An error appears in the Notification Server log when you have a custom Real-Time view registered in the solution. You can ignore this error.

Connecting to Client Computers with Windows XP Service Pack 2

You receive an "Access denied" or "The network path was not found" error message when you try to connect to a computer that is running Windows XP Service Pack 2. This issue occurs because the default configuration of the Windows Firewall program in Windows XP SP2 blocks incoming network traffic on Transmission Control Protocol (TCP) port 445. For the administrative tools listed here to connect to a remote computer, that remote computer must permit incoming network traffic on TCP port 445.

For possible resolution methods, see "Troubleshooting" chapter in the Real-Time System Manager Solution Help.

Connecting to Windows XP Client Computers in a Workgroup 

Even if valid credentials are provided and Windows Firewall is configured correctly (remote WMI execution is enabled) on a Windows XP client computer that is a member of a workgroup, you may still be unable to connect to the client using the Real-Time view. This is a Windows XP limitation caused by the "ForceGuest" option enabled by default on all Windows XP computers being members of a workgroup (in contrast to domain members). All users logging onto such computers over the network are forced to use the Guest account. To work around this problem, set the "ForceGuest" DWORD value to equal 0 (zero) under the [HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Lsa] key in Windows registry on the client computer. For more information, see Microsoft KB articles http://support.microsoft.com/default.aspx?scid=KB;EN-US;180548 and http://support.microsoft.com/default.aspx?scid=kb;en-us;290403.

Also, see "Troubleshooting" chapter in the Real-Time System Manager Solution Help.

Connecting to Windows Vista Client Computers

When using Real-Time System Manager to remotely connect to Windows Vista client computers, you must make sure that Windows Firewall is configured to allow remote Windows Management Instrumentation (WMI) connections on the client (Network and Sharing Center > Windows Firewall > Change Settings > Exceptions > Programs and ports > Windows Management Instrumentation (WMI) > set the check box to enable Exception for the WMI service). Additionally, for standalone Vista clients (not in a domain), you must disable the User Account Control (UAC) through the Windows Control Panel (User Accounts > Turn User account control on or off > clear the Use User Account Control (UAC) to help protect your Computer check box). Optionally, you can disable the UAC for the built-in Administrator account (if you want to use this account for remote connection) through the Administrative Tools > Local Security Policy MMC snap-in (Local Policies > Security Options > disable the User Account Control: Admin Approval mode for Built-in Administrator Account policy).

Also, see "Troubleshooting" chapter in the Real-Time System Manager Solution Help.

Altiris Agent Tasks on Quarantined Computers

If a computer is outside of the domain that the Notification Server is in, and if the "Filter Network Traffic" System Defense option is activated, you cannot perform Altiris tasks (such as inventory and software delivery) on that managed computer. Tasks will work if the client computer and the Notification Server are in the same domain.

Closing Real-Time System Manager Does Not Close the Connection

If you close the Internet Explorer window without disconnecting, the session (on this computer) will stay open for approximately 15 minutes. This lets any user access the last viewed client computer without specifying any credentials (by starting the Real-Time System Manager on the same computer you were working on).

Resetting Password for a Stand-alone Computer in a Workgroup

The "Reset Password" task for an account on a stand-alone computer in a workgroup, to which you have had prior connections, can fail with the following errors: "The credentials supplied conflict with an existing set of credentials" or "General Error or Access denied". These errors will occur if the prior connection under a non-administrator account conflicts with the Real-Time System Manager's connection or if the user does not have the administrator's privileges at the target computer.
The issue is caused by a known Microsoft Net API deficiency since currently there is no common way to force the closing of existing connections programmatically or via a tool.

"Add Printer" Functionality Not Available

This is a Microsoft WMI limitation as its "AddPrinter" method does not support remote interfaces – only local ones. The button will be removed in the future version.

Issues when Connecting to Computers that Have Multiple Network Cards

Real-Time System Manager connection to client computers, which have more than one NIC (Network Interface Card), has been improved. The following limitations still apply:

• The Real-Time System Manager connection timeout is 10 minutes.
• The Altiris Agent must have the Notification Server database updated with the new IP address after the client connects to the network.

Disabling the 2nd NIC (connected to the Internet) causes the error: "You do not have a valid license to view this page.  Please install the license for appropriate RTSM view in Altiris Console and try again"

To work around this issue, restart the Altiris Service and wait for DNS to refresh.

Reboot the Computer After Partial Unprovisioning

We recommend that you reboot the target computer after you perform partial unprovisioning, or the following issues can occur:

• The "Full Unprovision" command does not work.
• Incorrect hardware information is displayed in the Real-Time view.

One-To-Many Tasks cannot Manage Resources by an IP Address

While in the Real-Time view, you can enter an IP address and connect to the computer, one-to-many tasks do not work in this way.  To run one-to-many tasks, the target computer's FQDN must be resolvable correctly from the Notification Server computer.

