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KACE as a Service 7.1 - Administrator Guide

About the KACE Systems Management Appliance (K1000) Getting started
Configuring the appliance
Requirements and specifications Power-on the appliance and log in to the Administrator Console Access the Command Line Console Tracking configuration changes Configuring System-level and Admin-level General Settings Configure appliance date and time settings Verifying port settings, NTP service, and website access Configuring network and security settings Configuring Agent settings Configuring session timeout and auto-refresh settings Configuring locale settings Configure data sharing preferences About DIACAP compliance requirements Configuring Mobile Device Access Enable fast switching for organizations and linked appliances Linking Quest KACE appliances Configuring history settings
Setting up and using labels to manage groups of items Configuring user accounts, LDAP authentication, and SSO Using Replication Shares Managing credentials Configuring assets
About the Asset Management component About managing assets Adding and customizing Asset Types and maintaining asset information Managing Software assets Managing physical and logical assets Maintaining and using manual asset information Managing locations
Setting up License Compliance Managing License Compliance Setting up Service Desk Creating and managing organizations Importing and exporting appliance resources
Managing inventory
Using Device Discovery Managing device inventory
About managing devices Features available for each device management method About inventory information Tracking changes to inventory settings Managing inventory information Finding and managing devices Provisioning the K1000 Agent Manually deploying the K1000 Agent Using Agentless management Adding devices manually in the Administrator Console or by using the API Forcing inventory updates Managing MIA devices Obtaining Dell warranty information
Managing applications on the Software page Managing Software Catalog inventory
About the Software Catalog Viewing Software Catalog information Adding applications to the Software Catalog Managing License assets for Software Catalog applications Using software metering Using Application Control Update or reinstall the Software Catalog
Managing process, startup program, and service inventory Writing custom inventory rules
Deploying packages to managed devices
Distributing software and using Wake-on-LAN Broadcasting alerts to managed devices Running scripts on managed devices Managing Mac profiles
Patching devices and maintaining security
About patch management Subscribing to and downloading patches Creating and managing patch schedules Managing patch inventory Managing Dell devices and updates Maintaining device and appliance security
Using reports and scheduling notifications Monitoring servers
Getting started with server monitoring Working with monitoring profiles Managing monitoring for devices Working with alerts
Using the Service Desk
Configuring Service Desk Managing Service Desk tickets, processes, and reports
Overview of Service Desk ticket lifecycle Creating tickets from the Administrator Console and User Console Creating and managing tickets by email Viewing tickets and managing comments, work, and attachments Using the ticket escalation process Using Service Desk processes Using Ticket Rules Run Service Desk reports Archiving, restoring, and deleting tickets Managing ticket deletion
Managing Service Desk ticket queues About User Downloads and Knowledge Base articles Customizing Service Desk ticket settings Configuring SMTP email servers
Maintenance and troubleshooting
Maintaining the appliance Troubleshooting the K1000
Appendixes Glossary About us Legal notices

Troubleshooting the K1000

Troubleshooting the K1000

Using Troubleshooting Tools
Troubleshooting appliance issues
Troubleshooting and debugging the K1000 Agent
Testing and troubleshooting email communication
About Two-Factor Authentication

The K1000 appliance includes tools, logs, and reports to help you monitor system health and resolve issues.

Using Troubleshooting Tools

Using Troubleshooting Tools

Verify the status of devices on the network
Enable a tether to Quest Support

You can use troubleshooting tools to identify and resolve issues.

Verify the status of devices on the network

Verify the status of devices on the network

To verify the status of devices on the network, you can use the ping troubleshooting utility.

1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the K1000 Administrator Console, http://K1000_hostname/admin, then click Settings.
◦
If the Organization component is enabled on the appliance, log in to the K1000 System Administration Console, http://K1000_hostname/system, or select System in the drop-down list in the top-right corner of the page, then click Settings.
2.
On the left navigation bar, click Support to display the Support page.
3.
In the Troubleshooting Tools section, click Run diagnostic utilities to display the Diagnostic Utilities page.
4.
In the text box, enter the IP address of a device.
5.
Select ping in the drop-down list.
6.
Click Run Now.
Results are displayed.
7.
To use other utilities, select them in the drop-down list, then click Run Now.

Enable a tether to Quest Support

Enable a tether to Quest Support

Tethering the K1000 appliance to Quest Support enables Quest representatives to access your appliance for troubleshooting.

The tether uses a key pair that consists of a public key and a private key. The public key is provided by Quest Support and used to encrypt the tether key. The private key resides on your K1000 and is used to decrypt the tether key.

In addition, you can create an admin-level user account that Quest Support can use to log in to the Administrator Console for troubleshooting. Using this dedicated account is helpful for tracking the actions performed by Quest Support. This account can be used with or without the tether.

Contact Quest Support and do the following:

•
Tell the representative that you want to enable a tether to your K1000 for troubleshooting.
•
Provide the representative with the serial number of your K1000 appliance. To view the serial number, click About in the lower left of the Administrator Console.
•
Obtain the public tether key for your appliance.
1.
Go to the appliance Control Panel:
◦
If the Organization component is not enabled on the appliance, log in to the K1000 Administrator Console, http://K1000_hostname/admin, then click Settings.
◦
If the Organization component is enabled on the appliance, log in to the K1000 System Administration Console, http://K1000_hostname/system, or select System in the drop-down list in the top-right corner of the page, then click Settings.
2.
Optional: If you believe that the private key previously generated for tethering has been compromised, you can regenerate it:
* 
NOTE: Whenever you generate the private key, you must obtain a new public key from Quest Support.
a.
Click Security Settings on the appliance Control Panel to display the Security Settings page.
b.
In the Appliance Encryption Key section, click Generate Key.
3.
Enable the tether and enter the public key you obtained from Quest Support:
a.
On the left navigation bar, click Support to display the Support page.
b.
In the Troubleshooting Tools section, click Enter a Tether Key to display the Diagnostic Utilities page.
c.
In the Quest Support Tether section, select Enable Tether.
d.
In the Key field, enter the public tether key. To obtain the public tether key, contact Quest Support at https://support.quest.com/contact-support.
4.
Optional: Enable the Quest Support User account:
a.
In the Quest Support Tether section of the Diagnostic Utilities page, select Enable Quest Support User.
b.
Specify the password you want Quest Support to use to log in to the K1000, then provide this password to Quest Support. The password is not delivered to Quest automatically.
c.
Optional: Select Allow Quest to set password to enable Quest Support to create a password for the user account. This makes it possible for a Quest representative to create a password they can use to log in to the appliance This option is not available if you are using the encryption method available prior to K1000 version 6.2.
5.
Click Save.
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