topic Re: Remote Support Pack not working with SIM 6.0? in Insight Remote Support

Remote Support Pack not working with SIM 6.0?

Ulf Zimmermann — Wed, 31 Mar 2010 00:50:41 GMT

I spent at least 4 hours on the phone with HP today but made 0 progress on getting RSP working. All services installed and running, but I get either:

Subject: ACTION REQUIRED: Webes failed to communicate with HPSIM on itadminfrmt.corp.autc.com

An installation of HPSIM on XXXXX has been detected; however WEBES was unable to communicate with it.
This may be because HPSIM is not running or not functional.

WEBES will attempt to proceed with startup, but it will function in a degraded mode until this problem is resolved.

These messages usual stop after a while but then every 8 hours I get a message about End-2-End not working.

Submitting a test from the SEA leads to "Successful submitted" but shows not in SIM up. Event viewer shows:

The description for Event ID 999 from source SEA_TEST cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

the message resource is present but the message is not found in the string/message table

Anyone have any idea how to further debug this?

Re: Remote Support Pack not working with SIM 6.0?

Ulf Zimmermann — Wed, 31 Mar 2010 01:10:09 GMT

One extra thing which comes to mind, we are using a certificate which is signed by our CA on SIM. SIM has that root CA imported.

Is DESTA, Webes or WCCProxy a java process which might need our Root CA imported too?

Re: Remote Support Pack not working with SIM 6.0?

Michael Leu — Wed, 31 Mar 2010 17:29:12 GMT

You can import certs into DESTA with
desta cert -trustfile .cer

Re: Remote Support Pack not working with SIM 6.0?

Ulf Zimmermann — Wed, 31 Mar 2010 17:32:49 GMT

The cert being the HP SIM cert or the Root CA?

trying to import the SIM cert:

Error importing certificate:
java.security.InvalidAlgorithmParamterException: the trustAnchors parameter must be non-empty

Re: Remote Support Pack not working with SIM 6.0?

Ulf Zimmermann — Wed, 31 Mar 2010 17:44:55 GMT

I guess you meant the CA cert. I just imported that one into the Desta java.

Now to see if that fixes the problem.

Re: Remote Support Pack not working with SIM 6.0?

Ulf Zimmermann — Wed, 31 Mar 2010 17:49:16 GMT

Yes, that was the problem. Now Desta shows all the SIM entities, contacts, etc.

Re: Remote Support Pack not working with SIM 6.0?

Ulf Zimmermann — Wed, 31 Mar 2010 17:51:00 GMT

The problem was that our SIM has a certificate signed by a CA not known to the Java used by the Desta service. Importing the CA certificate into Desta using:

desta cert -trustfile

and then restarting Desta made it all working.

Re: Remote Support Pack not working with SIM 6.0?

Michael Leu — Wed, 31 Mar 2010 17:51:13 GMT

Check out what you already have with
desta cert -list
Probably your Root CA cert needs to be imported. You can also set the Alias while importing with '-alias '.

Sorry I am totally not a expert in WEBES, it's too complicated for me ;-)

Re: Remote Support Pack not working with SIM 6.0?

Michael Leu — Wed, 31 Mar 2010 17:53:24 GMT

Great to hear it has worked and thanks for the points :-)