topic Re: Unable to complete setup of ISEE in Insight Remote Support

Unable to complete setup of ISEE

Tim Medford — Thu, 23 Aug 2007 11:22:32 GMT

We recently installed a new HPUX 11.23 server and I cannot get the ISEE setup completed. I've filled in all our contact information, but there's no place to put the entitlement information.

I've read a number of threads on this forum that all point toward connectivity problems with the internet. I don't think this is the issue in our case. This server can get out to http://isee.americas.hp.com/mots/motserv just fine. I can get to bascially any site on the internet, it is not going through a proxy server.

The mad.log has a large number of errors in it. This pattern repeats hundreds of times:

230807 09:15:45.906 ERROR,[Comm] mmsg.cpp:36 NetworkException (8): host not foun
d

230807 09:15:45.907 ERROR,[Comm] install failed for server: auth_key: guest
230807 09:15:45.907 ERROR,[Comm] NetworkException (8): host not found

230807 09:15:45.907 ERROR,[Comm] NetworkException (8): host not found

230807 09:15:45.907 ERROR,[Comm] sendReceive FAILED
230807 09:15:45.907 ERROR,[Comm] NetworkException (28): OEM vendor install faile
d for vendor 'HP_Services'

I'd appreciate any ideas you might have.

Thanks,
Tim

Re: Unable to complete setup of ISEE

tkc — Thu, 23 Aug 2007 12:11:21 GMT

check your dns. use nslookup for isee.americas.hp.com to confirm that the FQDN can be resolved.

Re: Unable to complete setup of ISEE

Tim Medford — Thu, 23 Aug 2007 12:33:27 GMT

nslookup works fine:

(saifprod)/home/root> nslookup isee.americas.hp.com
Name Server: slmdc00.corp.saif.com
Address: 10.0.1.197

Trying DNS
Non-authoritative answer:
Name: awtf907.external.hp.com
Address: 192.151.53.128
Aliases: isee.americas.hp.com

Re: Unable to complete setup of ISEE

tkc — Thu, 23 Aug 2007 23:46:44 GMT

is this host, saifprod, the host that you are trying to install the isee and configured as the isee client?

NetworkException (8): host not found

means

the mad daemon cannot resolve the Hostname and IP address of the HP ISEE site.

if you still have problem, login to the host that you try to install and configure the isee and perform the following test :

#telnet isee.americas.hp.com 80

Re: Unable to complete setup of ISEE

Frauke Denker_2 — Fri, 24 Aug 2007 01:36:15 GMT

Hello,
are you using a proxy? If so, make sure that this one is DNS-resolvable as well.
Fegards
Frauke

Re: Unable to complete setup of ISEE

Liem Nguyen — Fri, 24 Aug 2007 06:46:21 GMT

Tim,

Is this PA-RISC or IA-64?

Can you upload /opt/hpservices/etc/motprefs and /opt/hpservices/log/mad.log?

This could be related to Java version you are running.

Regards,

Re: Unable to complete setup of ISEE

Tim Medford — Fri, 24 Aug 2007 09:52:21 GMT

Thanks for the advice everyone. I have it working now!!

Leim - You found the problem, it was java related. As soon as I looked at the motprefs file I could see it had java 1.3 set to the JRE. This came in with the system, I never set that.

What I find interesting is that I just completed a cold install of 11.23 Sept 2006 version. The ISEE product along with 2 flavors of java get installed during this process. The java's are 1.5.0.03 and 1.4.2.10. Yet during this same installion ISEE decides to make the default JRE 1.3.

Go figure.

Thanks again for the help.

Re: Unable to complete setup of ISEE

Liem Nguyen — Fri, 24 Aug 2007 15:12:02 GMT

Tim,

I have posted a brief description about ISEE and Java here:
http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=1147331

On IA-64, ISEE software doesn't include Java Runtime, therefore, during installation, it takes the first one it can find and put in motprefs, under JVM_LOC.

btw: ISEE works with java 1.3 and 1.4, 1.5 has not been supported.

Glad you have it fixed.

Re: Unable to complete setup of ISEE

Tim Medford — Fri, 24 Aug 2007 15:23:41 GMT

Thanks again Liem.

I understand the problem now. Unfortunately I had read so many posts about entitlement issues being related to problems with internet connectivity to isee.americas.hp.com I wasted a lot of time chasing the wrong issue.

In my opinion if HP is not going to install a JRE with ISEE on ia64, the least they could do is fix the installation setup so the motprefs file points to the 1.4 JRE (which comes with Itanium by default).

Just my 2 cents.

Re: Unable to complete setup of ISEE

Tim Medford — Fri, 24 Aug 2007 15:24:26 GMT

Resolved