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Intel Diagnostic Tool for McAfee Appliances3.x

The Intel Diagnostic Tool (IDT) provides a method for checking the status and integrity of any McAfee®

hardware appliance based on an Intel platform. The IDT contains a set of Intel Platform ConfidenceTests (PCT), a System Event Log (SEL) viewer, and System Information Retrieval Utility (Sysinfo —used for collecting the system information).McAfee hardware appliances based on Intel platforms use various Intel motherboards (systemboards). Each type of motherboard requires a specific version of the tools. The IDT contains allnecessary versions, and automatically selects the correct version for your appliance.

This document provides information about the IDT, including instructions for running diagnostic tools,and for installing the IDT tool on removable media.

Before you beginFind or create the Intel Diagnostic Tool USB drive or CD.Some McAfee appliances ship with the IDT media and some do not. Check the contents sheet includedwith your shipment to see if it is included.

If your shipment did not include IDT media, or if you want to obtain another copy, download the IntelDiagnostic Tool image. Use it with your own desktop tools to create an IDT USB drive or CD.

What IDT doesYou can use the IDT anytime you suspect your appliance has a hardware problem. The IDT runs aseries of tests against the applicable hardware to evaluate its operating condition and diagnosespecific issues. The IDT does not repair any hardware error condition. It diagnoses hardware problemsand reports them in detail.The IDT is an offline diagnostic tool.

While you are running the IDT, your appliance is offline and not processing any customer networktraffic. The appliance requires a warm restart to enter the IDT, then a cold restart to return to normaloperation.

The diagnostic tests are performed only if McAfee Support requests them, in situations where theysuspect the appliance hardware has encountered a problem.

The IDT includes the following diagnostic tools:

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• Platform Confidence Test (PCT) — This tool diagnoses issues with low-level electronic componentsin your system, including the CPU and RAM. It does not test the integrity of disc drives.

• System Event Log viewer (SEL) — This tool displays the hardware-level messages that have beenreported about electronic components in your system. These include error messages, warningmessages, and routine notifications.

• SysInfo Report — This tool collects hardware information from the system and creates an outputlog file.

The Platform Confidence TestsThe PCT runs two types of tests: Quick and Comprehensive. They differ only in the level of testingthey perform. However, McAfee strongly recommends that you always run the Comprehensive test, orif time allows, the Comprehensive test with looping.

The Quick test is not guaranteed to diagnose all issues. The Comprehensive test provides the highestconfidence test results.

McAfee-supplied USB drives also contain PCT tool instructions and explanation of the test modules.

On some platforms, not every component inside the appliance is tested. For example, on someplatforms the serial port is disabled.

The IDT media cannot normally be run using the Remote Management Module (RMM), because the NICports can be reset and the remote connection lost.

The PCT runs in two stages, requiring you to press Enter for each stage.

1 The first stage is the configuration. The PCT examines the system and collects information, thendisplays it.

2 Press Enter again.

You must press Enter to confirm the findings for step 1, and to run the second stage.

3 The real diagnostic tests run.

PCT Quick testsThe Quick test is not guaranteed to diagnose all issues. For the highest confidence test results, McAfeerecommends running the Comprehensive test whenever time allows.

The duration of the quick test depends upon the number of processors and the amount of memoryinstalled. Time requirements vary based upon the appliance model tested. You can stop the processearly by pressing Esc, then pressing F10.

PCT Comprehensive testsThe duration of the Comprehensive test depends upon the number of processors and the amount ofmemory installed. The video tests drive the monitor with what appear to be random test patterns.Time requirements vary based on the appliance model tested. You can stop the process early bypressing Esc, then pressing F10.

PCT Comprehensive test with continuous loopingThe Comprehensive test with continuous looping is identical to the Comprehensive test, but itcontinually loops through the tests until you stop it. Press Esc, then press F10. Some errors areintermittent and do not appear in a single pass. This mode is a good method for identifying theseintermittent failures.

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When you halt the continuous looping test, the normal test results summary appears, but the statusreflects the sum of all tests. If a test failed one or more times during the run, it reports as failed.

Creating an Intel Diagnostic Tool USB drive or CDIf your shipment did not include an Intel Diagnostic Tool USB drive or CD, or to obtain another copy,you can download the Intel Diagnostic Tool .iso file (CD image) or .zip file (USB image).To download the IDT .iso file or .zip file, go to https://mysupport.mcafee.com.

If you have the IDT media that shipped with your appliance, skip this section, and continue to “Usingthe Intel Diagnostic Tool”.

