The Rescue Team is very excited to announce the support for Intel vPro enabled devices (there is no extra cost associated with this feature). For those not familiar, vPro is a special processor developed by Intel that allows for remote access connections at the hardware level via Intel Endpoint Management Assistant (Intel EMA) and Intel Active Management Technology (Intel AMT) provisioned devices.
Regular remote support tools connect to the operating system, but by connecting to the hardware at a deeper level, support agents can resolve issues for devices that would otherwise be unreachable – such as not being powered on, or no functioning operating system is installed. This is referred to as “out-of-band” support as it occurs outside of the operating system and outside normal operating conditions. With the ability to connect to vPro devices, agents can perform actions like waking the device up, connect directly to the BIOS to perform firmware or configuration updates, resolve “blue screen of death” errors, troubleshoot BitLocker security key issues, or resolve other issues outside of the operating system – unlocking massive capabilities to remotely solve issues for devices that would normally have to be shipped back to a service desk! Check out this handy guide for further explanation!
Customer must already have an Intel Endpoint Management Assistant (Intel EMA) server (this is the infrastructure that facilitates the connection to the vPro device)
Devices must be equipped with Intel vPro Enterprise processors.