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Contacting KACE Technical Support (4377313)
This article aims to provide KACE customers with information on how to contact technical support in and answer some Frequently Asked Questions (FAQs) to assist in resolving common issues. ... Customers can contact technical support in Portuguese through the following methods:
Is there any way to use another email client, other than GMail, to get my mail from my Exchange server? (4276720)
<div>Any email client that is available in the Play Store can be used, and use the app settings to configure the client with the Exchange server settings (provided the email client supports app settings).
Can you use an existing MDM solution to deploy KACE Cloud? (4252138)
Can you use an existing MDM solution to deploy KACE Cloud? ... Unfortunately, this will not work as any applications deployed by an existing MDM solution would be removed when leaving that MDM solution.
Does KACE Cloud support ADFS (Active Directory Federation Services)? (4293784)
Does KACE Cloud support ADFS (Active Directory Federation Services)? <div>Yes, as of our February 2019 update KACE Cloud does support ADFS. <br>Please see <a href="https://docs.kacecloud.com/Getting%20Started/t_SAML-ADFS.htm" target="_blank">Active Directory Federation Services</a>.</div>
What are the steps or processes to move from a competitors MDM solution, can the data be transferred? (4271585)
The devices would need to be unenrolled from the competitor product and enrolled in our product. ... For iOS devices, if they have Apple DEP, they could easily set up the link to their Apple DEP portal and create a DEP profile to make it easy to force the re-enrollment of the devices in our system (it will require the devices to be wiped).</div><div></div>
Is there a maximum number of labels that can be associated with a user or device? (4262827)
No, there is no maximum number of labels per user or device.
With regard to email, when a device is unenrolled how does that impact the email data that may be on the phone? (4257291)
When the email account or email client (app) is pushed to the device through KACE Cloud, those devices are automatically removed on device un-enrollment. ... If the email account or the email client (app) is pushed to the device through KACE Cloud; As soon as the device is unenrolled, these will automatically remove all data associated with them.
Do users have to be added before enrolling a device in KACE Cloud? (4257288)
Do users have to be added before enrolling a device in KACE Cloud? <div>If using SSO they do not as the user will be imported automatically. ... If not using SSO the users need to be created prior to enrolling their device.</div>
How does the synch work between the customer site and Azure? (4246320)
How does the synch work between the customer site and Azure? <p>In short, you install Azure AD Connect in your environment and configure it to synchronize when and what you choose. ... By default, the sync occurs every 30 minutes.
What is the maximum length of a label? (4212019)
25 characters is the maximum.
How to force a device to check in with KACE Cloud? (4240120)
How to force a device to check in with KACE Cloud? ... You can force a device to check in by clicking on the "Inventory" button when viewing the device in the KACE Cloud portal.
How often is device inventory refresh for mobile devices? (4301613)
How often is device inventory refresh for mobile devices? ... KACE Cloud is automatically updated once per day, or on demand.
Where is the KACE Cloud server hosted? (4246283)
Each customer has their own dedicated share to isolate the tenant data.</div>
What role does Azure AD have when configured as IDP for KACE Cloud? (4257284)
What role does Azure AD have when configured as IDP for SAML for KACE Cloud? ... Azure AD will store information and synchronize on a regular basis – it becomes an extension of your on-premises AD infrastructure.
What are the prerequisites and system requirements? (4271576)
What are the prerequisites and system requirements?
Signing up for KACE Cloud, how does it work? (4252129)
Signing up for KACE Cloud, how does it work? <div>Once Quest has received the trial request, we will contact the customer to get their sub-domain, then provision their subscription. ... After provisioning, we will provide the link to their subscription within 48 hours.</div>
How secure is customer data both in Azure and in Kace? (4252123)
All data we store is encrypted both at rest and in-transit, and each customer’s data is stored in isolation from other customer’s data. ... This is the most expensive way of handling the data, but we believe it is the best way in order to prevent any possibility of cross-customer contamination or leaks.
Can I restrict end users from updating their iOS versions on their devices? (4257257)
Prevent end users from updating their iOS version on their devices.
What is the inventory interval for devices? (4240099)
<div>Once per day or on demand by clicking the "Inventory" button under the device view.</div><div></div>
What is the maximum amount of devices that KACE Cloud can handle? (4257268)
What is the maximum amount of devices that KACE Cloud can handle? <div>One of the benefits of a cloud environment is that we can scale the back-end to handle a theoretically unlimited number of devices.</div>
Can KACE Cloud prevent company-owned device users from removing/unenrolling from the MDM profile? (4252111)
Can KACE Cloud prevent company-owned device users from removing/unenrolling from the MDM profile? ... Yes, but only if the device is in supervised mode and enrolled with Apple DEP.
What happens with synced content from KACE Cloud when a device is unenrolled? (4240117)
What happens with synced content from KACE Cloud when a device is unenrolled? <div>When a device is unenrolled (not factory reset), any item pushed to the device from Kace Cloud is removed.
What are the steps to troubleshoot Single Sign-On? (4271513)
What are the steps to troubleshoot Single Sign-On? <p>Please see <a href="https://docs.kacecloud.com/Getting%20Started/r_SSO%20Troubleshooting.htm" target="_blank">Single Sign-On Troubleshooting</a> .</p>
Where to find the status of KACE Cloud? (4267050)
Where to find the status of KACE Cloud when experiencing an issue with the Tenant? ... This site will show the current KACE Cloud status and Past Incidents as well.
Motorola devices may not show the option to factory reset in Recovery after a Restriction set is applied (4378510)
It has been discovered that some Motorola devices may not show the option "Wipe data/factory reset" in the Recovery mode. ... This may happen after a Restriction Set is applied that prevents the user from performing a factory reset.
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