topic Re: Unable to complete configuration of ISEE OpenVMS client in Insight Remote Support

Unable to complete configuration of ISEE OpenVMS client

roose — Thu, 07 Jun 2007 05:50:36 GMT

Hi, I would just like to ask around regarding our problem in setting up ISEE on one of our OpenVMS nodes.

Environment:
1. Prod server: AlphaServer ES80 on OpenVMS v7.3-2, TCP/IP v5.4 ECO 5, no browser installed
2. Test server: AlphaServer ES40 on OpenVMS v7.3-2, TCP/IP v5.4 ECO 5, with Mozilla browser installed
3. Servers are sitting behind a firewall with the proxy server on the other side

What we have done so far:
1. Opened port 80 on firewall to allow traffic from our production and test servers.
2. Installed and configured ISEE on test server and it is able to connect to isee.asiapac.hp.com/mots/motserv using a proxy account/password.
3. Test server is also able to display the ISEE screen with the node's details. Since we don't have maintenance on this server, we are not able to fully configure this to authenticate with HP.
4. Installed and configured ISEE on production server. Since there is no web browser on this node, we start the web browser from the test server and connect to our production server (http://s1a02:5060/start.html). So far, after getting the Motive login, and the "Starting HP instant support..." message, we get an "HTTP error 404" message. We are not able to get the page where we see the node's details as well as the link to configuring the installation.
5. Tried to test connectivity to HP ISEE server using telnet from our production node, but it seems that our telnet are not able to get out from our network (security setting, I believe).
6. nslookup and telnet to HP ISEE servers does not work from both the test node and production node.

Need help:
1. How can we test if we are indeed able to communicate with the HP ISEE server from our production node? Our network team says that the setting on the firewall is now the same with our test server, so, it should also be able to connect to HP ISEE.
2. How to configure the entitlement without using a web browser?
3. Go past the "Starting HP instant support..." message so that we can input the entitlement details?

I have attached the mad.log file from our production node for your reference. Thanks in advance for your help.

Re: Unable to complete configuration of ISEE OpenVMS client

roose — Thu, 07 Jun 2007 05:52:49 GMT

Additional info: we have also added the IP address of isee.asiapac.hp.com on our local host database (tcpip set host).

Re: Unable to complete configuration of ISEE OpenVMS client

Liem Nguyen — Thu, 07 Jun 2007 16:02:57 GMT

Hi,

You should be and must be able to "telnet isee.asiapac.hp.com 80", if this still doesn't work, you will need to work on the Firewall/Proxy issue.
I am sure you can do the same command on your Test Server.

Here is the error in mad.log:
070607 18:33:15.685 ERROR,[Comm] NetworkException (1): SYS$SYSDEVICE:[HF44._ASST
_CLASSIC.ASST_HTTPCLIENT.HTTPCLIENT]SOCKET.CPP;1:124 (60) connection timed out
Socket::connect(): socket() failed: isee.asiapac.hp.com (192.170.77.107)

This server is timing-out when trying to connect to HP.

One thing you can try is to edit ISEE$ETC:MOTPREFS and increase NETWORK_TIMEOUT=240, then stop/start hpservices.

Hope this help,

Re: Unable to complete configuration of ISEE OpenVMS client

roose — Tue, 12 Jun 2007 01:58:53 GMT

Liem Nguyen,

How important is the telnet availability for the ISEE function? This is only for testing connectivity, right? I thought that only HTTP is required for it to connect to HP servers? I am currently working with our network team in verifying how we can test connectivity using telnet from our production servers. From our test server, telnet does not work either but we are able to connect to the isee.asiapac.hp.com/mots/motserv website using the Mozilla browser. Again, I am closely working with our network team to identify what is it that still stopping us for our production servers to connect.

Just one other thing: I noticed in an ISEE documentation that says ODS-5 system disks are not supported. Does this mean that ISEE will not run if we install it ON the ODS-5 disk, or it will not run at all if we have an ODS-5 disk? Our system disks are ODS-5.

Re: Unable to complete configuration of ISEE OpenVMS client

Liem Nguyen — Fri, 15 Jun 2007 10:31:39 GMT

Hi,

Telnet to port 80 is only for testing connection (http uses port 80), if you can connect to motserv from Mozilla, then you're all set.

