built-in PostgreSQL, unless the administrator has specified another option.

2Step 10. If KeepActive Server must be connected to a custom PostgreSQL instance, coordinate this in advance with KeepActive technical support or the responsible administrator.

Step 11. At the update and licensing center selection step, leave the default values unless the administrator has specified different settings.

Step 12. Leave the default installation path unless there is a specific requirement to use another directory.

Step 13. Click Install.

Step 14. If Windows User Account Control requests confirmation, click Yes.

Step 15. Enter the administrator password if required.

Step 16. Wait until the installation is complete.

Step 17. After the successful installation message appears, click Finish.

After this, KeepActive Server will be installed on the computer.

3.3. Installation with Logging

If the installation fails or technical support requests an installation log, run the MSI file with the logging parameter.

Open PowerShell or Command Prompt as administrator.

If the installation file is located in the Downloads folder, go to that folder first:

cd "$env:USERPROFILE\Downloads"

Run the installation with logging:

msiexec /i "KeepActive_Server_2.<version>.msi" /L*V "server_install.log"

Replace:

KeepActive_Server_2.<version>.msi

with the actual installation file name.

If the command is executed from the folder where the installation file is located, the log will be created in the same folder:

3server_install.log

When contacting technical support, attach the server_install.log file and specify at which step the installation failed.

3.4. Key Validation Error During Installation

During installation, a message may appear stating that the key was rejected by the licensing server.

In this case, perform the following actions.

Step 1. Click OK in the error window.

Step 2. Check that the key was entered without mistakes.

Step 3. Make sure that you are using the current key from the personal account: https://my.kickidler.com

Step 4. Run the installation again using the correct key.

Step 5. If the key is entered correctly but the error repeats, contact KeepActive technical support and attach a screenshot of the error.

4. First Login to the Web Interface

After installation, a KeepActive Server shortcut should appear on the desktop. Use it to open the central server web interface.

The web interface can also be opened manually in a browser on the server:

http://localhost:8123

If the user’s computer is in the same local network as the server, the web interface can be opened using the server’s local IP address:

http://SERVER_IP:8123

Replace:

SERVER_IP

with the actual local IP address of the computer where KeepActive Server is installed.

4Default login credentials:

Login: admin

Password: admin

After the first login, it is recommended to change the administrator password.

5. Adding Antivirus / Windows Defender Exclusions

After installation, it is recommended to add the KeepActive Server directories to antivirus or Windows Defender exclusions if protection blocks service startup, PostgreSQL operation, log writing, or network connections.

5.1. Paths to Add to Exclusions

Installation directory:

C:\Program Files\KeepActiveNodeV2

Data directory:

C:\ProgramData\KeepActiveNodeV2

If the installation path was changed manually, use the actual path selected during installation.

5.2. Adding an Exclusion Through the Windows Defender Interface

Step 1. Open the Start menu.

Step 2. Find and open Windows Security.

Step 3. Go to Virus & threat protection.

Step 4. In Virus & threat protection settings, click Manage settings.

Step 5. Find the Exclusions section.

Step 6. Click Add or remove exclusions.

Step 7. If Windows requests confirmation, click Yes.

Step 8. Click Add an exclusion.

Step 9. Select Folder as the exclusion type.

Step 10. Add the KeepActive Server installation directory.

5Step 11. Add the KeepActive Server data directory if it is blocked by antivirus or EDR.

Step 12. Check that the added paths appear in the exclusion list.

After adding the exclusions, enable the antivirus or Windows Defender again if protection was temporarily disabled.

5.3. Adding an Exclusion Through PowerShell

Open PowerShell as administrator.

For the installation directory, run:

Add-MpPreference -ExclusionPath 'C:\Program Files\KeepActiveNodeV2'

For the data directory, run:

Add-MpPreference -ExclusionPath 'C:\ProgramData\KeepActiveNodeV2'

To check current exclusions, run:

Get-MpPreference | Select-Object -ExpandProperty ExclusionPath

If another antivirus or EDR is used, section names may differ. Usually, you need to find one of the following sections:

• Exclusions;

• Exceptions;

• Allowlist;

• Trusted applications;

• Trusted zone;

• Scan exclusions;

• Real-time protection exclusions.

If the antivirus is centrally managed, apply or update the policy on the workstation or server.

6. Post-Installation Check

After installation, check the following:

• whether the web interface opens;

• whether the KeepActive Server service is running;

• whether health-check responds;

• whether the required ports are available;

• whether there are critical errors in server.log ;

• whether the server is blocked by antivirus, EDR, or firewall.

