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Title
How to enable client-side debugging for Dell Updates feature of the K1000 Appliance -
Description
To troubleshoot Inventory (detect) and/or Upgrade (deployment) related issues for Dell Updates (BIOS, drivers, etc..), you must enable debugging on the target machine to capture related error messages. Use the following instructions to enable debugging and capture the list of items to submit to Support.quest.com -
Cause
IF you are on a version older than 7.0, you will need to enable debug as instructed in step 1 below. I you are on 7.0 or greater, debug is enabled by default and you can skip this step. -
Resolution
Reproduce and gather data on the target machine
In order to identify the issue and gather specific information on the cause you must re-run the the Dell Update that you are having difficulties with as follows:
- Enable debugging on the client according to How to enable debug logs on the KACE K1000 Client KBOX Client Deployment.
- From the Appliance, run the Dell Updates schedule on the target machine that has debugging enabled.
Run the Kapture State tool and attach the resulting zip to your ticket.
Verify that the following items are included in the zip you will send to KACE Support:
- C:\ProgramData\Quest\Kace\Dell directory folder contains executable files for the drivers, for example dell\InvColPC_7.0.43.1.exe
- C:\ProgramData\Quest\Kace\user directory will have the agent log called kagent.log
- C:\Dell\UpdatePackage\Logs and C:\ProgramData\Dell\UpdatePackage\Logs directories contains all the execution logs for each of the updates are logged while updating the system.
- Information about the Dell Machine and Driver issue:
- Name and Model Number of Dell machine
- Name of specific drivers with Package ID, for example: Dell Precision T3600 System BIOS, A09
- Package ID: NT84H. NOTE: The Package ID is found on the Dell Detail page for the specific driver in question
6. What is the download date and catalog version: Distribution > Dell Updates > Under the tip sectionfor example:
- Dell Server Update Catalog 047GH (06/06/2013)
- Dell Client Update Catalog XMDM7_1806 (06/18/2013)
Obtaining the Inventory Reports from the machine and Dell Inventory XML file
- Obtain the computer inventory PDF output.
- Go to Inventory on the KACE SMA GUI and select the specific machine.
- Click the Printer Friendly Version link at the top.
- Save this output as a PDF file.
- Obtain the screenshot of the specific report on Inventory:
- Click Inventory on the KACE SMA GUI and select the specific machine.
- On the inventory of the machine (NOT under Reports | Reporting) click the Dell Update section | Click Dell System Inventory Report.
- Take a screen shot of each section of the reports.
- Dell System Inventory Report
- Dell Update Catalog Comparison Report
- Dell Update History: You can highlight over the Triangle Exclamation Mark or Red Up Arrow Icon to get more error messages in the Report.
3. Dell Inventory XML File. This is the output of what the Dell Inventory collector runs and send to the appliance to display the inventory of the Dell Driver items, please click on the link and save the file as XML and attach to the support ticket.
or you can obtain the file manually through this How to run the Dell Inventory collector manually for Dell Updates.
4. If a specific driver or BIOS version has a discrepancy with the reported version on the KACE SMA server, please obtain a screenshot of the actual driver in question.