Instructions Revision B

Intel Diagnostic Tool for McAfee Appliances version 2.0

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 Confidence Tests (PCT) and a System Event Log (SEL) Viewer. ®

McAfee hardware appliances based on Intel platforms use one of a variety of different Intel motherboards (system boards). Each type of motherboard requires a specific version of the PCT; the IDT contains all the necessary versions and automatically selects the correct version for your appliance. This document provides information about the IDT, including instructions for running diagnostics and for creating removable diagnostic media. Some or all this information is available in the McAfee KnowledgeBase. See •

KnowledgeBase article KB71860 — "How to create an IDT CD or IDT USB tool"

•

KnowledgeBase article KB71861 — "How to use the Intel Diagnostic Tool for troubleshooting hardware issues"

Before you begin Find or create the Intel Diagnostic Tool USB memory stick or CD. Some McAfee appliances ship with the IDT media and some do not. Check the contents sheet included with 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 Intel Diagnostic Tool Installer. Use it to create your own IDT USB memory stick or CD.

•

Follow the instructions in this document to use the IDT media to run hardware diagnostics on your appliance.

See also Creating an Intel Diagnostic Tool USB memory stick or CD on page 3 Using the Intel Diagnostic Tool on page 8

1

What IDT does You can use the IDT anytime you suspect your appliance has a hardware problem. The IDT runs a series of tests against the applicable hardware to evaluate its operating condition and diagnose specific issues. The IDT also enables you to view and save the System Event Log (SEL). The IDT is an offline diagnostic tool. While you are running the IDT, your appliance will be offline, and not processing any customer network traffic. The diagnostic tests are usually performed only if they are requested by McAfee Support, in situations where they suspect the appliance hardware has encountered a problem. IDT is a collection of diagnostic tools. The tools intended for customer use include: •

Platform Confidence Test (PCT) — This tool tests and diagnoses issues with low‑level electronic components in 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 been reported about electronic components in your system. These include error messages, warning messages, and routine notifications.

The PCT can run two types of tests — Quick and Comprehensive. They differ only in the level of testing they perform. However, McAfee strongly recommends you always run the Comprehensive test, or if time allows, the Comprehensive test with looping. The Quick test is not guaranteed to diagnose all issues. The Comprehensive test provides the highest confidence test results.

McAfee‑supplied USB memory sticks also contain PCT tool instructions and explanation of the test modules. On some platforms, not every component inside the appliance will be tested. For example, on some platforms the NIC test is disabled. The IDT media cannot normally be run remotely using the Remote Management Module (RMM) because the NIC ports can be reset and the remote connection would be lost.

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

The first stage is the configuration. The PCT examines the system and collects information, then displays it.

•

When you press Enter again, the real diagnostic tests run.

PCT Quick tests The quick test suite performs a subset of the available tests. It checks for major component issues, such as bad processor, bad memory, and so forth. It identifies the processor type and speed, and the number of processors present, and it identifies the base and total memory sizes and external L2 cache size. The Quick test is not guaranteed to diagnose all issues. For the highest confidence test results, McAfee recommends running the Comprehensive test whenever time allows. The duration of the quick test depends upon the number of processors and the amount of memory installed. Testing has shown the following approximate durations for the PCT Quick test. •

Configuration stage — approximately 2 minutes

•

Testing stage — approximately 6 minutes.

Time requirements vary based on the appliance model tested. You can stop the process early by pressing the Escape key, then pressing F10.

2

PCT Comprehensive tests The comprehensive test suite checks the same items as the quick test, but in greater depth. Additionally, it identifies the keyboard and mouse, the COM ports, the LPT port, and the onboard video controller with its memory. The system identifies drives attached to any SAS/SATA/SCSI controllers, not just the onboard controller. The duration of the comprehensive test depends upon the number of processors and the amount of memory installed. The video tests drive the monitor with what appear to be random test patterns. Testing has shown the following approximate durations for the PCT Comprehensive test. •

Configuration stage — approximately 25 minutes

•

Testing stage — approximately 30 minutes.