66.1. Checking the Web Interface

Open the web interface on the server:

http://localhost:8123

Or from another computer in the local network:

http://SERVER_IP:8123

If the page opens and the login form appears, the KeepActive Server web interface is available.

If the page does not open, check:

• whether the nns_v2 service is running;

• whether port 8123 is available;

• whether access is blocked by Windows Firewall or a network firewall;

• whether there are errors in server.log .

6.2. Checking the KeepActive Server Service

On Windows, the KeepActive Server service is called:

nns_v2

Open PowerShell as administrator and run:

Get-Service nns_v2

If the server is working correctly, the service should have the following status:

Running

To check the actual service path, run:

Get-CimInstance Win32_Service -Filter "Name='nns_v2'" | Select-Object Name, State, PathName

If the service is not running, try to start it:

Start-Service nns_v2

If the service does not start or stops immediately, check server.log and Windows events:

7Event Viewer -> Windows Logs -> System

In Windows events, look for Service Control Manager messages, then compare the event time with entries in server.log .

6.3. Checking Health-Check

KeepActive Server responds to health-check on HTTP port 8123 .

Open in a browser:

http://localhost:8123/health

Or run in PowerShell:

Invoke-WebRequest http://localhost:8123/health

You can also use the server address in the local network:

http://SERVER_IP:8123/health

Expected result: a server response with ok status, for example:

{ "status": "ok", "time": "2026-05-26T12:00:00Z" }

If health-check responds, it means that the KeepActive Server process is running and the HTTP part of the server is working.

Important: a successful health-check does not fully verify agent connections, Live operation, PostgreSQL, or the license. For a complete check, also verify the web interface, agent connections, and the latest log entries.

6.4. Checking Ports

Check the web interface on the server:

Test-NetConnection -ComputerName localhost -Port 8123

Check the agent connection port:

Test-NetConnection -ComputerName localhost -Port 16000

8Check the Live and WebSocket update port:

Test-NetConnection -ComputerName localhost -Port 16001

If checking server availability from another computer, specify the server IP address or DNS name.

Check the web interface from another computer:

Test-NetConnection -ComputerName SERVER_IP -Port 8123

Check agent connection from another computer:

Test-NetConnection -ComputerName SERVER_IP -Port 16000

Check Live and WebSocket updates from another computer:

Test-NetConnection -ComputerName SERVER_IP -Port 16001

Port meaning:

Web interface and REST API port:

8123

Port for KeepActive agent connections to the server:

16000

WebSocket channel port for Live and web interface updates:

16001

Built-in PostgreSQL port used locally by the server:

5433

External PostgreSQL port, if a separate database server is used:

5432

9If the web interface does not open, check port 8123 first.

If agents do not connect to the server, check port 16000 .

If the web interface opens but Live or interface updates do not work correctly, check port 16001 .

7. Accessing KeepActive Server from the Internet

By default, the KeepActive Server web interface is available only in the network where the server is located, unless external access is configured.

To provide access from the Internet, one of the following options is usually required:

• a static external IP address;

• port forwarding on a router or firewall;

• VPN access to the local network;

• reverse proxy;

• hosting the server on a VPS or dedicated server.

7.1. Which Ports to Open

If access to the web interface from the Internet is required, open the inbound TCP port:

8123

If KeepActive agents must connect from the Internet, open the inbound TCP port:

16000

If Live and WebSocket updates must work from the Internet, open the inbound TCP port:

16001

For full external access, the following ports are usually required:

TCP 8123

TCP 16000

TCP 16001

Do not expose the PostgreSQL port to the Internet.

10If the built-in PostgreSQL is used, port 5433 must remain available only locally on the server.

If an external PostgreSQL instance is used, port 5432 must be available only from KeepActive Server to the database server. Do not open PostgreSQL for user workstations, agents, or the entire Internet.

7.2. Server Address for Agents

If agents must connect to the server from an external network, make sure they receive the correct server address.

By default, agents automatically receive the server address during connection, and in most cases no additional configuration is required.

If the server is available through multiple addresses or agents must connect through an external IP address or DNS name, the server address list can be changed in the following file:

C:\Program Files\KeepActiveNodeV2\config.yaml

The parameter is configured in the following section:

server:

addresses: ...