It could be something with Web Filtering application that might prevent ISEE to work, I've seen Websense and SurfLogic not allowing ISEE packages to go through.

ISEE should be fine with ODS-5 disk, check out the latest Install Guide.

Re: Unable to complete configuration of ISEE OpenVMS client

roose — Mon, 18 Jun 2007 03:14:57 GMT

Thanks for your help Liem. I have re-installed HP ISEE on the server, and now, I am able to reach the HP ISEE web page. However, I do not see or I am not being prompted with the Entitlement Information as per the documentation. I click on Configuration Options, then Company and get the pop-up window regarding an updated interface. However, after that, I only see the data that I have entered on my pre-configuration.

Any idea how I can force HP ISEE to present to me the Entitlement fields?

Thanks again for your help!

Re: Unable to complete configuration of ISEE OpenVMS client

roose — Mon, 18 Jun 2007 03:17:59 GMT

Here's a screenshot of where I am stucked now.

Re: Unable to complete configuration of ISEE OpenVMS client

Liem Nguyen — Mon, 18 Jun 2007 06:49:41 GMT

Hi,

Entitlement section only shows up if the connection to HP Backend was successed.

I believe you're still having problem as we have discussed before, check mad.log for problem/error.

If you want, modify motprefs (under NETWORK_TOMEOUT=5):
LOG_LEVEL=5
HEADER_DEBUGGING=TRUE

Stop/start hpservices, then check mad.log, it will give you more detail as what the connection problem might be.

Bottom line: Check Proxy/Firewall, Web Filtering....

Re: Unable to complete configuration of ISEE OpenVMS client

Shailender_1 — Tue, 03 Jul 2007 01:42:53 GMT

This looks to be a proxy setting problem. ISEE traffic is unable to go out to the HP server. You can run following utility to test the connectivity

DISK$ALPHASYS:[SYS0.SYSCOMMON.HPSERVICES._COMMON_.REMOTESUPPORT.BIN]ISEECONNECTIVITYTEST.COM.

If connectivity is through you should receive a mail to the id configured during ISEE setup.

Re: Unable to complete configuration of ISEE OpenVMS client

Richard Shao Gang — Thu, 11 Dec 2008 06:10:29 GMT

Hi,

I have read lots of threads and found this one.
Can you please help me?

My problem is failed to access the ISEE WEB interface. If I try the http://host_name:5060/start.html , nothing will happen.

There are errors in the mad.log

111208 05:23:34.812 INFO,[WebServer] WebServer: got connection on 10.57.186.40:5060 from 10.72.96.148:3503
111208 05:23:34.818 DEBUG,[WebServer] HttpConnection::parseRequest()

111208 05:24:50.091 INFO,[WebServer] Exception while accepting HttpConnection - Socket::read(): recv() timeout [[10.72.96.148]]
111208 05:24:50.097 STDOUT,[WebServer] Socket::close()
111208 05:24:50.102 ERROR,[WebServer] WebServer exception:
111208 05:24:50.110 ERROR,[WebServer] NetworkException (10): Socket::read(): recv() timeout [[10.72.96.148]]

10.57.186.40 is the host where isee is installed.
10.72.96.148 is my workstation from where I raise the connection to the web interface.

see attachment

Thank you very much.
Richard Shao,
IKEA IT

Re: Unable to complete configuration of ISEE OpenVMS client

Liem Nguyen — Thu, 11 Dec 2008 16:51:41 GMT

Richard Shao,

Your problem is not the same as the original post.
Your problem is between your desktop/laptop and ISEE Server. There are few things you can check:

1. mad must be running on ISEE Server.
2. port 5060 is reserved for ISEE by default.
3. Networking issue between the two.

So, make sure mad is running and port 5060 is in LISTEN mode.

Try "telnet 10.57.186.40 5060" to see if you can connect.
Also, on 10.57.186.40, try " telnet localhost 5060".

Hope this helps,

Re: Unable to complete configuration of ISEE OpenVMS client

Richard Shao Gang — Fri, 12 Dec 2008 03:58:00 GMT

Liem Nguyen,
Thank you for the help.

I have installed and configured ISEE on 50+ OpenVMS Alpha nodes. The only lefted some nodes are on the same net with the same mentioned problem.

