Intel EMA - Error when connecting to HW manageability tab: imcException - Error getting CIM_Softwar

[Jools86]

We are on Intel EMA 1.11.

If we connect to ema.***.com from a US machine and try to connect to one of our machines, we see the below message:

It works if we connect to ema.mlp.com from a UK machine.

We are assuming then that either the swarm service / Ajax service on our US EMA Server is corrupted - we have a change to restart. And that the UK Intel EMA Server is working fine and doesnt need ema service restarted.

Any idea why we see the above error?

[Jools86]

The only error we see is in Swarm Server:

[Victor_G_Intel]

Hello Jools86,

Thank you so much for contacting Intel customer support,

To check this situation further we will require the following information:

1. How many endpoints are being affected?
2. When do you plan to have the US EMA Server restarted?
3. Did the issue happen after an update to EMA?

Please provide the following logs for our review:

EMA logs from Server (US server):

[System drive]\Program File(x86)\Intel\Platform Manager\EmaLogs

ECT log (Please provide two of these if possible one from a working endpoint and one from a non-working endpoint):

Intel® EMA Configuration Tool

https://www.intel.com/content/www/us/en/download/19805/intel-endpoint-management-assistant-configuration-tool-intel-ema-configuration-tool.html

Installation:

Double-click the .msi file and follow the prompts.

Run:

a- Open a command prompt as administrator.

b- Navigate to the installation folder (default C:\Program Files (x86)\Intel\EMAConfigTool).

c- Run the command: EMAConfigTool.exe -filename XXXX --verbose

Best regards,

Victor G.

Intel Technical Support Technician

[Jools86]

1. How many endpoints are being affected? 1000
2. When do you plan to have the US EMA Server? Not sure what this means, we have 2 EMA servers, one in UK and one in US (US also holds the Manageability Service).
   1. This is also happening from UK server too now.
3. Did the issue happen after an update to EMA? No, we updated over 3 months ago, we only noticed it this week.

I have created log files.

Can you confirm that if we upload the files, they are private?

One last thing, If we (after getting the error and clicking OK on it), click on the Terminal Tab for the Endpoint, then click back to Hardware Manageability then it can be connected to.

[Victor_G_Intel]

Hello Jools86,

Thank you for your response.

Please bear in mind that everything that you post here in the forum is publicly available for all users. We don’t recommend the use of the forum for any privately considered matters since the use of it is meant for community-based support instead of privately based support, in that way both us, our community peers, and sometimes former engineers can jump in and help. If you prefer to have the logs privately shared we will send you a private message, but please bear in mind for future interactions that we have more private channels for most of our products. For your reference you can find all of our support channels in the link below.

Contact Intel

https://www.intel.com/content/www/us/en/support/contact-intel.html#support-intel-products_67709:20876:123804 ,

Best regards,

Victor G.

Intel Technical Support Technician

[MIGUEL_C_Intel]

Hello, Jools86,

Thank you for sharing via email the ECT logs of the endpoints and responses to our questions.  

I have a doubt; I would appreciate your feedback.

1. Please confirm; Are you accessing the EMA Server from an endpoint (remote connection) and from the EMA server you are accessing to the hardware manageability of a second endpoint?
2. The EMA server is using the IP: 127.0.0.1 
3. Are you getting the same error message if you try from the physical EMA server?

Regarding the EMA Server logs, we just need the following.

Please send the files without the date called:

EMAlog-Webserver.txt

EMAlog-Swarmserver.txt

EMAlog-Ajaxserver.txt

EMAlog-Recoveryserver.txt

EMAlog-Manageabilityserver.txt

Default Path: [System drive]\Program File(x86)\Intel\Platform Manager\EmaLogs

Regards,

Miguel C.

Intel Customer Support Technician

[Jools86]

Thanks Miguel, posted the above logs to the email chain for Victor.

1. Please confirm; Are you accessing the EMA Server from an endpoint (remote connection) and from the EMA server you are accessing to the hardware manageability of a second endpoint?

     I am logged on to my Windows 10 desktop, connected to EMA console and trying to connect from there. So no direct connection to EMA server.

2. The EMA server is using the IP: 127.0.0.1 

EMA Server is using a 10.* address, not local loopback

3. Are you getting the same error message if you try from the physical EMA server?

Yes, if I connect to server and try to connect to same endpoint, same CIM error message. Again, if i click on a different tab and then back HW Manageability works

[MIGUEL_C_Intel]

Hello, Julian,

We are trying to replicate the issue. Do you mind providing more details?

