Hey everyone,

I don't know if anyone else is having this issue, but since installing the latest KACE agent - vers. 6.4.180, my replication servers will have their Dell KACE Agent service stop at the same time.  I can start the service back up and they work just fine.  Sometimes the service will run fine for weeks, and sometimes it will only run for days.  I don't see this issue on any of the other machines, and even the other servers that are connected.  

Has anyone seen this issue, or is there a fix that anyone knows of?
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  • I have the exact same issue, if you guys find a fix, please let me know. I have been working with support to try to find a fix.
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Looks like 6.4 SP1 should fix this issue.

Answered 12/03/2015 by: pbroussard
Orange Belt

  • I'm still seeing it on 6.4 SP1. I'm wondering if they're going to release a new agent?
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I tried something which I think might have fixed one of my clients.

1 uninstall the client from the machine
2 go to %programdata% and delete the kace folder if it is still there.
3 delete the files in the share for the replication
4 reload the agent

This caused my k1000 to load the computer as a second entry in the inventory.  I just deleted the old entry and setup the new one for the replication. 

Seems to be working again.
Answered 12/03/2015 by: pbroussard
Orange Belt

  • Looks like that's working. I did that prior to the SP1 update, but not after. Strange because I have some smaller clinics that just use desktops that never had the problem. Looks like so far so good now though.
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So, you have multiple replication shares and the agents stop at the exact same time? 

If that's the case, enable debug on a couple of replication shares, note the time that the service stops and open a support ticket.  Provide the time that the service stopped, the client logs from the replication shares and the appliance logs.

Appliance logs: https://support.software.dell.com/kb/134230
Agent logs: https://support.software.dell.com/k1000-systems-management-appliance/kb/112035

As a temporary workaround, you could use a scheduled task to restart the service once a day or every few hours: "c:\program files (x86)\dell\kace\AMPTools restart"


Answered 11/21/2015 by: jknox
Red Belt

  • Interestingly enough, the agents started themselves back up. I am guessing the agent watchdog had something to do with it. I did turn on the debug mode on one of the servers. I am interested on what will end up coming from it.
    • I'm seeing it when they check in. They do eventually start back up though. I haven't had a ton of time to troubleshoot though.
      • I get that too. I have had some that don't start back up though.
      • I have a weekly reboot on those servers as a scheduled task. That may help it start back up some. Mine still haven't come back online since I forced an update on them. If I go in manually, and start the service it comes right back up.

        To be honest I was sort of waiting on this next patch that's supposed to be coming soon. If that didn't fix it I was going to contact support.
      • Does that work for a long period of time, or for a couple of days? We have our replication servers on our file servers, so it is a little more difficult for us to reboot our servers weekly.
      • Zgillette - I don't think you need to restart the server necessarily, but you could try restarting the AMP agent and then forcing a check in. This could be done as a scheduled task if it helps.

        Assuming Windows,

        Restart the agent: "c:\program files (x86)\dell\kace\amptools.exe" restart

        Force a check in: "c:\program files (x86)\dell\kace\runkbot" 4 0
      • I reboot once a week, on a weekend early in the morning. The only thing these servers serve as are rep shares so it's not noticeable.

        I would think jknox's suggestion would work with the amptools.exe restart, or starting the service via command line. You should be able to set that up in a scheduled task.
      • I'll try a reboot on the service then. I'll see how that works. I'll keep you guys up to date on that.
      • I just put the start service in the task scheduler. I set it to run every hour. I just set to have it do a net start ampagent. Nothing fancy, but I tested it and it works. hopefully I will see on Monday that it is running.
      • It still seems so be an issue after the 6.4.120261 patch that was recently released as well.
  • Looking into the Windows system logs, I am getting the error "The Dell KACE Agent service terminate unexpectedly.
    • It's unusual that they would stop at the same time. Do you have any antivirus running? If so, check this: https://support.software.dell.com/kb/111785
      • There actually isn't any antivirus running. The weird thing is that they will start up on their own after around 2-5 hours after they stop, but then stop again a few hours later. I don't know if they are stopping at exactly the same time, but it is pretty close.
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