topic Re: Cannot install Remote Discovery Engine in Insight Remote Support

Cannot install Remote Discovery Engine

InsightBlues — Tue, 16 Feb 2010 21:09:24 GMT

I am trying to install RSDDU and I have all the components but this one installed, I am using the RSSM to install and I get this error: ' Remote Support Discovery Engine (RSDDU) A.05.40.00.1032' installation failed due to the following error:
An exception was thrown when installing the service CM_GL_RSDDU_WIN. See the log CM_GL_RSDDU_WIN_install.log for details.

Log is attached

Re: Cannot install Remote Discovery Engine

ehuang — Tue, 16 Feb 2010 21:48:50 GMT

I have exactly the same issue. anybody help?

Re: Cannot install Remote Discovery Engine

raj2796 — Wed, 17 Feb 2010 09:24:05 GMT

I have a case logged with hp, which they have escalated to level2 engineers. At the end of the day its just an msi install, seems like the ice validation was not carried out correctly considering this is software for enterprise.

If i get a reply from hp (case logged over a week ago) i'll post it.

Re: Cannot install Remote Discovery Engine

InsightBlues — Wed, 17 Feb 2010 14:20:17 GMT

Thanks for the responses, I did look for a MSi file to get around the install, but could not find one for RSDDU

Re: Cannot install Remote Discovery Engine

raj2796 — Wed, 17 Feb 2010 14:55:04 GMT

* Executing fresh RSDE/RSDDU install: C:\WINDOWS\system32\msiexec.exe /l+*v "C:\Program Files (x86)\HP\CM\RSSWM_Pkg_Logs\CM_GL_RSDDU_WIN\HP_RSDDU_MSI_install.log" /i "C:\Program Files (x86)\HP\Installers\RSDE\HP Remote Support Discovery Engine.msi" /qn /norestart ALLUSERS=1 INSTALLDIR="C:\Program Files (x86)\HP\RSDE"

key bit being

"C:\Program Files (x86)\HP\Installers\RSDE\HP Remote Support Discovery Engine.msi"

check in your msi install log if you're not using 64 bit windows

Re: Cannot install Remote Discovery Engine

InsightBlues — Fri, 26 Feb 2010 19:26:34 GMT

Did you hear anything from HP? I was thinking of calling in a ticket myself

Re: Cannot install Remote Discovery Engine

raj2796 — Mon, 01 Mar 2010 09:31:49 GMT

Thanks for the reminder, I've heard nothing back from them, i'll try and chase them up today if i get a break in my schedule. Their last communication is below:

"Apologies for the delay in getting back to you.

Depending on the complexity of the issue. I have elevated the case to the Level2 engineers.

Iâ ll keep you posted once I have an update from them. Iâ m still awaiting their response and next plan of action.

"

Re: Cannot install Remote Discovery Engine

raj2796 — Mon, 01 Mar 2010 15:17:43 GMT

Hiya, i've contacted hp and they informed me the problem is being investigated by thier lab as a number of custumers are experiencing the same issue. I'd suggest logging a call, hopefully the logs they'll ask you for will help them investigate and find a solution faster.

Re: Cannot install Remote Discovery Engine

raj2796 — Mon, 01 Mar 2010 16:47:35 GMT

hp have now contacted me with a solution for my case.

Re: Cannot install Remote Discovery Engine

ehuang — Mon, 01 Mar 2010 18:30:47 GMT

please share the solution if it worked. thanks in advance.

Re: Cannot install Remote Discovery Engine

raj2796 — Tue, 02 Mar 2010 09:36:36 GMT

seems its not an official hp solution, thier level 2 engineers and r+d lab are still investigating....

however the engineer dealing with my call investigated on his own and came up with a few things to try that fixed the issue in my case.

Not all the steps worked/some paths needed changing for me so keep in mind this is not an "official" hp solution, you're probably better of getting your call transfered to same engineer so he can look at your logs and advise you about your install - his name is Mohammed Saadullah - or else waiting for the official hp patch

1. Remove RSDDU through RSSWM, if the "remove" option is available.
2. Remove the RSDDU scheduled task, RSDDU-HPNETWALKER-SCAN
3. Delete C:\Program Files\HP\CM\Lib\RSSWM\RSPS\SWM\ZSERVICE\CM_GL_RSDDU_WIN\00000000.000\ZSERVICE.EDM
4. Reinstall RSDDU through RSSWM

Re: Cannot install Remote Discovery Engine

ehuang — Tue, 02 Mar 2010 16:13:58 GMT

tried step one but failed.
' Remote Support Discovery Engine (RSDDU) A.05.40.00.1032' removal failed due to the following error:
An exception was thrown trying to remove the service CM_GL_RSDDU_WIN. See the log CM_GL_RSDDU_WIN_remove.log for details.

where to do the step two on your list?

Re: Cannot install Remote Discovery Engine

raj2796 — Tue, 02 Mar 2010 16:16:40 GMT

like i said, you prob want to log a call and get the engineer to look at your logs, might be a different solution for you, though step 1 failed for me as well and i carried on to find it worked

Re: Cannot install Remote Discovery Engine

ICT Backoffice — Fri, 05 Mar 2010 15:53:40 GMT

This worked for me:

1.Remove RSDDU in Add/Remove Software
2.Restart RSSWM (not sure if needed)
3.Delete C:\Program Files\HP\CM\Lib\RSSWM\RSPS\SWM\ZSERVICE\CM_GL_RSDDU_WIN\00000000.00
0\ZSERVICE.EDM
4. Install RSDDU through RSSWM

Many thanks to raj2796

Re: Cannot install Remote Discovery Engine

Mauro Livi — Fri, 05 Mar 2010 17:33:22 GMT

That did it! Thanks everyone. Here are the steps I followed:

1. Remove RSDDU through RSSWM, if the "remove" option is available.
2. Remove the RSDDU scheduled task, RSDDU-HPNETWALKER-SCAN
3. Delete C:\Program Files\HP\CM\Lib\RSSWM\RSPS\SWM\ZSERVICE\CM_GL_RSDDU_WIN\00000000.00
0\ZSERVICE.EDM
4. Reinstall RSDDU through RSSWM

Re: Cannot install Remote Discovery Engine

ehuang — Fri, 19 Mar 2010 22:48:34 GMT

HP just released "Remote Support Discovery Engine (RSDDU) (A.05.40.01.1034)". It is installed perfectly. So just forget about "A.05.40.00.1032"

Re: Cannot install Remote Discovery Engine

ICT Backoffice — Mon, 22 Mar 2010 06:45:16 GMT

Indeed, it was automatically installed last night.