topic Re: Remote Support Configuration and Services & Warranty Error in Insight Remote Support

Remote Support Configuration and Services & Warranty Error

JL123 — Wed, 25 Mar 2009 00:43:04 GMT

Hi, we recently upgraded to HP SIM 5.3, and installed the Remote Support Configuration and Services component that was bundled with SIM.

Currently I'm unable to run contract and warranty data collection on any of my servers due to this error:

Sending contract and warranty request to the hp.com back-end contract and warranty service using Service Essentials Remote Support Pack client.
The Service Essentials Remote Support Pack client is either not installed or is a version older than is supported with the HP SIM contract and warranty gathering tool.

Also in SIM I cannot get to the Remote Support Configuration and Services (via going to options then Remote Support Configuration and Services), I get the following error.

Fatal error: Call to undefined method DOMDocument::document_element() in C:\hp\hpsmh\data\htdocs\isee\isee-functions.php on line 1796

Can anyone help out on this one?

Re: Remote Support Configuration and Services & Warranty Error

Rob Buxton — Wed, 25 Mar 2009 18:00:14 GMT

That sounds like RSP is not installed correctly or has not been updated.
You could try rerunning the HPSIM 5.3 install and seeing if there's a way of updating RSP.

Re: Remote Support Configuration and Services & Warranty Error

Roger Blackman — Fri, 27 Mar 2009 12:18:56 GMT

Did you initilize RSP by running Start > All Programs > Hewlett-Packard > Remote Support Software Manager > Initialize Remote Support Software Manager.

Re: Remote Support Configuration and Services & Warranty Error

Scottie Cameron — Sat, 28 Mar 2009 16:19:13 GMT

How do you initilize RSP if the shortcut isn't there+?

Re: Remote Support Configuration and Services & Warranty Error

JL123 — Sun, 29 Mar 2009 19:13:59 GMT

Thanks for the replies, I just had to initialise RSP as discussed and it's working.