Troubleshooting Managed Installs (4285540)

Here is a list of items to check with a Managed Installation (MI) when it is unable to deploy or to uninstall from a client machine.

• Check the setup/configuration of the managed installation
• Check on the KACE SMA Client
• Turn on client debugging (if on a version older than 7.x)

• Check Replication Settings
• The most common problem

Check the setup of the managed installation:

• Review the "Silent Install Guide" attached to this article referencing sample setups of few applications: (Examples include: Adobe Acrobat, Microsoft Office, Citrix Presentation Server, Microsoft Internet Explorer and Mozilla Firefox).  The PDF is attached to this article: K1000-Silent-Installation-Tips.pdf        
• In Distribution | Managed Installations | Managed Installation Detail | ensure that “Alert user before run” or “Initial message” Actions are not set to “Install later”.

On the Software Detail Page of the specific application (Inventory | Software), make sure the following parameters are checked:

• The correct operating system is selected.
• You are using the correct software item that was detected by a test install OR your custom inventory field is being detected. In either case, your test/reference machine that has the software successfully installed is shown at the bottom on the software detail page. This means that you are using the correct software item that is being detected by inventory.
• If attaching a zip file...does the zip file include a directory when it is unzipped? Modify the full command line in the managed install correctly MI is not set to "disabled."
• If command line includes setup.exe, make sure to enter it in the Override Default Installation section and check the Don't Prepend msiexec.exe box.
• When viewing the inventory detail of one of the targeted machine where the package is not yet installed, the "To Install List" will show that this MI is listed.
• The command used to install or uninstall works outside of the appliance (use a CMD console to execute the parameters) and does not require any user interaction. The current directory when MI's are copied, unpacked and launched is the sub-folder where MI packages get downloaded in C:\ProgramData\Quest\KACE\downloads\XX (XX is the MI number)
• Does the installation work for the LOCAL SYSTEM user?
  Use the following FAQ which details how to mimic the LOCAL SYSTEM USER to install the application:
   How to mimic a script as Local System User

Check on the KACE Client:

•        The KACE Agent is checking in successfully. MI's are done after a successful inventory. Even if AMP (i.e. "green-light" is connected by the machine is not checking-in then an MI will not run.
• When the client checks in, does it download the application into the C:\ProgramData\Quest\KACE\downloads\XXXX directory?

To Find out the actual XXXX number do the following:

• Browse to http://kbox/adminui
• Go to the Distribution | Software Item listing
• Hover over the managed installation title, see the bottom of the browser for the full URL:
• Example: http://kbox/adminui/mi.php?ID=1736
• Check C:\ProgramData\Quest\KACE\download\1736 to see if the application installer has been downloaded.
• Is a process from a previous attempt still running on the machine? Check task manager and kill any process that is hung/suspended. E.g., msiexec.exe that error out may hang.

Turn on Client Debugging (if you are on a version older than 7.x):

Enable debugging using the following FAQ and re-test:  How to enable debug logs on the KACE K1000 Client

• Check the following files:
  • DEBUG.LOG - show the downloading and execution of the software item
  • KBOTS_LOG.txt - show inventory process beginning
  • KBLXLOG.txt - show any crashes of the agent

Check Replication Settings:

• If a replication share is being used then test the MI in a simpler setup. Once it is working on a machine that does not use replication then proceed to attempt to install it on another machine.
• Check the following on the Replication Share:

• Is the package uploaded to the replication share? Has it completed copying? You can check the bottom of server replication details page and inspect the physical location in the filesystem on the replication share
• Is the Replication share working correctly for other files?
• Is it able to download file to the clients?

If you need Technical Support:

Please send the following to KACE Support:

• Reproducible case
• Version number of server and agents
• Screenshot of the Managed Installation setup and the command line used to install or uninstall the application
• Screenshot of software inventory item showing that it's detected on a test system
• Check if the application is being downloaded to the client under the C:\ProgramData\Quest\KACE\Download\XXXX directory
• Results of all tests above
• Log files when debugging is turned on. Please note timestamps of your test.
• debug.log
• kbots_log.txt
• kblxlog.txt
• error.log

The Most Common Problem:

The install keeps happening over and over again as shown in the asset history of the machine OR the "to install list" never goes to 0.

This is the same problem and happens because there was an incorrect association for the managed install with the corresponding software item.