KACE Product Support Question

KACE Agent Refuses to Show up in SMA

08/22/2019 544 views

We installed the KACE agent on a remote server and it refuses to show up in KACE. What in the world?

1. There is no AV on the server

2. KAT tool shows 443 is open and connects to SMA

3. Other servers in the VLAN connect ok, just not this one server. 

4. DNS is good, server name / ip etc. There are no duplicates

5. It is not showing as archived under assets

6. Force Inventory with the KAT tool reports ok.

7. Ping works to and from the server / SMA

Answer Summary:
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Answer Chosen by the Author


One of my colleagues resolved it:

1-Remove duplicate KUID


2- Reset WMI repository


Answered 08/27/2019 by: lama01
Blue Belt

Community Chosen Answer


You may want to review the \ProgramData\Quest\KACE\konea.log for connection errors.

Also, check the \ProgramData\Quest\KACE\user\KAgent.log for possible issues collecting or uploading inventory data.

Post your findings here.

Answered 08/22/2019 by: KevinG
4th Degree Black Belt

  • Whats funny is I made a change in the SMA to show the KACE icon in the task bar and the server got the change. So its like the server is connected to the SMA its just not showing up.
    • Do you see an AMP_CONNECTED file under the C:\PRogramdata\Quest\KACE folder? If yes, then the agent is connected to server. You might want to check if you have ran out of licenses as the server will not accept inventory if it doesn't have free licenses.
      • This was a good idea. And I do see the file but our license is at 1318 of 1400.

All Answers


Based on the reply it sounds like this was a WMI corruption issue.

With 9.1, we introduced a diagnostic page in SMA under Org Settings->Support named Device Issues (under Trouble Shooting Tools), if the device reported with an incomplete inventory.xml that are usually associated with corrupted WMI, the device would have been identified in this diagnostic page. Take a look and it might also identify other agents with similar issues in the environment.


Answered 08/27/2019 by: Allen.Tsai
White Belt

  • Yeah I see 14 issues here. 2 have clickable servers the rest are all unknown.

Do you see a non empty inventory.xml file created in the same C:\PRogramdata\Quest\KACE folder ? Also, check in KAgent.log if you see any error with regards to inventory upload failure.

Answered 08/26/2019 by: AbhayR
Red Belt

  • non empty inventory.xml file - Yes, 176KB with data in it.

    KAgnet log not sure. I see this: C:\ProgramData\Quest\KACE\kbots_cache\packages\kbots\4\bitlocker_inventory.ps1" failed with exit code 0 and error msg:
    [2019-08-26.18:50:42][KInventory:CCaptureInventory::Ex] KInventory Now gathering DDPE information...
    • ok. You might be hitting an issue with the agent here. Please reach out to Quest Support.
      • Already did I dont think they know either.

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