Logic error:no such field name: GrayscalePixelFormatSupported

[SIOSYS]

Good morning,

we have successfully tested the EMA platform in the laboratory.

Now we are starting the deployment in the production environment. We have created the server and associated 4 sample clients: the clients are Dell 7060 updated to the latest bios, firmware and driver releases. The server is the latest version available. CIRA connected.

Everything works correctly except for the in-band DESKTOP which always shows a black screen (even if sending commands eg CTRL+ALT+DEL works correctly). Monitor connected in FHD via HDMI. The "Hardware Manageability" section works correctly, even in the remote desktop oob. The Files, Process, etc. functions work correctly. Examining the server-side logs, at every connection attempt via l in band desktop I get:

"2025-05-12 16:05:21.8729 [ERROR], Message: GetPlatformCapabilities failed for endpoint A9C16CF8AFD6B03D4B3C62DAC21810A84315B57680E4BA1D816C590595BB54BD with exception Intel.Manageability.WSManagement.WSManException: The underlying connection was closed: The connection was closed unexpectedly. ---> System.Net.WebException: The underlying connection was closed: The connection was closed unexpectedly. at Intel.Manageability.WSManagement.DotNetWSManClient.HttpSendReceive(MemoryStream postData, XmlDocument& resp) at Intel.Manageability.WSManagement.DotNetWSManClient.WSManSendReceive(Header header, XmlElement[] bodyIn, XmlElement[]& bodyOut) --- End of inner exception stack trace --- at Intel.Manageability.WSManagement.DotNetWSManClient.WSManSendReceive(Header header, XmlElement[] bodyIn, XmlElement[]& bodyOut) at Intel.Manageability.WSManagement.DotNetWSManClient.Get(Uri resourceUri, IEnumerable`1 selectors) at Intel.Manageability.Cim.Untyped.CimObject.Get(CimKeys keys) at MeshWebCore.WebApi.Frameworks.AmtApiStack.Wrappers.AmtPlatformCapabilitiesWsManWrapper.GetAmtBootCapabilities(IWSManClient wsManClient) at MeshWebCore.WebApi.Frameworks.AmtApiStack.AmtPlatformCapabilities.GetPlatformCapabilitiesEx(Guid userId, String endpointId, IWSManClient wsManClient)."

"2025-05-12 15:36:16.8663 [ERROR], Message: GetOcrBootOptionsEx failed for endpoint B29CC8B2D6484B95AD4E304B5FEF4A192461829B0495B3FB8C1F9B6731D7349E with exception Intel.Manageability.Exceptions.CimPropertyException: Logic error:no such field name: GrayscalePixelFormatSupported at Intel.Manageability.Cim.Untyped.CimData.GetField(String name) at Intel.Manageability.Cim.Typed.IPS_KVMRedirectionSettingData.get_GrayscalePixelFormatSupported() at MeshWebCore.WebApi.Frameworks.AmtApiStack.Wrappers.AmtPlatformCapabilitiesWsManWrapper.GetKvmModernEncodingOptions(IWSManClient wsManClient) at MeshWebCore.WebApi.Frameworks.AmtApiStack.AmtPlatformCapabilities.GetKvmModernEncodingOptionsEx(Guid userId, String endpointId, IWSManClient wsManClient)."

Any ideas?

Thank you very much, have a nice day

[vij1]

Hello SIOSYS,

Greetings!

We understand that you are experiencing a black screen during in-band desktop connections. To proceed with troubleshooting, could you please share the following information and logs:

1.     Video Port Confirmation:

Please confirm the specific video port you are using from the PC (e.g., HDMI, DisplayPort, VGA).

2.     ECT Logs from the Dell 7060 Endpoint:

Please follow the steps below to collect the Intel® EMA Configuration Tool (ECT) logs:

·       Download the tool from Intel® EMA Configuration Tool.

·       Unzip the tool and double-click the .msi file to install.

·       Open Command Prompt as an administrator (or use Windows PowerShell).

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

·       Run the command:

·       EMAConfigTool.exe --verbose 

·       Share the output log with us.

3.     SSU Logs:

·       Download Intel® System Support Utility for Windows software from here.

·       Run the tool and save the logs. Share the logs with us.

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

4.     Driver Updates:

Please ensure that the endpoint has the latest drivers installed for optimal performance:

·       Intel® Management Engine Drivers for Windows 10 and Windows 11**

Download Here:  https://www.intel.com/content/www/us/en/download/682431/intel-management-engine-drivers-for-windows-10-and-windows-11.html

·       Intel® Network Adapter Driver for Windows® 10

Download Here: https://www.intel.com/content/www/us/en/download/18293/intel-network-adapter-driver-for-windows-10.html

·       Intel® Wireless Wi-Fi Drivers for Windows® 10 and Windows 11*

Download Here: https://www.intel.com/content/www/us/en/download/19351/intel-wireless-wi-fi-drivers-for-windows-10-and-windows-11.html

Please let us know once the requested information is available or if you encounter any issues during the process.

Best regards,

Vijay N.

Intel Customer Support Technician

[SIOSYS]

Hello,

many thanks for the fast answer and support !

1.     Video Port Confirmation:

We are using on each of the first four sample clients collected in the production environment a monitor connected via HDMI; FHD resolution (1080p). We have previously tested with success (in laboratory) the fully functionality of in-band remote desktop also without a monitor and with and HDMI monitor emulator, so i think (hope) the monitor is not the problem.

2.     ECT Logs from the Dell 7060 Endpoint:

Attached TXT File

3.     SSU Logs:

Attached TXT File

4.     Driver Updates:

Usally we use the "Dell Command Update" for the maintenance of the client's platforms, just to use QVL drivers approved from the OEM.

No Wireless Enabled (Disabled from BIOS) --> so only the Wired Ethernet Adapter is working. From that SW driver & firmwares are up-to-date.

OS is MWS 2019 STND

·       Intel® Management Engine Drivers for Windows 10 and Windows 11** = LAST VERSION (updated today at 2514.7.16.0, same issue)

·       Intel® Network Adapter Driver for Windows® 10 = LAST VERSION (updated today at 30.1, same issue)

Thank you very much again, have a nice day

Best regards,

MdB

[vij1]

Hello SIOSYS,

Thank you for sharing all the requested details.

From the ECT logs, we observed that the endpoint is running Microsoft Windows Server 2019 Standard. However, please note that Intel EMA has specific OS compatibility requirements for endpoints. The supported operating systems for the Intel EMA Agent are:

• Microsoft Windows 10
• Microsoft Windows 11

If the endpoint is not running a supported OS, it may impact the expected functionality.

Regards,

Vijay N.

[SIOSYS]

Good morning and thank you very much again.

I assumed they would work anyway...

Thank you so much, have a nice day

Best Regards

MdB

[vij1]

Hello SIOSYS,

Thank you for the update. Since you have all the required information, we will proceed with closing this case.

If you need further assistance in the future, please feel free to reach out to us.

Regards,

Vijay N.

Intel Customer Support Technician