Intel EMA - desktop session lagging

[Diveyt]

Hi,

i have problem with desktop session. The image in the desktop mode lags very significantly. The server isn't overloaded, the computer connecting via Intel EMA isn't overloaded, and the target computer isn't either. The image still lags; we're using Google Chrome. Please help me figure out how to stop this lag. Unless there's no other way, that's the nature of this system. We have just over 300 devices.

Best regards

[Suneesh]

Hello Diveyt,

Good day.

We see that you are facing an issue with lag while accessing the endpoint through the desktop mode (In band). Additionally, we would like to know certain details before we proceed to diagnose the issue.

• From when you are facing this issue and was there any hardware or software changes that has been made which could have caused this issue.
• Is the endpoint provisioned in ACM or CCM.
• Is the hardware manageability tab (out of band) working fine without a lag.
• The server details on which Intel EMA has been installed.
• Screenshot and the duration of the lag experienced.
• Operating System version of the server.
• SQL Server version.
• Location of the EMA server (physical or virtual).
• Location of the SQL server (physical or virtual).
• Authentication mode used: Local, Azure AD, or Windows AD.
• Location of endpoints: local or remote.
• EMA version.

Also, share us the ECT log of the endpoint having issue.

Intel® EMA Configuration Tool (ECT) Logs:

1. Download the tool from the following link: Intel® EMA Configuration Tool
2. Installation:

• Download and unzip the tool.
• Double-click the .msi file and follow the installation prompts.

1. Run the Tool:
2. a. Open a command prompt as an administrator (or use Windows PowerShell*).
3. b. Navigate to the installation folder (default: C:\Program Files (x86)\Intel\EMAConfigTool).
4. c. Run the following command:
5. EMAConfigTool.exe --verbose

Additionally, feel free to share any other details that would help us understand the issue better.

Regards,

Suneesh S

Intel Customer Support Technician

​​​​​​​intel.com/vPro

[Diveyt]

Hi,

the image is lagging, there is no smooth image transmission.

*From when you are facing this issue and was there any hardware or software changes that has been made which could have caused this issue. - the problem has been there from the very beginning, no smooth transmission, no changes have been made, we do not use AMT profiles because we do not have all computers with VPRO that support AMT profiles.

*Is the endpoint provisioned in ACM or CCM. - Explain me i don't understand. We only use endpoint group with configuration.

*Is the hardware manageability tab (out of band) working fine without a lag. - i don;t understand.

*The server details on which Intel EMA has been installed: 8GB RAM, 2 vCPU

Operating System version of the server. - Windows Server 2019 Datacenter
SQL Server version. - SQL Express 2022
Location of the EMA server (physical or virtual). - virtual, ema and sql is on the same server
Location of the SQL server (physical or virtual). - virtual, ema and sql is on the same server
Authentication mode used: Local, Azure AD, or Windows AD. - Windows AD
Location of endpoints: local or remote. - local network and vpn
EMA version. - 1.14.1.0

Screenshot and the duration of the lag experienced. - i can't do it. I must record video but i can't.

Regards

[Suneesh]

Hello Diveyt,

Thank you for the update.

Kindly ensure that you follow the Intel® Endpoint Management Assistant (Intel® EMA) – Server Installation and Maintenance Guide prerequisites.

From the details shared we see that the server configuration has only 8GB RAM and as per the Installation Prerequisites we strongly recommend installing the EMA server on a VM or physical server that meets the following specifications:

• 2 Intel® Xeon® Processors
• 16 Threads
• 24 GB RAM
• 1 TB Mirrored Storage

For more details, please refer to Section 1.3 – Installation Prerequisites (Page 11) in the guide available at the link below:

https://www.intel.com/content/www/us/en/support/articles/000055629/software/manageability-products.html

Regards,

Suneesh S

Intel Customer Support Technician

intel.com/vPro

[Suneesh]

Hello Diveyt,

We are following up on the issue. If further assistance is necessary, please do not hesitate to reply.

Regards,

Suneesh S

Intel Customer Support Technician

intel.com/vpro

[Diveyt]

Hello,

i understand but why i have to 24GB RAM if 8GB is not used in its entirety? 

RAM - 35% usage

CPU - 10% usage

Disk - 100GB but 67GB is free

This is VM.

I use Intel(R) Xeon(R) Gold 6226 CPU @ 2.70GHz - 2vCPU unlimited MHz.

I added 8 GB RAM and desktop is still lagging. Now i have 16GB RAM - 14% usage. I think that RAM is not the problem. 

Regards,

[Suneesh]

Hello Diveyt,

Thank you for sharing your observation about the usage.

For further analyzing the issue, we would require the ECT log of the endpoint and please specify if the issue is seen on a single endpoint or a specific model/all of the endpoints. 

Also share us the EMA server logs from the server and ECT logs from the endpoint.

EMA logs from the Server:

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

Please send me the files without the date called:

EMAlog-Swarmserver.txt

EMAlog-Manageabilityserver.txt

EMA log from the endpoint:

Default Path:[System drive]\Program Files\Intel\EMA Agent\EMAagentlog

Intel® EMA Configuration Tool (ECT) Logs:

1. Download the tool from the following link: Intel® EMA Configuration Tool
2. Installation:

• Download and unzip the tool.
• Double-click the .msi file and follow the installation prompts.

