About Websocket connection terminated

[Hideo]

To whom it may concern

When operating an agent terminal from an IntelEMA server, the Terminal, Files, Processes,
and WMI functions connect for about 20 seconds, then a dialog box appears stating "Websocket connection terminated " dialog appears and communication is disconnected.

The following is shown below.

・Terminal

After about 20 seconds,

・Files

After about 20 seconds,

• Processes

After about 20 seconds,

• WMI

After about 20 seconds,

How long is the Websocket connection time?

Is it possible to change this Websocket connection time?

I am waiting for your reply.

Best Regard.

Hideo.

[Suneesh]

Hello Hideo,

Greetings of the day.

Please share the below information so we can assist you further.

1. What exactly is the EMA version you are working with?
2. Please provide the exact AMT version being used on the endpoint(s).
3. Is the EMA server installed on a physical server or on a virtual machine?
4. How many endpoints are you planning to have in your environment?
5. Is the test endpoint you mentioned provisioned in CCM (client control mode) or ACM (Admin control mode)
6. We will require a screenshot of both errors you get one while trying to log in to EMA and one while trying to connect to your test endpoint
7. Additionally, we are going to need a picture/screenshot of the enhanced key usage and the certification path of your PKI, secure, and root certificates.

Regards,

Suneesh

[Hideo]

Hello.

Suneesh

Thanks for the reply.

What exactly is the EMA version you are working with

→v1.12.2.0

Please provide the exact AMT version being used on the endpoint(s).

→→v16.1.27

Is the EMA server installed on a physical server or on a virtual machine?

→ a virtual machine

How many endpoints are you planning to have in your environment?

→Since we are in the verification phase, we will use about three of them for testing.

Is the test endpoint you mentioned provisioned in CCM (client control mode) or ACM (Admin control mode)

→ ACM (Admin control mode)

We will require a screenshot of both errors you get one while trying to log in to EMA and one while trying to connect to your test endpoint

→The only screenshot of the error is the EMA server screenshot attached in the first question. There is no error message on the agent terminal.

Additionally, we are going to need a picture/screenshot of the enhanced key usage and the certification path of your PKI, secure, and root certificates.

→Please provide the URL and page number of the document that describes how to obtain the information or how to obtain the information.

We are waiting for your reply.

Best regards.

Hideo.

[Suneesh]

Hello Hideo,

Greetings,

Please navigate to the certificate, where you would find three tabs (General, Details, Certification Path)

Please click on details, and scroll down to navigate for the enhanced key usage and share the screen shot.

And next you may click on the Certification Path, and click on the certificates until you get to the root certificate, and share the screen shot of that as well,

NOTE: Both the example screen shots have been added in the attachment for reference.

Best Regards

Suneesh

[Hideo]

Hello.

Suneesh

Thanks for the reply.

We share a screenshot of the enhanced key usage and the Certification Path of the certificate created when the IntelEMA server was installed.

The screenshots are as follows.

・test2.nttdbxoematest.com

・test2.nttdbxoematest.com

・EmaMtlsWeb-ematemp

・EmaMtlsSwarm-ematemp

・EmaMtlsRecovery-ematemp

・EmaMtlsManageability-ematemp

・EmaMtlsAjax-ematemp

We look forward to your reply.

Best regards.

Hideo.

[vij1]

Hello Hideo,

Thank you for providing the details. We are currently reviewing the information and we will reach out to you as soon as possible. We request your patience during this time.

Regards,

[Hideo]

Hello.

vij1

How about after that?

We look forward to your reply.

Best regards.

Hideo.

[Suneesh]

Hello Hideo,

Greetings of the day.

As we see you getting help on this https://community.intel.com/t5/Intel-vPro-Platform/Upgrading-from-EMA-v1-12-2-0-to-Intel-EMA-v1-13-1-0/m-p/1611095#M11664, could we proceed and close this ticket.

Regards,

Suneesh

[Hideo]

Hello.

Suneesh

Thanks for the reply.

The first question is as follows

"When operating an agent terminal from an IntelEMA server, the Terminal, Files, Processes,
and WMI functions connect for about 20 seconds, then a dialog box appears stating "Websocket connection terminated " dialog appears and communication is disconnected."

I think the above question and the following URL are completely different. What part of the following URL should I refer to?

https://x.gd/WxxIs

May I ask you to reread the first question again?

We look forward to your reply.

Best regards.

Hideo.

[Hideo]

Hello.

Suneesh

How about after that?

We look forward to your reply.

Best regards.

Hideo.

[Suneesh]

Hello Hideo,

Greetings of the day.

Web Socket errors are due to environmental factors that are causing poor performance between the WMI call from EMA to the endpoint. You should investigate server and infrastructure performance issues, such as using Win performance, resource monitoring, network performance traces, and tracert timeouts.

Regards,

Suneesh

[Hideo]

Hello.

Suneesh

“Websocket connection terminated” is an error?

I thought this was setting the web socket connection time on the EMA server side, is that not the case?

If this is an error, am I correct in assuming that it is an environmental issue rather than an EMA server configuration value issue?

