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KACE Product Support Question


Back to last version

02/14/2019 483 views

Is there anyway to revert back to a previous version of the K1000?  Since I upgraded to the latest 9.0270 back in December I am unable to get any patches so my systems are all unpatched.  I have whitelisted everything on my firewall and have the ports open and support is unable to help me with this so far.  I am at a lost other than just not renewing and going back to WSUS and look for another option.   I don't have the time to spend trying to make this thing work.  Any suggestions?  Is there an app that maybe is getting blocked?  I seem to be having an issue contacting http://service.kace.com


Thanks

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Community Chosen Answer

1

the only possibility to rollback would be a snapshot.

Please check that all clients are on 9.0 too
Review these both KB for whitelistings:
https://support.quest.com/kb/111775/

https://support.quest.com/kb/111785/

if this does not help, contact support for a deeper look.

Answered 02/14/2019 by: Nico_K
Red Belt

All Answers

0

Hi,

Unfortunately, there is no way to rollback to an older version. Except, if you have backups from before the update, you could Spin Up a new VM and restore those backups, or ReImage the PowerEdge server and restore from backups.

Now, if patches are not downloading, it is usually either a Licensing Issue or a Firewall issue, but make sure you have Enough Free Space to download patches.

You are entitled to have a second appliance as a test with the same license, I would say spin up a new Virtual KACE Appliance (VMWare or Hyper-V), on that same network as the Production Appliance, and see if a brand new Appliance is able to download patches or not. You could also deploy an 8.0 or 8.1 appliance as a test if you want.

If it's not download patches either, then definitely a Network issue, if the brand new testing KACE SMA works fine, support must be contacted for this.

Another good test , From a machine on the same subnet (Hopefully where only the last octet of the IP changes) as the KACE Appliance, go to your browser and try to open these links:

http://kace.cdn.lumension.com/kace/windows/x86_64-lsacv32016sp0.lst


http://kace.cdn.lumension.com/kace/kbox3-ec.xml

http://kace.cdn.lumension.com/kace/windows/x86_64-lsacv3apps.lst


Do you have problem viewing those sites? (One is an XML file, and others are lists of patches). Lumension is the vendor who verifies patches for Quest, your SMA pulls those from there.




Answered 02/14/2019 by: Channeler
Red Belt

  • I can get to those sites fine from another machine
    • it has to be another machine inside the same subnet as the KACE appliance.

      Try this one:
      https://service.kace.com/service/3.1/license/checkin

      You should get a license status error.

      Remember, it can't be just any machine, we need a machine on the same Subnet as the KACE appliance.
  • The error I get on the patch download is on https://service.kace.com it says failed to open then below that I get no http headers returned
  • Also the dashboard widgets for the top knowledgebase and latest articles that used to display have been blank since the upgrade
    • Like I said, spin up another 8.0 appliance in VMWARE OR Hyper-V, make sure is sitting on the same subnet as your old appliance, and see if you can replicate your issue.

      For example, if your KACE IP is
      192.168.46.18

      The brand new appliance should be
      192.168.46.XXX

      Same subnet, DNS and gateways.

      If the brand new unotuched appliance 8.0 fails to pull patches, it's a network\firewall issue.

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