1. If the issue happens while using different browsers (Chrome, Edge, or Mozilla).
2. If you erase the browser cache first. Please share the results.
3. The endpoints that you are trying to access have the same AMT version. Please perform the test below in 1 or 2 endpoints. Double-check if the endpoints are using the latest Management Engine driver and the latest BIOS.
4. Please share the operating system version of the EMA Server.

Look forward to your response; if there is no response to this email, I will send you a follow-up on 10/3/2023.

Regards,

Miguel C.

Intel Customer Support Technician

[MIGUEL_C_Intel]

Hello, Julian,

I hope this post finds you well.

By any chance, have been able to work on our suggestions? 

1. If the issue happens while using different browsers (Chrome, Edge, or Mozilla).
2. If you erase the browser cache first. Please share the results.
3. The endpoints that you are trying to access have the same AMT version. Please perform the test below in 1 or 2 endpoints. Double-check if the endpoints are using the latest Management Engine driver and the latest BIOS.
4. Please share the operating system version of the EMA Server.

Regards,

Miguel C.

Intel Customer Support Technician

[Jools86]

Hi Miguel,

FYI, we use the same driver for all our machines. I took the latest and it is applied to all our machines just before we install EMA Agent.

This happens from Chrome, Edge and Firefox. (we have tried from multiple engineers machines, same issue).

If we erase the cache, same issue.

OS of EMA Server is Windows Server 2019.

Regards,

Julian.

[MIGUEL_C_Intel]

Hello, Jools86,

Thank you for the answer to my questions.

I am reviewing the case with the engineering team; I’ll come back soon.

Regards,

Miguel C.

Intel Customer Support Technician

[MIGUEL_C_Intel]

Hello, Jools86,

Thank you for holding to our answer. 

We understand the issue started a few days after the EMA software upgrade. Is it possible to unprovision a machine from the EMA console and reprovision by restarting the endpoint?  The EMA agent file will reprovision it automatically.  The troubleshooting will help us to narrow down the issue.

Unprovision steps:

Open the EMA web console.

Go to the Endpoints tab (left side) 

Select any of the endpoints showing the error message and click view.

From the actions (blue icon), select the option called: Provision Intel® AMT.

Select Clear record.

Then, select Remove Provisioning.

Regards,

Miguel C.

Intel Customer Support Technician

[MIGUEL_C_Intel]

Hello, Jools86,

I hope you are doing well.

By any chance, have you been able to perform our previous troubleshooting?  I look forward to hearing back from you.

Regards,

Miguel C.

Intel Customer Support Technician

[MIGUEL_C_Intel]

Hello, Jools86,

We are interested in your issue.  

Please share with us the outcome of the troubleshooting requested.

Regards,

Miguel C.

Intel Customer Support Technician

[Jools86]

Hi Miguel, Sorry for slow reply.

Another crisis hit us (diff. tech). Will do that test today and get back to you.

[MIGUEL_C_Intel]

Hello, Jools86,

Thank you for your feedback. There is no rush; we will wait for your reply.

Regards,

Miguel C.

Intel Customer Support Technician

[Jools86]

Hi Miguel,

Typical I cannot replicate the problem now. I have reached out to the colleague who first reported it to determine if they have the issue still.

I have tried from UK and US endpoints and could not replicate.

Regards,

Julian

[MIGUEL_C_Intel]

Hello, Jools86,

I see.  Let’s keep the case open for one week; I will follow-up on the case next Thursday.

Regards,

Miguel C.

Intel Customer Support Technician

[Jools86]

Hi Miguel,

I managed to replicate today. We already have a remediate job, that deprovisions and restarts EMA Service.

I ran that on the machine and it kicked back into life.

So we were seeing this:

Then did what you asked - "reprovisioned".

I then replicated the issue with another machine (i.e. found a machine with imcException), did the same thing and still seeing the imcException Error message!

This is flakey? Any idea?

Regards,

Julian

[MIGUEL_C_Intel]

Hello, Jools86,

The issue is random; it seems a timeout error while accessing the endpoints. We have the EMA server logs, ECT log, and pictures. 

Do you mind sending the Installer log? Location <Installer Directory>/EMALog-Intel EMAInstaller.txt

I understand there are 2 EMA Servers, please send the log from both and let me know how many endpoints are provisioned.

Regards,

Miguel C.

Intel Customer Support Technician

[Jools86]

Hi Miguel,

One thing I have noticed, our UK Swarm server was missing from Server Settings (I think we removed it during a BCP test, although pretty sure BCP was after we started seeing this issue).

I have change to put it back, will do this then re-test.

Does the above make sense? If so, if issue still happening afterwards - will send the logs.

Julian.