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KACE Product Support Question


VMTools issue after K1000 upgrade

01/11/2018 1244 views

We started having backup issues after upgrading our K1000 to 8.0.3, our K2000 has no problems backing up and it's running on the same dell hardware. We use Veritas Netbackup and have had no problems since we started using both appliance 3 years ago.

Since our K2000 is running vmtools 10.1.10, tech support had us manually update our K1000 to the same version. VMtools works fine, but it would enter "not running' state after backups are finished, which causes the next day backup to fail. We then need to log into vsphere, mount the vmtools iso to the k1000 machine, log into the k1000 admin web interface and click "Check for updates" for vmtools to install to get it in a "running state". This process has to be repeated daily now since the upgrade.

There has been no changes in our VM or backup environment(we are not allowed to make critical changes due to end of the year freeze), so the ONLY factor that has changed is the K1000 upgrade. Has/is anyone else experiencing these issues? The vendor is claiming to open a ticket with Veritas. but our K2000 has no problems.



2 Comments   [ + ] Show comments

Comments

  • Are you using ESXi 6.5? If so, see:
    https://support.quest.com/kace-systems-deployment-appliance/kb/217335

    In regards backup systems, the only methods supported are:

    K1000:
    Settings › Control Panel › Backup Settings

    K2000:
    https://support.quest.com/kace-systems-deployment-appliance/kb/115080

    For any other external-3rd party backup tool, you will need to contact your backup solution vendor.
  • We are running ESXi 5.5 and have been successfully backing up previous versions of the K1000 for the past 3 years. The K2000 is still backing up with no issues even after being upgraded to the latest v.5.0.222 version. It's just something with the 8.0.3 K1000 upgrade.

    I've had a priority 2 ticket opened for over 3 weeks, and the only troubleshooting that was done by tech support in this time was updating vmtools. After that didn't work, its been all about blaming the backup vendor. Sad to see how customer service has degraded after Dell sold off to Quest.

All Answers

0
You might want to read:
"Regarding Third-Party Virtual Machine Backup and KACE Appliances"
https://support.quest.com/kb/238313


Veritas is mentioned there.
Answered 01/12/2018 by: Channeler
Red Belt

 
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