I wanted to share out why my top 3 tool picks are for starting up with vPro, usually I am using these tools when I'm working on connectivity, packets or errors in the logs in the mgmt console. I also often find that I'm using these tools late at night when i'm deep in troubleshooting mode & trying to do a root cause on why something is not working as planned i.e. hello packets are not starting on a given hardware platform, etc.. (I'll save the showcase for a youtube video soon)..

here they are.................

#1. MEinfowin.exe - Brian C posted a good link of where & how to get this from Lenovo's BIOS update. I highly recommend this tool for troubleshooting version of the ME, SOL, etc.. it also has good information on setup & configuration, link status, etc..
http://communities.intel.com/message/3649#3649

#2. Wireshark - Joel Smith (altiris) wrote about this in his blog, which is where I initially found the link. http://juice.altiris.com/article/3636/troubleshooting-altiris-manageability-toolkit-vpro-technology-part-1-provisioning-clien

Wireshark
While the two above tools are distinctly for Out of Band Provisioning, Wireshark tells the whole story of what is coming and going across the wire. It's important to know what the AMT clients are sending, especially in the 'Hello' packet, and what the server is responding with.

Wireshark can be obtained from: http://www.wireshark.org/. While this is the recommended tool, any network trace capture program can be used to examine the network traffic between the AMT client and the Provisioning Server.

#3. Intel® vPro™ Technology Test Utility - this is the old faithful tool to ensure your vPro system has the right ingredients.
http://downloadcenter.intel.com/Product_Filter.aspx?ProductID=2575

These are my top 3, however if I were to go, in SMB mode I utilize the vPro Packet decoder and the AMT reflector, however I use those at very specific times when i've passed the top 3 and I am digging in even deeper.

I hope you enjoy the list and if you have a TOP tool favorite write a comment at the end of the blog and let me know as I am always looking for new tools that help troubleshooting.

Josh H

One topic of curiousity at MMS 08 was around the new benefits of Intel Centrino 2 with vPro technology. In the video below, D.C. Tardy, System Architect at EDS, and Kiron Lahiri, Lead Systems Engineer for Client Systems at Sisters of Mercy Health System, talk about the benefits that they are looking forward to with the upcoming Intel Centrino 2 with vPro technology.


All -

“The Benefits of Intel Centrino 2 with vPro technology” video was taken down, but will be re-posted when we launch Intel Centrino 2 with vPro technology later this year.

So today we had Jason Davidson and Mike Ferron-Jones on the show. We covered the spectrum of emerging compute models and recommendations for when to consider each model. See this ppt for additional info: Slide Deck and click play below to hear our radio show from this afternoon!

The current large computing enterprise is complex and difficult to manage. Architecture can help ... Part 2 highlights the current situation.

Current Situation:

I suspect that many large IT shops are struggling with the same problems, which may include some/all of the following components in their enterprise.

• There are multiple hardware devices (rack servers, blade servers, switches, AP's, storage frames, NAS, SAN, appliances, desktops, workstations, laptops, small form factor devices, etc.) in the enterprise. All these devices run firmware/software that is not perfect and need to be managed.

• Applications are tightly coupled to the platforms. This dependency needs to be understood and managed. The idea of a CMDB is appealing, especially where relationships can be defined and used.

• There are hundreds of applications in the enterprise. Most of these applications were created, optimized and supported by specific teams or a Line of Business. Integrating these applications into the enterprise is difficult.

• There are confusing/mixed operations models (some centralized, some distributed, some vertical, some horizontal, some a combination, some changing).

• The desire for standard business processes in IT is high. ITIL appears to be a reasonable model to follow. Business processes (similar to applications) have historically been locally optimized and need substantial adjustment for the enterprise. This is complicated and difficult.

• Enterprises implement a combination of vendor manageability products, "frameworks" (not really), point solutions and a lot of home-grown and/or open-source code. IT is the integrator of last resort.

