Troubleshooting Registered Devices

1. Device registration fails because of the following reasons:

   • Token has been revoked
   • Token had reached max number of devices
   • Token has expired
   • Token has been copied incorrectly
   • No licenses available for registration

   Solution:

   For all the above reasons, you get an error during installation. For more details you can check the logs:

   For Windows - C:\ProgramData\Quest\KACECloud\logs\register.log

   For macOS - /Library/Application Support/Quest/KACECloud/data/logs/register.log

2. Location of different log files and the contents:

   Solution:

   For Windows:

   • Registration Information: The log file contains details specific to registration.

     Path: C:\ProgramData\Quest\KACECloud\logs\register.log

   • Communication Logs: The log file captures communication between a device and the KACE Cloud application.

     Path: C:\ProgramData\Quest\KACECloud\logs\kacecloud.log

   • Upgrade Logs: The log file exists if the KACE Cloud Agent upgrades itself, providing relevant upgrade details.

     Path: C:\ProgramData\Quest\KACECloud\logs\upgrade.log

   For macOS:

   • Registration Information: The log file contains details specific to registration.
     Path: /Library/Application Support/Quest/KACECloud/data/logs/register.log
   • Communication Logs: The log file captures communication between a device and the KACE Cloud application

     Path: /Library/Application Support/Quest/KACECloud/data/logs/kacecloud.log

   • Upgrade Logs: The log file exists if the KACE Cloud Agent upgrades itself, providing relevant upgrade details.

     Path: /Library/Application Support/Quest/KACECloud/data/logs/upgrade.log

3. User may have attempted to install KACE Cloud Agent without having local admin credentials

   Solution:

   1. Install the Agent using the installer .pkg or .msi
      • Windows: C:\Program Files\Quest\KACECloud
      • macOS: /Library/Application Support/Quest/KACECloud/bin
   2. Run the following commands (as an administrator or with sudo) with a valid token.
      • Windows: kacecloud.exe --register --payload={your_token}
      • macOS: ./kacecloud --register --payload={your_token}
   3. Open a prompt (admin) or terminal and navigate to the installation directory.

4. User may have attempted to register the device without having local admin credentials using 'Post-Install Registration' command. If user gets an 'Access is Denied' (windows) or 'must be run as root' (macOS) when using the '–register –payload' commands.

   Solution:

   You need to install the KACE Cloud Agent and complete the registration process.

   Ensure that you have local admin rights or possess local admin credentials for KACE Cloud Agent installation, and a valid registration token. Follow the steps-

   • Open command prompt (admin) and navigate to the installation directory.
     Windows: C:\Program Files\Quest\KACECloud
     macOS: /Library/Application Support/Quest/KACECloud/bin
   • Run the following commands (as an administrator or with sudo) with a valid token.
     Windows: kacecloud.exe --register --payload={your_token}
     macOS: ./kacecloud --register --payload={your_token}

5. The user might have installed KACE Cloud Agent without a registration token so device is not registered with a KACE Cloud instance.

   Solution:

   Reinstall either the KACE Cloud agent with a valid registration token or the post-install registration command.

   Ensure that you have local admin rights or possess local admin credentials.

   • Open a command prompt (admin) or terminal and navigate to the installation directory.
     Windows: C:\Program Files\Quest\KACECloud
     macOS: /Library/Application Support/Quest/KACECloud/bin
   • Run the following commands (as an administrator or with sudo) with a valid token
     Windows: kacecloud.exe --register --payload={your_token}
     macOS: sudo ./kacecloud --register --payload={your_token}

6. External MDM (for example, Microsoft Intune) installation fails

   Solution:

   • Ensure the application was uploaded successfully
   • Ensure the payload contains correct token value

7. Group Policy installation fails.

   Solution:

   • Ensure the application was uploaded successfully.
   • Ensure the payload contains correct token value

8. The Registered device is not visible in the device list in Kace Cloud or device is not responding.

   Solution:

   • Verify that the end-user has not deleted the agent.

     Windows: C:\Program Files\Quest\KACECloud
     macOS : /Library/Application Support/Quest/KACECloud

   • Verify that the KACE Cloud service is started.