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KACE Systems Management Appliance 15.0 - Administration Guide

About the KACE Systems Management Appliance Getting started
Configuring the appliance
Requirements and specifications Power-on the appliance and log in to the Administrator Console Access the Command Line Console Tracking configuration changes Configuring System-level and Admin-level General Settings Configure appliance date and time settings Managing user notifications Enable Two-Factor Authentication for all users Verifying port settings, NTP service, and website access Configuring network and security settings Configuring session timeout settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Enable API Access for the appliance Disable API Access for the appliance Configuring Mobile Device Access Enable fast switching for organizations and linked appliances Linking Quest KACE appliances Configuring history settings Configuring Content Security Policy
Setting up and using labels to manage groups of items Configuring user accounts, LDAP authentication, and SSO Deploying the KACE Agent to managed devices Using Replication Shares Managing credentials Configuring assets
About the Asset Management component Using the Asset Management Dashboard About managing assets Adding and customizing Asset Types and maintaining asset information Managing Software assets Managing physical and logical assets Maintaining and using manual asset information Managing locations Managing contracts Managing licenses Managing purchase records
Setting up License Compliance Managing License Compliance Setting up Service Desk Configure the Cache Lifetime for Service Desk widgets Creating and managing organizations Importing and exporting appliance resources
Managing inventory
Using the Inventory Dashboard Work with Inventory Dashboard Using Device Discovery Managing device inventory
About managing devices Features available for each device management method About inventory information Tracking changes to inventory settings Managing inventory information Finding and managing devices Registering KACE Agent with the appliance Provisioning the KACE Agent Manually deploying the KACE Agent Using Agentless management Adding devices manually in the Administrator Console or by using the API Forcing inventory updates About Remote Control Managing MIA devices Obtaining Dell warranty information
Managing applications on the Software page Managing Software Catalog inventory
About the Software Catalog Viewing Software Catalog information Adding applications to the Software Catalog Managing License assets for Software Catalog applications Associate Managed Installations with Cataloged Software Using software metering Using Application Control Update or reinstall the Software Catalog
Managing process, startup program, and service inventory Writing custom inventory rules
Deploying packages to managed devices
Distributing software and using Wake-on-LAN Broadcasting alerts to managed devices Running scripts on managed devices Using Task Chains
Patching devices and maintaining security
Using the Security Dashboard About patch management Subscribing to and downloading patches Creating and managing patch schedules Managing patch inventory Managing Windows Feature Updates Managing Dell devices and updates Managing Linux package upgrades Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with monitoring Working with monitoring profiles Managing monitoring for devices Working with alerts
Using the Service Desk
Configuring Service Desk Using the Service Desk Dashboard Managing Service Desk tickets, processes, and reports
Overview of Service Desk ticket lifecycle Creating tickets from the Administrator Console and User Console Creating and managing tickets by email Viewing tickets and managing comments, work, and attachments Merging tickets Using the ticket escalation process Using Service Desk processes Using Ticket Rules Run Service Desk reports Archiving, restoring, and deleting tickets Managing ticket deletion
Managing Service Desk ticket queues About User Downloads and Knowledge Base articles Customizing Service Desk ticket settings Configuring SMTP email servers
Maintenance and troubleshooting
Maintaining the appliance Troubleshooting the appliance
Appendixes Glossary About us Legal notices

End a Remote Control Session

End a Remote Control Session

You can end a remote control session in the following ways:

•
End the ongoing session from the Splashtop for RMM application

Or

•
Go to Inventory > Devices to display the Devices page.

From the Choose Actions drop-down list, select Reset Remote Control Session. The active session gets terminated.

Track Remote Session History

Track Remote Session History

You get the Remote Control session details in the following ways:

1.
From the Device Details page
a.
Go to Inventory > Devices.
b.
Click the device name to open the Device Details page.
c.
Click the Remote Control Session tab.

The details related to the last five remote control sessions such as Username, IP address, Start time, End time, Status, and the Duration of the session display.

* 
NOTE: Session tracking will not work in the following conditions:
•
SMA is on self-signed certificate and the Splashtop for RMM application is on Mac.
•
SMA hostname is not resolvable from the device that is starting Splashtop for RMM application.
2.
From the Reports page
a.
Go to Reporting > Reports.
b.
From the View By drop-down list, select the Remote Control option. You can see the following three reports:
▪
Overall remote control deployment - Lists the remote control agent deployed.
▪
Remote control sessions for last 7 days - Lists the remote control sessions for last seven days.
▪
Remote control sessions for last 30 days - Lists the remote control sessions for last 30 days.

Upload and View Streamer Logs

Upload and View Streamer Logs

You can upload and view Splashtop streamer logs directly from the Device Details page. This helps troubleshooting of remote control issues, such as session initiation failures.

The Upload Agent Files option on the Device Details page allows you to upload diagnostic logs, including Splashtop streamer logs, from the supported Windows and macOS devices. Once uploaded, these logs are available under the Logs and Diagnostics section, and helps you to analyze and resolve remote session issues.

Uploading the Streamer Logs

To upload the streamer logs:

1.
Go to Inventory > Devices to display the Devices page.
2.
On the Devices page, select the device to display the device details.
3.
Click Choose Actions > Upload Agent Files (Diagnostic). This uploads Splashtop-related log files to the server.
* 
NOTE: Based on the operating system of a device, the log files and their locations are as follows:
•
Windows Devices: The agent_log and SPLog files are located at C:\Program Files (x86)\Splashtop\Splashtop Remote\Server\log.
•
macOS Devices: The SPLOG.txt file is located at /Users/Shared/SplashtopStreamer/.

Viewing the Streamer Logs

You can access the logs from Logs and Diagnostics > Agent Files (Diagnostic) on the same Device Details page.

You can review these logs to identify and resolve remote control failures efficiently.

Customize the Blank Screen Logo

Customize the Blank Screen Logo

Administrators can now customize the background image that appears on a device console during a remote control session. This feature is available under Remote Control Agent Settings in the Remote Control Settings page of the KACE System Management Appliance admin console.

Uploading a Custom Blank Screen Logo

To configure a custom background image (in PNG format) that appears during a remote session:

1.
Log in to the KACE System Management Appliance Admin UI.
2.
Navigate to Settings > Control Panel > Remote Control Settings.
3.
Under Remote Control Agent Settings, in the Customize Blank Screen Logo section, click Choose file to upload a .PNG file and click Save.
* 
NOTE: You can use the blank screen setting in the viewer application to control what appears on the device screen during a remote session.
•
If the Blank Screen option in the Viewer application is not selected, and you start a remote session, user can see the device's background contents.
•
If the Blank Screen in the Viewer application is selected, and you start a remote session, user will see the uploaded PNG logo instead of the device's background.
File Size Restrictions

You can upload a .PNG file with the size upto 15MB.

If the file size exceeds 15MB, the system displays the following error message: "The uploaded file exceeds the maximum allowed size of 15MB. Please upload a smaller file."

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