topic ISEE incidents are not submitted in Insight Remote Support

ISEE incidents are not submitted

T. Siebler — Thu, 16 Apr 2009 13:25:51 GMT

Hello

I recently installed the current version of IRS in order to monitor our 2 EVAs. Now a disk has failed and an incident has been created. In Webes Notifications in the System Event Analyzer I can see "Delivered: ISEE,..." but it seems that incidents do not arrive at HP.
When I look at the details of the ISEE incident I notice in the first line "Submission state changed from "Pending" to "Other"" and then about every 10 seconds "Submission state changed from "Other" to "Other"". I guess I should see something like "submitted" here.

Does anyone have an idea ?

Re: ISEE incidents are not submitted

Steven Clementi — Tue, 21 Apr 2009 13:03:10 GMT

Does the machine IRS is running on have access to the Internet?

Steven

Re: ISEE incidents are not submitted

T. Siebler — Thu, 23 Apr 2009 07:00:32 GMT

Yes it does.

Re: ISEE incidents are not submitted

Micke_Ch_1 — Thu, 23 Apr 2009 11:00:50 GMT

Hi !!

I have the exact same problem and have a case opened at HP. No solution yet. 2 weeks now.

I will post the answers here.

/Micke Ch

Re: ISEE incidents are not submitted

Adila Botonjic — Tue, 28 Apr 2009 18:43:29 GMT

Hi,

Submission state "Other" is normally connected to problems with proxy configuration or anyhow to problems accessing the required https sites that are necessary for IRS to work properly.
If you are using proxy (automatic proxy configuration is not supported) you need to check that your IRS server can access the follwing ip addresses via https:
15.232.64.127 isee-updates.americas.hp.com
15.193.24.60 rsswm.policy.hp.com
15.193.24.61 rsswm.software.hp.com
15.216.12.255 services.isee.hp.com

With or without proxy you need to have access to these IP addresses via https.

Re: ISEE incidents are not submitted

AdamJ — Thu, 14 May 2009 08:10:51 GMT

Has anyone got an update on this? I am having the same problem.

Re: ISEE incidents are not submitted

Micke_Ch_1 — Thu, 14 May 2009 13:40:52 GMT

Hi!

HP told me that if I am able to connect to this site: https://services.isee.hp.com/version
you should get a response with a couple a number as 05.30.08.868.

If thats working then everything was correct in the firewall.

But that was not correct.
Same problem remains.

I will contact HP again.

Best Regards
/Micke Ch

Re: ISEE incidents are not submitted

AdamJ — Tue, 19 May 2009 09:54:13 GMT

This has now been fixed for us. The problem was our proxy. HP told us the following

RSSWM supports connecting directly to the Internet or connecting through a proxy server and supports all proxy servers conforming to the HTTP/1.0 Specification. RSSWM does not support proxies using proxy auto-configuration scripts, NTLM authentication (also known as Integrated Windows Authentication), or Kerberos authentication.

As our proxy uses NTLM we have had to bypass it in order for the RSP to work correctly.

Re: ISEE incidents are not submitted

echong — Fri, 18 Sep 2009 19:33:40 GMT

I also see the "Submission state change from "Other" to "Other"" messages every 12 mins. Proxy are setup with RSSWM and HPSIM Remote Support Configuration. I did a test on both places and they both return ok. Where else is the proxy configured? Should the message say failed, what "other" means?

Which log file I should check for the incident submission?

Thanks.

Re: ISEE incidents are not submitted

ITRC Test-CH — Fri, 13 Nov 2009 14:03:16 GMT

It looks as the connection has been "cut" by content monitoring software on the firewall for example.
Some of the IRS logfiles are in ..\HP\RemoteSupport\logs. Have a look in submitProxiedIncident.log then go into iseeclient.log

Regards, Werner

Re: ISEE incidents are not submitted

ICT Backoffice — Mon, 21 Jun 2010 10:08:49 GMT

In my case it has somtehing to do with the proxy authentication in System Event Analyzer. Clearing the authentication fields and allowing -all users- to the *.hp sites fixed it for me.

Re: ISEE incidents are not submitted

Jan Svoboda HP — Wed, 08 Dec 2010 16:37:10 GMT

Hello,

I have the same issue. Incidents goes from "Other" to "Other". Have you find any solution ?

I do not understand where to set:

"In my case it has somtehing to do with the proxy authentication in System Event Analyzer. Clearing the authentication fields and allowing -all users- to the *.hp sites fixed it for me."

Thank you !

Re: ISEE incidents are not submitted

ICT Backoffice — Wed, 08 Dec 2010 20:59:34 GMT

Start "System Event Analyzer", click "Configure RSC Settings" (yellow/green icon in the middle). You will find the proxy settings at the bottom of the page.
In my case the proxy did not accept the credentials, so clear the username, domain and password and allowed "all users" through the proxy from this specific server to the HP sites.