HP Insight Remote Support 7.0.5 - Cannot Register Hosting Device With HP...

[mc1903-1]

Hi,

I am having trouble registering my hosting device with HP...

My initial 'check connectivity' works (HP Connection Status: Connected), but the Register Hosting Device repeatedly fails.

I have tried the suggested browser connectivity tests (IE 8) to https://services.isee.hp.com/version/index.html and these all work... I appreciate the the IRS 7 application is running in a Local Systems context and my browser is running in a Domain User context, so it is possible for one to work and the other to fail...

I have found the following logfile (extract below) but it does not explain WHY the registration fails... Is there a way from the command line to run the registration and view/log the output..?

I am sure I have unrestricted SSL/HTTPS connectivity from the server and I am not going via a proxy (I don't have one!)...

Can any one help..?

Thanks

05 Oct 2012 11:32:05.869 JettyServer[qtp10915800-10] INFO  c.hp.uca.auth.UCAWindowsLoginModule - Authentication succeeded for user: HPIRSSSVR\HP-IRS-Admin
05 Oct 2012 11:32:06.119 JettyServer[qtp10915800-24] INFO  org.bibeault.frontman.CommandBroker - executing command loadUserInterface (com.hp.uca.ui.commands.LoadUserInterface)
05 Oct 2012 11:32:06.540 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:32:12.446 JettyServer[qtp10915800-24] INFO  org.bibeault.frontman.CommandBroker - executing command viewWizards (com.hp.uca.ui.commands.ViewWizards)
05 Oct 2012 11:32:16.540 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:32:17.274 JettyServer[qtp10915800-17] INFO  org.bibeault.frontman.CommandBroker - executing command viewHostDeviceSetupWizard (com.hp.uca.ui.commands.ViewHostDeviceSetupWizard)
05 Oct 2012 11:32:26.544 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:32:36.543 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:32:46.543 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:32:56.543 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:33:00.683 IntegrationManager[AdapterManager] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [HpAdapter] reloadConfiguration()...
05 Oct 2012 11:33:00.714 IntegrationManager[AdapterManager] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [HpAdapter] reloadConfiguration(), done.
05 Oct 2012 11:33:01.714 IntegrationManager[AdapterManager] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [HpAdapter] reloadConfiguration()...
05 Oct 2012 11:33:01.746 IntegrationManager[AdapterManager] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [HpAdapter] reloadConfiguration(), done.
05 Oct 2012 11:33:06.543 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:33:09.746 IntegrationManager[AdapterManager] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [HpAdapter] reloadConfiguration()...
05 Oct 2012 11:33:09.761 IntegrationManager[AdapterManager] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [HpAdapter] reloadConfiguration(), done.
05 Oct 2012 11:33:13.761 IntegrationManager[AdapterManager] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [HpAdapter] reloadConfiguration()...
05 Oct 2012 11:33:13.793 IntegrationManager[AdapterManager] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [HpAdapter] reloadConfiguration(), done.
05 Oct 2012 11:33:16.542 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:33:26.542 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:33:36.542 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:33:46.542 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:33:56.542 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:34:06.542 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:34:16.542 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:34:26.542 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:34:36.542 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:34:46.542 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:34:56.557 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:35:06.557 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:35:16.557 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:35:26.558 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:35:36.558 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:35:46.558 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:35:56.558 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:36:06.558 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:36:16.558 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:36:26.558 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:36:36.558 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:36:46.558 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:36:53.714 HPRSMain[CommandWorker] INFO  c.hp.uca.hprsmain.util.CommandWorker - HPRS_EXECUTION runs OK
05 Oct 2012 11:36:53.714 HPRSMain[CommandWorker] INFO  c.hp.uca.hprsmain.util.CommandWorker - HPRS_INTEGRATION runs OK
05 Oct 2012 11:36:53.824 HPRSMain[ProcessMonitor] INFO  c.h.u.h.launcher.PostgreSQLLauncher - postgreSQL runs OK 
05 Oct 2012 11:36:53.839 HPRSMain[CommandWorker] INFO  c.hp.uca.hprsmain.util.CommandWorker - JETTY runs OK
05 Oct 2012 11:36:53.839 HPRSMain[CommandWorker] INFO  c.hp.uca.hprsmain.util.CommandWorker - WEBES runs OK
05 Oct 2012 11:36:56.558 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:37:04.652 IntegrationManager[DRMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [BSch_DRMgr-1] Rescheduled next event to now plus half an hour: 05.10.2012 - 11:07:04 GMT.
05 Oct 2012 11:37:06.574 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:37:16.574 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:37:26.574 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:37:36.575 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:37:46.575 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:37:56.575 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:38:06.576 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:38:16.577 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:38:26.579 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.
05 Oct 2012 11:38:36.587 IntegrationManager[RGMgr-1] INFO  c.h.u.i.a.hp.remotesupport.HpAdapter - [RGMgr-1] Triggered for self-registration.