Time requirements vary based on the appliance model tested. You can stop the process early by pressing the Escape key, then pressing F10.

PCT Comprehensive test with continuous looping The comprehensive test with continuous looping is identical to the comprehensive test, but it continually loops through the tests until you stop it by pressing the Escape key, then pressing F10. Some errors are intermittent and will not appear in a single pass. This mode is a good method for identifying these intermittent failures. When you halt the continuous looping test, the normal test results summary displays, but the status reflects 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 memory stick or CD If your shipment did not include an Intel Diagnostic Tool USB memory stick or CD, or if you need to obtain another copy, you can download the Intel Diagnostic Tool Installer .iso image from the McAfee Technical Support web page. If you have the IDT media that shipped with your appliance, skip this section and continue to “Using the Intel Diagnostic Tool”.

The Intel Diagnostic Tool Installer is a software program that creates diagnostic USB memory sticks and CDs. It is not the Intel Diagnostic Tool. McAfee recommends that you create a diagnostic USB memory stick, rather than a CD disc.

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

Prerequisites To create IDT media, you need the following items: •

An x86‑based computer (not the McAfee appliance) that has: •

At least 1 GB of RAM

•

A CD‑RW drive, if you plan to create an IDT CD

•

Optical disc authoring software

3

•

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 memory stick with at least 512 MB storage capacity The Installer formats the USB stick. Ensure the memory stick does not contain data that you need to keep.

Create an IDT Installer CD Follow this process to create the Intel Diagnostic Tool Installer media. The IDT Installer is not the tool itself. Rather it is a software program that creates the IDT media you need. Task 1

2

Download the Intel Diagnostic Tool Installer. a

In your web browser navigate to www.mcafee.com/us/downloads.

b

Enter your grant number, if required, then navigate to the appropriate product and version.

c

Download the Intel Diagnostic Tool Installer .iso file.

Use optical disc authoring software to write the IDT Installer .iso image to a CD‑R disc.

You have the IDT Installer software ready to use to create the Intel Diagnostic Tool on a USB memory stick or a CD. Alternatively, the IDT Installer .iso file will run in VMware. For details about this, see KnowledgeBase article KB71860.

Create the IDT USB or CD Follow this process to create the Intel Diagnostic Tool media. Before you begin Before you can create the tool media, you must have created the IDT Installer CD. The media you create with this process holds the actual IDT. Create a USB memory stick IDT if possible, since the USB version saves the log file. You can access Installer Help by typing h at the prompt and pressing Enter.

4

Task 1

Insert the IDT Installer CD into a computer that meets the specified requirements.

2

Restart the computer, and boot it from the IDT Installer CD.

When the system completes the boot process, the Install Menu displays.

5

3

After the menu appears, insert blank removable media you want to use into the computer.

•

To create the IDT on a USB memory, insert a memory stick into one of the USB ports.

•

To create the IDT on a CD, remove the IDT Installer CD that you just booted, and insert a blank CD in the computer's CD drive. After you insert the media, wait at least five seconds to allow the operating system to detect it.

6

4

At the IDT Installer menu, select the option that corresponds to the type of removable media you are using, then press Enter.

5

Follow the prompts that appear.

At the end of this process, you have the IDT on a removable medium, ready for use with your appliance. See also Prerequisites on page 3

7

Using the Intel Diagnostic Tool Using the IDT includes four independent actions that may be required in different orders. The four actions described in this section are: •

Starting the IDT

•

Running the PCT test

•

Running the SEL viewer

•

Restarting the appliance

In order to run the tool, you must already have a complete version on either a USB memory stick or a CD. The IDT is shipped as a USB drive or CD accessory with most McAfee hardware appliances that are based on an Intel platform. PCT exercises all the components in the box. Part of the expected behavior is to test and erase the System Event Log (SEL). For diagnostic purposes, the SEL log should be saved prior to running PCT to avoid loss of these potentially important log messages.

Start IDT Before you attempt to run tests or view the SEL, follow this process to properly start the IDT. Task 1

Prepare your appliance. a

Ensure the appliance is not connected to a network. If you want to run a comprehensive test on the NIC ports, use a crossover cable to connect any network port to another port on the same system. On some platforms, the NIC test is disabled.

