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?

[MIGUEL_C_Intel]

Hello, Jools86,

If the configuration suffered a change; it could be creating a delay in the connection.  I suggest restarting the EMA services of the main server.  I hope to hear from you soon.

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 test the EMA configuration after restarting the servers?

Regards,

Miguel C.

Intel Customer Support Technician

[Jools86]

Hi Miguel,

I re-added our UK Server back on Saturday, I have checked a couple of times and issue is still happening:

Regards,

Julian.

[Jools86]

I did the following:

• Remove Provisioning
• Stop Managing Endpoint (Clear Record was doing nothing)
• Restarted EMA Agent
• Machine I tested now connecting without the error

How do we determine the broken machines, as they all state CIRA connected?

How does this happen?

[MIGUEL_C_Intel]

Hello, Jools86,

The issue is random; however, you mentioned something important.  The connection improved after restarting the EMA agent.  The redundancy of the EMA servers was reestablished, it could damage the synchronization.  

I am working with the engineering team on your case, an update will be provided later. 

Regards,

Miguel C.

Intel Customer Support Technician

[MIGUEL_C_Intel]

Hello, Julian,

Thank you for waiting for our answer.

Our findings are below; hopefully, they will help you.

There are many environmental variables that could be causing the CIRA connection error. CIRA is sensitive to both host-based OS and application (i.e., AV, HIDs) changes and network complexities (i.e., VPNs, FWs, and hops across geos). All these can bump the CIRA protocol.

Since there isn't a clear pattern and it isn't happening to all 1000 machines there are a couple of approaches you can do.

Use Intune or SCCM to schedule ema agent service restarts to reduce occurrences.

Keep monitoring to see if any common environmental variables appear to be showing up that can be eliminated to reduce distribution to CIRA.

Again, we hope our answers and suggestions help you to diagnose and fix the random issue.

Regards,

Miguel C.

Intel Customer Support Technician

[Jools86]

Hiu Miguel,

This is not helpful at all. This is the equivalent of a shoulder shrug by your team.

The issue comes back, even after I stopped managing an endpoint, de-provisioned and restarted EMA Agent.

I will raise a proper ticket.