Introduction of the "Relevance of Manageability & Automation Architecture" topic: http://communities.intel.com/thread/1564

" Part 1 - Observations" is posted at: http://communities.intel.com/openport/blogs/proexpert/2008/05/14/relevance-of-architecture-part-1-observations

At Intel, we're always looking for feedback on the way IT should be. Therefore, at the recent MMS 2008 Conference, we had Intel customers, partners, and technical experts from Microsoft and Intel tell us their meaning of IT Utopia.

To see more videos from MMS 08, go to http://www.intel.com/go/mms/

COMING UP: Don't miss out this week! You will be able to catch Josh Hilliker, Russ Pam, and Jeff Torello's live chat with Jason Davidson and Mike Ferron-Jones. The show will be on the spectrum of emerging compute models and recommendations for when to consider each model. Feel free to check out this slide deck, you can bring up any questions you have during the show: Slide Deck

Also, remember that there are THREE ways to listen to our show. Not only can you call in and participate live, but you can stream live online or download the show afterwards!

When: TUESDAY, May 20th @ 3:30 PM
Call-in Number: (347) 326-9831
http://www.blogtalkradio.com/openport

The primary key of identity for an AMT computer is its Fully Qualified Domain Name (FQDN). One of the essential parts of the setup and configuration process (Provisioning) is when Altiris attempts to map a valid FQDN inside the IntelAMT database. This article covers how to handle FQDN issues, including ways to correct invalid entries, the best method to avoid the issues, and how it all works. If you're using Altiris Out of Band Management for provisioning, this is a must read!

Introduction

The two key identity items for vPro are the UUID (Universally unique Identification) and the FQDN. The UUID is contained within the hello packet sent by AMT, but the FQDN is not held within AMT without Provisioning. This means it is up to Altiris to acquire the system's FQDN. While this may sound simple, the problems arise when the system is in its setup process, whether prepping or being imaged, having software and scripts rolled out to provision and join the system to the domain, including when its final identity on the Domain and network are established and it received a new IP Address.

Preferred Provisioning method

For specifics I'll refer to the Best Practices document, but for the general steps to be followed specifically for the FQDN I'll provide the steps below.

LINK: http://juice.altiris.com/article/2810/best-practices-configuring-intel-vpro-capable-system-within-symantecaltiris-vpro-toolki

1. Image the system with the Operating System, including any post-imaging work to get the system configured. This includes rolling out software or scripts.
2. Join the system to the Domain after it has its rightful identity. The computer name should be set. When the computer is joined to the domain, this will provide the valid operable FQDN.
3. Install the Altiris Agent on the system. This provides the information for the FQDN in the Inv_AeX_AC_Location table.
   NOTE: If the Altiris Agent was part of the image, make sure the system sends Basic Inventory again after the system has been joined to the network to ensure we have the valid FQDN within the Altiris database.
4. Ensure the Out of Band Discovery package is enabled and configured via the collection to go to all machines.
   NOTE: This step is essential because OOB Discovery will pick up the FQDN from the Basic Inventory and map it in the IntelAMT database. This screenshot shows where the data is located:
   
5. Now if the hello message was sent before the above steps were completed, normally it will recover as long as the process completes before 24 hours have passed. 24 hours is the period of time the hello packets will be sent from the client. AMT will continue to send hello packets throughout the period UNTIL it is fully provisioned. This helps reestablish connection if the IP Address changes in the middle of the Provisioning process and the Server can't connect back up to the remote AMT system.

Preferred Provisioning Settings

Not all settings within Out of Band are FQDN friendly. The following items affect how Out of Band Management approaches provisioning.

1. Resource Synchronization - Make certain this is enabled! A Disabled Resource Synch policy will halt Provisioning, greatly increasing the change for FQDN problems when it is finally enabled.
2. Use DNS IP resolution to find FQDN when assigning profiles - This option, under the Resource Synchronization policy, is typically unreliable. While this option allows for bare-metal provisioning or Agentless provisioning, it also is at the mercy of the DNS and DHCP environment. It is highly recommended NOT to use this option unless you fully trust your DHCP and DNS environment. Factors to consider are:
   1. IP Lease times - The lease times afforded systems may be short, increasing the possibility that when OOB fetches the FQDN via IP the lease will have expired and the wrong FQDN will be mapped.
   2. PXE or other auxiliary boots - Often these types of systems will obtain a different IP address from DHCP as their identity is not the same as when the system is booted to the OS.
      
