Some agents not reporting in for weeks
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
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Technically, the machines in question aren't reporting inventory. - technics 9 years ago
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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. - technics 9 years ago
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I have the same problem but with Macs running OSX 10.9.5 - threedo 9 years ago
Answers (5)
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Posted by:
joevano
9 years ago
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.
Posted by:
h2opolo25
9 years ago
Assuming those machines are still online...
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.
Posted by:
technics
9 years ago
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.
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I do appreciate your assistance however :) - technics 9 years ago
Posted by:
farley
9 years ago
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.
Posted by:
technics
9 years ago
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.
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.
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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. - htomlinson 9 years ago