If so, what information would you like me to share?
Please let me know if there is any other information needed other than the materials I have already provided you with, along with the procedure.

We look forward to your reply.

Best regards.

Hideo.

[Hideo]

Hello.

Suneesh

How about after that?

We look forward to your reply.

Best regards.

Hideo.

[Suneesh]

Hello 英夫 戸田,

Greetings!

To assist you more effectively with your current issue, could you please provide the following details about your environment:

1. Server Usage:

• RAM Usage
• CPU Usage

1. SQL Server:

• Are you using SQL Server or SQL Express?

1. Environment Details:

• Are you operating in a virtual machine or on a physical server.

Your detailed response will help us diagnose and resolve the issue more efficiently. Thank you for your cooperation.

Best regards,

Suneesh

[Hideo]

Hello.

Suneesh

We will respond inline below.

Server Usage:
RAM Usage → 13%
CPU Usage → 1%
SQL Server:
Are you using SQL Server or SQL Express?
→Azure SQL Server
Environment Details:
Are you operating in a virtual machine or on a physical server.
→virtual machine

I installed it using the Advanced Template of Intel EMA Cloud Start Tool for Azure provided by Intel.

For more information, please visit the following URL

https://www.intel.com/content/www/us/en/download/19738/intel-endpoint-management-assistant-intel-ema-cloud-start-tool-for-azure. html

We look forward to your reply.

Best regards.

Hideo.

[Suneesh]

Hello Hideo,

Greetings!

To assist you more effectively with your current issue, could you please provide the following details about your environment:

1. **OS Version** of the Server

2. **SQL Version**

3. **Location** of both (physical or virtual). Will they be on the same server machine?

4. **Authentication Mode**: Local, Azure AD, or Windows AD

5. **Intel® EMA Software Version**

6. **Number of Endpoints** to be provisioned

7. Will **remote access to BIOS** be necessary?

8. **Location of Endpoints**: local or remote

9. **FQDN**

Additionally, to troubleshoot this time-out issue, we need to perform some connectivity tests:

1. **Traceroute** from the endpoint to the swarm server and from the swarm server to the SQL server

2. **Ping Test** between the same points

Your detailed response and the results of these tests will help us diagnose and resolve the issue more efficiently.

Thank you for your cooperation.

Best regards,

Suneesh

[Hideo]

Hello.

Suneesh

We will respond inline below.

1. **OS Version** of the Server

→Windows (Windows Server 2019 Datacenter)

2. **SQL Version**

→

It was installed using the Intel EMA Cloud Start Tool for Azure Advanced Template provided by Intel.

So we used AzureSQL as described in the template provided by Intel.

For more information, see the following URL

https://www.intel.com/content/www/us/en/download/19738/intel-endpoint-management-assistant-intel-ema-cloud-start-tool-for-azure. html

3. **Location** of both (physical or virtual). Will they be on the same server machine?

→

In Intel's Advanced Template for Intel EMA Cloud Start Tool for Azure, both the server and AzureSQL are in separate virtual environments.

For more information, please visit the following URL

https://www.intel.com/content/www/us/en/download/19738/intel-endpoint-management-assistant-intel-ema-cloud-start-tool-for-azure. html

4. **Authentication Mode**: Local, Azure AD, or Windows AD

→Local

5. **Intel® EMA Software Version**

→EMA v1.12.2.0

6. **Number of Endpoints** to be provisioned

→3 endpoints

7. Will **remote access to BIOS** be necessary?

→Yes. Required.

8. **Location of Endpoints**: local or remote

→Both endpoints are present.

9. **FQDN**

→ema.nttdbxoematest.com

Additionally, to troubleshoot this time-out issue, we need to perform some connectivity tests:

1. **Traceroute** from the endpoint to the swarm server and from the swarm server to the SQL server

→Communication is possible.

2. **Ping Test** between the same points

→Communication is possible.

We look forward to your reply.

Best regards.

Hideo.

[Suneesh]

Hello Hideo,

Greetings of the day.

Thank you for providing the details. We are currently reviewing the information and we will reach out to you as soon as possible. We request your patience during this time.

Regards,

Suneesh

[Hideo]

Hello.

Suneesh

How about after that?

We look forward to your reply.

Best regards.

Hideo.

[Hideo]

Hello.

Suneesh

How about after that?

We look forward to your reply.

Best regards.

Hideo.

[Suneesh]

Hello 英夫 戸田,

Greetings of the day.

We confirmed that there are no settings to increase the websocket timeout, for Intel EMA.

With that, if you would like to continue troubleshooting, We recommend to get this case out of the community and into a web ticket, as we will need potentially sensitive information.

Could you please share the following information:

1. Please provide a network diagram, including DMZs (if any and what's in them), load balancers, and firewalls.
2. Are there any relevant errors in the EMA server logs around the time of these disconnects?
3. Can you confirm if this issue happens consistently with all endpoints or only specific ones?
4. Have you tried accessing these functions (Terminal, Files, etc.) directly from the EMA server VM to rule out network issues?
5. Are there any firewall rules or network security groups in Azure that might be timing out connections after 20 seconds?

Regards,

Suneesh