Software Deployment Question

K1000 AGENT Service stops on replication servers at the same time

11/21/2015 3644 views
Hey everyone,

I don't know if anyone else is having this issue, but since installing the latest KACE agent - vers. 6.4.180, my replication servers will have their Dell KACE Agent service stop at the same time.  I can start the service back up and they work just fine.  Sometimes the service will run fine for weeks, and sometimes it will only run for days.  I don't see this issue on any of the other machines, and even the other servers that are connected.  

Has anyone seen this issue, or is there a fix that anyone knows of?
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  • I have the exact same issue, if you guys find a fix, please let me know. I have been working with support to try to find a fix.

All Answers

Looks like 6.4 SP1 should fix this issue.

Answered 12/03/2015 by: pbroussard
Orange Senior Belt

  • I'm still seeing it on 6.4 SP1. I'm wondering if they're going to release a new agent?
I tried something which I think might have fixed one of my clients.

1 uninstall the client from the machine
2 go to %programdata% and delete the kace folder if it is still there.
3 delete the files in the share for the replication
4 reload the agent

This caused my k1000 to load the computer as a second entry in the inventory.  I just deleted the old entry and setup the new one for the replication. 

Seems to be working again.
Answered 12/03/2015 by: pbroussard
Orange Senior Belt

  • Looks like that's working. I did that prior to the SP1 update, but not after. Strange because I have some smaller clinics that just use desktops that never had the problem. Looks like so far so good now though.
So, you have multiple replication shares and the agents stop at the exact same time? 

If that's the case, enable debug on a couple of replication shares, note the time that the service stops and open a support ticket.  Provide the time that the service stopped, the client logs from the replication shares and the appliance logs.

Appliance logs: https://support.software.dell.com/kb/134230
Agent logs: https://support.software.dell.com/k1000-systems-management-appliance/kb/112035

As a temporary workaround, you could use a scheduled task to restart the service once a day or every few hours: "c:\program files (x86)\dell\kace\AMPTools restart"


Answered 11/21/2015 by: jknox
Red Belt

  • Interestingly enough, the agents started themselves back up. I am guessing the agent watchdog had something to do with it. I did turn on the debug mode on one of the servers. I am interested on what will end up coming from it.
    • I'm seeing it when they check in. They do eventually start back up though. I haven't had a ton of time to troubleshoot though.
      • I get that too. I have had some that don't start back up though.
      • I have a weekly reboot on those servers as a scheduled task. That may help it start back up some. Mine still haven't come back online since I forced an update on them. If I go in manually, and start the service it comes right back up.

        To be honest I was sort of waiting on this next patch that's supposed to be coming soon. If that didn't fix it I was going to contact support.
      • Does that work for a long period of time, or for a couple of days? We have our replication servers on our file servers, so it is a little more difficult for us to reboot our servers weekly.
      • Zgillette - I don't think you need to restart the server necessarily, but you could try restarting the AMP agent and then forcing a check in. This could be done as a scheduled task if it helps.

        Assuming Windows,

        Restart the agent: "c:\program files (x86)\dell\kace\amptools.exe" restart

        Force a check in: "c:\program files (x86)\dell\kace\runkbot" 4 0
      • I reboot once a week, on a weekend early in the morning. The only thing these servers serve as are rep shares so it's not noticeable.

        I would think jknox's suggestion would work with the amptools.exe restart, or starting the service via command line. You should be able to set that up in a scheduled task.
      • I'll try a reboot on the service then. I'll see how that works. I'll keep you guys up to date on that.
      • I just put the start service in the task scheduler. I set it to run every hour. I just set to have it do a net start ampagent. Nothing fancy, but I tested it and it works. hopefully I will see on Monday that it is running.
      • It still seems so be an issue after the 6.4.120261 patch that was recently released as well.
  • Looking into the Windows system logs, I am getting the error "The Dell KACE Agent service terminate unexpectedly.
    • It's unusual that they would stop at the same time. Do you have any antivirus running? If so, check this: https://support.software.dell.com/kb/111785
      • There actually isn't any antivirus running. The weird thing is that they will start up on their own after around 2-5 hours after they stop, but then stop again a few hours later. I don't know if they are stopping at exactly the same time, but it is pretty close.

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