Potential inventory failure on Windows 10 1903 systems running on late models of certain hardware vendors (4305814)

KACE agent running on Windows 10 build 1903 with late model hardware from certain vendors can experience inventory failure. These devices will typically have Trusted Platform Module (TPM) enabled and may complete inventory once, but not again after that.

Note: It is always possible that a malformed entry in inventory.xml or a number of other situations may cause issues during inventory and not be related to the specific issue discussed here.  If issues are noted on devices that are not Windows 10 1903 and/or they do not have a malformed entry as described here, please gather logs on a few devices experiencing the issues and contact support for assistance.

Windows 10 1903 is not fully supported at this time on the KACE Systems Management Appliance (SMA).  Please verify that minimum required functionality for the environment exists prior to updating all devices to Windows 10 1903, as some tasks may not be available (eg: patching, scripting, custom inventory rules, ect).

NOTE: This issue is resolved in version 10.0. Please upgrade to this version to resolve this issue fully. There is a patch at the bottom of this article that can be downloaded and applied if you are on version 9.1.317 and are not able to upgrade at this time. This issue was investigated under ID K1-20545.

To verify the situation:

1. Gather logs from an affected device (three devices if possible)
2. Open the logs and locate the inventory.xml file
   1. KACE-COMPUTERNAME_dateandtime.zip\agent_files
3. Open inventory.xml in a web browser (Edge in the example below)
   1. Example of how it should appear

2. Example of how it may appear with this issue

4. Open the inventory.xml in a text editor (Notepad++ for example)
5. Scroll down to the TRUSTED_PLATFORM_MODULE section
6. Note the MANUFACTURER_VERSION_INFO section
   1. Example of malformed entries:
      1.   [MANUFACTURER_VERSION_INFO]NPCT75x ?  6rls [/MANUFACTURER_VERSION_INFO]
      2.  [MANUFACTURER_VERSION_INFO]4e5043543735780002000036726c730000[/MANUFACTURER_VERSION_INFO]
7. Remove the information between the HTML tags and place any letter there 'A'
   1. Example (only change the information between the angle brackets and do not change to the square brackets as seen here): [MANUFACTURER_VERSION_INFO]A[/MANUFACTURER_VERSION_INFO]
8. Save the file with a new name
9. Upload the inventory.xml to Inventory | Devices | Choose Action | New | Manual Device | Choose File | Navigate to inventory.xml that was altered in the last step
10. Click Save

Note:  Uploading the inventory.xml should not cause an error after changing the above, if it is related to this situation.  If the import causes an error, the error may provide more clues as to another root cause.

For assistance with the issue above or with locating the root cause, please send findings and logs to technical support for assistance.

To resolve this particular situation:

1. Download the .KBIN located below in the attachments section
2. In the SMA, go to Settings | Appliance Updates
   1. If the SMA is ORG enabled, it will be necessary to use the System Console
3. In the Manually Update section, click on the Browse button
4. Navigate to the downloaded .KBIN from step 1
5. Click Update (to the right of Browse)

Note: The page should redirect to the Updates log, which will let you know when the .KBIN has completed.

Note: The .KBIN is replacing an inventory dependency tpm_inventory.ps1 and it is necessary for the agent to receive this new dependency and complete a new inventory to resolve the situation.

To verify resolution:

1. Use runkbot 4 0, from a cmd window on the affected devices
   1. This may be necessary if the devices are disconnected
2. Go to Inventory | Devices and Force Inventory from the list view or within the device
   
3. Use the Force Check-In default script and target the specific connected devices
4. Allow the appropriate inventory interval to pass