topic Remote Support Registration Failed. getInstalledDateFromUninstallRegKey - failed in Insight Remote Support

Remote Support Registration Failed. getInstalledDateFromUninstallRegKey - failed

CMMWSP — Wed, 13 Jul 2011 16:03:22 GMT

I've done searching on the forums here and haven't found a similar topic regarding the registration error I've received.

Upon trying to register I get the following messages in the regIncident.log file:

20110713T08:16:57 Registration warning Incident.cxx 3721 Incident::getInstalledDateFromUninstallRegKey - failed to open

20110713T08:16:57 Registration info regIncident.cxx 97 **** registerClient ***
20110713T08:16:59 Registration error regIncident.cxx 109 Failed to send the client registration event.
20110713T08:16:59 Registration fatal regIncident.cxx 121 1: Registration failed.

I'm running Windows Server 2008 R2 SP1 and have successfully installed SIM 6.3 with no errors. The Install of the Remote Support Advanced Tools was successful and I didn't run into any errors or issues during that installation.

I'm a bit puzzled by the "getInstalledDateFromUninstallRegKey" statement as no where in the installation did it fail to install anything.

Is it possible one of the optional components is needed? I only installed what was selected by default and nothing additional.

Any help would be appreciated.

Thank you.

Re: Remote Support Registration Failed. getInstalledDateFromUninstallRegKey - failed

BPE — Wed, 20 Jul 2011 22:40:43 GMT

Do not worry about the first two entries but you should check if your RSclient Account is able to connect to the HP.

More information you can find in the IRSS/IRSA Manuals.

Possible root cause missing or wrong proxy configuration. Web content filter or firewall.

20110714T19:18:08 Registration warning Incident.cxx 3721 Incident::getInstalledDateFromUninstallRegKey - failed to open ...
20110714T19:18:08 Registration warning Incident.cxx 3721 Incident::getInstalledDateFromUninstallRegKey - failed to open ...
20110714T19:18:08 Registration info regIncident.cxx 97 **** registerClient ***
20110714T19:18:22 Registration always regIncident.cxx 116 SUCCESS: Client registration ... submitted.

Re: Remote Support Registration Failed. getInstalledDateFromUninstallRegKey - failed

johnpaul — Fri, 06 Jul 2012 00:04:00 GMT

Hi,

I am having thesame issue.Issue started like this.I update IRS 5.60 to IRS 5.70 after the update Insight remote support service status for my CMS(SIM6.2) changed to State of Client: INSTALLED (Remote Support Client is not registered).

Then I ran "registerClient.cmd -forcereg" and it failed with the following message in regIncident.log.

20120706T10:48:06 Registration warning Incident.cxx 3721 Incident::getInstalledDateFromUninstallRegKey - failed to open 0A358EEB-1E16-48C8-B0DD-0DC15FAA2C59
20120706T10:48:06 Registration warning Incident.cxx 3721 Incident::getInstalledDateFromUninstallRegKey - failed to open C5DCCD6D-375E-4298-9CE8-F016341641F7
20120706T10:48:06 Registration info regIncident.cxx 97 **** registerClient ***
20120706T10:48:09 Registration error regIncident.cxx 109 Failed to send the client registration event.
20120706T10:48:09 Registration fatal regIncident.cxx 121 1: Registration failed.

Now the complete IRS is disabled bnot sending any informations to HP support!

Badly need your help in resolving this issue.

Regards,

Johnpaul