For external connection, you can specify the external IP address or DNS name of the server:

server:

addresses: "server.example.com:16000"

If there are several addresses, separate them with the | character:

server:

addresses: "server.example.com:16000|10.0.0.5:16000"

After changing config.yaml , restart the KeepActive Server service:

Restart-Service nns_v2

Do not specify 127.0.0.1:16000 for agents on other computers. For them, 127.0.0.1 means their own computer, not KeepActive Server.

7.3. Security Recommendations

It is not recommended to expose the KeepActive Server administrator web interface to the Internet without additional restrictions.

11Recommended actions:

• change the administrator password after the first login;

• restrict access to ports by IP addresses where possible;

• use VPN for administrator access;

• do not expose PostgreSQL externally;

• check firewall rules after configuration;

• use a secure access channel if the server is available from an external network.

After configuring external access, check port availability from an external computer or network.

Check the web interface:

Test-NetConnection -ComputerName EXTERNAL_IP_OR_DNS -Port 8123

Check agent connection:

Test-NetConnection -ComputerName EXTERNAL_IP_OR_DNS -Port 16000

Check Live and WebSocket updates:

Test-NetConnection -ComputerName EXTERNAL_IP_OR_DNS -Port 16001

8. Main File Locations

In this section, paths and values are shown in separate blocks. This format is more reliable when exporting to PDF and does not depend on table width.

8.1. Installation Directory

C:\Program Files\KeepActiveNodeV2

8.2. Data Directory

C:\ProgramData\KeepActiveNodeV2

8.3. Windows Service

nns_v2

128.4. Server Executable File

C:\Program Files\KeepActiveNodeV2\nns_v2.exe

8.5. Configuration File

C:\Program Files\KeepActiveNodeV2\config.yaml

8.6. Main Server Log

Most often, the main log is located at:

C:\Program Files\KeepActiveNodeV2\logs\server.log

The actual log path is defined by the logs.path parameter in the file:

C:\Program Files\KeepActiveNodeV2\config.yaml

8.7. Background Worker Logs

Background tasks write separate files to the log directory.

File names usually have the following format:

worker-<name>.log

Examples:

worker-pps.log

worker-aps.log

worker-has.log

worker-tts.log

worker-dcs.log

13worker-events.log

worker-resource-monitor.log

worker-recalc.log

8.8. Built-in PostgreSQL

The built-in PostgreSQL executable file is usually located at:

C:\Program Files\KeepActiveNodeV2\pgsql\bin\postgres.exe

8.9. Screenshots and Diagnostic Bundles

The screenshot path is defined by the parameter:

screencast.hostPath

The diagnostic bundle path is defined by the parameter:

diagnostics.bundleDir

Both parameters must be checked in the file:

C:\Program Files\KeepActiveNodeV2\config.yaml

If the path was not changed manually, use the actual value from config.yaml , not an assumed path.

9. Service Management

Open PowerShell as administrator.

Check service status:

Get-Service nns_v2

Start the service:

Start-Service nns_v2

14Stop the service:

Stop-Service nns_v2

Restart the service:

Restart-Service nns_v2

Restarting the service may temporarily interrupt the web interface, agent connections, and incoming event processing. Perform this action only when necessary or during an approved maintenance window.

9.1. Running the Server Manually for Diagnostics

If the service does not start and the logs do not show a clear error, you can temporarily run the server manually.

Open PowerShell as administrator and go to the installation directory:

cd "C:\Program Files\KeepActiveNodeV2"

Run the server manually:

.\nns_v2.exe

Manual startup often immediately shows an error in config.yaml , PostgreSQL connection, or file permissions.

Manual startup can be stopped with Ctrl+C.

After checking, start the normal service again:

Start-Service nns_v2

10. Checking Logs

Logs are required to diagnose installation, service startup, agent connections, database errors, licensing, and web interface operation.

10.1. Viewing the Latest Lines of server.log

Open PowerShell as administrator and run:

15Get-Content "C:\Program Files\KeepActiveNodeV2\logs\server.log" -Tail 100

To watch the log in real time:

Get-Content "C:\Program Files\KeepActiveNodeV2\logs\server.log" -Wait

If the main log is not located at the typical path, check the logs.path value in config.yaml .

10.2. Viewing Background Worker Logs

If the issue is related to reports, statistics, Live, data cleanup, or performance, additionally check the relevant worker-*.log files.