3. Intel AMT 2.0+ to Profile - This option allows a default Profile to be setup for Provisioning. Make sure you've created a default profile and set it in the Resource Synchronization policy. Without a profile Provisioning will not occur.
4. Intel AMT requires authorization before provisioning - Under the General node within Provisioning, this option stops provisioning from occurring. The profile will not go down to the system until the system is selected, using the right-click to choose ‘authorize'. This can aggravate FQDN problems by delaying full provisioning.

FQDN Fixes

Invalid FQDN in IntelAMT

The first issue stems from a variety of causes. The issue is that in the IntelAMT database, shown under the Intel AMT Systems node under Provisioning for Out of Band Management, the FQDN is invalid. The causes vary, but here are a few we've seen:

1. Reverse DNS IP Lookup is enabled - Unless your DHCP and DNS environment are rock solid, often IP Address leases expire, and other systems pick up the IPs that the AMT systems originally sent the Hello message with. When this occurs, the wrong FQDN is mapped.
2. IP Leases short - Often the IP Lease length can create a problem acquiring the correct FQDN. This can especially have problems with TLS as the FQDN is part of authentication using certificates.
3. FQDN is incomplete - When a system is in setup mode, sometimes the mapped FQDN is not part of a domain, resulting in the Host Name only being set as the FQDN.

IMPORTANT! When the FQDN is invalid in the IntelAMT database, Resource Synchronization can have troubles matching resources with their correct counterparts in the Altiris database. Because of this, duplicates can emerge. If the checkbox in Resource Synchronization labeled: ‘Remove duplicate Intel AMT resources from Notification Server database' is checked, managed resources can get deleted from the Altiris database!

FQDN has Changed

Another not-uncommon occurrence is when a system changes identity. This can occur in a variety of ways, including:

• The system has been reimaged
• The computer name has been changed
• The computer has been migrated to a new Domain
• The system has switched subnets, resulting in a new FQDN

Regardless of the method, changing the FQDN on the system does not change it in the Intel ME or AMT firmware, and also does not change it within the Intel SCS component database (IntelAMT). When these are not synched up, it can cause problems when you need to manage the system via AMT when the computer is booted to the operating system. This particularly has problems when TLS is enabled and the provisioned certificate no longer matches the FQDN in Windows.

Issues Resolution

Since the Altiris Agent sends Basic Inventory daily by default, the Altiris database usually has a valid FQDN on record in the Inv_AeX_AC_location database table. We can run a query that will capture the correct FQDN from the Altiris database and insert it into the IntelAMT database, correcting any duplicate or invalid FQDN entries. This is the first step. The second step is to update the FQDN within AMT on the local systems. The following processes walk you through the resolution:

Update IntelAMT from Altiris

1. Open up SQL Query Analyzer or Microsoft SQL Server Management Studio.
2. Open a Query window within the database instance that contains both the Altiris database and the IntelAMT database.
3. Run the following query, though for testing purposes you can omit the line ‘COMMIT TRANSACTION until you can verify the operation completed as expected. Once validated, run COMMIT TRANSACTION to complete the process:
   BEGIN TRANSACTION
   UPDATE intelamt.dbo.csti_amts SET fqdn = b.fqdn FROM (SELECT il.Fully Qualified domain name AS 'fqdn',
   REPLACE(oob.uuid, '-', '') AS 'uuid' FROM
   altiris.dbo.Inv_AeX_AC_Location il JOIN altiris.dbo.Inv_OOB_Capability oob ON
   oob._ResourceGuid = il._Resourceguid) b WHERE intelamt.dbo.csti_amts.uuid = b.uuid
   COMMIT TRANSACTION
4. Done! The FQDNs now match between Altiris and IntelAMT.

