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How to deploy the Minimum Escalation Requirement (MER) tool with ePolicy Orchestrator (ePO-MER)
Technical Articles ID:   KB69308
Last Modified:  10/11/2019
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Environment

McAfee ePolicy Orchestrator (ePO) 5.9.x
McAfee Minimum Escalation Requirement (MER) tool

Summary

ePO-MER is an ePO deployable version of WebMER. The WebMER tool collects the following McAfee product data from your computer so that Technical Support can analyze and resolve the problem.

The information collected includes:
  • Event logs
  • File version details
  • Files
  • Process details
  • Registry detail

Solution

Contents
Installation Information about new installations
Updating Content Updating content for existing installations
Configuration Information to configure the policies
Deployment Deployment to endpoints
Running MER task Information about running a MER task


Installation

  1. Download the ePO-MER Deployment package:
    1. Browse to https://support.mcafee.com/epomer. If you are not logged on, log on to the ServicePortal.
    2. Select I accept the End User License Agreement.
    3. Click the ePO-MER Deployment Package and click Download to download MER_FOR_EPO.zip.
       
  2. Unzip MER_FOR_EPO.zip to a location that is accessible from the ePO console. The .zip file contains the following files:
    • MER-FOR-EPO-x.x.x-DEPLOYMENTPKG.zip (MER Deployment package)
    • MER-FOR-EPO-x.x.x-POLICYMANAGEMENT.zip (MER Extension)
       
  3. From ePO, check in the Deployment package:
    1. Click MenuSoftware, Master Repository, and then click Check In Package.
    2. When you see the Check In Package wizard, select the package type, and browse to and select the package file MER-FOR-EPO-x.x.x-DEPLOYMENTPKG.zip.
    3. Click Next to display the Package Options page. 
    4. In the Branch section, select the branch you want (Current or Evaluation).
    5. In the Options section, select Move the existing package to the Previous branch.
    6. Click Save to check in the package and wait while the package checks in. You see the new package in the Packages in Master Repository list on the Master Repository tab.

  4. Install the Policy Management package:
    1. Click ConfigurationExtensions, and click Install Extension.
    2. When you see the Install Extension dialog box, click Browse, select the extension MER-FOR-EPO-x.x.x-POLICYMANAGEMENT.zip, and click OK.
    3. Verify that you see the product name in the Extensions list.

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Updating Content

  1. Download the ePO-MER Update:
    1. Browse to https://support.mcafee.com/epomer. If you are not logged on, log on to the ServicePortal.
    2. Select I accept the End User License Agreement.
    3. Click the ePO-MER Update Package and click Download to download MER_FOR_EPO_Update.zip.
       
  2. From ePO, check in the Update package:
    1. Click Menu, Software, Master Repository, and then click Check In Package.
    2. When you see the Check In Package wizard, select the package type, and browse to and select the package file MER_FOR_EPO_Update.zip.
    3. Click Next to display the Package Options page.
    4. In the Branch section, select the branch you want (Current or Evaluation).
    5. In the Options section, select Move the existing package to the Previous branch.
    6. Click Save to check in the package and wait while the package checks in. You see the new package in the Packages in Master Repository list on the Master Repository tab.

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Configuration
Define policies for executing the MER and uploading the output file.

  1. To save the MER file, open the policy and decide on a location:
    1. To configure FTP and Anonymous FTP, enter the URL as either ftp://<ftpserver>/<subfolder> or <ftpserver>/<subfolder>, because ftp:// is automatically added to the beginning of the server URL. Any subfolder must be included in the URL. Because the upload is from the client system, it must have connectivity to the server. To verify the FTP user name and password configuration, use Verify Credentials.
    2. To configure UNC, enter the server path as either \\<server>\<subfolder> or <server>\<subfolder>, because \\ is automatically added to the beginning of the server URL. Any subfolder must be included in the URL. Because the upload is from the client system, it must have connectivity to the server. To verify the UNC user name and password configuration, use Verify Credentials. A domain account is needed for UNC and must be in the format of domain\user
    3. By default, the file is saved on the client in the following location: %AllUsersProfile%\Application Data\McAfee\Supportability\MER for ePO
    4. Save the policy and apply it to the group or groups where the MER tool is to be deployed.

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Deployment

To complete the following procedure, see the "Deployment Tasks" section in the Product Guide for your ePO version.
For McAfee product documents, go to the Enterprise Product Documentation portal at https://docs.mcafee.com.
  1. From the ePO console, create a Product Deployment client task.
  2. Apply this task to the group or groups to which you want to deploy the MER tool.
  3. After the MER tool package is deployed, create an Update Task to install the Service Pack (MER Update package - MER_FOR_EPO_Update.zip).

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Running MER task
  1. Create a client task called Run MER. The client task type is ScanTask (MER for ePO x.x.x)
  2. If you are using Run Client Task Now, set the Stop Task on the Client After: Value to 24 hours.
  3. Select Update MER data to Technical Support, and enter your SR number and email address to automatically upload the data to your SR
  4. After the task has run on the client, the results file is created in the location specified in the policy. The file is uploaded to Technical Support, if the SR is provided
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