Kace agent not checking in on Windows 10 1903

I have a brand new Dell and I've upgraded to windows 10 1903.

I install the agent and see the inventory task run but the machine never shows up under devices.  

I'm on agent version 9.1.204

Server version 9.1.317

No Virus software or firewall enabled.

Any clue on what I can do to figure out what is going on?

1 Comment   [ + ] Show comment
  • Does any know a quick fix for the XML file that doesn't require their KACE Support. I'm fine if it is a manual fix for each machine. - seuss 1 year ago
    • upgrade your kbox and clients to v10 - SMal.tmcc 1 year ago

Answers (2)

Answer Summary:
Posted by: SlickRick 1 year ago
Senior White Belt

I had the same issue on devices that were upgraded from 1809 -> 1903.

There is now a KB available with the hotfix: https://support.quest.com/fr-fr/kace-systems-management-appliance/kb/292130/potential-inventory-failure-on-windows-10-1903-systems-running-on-late-models-of-certain-hardware-vendors?kblang=en-US

After applying the hotfix, my new and upgraded devices were checking in again.

  • I generally like to wait a while before upgrading to the next Windows build because of things like this. I recommend staying at 1809 until the next SMA upgrade. 10.0 should be right around the corner since they just announced the Beta. Perhaps Quest will fix this issue in 10.0? - zbaatz 1 year ago
Posted by: Channeler 1 year ago
Red Belt

Top Answer


Build 1903 has some changes in the way it reports information to the WMI queries....

This causes an XML file the agent needs to become unreadable by KACE.

I believe 1903 will be supported in version 10, but I would recommend contacting KACE Support, maybe you could upgrade to a BETA version if you wish, or apply a temporal fix.


  • The odd thing is that all of the machines that previously checked in before the upgrade to 1903 are still checking in with no issue. This is the first one that I've upgraded and then loaded the agent. - pbroussard 1 year ago
    • Yes, I have a reimaged VM from yesterday, we deployed 1903 to it and then installed the Agent, it is unable to checked in for the first time - Channeler 1 year ago
  • I have been updating systems to Windows 10 1903 for the past few days, and the Kace 1000 using agent version 9.1.204 has been working fine for me with the inventories. I just verified one that I did this morning and did a manual inventory update and it shows that the inventory was updated 14 seconds ago. - msamash 1 year ago
    • the issue happens when you do a Fresh 1903 install, if you are coming from 1809 or any older build, it should work - Channeler 1 year ago
  • After talking with KACE Support, it is a known issue when deploying a Windows 10 1903 image.
    There is an invalid character in the inventory.xml file which prevents the K1 from being able to process the inventory.

    They will need to tether into your k1000 appliance in order to fix. - Wade_Graham 1 year ago
    • I've found some other issues with 1903 with other software like mcafee. Guess i'll have to hold off on the update until all the bugs are worked out. - pbroussard 1 year ago
  • I had this exact issue and had a support ticket open with KACE support. The support engineer had their R&D tether into our KBOX which lasted for a few days but they were able to apply a hot-fix to resolve the issue. You can ask them to reference service request 4514962 - jcaine 1 year ago

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