Installation issues

Wait until Credential Manager installs on the Notification Server computer

If you have just installed Notification Server on a clean computer, you cannot use Real-Time System Manager until the Credential Manager agent/plug-in installs on the Notification Server computer. To speed up the agent/plug-in installation process, on the Notification Server computer, open the Altiris Agent UI, send basic inventory, and then update configuration manually.

Upgrade issues

Re-create all Intel AMT certificates after performing off-box upgrade

When you perform an off-box upgrade, you install Symantec Management Platform 7.x and Real-Time System Manager 7.x on a clean computer. Because the computer has changed, you must re-create all of the certificates that you use for Intel AMT TLS mutual authentication.

For more information on certificates for Intel AMT mutual authentication, see the Out of Band Management Component Implementation Guide.

Custom views not migrated

Real-Time System Manager custom views (for example, the SNMP sample view) migration from 6.x to 7.x is not supported.

Privileges not migrated

The Altiris Console users' privileges (Configuration > Server Settings > Notification Server Settings > Security Roles) migration from 6.x to 7.x is not supported.

Security settings not migrated

Security settings for Real-Time System Manager nodes in the Altiris Console are not migrated from 6.x to 7.x. You have to configure security again after the upgrade.

Scheduled tasks not migrated

Real-Time System Manager tasks that you scheduled to run are not migrated from 6.x to 7.x. You have to schedule the tasks again after the upgrade.

Sometimes applying event filters on Broadcom DASH client can fail

Applying event filters on Broadcom DASH client computers can fail when the connection profile that you are using has both WMI and WS-MAN protocols enabled. To work around this issue, do one of the following:

• On the target computer, update the CIM WMI provider to version 11.0.30 or later.
• Disable the WMI protocol in the connection profile.

Hierarchy is not supported

This product does not support hierarchy and replication.

Connecting to client computers with Windows XP Service Pack 2

If you provided valid WMI credentials, but cannot establish a WMI connection to a computer that is running Windows XP Service Pack 2 (WMI is not in the list of supported protocols on the Real-Time Consoles page), check the firewall settings on the target computer. The default configuration of the Windows Firewall program in Windows XP SP2 blocks incoming network traffic on Transmission Control Protocol (TCP) port 445. Configure the firewall to allow incoming network traffic on TCP port 445.

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

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 computer using the Real-Time view. This is a Windows XP limitation that occurs because the "ForceGuest" option is enabled by default on all Windows XP computers that are 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, you can turn off "Simple file sharing" or set the "ForceGuest" DWORD value to equal 0 (zero) under the [HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Lsa] key in the 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 the "Troubleshooting" chapter in the Real-Time System Manager User Guide.

Connecting to Windows Vista and Windows 7 client computers

When using Real-Time System Manager to remotely connect to Windows Vista or Windows 7 client computers, you must make sure that Windows Firewall is configured to allow remote Windows Management Instrumentation (WMI) connections on the client computer. To enable WMI connections on Windows Vista, in the Control Panel, click Windows Firewall > Change Settings > Exceptions, and then check Windows Management Instrumentation (WMI) .

Additionally, for standalone Windows Vista and Windows 7 clients (not in a domain), you must disable the User Account Control (UAC). To do this for Windows Vista, in the Control Panel click User Accounts > Turn User account control on or off and then uncheck Use User Account Control (UAC) to help protect your computer. Optionally, you can disable the UAC for the built-in Administrator account (if you want to use this account for remote connection). To do this, in the Control Panel > Administrative Tools > Local Security Policy MMC snap-in, click Local Policies > Security Options and disable the User Account Control: Admin Approval mode for Built-in Administrator account policy.

For more information, see the "Troubleshooting" chapter in the Real-Time System Manager User Guide.

Altiris Agent tasks on quarantined computers

If a computer is outside of the domain in which the Notification Server computer is located, 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 computer are in the same domain.

Closing the Real-Time view 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 opening the Real-Time view on the same computer you were working on).

