Blog Posts by brian_klocek

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How to resolve Agent Check in issues when K1000 server IP address is changed on Network

If you are in a predicament where the infrastructure of your network needs to change (whereby also requiring you to change the K1000 IP address), you will need to create a DNS Alias on your DNS Server to temporarily re-route traffic from the agents back to the KBOX now listed on the new IP address.

Below is a simple implementation you can perform on your network so the agent software on the clients continue to check in with your K1000 after you've changed its IP address.

  1. Find and Right-click on the K1000 directory listed on your DNS server. Select Properties

  2. Select New Alias (CNAME)...

  3. Fill in the old KBOX name/IP address in the top field and place the new KBOX name/IP address in the Fully qualified domain name field.

  4. Click OK to save.

NOTE: The check box is optional based on your network requirements.

Once the agent software has checked in with the new KBOX address location, the information will update itself on the client. Once all of the agents have checked in, the DNS Alias can be removed.

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Install Quicktime to Windows Environment from Scripts

To Install Quicktime to a Windows environment by script, follow these steps:

  1. Create a new online Kscript under scripting.
  2. Upload the version of quicktime installer you want to deploy as a dependency.
  3. Under Policy and Job Rules, select Add to add a task.
  4. (optional) Add a verify option to verify the application is not previously installed.
  5. Under On Success, select Run a batch file.
  6. Populate the contents of the batch file with:

    QuickTimeInstaller.exe /extract
    msiexec /i "%cd%\QuickTime.msi" /passive DESKTOP_SHORTCUTS=NO
    msiexec /i "%cd%\AppleSoftwareUpdate.msi" /passive
    msiexec /i "%cd%\AppleApplicationSupport.msi" /passive

  7. Check Wait for startup and save the script.

The batch file will add itself to the dependency and the script should look something like this:

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KACE:: Last Reboot and Last Sync Smart Machine Label

When creating a Smart Machine Label for 'Last Reboot' or 'Last Sync', many people often wonder what the configuration is needed for the third field in order to get the search criteria to work properly.

In reality, by design the advanced search feature cannot query the dynamic time interval.  Instead, you will need to use a MySQL query in order to get the information you desire with a WHERE statement of when sync or last reboot occurred.

WHERE LAST_SYNC > DATE_SUB(now(), interval 24 hour)

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KACE: How to Configure Exchange 2003 and KBOX communication

To setup your KBOX to work with Exchange 2003, first start by selecting Help Desk>Configuration and select the Queues option to view the queues you need to configure.  Then select the queue you wish to modify. Follow these steps to configure this section of the page.

  1. At the top left corner, select Edit Mode.
  2. Enter the email address prefix you wish this help desk to have in the Email Address box.
  3. In the Alt. Email Address box, enter the full email address of the account you want the KBOX to send responding emails to or emails notifying your ticket owners that a ticket has been updated.  It is advised that the prefix for the alternate email address matches that of the prefix for the email address setting.
  4. Save settings.

Then navigate to Settings>Network Settings and select Edit Mode. Check the box for Use SMTP Server. In the SMTP server box, enter the IP address of the 2003 Exchange server using this format [xxx.xxx.xxx.xxx] (square brackets are required). Then save the changes and allow the KBOX to reboot.

Next, create an email contact in your AD for the KBOX and use the KBOX email address used for the Help Desk. To do this, follow these steps:

  1. Right click the Users container (or other preferred container) and select New>Contact.

  2. On the New Object - Contact page, provide the name you would like the contact to have and click Next.

  3. On the following page, click the Modify button for E-mail.

  4. On the New E-mail Address window that pops up, select SMTP Address and click OK.

  5. A Internet Address Properties window will open. Input the email address listed for the desired Help Desk and click OK. (example: servicedesk@kbox.domain.com)

  6. This should return you to the New Object - Contact page showing the new email address.  Click Next.

  7. On the final page, it will indicate the creation of the new contact. Click Finish.
  8. Next, add an alternate email address to the contact created. Right click on the contact and choose Properties.
  9. Click on the Email Addresses tab and click New.
  10. Choose SMTP Address. Enter the email address and click OK. Make sure the Help Desk Primary email address is still set as Primary.