McAfee® recommends that you create a diagnostic USB drive, rather than a CD.

The IDT saves a log file to the USB drive, allowing you to transfer the log file to another computer.This process is not possible with an IDT CD. Also, CDs are not supported on some appliances, and theyrun slowly on all appliances. Use a USB drive unless your company policy specifically disallows USBdevices.

PrerequisitesTo create IDT media, you need the following items:

• An x86-based computer (not the McAfee appliance) that has optical disc authoring software

• A USB port (for creating an IDT USB tool), or a CD-RW drive (for creating an IDT CD tool)

• One of the following types of media to create the Intel Diagnostic Tool

• A blank CD-R disc

• USB drive with at least 512-MB storage capacity.

Create the IDT mediaFollow this process to create the Intel Diagnostic Tool on a USB drive or a CD.The media you create with this process holds the actual IDT tool, ready to run on your McAfeeappliance. Create a USB memory stick if possible, since the USB version saves the log file.

Task1 From the McAfee Downloads website, download the IDT tool in the proper format for the type of

media you want to produce.

• CD — Download the .iso image.

• USB drive — Download the .zip file.

2 Write the IDT to the selected media.

• CD — Use your desktop tools to burn the .iso image to a CD.

• USB drive — Use native desktop tools to format, then unzip the .zip file to the USB drive.

Using the Intel Diagnostic ToolUsing the IDT includes five independent actions that might be required in different orders.The actions described in this section are:

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• Starting the Intel Diagnostic Tool • Running the Platform Confidence Test

• Running the System Event Log viewer • Restarting the appliance

• Running the SysInfo report

To run the tool, you must already have a complete version on either a USB drive or a CD. The IDT isshipped as a USB drive or CD accessory with most McAfee hardware appliances that are based on anIntel platform.

Save the SEL log before running PCT to avoid loss of these potentially important log messages.

Start IDTBefore you attempt to run tests or view the SEL, follow this process to properly start the IDT.

Task1 Prepare your appliance.

a Ensure that the appliance is not connected to a network.

To run a comprehensive test on the NIC ports, use a crossover cable to connect any networkport to another port on the same system.

b Connect the appliance to a monitor and a keyboard.

c Remove any USB and CD media from the appliance.

d Insert the IDT media into the appliance.

2 [Optional: Firewall only] Disable Console Redirection.

The Firewall operating system requires that you set the Console Redirection baud rate to 9.6K. If you tryto use the IDT (even with a keyboard and monitor), it is slow. Increase the speed and performancefor the IDT by disabling Console Redirection.

a Restart your appliance.

b Press F2 to start up into the BIOS.

c Navigate to the Server Management tab.

d Select Console Redirection and press Enter.

e Change the Console Redirection setting from COM1 to Disabled.

f Press F10 to save your changes and exit.

The system begins to restart.

g As soon as the system begins to restart, press CTRL+ALT+DELETE to restart again.

You can continue starting the IDT.

3 Turn on or restart the appliance.

Ensure that the IDT media has been installed before starting.

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4 To start the IDT, access the one-time startup settings.

If a startup menu option appears, press the associated key.

For most appliances, this is F6. A few others require F2, instead.

If your appliance does not have a startup menu, press the appropriate key to enter systemsettings, then select the Boot Manager tab.

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5 From the list of startup options, select EFI Shell or Internal EFI Shell.

Do not select the USB drive or the CD drive.

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The EFI shell starts and a countdown timer appears. When the countdown is complete, the IDTmain menu appears.

Wait for the countdown to finish. Do not press any key.

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Run all testsUse this process to run all three of the available tests in proper order.

Task1 At the command prompt on the diagnostic tool menu screen, type all. Press Enter.

The All-in-One Test: Introduction screen appears.

2 To continue with the tests, press any key except Q.

The tests run in the order shown on the screen.

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3 Interact with each of the tests as requested by the information screens.

When all tests have completed, the All-in-One: All Done screen appears.

4 To complete the tests, press any letter except Q.

When the IDT main menu appears, remove the media.

5 Restart your appliance, following the prescribed procedure.

View the System Event LogUse this process to view and save the System Event Log (SEL) to the USB drive.

You cannot save the System Event Log to a diagnostic CD.

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Task1 To run the SEL, at the fs0:\> command prompt, type the sel command and press Enter.

The main SEL Report screen opens.

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2 Press any letter except Q to access the SEL Viewer.

The SEL Viewer menu appears. The top menu bar is in the File mode by default.

