Our general users receive the message below when they try to view the attached PDF in a knowlege base article.

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Double check that you're using the correct user label for your end users. If you are and this problem is persisting I would log a ticket with KACE support. I have documents up on my KB and they work for our IT staff as well as our end users.

Answered 05/14/2013 by: GeekSoldier
Red Belt

  • I created a label to restrict some articles so just our IT department can see articles but for this particular article, they can read the article, but when they click on the PDF attachment they get the error message. So it is where the attachment to the KB article is stored is inaccessible to the general user. I am not using a label to restrict access to the article. So again the user can see the article it is when they click on the attachment.
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Another though just occurred. Look into your user roles too, there might be something there permission wise that could cause a hickup. I still don't think it would be a horrible time to contact KACE support. What version is your K1000 running?

Answered 05/14/2013 by: GeekSoldier
Red Belt

  • We are running version: 5.4.70402 and will upgrade to 5.4.76847 tonight. I'll contact Kace support. Thanks. The user roles are generic - they have read access to KB, but I'll look at the other access privileges too just in case.

  • Guess what, I believe the issue is with our older Apple computers on OS 10.5. We have another problem with these older macs with our ERP system and we will be either replacing the computers or upgrading the OS. Problem solved. So it does appear KACE does not like the Older OSs.
    • It's more likely the browser you are using than the OS.
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