Product guide

IDE-Redirection
Issue Description Corrective action
IDE-Redirection
session does not
initiates
This issue might occur due to
various reasons.
Perform these checks, then perform the
corrective action based on the error in
amtservice.log:
• Make sure that IDE-Redirection (IDE-R) is
supported and enabled on the System
Properties Intel
®
AMT page.
• Verify that the correct credentials and
certificates are uploaded in the Server
Settings Intel
®
AMT Credentials page.
• Make sure that the system is not in an
active IDE-R session before initiating the
IDE-R session.
Authentication Failure or
HTTP 401 error or IDE-R
Session Closed — Invalid
credentials.
Verify that the correct user name and
password are provided in Server Settings | Intel
®
AMT Credentials.
TLS Connection Failure —
certificates not imported.
Verify that the certificates imported in Server
Settings | Intel
®
AMT Credentials
Invalid Parameter — ISO not
found.
Verify that the shared ISO image path is
correct and it is accessible by the Agent
Handler.
Socket Error — The system is
not reachable from Agent
Handler.
Verify that the system is properly connected
and the system is reachable the Agent
Handler.
Maximum Connections — Four
IDE-R sessions are already
active through the Agent
Handler.
Stop one of the active IDE-R sessions and
then try again.
If the issues persists, perform these steps:
1
Verify that the required Firewall Ports are allowed on the Intel
®
AMT system
and on McAfee ePO.
2
Verify that the domain of the Intel
®
AMT system is being correctly resolved
from McAfee ePO.
3
Confirm that the FQDN of the Intel
®
AMT system is correctly resolving from
McAfee ePO.
4
Verify that the domain of the shared folder is correctly resolving from the
Agent Handler and the shared file is accessible.
IDE-Redirection is
not working in Local
Access
environment.
It might be due to the Universal
Naming Convention (UNC) share
is not accessible from
ServiceAMT because of the
domain authentication policy for
UNC share.
Make sure that —
• The recovery operating system image file
is an .iso file shared on a UNC mount.
• The UNC share is accessible by the Agent
Handler and using the system account.
• The path has been defined using the UNC
syntax rather than using the IP address.
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Troubleshooting
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McAfee ePO Deep Command 2.1.0 Product Guide