Error: KacePatch version check failed (4293933)

Error: KacePatch version check failed

There are situations where the KACE Systems Management Appliance (SMA) may need to update KACE patching modules on endpoints to utilize the most recent patch catalog. To facilitate this, instead of updating the entire agent, Kace can publish new KacePatch bundles with our latest catalog, which the SMA will download when it refreshes the catalog data. These KacePatch bundles are in zip format and contain the binaries and support files needed to be replaced on the endpoints. The Kace catalog will also contain information on the version, size, and checksum of these files. Once the SMA process the bundle, it will perform a version check when it issues any patching task against the agents. If the version detected on the endpoints are not the latest, it will ask the agent to replace these files before allowing the patching task to continue. If this process fails, the patching task ends in error with the error message showing: Error(KacePatch version check failed).

The cause of this situation can vary; however, it means that the endpoints are not receiving the necessary version of the KacePatch bundle. This either means that the appropriate KacePatch bundle did not download during the Patch Download process or the endpoints may not have received the latest version of KacePatch.exe.

To resolve this issue, it is first necessary to identify the root cause.

Step 1:

Review the patch download logs:

1. Go to Settings | Logs | Patch Download Logs
   1. If this is an ORG enabled box, do this from the SystemUi
2. Review the log for one of the terms below:
   1. Error
   2. Failed
   3. Unable to download
3. If download issues are noted, please review the solution related to whitelisting
4. If everything appears to have downloaded appropriately, see the next step

 

Alternately, these logs can be downloaded from Settings | Support | Troubleshooting Tools | Retrieve appliance activity logs. This allows for sharing with technical support, as we as being able to review all of the past logs. What is seen in the webui is only since the logs rotated. Logs are rotated anywhere from 7 days to 90 days, depending on settings.

 

Step 2:

Review the agent logs:

1. Gather logs from a device using the KACE Agent Toolkit (KAT)
   
2. Review the information within the KAT
   1. Once you have unpacked the KAT files you can review the following:
      1. kace_bin_dir_listing.txt
         1. Within this file, review the KacePatch.exe version
            1. This may not match the agent version, but instead would reflect the latest KacePatch from the KACE Catalog
            2. Example: At the time of this KB, the 10.2 agent is version 10.2.108, however, the most recent KacePatch.exe version is 10.2.110
3. If the KacePatch.exe is not the correct version, the next step is to review KAgent.log

 

Review KAgent.log:

1. Using the same KAT from above, navigate to KATFILENAME.zip\agent_files\user
2. Review KAgent.log inside that directory
   1. Scroll to the very bottom for the most recent activity
   2. If the event happened at an earlier time, check the exact timestamp that this device received the error and scroll to the matching time in the Kagent.log. Note that if that file does not go back far enough, open each numbered file (KAgent1.log, KAgent2.log, etc) until the time matches up. Review logs at that time to obtain more information about possible errors. 

 

If none of the above leads to an answer, please feel free to contact technical support and include all of the logs gathered in the two steps above, as well as including a screen shot of the exact time the device received the error.