1. Run the Tool:
2. a. Open a command prompt as an administrator (or use Windows PowerShell*).
3. b. Navigate to the installation folder (default: C:\Program Files (x86)\Intel\EMAConfigTool).
4. c. Run the following command:
5. EMAConfigTool.exe --verbose

Regards,

Suneesh S

Intel Customer Support Technician

​​​​​​​intel.com/vPro

[Diveyt]

Hi,

This problem is on every computer.

I sent logs in the attachment.

I see that in emaagent.log are problems with DNS but i think so everything works. Only problem with lagging. 

I also added screenshot from "EMAConfigTool.exe --verbose"

Regards

[Suneesh]

Hello Diveyt,

Thank you for sharing the logs.

Regarding the issue you are facing with lag while accessing the endpoint through the desktop mode. The screen rendering speed differences are expected. Remote Desktop through the “Desktop Tab” is expected to be much faster since this capability is being implemented through the EMA Agent installed in the OS. The EMA Agent is able to take advantage of the full computer CPU and memory. Meanwhile, Remote Desktop through the “Intel AMT tab” is implemented by a dedicated chip with very small and limited memory and processing power.

However, for the effective performance of the machine we would request you to further update the BIOS and the Intel ME driver to latest version available on the OEM site. Also we see that the AMT is disable in the endpoint from the ECT logs shared we recommend to enable the AMT as well.

Regards,
Suneesh S
Intel Customer Support Technician
​​​​​​​intel.com/vPro

[Diveyt]

H, 

In our computers, we have the newest BIOS which we can download. We have installed the newest drivers from dell command update because we have DELL.

We can't enable AMT profile because computers which don't have processor vPRO "Intel AMT Version for example v16.1.35 or v18.0.10" can't correctly install intel ema agent and i don't see in website with intel ema. 

I've diagnosed that on the endpoint computer, the ema agent service is using a maximum of 20% of the CPU. The CPU is not under load.

Explain this image rendering to me. Does the computer logging into the Intel EMA and viewing another remote monitor need to be powerful enough to process the image, or does the final computer need to be? The problem is that neither is overloaded and has power to spare. Explain to me exactly how this all works and why it lags.

Regards,

[Suneesh]

Hello Diveyt,

We understand your concern, however we have been providing you the options, hence kindly follow the Plan of actions suggested below:

Please upgrade the Intel EMA version from 1.14.1 to 1.14.3, (With a valid back up of the Mesh Settings Certificates and the Database), where the lagging of the desktop connectivity has been improvised on the latest version and the same has been tested and confirmed in our lab environment.

Note:

Please refer the link given below for backing up the database and the mesh settings certificates.

https://www.intel.com/content/www/us/en/support/articles/000099719.html

Please follow the prerequisites as these are the ideal setup on which the Intel EMA has been tested and verified. As per the Installation Prerequisites we strongly recommend installing the EMA server on a VM or physical server that meets the following specifications:

• 2 Intel® Xeon® Processors
• 16 Threads
• 24 GB RAM
• 1 TB Mirrored Storage

Additionally If, you have a vPro system, then you may enable the AMT as well.

Regards,

Suneesh S

Intel Customer Support Technician

​​​​​​​intel.com/vPro

[Diveyt]

Hi,

Can you explain this image rendering? Does the computer logging into the Intel EMA and viewing another remote monitor need to be powerful enough to process the image, or does the final computer need to be? The problem is that neither is overloaded and has power to spare. Explain to me exactly how this all works and why it lags.

Regards,

[Suneesh]

Hello Diveyt,

The processor, RAM and the other specification were the prerequisites that was recommended, as under these ideal conditions the Intel EMA software has been tested according to the Intel EMA installation guide.

For more details kindly refer to the intel EMA installation guide given below.

https://www.intel.com/content/www/us/en/support/articles/000055629/software/manageability-products.html

With that said, kindly let us know if you have upgraded to the latest version, and if the issue persists.

Regards,

Suneesh S

Intel Customer Support Technician

​​​​​​​intel.com/vPro

[Suneesh]

Hello Diveyt,

We are following up on the issue. If further assistance is necessary, please do not hesitate to reply.

Regards,

Suneesh S

Intel Customer Support Technician

intel.com/vpro

[Suneesh]

Hello Diveyt,

We are following up on the issue. If further assistance is necessary, please do not hesitate to reply.

Regards,

Suneesh S

Intel Customer Support Technician

​​​​​​​intel.com/vPro

[Suneesh]

Hello Diveyt,

I’m following up on your case and wanted to check if there’s anything else I can assist you with.

As there have been no further updates, we will proceed to close this case. Please feel free to reach out if you need any additional assistance.

Regards,

Suneesh S

Intel Customer Support Technician

​​​​​​​intel.com/vPro

[Diveyt]

Hi,

Give me a few days please.

Reagrds

Damian

[Suneesh]

Hello Diveyt,

Thank you for your response.

We’ll wait for your update, please keep us posted.

Regards,

Suneesh S

Intel Customer Support Technician

intel.com/vPro

[Suneesh]

Hello Diveyt,

We are following up on the issue. If further assistance is necessary, please do not hesitate to reply.

Regards,

Suneesh S

Intel Customer Support Technician

​​​​​​​intel.com/vPro