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KACE Product Support Question


KACE SMA is Public Facing but remote clients don't connect

04/07/2020 269 views

Hello,

We'd made our KACE SMA public facing a while ago, and we as administrators have never had a problem accessing the SMA remotely, both by external IP address or DNS name.   However, now that everyone is working from home, we've noticed that none of the clients are showing connected or receiving commands while off of our network.  All the clients have been configured using the DNS name, so they shouldn't see a difference internal or external.  Just to test, I reconfigured my test laptop to point directly to the external IP as outlined here https://support.quest.com/kace-systems-management-appliance/kb/118540/how-to-make-your-system-management-appliance-sma-publicly-facing-sma-integrity-test and it still wouldn't show as online in KACE.  

What am I missing that would prevent the clients from connecting to our SMA remotely?

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You will want to check the \ProgramData\Quest\KACE\konea.log and the \ProgramData\Quest\KACE\user\KAgent.log for error messages while trying to connect to the SMA.

The KAT (Kace Agent Toolkit ) can also be used to collect Agent log files for review.

If you should decide to open a support ticket, please submit the logs collected by the KAT program.



Answered 04/07/2020 by: KevinG
4th Degree Black Belt

 
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