Update FQDN on local AMT

1. It is recommended to follow these steps in batches so as to not overwhelm the Intel SCS component. Perhaps run this against 100 systems at any one time, or run it against those systems you know have been updated. While it doesn't hurt to run this against systems that didn't have the FQDN changed from the above process, it is unnecessary if you are able to target those systems with invalid FQDNs.
   Note: This process assumes that the system can be reached via the SCS using the new FQDN supplied by Altiris. For TLS there may be complications we have not foreseen.
2. In the Altiris Console browse under View > Solutions > Out of Band Management > Configuration > Intel AMT Systems > and select the Intel AMT Systems node.
3. Select one or more systems you need to update the local AMT FQDN on.
4. Right-click and choose the ‘Re-provision...' option.
   
5. Check the Action status node under Provisioning > Logs > Action Status for messages concerning the Re-provision attempts. You can also check the Log node for errors.
6. Done! The systems, when reprovisioned, should have the correct FQDN planted by the IntelAMT database entry that was updated from the Altiris database.

Conclusion

Use this article to resolve your FQDN issues to ensure ATM functionality is available when it is needed. The above process has been verified, though all environmental potential issues have not been explored. It is advised to test the process in your environment before implementing on a wide scale.

As many of you may know, there are two ways of contacting Intel AMT: The remote network interface and the local LMS/HECI interface. These interfaces are very different; the remote interface that is available thru the wired and sometimes wireless Ethernet and is rich with features while the local Intel AMT interface is very limited. Intel AMT was designed this way from the start for security. Intel AMT acting as an IT agent on desktops and laptops could not be allowed to be meddled with by the local user or local applications that could try to use or deactivate Intel AMT. That at least was the original design intent.

Times have changed it seems and many users of Intel AMT don’t see local users and applications as being always hostile. There are many reasons why it would be very interesting to access all of the features of Intel AMT locally. For example

• If the user changes the name of the computer is the OS, it would be nice to have a local agent sync up the Intel AMT network with the OS name automatically. This way, when the computer goes to sleep next, Intel AMT will report the correct new name.
• Circuit breaker policies could be used as a local firewall implemented in hardware. Set it once and the gigabit network chip does all the filtering and counters at gigabit speeds.
• On a mobile platform, wireless profiles could also be synched up automatically. The user adds a new wireless profile with a WPA key and this profile is automatically added to Intel AMT.
• Enterprise provisioning of Intel AMT could be done entirely locally using local software removing the need for complicated centralized servers.

Instead of seeing the local user as hostile, the local application now cooperate to setup Intel AMT so that if something goes wrong, it’s ready to be used to recover the computer. All this and more would be possible if Intel AMT allows the local applications full access to all the remote interface features.

A local application can’t simply connect to TCP port 16992 or 16993 and access all of the Intel AMT features since the traffic has to flow thru the gigabit network interface. Connecting to 127.0.0.1 will not work, that will access the more limited local interface.

A solution is to use a reflection application like Intel DTK Network Reflector found in the Intel AMT DTK. This tool runs on a central always on server and simply reflects back all TCP connections back to the source on ports 16992 to 16995. Using this tool an Intel AMT console or even a web browser can connect to "http://reflector:16992" and log into its own Intel AMT remote services. However, there are issues with this solution: You need this reflector tool running and know where on the network it is running. Also, a rogue application could log into the remote interface and put an annoying circuit breaker policy to drop all packets, etc.

In the future, Intel AMT itself could be modified to allow all services on the local interface removing the need for the reflector. There are security considerations of course, but feedback from users of Intel AMT on this idea would be appreciated.

