topic Re: Insight-RS 7.6 upgrade - some customers reporting this ends in "Error" in Insight Remote Support

Questions about IRS

KissMyAsthma13 — Mon, 11 Apr 2016 08:10:12 GMT

Hello,

Is Insight free?

I mean we got an e-mail from HPE that a new version is out but I wasn't able to find latest download and it isn't offered with HP SUM. We have active warranty.

Currently we are using Online version with a direct connection which gives us some information about current server state but it's not really working out for us.

Any help is welcome and I do apologize for going off topic.

KissMyAsthma13

Re: Insight-RS 7.6 upgrade - some customers reporting this ends in "Error"

toddg1 — Wed, 06 Apr 2016 13:39:19 GMT

It is free, and you should be able to download it, just by logging in with your Passport account and providing some details.

I heard yesterday that some browsers are having a hard time seeing the latest release (perhaps a cache problem - because lots of folks can see the download with the various browsers).

Navigate to:

https://h20392.www2.hpe.com/portal/swdepot/displayProductInfo.do?productNumber=RSSWMBASE

Re: Insight-RS 7.6 upgrade - some customers reporting this ends in "Error"

dcolpitts — Wed, 06 Apr 2016 13:42:48 GMT

Todd - It is not a cache issue - it redirects you to download version 7.4.0. Then that fails with "Sorry, we are unable to process your request. Our system is experiencing some difficulties. Please try again later.".

Clearing cache and cookies (and using other browsers) does NOT resolve the issue. This issue has existed since at least Friday evening.

dcc

Re: Insight-RS 7.6 upgrade - some customers reporting this ends in "Error"

toddg1 — Wed, 06 Apr 2016 13:45:48 GMT

Strange - we have had various folks having complete success getting this, and others reporting the "problem" message you show above.

We will escalate this again to the HPE IT team that owns the site where these bits are housed - this isn't our code, we rely on a data service.

Thanks for letting us know.

I just was able to get there with Chrome - but could not yesterday. Dang intermittent issues.

Re: Insight-RS 7.6 upgrade - some customers reporting this ends in "Error"

dcolpitts — Wed, 06 Apr 2016 13:53:37 GMT

As of 2 minutes ago... https://h20392.www2.hpe.com/portal/swdepot/index.do

This goes to: https://h20392.www2.hpe.com/portal/swdepo/displayProductsList.do?groupName=Insight+Remote+Support

This goes to: https://h20392.www2.hpe.com/portal/swdepot/try.do?productNumber=REMOTESUPPORT

Then finally, this goes to: https://h20392.www2.hpe.com/portal/swdepot/processTrialOrder.do

Re: Insight-RS 7.6 upgrade - some customers reporting this ends in "Error"

lowen — Wed, 06 Apr 2016 13:55:40 GMT

Hi, sorry you are having problems getting access to Insight RS 7.6, we are investigating that urgently. I noticed your comment "Currently we are using Online version with a direct connection which gives us some information about current server state but it's not really working out for us" and was wondering if you could elaborate - would like to understand so we can improve the service.

Thanks,

L.O.

Re: Insight-RS 7.6 upgrade - some customers reporting this ends in "Error"

KissMyAsthma13 — Thu, 07 Apr 2016 09:54:22 GMT

Hello,

First of all Thank You for replying.

Now to elaborate what I mean is that with linking our device to the list of devices everything worked perfectly. It list hardware and it's status. Warranty status is a okay.

Now here is issue I can't figure out.

Some communication issue and we keep getting this Error: cases.error.timeout.error and that status isn't updated really often.

Last update was 2 days ago and the before that I beleive 5 days.

Then it connects and goes away again. Like there's a sync issue.

Even this isn't main issue but that a lot of times we can't even load anything, Web page is a lot of times extremely slow.

So installing it directly on server would maybe be a better solution.

In the end this issue might be on our part but wasn't able to find any info on it.

Except the basic guide I wasn't able to find aynthing else on documentation.

(If You maybe have some additional documentation please link it to me)

Thank You for reading.

Re: Insight-RS 7.6 upgrade - some customers reporting this ends in "Error"

toddg1 — Thu, 07 Apr 2016 13:09:52 GMT

Hello "Kiss" - at this point, I believe it will be best for you to contact HPE Support and request assistance from the Insight RS support team. Something strange is happening with your system for sure, and I don't think we can troubleshoot thru this forum,. The Support team will be able to work directly with you to get this resolved.