K1000: Dell service/warranty information is not displayed in Computer Inventory

Please note:  If all of the steps here are completed and warranty information is still not displayed, please document the troubleshooting performed and contact KACE support for further assistance: https://www.kace.com/support/Customer/tech-support

Problem:  A system or systems is/are not displaying the Dell Service Info similar to the screenshot below:

Solution:  If the issue only affects one or a few systems, follow Solution 1.  If there are many, please follow Solution 2.


Solution 1:

If the issue only affects one or a few systems, a possible cause is that the motherboard was replaced and the service tag was not entered on the replacement motherboard's BIOS.  Another cause could be that WMI is corrupt (assuming Windows).

There are two ways to check if the serial number is present in the BIOS:

1. Reboot and press F2 to get into the BIOS. In most Dell BIOSes, scroll down to "System Information" and the service tag will be displayed on the left. 

2. Open a command prompt and type in: wmic bios get serialnumber

If there is a service tag present and WMI is functioning properly, the result will look similar to this:

If there is not a service tag in the BIOS, please contact Dell hardware support in order to get the instructions on how to set the service tag in the BIOS: http://support.dell.com/

If there is a service tag in the BIOS, but not using the wmic command, most likely WMI is corrupt and will need to be repaired: http://www.microsoft.com/en-us/download/details.aspx?id=7684


Solution 2:

If the issue affects multiple or all systems in the K1000 computer inventory, check to see that all of the links at the bottom of the article below are added to the firewall. 

The K1000 will need to access the links in order to update patching, Dell warranty/service information and Dell updates successfully: https://support.software.dell.com/k1000-systems-management-appliance/kb/111775


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