KACE Product Support Question

Could not ping appliance - Dell Precision 5530

01/11/2019 1872 views

I am attempting to image a Dell Precision 5530 Laptop via Ethernet to USB-C adapters.  It is setup for UEFI, AHCI, USB and Thunderbolt options are enabled in BIOS. Secure boot is disabled.  I can pick the KBE. I get the message in the command window that it "Could not ping the appliance." When I run ipconfig /all I get blank. I have attempted several KBEs with the same result. I believe that it is a driver issue. I backed up the KBE folders from the K2000 drivers folder, deleted the drivers, and copied in the WinPE 10 drivers from the Quest website. I have been looking around for network, dock, and USB drivers for the Precision 5530 from the Dell support site as well as the full digital cab. I understand that this model has been around a while although we have first stated using them. Can someone point me in the right direction or the correct drivers to use?  Thanks in advance.


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Aside from making sure that the USB, dock, and network drivers were copied into the K2000/drivers/kbe_windows_x64 folder, the issue is now resolved with upgrading my copy of Windows ADK from 1709 to version 1803 and creating a new KBE.  I can now get past the "could not ping appliance", but now running into a "Apply Image Error Return Code: 4294967295" issue. I know that the partitions are correct.  I am running through the steps again from https://support.quest.com/kb/226039/unable-to-deploy-uefi-image-with-unknown-error-4294967295  to see if I can get a no error, repeatable deployment to occur with these Precision 5530 laptops.

Answered 01/14/2019 by: AAnschutz
Blue Belt

  • Upgrading the ADK to a newer version for the KBE builder fixed a similar issue with Latitude 5300 2-in-1 laptops.

All Answers


You need to download the network driver from the Dell Support page.
Unzip the exe and copy the W10 parts to \\SDA\drivers\kbe_windows_x64\
At best you setup an own subdir for this device.
Then Recache the drivers.
Rebuild the KBE.
This should do the trick.

Answered 01/11/2019 by: Nico_K
Red Belt

  • Thanks for the comment Nico. But I have been trying that all day with the network driver, and USB driver from the Dell website, from the full digital cabinet. I haven't been successful yet. I still get the "Could not ping the appliance" error message. I have tried using the Ethernet to USC-C dongle it came with as well as a DA200 and DA300 with no success.
    • sadly I don't have that device to test. With the 5510 I have here (which is the closest model) and the USB-C-Dongle it worked well. Also with both USB-C-Docks.
      The error message shows a missing network driver.
      • I am more than convinced it is a driver issue. I have pulled down the USB drivers, network drivers, and the dock/stands drivers from the Dell support website, uploaded them to the K2000, and created new KBEs. I have not yet found the right driver or combination of drivers to make the imaging happen.
        I installed Windows and installed all the drivers. Then we used Double Driver to back up the drivers and uploaded those to the K2000. But we ran into the same error message. Still troubleshooting.

How I got the dongle to work for was to plug the dongle into a working system and let it add the needed drivers.  I went to C:\Windows\System32\DriverStore\FileRepository sorted by date to find the files it just installed for the dongle and verified that the newest directory was the correct drivers.  copy those to where Nico instructed.

Answered 01/14/2019 by: SMal.tmcc
Red Belt

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