Product guide
Issue Description Corrective action
Remote Access request using
Get Technical Help in the Intel
®
Management and Security
Status tool fails with an error
stating that the organization is
not reachable.
None
1
From the Intel
®
AMT system, open
Mozilla Firefox and access your DMZ
Agent Handler system where ePO
Deep Command Gateway Server is
running. The URL must include the
port where Stunnel is running. Firefox
shows an SSL certificate warning in
your browser.
If using Internet Explorer, you
might have issues viewing the
certificates.
2
View the SSL certificate and verify
that it has been issued to the host
name of the ePO Deep Command
Gateway Server, which is resolvable
from the Internet.
3
Verify that the issuer of the certificate
is the same CA that has been used for
configuring the Intel
®
AMT system or
is known to the Intel
®
AMT system.
4
Make sure that the ePO Deep
Command Gateway Server Logs
(AMTGatewayService_out.log) and
the amtservice.log are in the Agent
Handler system.
5
Make sure that the DNS resolution is
working properly on the ePO Deep
Command Gateway Server and
unnecessary services are not running
on the system. Disable any services
like IP address Helper or Ipv6 Services
if they are not in use and try again.
Management Framework
extension check-in fails
This issue might occur
when the Discovery and
Reporting extension is not
installed.
Install the Discovery and Reporting
extension before installing the
Management Framework extension.
Intel
®
AMT properties shown as
Not Available after reinstalling
the ePO Deep Command
extension and executing
agent-server communication
on the Intel
®
AMT system
This issue occur when the
Intel
®
AMT properties have
not been retrieved from
the system. The agent
sends only the incremental
properties because there
have been no changes
between detections.
Send an agent wake-up call with Get full
product properties.
ePO Deep Command
dashboard remains after
removing its extensions
This issue occurs only with
McAfee ePO version 4.6.x.
Select the dashboard, then select Delete
from the Dashboard Actions to delete it
manually.
10
Troubleshooting
138
McAfee ePO Deep Command 2.1.0 Product Guide