The next few steps will walk you through how to setup a new connector for the KBOX in the Exchange System Manager.

  1. Right click on Connectors and select New>SMTP Connector.

  2. On the Properties>General tab page, fill in the name of the connector. 
  3. Select the Forward all mail through this connector for the following smart hosts and enter the IP address of the KBOX in the format [xxx.xxx.xxx.xxx] (brackets required). Select your local Exhcange server(s) as the Local bridgehead and leave the check box for Do not allow public folder referrals unchecked.

  4. Select the Address Space tab.

  5. Click the Add button to enter the address spaces that will use this connector.
  6. On the Address Space window that launches, select SMTP and click OK.

  7. On the Internet Address Space properties window, edit the E-mail Domain to be the domain of your KBOX email address suffix (i.e. kbox.yourdomain.com) and set the Cost to 1. Click OK.

    Note: If you have other SMTP connectors set up, you will want his one processed first. That way, these emails don't accidentally get sent to the internet causing NDRs.
  8. This will return you to the properties window for the new connector and you will see that your SMTP settings have been added to the Address Space tab. Click OK and the connector will be up and functional.


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KACE::SCRIPTING:UVNC version and newer

The newer versions of UVNC include a security feature that contains more than one password which is causing installation headaches when trying to deploy from the K1000.  If you are experiencing this issue, first make sure your K1000 is running version 5.3.53053. Then follow these steps to develop a working UVNC script:

  1. Manually install the UVNC agent to a test client system.
  2. Launch the .INI file created from the manual install and make sure Password 1 and Password 2 do not show the hex format.

    By default, it will list the same and if they match, only read-only access will be available and a connection after the install will fail.

  3. To fix this, launch the UVNC settings and change either the VNC Password or the View-only Password.

    Once one of the passwords has been changed and saved, reboot the client.  When the client is back up, check the .INI file again to make sure password 1 and 2 have different hex codes listed for them. 

    Note: If you are experiencing something like 00100000020000 or 000000000000 in the password fields found in the .INI file, it is because the changes were made through RDP or some other type of remote desktop tool.  Make sure you have direct access to the client UVNC properties tool when setting the passwords to avoid this.

  4. Create a new UVNC script from Settings>Configuration Policy>UltraVNC Wizard. Make sure to use the same VNC Password you provided in the UVNC Properties that will grant you read/write permissions. When finished with your settings, save the script.
  5. Browse to the newly created UVNC script under the Scripting category and launch to edit.
  6. Change the script from an Offline Kscript to an Online Kscript.
  7. Under the Dependency category of the script, remove the default .INI and .INF files and replace with the ones created from the manual install. Also remove the default UVNC.exe setup file and replace with the setup.exe version.
  8. At the bottom of the script, select the option to edit this policy using the editor.

  9. Under On Success step 1, make sure the hex code listed for the password matches the one listed in your INI file uploaded to the script.  If they do not match, the script will fail.
  10. Under On Success step 10, edit the syntax to call for the correct UVNC setup.exe file name uploaded to the dependency.  Leave the rest of the script as is without making changes.

  11. Save. Test.


IF you receive an authentication rejected error, its related to the passwords.

IF you are uninstalling an older version or installing an updated version on a client which already contains a version of UVNC, a reboot is necessary prior to establishing a new connection.

IF you are only successful with getting a read-only access connection, one of these below processes should resolve the issue:

  • Try the other password.
  • Uncheck disable user input in the UVNC properties.
  • A complete uninstall of UVNC; with removal of all directories and registry keys.  Rebooting the client and trying another install.

Note: If you are still unable to get it to install or are having access problems, please open up a ticket with Dell KACE support and reference this article to help cut down time in getting the issue you are experiencing resolved.

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