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KACE Systems Deployment Appliance 7.0 Common Documents - Administrator Guide

About the KACE Systems Deployment Appliance Getting started Using the Dashboard Configuring the KACE SDA Setting up user accounts and user authentication Configuring security settings Preparing for deployment Managing device inventory Using labels Creating a Windows or Linux Boot Environment Managing drivers Capturing images Capturing user states Creating scripted installations Creating a task sequence Automating deployments Performing manual deployments Managing custom deployments Imaging Mac devices About the Remote Site Appliance Importing and exporting appliance components Managing disk space Troubleshooting appliance issues Updating appliance software Glossary About us Legal notices

Troubleshooting appliance issues

You can access the KACE SDA Support Portal to request a Support team tether to your appliance. You can also test the Boot Manager, recover devices, and download log files from the Administrator Console, which can be useful during troubleshooting.

You can also download the KACE SDA Advisor, which is a utility that queries the database of your KACE SDA, to gather information about your appliance in an HTML report to help with gathering data or troubleshooting the KACE SDA. For more information, or to download the KACE SDA Advisor, go to http://www.itninja.com/blog/view/k2-advisor.

Test device connections on the network

Test device connections on the network

You can use the ping program to test network connectivity.

1.
On the left navigation pane, click Support to display the KACE Support Portal panel.
2.
Click Troubleshooting to display the Support Troubleshooting Tools page.
3.
From the Tool drop-down list, select ping.
5.
Optional. Use other programs, as needed. Simply select the program from the drop-down list, and click Test.
nslookup: A network administration command-line tool available for many computer operating systems for querying the Domain Name System to obtain domain name or IP address mapping or for any other specific DNS record.
arp: The Address Resolution Protocol (arp) is a communication protocol used for discovering the link layer address associated with a given IPv4 address, a critical function in the Internet protocol suite.
dig: A network administration command-line tool for querying Domain Name System servers. dig is useful for network troubleshooting and for educational purposes
ifconfig: A system administration utility in Unix-like operating systems for network interface configuration. The utility is a command line interface tool and is also used in the system startup scripts of many operating systems.
iostat: A computer system monitor tool used to collect and show operating system storage input and output statistics.
traceroute: A computer network diagnostic tool for displaying the route and measuring transit delays of packets across an Internet Protocol network.
curl: cURL is a computer software project providing a library and command-line tool for transferring data using various protocols. The cURL project produces two products, libcurl and cURL.
Service Status: Displays a list of services running on the appliance.
showmount: Displays the shares available on a specific IP address.
tcpdump: A common packet analyzer that runs under the command line. It allows the user to display TCP/IP and other packets being transmitted or received over a network to which the computer is attached.
netcat: a computer networking utility for reading from and writing to network connections using TCP or UDP. Netcat is designed to be a dependable back-end that can be used directly or easily driven by other programs and scripts.
Display Free Disk Space: Shows the available disk space on the appliance.
database: Provides database response metrics.
netstat: displays network connections for the Transmission Control Protocol (both incoming and outgoing), routing tables, and a number of network interface (network interface controller or software-defined network interface) and network protocol statistics.
smbstatus: A very simple program that displays the Samba status and lists the current Samba connections.
smbversion: Displays the Samba version.
top: A task manager program found in many Unix-like operating systems. It produces an ordered list of running processes selected by user-specified criteria, and updates it periodically.

Enable a tether to Quest KACE Technical Support

Enable a tether to Quest KACE Technical Support

You can access the Quest Support Portal to request a tether to your appliance to enable Quest KACE Technical Support to troubleshoot issues.

To ensure security, enable remote access to the appliance after the Support team authorizes you to do so.

1.
On the left navigation pane, click Settings to display the Control Panel, then click Security to display the Security Settings page.
2.
Select the Allow SSH Root Login (KACE Support) check box.
3.
Click Save.
4.
On the left navigation pane, click Support to display the KACE Support Portal panel.
5.
Under Contact Quest KACE, click Enter a Tether key to display the Support Tether Key page.

If the process fails, select Enable Tether and type the tether key, as prompted. Click Save.

To use a tether key provided by Technical Support, click I already have a tether key, then select Enable Tether and type the tether key, as prompted. Click Save.

Quest KACE Technical Support now has remote access to your appliance.

Open a support ticket

Open a support ticket

You can open support tickets from within the appliance and enter the details to troubleshoot appliance-related issues, send bug reports, and to request enhancements.

1.
On the left navigation pane, click Support to display the KACE Support Portal panel.
2.
Under Contact Quest KACE, click Submit a Ticket to display the New Support Ticket page.
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