KACE Product Support Question

No longer able to install KBOX client to laptops

03/19/2012 5522 views
Something happened last week that no longer allowed me to install the KBOX client to E6420 laptops. Works on Optiplex machines but not laptops. Checked .net framework installs and updates. Client intalls but server never sees laptop online to check in. K1000 will PING the machine but never picks up in INVENTORY. All older machines still working fine. Just new installs will not work.
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We had the same problem, but we find out that before creating the image, the Registry Key for KACE was never deleted so, at the time of install the agent, it the computers will have two different MachineID's.

Check your Registry Key:

If you have both and the MachineID's are diffrent, then:

-Uninstall the agent
-Delete both keys and KACE Folder on C:
-Restart your computer and reinstall the agent.

Good Luck!
Answered 03/20/2012 by: horacior
Third Degree Green Belt

  • I think I finally have it figured out. I took a newly imaged machine and just after domaining it and a reboot, ran KBOX on it BEFORE our Antivirus (Sophos) then installed Sophos. It's seems to be working fine now. All machines are checking in. What I don't get is why on only the E6420's is this happening. All other Dell laptops and desktops with the same software installed were working just fine. Only on the E6420's does Sophos interfere with the KBOX agent.
    • Which version of Sophos are you using? We've got v10 here with endpoint control console and a few 6420's which we dont have a trouble with. I think I might look a little closer here and ammend our imaging routine to install sophos after the kagent now just in case...
  • Thanks everyone for the ideas. I tried most of them.
Is your server version 5.3? If not I would recommend calling Kace support about getting up to date. They'll give you any required pre-updates. Then once your server is up to date you can use GPO to push the newest version of the client to machines which it isnt already deployed to. The KACE box itself will start updating other clients as they check in.
Answered 03/20/2012 by: Roonerspism
Second Degree Brown Belt

This may just be the version that has been provisioned to your machine by Kace. My K1100 said it was current, but was actually two releases behind prior to manually updating to the (actual) current 5.3.53053 release. I've come to learn that the support site is the best place for the current release.


Answered 03/26/2012 by: jverbosk
Red Belt

What version of the agent and server are you running?

Sounds like you are trying to push the agent from the K1000 to the client, is this correct?

If you are using the 5.3 agent, .NET is not needed. Also, some of the earlier versions of the 5.3 agent had some issues collecting inventory, the locally cached inventory file contained an empty machine name and the inventory would not upload because of it. There were also some issues (can't remember which versions) where certain characters in the names of the software titles would cause problems. I believe most if not all of these issues were fixed with the latest 5.3 agent.

If the client OS is Vista or Win 7 on the new installs, UAC needs to be disabled.
Answered 03/19/2012 by: ncsutmf
Second Degree Green Belt

  • Current version is.... 5.1.38724 This might be my biggest issue. What's the easiest way to get up to 5.3 ?
What about other machines on your wireless network? It could be that there is an issue between firewall settings between network segments.

Alternately it could be that the machines have the wrong server identified while installing. How have you installed the agent? Did you use the exe/msi withthe server name specified in it? You could always use the reset conf command on a machine to ensure that it is pointing to the correct server.
Answered 03/19/2012 by: Roonerspism
Second Degree Brown Belt

So, assuming you are running 5.3 on the server side, the K1000 appliance has a way to configure agent updates for the existing clients. I believe this part is supposed to run before inventory when it tries to check in. If you are using organizations, you will have to set this under each org, otherwise make sure you are in the Admin UI and not the System UI.

On our 5.3.x K1000, it is located in: Settings -> K1000 Agent -> Agent Updates from Kace
The top section allows you to enable and configure the agent updates for existing machines, as well as limit it to specific machines or machine labels.

The loaded K1000 Agent Updates will show you what version is currently on the server, as well as a way to upload a different agent version from the .kbin file downloaded from Kace's support/download site. The latest version of the agent is 5.3.53177. The version listed here should also be the version that you are attempting to push out when you deploy it to new machines from the K1000.

If your K1000 server is still at 5.1 or 5.2, I would check with Kace support before upgrading to a 5.3 agent. I would also check with them if you need to get to the downloads for a newer version.
Answered 03/27/2012 by: ncsutmf
Second Degree Green Belt

If you want to leave UAC enabled, you can use the client share on the KBOX to install the client from the target machine. Just be aware that you'll need to provide the KBOX share name during the client install (in my example below, I would specify - kbox):


Your agent name/version may differ, but the idea is the same. I haven't run into any issues using this method, although it's obviously not ideal for mass deployments.

You could also copy the installer to removable media, etc and install via that.

Answered 03/20/2012 by: jverbosk
Red Belt

Also, if you are still runng the 5.1 agents, I can confirm agent check-in issues on a number of machines. I traced this down to a .Net-related file and subsequently moved to the 5.2 (and now 5.3) version. Haven't had the same issues since and I'm also using Latitude E6420 laptops here.
Answered 03/20/2012 by: jverbosk
Red Belt

  • Current K1000 Agent is..... 5.1.38724 I just did a check for updates and the box says it's up to date. If my agent is not up to 5.3 how is that correct ?

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