Blog Posts by KACE_Troy

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KACE: How Do I Locate KACE Appliance Support Resources (Videos, Documents, etc.)?

Issue:

You need to locate the KACE Support Resources to assist you in finding a resolution or answer to a question or concern with your KACE Appliance.

*Note* You will NOT need KACE Credentials to access the Suppport Resources. Additionally, if you need to connect to WebEx listed events or meetings, you will need to provide information for kace.webex.com for their site/event/meeting security purposes.

Using the location information you will be able to find:

 Knowledge Base Articles/Information: discussion topics are sorted by catagory on KACE Products from "Client Deployment" to "Reporting Examples."

 Documentation: Latest and Archived versions of the Appliance Guides for KACE Products

 Forums: Linked discussions connecting you to the resources of www.ITNinja.com 

 Kontinuing Education: Linked to www.kace.webex.com this provides you a portal to "Today's Listed Meetings" and other resources located on kace.webex.com

 Technical Papers: This provides you a link to technical documentation for BOMGAR, Faronics, IntelvPro, Solarwinds, DDPE, and Dell Data Protection|Encryption and Dell KACE

 Tutorial Videos: K1000, K2000, and KACE Konference Archive Instructional/Discussion Videos

 KACE Konference Presentations: Recent KACE Konference document viewers of presentations and information from the KACE Konference.

 

Resolution:

1. Go To: http://www.kace.com/support 

2. Look to the right side of the web page and [Click] on "Support Resources"

3. The new page will load and you will be provided with the selections listed above:

 

For additional assistance or concerns, please contact Technical Support: http://www.itninja.com/blog/view/kace-how-do-i-contact-kace-technical-support 

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KACE: How do I download current/archived releases from KACE.com?

Issue:

You need to perform a manual download of a current or archived release version of the KACE Appliance or the KACE Agent from www.kace.com/support web site.

*Note* You will need to have valid KACE Credentials and access to perform these downloads. If you do not have credentials to access the KACE.com site downloads, please contact Technical Support. (See "Additional Notes" below on how)

 

Resolution:

1. Go to: www.kace.com/support 

2. Look to the right side of the browser window and [Click] on Production Appliance Support

3. Next, [Click] on Downloads 

4. You will be asked for your KACE credentials if they are not already saved/cached in your browser. Enter your KACE credentials AND accept the Dell EULA. The EULA must be accepted to proceed.

5. You will now be able to see the listings of the current available manual downloads of the KACE Appliances, Agents, and other options.

  If you require older versions, please look and [Click] in one of the listed locations:

   - On K1000 or K2000 "Release Archive" link below the respective sections for your needs.

   - Look to the right side of the page and [Click] on the respective "Release Archive" that you would need

   - Lastly, if you would need to see ALL of the archived versions: scroll down to the bottom of the browser page window and [Click] on "View Full Release Archive" in the lower left corner.

 

*Note* Depending on your browser settings you may be asked to re-enter your KACE credentials from time to time as this is a security process from the support site.

 

Additional Notes:

How do I contact KACE Technical Support?http://www.itninja.com/blog/view/kace-how-do-i-contact-kace-technical-support

Support Credentials Request Link: http://www.kace.com/support/credentials-request 

Support Credentials Password Reset Request: http://www.kace.com/support/password-reset 

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KACE: How Do I Enable a Tether On My KACE Appliance?

Issue:

KACE Technical Support has requested that you need to ENABLE A TETHER on your Appliance for additional technical support measures or assistance from Engineers.

 - activating a Tether will only be requested by the KACE Support Team. After a tether is enabeled it will only remain "active" for a limited amount of time; so please perform the requested steps in a timely manner so you will be able to get the needed support by the KACE Team.

By applying this tether key, you agree to the below terms

  • A KACE engineer will have full root access to your KBOX including log files, help desk, inventory, provisioning schedules, etc.
  • If the KBOX needs to be taken offline or rebooted, we will notify you before hand, unless instructed otherwise. 

 

Pre-requisites:

The target K1000/K2000 Appliance must be able to connect on port 22 outbound to tether.kace.com. This will allow an SSH tunnel to our tether server. If a firewall or security policy is blocking this, it will not work.

  Additionally, you will need to have "SSH Enabled(see "Additional Notes" below on how) and you will need to have "Enable Database Access" as well. (this setting is on the same page as the SSH setting)

 

Resolution:

How to apply a tether to a K1000 Series Appliance:

- Log into the Appliance with Admin credentials or an Admin Role

Go toK1000 Settings--> Support [tab]--> Troubleshooting Tools--> [edit mode]--> Check the box "Enable Tether"

   After the "Enable Tether" box is checked, the field will open in the window below that. This is where you will place the tether key provided by KACE Technical Support.

