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10/08/2018 228 views
I haven't been relying on KACE for our school's Macs for several months, but now that the school year is back into full swing, I've turned my attention back to fixing the inventory problems we've had.  This situation does appear to bring ability to use KACE for Macs to a complete halt.  Where I do see in KACE Inventory that some Macs are still showing connected at times, none have had a successful Inventory in many months.  I have a student computer to test with and I've made multiple attempts to get it to report back to KACE, to no avail.  I have completely removed the KACE agent folder and all KACE-related LaunchD items, rebooted, and done a complete re-install of the Mac Provisioning package.  I've also done some digging into the KACE/data directory and I do see that the inventory.xml file is current and getting fully updated.  It seems it's not reporting back to the server, however.  When running any flavor of runkbot, the final lines of the output echo "FAILED to get kuid!" and "Failed to build the upload url."  I do know that in previous versions there was a file in KACE/data called "kuid.txt" which does not appear now in that directory.  I've even attempted to create this file to see if it would change anything, but it has not.

So, if anyone can please guide me in the right direction, I'd love to get these Macs checking back into KACE Inventory.

Thanks!
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  • Is the host set properly in the amp.conf?
  • Ah, I forgot to mention, but yes it is. That was one of the first things I checked. It looks like the package install is writing the file with the line: host=*ourkboxaddress*
  • Here's another thing I've learned about this issue. It turns out that if I add a number (just used 1234567) to the kuid.txt that I created, the "Failed to get kuid!" error goes away. As a matter of fact, there don't appear to be errors at all. It actually looks like it's uploading the file, but when I look for the Device in KACE, it's still not found.
  • Also, in my troubleshooting, I've discovered that the Windows KACE commands and the Mac KACE commands differ. Is there a resource that describes all the options to use with "runkbot" on a Mac?
    • The kbots are scripts, but some of them are hidden. Login to your KBox using the /adminui interface and on the scripts page add &SHOWALL=1 to the URL, like this:
      https://kace.url/adminui/kbot_list.php?SHOWALL=1
      That will show the hidden scripts that are run when you use the runkbot 4 0, etc. The first number is the script ID (4) and the second number specifies the version (0 means current).
      • Thank you! This is excellent information. I now see many system scripts added to the list. However, I can't tell which is which. How do you identify the script ID? It's not listed in "Column visibility" and I don't see any such ID listed on any script's information page.
      • Yeah, you have to look at the URL once opened or when you mouse over the link your browser might show you the target.
      • Perfect! Very useful info. I'll pass this on to the other guys in our office.
  • Have you looked through the konea.log and the KAgent.log files?
    • I've looked though KAgent.log and KWatchDog.log, but I haven't found the konea.log, where is that? I'm not really sure what to make of the two logs I have looked at. I don't really know what I'm looking for.
      • konea.log is in /Library/Application Support/Quest/KACE/data

        Well, you're looking for errors. Start at the bottom of the log and go back in time. Or, open the log in the Console app and then restart the KACE agent with:
        sudo /Library/Application\ Support/Quest/KACE/bin/AMPctl restart
        Watch the log to see what happens and look for errors pertaining to reaching the appliance. Run the inventory script and watch the log when that happens.
      • Negative. I see no konea.log in /Library/Application Support/Quest/KACE/data. Perhaps this is revealing for this issue?
      • Also, the only stand out errors in the KAgent.log are the same ones reported when running runkbot. It repeatedly references failing to get a kuid and failing to build the upload url.
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  • Ok, big change here. Our KACE admin updated the KBOX yesterday to version 9.0.270, with the Mac clients being upgraded to version 9.0.167 of the agent.

    Things are working... sort of. I'm now able to inventory new devices (or devices I've reinstalled the agent on). However... it looks like only running "runkbot 1 0" has any effect. "runkbot 2 0" doesn't do the inventory. Nor does the "Force Inventory" option on the Device info page.

    Per the earlier guidance on this, I've been looking through the hidden scripts. I see that ScriptID 1 is "K1000 Bootstrap," which is the mechanism for new devices. Where ScriptID 2 is "Mac/Linux Cl/Inventory + Agent Update" used for simple inventory updates.

    So, I'm glad that bootstrapping works, but it does seem like the other script is the one that should be used for devices already listed in KACE.

    Any thoughts?

All Answers

1
Ok, got to the bottom of it.  Apparently, there was a problem with our agent logo.  I noticed that the only reference to a download failure when I ran 2 0, was with a client-logo.bmp.  So, I uploaded a new logo to the appliance and, voila!, suddenly all Macs are checking in and updating their inventory now.  So, there you have it.  KACE was 100% broken for all Macs because of a stinkin' logo!
Answered 10/16/2018 by: atoss
Senior White Belt