Our Kbox seems to stay at 50-55% crash percentage on the Home Page. It also seems the staff inputting tickets are complaining that it takes up to 70 seconds to save a ticket. Krash and Idle are the only two items showing up on the Home page as running/updating and the percentage is still that high and creating/updating ticket saves is slow. The agent and scripting interval is set to 6 hours and we do patching at night not during operations. Anyone else having this problem and not running anything in the background? Any suggestions as to what else to look at? We have 4 rules that run OTS but I wouldn't think that should cause a slow down. I have 3 queues but I have seperate rules for each queue and the 2nd and 3rd queue are only running 3 OTS rules. 

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How many clients do you have? 

Version of Agent/Server?

What's your task throughput set to?

Do you use primarily offline or online scripts? 

Take a look at this link below. It can help you tweak your Kbox.

http://www.kace.com/~/media/Files/Support/KACE-Konference/2012/2012_K1000%20Advanced%20Topics.ashx

Answered 04/26/2013 by: dugullett
Red Belt

  • 2000 clients, Server version v5.4.70402, Agent Version 5.4.5315, Throughput 2, 5 offline scripts, 4 online scripts, I am looking at the doc you linked to and make some changes to see if that helps. Thanks
  • I would update to 5.4.76847 and Agent 5.4.10622 first. Please check also if there are tickets with many entries (more than 100) or many tickets from a possible loop. This could cause this.
  • Not sure what you mean about many tickets from a possible loop.
  • if you have for instance ticket 333-983 created in only few minutes, then you have a loop
    http://www.kace.com/de/support/resources/kb/article/ticket-rule-to-stop-bad-emails-before-they
    http://www.kace.com/de-de/support/resources/kb/article/how-to-handle-out-of-office-email-loops-help-desk
    The other "loop" scenario is that many comments in one ticket were created.
    If you run in one of the both scenarios you have usually the issue you reported
  • Thanks for the clarifiction. I don't have this going on I took care of it by creating filters within the email system and I don't have create new tickets via email turned on either. We don't accept tickets via email there just isn't enough information from the end user.
  • I seem to be getting this server log error constant on the K1000 now.

    [Mon Apr 29 00:25:49 2013] [error] [client 172.26.107.67] PHP Warning: INVALID FILTER (ID = 183): ''select *, UNIX_TIMESTAMP(now()) - UNIX_TIMESTAMP(LAST_SYNC) as LAST_SYNC_TIME,\n UNIX_TIMESTAMP(MACHINE.LAST_SYNC) as LAST_SYNC_SECONDS\n from ORG1.MACHINE \n LEFT JOIN KBSYS.KUID_ORGANIZATION ON KUID_ORGANIZATION.KUID=MACHINE.KUID LEFT JOIN KBSYS.SMMP_CONNECTION ON SMMP_CONNECTION.KUID = MACHINE.KUID AND KUID_ORGANIZATION.ORGANIZATION_ID = 1\n where (( (1 in (select 1 from ORG1.ASSET, ASSET_DATA_5 where ASSET.ASSET_TYPE_ID = 5 AND ASSET.MAPPED_ID = MACHINE.ID AND ASSET_DATA_5.ID = ASSET.ASSET_DATA_ID and ASSET_DATA_5.FIELD_318 = 'Recycled')) )) and MACHINE.ID = 1901'' in /kbox/kboxwww/include/client_service.php on line 145
    [Mon Apr 29 00:25:49 2013] [error] [client 172.26.107.67] PHP Warning: INVALID FILTER (ID = 290): ''SELECT *, \r\n Unix_timestamp(NOW()) - Unix_timestamp(LAST_SYNC) AS LAST_SYNC_TIME, \r\n Unix_timestamp(MACHINE.LAST_SYNC) AS LAST_SYNC_SECONDS \r\nFROM ORG1.MACHINE \r\n LEFT JOIN KBSYS.KUID_ORGANIZATION \r\n ON ( KUID_ORGANIZATION.KUID = MACHINE.KUID ) \r\n LEFT JOIN KBSYS.SMMP_CONNECTION \r\n ON ( SMMP_CONNECTION.KUID = MACHINE.KUID \r\n AND KUID_ORGANIZATION.ORGANIZATION_ID = 1 ) \r\n JOIN KBSYS.DELL_ASSET DA \r\n ON ( MACHINE.BIOS_SERIAL_NUMBER = DA.SERVICE_TAG ) \r\nWHERE DA.SHIP_DATE < DATE_SUB(NOW(), INTERVAL 3 YEAR) \r\n\r\n and MACHINE.ID = 1901'' in /kbox/kboxwww/include/client_service.php on line 145
    [Mon Apr 29 00:26:57 2013] [error] [client 172.26.50.12] PHP Warning: INVALID FILTER (ID = 181): ''select *, UNIX_TIMESTAMP(now()) - UNIX_TIMESTAMP(LAST_SYNC) as LAST_SYNC_TIME,\n UNIX_TIMESTAMP(MACHINE.LAST_SYNC) as LAST_SYNC_SECONDS\n from ORG1.MACHINE \n LEFT JOIN KBSYS.KUID_ORGANIZATION ON KUID_ORGANIZATION.KUID=MACHINE.KUID LEFT JOIN KBSYS.SMMP_CONNECTION ON SMMP_CONNECTION.KUID = MACHINE.KUID AND KUID_ORGANIZATION.ORGANIZATION_ID = 1\n where ((( (1 in (select 1 from ORG1.ASSET, ASSET_DATA_5 where ASSET.ASSET_TYPE_ID = 5 AND ASSET.MAPPED_ID = MACHINE.ID AND ASSET_DATA_5.ID = ASSET.ASSET_DATA_ID and ASSET_DATA_5.FIELD_318 = 'Recycled')) ) OR (1 in (select 1 from ORG1.ASSET, ASSET_DATA_5 where ASSET.ASSET_TYPE_ID = 5 AND ASSET.MAPPED_ID = MACHINE.ID AND ASSET_DATA_5.ID = ASSET.ASSET_DATA_ID and ASSET_DATA_5.FIELD_318 = 'In Inventory')) )) and MACHINE.ID = 3692'' in /kbox/kboxwww/include/client_service.php on line 145
    • Did you recently update to 5.4.70402? I know there were some issues with custom inventory fields and this version. I agree with Nico on updating to the latest rev since the majority of these problems were supposed to be fixed.

      You can also bump up your task throughput to allow more tasks through. We have an 8 hour check in with 16,000+ machines, and a task throughput of 7. Also be sure that your offline scripts are not doing anything that has to communicate with the Kace server (i.e. software installers, uploading files) since there is no load balancing with these.
  • I turned off all offline scripts to take that out of the mix and still didn't seem to help. We upgraded in February and then the asset license was very slow. It literally took up to 3 minutes to bring up a license. Kace tethered in and made a change to the Assets which sped the process up but seems to maybe have triggered something else. The Krash report percentage has been climbing and now it just stays 50-55% constant. I will look at SP1 and see when I can schedule to upgrade to see if this helps. I am not seeing anything else that is jumping out at me at the moment.
  • I can download the agent but when I try to download 5.4sp1 it only takes me to the KB article, won't let me download. Guess I will have to contact support.
    • Look on this link about halfway down under "Strong Recommendations". At the bottom of that section you can manually download the server and agent.

      https://www.kace.com/support/resources/kb/article/Steps-to-download-and-upgrade-Dell-Kace-K1000-Appliance-Software-to-version-5-4
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