 - "paste" the tether key provided by KACE into this open box

 - the key will contain NO LINE BREAKS and will have one or more "="

EXAMPLE of a tether key:
 YcBIaiugRQ**%%$$##AM8PGg0cuYlhXydRWNXayxrsP1VKIGbvMbavenDTB3y+PTH2aq6 
xh6Bx/jU0fpxn6F&&%%$$EkVyZZU5QTi/6syzen2Yso1fmnYnZwtS++cqp4GxXPk4nmd 
zF5JQSDgG0JivElMokGCtDN7Zvu+yuBtW7jX2cJiIr13mqp3HOWE0eTSOrZtQx2w 
FiFKQZUJgVIjcGINVmEC716btk47AUkWYWZyPO0ww3xSUX65JAFvZb3u13ONMm/4 
EyG27wk8M8f/a6TZN8WFvI9RHVbdoQ7zfYNG2S!@#$%^&*()oHUgra+tJxHvwTVEqsJ7Bd 
WA==

After the key is applied, click "Save" and you will see the information displayed similar, not exactly, to what is shown below:

This will indicate that the tether was applied successfully. If you encounter additional errors or connection failures that are not addressed by the pre-requisites, please ensure that you have "pasted" the key accurately as it was provided to you.

 - sometimes additional characters or spaces are added by mistake when the "copy" function is performed (this is a common cause of an inaccurate tether key) Please re-check the tether key you applied.

- if the tether connection issue still persists, please contact KACE technical support (see "Additional Notes" below on how)


How to apply a tether to a K2000 Series Appliance:

 - Log into the Appliance with Admin credentials or in an Admin Role

Go to: Help (upper-right corner of the webgui)--> (click onKACE Support Tether

On the new page that is loaded: click [edit mode]--> Check the box "Enable Tether"

  After the "Enable Tether" box is checked, the field will open in the window below that. This is where you will place the tether key provided by KACE Technical Support.

 - "paste" the tether key provided by KACE into this open box

 - the key will contain NO LINE BREAKS and will have one or more "="

(reference K1000 "EXAMPLE tether key" above as needed)

After the key is applied, click "Save" and you will see the information displayed similar, not exactly, to what is shown above in the K1000 example.

 

Additional Notes:

How do I contact KACE Technical Support? http://www.itninja.com/blog/view/kace-how-do-i-contact-kace-technical-support  

How do I Enable SSH on my K1000 Appliance? http://www.itninja.com/blog/view/how-do-i-enable-ssh-on-my-k1000-appliance

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KACE: How Do I Enable SSH On My K1000 Appliance?

Issue:

SSH (secure shell) needs to be enabled to allow KACE Engineers remote access to the Appliance. This process permits console access to the K1000 for troubleshooting and other activities in conjunction with technical support to resolve an issue.

*NOTE*

Resolution:

To enable SSH, you will need to be logged into the Appliance with Admin credentials or an in assigned Admin Role.

Go toK1000 Settings--> Control Panel [tab]-->Security Settings

Security Settings--> [edit mode]--> check the box for "SSH Enabled"

  After you check the box, go to the bottom of the page and "Set Security Options" you will see a security pop-up that will warn you of a reboot

Choose "OK" when you are able to allow the Appliance to restart.

 

  If it appears that you are not able to enable SSH, please check your credentials access. Additionally, please contact KACE Technical Support (See "Additional Notes" Below on how) or consult the Administrators Guide located here: http://www.kace.com/support/resources/documentation 

 

Additional Notes:

How do I contact KACE Technical Support?http://www.itninja.com/blog/view/kace-how-do-i-contact-kace-technical-support

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KACE: Excess Backup Database Files

 

Issue:

Excess Backup Database Files are present on your Appliance and they are outside the scope of your current backup settings. 

Conditions: The image below shows an Appliance that has it's backup settings configured to FIVE daily and TWO monthly backups, but you can see that the listed backups have greatly exceeded the SEVEN that should be listed (5 daily + 2 monthly = 7 Total)

  This may be the result of a "bloated" database table. Please contact KACE Technical Support immediately (See "Additional Notes" Below on how)

Resolution:

First, obtain a CURRENT Backup and SAVE the necessary backups (inlcuding the most recent one) OFF OF THE APPLIANCE and onto a Network/External location

Next, test your backups. KACE recommends that you regularly do this (See "Additional Notes" Below on how)

Lastly, ensure that SSH is enabled. This will allow KACE Engineers access as needed in the event that the Appliance becomes unresponsive. if you are enabling this now, it will require a Restart of the Appliance; so obtain your backups and test them BEFORE you perform a Restart. (See "Additional Notes" below on how)

 *NOTE* When you contact KACE Technical Support, please be able to provide/confirm the following:

 - What version of the Appliance are you currently on?

 - Are your backups saved off of the Appliance and tested successfully? (this will let the Engineers know it is okay to work on the database)

 

"How To" Steps for obtaining a Backup:

To perform a backup of the K1000 Appliance.

 - Log into the Appliance with Admin credentials or an Admin Role that will allow you to perform this task

Go toK1000 Settings--> Control Panel [tab]--> Backup and Restore--> [edit mode]--> (click) Run Backup

 - this will start the nightly backup process and make you a new one

 - the backup process time will vary depending on the size of the backup and the operations of the Appliance

 (KACE recommends that you check your backups regularly to ensure completion - See "Additional Notes" below for instructions on how)

 

Additional Notes:

How to verify your backups are completing successfullyhttp://www.itninja.com/blog/view/how-to-verify-that-your-k1000-backup-files-are-completing-suCcessfully 

How do I contact KACE Technical Support? http://www.itninja.com/blog/view/kace-how-do-i-contact-kace-technical-support  

How do I Enable SSH on my K1000 Appliance? http://www.itninja.com/blog/view/how-do-i-enable-ssh-on-my-k1000-appliance 

 

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