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KACE Systems Deployment Appliance 9.2 Common Documents - Administrator Guide

About the KACE Systems Deployment Appliance Getting started Using the Dashboard Configuring the appliance Setting up user accounts and user authentication Configuring security settings Preparing for deployment Managing device inventory Using labels Creating a Windows or Linux Boot Environment Managing drivers Capturing images Capturing user states Creating scripted installations Creating a task sequence Automating deployments Performing manual deployments Managing custom deployments Managing offline deployments About the Remote Site Appliance Importing and exporting appliance components Managing disk space Troubleshooting appliance issues Updating appliance software Glossary About us Legal notices

Enable a tether to Quest KACE Technical Support

Enable a tether to Quest KACE Technical Support

You can access the Quest Support Portal to request a tether to your appliance to enable Quest KACE Technical Support to troubleshoot issues.

Obtain a tethering key by contacting Quest KACE Technical Support at https://support.quest.com/contact-support.

To ensure security, enable remote access to the appliance after the Support team authorizes you to do so.

1.
On the left navigation pane, click Settings > Control Panel to display the Control Panel, then click Security to display the Security Settings page.
2.
Select the Allow SSH Root Login (KACE Support) check box.
3.
Click Save.
4.
On the left navigation pane, click Support > Support Portal to display the KACE Support Portal panel.
5.
Under Contact Quest KACE, click Enter a Tether key to display the Support Tether Key page.
6.
Observe the alert at the top of the page.
By enabling a tether, you allow KACE Technical Support to access your appliance. Ensure that this process complies with your organization's security guidelines. By default, a tether expires after 21 days, but you can disable an enabled tether it at any time.
7.
In the text field, type the description of the problem, and complete one of the following steps.
◦
To obtain the tether key automatically and send the message to Technical Support, click Enable Tether.

If the process fails, select Enable Tether and type the tether key, as prompted. Click Save.

◦
To use a tether key provided by Technical Support, click I already have a tether key, then select Enable Tether and type the tether key, as prompted. Click Save.

The Support Tether Key page displays the date and time the tether key expires, and the tether log. Quest KACE Technical Support now has remote access to your appliance. To disable the tether at any time, click Disable Tether.

Open a support ticket

Open a support ticket

You can open support tickets from within the appliance and enter the details to troubleshoot appliance-related issues, send bug reports, and to request enhancements.

1.
On the left navigation pane, click Support > Support Portal to display the KACE Support Portal panel.
2.
Under Contact Quest KACE, click Submit a Ticket to display the New Support Ticket page.
3.
Provide the required information, then click Send.

Troubleshooting the Boot Manager

Troubleshooting the Boot Manager

Test whether a target device can network boot
Set the Boot Manager timeout
Select the local hard disk boot method

You can change the Boot Manager interface for devices that do not support the integrated graphics required to load the KBE and configure how long the Boot Manager displays on target devices. You can also set the duration that the appliance waits for the DHCP server to respond, and test device network connectivity.

Test whether a target device can network boot

Test whether a target device can network boot

If the Network Interface Card (NIC) on the target device supports network booting, you can test whether a target device can boot from the appliance.

1.
Set the BIOS on the target device to boot from the network.
2.
Restart the target device.
The target device searches for the network boot server.
3.
From the Boot Manager, select the architecture for the KBE that supports the device's hardware.
The target device boots from the KBE.

The target device successfully boots.

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