1. Mad is running
IKEANODE1_SYS> SH SYS /PROC = ISEE* /NOHE
00020924 ISEE$QUEUE LEF 6 199851 0 00:01:26.36 452 125
00020925 ISEE$MAD LEF 6 225761 0 00:00:09.38 11068 715

2. On 10.57.186.40, try " telnet localhost 5060".

Telnet returned normally.

IKEANODE1_SYS> telnet localhost 5060
%TELNET-I-TRYING, Trying ... 127.0.0.1
%TELNET-I-SESSION, Session 01, host localhost, port 5060
-TELNET-I-ESCAPE, Escape character is ^]
Error 400

HTTP Error 400

400 Bad Request
%TELNET-S-REMCLOSED, Remote connection closed
-TELNET-I-SESSION, Session 01, host localhost, port 5060

log in mad.log

121208 03:40:59.659 INFO,[WebServer] WebServer: got connection on 127.0.0.1:5060 from 127.0.0.1:52772
121208 03:40:59.664 DEBUG,[WebServer] HttpConnection::parseRequest()
121208 03:41:00.865 INFO,[WebServer] set status code: 400

121208 03:41:00.870 DEBUG,[WebServer] HttpConnection::startResponse()
121208 03:41:00.874 INFO,[WebServer] Exception while accepting HttpConnection - bad HTTP request method
121208 03:41:00.878 STDOUT,[WebServer] Socket::close()
121208 03:41:00.882 ERROR,[WebServer] WebServer exception:
121208 03:41:00.885 ERROR,[WebServer] NetworkException (14): bad HTTP request method

3. Try "telnet 10.57.186.40 5060" to see if you can connect.

1) From my laptop,
I telnet in the windows command shell. It seemed the connection was established. But the telnet hang there and would never return.

log in mad.log

121208 03:56:24.803 INFO,[WebServer] WebServer: got connection on 10.57.186.40:5060 from 10.72.96.148:3899
121208 03:56:24.809 DEBUG,[WebServer] HttpConnection::parseRequest()

121208 03:57:39.816 INFO,[WebServer] Exception while accepting HttpConnection - Socket::read(): recv() timeout [[10.72.96.148]]
121208 03:57:39.821 STDOUT,[WebServer] Socket::close()
121208 03:57:39.826 ERROR,[WebServer] WebServer exception:
121208 03:57:39.830 ERROR,[WebServer] NetworkException (10): Socket::read(): recv() timeout [[10.72.96.148]]

2) From another openvms node
The same thing happened. No matter how many return I entered, the telnet would never return. I had to use the Escape key.

SYS> telnet 10.57.186.40 5060
%TELNET-I-TRYING, Trying ... 10.57.186.40
%TELNET-I-SESSION, Session 01, host 10.57.186.40, port 5060
-TELNET-I-ESCAPE, Escape character is ^]

%TELNET-I-SESSION, Session 01, host 10.57.186.40, port 5060
%TELNET-E-INETERROR, Internet interface error
-SYSTEM-F-CONNECFAIL, connect to network object timed-out or failed
TELNET> exit
%TELNET-S-LCLCLOSED, Local connection closed
-TELNET-I-SESSION, Session 01, host 10.57.186.40, port 5060

4. I tested a GOOD node.
The telnet will return from both inernal and external, from both my laptop and another vms node.

So I guess it might be a network issue in the isee server side. What do you think, and can you give me more suggestions.

Thank you very much,
Richard Shao
IKEA IT

Re: Unable to complete configuration of ISEE OpenVMS client

Liem Nguyen — Fri, 12 Dec 2008 12:51:46 GMT

Richard Shao,

Seems to be Networking issue between your laptop and the subnet where ISEE Servers resided.

It could be routing issue, from mad.log, the laptop is timing out because it can reach ISEE Servers.

You can try traceroute command, but the bottom line is you need to work with your Networking group.

The best way to get around this is to use Web Browser on one of the VMS (in that subnet) to configure ISEE.

Hope this helps,

Re: Unable to complete configuration of ISEE OpenVMS client

Richard Shao Gang — Fri, 19 Dec 2008 04:02:40 GMT

Liem Nguyen,

It could be the Network issue. I have sent this case to the Network team. They suggested me to check the security team to open the port 5060.

But we have decided to not solve this problem but wait for the ISEE migration.

Thank you very much,
Richard Shao
IKEA IT