KACE Product Support

There is a bug in that version of the kbox agent where the Kbox server name would randomly change to something else and the kbox agent wouldn't contact the server anymore. If I remember correctly you can use the agent provisioning feature to force deploy the newer agents to your problematic machines. The agents updates feature won't work since the clients have to be able to connect to the kbox server. Hope this helps.

what darkhawktman is implying is that your 202 machines are not connecting properly to kbox. Is that the case?

You could try an unprovision / reprovision -- or if it's the symptom described by darkhawktman then you might be able to get them to reconnecting with a temporary DNS entry if you can find out what it was changed to

Capt,

I think the million dollar question is:

Are these 202 agents still checking in?

I have seen some clients that successfully upgraded from client version 5.1.31821 to 5.1.33668 yet the information in the summary section of the record and the "KBOX Agent" section isn't updated with the correct client version. Looking at the "Installed Programs" it lists "KBOX Agent (5.1.33668)" as installed. An un-provision/re-provision usually fixes this.

We have smart labels identifying the installed KBOX Agent to be able to see those that haven't updated to the latest but it uses the information from Installed Programs (Software Titles) so is not catching these anomalies.

We have a report sent daily for connected computers that are reporting their agent version as not the current one. This has identified about 50 computers out of 9000 with this condition so it is rare and mostly cosmetic. We will be updating to a newer client version soon and are waiting to see the results of auto-upgrading then.

Sorry it took so long to reply this website was taking forever to load for me on Friday.

The agents do check in and I have confirmed by using Belarc that they are on the old version.

We are also running multiple sites and it seems as if only one site has updated. We have a Miami, Ft. Lauderdale, and Omaha site. The Ft. Lauderdale and Omaha sites are on a different domain than Miami.

Could this be the cause?

The agent update feature uses an MI process to update so if a subet of machines are checking in but not updating the agent the most likely cause is that your agent updates is only targeting one group (label or by name) of machines. Is each org separated by ORG or label? You have to enable agent updates in each ORG

Otherwise, we would need to see agent-side debug logs via a support ticket.

ORIGINAL: GillySpy

The agent update feature uses an MI process to update so if a subet of machines are checking in but not updating the agent the most likely cause is that your agent updates is only targeting one group (label or by name) of machines.  Is each org separated by ORG or label?  You have to enable agent updates in each ORG

Otherwise, we would need to see agent-side debug logs via a support ticket.



We currently don't have it split the PCs into labels or by ORG and we have it configured to update all machines.

I will gather logs and contact support.

Did you ever get resolution to this? I am having the same issue. I updated the appliance to version 5.3.45497 and updated the agents to 5.3.47173. The cleints are currently at 5.1.31821 and I have updates enabled. I have not set the update all checkbox, because it pops up the windows asking "Are you sure?". Not sure if that can pose a problem. Again clients are reporting in, but not updating to the latest client. I also am not understanding the reference to ORG. Where would I check that? Thanks for any help.

@tomssd - If you don't know what Orgs are you likely don't have them. Enable the update for all or specific labels to begin the updates. All is safe for a kace agent only because the bundle contains all supported OSes.

Thanks for the response. I found the organization settings and we do only have 1. Under the K1000 Agent settings, I have the Enabled box checked, limit Update to Labels is -None- and Limit update to machines is empty. The way I understood it, the machines should update when connecting. Should I be concerned that they are not updating without having the setting to Deploy to All? Thanks again.

the behavior is as designed. While this is a separate screen, this is really just assigning a Kscript to run and install the msi. If you need to update the agent on all machines then deploy to all machines is the way to go. If you aren't that adventurous then you'll have to do it a label at a time to cover everything.

I went the "All" route and machines are updating. I am curious as to why the machines did not update on their own. According to the Help Guide, To update the agents automatically "Enabled = Upgrades the Agent the next time the computers check into the appliance." Am I missing something? Must you either select a group of machines or All for this to work? If so, then it is not clearly defined in the Administrator's guide. Thanks for the the help.

You're right the machines have to be assigned just like any other script.