2

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.

[Optional: Firewall only] Disable Console Redirection. The Firewall operating system requires that you set the Console Redirection baud rate to 9.6K. If you try to use the IDT (even with a keyboard and monitor), it will be very slow. Increase the speed and performance for the IDT by disabling Console Redirection.

8

a

Reboot your appliance.

b

Press F2 to boot 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 will start to reboot.

g

As soon as the system starts to reboot, press CTRL+ALT+DELETE to reboot again. You can continue starting the IDT.

3

Power up the appliance, or reboot it if it is running. Be sure the IDT media has been installed before starting.

4

To start the IDT, access the one‑time boot settings.

If a boot 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 boot menu, press the appropriate key to enter system settings, then select the Boot Manager tab.

9

5

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

Do not select the USB drive or the CD‑ROM drive.

10

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

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

11

Run the Platform Confidence Test Follow this process to run the PCT. Before you begin When you run the PCT, the tool clears the event log. It is critical that you save the System Event Log before you run the PCT. Task 1

To run the PCT, at the fs0:\> command prompt, type the pct command and press Enter. The PCT license agreement page appears.

12

2

Press any key to accept the license agreement. The EFI PCT starts, then the Platform Confidence Test Options page appears.

3

Select the test you want to run, then press Enter. The first step of the PCT inventories all present hardware options. This can take several minutes. When it finishes this inventory, the information collected displays.

4

When the hardware configuration test ends, page through the results. Then press Enter to continue. The hardware test runs. When it is complete, the Test Result Summary page appears.

5

Review the test results. When you have finished, press Enter. The Platform Confidence Test Options page appears.

6

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

7

When prompted, press a key (do not press Q) to continue. If you are using a USB memory stick, the log file is copied to the USB memory stick.

8

9

[Optional] View the log file created by the hardware test. •

On the diagnostic USB stick, run the command edit fsz:\result.log or insert the stick into another computer.

•

On the diagnostic CD, run the command edit fsz:\result.log.

[Optional] If you believe the test has diagnosed a hardware problem, provide the log file created by the hardware test to McAfee Support. When testing is complete and you have exited IDT, it is essential that you follow the defined process for restarting your appliance.

See also View the System Event Log on page 14

13

View the System Event Log Use this process to view and save the System Event Log (SEL) to the USB memory stick. You cannot save the System Event Log to a diagnostic CD. Task 1

To run the SEL, at the fs0:\> command prompt, type the sel command and press Enter. The SEL Viewer menu appears. The top menu bar is in the File mode by default.

2

Press Tab to move to the log message list.

3

Use the arrow keys to select the log entry you want to view. You can use Tab to navigate across the log entry to see the entire report.

14

4

Copy the logs to the USB stick by selecting File > Save As.

A confirmation message appears, and the report is copied to the memory stick.

15

5

[Optional] If you believe the SEL shows a hardware problem, provide the SEL log files to McAfee Support.

6

Exit the SEL option by selecting File > Exit or by pressing q. The IDT menu appears. When your process is complete and you have exited IDT, it is essential that you follow the defined process for restarting your appliance.

Restart your appliance Follow this process to return your appliance to normal configuration. When all testing is complete, you must power down and unplug your appliance for at least one minute. This is necessary because PCT changes the state in many on‑board devices, and the power rest and re‑cycle is needed to re‑initialize these components correctly. Please do not take a shortcut by only resetting the box.

Task 1

Remove the IDT USB stick 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 power off the appliance.

4

Disconnect the power cable. This step is necessary!

16

5

Wait at least one minute with the power disconnected.

6

Reconnect the power cable.

7

Reconnect the appliance to the appropriate networks.

8

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

Reboot your appliance.

b

Press F2 to boot 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.

Copyright © 2012 McAfee, Inc. Do not copy without permission. McAfee and the McAfee logo are trademarks or registered trademarks of McAfee, Inc. or its subsidiaries in the United States and other countries. Other names and brands may be claimed as the property of others. 0B00

17