Intermittent "Key not supported".

[JWilkins]

We have recently deployed our own Intel® EMA v1.13.1.0 server environment and while doing a remote desktop session (Desktop Tab.) I am intermittently getting "Key not supported" which momentarily interrupts the remote session until I click ok on the message.

I'm not sure what's causing it. 

Any assistance would be appreciated.

[vij1]

Hello JWilkins,

Could you please confirm at what point you are encountering the error? Specifically, are you receiving the error after clicking the "Connect" button?

Best regards,

Vijay N.

[JWilkins]

Good morning,

Yes, this typically happens approximately 3 minutes after establishing the remote desktop connection, and happens twice a few seconds apart then repeats again after a few minutes.

Regards,

JWilkins

[vij1]

.

[vij1]

Hello JWilkins,

Please run the EMA configuration tool on the end point and send me the outcome. It will give the AMT details.

1. Intel® EMA Configuration Tool (ECT)

https://www.intel.com/content/www/us/en/download/19805/30485/intel-endpoint-management-assistant-configuration-tool-intel-ema-configuration-tool.html

Installation:

Download and unzip the tool.

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

Run:

a-Open a command prompt as administrator (alternatively, you can run the tool from Windows PowerShell*).

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

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

Note: 

Currently, Intel® EMA does not provide internationalization support. The operating

system needs to have English-US Windows display language, English-US system

locale, and English-US format (match Windows display language).

Regards,

Vijay N.

[vij1]

Hello J. Wilkins,

Greetings!

I hope you’re doing well. I’m following up on the case and would appreciate an update on the previous post.

Thank you for your attention to this matter.

Best regards,

Vijay N.

[JWilkins]

Good morning Vijay,

I will run the utility today and get the results uploaded for you. Thank you.

Regards,

J. Wilkins

[vij1]

Hello JWilkins,

Greetings!

Thank you for the response. We will wait for your update.

Regards,

Vijay N.

[JWilkins]

Here's the output from the config tool per your request.

Currently, I'm in the process of re-provisioning this system so it's still showing in a pending state.

[JWilkins]

Also on a separate note, I'm the only user experiencing this issue. None of our other users are having this problem so I'm also checking to see if it has something to do with how my user account is configured in AD.

Regards,

J. Wilkins

[vij1]

Hello JWilkins,

Greetings!

Please follow the steps below :

Access the endpoint and uninstall the existing EMA agent file.

Ensure the system is running the latest BIOS, Chipset, and ME drivers. If not, please update them to the latest versions.

Create a new EMA agent file and run it on the endpoint after confirming all system components are up to date.

Once the new agent has been installed, kindly share the results with us.

Regards,

Vijay N.

[vij1]

Hello JWilkins,

Greetings!

I am writing you a follow-up on the case.  Have you been able to perform my suggestions?

Regards,

Vijay N

[vij1 · Accepted solution]

Hello JWilkins,

Greetings!

If further assistance is necessary, do not hesitate to reply.

Regards,

Vijay N.