Example for viewing the resource monitor log:

Get-Content "C:\Program Files\KeepActiveNodeV2\logs\worker-resource-monitor.log" -Tail 100

Example for viewing the events log:

Get-Content "C:\Program Files\KeepActiveNodeV2\logs\worker-events.log" -Tail 100

10.3. Normal Startup Indicators in Logs

After a successful startup, the logs should contain similar lines:

[server] Starting KeepActive Server version=2.0.X build=Y http_port=8123

ssl_port=16000 live_port=16001

[server] Database pool initialized total_conns=N max_conns=10

[server] All components initialized successfully

[service] Service started successfully

If the server does not start, check lines with the following levels:

WARN

16ERROR

panic

11. Basic Diagnostics

11.1. Web Interface Does Not Open

Check the service status:

Get-Service nns_v2

Check the web interface port:

Test-NetConnection -ComputerName localhost -Port 8123

Check the latest lines of server.log :

Get-Content "C:\Program Files\KeepActiveNodeV2\logs\server.log" -Tail 100

Also check Windows Firewall, network firewall, and Windows events:

Event Viewer -> Windows Logs -> System

11.2. Agents Do Not Connect to the Server

Check the agent connection port:

Test-NetConnection -ComputerName SERVER_IP -Port 16000

Check the server.addresses value in the file:

C:\Program Files\KeepActiveNodeV2\config.yaml

In logs, check messages with the prefix:

[license]

17Also check:

• whether agents receive the correct server address;

• server availability from the workstation network;

• firewall between agents and the server;

• presence of a valid license;

• absence of antivirus or EDR blocking.

11.3. Live or Web Interface Updates Do Not Work

Check the Live and WebSocket port:

Test-NetConnection -ComputerName SERVER_IP -Port 16001

Check whether the WebSocket connection is blocked by a firewall, reverse proxy, or corporate proxy.

In logs, check messages with the prefix:

[live]

11.4. PostgreSQL Connection Error

If the logs contain the following message:

Failed to connect to database

check the database parameters in config.yaml :

db.host

db.port

db.user

db.password

db.dbname

If the built-in PostgreSQL is used, it is usually available locally on port:

185433

If an external PostgreSQL instance is used, the usual port is:

5432

Do not open PostgreSQL for user workstations, agents, or the entire Internet.

11.5. License Validation Error

If the logs contain the following message:

License check failed

check:

• whether the key or license is active;

• server access to the licensing service;

• correct system time on the server;

• firewall, proxy, antivirus, or EDR blocking.

11.6. Server Cannot Process Events Fast Enough

If the logs contain the following message:

channel full, dropping event

check:

• server load;

• available CPU and RAM resources;

• PostgreSQL performance;

• disk space;

• lines in worker-resource-monitor.log .

11.7. Batch Database Write Error

If the logs contain the following message:

batch flush failed

check the PostgreSQL error text near this line.

19Usually, you should first check:

• PostgreSQL availability;

• free disk space;

• database user permissions;

• errors in server.log ;

• relevant worker-*.log files.

11.8. Server Crashed

If the logs contain:

panic

or a stack trace, save the full log fragment and at least 100 lines before the error.

After that, contact KeepActive technical support.

12. Collecting Logs for Technical Support

Before sending data to technical support, mask sensitive values in config.yaml if they are present:

• db.password ;

• jwt.secret ;

• private keys;

• passwords;

• tokens;

• internal addresses, if company policy prohibits sending them.

12.1. Quick Log Packaging

Open PowerShell as administrator.

Create a variable with the archive path:

$logPath = "$env:TEMP\keepactive-server-logs-$(Get-Date -Format yyyy-MM-

dd).zip"

Create an archive with logs and configuration:

Compress-Archive `

-Path "C:\Program Files\KeepActiveNodeV2\logs\*","C:\Program

Files\KeepActiveNodeV2\config.yaml" `

-DestinationPath $logPath

Check the path to the created archive:

20Write-Output $logPath

After creating the archive, check that config.yaml inside the archive does not contain passwords, tokens, or private keys in plain text.

If the web interface is available and your version allows creating a diagnostic bundle, also attach the diagnostic bundle from the KeepActive Server web interface.

12.2. What to Attach to a Support Request

When contacting technical support, always attach:

• problem description;

• what exactly does not work: installation, web interface login, agent connection, Live, license, database, or removal;

• screenshot of the error;

• date and time when the issue occurred.

Depending on the issue, technical support may additionally request diagnostic data:

• KeepActive Server installation file version;

• Windows version;

• service check result;

• service path check result;

• health-check result;

• port check results;

• server.log file;

• required worker-*.log files, if the issue is related to reports, statistics, Live, data cleanup, or performance;

• config.yaml file with masked secrets;

• information about antivirus, EDR, firewall, or proxy, if they may affect server operation.

