Portal Visibility Problem

Duckfather — Thu, 28 Mar 2013 13:16:19 GMT

I'm attempting to configure two IRS 7.0.5 instances and get the devices to appear in Insight Online. Everything seems to be configured ok, connectivity gets a nice green tick etc, but when I save the settings with the correct HP Passport credentials, I get an error stating that there was a Portal Visibility error. the logs show the following :-

28 Mar 2013 12:56:58.430 IntegrationManager[HpAdapter] INFO c.h.u.i.a.hp.remotesupport.HpAdapter - [TCtrl] (threads 0 of 1) PortalVisibility threads running!
28 Mar 2013 12:56:58.430 IntegrationManager[HpAdapter] INFO c.h.u.i.a.hp.remotesupport.HpAdapter - [CCMgr] EventDate <empty>, cannot parse Date string, using default 'Thu Jan 01 01:00:00 GMT 1970'.
28 Mar 2013 12:56:58.430 IntegrationManager[HpAdapter] INFO c.h.u.i.a.hp.remotesupport.HpAdapter - [TCtrl] New manager thread: PVMgr-1 started.
28 Mar 2013 12:56:58.430 IntegrationManager[PVMgr-1] INFO c.h.u.i.a.hp.remotesupport.HpAdapter - [PVMgr-1] Started with pausing time(10000msec.).
28 Mar 2013 12:58:02.066 IntegrationManager[AdapterManager] INFO c.h.u.i.a.hp.remotesupport.HpAdapter - [HpAdapter] reloadConfiguration()...
28 Mar 2013 12:58:02.082 IntegrationManager[AdapterManager] INFO c.h.u.i.a.hp.remotesupport.HpAdapter - [HpAdapter] reloadConfiguration(), done.
28 Mar 2013 12:58:08.524 IntegrationManager[PVMgr-1] INFO c.h.u.i.a.hp.remotesupport.HpAdapter - [PVMgr-1] runPortalVisibilityProcedure.
28 Mar 2013 12:58:08.556 IntegrationManager[PVMgr-1] INFO c.h.u.i.a.hp.remotesupport.HpAdapter - [PVMgr-1] {006d97c6-3411-4e8c-8591-945929e8aa61} OOS ID missing in PortalVisibilityMessage using SN OOS ID.

I know that the devices are being received by HP as we recently got a response from HP when we had a power test at both sites concerned. The devices, however, never appear in Insight Online.

I currently have 4 instances of IRS and these are the only two that have this issue

As far as I'm aware, we have full internet access and I can access https://services.isee.hp.com/version/ fine from both sites, however, I have no direct control over any intervening firewalls or the internet proxy at these sites (both use the same proxy as the sites are directly related).

Anyone any ideas?

Andy

Re: Portal Visibility Problem

lowen — Fri, 29 Mar 2013 04:48:13 GMT

Hi Andy,

We have already begun to investigate this with our technical team to see what is going on - thanks for posting the logs. Could I trouble you to open a ticket for this and give the case ID - this will help us expedite and get everyone engaged who needs to work on it.

Thanks!

Lucy

Re: Portal Visibility Problem

Duckfather — Tue, 02 Apr 2013 10:21:52 GMT

I have created a case with case ID 4697402223

Re: Portal Visibility Problem

lowen — Tue, 02 Apr 2013 13:57:46 GMT

Thanks Andy for opening the case. We will get back to you soon on this issue.

Re: Portal Visibility Problem

lowen — Tue, 30 Apr 2013 15:31:15 GMT

Andy, are you still having this issue with portal visibility?

Re: Portal Visibility Problem

tomb_acn — Sun, 02 Jun 2013 18:59:03 GMT

Hello,

I have exactly the same issue.

case ID : CASE:4644958357

(version 193)

We are working with IRS level 3, but no clue for the moment.

HP registration status OK but HP insight online failed.

let me know if you need more inputs.

Best regards,

Thomas

topic Re: Portal Visibility Problem in Insight Remote Support

Portal Visibility Problem

Re: Portal Visibility Problem

Re: Portal Visibility Problem

Re: Portal Visibility Problem

Re: Portal Visibility Problem

Re: Portal Visibility Problem