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KACE Product Support Question


Some agents not reporting in for weeks

01/13/2015 3298 views
We have a few servers that aren't reporting in to a K1000.  When I look at agent tasks in the troubleshooting section I see the three machines in question.  What can I do to troubleshoot/reestablish connectivity to the K1000 for these servers?
3 Comments   [ + ] Show comments

Comments

  • Technically, the machines in question aren't reporting inventory.
  • We have tried both steps suggested with no result unfortunately. Removing all files and registry entries on the servers failing to upload inventory and re-provisioning has not worked either.
  • I have the same problem but with Macs running OSX 10.9.5

All Answers

1
Is the agent version current? We have had the agent upgrade process die after uninstalling the old version but before installing the new version. This invariably leaves a registry entry in HKCR\Installs\Programs\GUID_that_refers_to_agent_installer (every version of the agent is different) that refers to an old version of the KACE agent. Provisioning fails when it encounters this key because it looks for the installer that was already uninstalled. Removing the registry key that at the GUID level (for example the last time we had an issue the key we had to remove was HKEY_CLASSES_ROOT\Installer\Products\FA6899ADB56ED8948A7D277489F0C6E ) allows the provisioning to succeed.
Answered 01/27/2015 by: joevano
White Belt

1
Assuming those machines are still online...

Log on to those machines and restart the Dell KACE service. Then use command prompt go to C:\Program Files (x86)\Dell\KACE directory and run "runkbot.exe 5 0"

If that doesn't work then uninstall the agents and re-provision them.

I have a hand full of PC's that every now and then need a kick in the behind to reconnect and do inventory. Haven't had time to do a more in depth analysis of why.
Answered 01/14/2015 by: h2opolo25
Red Belt

1
We have tried both steps suggested with no result unfortunately. Removing all files and registry entries on the servers failing to upload inventory and re-provisioning has not worked either.
Answered 01/14/2015 by: technics
White Belt

  • I do appreciate your assistance however :)
1
If the machines are not showing connected then you should troubleshoot the connection between the machine and your kbox. You can use telnet to verify the machine can still connect to the kbox. For example,
telnet kbox.dell.com 443
telnet kbox.dell.com 52230
telnet kbox.dell.com 80 ; if you are not using SSL.

You can also look at the KAgent.log in the user folder. It might help to enable debug, open a command prompt and go to %programfiles%\dell\kace and run "amptools.exe debug=true" this will add extra logging to the KAgent.log that can be helpful. 
Answered 01/19/2015 by: farley
Yellow Belt

1
I moved one of the affected servers to the same ESXi host as the K1000 virtual appliance.  (vSphere 5.5 with all newest udpates, VM version 8, updated vmtools etc.)  Obviously many servers do not have an issue connecting or reporting inventory; after moving one of the affected servers to the same esxi host and vswitch, restarting the amp agent service, and running runkbot, the issue is still present. 

So to recap, K1000 appliance on same esxi host and vswitch as servers that are and are not working.  Debugging has been turned on and I have sent the logs off to Dell.  They essentially stated the same, try troubleshooting networking issues.  With some servers working fine and others not, despite all of them being on the same esxi host and vswitch, I am at a loss. 

I was able to connect via telnet.
Answered 01/20/2015 by: technics
White Belt

  • Do you use multiple ORGs? Could the ORG sync have been changed (this leaves and agent that appears to not be connecting).
    If you have uninstalled and re-provisioned you could be looking at the old agent record not the new one if you have detect duplicate agents turned off.

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