To identify this situation:
Method 1:
- Go to Inventory | Devices and open the Device Details for a system
- Note the timestamp for the Last Inventory
- Go to Settings | Support | Troubleshooting Tools | Display Agent Task Stauts
- If Organizations are enabled, access the appliance from the System UI
- Change to View By: All Tasks
- Search the name of the system used in step 1 and review the Inventory task
- Note the timestamp in the Completed column
Are the timestamps in step 2 and step 6 within a short period of time (1-5 minutes)? If the times are further apart, it may be necessary to review the error_log and consider reviewing LDAP and Smart Labels.
Method 2:
- Force inventory on a test system
- Review the KAgent.log (Navigate to C:\ProgramData\Dell\Kace\User and review the KAgent.log)
Note: The bottom of the log KAgent.log is the most recent activity.
- Search for the term "inventory.php"
- Verify the line where the agent passed the inventory back to the appliance (server) and place it on a notepad
- Example Logline: > PUT /service/inventory.php?KUID=12365ACA-SS2C-4BDC-G4E2-E926AD61FF48&VERSION=7.0.763 HTTP/1.1
- Note the time this happened by looking above the line copied in step 4 until a timestamp is located
- Download the appliance activity logs (server logs)
- Go to the access_log (kbox_logs.tgz\kbox_logs.tar\\kbox\kboxwww\logs\access_log)
- Search for the KUID number of the test system and look for the line showing the appliance (server) received the inventory around the same timestamp from step 5.
- Example Logline: [2017-04-18 17:28:26 -0400] 192.168.1.133 - "PUT /service/inventory.php?KUID=12365ACA-SS2C-4BDC-G4E2-E926AD61FF48&VERSION=7.0.763 HTTP/1.1" 200 - 39073 1187 0
- Also take note of the timestamp from the inventory before the forced one by looking for the same log line earlier for that KUID number.
- Go to the kbinventory_output log
- Search for the KUID number of the test system and look for the line indicating that the inventory was complete. Is there one for the last forced inventory? How long did it take? What about the inventory before that?
- Example Logline: [2017-04-17 17:29:22 -0400] Inventory processing complete for 12365ACA-SS2C-4BDC-G4E2-E926AD61FF48.
- Go to the error_log and see if there are other errors that fall between the time that the appliance received the inventory and when the inventory completed. Are there errors that look LDAP related or possibly a query that might be associated to a Smart label?
To resolve the situation:
- Review all Smart labels and LDAP labels that are enabled
- Delete / disable labels where possible (even if just temporarily to test the situation)
Note: If uncertain where to begin to investigate the labels, start by checking any Smart or LDAP labels that have zero systems on them. These may be labels where no systems meet the criteria, but they may also be labels with broken queries.
If assistance is required to locate the root cause, please:
- Gather answers to the questions asked in Agent Communication Issues Checklist
- Gather the agent logs via a Kapture State after having attempted to force communication (Windows | Mac)
- Gather the appliance activity logs just after gathering the logs above
- Please provide the answers from step one, and logs from steps two and three when opening a service request with KACE Technical Support