Issues when connecting to computers that have multiple network cards

Real-Time System Manager's 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 Configuration Management Database (CMDB) updated with the new IP address after the client computer connects to the network.

Restart the computer after partial unconfiguration

We recommend that you restart the target computer after you perform a partial unconfiguration or the following issues can occur:

• The "Full Unconfiguration" 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

To manage a computer from the Real-Time view one-to-one, 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 Intel AMT Network Filtering page, the solution's default value is shown in the "number of ping packets" box. This is not the value that is currently set on the target computer.

Powering off Intel ASF from S3 state

Some Intel ASF hardware does not support power off from the 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 fails to boot from PXE. This is a hardware limitation. HP with Broadcom ASF, DELL Precision T3400, and a few other computers are known to have this problem.

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

Managed Service Provider configurations are not supported

Both one-to-one and one-to-many tasks in the Real-Time System Manager software require a direct connection to the target computer that you want to manage. It is not possible to manage computers located behind NAT-enabled routers.

Graceful shutdown or restart returns an error on Microsoft Windows Vista and Windows 7

A "Graceful reboot or power off is not possible" error can appear when you check Graceful power action and try to "Reboot" or "Power off" a Microsoft Windows Vista or Windows 7 computer. This occurs because one of the following:

• The specified computer does not support a shutdown interface
• The caller does not have the required privilege to perform this operation
• The specified computer does not exist or is not accessible
• An invalid set of parameters was passed
• A shutdown has already been started on the specified computer
• A system shutdown has already been scheduled
• The system shutdown cannot be initiated because there are other users logged on to the computer
• The format of the specified computer name is invalid

You can uncheck Graceful power action and try to perform a hard reset of the target computer, losing all unsaved data.

Not possible to update IP4 Route Table properties on some computers

It is not possible to update properties on the IP4 Route Table page in the Real-Time view if the target computer is running Microsoft Windows XP (32-bit and 64-bit editions) or Microsoft Windows Vista (32-bit edition only).

Not possible to update Operating System properties on some computers

It is not possible to update properties on the Operating System page in the Real-Time view if the target computer is running Microsoft Windows Vista (32-bit and 64-bit editions).

Cannot refresh the list of processes

In the Real-Time view, on the Manage Processes page, the refresh button does not update the list of processes. To see the current list of processes, in the tree view pane, right-click the Manage Processes node, and then click Open. This forces the page to re-read the processes from the target computer.

Only secure CIRA connections are supported

Intel AMT computers management via CIRA is possible only with Intel AMT 4.0 and later computers that are configured to use TLS or TLS with mutual authentication.

Unable to connect to Intel DASH computer configured in mutual authentication mode

Secure connection, using the WS_man protocol, to an Intel DASH computer that is configured in “Mutual authentication” mode is not supported.

Some reports do not work correctly

The following reports always display only the very first execution of the task, regardless of the number of times the task has run:

• Password Reset Task Execution Audit
• Power Management Task Execution Audit
• Process Management Task Execution Audit
• Service Management Task Execution Audit

To change the report's behavior, you can modify the report's SQL query.

Not possible to update ASF alert subscription settings for Broadcom network adapters

It is not possible to modify ASF alert subscription settings for computers with Broadcom network adapters.

Setup and configuration server address is not displayed

In the Real-Time view, on the Intel AMT Configuration Mode page, the setup and configuration server address is not shown for computers with Intel AMT version 2.6 and 4.0.

Physical memory information for the modules that are not installed

The Real-Time view's Physical Memory page displays memory type and speed for the memory modules that are not installed. Ignore this information.

Error on the Intel AMT Network Settings page

When you change the IP or the host name of the target computer on the Real-Time view's Intel AMT Network Settings page, an "Unable to apply new settings" error appears on the page. This error appears because the connection to the target computer is lost after the IP has changed. You can ignore this error.

Get Out-of-Band Inventory task does not work with lowercase Kerberos user

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

Not possible to run out-of-band tasks on IPMI computers

It is not possible to run one-to-many out-of-band tasks on IPMI computers. This is because the IP address of the IPMI management controller differs from the computers's IP address. Notification Server does not know the IPMI controller's IP.

