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Issue: The KNM Gateway Group is displayed as disconnected ("blue") in the KNM Monitor Tree.

Issue: The KNM Gateway Group is displayed as disconnected ("blue") in the KNM Monitor Tree.

Symptom: On the Agent side, the KNM Gateway connects and stays connected (observed in its Windows Event log), but on the Server side the gateway group is displayed and behaves as disconnected.

Cause: In the SQL Server database for the VSA, the [class_hash] column in the [ksubscribers].[knm].[device_group] table have the wrong value, possibly to a previously failed upgrade. The gateway is actually connected, but this error in the Monitor Tree data structure blocks KNMi from processing the gateway data.

Detailed discussion:

Visually, this issue can be detected by observing the icon next to the root node "KNM" in the Monitor Tree:

As can be seen, the icon next to the "KNM" root node (marked with a red rectangle) have the shape of a Earth globe. On a healthy system however, this icon is a "stack of folders":

Solution:

This issue must be fixed by accessing the database and change the value of the [class_hash] column for the "KNM" root group in the [ksubscribers].[knm].[device_group] table - but only if the database table is not in a corrupted state.

As per ticket KNM-1020 (https://jira.kaseya.com/browse/KNM-1020?focusedCommentId=111139&page=com.atlassian.jira.plugin.system.issuetabpanels:comment-tabpanel#comment-111139):

  1. SELECT * FROM [ksubscribers].[knm].[device_group] WHERE [name] = 'KNM';
    This should produce ONE row. If not, don't proceed with the update.
  2. UPDATE [ksubscribers].[knm].[device_group] SET [class_hash]='-1300461301' WHERE [name] = 'KNM';
  3. Restart KNMi.

References:

  • https://jira.kaseya.com/browse/KNM-1020
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