I have been lurking around here for a while and have a number of questions to ask the KBOX audience, but I will start with just the most important one and keep this thread on track:

Within the last couple of weeks I have noticed more and more of my agents coming up as MIA. We are not a large shop: we have 65 computers in our inventory tab and of those only 27 have checked in within the last three weeks... most are older then that!

I thought I heard recently that with the 5.3 upgrade, the server version and agent version were going to match, but I am told we are on the current version for both:

Server: 5.3.45496 (Settings-->Server Maintenance)
Agent: 5.3.44367 (Settings-->K1000 Agent-->Agent Updates from KACE)

I have a support case opened (ticket number 160221 for any employees reading this), but so far they have not been able to help me.

I have checked version locally on some of the computers and it is the same version as listed on the server. We have tried uninstalling and reinstalling the agent, tweaked a bunch of the K1000 settings, support had me mess around with a ton of config options, including even disabling the firewall and AV... which is not something I like to do.

At first it was just a standard issue... but now we have the company auditors in the office and they want to know why the computers aren't reporting in and how can we claim to know where they are if they don't show up in the list... so it is becoming a big deal and needs to be fixed right away.

Have you seen this? Do you have any suggestions on what to check?

Thanks!
Ken
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Hey Ken,

I've been seeing similar problems with some of my agents. I'm on the same versions you are, but there is a newer agent out http://www.kace.com/support/customer/downloads.php (5.3.47173).

I haven't had a chance to install it yet, but hopefully it will help.

Casey
Answered 10/06/2011 by: cmccracken
Orange Senior Belt

  • I have similar problem. After upgrading my server and agents to 5.4. computers are showing the correct agent version but amp agent lost connectivity. Can Ampkickstart.exe or amtools.exe be run on remote systems as a script?
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Hey Casey,

Thank you! I was trying to find that page and couldn't remember how I got to it before. I will give it a shot and post the results...

Ken
Answered 10/06/2011 by: KboxKen
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One other thought I did have, if you check Settings >> Support >> Troubleshooting Tools >> tasks, what are the MIA agents up to?

Casey
Answered 10/06/2011 by: cmccracken
Orange Senior Belt

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There were 4 machines listed and it dropped to 3 when I refreshed. They either said "inventory" or "scripting update".
-Ken

Edit: just checked again and now I see "kbot-ORG1-51" on one of my servers... what does that mean?

ORIGINAL: cmccracken

One other thought I did have, if you check Settings >> Support >> Troubleshooting Tools >> tasks, what are the MIA agents up to?

Casey
Answered 10/06/2011 by: KboxKen
Orange Belt

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I have a custom report that shows the Agents and their version numbers. After pushing the 5.3.47173 version, 16 computers so far have installed it... the same computers that are checking in. Obviously, the other computers are not checking in and so are unable to grab the install file. I am having a little bit of trouble with the file share on my server and so am unable to grab the installer to run manually on one of the MIA computers.
-Ken

Update: I found the current agent by searching the hard drive of one of the computers that updated for "ampagent-*-x86.msi".
I then installed this agent onto one of the MIA machines... the AMP agent is now checking in, but the Last Sync record is still 37 days old.
-Ken
Answered 10/06/2011 by: KboxKen
Orange Belt

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Since the computers are MIA they probably don't have a green AMP icon, right? Try running the AMPReset.exe ("C:\Program Files\KACE\KBOX\AMPReset.exe") as an admin. Even if logged into the computer as an admin you'll need to right-click the file and select "Run as administrator" for it to work in Windows 7. I have seen clients that loose their AMP connection in Windows 7 and this can get them going again. That works on 5.1 clients and I am in the process of upgrading to 5.3 for the main reason that client connections are supposed to be more reliable!
Answered 10/06/2011 by: RichB
Fourth Degree Green Belt

