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Software Deployment Question


KACE agent 9.0.181 error on Surface Pro

01/02/2020 436 views

Hello and Happy New Year,


I attempted to have a Surface Pro check in KACE after manually installing the agent, and the device will still not check in, and I've getting an odd (to me) error. I've uninstalled and resintalled several times. KACE discovers the Surface with the Discovery tool as an unmanaged device - even with the manually installed agent. Provisioning did not work for me. Can anyone help me?


I get the following notification in Event Viewer:


BEGIN

Log Name:      Application

Source:        AMPWatchDog

Date:          1/2/2020 3:39:48 PM

Event ID:      0

Task Category: None

Level:         Information

Keywords:      Classic

User:          N/A

Computer:      REDACTED

Description:

The description for Event ID 0 from source AMPWatchDog cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

 

If the event originated on another computer, the display information had to be saved with the event.

 

The following information was included with the event:

 

AMPWatchDog

KWatchdogService in ServiceWorkerThread


Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="AMPWatchDog" />

    <EventID Qualifiers="0">0</EventID>

    <Level>4</Level>

    <Task>0</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2020-01-02T20:39:48.207641700Z" />

    <EventRecordID>1769</EventRecordID>

    <Channel>Application</Channel>

    <Computer>REDACTED</Computer>

    <Security />

  </System>

  <EventData>

    <Data>AMPWatchDog</Data>

    <Data>KWatchdogService in ServiceWorkerThread</Data>

  </EventData>

</Event>

END


Answer Summary:
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Comments


Answer Chosen by the Author

1

The version of Windows 10 on the Surface Pro is 1903. There is a compatibility issue with this version of Win10 and KACE agent versions below 10.0. 


The hotfix from the following KB was installed and resolved the issue.


https://support.quest.com/kace-systems-management-appliance/kb/292130/potential-inventory-failure-on-windows-10-1903-systems-running-on-late-models-of-certain-hardware-vendors

Answered 01/13/2020 by: MansaMusa
White Belt


Community Chosen Answer

1

At first:
Use a supported agent (9.1 will be EOL beginning of february)

Then run a manual check in
c:\program files (x86)\quest\kace\runkbot 1 0
c:\program files (x86)\quest\kace\runkbot 4 0

and post the inventory.xml 

Answered 01/02/2020 by: Nico_K
Red Belt

  • is 9.0.181 not supported at anymore? We just upgraded to this agent at the beginning of September.
    • no, it is EOL since november 2019.
      go to https://support.quest.com/kace-systems-management-appliance/10.1#PlcSoftwarePanel and click to Product Lifecycle and Procedures to see the supported versions, when they will EOL etc.
      • Ok... but does that mean that all the 9.0.181 agents don't or shouldn't work?
      • this means: 10.0 and 10.1 are the supported agents. This means: if there is an issue with older agents, Quest will not analyze and fix them.

All Answers

0

If you are using version 9.1 or older, please be aware of:

https://support.quest.com/kace-systems-management-appliance/kb/311910/upgrade-your-kace-sma-to-ensure-continuous-operation-of-your-patching-functionality


Also, I would check if the surface pro is able to reach the KACE SMA via FQDN, with a ping test.

Make sure your AV has the right whitelisted folders and files:

https://support.quest.com/kace-systems-management-appliance/kb/111785/which-directories-and-files-do-i-need-to-whitelist-for-the-sma-agent-


See if running runkbot.exe 4 0  fixes as admin the issue.

Other things to check:
https://support.quest.com/kace-systems-management-appliance/kb/195835/agent-troubleshooting-practices-agents-not-checking-in-or-not-running-inventory

(Here review points 4, 5 and 6).


Answered 01/06/2020 by: Channeler
Red Belt