Support Intel® vPro Windows Systems

Using Intel® Active Management Technology, privileged representatives can support fully provisioned Intel® vPro Windows systems below the OS level, regardless of the status or power state of these remote systems. To use Intel® vPro support, you must have access to a Jumpoint with Intel® vPro enabled and must have the user account permission Allowed to control a computer using Intel® vPro Technology enabled.

Note: To support vPro systems, the Bomgar Appliance must be running software version 12.1 or greater. Prior to 14.2, it must have Enterprise licensing. Remote systems using vPro with AMT version 5 or higher may be supported with Bomgar.

Start a vPro Session

To start a session with an Intel® vPro system, open the Intel® vPro dialog from:

  • The Support menu of the representative console
  • The Intel® vPro button at the top of the representative console

 

Jump to Intel vPro System

Select a vPro-enabled Jumpoint from the dropdown, and then enter the hostname or IP address of the remote vPro system you wish to access. Click Jump. You may also need to enter a username and password.

The Jumpoint will detect the provisioned vPro hardware. If the credentials, provided during either the Jumpoint configuration or the Jump attempt, match the credentials of the vPro-provisioned system, the connection will be initiated.

 

vPro Consent Prompt

Depending on how the vPro computer is provisioned, you may be prompted to enter a user consent code before performing certain actions.

 

vPro User Consent Notice

If a consent code is required, a pop-up will appear on the remote screen. The customer must provide you with this code before you can gain hardware access.

 

Intel vPro Support

Once the connection is made, you will have control of the remote vPro hardware. You can then use the vPro session tools to support the remote system.

 

vPro Session Tools

Reset

Reset the vPro connection.

Power Options

Power off or power on the host machine. You may also reboot the host machine normally, to BIOS, to PXE, or to a selected disk image.

Disk Images

Select an ISO or IMG file to mount on the remote system. File location is set during Jumpoint configuration.

Disk Images

Start or stop viewing the remote system's display using KVM.

Send Ctrl-Alt-Delete

Send Ctrl-Alt-Delete to the remote computer.

Screenshot

While screen sharing, capture a screenshot of the remote screen or screens at their full resolution. Save the image file to your local system or to your clipboard. The capture action is recorded in the chat log with a link to a locally saved image; the link remains active even after the customer has left the session, but it does not persist in the Bomgar session report.

Select Display

Select an alternate remote monitor to display. The primary monitor will be designated by a P.

Scaled or Actual Size

View the remote screen at actual or scaled size.

Select Quality

View the remote screen in 2-bit gray scale for the lowest bandwidth consumption, 8-bit color for fast performance, 16-bit for a medium quality of image and performance, or 32-bit for the highest image resolution.

Full Screen

View the remote desktop in full screen mode or return to the interface view.

vPro Reboot Options in Bomgar Rep Console

From the Reboot menu, select Reboot and Enter BIOS to start the BIOS boot process on the remote vPro system. You will then have access to the BIOS for troubleshooting purposes.

Select Reboot Using PXE to boot the remote system using a network interface independently of data storage devices or installed operating systems.

 

Select Reboot Image

Reboot to a Disk Image uses IDE-R to boot the remote system to a specified ISO or IMG file.

Note that the remote system will display the screen exactly as you see it, even when booting to another image.