Sometimes applying event filters on Broadcom DASH client can fail

Applying event filters on Broadcom DASH client computers can fail when the connection profile that you are using has both WMI and WS-MAN protocols enabled. To work around this issue, do one of the following:

• On the target computer, update the CIM WMI provider to version 11.0.30 or later.
• Disable the WMI protocol in the connection profile.

SOL/IDE-R Issues

Non-Latin characters are not supported

SOL terminal window does not support double-byte characters (Japanese, Chinese).

HP BIOS settings for SOL

The following options must be configured in the 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 client computers

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 computer performs a reboot but does not load the operating system. On the client computer'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 an "SOL session terminated" error message.

SOL and IDE-R disabled in the target computer's BIOS

If SOL and IDE-R are disabled in the target computer's BIOS, the controls for these options on the Intel 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 that have BIOS versions earlier than 1.5. The workaround is to upgrade the client BIOS.

Alt+<key> sequences do 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 the <Esc>+1 - <Esc>+0 key sequence to emulate the function keys. This problem only occurs with certain BIOS firmware.

IDE-R task fails when client computer is in powered-off state

If the target computer is in a 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 it is run via wireless interface

On some hardware (HP, Fujitsu), 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 vice versa

You must wait until the previous session is expired or terminate the session manually.

Boot redirection options not available for DASH computers

Real-Time View > Administrative Tasks > Hardware management > Redirection options are not available when connected to a DASH computer. This issue is firmware-dependent. Upgrading DASH firmware can solve the problem.

Real-Time System Manager 7.0SP2 MR1 issues

Sometimes KVM session does not start if you just installed the SilverLight software

The first time you launch a KVM session, you are asked to install SilverLight. Sometimes it can happen that after you install SilverLight, the Remote Control window opens empty. To resolve this issue, close this windows and start a new remote control session.

Real-Time Console Infrastructure known issues in this release

This product installs Real-Time Console Infrastructure 7.0 SP3.

For the list of Real-Time Console Infrastructure known issues in this release, see article 50904.

User Guide

Information about how to use this product, including detailed technical information and instructions for performing common tasks.

This information is available in PDF format.

• The Documentation Library, which is available in the Symantec Management Console on the Help menu.
• The Documentation Web site, which is available at the following URL:
  http://www.altiris.com/Support/Documentation.aspx
• The Product Support page, which is available at the following URL:
  http://www.symantec.com/business/
  support/all_products.jsp
  When you open your product's support page, look for the Documentation link on the right side of the page.

Help

Help is available at the solution level and at the suite level.

This information is available in HTML help format.

The Documentation Library, which is available in the Symantec Management Console on the Help menu.

Context-sensitive help is available for most screens in the Symantec Management Console.

You can open context-sensitive help in the following ways:

• The F1 key.
• The Context command, which is available in the Symantec Management Console on the Help menu.

Implementation Guide

Information about how to install, configure, and implement this product.

This information is available in PDF format.

• The Documentation Web site, which is available at the following URL:
  http://www.altiris.com/Support/Documentation.aspx
• The Product Support page, which is available at the following URL:
  http://www.symantec.com/business/
  support/all_products.jsp
  When you open your product's support page, look for the Documentation link on the right side of the page.

Symantec Management Platform Release Notes

This information is available as an article in the knowledgebase.

https://kb.altiris.com/article.asp?article=45141&p=1

You can also search for the product name under Release Notes.

Installing the Symantec Management Platform products

This information is available as an article in the knowledgebase.

https://kb.altiris.com/article.asp?article=45732&p=1

Altiris 7 Planning and Implementation Guide

This information is available as an article in the knowledgebase.

https://kb.altiris.com/article.asp?article=45803&p=1

Knowledge Base

http://kb.altiris.com/

Symantec Connect (formerly the Altiris Juice)

http://www.symantec.com/connect/endpoint-management-virtualization

Online Forums

http://forums.altiris.com/