Use the Device Issues list to see if any of your managed devices have issues connecting to the agent, or other issues.
The Device Issues list page identifies any agent-managed devices whose information does not appear in the inventory due to any of the following issues:
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Failure to write to amp.conf. |
For more information about these issues, visit https://support.quest.com/kace-systems-management-appliance/kb.
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Log in to the KACE SMA Administrator Console, http://KACE_SMA_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
2. |
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Review the list of faulty devices on the Device Issues, and take any steps to resolve these issues, as required. |
Tethering the KACE SMA to Quest Support enables Quest representatives to access your appliance for troubleshooting.
The tether uses a key pair that consists of a public key and a private key. The public key is provided by Quest Support and used to encrypt the tether key. The private key resides on your KACE SMA and is used to decrypt the tether key.
In addition, you can create an admin-level user account that Quest Support can use to log in to the Administrator Console for troubleshooting. Using this dedicated account is helpful for tracking the actions performed by Quest Support. This account can be used with or without the tether.
Contact Quest Support and do the following:
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Provide the representative with the serial number of your KACE SMA. To view the serial number, click About in the lower left of the Administrator Console. |
1. |
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If the Organization component is not enabled on the appliance, log in to the KACE SMA Administrator Console, http://KACE_SMA_hostname/admin, then click Settings. |
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If the Organization component is enabled on the appliance, log in to the KACE SMA System Administration Console, http://KACE_SMA_hostname/system, or select System in the drop-down list in the top-right corner of the page, then click Settings. |
2. |
Optional: If you believe that the private key previously generated for tethering has been compromised, you can regenerate it: |
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b. |
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a. |
b. |
In the Troubleshooting Tools section, click Enter a Tether Key to display the Diagnostic Utilities page. |
c. |
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In the Key field, enter the public tether key. To obtain the public tether key, contact Quest Support at https://support.quest.com/contact-support. |
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Optional: Enable the Quest Support User account: |
a. |
In the Quest Support Tether section of the Diagnostic Utilities page, select Enable Quest Support User. |
b. |
Specify the password you want Quest Support to use to log in to the KACE SMA, then provide this password to Quest Support. The password is not delivered to Quest automatically. |
c. |
Optional: Select Allow Quest to set password to enable Quest Support to create a password for the user account. This makes it possible for a Quest representative to create a password they can use to log in to the appliance This option is not available if you are using the encryption method available prior to KACE SMA version 6.2. |
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The KACE SMA server logs can help you and Quest Support detect and resolve errors.
You can view KACE SMA logs in the Administrator Console. Appliance logs provide information related to KACE SMA processes and errors the system encounters.
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If the Organization component is not enabled on the appliance, log in to the KACE SMA Administrator Console, http://KACE_SMA_hostname/admin, then click Settings. |
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If the Organization component is enabled on the appliance, log in to the KACE SMA System Administration Console, http://KACE_SMA_hostname/system, or select System in the drop-down list in the top-right corner of the page, then click Settings. |
2. |
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If the Organization component is enabled on your system, you can change the number of days logs are retained. This setting appears in the Log Retention section of the appliance General Settings. See Configure appliance General Settings with the Organization component enabled.
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