Network Filtering Page Shows Default Number of Ping Packets

In the Real-Time view, on the Network Filtering page, the solution's default value is shown in the number of ping packets box. This is not the value currently set on the target computer.

Integration with Helpdesk Solution

When a user creates an incident in the Helpdesk and does not enter the asset information, the "Hardware management for <AssetName> (Real-Time System Manager)" link in the Helpdesk is not functional.

Powering Off Intel ASF from S3 State

Some Intel ASF hardware does not support power off from S3 state. You can try to power on the computer and then run the power off command again. Broadcom ASF does not have this problem.

PXE Boot does not Work with Some ASF Hardware

When, in the Real-Time view, you select the reboot command and choose to boot from PXE, some ASF hardware (tested on HP with Broadcom ASF, DELL Precision T3400, and other) fails to boot from PXE. This is a hardware limitation.

You can try to power down the computer and then power on and boot from PXE.

SOL/IDE-R Issues

HP BIOS Settings for SOL

The following options must be configured in ME BIOS advanced settings for Intel AMT Serial-over-Lan to work correctly with HP computers:

• SOL Terminal Emulation Mode: ANSI
• Disabled echo char: ON

IDE-Redirection to Floppy does not Work on Dell Clients

When the SOL/IDE-R session is used to remotely boot a Dell client computer from a physical floppy diskette inserted into a floppy drive on the Notification Server computer, or from a binary floppy image file, the client performs a reboot but does not load the operating system. On the client's monitor, the message "Attempting remote IDE boot" appears, but the Real-Time System Manager's terminal window remains blank until the session is terminated. This is a known issue with Dell computers (tested on Dell OptiPlex 745c). The workaround is to start the client from other media (physical CD-ROM, DVD-ROM, or ISO image file).

Starting a New SOL Session when Another Session is Active

If a SOL session window is already opened for a computer, you must close it before establishing a new remote SOL connection to the computer. Otherwise, you may get a "SOL session terminated" error message.

SOL and IDE-R Disabled in Computer BIOS

If SOL and IDE-R are disabled in the target computer's BIOS, the controls for these options on the AMT Settings page ("Task progress window and remote control" and "Redirect to optical/floppy drive or image on a server") are not disabled.

Issue with HP BIOS Versions Earlier than 1.5 and MS-DOS Boot Images

IDE-R session to a MS-DOS boot image may not work correctly with managed HP client computers, which have BIOS versions earlier than 1.5. The workaround is to upgrade the client BIOS.

Alt+<key> Sequences Does Not Transfer to Client Computer During SOL Session

When you use any Alt+<key> sequence on the keyboard during the Serial-over-Lan session, the controlled computer may not receive it.

Cannot Install Windows Using IDE-R on HP Compaq dc7700p System

Due to SOL emulation limitations, installation of a graphical operating system through IDE-R could lead to a BSOD on some Intel vPro implementations and is not fully supported by Intel AMT 2.x products. The problem affects HP Compaq Business Desktop System BIOS for Intel vPro Technology (786E1 BIOS). For resolution, download and install the latest BIOS/firmware update from the vendor's web site.

The First Line of the Terminal Output is not Displayed in SOL/IDE-R Session

When you establish a SOL/IDE-R session with HP computers with Intel AMT 2.5, the first line of the terminal output is not displayed in the remote console.

Ctrl+Alt+Del Sequence does not Work in the SOL Session

Ctrl+Alt+Del key sequence does not work in the SOL session established with Intel AMT 2.5 devices.

Function Keys do not Work in the SOL Session

If some of the F1-F10 keys do not work in the SOL session. Use <Esc>+1 - <Esc>+0 key sequence to emulate the function keys. This problem only occurs with certain BIOSs.

Get AMT Inventory Task does not Work with Lower-case Kerberos User

Specify Kerberos users for RTSM connection in format "DOMAIN\user" with "DOMAIN" in upper case.

IDE-R Task Fails when Client Computer is in Powered-Off State.

If the target computer is in powered-off (S5) state, run the "Power on" task and then reboot with IDE-R activated.

SOL/IDE-R Session Terminates after 1 Minute when Run via Wireless Interface

On some hardware (HP, Fujitsu Siemens Computers), the SOL/IDE-R session initiated via wireless connection terminates after 1 minute. This is a hardware limitation. To work around this issue, do the following:

1. In the Notification Server computer's registry, set the "HKEY_LOCAL_MACHINE\SOFTWARE\Altiris\eXpress\Notification Server\ProductInstallation\{13987439-8929-48d2-aa30-ef4bf0eb26a6}\InstantAMTPing" DWORD value to "1".
2. Restart the IIS.

This workaround pings the Intel AMT device and keeps the wireless connection alive during the SOL/IDE-R session.

One-To-Many Server IDE-R Task Fails if the IDE-R session is Left Active from the One-To-One Real-Time Task

And the other way around. You must wait until the previous session is expired or terminate the session manually.