HP SIM 6.0 Contract and Warranty Data Collection not working

[Jan Soska]

Hello all,
we have newly installed HP SIM 6.0 . Looks ok, we can add system etc... but Contract and Warranty Data Collection is not working. We are behind quite restricted firewall, but generally all http and https outgoing trafic has no problem. Does HP SIM require some special firewall rules?
THe exact error from Contract and Warranty Data Collection is: "Sending contract and warranty request to the hp.com back-end contract and warranty service using Service Essentials Remote Support Pack client.
There was no response from the Service Essentials Remote Support Pack client and/or the remote back-end contract and warranty service at hp.com. Verify the Service Essentials Remote Support Pack client service is running, properly configured and that the HP SIM server has access to the internet."

If I run connectivity test in Remote Support manager, it run great.

Jan

[Jan Soska]

I've updated SIM to latest 6.1:
Version: Systems Insight Manager 6.1 - Windows
Build version: C.06.01.00.00
Build date: 2010-06-22 11:29

but no change...

any ideas?

Jan

[marcelo berges]

do you have rsa/rss instaled?
if you do when you create a test incident does it connect with hp back end?

[Brad Cunningham]

You will need connectivity to the follwoing site via port 443

The software manager â RSSWMâ will need access to:
rsswm.policy.hp.com 15.193.24.60
rsswm.software.hp.com 15.193.24.61
For incident reporting we need to get to:
https://services.isee.hp.com/ 15.216.12.255

Marcelo is correct you will need to install the remote support advanced bundle whcih can be found at
https://h20392.www2.hp.com/portal/swdepot/displayProductInfo.do?productNumber=RSADVANCED

Make sure you read the release notes as well and the installation guide. This is a bit more complicated than clicking next a few times :)


http://h20000.www2.hp.com/bizsupport/TechSupport/DocumentIndex.jsp?lang=en&cc=us&taskId=101&prodClassId=10008&contentType=SupportManual&docIndexId=64255&prodTypeId=18964&prodSeriesId=3927992



Here in the States, HP does have dedicated teams that will provide assistance. Perhaps this is the same in your part of the world.

Enjoy
brad

[Jan Soska]

Problem fixed after deeper analyzis on our proxy - MS ISA. Proxy was blocking some trafic inside ssl outgoing comunication.

Solution:
1) disable proxy in HP SIM Options - Remote Support Configuration and Services - Proxy.
2) add host file to system with: 15.216.12.255 services.isee.hp.com
3) create static route on network switches (we do not have routed) to address above.

NOW works great.

[WhiteWolf]

Greetings Jan,

WE have recently installed HP SIM 6.1 with Remote Suport and WEBES 6 and are having the exactly same problem.

We are behind a checkpoint fwall and have no blocks on the access logs.

If i use the remote support gui all goes well but SIM cannot submit calls or access warranty data.

Can you please advise.

[Jan Soska]

Must be the same problem - chek deeply your firewall logs, our solution works. Try to bypas firewall somehow for testing - to comfirm it is firewall/proxy issue.

Jan

[WhiteWolf]

Greetinhs Jan,

It Wasn't the same thing in our case i ended up unistalling the Remote Support, did a manual removal of all directories, unistalled the MSSQL 2005 Webes Database and the installed it all back again.

Now the Warranty check works ok, and also the incident submiting.