Ylian (Intel AMT Blog)

The Task Server contains AMT function tasks that give you the ability to integrate AMT functionality into Task Server Jobs. This allows you to use AMT in conjunction with Software Delivery, Scripting, and any other Task Server supported function. Understanding how to troubleshoot the AMT side of a Task Server job will help resolve issues so that AMT can be utilized. This includes the following technologies:

• System Defense - Network Filtering
• Reliable Power Management
• IDE redirect for boot redirection

Introduction

This is the concluding article for the series: Troubleshooting the Altiris Manageability Toolkit for vPro Technology. The first four articles covered the setup and configuration of AMT systems, while parts 5 and 6 covered RTCI and RTSM respectively. This final article discusses troubleshooting the AMT integration into Task Server when issues arise.

As an introduction, the actual SOAP or API calls made to the AMT system is invoked through Real-Time Console Infrastructure, the same as when they are invoked through the Real-Time tab for RTSM. Though the calls are from the same place, how those calls are made differ. The following subjects will be covered:

• Determining Cause of Failure
• AMT Detection Issues
• Authentication Issues

Determining Cause of Failure

Often you'll known the general symptom that tells you a job or task in Task Server didn't execute as expected. For example a power management task may have shown as run but the AMT system never woke up. A failure is not shown except deep within a series of status windows.

To determine the returned error, use the following steps. Task Server's actual failure code is buried deep in a series of status windows, as shown in the screenshot after the steps.

1. Under the Task or Job that failed, double-click on the general status row for the specific execution attempt.
2. If within a job, double-click on the line that represents the task or AMT function that failed.
3. Note the numbers of successes versus failures. Click the ‘View Report' link.
4. Now you'll get a grid with the status of the Task, including the status and return code, if present.

AMT Detection Issues

When Task Server reaches a Task that involves AMT, it makes direct calls to AMT in those systems targeted in the task or job. Detecting AMT and subsequently executing the scheduled function requires success at both junctures. The following sections discuss potential issues and solutions in this process.

Power State Unknown

One common problem we see is when a power management task fails due to the failure message: Generic error, FromState detected as unknown:14. This will cause the power action to fail. The causes vary, but the following list contains the most common:

• System unreachable - The target system is not available on the network
• AMT failed to be detected - See the subsequent section ‘AMT not detected'
• Authentication failed - See the subsequent section ‘Authentication Troubleshooting'
• AMT is unavailable - If a system is not provisioned, or AMT is not functioning on that system

Use the following process to determine what the issue is:

1. If RTSM is available, try connecting to the target system using RTSM, specifying the same credential profile.
2. If that fails, try manually putting in credentials until you find one that works.
3. If Step 1 succeeds, try creating a different connection profile with only AMT functions provided.
4. If no RTSM is available, still try the profile with only AMT functions to see if it works.
5. Try other AMT functions, such as Collect Intel AMT Inventory to see if they succeed.
6. If other functions succeed, try using another method to reboot the system to reset the power state stored in the Intel ME. One way to accomplish this is using the Task Server Power Management Agent to send down a standard reboot command to the PC.
7. If no other AMT functions are successful, AMT might not be properly setup on this system. Ask the question: Has this system gone through the provisioning process?
8. If unknown, use the Out of Band Discovery Task to see if AMT is available and to identify what state it is in. See the steps provided under the ‘AMT Not Detected' section following.
9. If all else fails (generally this is on a system-by-system basis, rarely do a collection of systems encounter this level of this issue) try reprovisioning the system by fully unprovisioning and going through the provisioning process again.

AMT Not Detected

Normally a non-vPro system will receive the return code that AMT was not detected. This is accurate, but when it happens to valid managed vPro systems, the issue must be troubleshot to determine why the applying Task Server cannot detect AMT on the system. Out of Band Discovery is a great way to determine what state the system is in. Use the following steps to take stock of the systems:

1. In the Altiris Console, browse to View > Solutions > Out of Band Management > Configuration > Out of Band Discovery > and select the ‘Out of Band Discovery' policy.
2. Enable the policy if it is not yet enabled. If it is enabled, set a schedule to run the discovery again so you have updated information on your systems.
3. On the AMT system in question, go to the Altiris Agent and bring up the Agent UI by double-clicking on the system tray icon or by launching C:\Program Files\Altiris\Altiris Agent\AeXAgentActivate.exe.
4. Highlight the ‘Out of Band Discovery Package.
5. Click the ‘Out of Band Discovery' link under Application Tasks.
   
