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Computers have not inventoried in several days

I have some computers that have not inventoried in several days and some over a month.  All of them show online in KACE and all are on the same domain and running the same anti virus with the same policy applied.  The only way i have gotten them to inventory is to manually remove the agent and reinstall.  All are running Windows 10 21H2.  Has anyone else had this issue?  If so how did you fix it?


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Answers (6)

Posted by: Nico_K 1 month ago
Red Belt
1

which version of the SMA do you use?
which version of the agent?
What happens if you force inventory on one test client?

Posted by: KevinG 1 month ago
Red Belt
1

If you open a support ticket, please attach the agent logs.  You can use the Kace Agent Toolkit (KAT) to collect logs.

https://support.quest.com/kb/276850/kace-agent-toolkit-kat-now-available-in-the-sma


Some additional KBs that may help you.

https://support.quest.com/kb/331274/reviewing-kace-agent-logs-during-troubleshooting

https://support.quest.com/kb/331272/how-to-gather-agent-diagnostic-logs
https://support.quest.com/kb/190297/agent-communication-issues-checklist

Posted by: timglass 1 month ago
Senior White Belt
0

Kace Server 12.1.168

Agent 12.1.52

It will not inventory



Comments:
  • go to C:\ProgramData\Quest\KACE\user and check the kagent.log for errors.
    If you are unsure, open a ticket with KACE support (note it here please, if you like)

    You also can copy the errors in the log. - Nico_K 1 month ago
Posted by: timglass 1 month ago
Senior White Belt
0

I have opened a ticket in the past but they always blame the anti-virus as the issue even though all the machines are running Trend Micro and all have the same policy applied.  I will open another ticket but it appears their support site is down as I cannot get to the login screen.

Posted by: KevinG 1 month ago
Red Belt
0

The Anti-Virus can prevent the Agent from performing required tasks/execution.  The Agent logs should give additional details for further investigation.

Posted by: timglass 1 month ago
Senior White Belt
0

After some investigation the computers that aren't inventorying are ones that haven't restarted in several days or weeks.  I selected two computers that haven't inventoried in over a week and  after a restart they both inventoried.  Has anyone else  experienced this?


Comments:
  • No, but I have servers that when restarted the agent service doesnt start for days. You might check to see if the service is running. If you have a network monitor system that allows for checking of service status and can start services it may be a mitigation option. I have a case that was open for this but after them sending me one beta agent and then when that didnt help them resolve they sent me another at which point I elected to stop doing the testing that their internal team should be doing. I dont get paid for that. - barchetta 1 month ago

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