ISEE/OSEM via Remote Software Manager

FlightRisk — Wed, 18 Jul 2007 15:54:16 GMT

I have installed the newest version of HPSIM. Part of that install is Remote Software Manager (RSM). HPSIM is running on a windows 2003 server. WHen I send a test incident report via OSEM the report stalls and OSEM reports that "remote delivery down". This the output to RSM_log.log file in "C:\Program Files\Hewlett-Packard\OSEM\logs"

"07/18/2007 13:20:30 INFO Restarting CRSM
07/18/2007 13:20:30 INFO First startup = false
07/18/2007 13:20:30 INFO HPSIM C.05.01.00 or better detected
07/18/2007 13:20:30 INFO WCCProxy service detected
07/18/2007 13:20:30 INFO Isee detected
07/18/2007 13:20:30 INFO Isee V5 detected
07/18/2007 13:20:30 SEVERE Can't find C:\Program Files\Hewlett-Packard\RemoteSupport\config\Isee-gui-configuration.xml
07/18/2007 13:20:30 INFO ISEE UI port not found C:\Program Files\Hewlett-Packard\\RemoteSupport\
07/18/2007 13:20:30 INFO IseeSwm detected
07/18/2007 13:20:30 INFO IseeSwmV5 detected
07/18/2007 13:20:30 INFO Product mode OSEM
07/18/2007 13:20:30 INFO Loading C:\Program Files\Hewlett-Packard\RemoteSupport\config\SECservers
07/18/2007 13:20:30 INFO Loading C:\PROGRA~1\HEWLET~1\OSEM\html\SECservers
07/18/2007 13:20:30 INFO Loaded C:\PROGRA~1\HEWLET~1\OSEM\html\SECservers
07/18/2007 13:20:30 INFO Loading C:\Program Files\Hewlett-Packard\OSEM\hosts.txt
07/18/2007 13:20:30 INFO The hosts file was found. Authorization control will be enabled.
07/18/2007 13:20:30 INFO Loading health file
07/18/2007 13:20:30 INFO Loaded 1 managed systems
07/18/2007 13:20:30 INFO Loading communities.txt
07/18/2007 13:20:30 INFO Loading 2 notifications
07/18/2007 13:20:30 INFO Insight Manager XE is not installed
07/18/2007 13:20:30 INFO Loading C:\Program Files\Hewlett-Packard\OSEM\filtermap.cpq.xml
07/18/2007 13:20:30 INFO Loading C:\Program Files\Hewlett-Packard\OSEM\filtermap.fcs.xml
07/18/2007 13:20:30 INFO Loading C:\Program Files\Hewlett-Packard\OSEM\filtermap.ibm.xml
07/18/2007 13:20:30 INFO Loading C:\Program Files\Hewlett-Packard\OSEM\filtermap.ipf.xml
07/18/2007 13:20:30 INFO Loading C:\Program Files\Hewlett-Packard\OSEM\filtermap.nl.xml
07/18/2007 13:20:30 INFO SIDBuilder logger set to crsm
07/18/2007 13:20:30 INFO Loading 0 FileSender message files
07/18/2007 13:20:30 INFO Loading 0 OUTBOUND message files
07/18/2007 13:20:30 INFO Loading 0 ISEE message files
07/18/2007 13:20:30 INFO isV5Client Calling getISEE localhost port = 7920
07/18/2007 13:20:30 INFO isV5Client Returned from getISEE
07/18/2007 13:20:30 INFO isV5Client WCCProxy version=141
07/18/2007 13:20:30 INFO isV5Client= true
07/18/2007 13:20:30 INFO Loading 0 Local SMTP message files
07/18/2007 13:20:30 INFO Loading 0 SERVICETRAP message files
07/18/2007 13:20:32 INFO HPSIM community=IM_read
07/18/2007 13:20:32 INFO Loading 0 SNMP message files
07/18/2007 13:20:32 INFO Loading 0 SNMPDEFERRED message files
07/18/2007 13:20:32 INFO Crsm Version 8.9.4 on simon/10.10.9.237
07/18/2007 13:20:32 INFO Starting Operational Mode: Customer Service Gateway
"

The seventh item down is a concern.

"07/18/2007 13:20:30 SEVERE Can't find C:\Program Files\Hewlett-Packard\RemoteSupport\config\Isee-gui-configuration.xml"

I have uninstalled and reinstalled twice with the same results.

I think that this warning is pointing to the root of the reports stalling. My guess is that ISEE is not completely installed. I have know Idea what to do next!

OSEM is reporting to HPSIM, the reports show up in "All HP Service Events" but they never move to "open Service Event" etc.

The submit test event under Remote Support Services report a successful test.

Any ideas about what to check next? Where does the "Isee-gui-configuration.xml" come from and why is it not installed?

Mark

Re: ISEE/OSEM via Remote Software Manager

Liem Nguyen — Thu, 19 Jul 2007 06:41:54 GMT

Mark,

Try these steps:

1. Logon to HPSIM
2. Click on Options -> Remote Support Config and Services > Remote Support Services
3. Select Enable All, if you have more than one screen of Clients, you will need to go to each screen and Enable All.
4. After this, go back and Retry to send OSEM event.

Re: ISEE/OSEM via Remote Software Manager

FlightRisk — Mon, 23 Jul 2007 09:22:17 GMT

Liem

Thank you for the response. The servers are not Showing up it enable....This make me wonder about the the error message "07/18/2007 13:20:30 SEVERE Can't find C:\Program Files\Hewlett-Packard\RemoteSupport\config\Isee-gui-configuration.xml" That shows up in OSEM RSM_log.log file.

Re: ISEE/OSEM via Remote Software Manager

FlightRisk — Wed, 25 Jul 2007 10:36:32 GMT

Over all problems were casuse by using a user name that HPSIM reserved for internal use. Or at least that is what it looks like. I have used a local user (windows 2003) name for the last 3 or 4 years with out problems. Not so anymore....I figured this out by installing HPSIM on a different server (virtual) using a different user name. I can't use administrator as I don't have that password..but I am a in the administrators group. I don't want services running under a domain users name so I created a local user with admin rights.

Using the new local user I had no problems installing HPSIM ISEE/Remote Support Services (RSS).

I was using hpsim as a user and I would suggest that this is not supported or a wise thing to do.....Live and learn

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Re: ISEE/OSEM via Remote Software Manager