3 If required, press Tab to navigate to each area of the report screen.

4 When the message is selected, use the arrow keys to scroll.

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5 Copy the logs to the USB drive by selecting File | Save As. Save with the file name report.sel.

A confirmation message appears, and the report is copied to the USB drive.

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6 [Optional] If you believe that the SEL shows a hardware problem, provide the SEL log files toMcAfee Support.

7 Exit the SEL option by selecting File | Exit.

The IDT menu appears.

When your process is complete, you must follow the defined process for restarting your appliance. Thisis essential.

Run the SysInfo ReportUse this process to run the SysInfo Report and produce an output log.

Task1 To run the SysInfo Report, at the fs0:\> command prompt, type the sysinfo command and press

Enter.

The SysInfo Report screen appears.

The license screen appears.

2 Press Y and Enter to accept the license and continue.

The SysInfo Report runs.

3 When SysInfo completes, the log files are copied to the USB (if applicable). Press any key except Qto exit.

The IDT menu appears.

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Run the Platform Confidence TestFollow this process to run the PCT.

Before you beginOn some platforms, PCT purges the event log. It is critical that you save the System EventLog before you run the PCT.

Task1 To run the PCT, at the fs0:\> command prompt, type the pct command and press Enter.

The PCT Test screen appears.

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2 Press any key except Q to continue.

The PCT license agreement page appears.

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3 Press any key to accept the license agreement.

The EFI PCT starts, then the Platform Confidence Test Options menu appears.

4 Select the test you want to run, then press Enter.

The first step of the PCT inventories all present hardware options. This process can take severalminutes. When it finishes this inventory, the information collected appears.

5 When the hardware configuration test ends, page through the results. Then press Enter tocontinue.

The hardware test runs. When it is complete, the Test Result Summary page appears.

6 Review the test results. When you have finished, press Enter.

The Platform Confidence Test Options menu appears.

7 To exit the Platform Confidence Test utility, select Exit and press Enter.

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8 When prompted, press any key except Q to continue.

If you are using a USB drive, the log file is copied to the USB drive. The file name is result.log.

9 [Optional] To view the log file created by the hardware test, at the fs0\> command prompt, run thecommand edit fsz:\result.log.

10 [Optional] If you believe that the test has diagnosed a hardware problem, provide the result.log filecreated by the hardware test to McAfee support.

When testing is complete, follow the defined process for restarting your appliance. The specific processis essential.

Restart your applianceFollow this process to return your appliance to normal configuration.

When all testing is complete, turn off and unplug your appliance for at least one minute. This step isnecessary because PCT changes the state in many onboard devices, and the power rest and recyclereinitializes these components correctly. Do not take a shortcut by only resetting the box.

Task1 Remove the IDT USB drive or CD from the appliance.

2 If you used crossover cables to connect network ports on the appliance, disconnect these cables.

3 Press the power button to turn off the appliance.

4 Disconnect the power cable.

This step is necessary.

5 Wait at least one minute with the power disconnected.

6 Reconnect the power cable.

7 Reconnect the appliance to the appropriate networks.

8 Press the power button to turn on the appliance

The appliance starts.

9 [Firewall only] If you disabled Console Redirection, reset it to COM1.

a Restart your appliance.

b Press F2 to start up into the BIOS.

c Navigate to the Server Management tab.

d Select Console Redirection and press Enter.

e Change the setting from Disabled to COM1.

f Press F10 to save and exit.

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TroubleshootingWhen you use the IDT, you might encounter issues that you can resolve on your own.

The examples included here illustrate some of those issues and their solutions.

IDT does not boot correctly

The most common user error is to attempt to boot from the IDT USB drive or the IDT CD. The IDTmedia are not bootable.

Solution:

1 During the reboot process, press F6 to access the Boot Selection Menu.

2 Select EFI Shell.

3 EFI will boot, automatically detect the USB drive or the CD, and start the IDT.

The tool runs, but hangs

Appliances with more than 32GB of RAM take a very long time to run PCT. Other appliance sometimeshang, usually with SysInfo.

Solution:

1 Press and hold the power button for six seconds to power off the appliance.

2 Unplug the power cable(s), wait for three minutes, and re-plug the power cables.

3 Power on, and boot into EFI.

4 Run SysInfo before you run any other test.

The SEL runs, but no other tool runs afterwards

This error occurs with some of the newer BIOS.

Solution:

1 On the IDT line:

• Type reset, or

• Power off and power on to reboot.

2 Run SEL, then reboot.

3 Run SysInfo, then reboot.

4 Run PCT.

This process is time consuming, but it effectively resolves the issue.

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