[EricL]

Hi,

Unfortunately, the log extract you  have does not include the initial registration attempt/response, so it’s difficult to know what led to this state.  If Insight RS encounters a problem during registration, it will retry several times over the course of a few minutes and then fall back to a longer periodic retry.  It appears that the registration did not succeed initially and you are now in that longer periodic retry – if this is a transient issue (HP server problems, network lag, etc.) then this normally would be self-solving, but if it has been going on for some time, then there may be something else going on.  In addition to the log file itself, there is another place where the registration response is stored:

• In the C:\ProgramData\HP\RS\DATA\INTEGRATION\adapters\HpAdapter\sessions folder, you can see the registration responses returned by HP.  Look for any files named ‘UCARegistrationResult_MsgId[xxx].xml’ – these should give an idea of why the registration failed.  If it’s not clear what your next step might be, feel free to post the error response here and we can discuss further.

One other thing you might want to check is when the next retry will be performed.   To do this:

• In the C:\ProgramData\HP\RS\DATA\INTEGRATION\adapters\HpAdapter\config\HpAdapter.xml, you should see an entry like this:

<entry key="Registration.NextAttempt">24.09.2012 - 14:05:32 GMT</entry>

This indicates when the next registration attempt will happen.  If the date is in the past and you see a Token.Registration and Token.Gdid entry, then the registration has ultimately succeeded and you should be ready to continue the configuration wizard.  If not, the next formal attempt won’t be tried until the time in this file.  You can force a retry by re-entering the configuration wizard and selecting the ‘REGISTER WITH HP’ button.

If you cannot get this to work or are not comfortable supplying further details, please log a support case at http://www.hp.com/go/rstechsupport and the HP Insight RS support team will work with you directly.

[mc1903-1]

Hello Eric,

We ran a WireShark network trace and noticed that no SSL traffic was being generated during the 'Register with HP' task... It would try to register for upto 10 mins and then fail...

I installed IRS 7.x on a test VM at home and it was up and running within 10 minutes... I think there is something weird going on with the customers server OS and/or Network/Internet connection, so I have asked them to provide a clean 'hand installed' OS on a VM and I will try again later in the week...

If I encounter problems again, I will try to collect the .xml files you have suggested...

Thank you for your suggestions...

Martin

[mc1903-1]

Well installing on a vanilla VM made no difference...

Up until now I haven't given much thought to the underlying virtualisation platform - I just assumed that if the hypervisor supported the OS version required for IRS, then the IRS application would work...

Can anyone advise if IRS 7.0.5 works on Hyper-V..? Whilst rereading the whole installation/planning guides, I now noticed that only VMware Virtualisation is mentioned...

We have also found a Customer Advisory for IRSA 5.7 saying that a "Hyper-V Virtual CMS Cannot Be Registered on the HP Backend" (http://h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?lang=en&cc=us&taskId=110&prodSeriesId=3927992&prodTypeId=18964&objectID=c03452362)... Does this CA apply to IRS 7.0.5..?

