KACE Product Support Question
All KACE upgrades after v6.4 break my system.
I would like to discuss the v7.0-7.2 upgrades and all future upgrades. I am currently on version 6.4.120822. I have experienced that upgrading to any version after this one breaks many things in my system. For example: email canned and custom triggers stop working, the modified date in my KACE ticket layout disappears, and the system runs slower. I have tried upgrading to 7.0, 7.1, and now 7.2 last night. With each of these upgrades I experienced the problems described and was forced to roll back the changes. Each time I’ve brought this up to support am promised that it will get fixed in future upgrades. Now I am at a crossroads thinking that I will have to remain on v6.4 in perpetuity because I can’t operate my help desk w/ all those problems.
Also, it seems I’m not the only one experiencing these problems. See links below and attached.
Answer Chosen by the Author
1- Forget about 7.0, it was a bad release, skip this one and go all the way up to 7.2 for both the appliance and the agents.
2- 6.4 vs 7.2 are very different, the K1 agent now uses a service named Konea, and it goes through port 443 (this is regardless if you are using SSL or not), you need t check if your machines can telnet your K1 FQDN via 443.
3- K1 Agents now use Powershell, If your workstations don't have a certain version of Poweshell, and are unable to open it, you will have inventorying issues.
As a test:
- Open CMD as admin.
4- 6.4 vs 7.2, their Databases are totally different, so many Custom Inventory Rules from the help-desk and SQL based reports might not work anymore. You can pay for those verification\changes, to a team call Remote professional services, if want to you build them by yourself, better check the 7.2 Admin Guide, there is a section for the tables and fields, and also check this KB: https://support.quest.com/kace-systems-management-appliance/kb/223753
5-In regards performance, if you have an old Physical KBOX, might be time to change, if you have a Virtual One (VMWare), check that your VMWAre tools are on version 10.x or greater, see:
**Remember you will need to get the VMwaretools ISO for Unix FreeBSD 64bits, it's like 40MB**
6- Performance Part2, In regards the WebUI slow, there is a chance you are trying to load too many Results at the same time. (for example loading 250 devices per page vs 100), or maybe your KBOX is getting too many task, check your Load Average Numbers, see this KB: https://support.quest.com/kace-systems-management-appliance/kb/150659
7-Performance Part3, Check if your KBOX meets the Specifications, here are the ones for 7.2:
Virtual machines: https://support.quest.com/technical-documents/kace-sma/7.2/technical-specifications-for-virtual-appliances#TOPIC-758924 --This one varies depending on your amount of devies--
**NOTE, if you are running an old OVF say from 6.3 or bellow, it might be better to deploy a new VM using the 7.2 OVF file**
8- 7.2 is not free from bugs, I would suggest contacting Support in regards the Helpdesk Module issues, I do not use it at all since we need a complex Ticketing solution. (we are using Sales-force). If it's a bug, they will tag your case and let you know when it's patched.
9- Remember we are entitled to have two K1's, one for production and one for lab testing, I have my lab K1 with 20 users I use as Guinea Pigs, if everything's fine after let's say... three weeks, then I proceed to update my main K1 and the rest of Devices on the building.
10- I would say avoid staying in 6.4, unless you are not willing to renew your Support Contract with Quest,
See this note: https://support.quest.com/product-notification/noti-00000012
and this: https://support.quest.com/kace-systems-management-appliance/kb/231848
And that's all I have folks!
So at this time is working fine for me, but I went to a hell first.