RMM FAQ

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Minimum Requirement of Agent

  • 1.1. Hardware

Advantech hardware with SUSI API support; SUSI API is required for Hardware Monitoring Management function to work normally.

The network connection must be enabled (LAN cable plugged) before installing RMM Server 

  • 1.2. Operating System
  • Windows Server 2012/2012 R2 64-bit (Limited support for System Protection/Recovery)
  • Windows Server 2008 32-bit/64-bit (Limited support for System Protection.Recovery)
  • Windows 10 IoT Enterprise 32-bit/64-bit
  • Window IoT Core 32-bit
  • Windows 8/8.1 32-bit/64-bit
  • Windows 7 SP1 32-bit/64-bit
  • Windows XP SP3 32-bit
  • CentOS 6.5 32-bit
  • Yocto
  • Other Linux by request
  • IDP 3.1 by request
  • 1.3. Memory requirement for Backup and Protectionm
  • Free memory need at least 800MB, or turn on the page file (disabled in WES by default) before installing.
  • 1.4. Software components
  • JRE 7.0 or above

Upgrade

  • SUSIAccess 3.0 can be upgraded through RMM installers, it's recommended to upgrade Server first and Server can dispatch the Agent installers to Agents for upgrading.
  • SUSIAccess 2.1 is not compatible with RMM, need to uninstall first and install RMM after a reboot.
  • The Console of SUSIAccess 2.1 for Signage will fail after upgrade to SUSIAccess 3.0 or RMM, this is because of the PostgreSQL of SUSIAccess for Signage will be overwritten by RMM Server, it's recommended to install these 2 version to separated computers.

Installation

  • It's known some Anti-Virus will block the installation, please disable it before installation.
  • RMM Server can be installed to a Virtual Machine (such as VMWare, VirtualBox), but you need to allocate at least 4GB memory and download the off-line JRE installer (around 28~30MB) and install it to VM manually in case VM can't download the JRE components for installation.
  • .Netframework 3.5 for Windows 8.1 and Windows Server 2012 can refer to https://support.microsoft.com/en-us/kb/2785188 (Win8.1) and https://technet.microsoft.com/en-us/library/dn482069.aspx (WinSvr 2012)
  • VMWare Workstation 12 Pro will cause PostgreSQL install fail, but VirtualBox and Hyper-V are OK.
  • If your system already installed PostgreSQL, please don't install RMM Server directly, it might damage your database. It's recommended to install RMM to a standalone machine or VM.

Management

  • RMM Server allows up to 3000 Agents for Atom platforms and more than 10000 for Core i platforms theoretically.

Hardware Monitoring

  • Due to architecture is different between SUSIAccess 2.1 and RMM, for notification of RMM, 1 account can set 3* e-mail and 3* phone number for SMS, but customers can set 100 accounts.
  • Because of RMM doesn't support RAID yet, so we can NOT check the HDD health for RAID.
  • If CPU temperature or voltage can't be shown on RMM webpage, please install proper SUSI4 to Agent (non-Advantech unit can't show it, either).

Remote On/off

  • Remote power on need to be enabled from both BIOS and OS, once you enable the WOL in BIOS, please also check the "Allow this device to wake the computer" and "Only allow a magic packet to wake the computer" in "Power Management" tab of your NIC Network Connection Properties (in Device Manager).
  • Once you set WOL, but your Agent PC can't endure standby overnight, you may WOL once at midnight.
  • Remote Power On/Off doesn't support a different network segment, it's recommended to use "Agent Mode" of WOL to assign an Agent in each network segment to wake up other Agents.
  • RMM can support today + 365 days for scheduling WOL.

Remote KVM

  • If some Agents respond slowly, please check the bandwidth of network, CPU & memory or usage of these Agents and if disk performance is low (disk full or bad sector), it may also cause it.
  • AMT KVM can only supported by Core i5/i7 (exclude i3) CPU and Q series chipset (exclude H or B series).
  • AMT KVM allow users to enter BIOS setup menu, but timing to press the "Del" key when POST is the key.
  • The FTP feature is banned in RMM's Remote KVM for security and simplified UI.
  • The UltraVNC of Agent is protected by a random password, users can't use it casually.

Backup & Recovery

  • If Acronis didn't be installed successfully, the button of Backup & Recovery will not work (gray out). If Acronis is installed, please uninstall and re-install it.
  • Acronis of RMM can be downloaded from http://downloadt.advantech.com/productfile/ess/InstallFile/Acronis/3.0/AcronisInstaller.exe for manual installing.
  • Acronis need a secure partition (ASZ) to backup your system, if your remaining space is less than your system footprint (at least 20GB), the ASZ will not be created.
  • When installing Acronis, the installer will resize the C:\ and shrink it to make a root for ASZ partition creating. And you can define the size (at least 20GB) of ASZ.
  • RMM will not backup your D:\ .
  • If the "F11" prompt doesn't be shown when POST, please run “acrocmd.exe activate asrm” on your Agent to enable it again.
  • Users can restore the OS through "F11" key of an Agent manually.
  • If users want to backup the OS image file in ASZ, the only way is press "F11" when POST and copy it out.
  • If your USB K/B or mosuse doesn't work after pressed "F11" when POST, please disable the XHCI hun in BIOS.
  • Agent will do fully backup at the first time, and it will be an incremental backup after that.
  • If users click the "Install" button of Backup & Recovery but system shows “Error: File not found!”, please check your RMM server to see the Acronis installer is in C:\Program Files (x86)\Advantech\RMM 3.1 Server\Apache_FTPServer\res\home\ or not, sometimes you need to download the Acronis installer and place it to that directory manually.
  • It’s known (https://kb.acronis.com/node/48584), Acronis can’t resize your Linux partition to create ASZ, so please reserve enough space (at least equal to your system partition) when installing your Linux OS.

protection

  • If you want to protect your Agents in intranet, you may download the McAfee installer from http://downloadt.advantech.com/productfile/ess/InstallFile/McAfee/3.0/McAfeeInstaller.exe and place it to C:\Program Files (x86)\Advantech\RMM 3.1 Server\Apache_FTPServer\res\home\
  • Advantech's McAfee Manager will conflict with RMM's "Protect" function. Once McAfee Manager executed, it will set a password for “solidification” automatically and RMM doesn’t not know it and lead a function fail. Please uninstall the McAfee and do “Protection” again through webpage.
  • This is a normal behavior if your Agent is Protected, you can uninstall the McAfee through "Programs and Features" in Control Panel.
  • When key in the S/N, you need to key in the Company Name, too.

Map

  • When a new device (Agent) was added without a recognizable address, it will be shown in the center of your current map, please click the “Edit” button in the left up corner of webpage and drag this icon of device to correct position.
  • If you can't see a thin on Map of Device Management, please contact with Advantech FAE to get a patch, this is because of Google changed its Map API in 2016 July.

Administration

  • If you forgot Admin's password to login, it's recommended to re-install Server, because of this password had hashed and stored with encrypted, not easy to restore.
  • Following TCP ports are needed to be allowed when running RMM Server:
           Connection:    80 or 8080 (HTTP)
           FTP:           2121 
           KVM1:          5500 ~ 5504
           KVM2:          5900 ~ 5904
           MQTT:          10001
           iAMT:          16992, 16994
  • If you are using IE11, you may connect to http://localhost/ instead of http://127.0.0.1/ to comply the restriction.
  • If you changed HDD of an Agent and cause Agent can't be shown on Server's webpage, it's recommended to delete and recreate it.
  • RMM Agent's network package size (~150 Byte) is much smaller than SUSIAccess 2.1's (~750 Byte).
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