If IRS is not capable of running on a Hyper-V VM, please can this be made very clear in a future release of the IRS documentation set (RED BOLD CAPS would make this 'small' issue standout)...

Thanks

Martin

[Pandora]

Hello

i have the same problem with the version 7.0.5.0193.

The registration last year works very fine, but in this year i cant register the RSA 7.05.0193 Version.

Internet Connection works. I tested it with 3 different Internet Connections without Proxy.

telnet services.isee.hp.com 443 

https://services.isee.hp.com/version/index.html

nslookup works fine.

I tested it with 2008 R2 DataCenter, Enterprise, Standard Version. All have the same problem :(

The error is:

Registration failed; Register: WebService error; The server sent HTTP status code 403: Forbidden

Regards

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[dennis_s]

My problem is slightly different but it is stopping me from registering my production machines. I have 2 CMS virtual machines, configured identically. VMWARE 5.0 ESX with Windows 2008 R2. I have installed SIM 7.1 and that is performing well on both machines. I then installed Insight Remote version 7.0.5. Thefirst CMC is working well. After installing Insight Remote on the second CMS, I cannot log into the application, post installation. I tried to use the browser on the VM and the windows 7 client browser and in both cases, I'm not able to log in.

I check the I-RS log and nothing unusual. I checked Windows Event log for the server and I see Event ID 1530 but my research does not yield and solutions. By the way, I can log into SIM on the system without issues.

HP Support could not provide and answer or even a lead but return me to M$ for assistance. I don't have any log on issue with any other application but I-RS.

Any help or musings would be helpful.

Thanks,

[KenMHP]

Event ID 1530 is a known issue, this occurs because Windows automatically closes any registry handle to a user profile that is left open by an application. Windows does this when Windows tries to close a user profile.

Please refer to following MS articles to fix it:

Event ID: 1530 may be logged in the Application log on a Windows Vista or newer computer http://support.microsoft.com/kb/947238 Event ID 1530 User Profile Service http://social.technet.microsoft.com/wiki/contents/articles/event-id-1530-user-profile-service.aspx

My initial thoughts are the user profiles local versus domain administrative rights. I would check the UPS and UAC (User Account Control) in the control panel click on users and ensure that UAC is turned all the way to minimum. If yes then I would be inclined to propagate the domain administrative rights to the local admin group or vice versa. Create a new user in both the domain admin and local admin accounts. Also check for registry errors on the profiles. Also confirm that the HP SIM adapter for IRS is installed, configured and running.

Hope this helps if you need further assistance or an in depth troubleshooting session please open a support case with HP

I am an HP Engineer

[NasaDave]

I have made several requests back in 5.x days. Even a developer request.

HP wouldn't give me a request number to rally other people into stating they want this feature.

HP has their thumb up their rear end about this problem.

It has to do with how the software verifies that it is installed on a legitimate server.

HP wants to make sure you install it on only HP Hardware.

Which is ridiculous since the service only supports HP Hardware and Contracts.

VMware they can pull the Hardware information.

Hyper-V they can NOT pull the Hardware information.

Supposedly there was a hack, but it didn't work when I tried it.

[EricL]

Well, I can say with certainty that HP Insight Remote Support doesn’t have any overarching plans against the use of Hyper-V or any other hypervisor - it is simply a matter of feature priority.  The reality is that Insight-RS does not pull hardware identifiers when run in a VM guest, but we do pull identifiers associated with the guest instance, which has to be done differently for each hypervisor vendor.  Ideally, we’d be able to interact with each type of hypervisor guest in the same way to pull the information we need, but the technologies haven’t reached this point yet and so extra development and testing is required for each additional vendor.

I appreciate the passion for Hyper-V.  I’m not sure what form of ‘request number’ you were looking for to rally support for this feature, but constructive discussions in the forum can certainly help boost the visibility and urgency for this type of feature.

Thanks,

Eric

[Frank Verstraten]

Had the same problem.

Removed network teaming and all went fine.