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Hey Rich, thanks. I used that feature and a lot of the other tools in the KACE\KBOX folder when I was on 5.1... with 5.3 they moved the install location to C:\Program Files\Dell\KACE\ (or Program Files (x86) on 64-bit machines). All of the tools in the directory have changed names and I haven't found a good solid resource on how to use them yet. For example, we no longer have "AMPReset.exe" but now have "AMPAgent.exe", "AMPKickstart.exe" and "AMPTools.exe".
Answered 10/06/2011 by: KboxKen
Orange Belt

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So then AMPKickstart.exe is not working to restore the green icon?
Answered 10/06/2011 by: RichB
Fourth Degree Green Belt

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Correct. When I run AMPKickstart.exe from the command line, I get the error message, "AMPKickstart.exe can only be run from the AMPAgent".
When I run AMPAgent.exe from the command line with a /?, it gives me a nice list of commands... (install, uninstall, start, stop, debug, port=xx, host=xx, path=install_path)

Ampagent.exe -debug --> tells me "Service is not running, please start it".
Ampagent.exe -start --> tells me "AMPAgent, StartService error: (1056) An instance of the service is already running."

Stop and then start again worked, but debug still says it is not running.

-Ken
Answered 10/06/2011 by: KboxKen
Orange Belt

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Holy...
So like I updated above...
I found the current agent by searching the hard drive of one of the computers that updated for "ampagent-*-x86.msi".
I then installed this agent onto one of the MIA machines... the AMP agent is now checking in, but the Last Sync record is still 37 days old.

Just checked it... the Last Sync updated to 5s ago! I guess the best thing for me to do at this point is to build a proper MSI silent installer and update my AD GP that deploys the agent... that should hopefully force all of the agents to update and check in.
Thank you Casey for pointing out where to get the latest agent!

-Ken
Answered 10/06/2011 by: KboxKen
Orange Belt

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Hey Ken,

Glad to help. You can see what the kbot 51 task is by going to Scripts and opening one of the scripts in a new tab/window (right click >> open in new tab). That will give you the full URL; then change the ID number in the URL to 51 and you have task 51.

One other thing you can check that I ran into, do the MIA agents have a full/correct amp.conf?

Casey
Answered 10/07/2011 by: cmccracken
Orange Senior Belt

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Casey,

Good tip on the scripts. Sure enough, that script is one of the standard maintenance ones.

It took me a little while to find the amp.conf file, with agent 5.3 it is located at C:\ProgramData\Dell\KACE\, (Windows 7 x64) or maybe it was always there and I just haven't needed to look for it. Sure enough, on the MIA computer, there was only a single line of code:
splashtext=KBOX is verifying your PC Configuration and managing software updates.
While on the working computer there was about 12 lines of code. I copied and pasted the code from one to the other, and then restarted the Dell KACE Agent service. The AMP icon showed up in the inventory right away, and the "Last Sync" finally updated after about 5 or 10 minutes.

Thanks again for the great advice, I rated your posts... I am not sure if I can mark them as the answer or not.
Ken
Answered 10/07/2011 by: KboxKen
Orange Belt

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Ken,

One other way to "revive" any agents with incomplete amp.confs is to run AMPTools.exe -resetconf host=<K1000webservername> on the command line. It will force the agent to rebuild the conf file. I believe you can also use psexec to run it remotely.

Casey
Answered 10/07/2011 by: cmccracken
Orange Senior Belt

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Good to know. I rebuilt my AD GPO deployment, which I needed to do anyway since it was still pushing out 5.1. I then told it to reinstall even on machines that already have it installed. Going to see if that fixes the broken agents or just breaks more.
-Ken
Answered 10/07/2011 by: KboxKen
Orange Belt

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AMPTools.exe

Is there any source for the AMPTools' capabilities or instructions for their use? Here's from the command line:

c:\Program Files\Dell\KACE>amptools /?
Usage: AMPTools [-forcereboot] [-killall] [-resetconf] [-clearcache] [-uninstall]
Answered 10/09/2011 by: RichB
Fourth Degree Green Belt

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