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 Documentation version 2.0