Log an IT Support ticket – You can raise an IT support ticket with Clarion IT Support in 3 ways

NB: Please try to provide us with as much information as possible if emailing or creating a ticket on the support website.

Remote support – If directed by one of our support agents to install the Clarion remote support tool please follow the below guides

Windows Computer Setup Instructions
  1. You will first need to download our Kaseya remote tool installer file. To download the file, go to this link: https://saas41.kaseya.net/mkDefault.asp?id=34919915

This will automatically download a file called “KcsSetup.exe” from your web browser.

  1. Run the installer file once it has finished downloading. If you are prompted with a message asking if you want to allow the app to make changes on your device, proceed with this by selecting Yes (or enter the appropriate administrator credentials, if applicable).

  1. After running the file, the installation wizard will launch automatically. Allow the installation process to run:

When the process has finished, a message will appear stating that the installation has successfully completed.

Note: there is the possibility that the installation wizard will not appear at all. This is because the remote tool may instead be quietly installing in the backend of your device. If you have launched the installer file and find that nothing is happening, wait for approximately one minute, then check to see if the Kaseya agent icon appears on the task bar:

Alternatively, you can click on the Start button and then search for “Kaseya agent” – if the Kaseya Agent shows up as an existing application, then it means that the remote tool has successfully been installed.

Please notify a support agent once the remote tool has been installed, or if you are experiencing any issues with installing it.

Apple Mac Setup Instructions
  1. You will first need to download the Addigy remote tool installer file. To download this file, go to this link: https://clarion.addigy.com/agent/

This will automatically download a file called “Addigy.dmg” from your web browser.

  1. Run the file once it had downloaded, and an Addigy Installer window will open. Double-click on pkg within this window:

Note: some users may see the following error message (if you do not get this error, then skip this step and proceed to step 3):

In this instance, go to System Preferences > Security & Privacy, then select the option to allow apps downloaded from: Mac App Store and identified developers:

  1. When the installation wizard launches, click on Continue to proceed with the instructions for the installation process:

  1. On the Installation Type window, click on Install (you can leave the install location as it is):

You will be prompted to enter administrator credentials in order to authorise the installation. Enter these credentials and proceed with installing the application.

  1. Allow the installation process to run:

When the installation has completed, you will see the following:

Please notify a support agent once the remote tool has been installed, or if you are experiencing any issues with installing it.