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KACE Product Support Question


How to fix 7.1 agents so they check into inventory themselves?

05/30/2017 1741 views
We recently upgraded our K1000 from 6.4 to 7.1.149. Since then, I have been testing out the 7.1 agent on a couple machines, which are now having trouble checking into inventory themselves. The machine status shows that they are online, but shows that they have not checked in over a day. If I manually run Runkot.exe 4 0, then the test machines will check in. I already have opened at support ticket with Quest, but the engineer is not able to determine the issue. Also the following steps have been taken to try to resolve the issue.

1. Making sure Powershell scripts are not blocked.
2. Running AMPTOOLS.exe retrust, restart
3. Having the Quest engineer check the logs
4. Stop / Restart Konea service 

From what I been reading, that this is a common issue and some people are just sticking with the 6.4 agent. Has anyone had any luck getting the new agent to work properly? If sticking with the 6.4 agent is the only work around for now, then I will just need to roll back a couple of machines.
 
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  • If you are going to use 6.4 with a 7.x server please be aware of:

    https://support.quest.com/kace-systems-management-appliance/kb/226357
  • We are planning to upgrade from 6.4 but if the 7.1 agent still isn't working right may put it on hold! Is anyone using the 7.1 agent with any success?
  • This is the response we received from support when we did the upgrade to version 7 for the server. We haven't rolled out the 7.1 agent to all our devices yet as we need to put a RFC but we have rolled it out to a test group of approximately 10 devices which have been reporting correctly. We will likely be rolling out to the rest of IT prior to all devices.

    Support Response:
    I was making some test in my test appliance and notice that starting in version 7 mapped inventory field should not be set to "none" or any other option other than "System Name".

    Go to Assets > Assets types > click on device asset and check the Mapped Inventory Field, ensure that is set to "system name".

    I have recently changed this to have the mapped inventory from BIOS serial number and serial number instead and will be leaving it for a few days to test it.
    • I just checked, ours is set to "System Name".
  • Our mapped inventory field was always set to BIOS serial number for both since that is a constant. Names change often so why is that being required instead?
  • We are having issues after upgrading all of our replication servers to 7.1.62. Runkbot, restarted servers, and reinstalling agent has not been working. Are there any other recommendations? Asset types are also set to System Name
  • Running 7.1 agent with 7.1 server is showing signs of not responding to scripts, patches or managed installs which had been working previously. Replication shares is where I first noticed the issues and will reinstall 6.4 agent if necessary.
  • We have narrowed it down to Dell Data Protection still for some reason blocking the scripts needed for the 7.1 agents to check -in. If we disable the script control feature, then the agents will check in fine.

    As for now, we are still sticking with 6.4 agents, I have already rolled back the few test machines, which seem to me checking in again.

    We got Dell and Quest looking into this issue. Once I get some info back, will let you know.
  • My 6.4 agents are not checking in or auto-updating to 7.1 agent. Did support have an answer?
  • We needed to update our DDP software policy on our clients in order for the Kace Powershell scripts to run. Once we did that, just about all of the machines checked in fine. Although there are a couple of machines that had to be rolled back to 6.4. I am in the process of looking into these to figure out what going on. If I had to guess, the DDP policy is not updating correctly on them.

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