6. Once completed, now check back at the server and double-click the system within a collection to bring up Resource Manager.
7. Click on the Inventory tab and browse to Out of Band Management, and select the data class OOB Capability. This will give you the details of AMT.

If AMT is disabled, it needs to be enabled in the BIOS. A BIOS update from the vendor may provide you a remote way to enable AMT, by using Software Delivery for example. If it is all enabled, next check the provisioning status. Provision as necessary.

Authentication Issues

As with RTSM, Task Server uses the same basic authentication method when executing against a computer. Task Server also includes another option to add additional credentials to the execution to be used when contacting the protocol, which is AMT in this case.

Authentication Methods

Since RTCI controls the authentication, much of the same method is used whether the execution of an AMT command is issues from the Real-Time console or from Task Server, however there are some differences.

Runtime Profile - The Runtime profile contains he following information:

• All known good credentials used to connect via RTSM to a system
• The Intel SCS AMT password sent to systems when provisioning occurs
• Previously successfully used credentials from past RTSM sessions
• Previously successfully used credentials from a Task that succeeded

User-defined Profiles - Profiles can be created that specifically provide credentials for the four types of technologies:

• WMI digest or Domain account
• AMT digest or Kerberos-authenticated user
• ASF digest or Domain account
• SNMP community strings

Task-specified Credentials - When a user setups up a job or task, the user can specify specific credentials to be used when executing AMT-related functions through the profile interface. This option is per job or task, and applies to all AMT functions invoked during the job or task. The Interface allows this as shown in the following screenshot:

Authentication Troubleshooting

The following method will help identify issues and offer ways to work-around and solutions. These have been compiled through experience when troubleshooting issues with failed authentication with Task Server.

1. First, how do you determine if your task or job is failing due to authentication? Use the previous section under Introduction labeled ‘Determining Cause of Failure'.
2. In the Altiris Console browse to View > Solutions > Real-Time Console Infrastructure > Configuration > select Manage Credentials Profiles, or in the Task click the ‘Run Now', and on the subsequent page click on the pencil icon next to the credential profile being used.
3. Where does the green checkmark fall? This is the default profile that will be used when connecting via a Task Server task.
4. Create a new profile by clicking the blue + on the icon bar in the right-hand pane.
5. Under the Intel® AMT tab check the box ‘Enable this technology in the profile'.
6. Supply the admin user credentials set when the managed vPro systems were provisioned.
7. Under the WMI tab also check the box as above and provide a user that has admin privileges to the target system.
8. Give the profile a name and then save it.
9. Back at the main screen check the box under the ‘Default' column until the green check-mark uses your new Profile, or if you are in a job interface select the profile to be used for the run. Note that this does not require you to make it the default profile, allowing another profile to remain the default credentials.
10. Run the task or job to see if the authentication failure has been resolved.
11. If it is not, try rerunning with the Runtime Profile. This contains all known good authentication attempts to the system from either Task Server or RTSM.
12. In one case we supplied only AMT credentials in the Profile which allowed it to authenticate to AMT while a multiple protocol authentication profile failed. If your Task or Job does not contain any of the other protocols, this is recommended.

Conclusion

This concludes the Troubleshooting article series for the Altiris Manageability Toolkit for Intel vPro Technology, version 6. While this doesn't cover all issues, it should resolve most of the common issues we've seen.

Formerly known as Web Admin for Windows, Real-Time System Manager provides a powerful set of functions for IT specialists. In part 5 of this article series we covered the main points for Real-Time Console Infrastructure troubleshooting. As a natural extension of RTCI, Real-Time System Manager troubleshooting is covered in this article as part 6. With an emphasis on credentials and connection methods, this article provides information to overcome the most common issues seen when using the Real-Time tab for direct, one-to-one computer interaction.

