Services FAILED are temporarily resolved with a reboot (4305974)

When going to Settings | Support | Run Diagnostic Utilities | Choosing 'Services' from the drop-down and clicking Run Now, it may be noted that one or more services are FAILED.  A reboot of the SMA (KACE Systems Management Appliance) from Settings | Appliance Updates | Reboot may resolve the failed services, but only temporarily, as they may fail again.

Failed services could have multiple root causes; however, there are two specific situations under investigation:

• SMA versions 8.0.x or 8.1.x: K1-19771 - MySQL signal 6 errors in MySQL/MariaDB error log
• SMA versions 6.4x and above: Error during nightly ksamcompliance task

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These issues are being reviewed and should be addressed in a future release of the SMA. For more information on mitigation in the meantime, please see the resolution.

Step 1: If the SMA is on version 8.0.x or 8.1.x, check for K1-19771:

PLEASE NOTE: The hotfix attached to this article will REBOOT THE SMA.

Prior to applying the hotfix:

• Verify the box is on 8.0.x or 8.1.x
• Verify the box is experiencing K1-19771 (instructions below)
• Ensure that a full backup has been completed and offloaded from the SMA to a secure location

PLEASE NOTE: If the box does not reboot/respond after applying this hotfix, DO NOT RESET / RESTART / REBOOT the SMA in any way and instead please contact support.

1. Download the appliance logs
2. Use a program similar to 7-zip to open the archive
3. Navigate to /kbox/mysql and note that there may be one or more logs that end in .err
4. Open the .err that begins with just the hostname (eg: testsma.kace.com would be testsma.err)
5. Search the log for the phrase: mysqld got signal 6 (the bottom of the log is the most recent)

6. If any lines containing 'mysqld got signal 6' exist dated since the upgrade to 8.0.x or 8.1.x:
   1. Plan downtime - the hotfix will REBOOT THE SMA
   2. Verify the SMA is version 8.0.x or 8.1.x
   3. Complete a full backup and offload the backup to a secure location
   4. Apply the hotfix attached to this article from Settings | Appliance Updates | Manually Update | Choose a file

Note: If any assistance with the above is required, please contact support and include the following:

• The appliance logs

• The version and serial number of the SMA

Step 2: If the above does not apply, the hotfix does not resolve the situation, or for any other version:

Note: This situation requires assistance from support.  As such, the full instructions are provided for those that wish to confirm the error and the only required steps are to gather the appliance logs and provide them when contacting technical support.

Review Situation:

1. Download the appliance logs
2. Use a program similar to 7-zip to open the archive
3. Navigate to /kbox/kboxwww/logs and note the log titled kbox_log
4. Open the kbox_log and search for the word: ksamcompliance
5. Review all lines with this word and search for errors to send to support or send the appliance logs directly to support for review