When requested by technical support, use the following commands and checks.

Command to check the service:

Get-Service nns_v2

Command to check the service path:

Get-CimInstance Win32_Service -Filter "Name='nns_v2'" | Select-Object Name,

State, PathName

Health-check address:

http://localhost:8123/health

21Web interface port check:

Test-NetConnection -ComputerName localhost -Port 8123

Agent port check:

Test-NetConnection -ComputerName localhost -Port 16000

Live port check:

Test-NetConnection -ComputerName localhost -Port 16001

13. Removing KeepActive Server

KeepActive Server is removed through the Windows menu and the standard uninstaller.

Before removal, make sure that:

• the action has been approved by the responsible administrator;

• the correct removal mode has been selected;

• logs and diagnostic data have been collected in advance if necessary;

• it is clear whether collected data, configuration, and PostgreSQL must be preserved.

13.1. Removing Through the Windows Menu

Step 1. Open Windows Search.

Step 2. Enter: KeepActive Server

Step 3. In the search results, select Remove KeepActive Server.

Step 4. If Windows requests confirmation, click Yes.

Step 5. Enter the administrator password if required.

Step 6. In the opened window, select the removal mode.

Step 7. In the removal confirmation window, click Yes.

Step 8. Wait until removal is complete.

Step 9. After removal is complete, the uninstaller window will close automatically.

2213.2. Removal Modes

The following options are available.

Remove KeepActive Server and keep collected data

The database, configuration, and logs are preserved. This option is suitable if the server will be reinstalled with the existing data preserved.

Remove KeepActive Server together with collected data

The database, configuration, and logs are removed. This option is suitable if the server will no longer be used or if KeepActive Server data  must be removed from the computer.

Remove KeepActive Server together with collected data and installed PostgreSQL

This performs full removal of the server, collected data, and the installed PostgreSQL. Use this option only if the built-in PostgreSQL is no longer required on this computer.

13.3. Checking After Removal

Open PowerShell as administrator and run:

Get-Service nns_v2 -ErrorAction SilentlyContinue

If the command does not return the nns_v2 service, the KeepActive Server service has been removed.

Additionally, check the typical directories.

Check the installation directory:

Test-Path "C:\Program Files\KeepActiveNodeV2"

Check the data directory:

Test-Path "C:\ProgramData\KeepActiveNodeV2"

The expected result depends on the selected removal mode:

• if removal with collected data preserved was selected, the data directory may remain;

• if removal together with collected data was selected, server data should be removed;

• if full removal together with PostgreSQL was selected, server data and the PostgreSQL installed with it should be removed.

23If services, files, or data remain after removal even though they should have been removed by the selected mode, restart the computer and repeat removal. If the problem persists, contact KeepActive technical support.

14. When to Contact Technical Support

Contact KeepActive technical support if:

• KeepActive Server does not install;

• installation fails with an error;

• the server key is not accepted even though it was entered correctly;

• the nns_v2 service does not start;

• the web interface does not open;

• health-check does not respond;

• agents do not connect to the server;

• Live or web interface updates do not work;

• the server does not connect to PostgreSQL;

• license errors appear;

• the server keeps restarting;

• services, files, or data remain after removal even though they should not have been preserved;

• antivirus, EDR, or firewall continues to block server operation after exclusions are added.

15. Administrator Quick Checklist

After installation, check:

• the web interface opens at:

http://localhost:8123

• default login admin / admin works;

• the administrator password has been changed after the first login;

• the nns_v2 service is in the Running state;

• health-check responds: http://localhost:8123/health

• port 8123 is available for web interface users;

• port 16000 is available for agents;

• port 16001 is available for Live and WebSocket updates;

• PostgreSQL is not exposed to the Internet;

• there are no critical errors in server.log after startup.

Before contacting support, collect:

• problem description;

• screenshot of the error;

• date and time of the issue;

• installation file version;

24• nns_v2 service status;

• health-check result;

• port check results;

• server.log ;

• required worker-*.log files;

• config.yaml with masked secrets.

16. Completion

After installing or removing KeepActive Server, the administrator must verify the actual result:

• after installation: the service is running, the web interface opens, health-check responds, and agents can connect to the server;

• after configuring external access: only the required ports are available, and PostgreSQL is not exposed externally;

• after removal: the service and data are removed according to the selected removal mode;

• if problems occur: logs, screenshots, and a description of performed actions are collected.

If the basic check does not help determine the cause of the issue, send the collected data to KeepActive technical support.

↑ KeepActive Documentation version 2.0