Introduction

Real-Time System Manager provides a powerful tool for directly connecting to a system agentlessly with functionality available through WMI and Intel AMT. This article covers the issues associated with general functions seen with both technologies but with emphasis on the AMT functions. The following sections cover areas of troubleshooting:

• Connection Issues
• Authentication Issues
• IDE Redirect (IDER)
• Network Filtering

Connection Issues

Under the current architecture the FQDN is the primary method for connecting and authenticating to AMT on remote systems. If the FQDN the Real-Time tab is using does not resolve in DNS, then AMT connectivity and thus functionality will not be available. FQDN connectivity issues are the number one issues we see with RTSM connections to AMT.

Invalid FQDN

To view what FQDN the Real-Time is using, use the ‘Hardware Management' node in the RTSM tree. The following screenshot shows what AMT is using:

In this example my system is in a workgroup and reported only the hostname as the FQDN, which DNS had no trouble resolving. If this fqdn is not reachable via DNS, we won't be able to connect to the AMT functionality.

NOTE: We use several methods, including IP address, for WMI. WMI functionality may show correctly when AMT is absent in this situation

Use these steps to see the FQDN is the issue:

1. Open the Real-Time tab for the AMT system you are managing.
2. Once the tree loads, open the Real-Time System manager folder, open Administrative Tasks, and click on ‘Hardware Management'.
3. Once the page loads, if AMT is missing as an available technology, take note of the name displayed as in the screenshot above.
4. Go to Start, Run, type in cmd, and click OK.
5. Type in nslookup <name displayed>. In the above example it would read:
   1. Nslookup dellvpro
6. Can DNS resolve this address? If no, we'll need to fix the issue in one of the following ways.
7. FIX DNS and/or the Altiris record: If DNS can be fixed, this is the preferred method. The difficulty is finding out why the Altiris Agent reported the incorrect record. Once DNS is fixed, have the Altiris Agent run Basic Inventory. The table location we pull this out of for management in RTSM is Inv_AeX_AC_Location, column: Fully Qualified Domain Name.
8. Use the ‘Manage' node available in RTSM (see the below screenshot): By putting in the IP address of the system, we'll use the IP to lookup the FQDN and not make any assumptions.
   
9. Update the Servers HOSTS or LMHOSTS files to contain the mapping to the invalid name. For example find the LMHOSTS file, edit it and add a line <IP ADDRESS> <FQDN>, as in this example:
   1. 10.10.10.1 Dellvpro

Real-Time unable to connect

If WMI and AMT functions are unavailable, you'll get a message when you click on the Real-Time tab indicating that the functionality isn't available. See the following screenshot:

Note: If you use another product such as Dell or HP's plug-ins to this tab, you'll simply not have the ‘Real-Time System Manager' node underneath Real-Time Consoles.

The number one reason this occurs is due to a firewall being engaged. Firewalls need to allow AMT traffic through. If a firewall is enabled, use the following details to resolve the AMT issue:

1. Create an inclusion in the firewall properties.
2. Allow the following ports, based off your environment:
   1. 16992 - For non-TLS encrypted traffic - if you are not using TLS this is the port that will be used for communication
   2. 16993 - For TLS-enabled, encrypted AMT traffic - If https is required for communication with AMT, this port will be used
   3. 16994 - For a note, AMT provisioning uses this port for sending out the ‘hello' packet during the configuration process - this will be used if you initiate a reprovision from RTSM
3. Another options is to disable the firewall when you need to manage the system via RTSM.
4. Unfortunately WMI has a known issue with the Windows firewall where the dynamic ports WMI uses after initiation will be blocked. It's a bug in WMI that has been addressed in Vista. Previous Operating Systems do not have a resolution at this time.

The other issue we've seen is where the system is simply unavailable for one reason or another. AMT is available if the system is off but still connected to the network, but WMI or if the system is unplugged from power or off the network RTSM obviously cannot function. Verify that the system is available if nothing resolves this issue.

Authentication Issues

Another common issue concerns authentication to the system via the Real-Time