topic Re: ISEE does not show any info of the system in Insight Remote Support

ISEE does not show any info of the system

Wallace Liu — Fri, 21 Apr 2006 02:03:48 GMT

OS: HP-UX 11.23
System: vpar of Itanium superdome
ISEE: A.03.95.026 for Itanium.
downloaded file name is
ISEEPlatform_A.03.95.026_HP-X_B.11.22_IA.depot

Problem: ISEE GUI does not display any info such as IP address,etc of the system despite ISEE shows incidents properly. Please see the attachment.

I install same ISEE onto several Vpars of the same superdome. The ISEE on some vpars function properly while some do not. All the vpars are installed with same ISEE and same OS.

Reinstall has been done several times.

Please help me solve this problem. Thanks.

I can not find send_test_event on 11.23. what is the equivalent command

Wallace

Re: ISEE does not show any info of the system

Andrew Merritt_2 — Mon, 24 Apr 2006 04:34:16 GMT

Hi Wallace,
I can help you with one part of your query, send_test_event is part of the OnlineDiags, and can be found in /etc/opt/resmon/lbin on 11.23 (it's there on 11.11 too, as well as /opt/resmon/bin).

I'm not sure why it's not in both places on 11.23.

Andrew

Re: ISEE does not show any info of the system

Liem Nguyen — Mon, 24 Apr 2006 07:14:59 GMT

Hi,

Please upload a copy of /opt/hpservices/log/mad.log and /opt/hpservices/etc/motprefs, plus a motprefs from a working Vpar.

I assume if you do "swlist | grep -i isee", you would see A.03.95.026 on all of Vpars.

Do you have the same STM on all? Run cstm to find the version.

Regards,

Re: ISEE does not show any info of the system

Wallace Liu — Tue, 25 Apr 2006 22:33:12 GMT

Hi Andrew and Liem,

Thank you. I find the command. However, new problems appears. The send_test_event does not generate any response at all Itanium ISEE GUIs. However this command does generate an event on other systems which run 11.11. How can I solve this problem?

swlist command does show A.03.95.026 installed.

The files are packed in to the attached file. Once you have unpack it, you will see four directories:
info_exist: the ISEE GUI shows the system info such as IP address
info_existed_before: system info was displayed A WHILE AGO but not now
info_no_exist and info_no_exist2 : system info has never been displayed.

Thank you all for your help.

Wallace

Re: ISEE does not show any info of the system

Wallace Liu — Tue, 25 Apr 2006 22:35:28 GMT

Hi Andrew and Liem,

Upto now, all the Itamnium boxes show some kind of proble:

All Itanium boxes do not respond to send_test_event command;
Some Itanium systems do not show system info in ISEE GUI.

Cheers

Wallace

Re: ISEE does not show any info of the system

Wallace Liu — Wed, 26 Apr 2006 00:36:09 GMT

Hi Andrew and Liem,

Sorry, I did not post the STM version. All systems have C.48.00 installed.

Cheers

Wallace

Re: ISEE does not show any info of the system

Andrew Merritt_2 — Wed, 26 Apr 2006 02:36:03 GMT

I can't help with the ISEE part, but the first step is to make sure the OnlineDiags are working. When you run 'send_test_event' do you get an Event 103 logged in /var/opt/resmon/log/event.log?

Andrew

Re: ISEE does not show any info of the system

Liem Nguyen — Wed, 26 Apr 2006 07:23:23 GMT

Wallace & Andrew,

I can see AT LEAST two problems:

1. The Server Name is incorrect (you can see this in motprefs file, also from ISEE GUI):
Server=woolisee.woolworths.com.au

This is incorrect, it should be the name of HP Backend Server, such as: isee.europe.hp.com or isee.asiapac.hp.com.

To fix this problem, you can either remove & reinstall, then configure with the right Server name, this is in ISEE GUI, under Server Information section.

Or you can simply run "/opt/hpservices/RemoteSupport/bin/changeServer isee.asiapac.hp.com"

I'll need mad.log and motprefs once again after the Server is correctly defined.

2. send_test_event won't work:
Do you see the test event in /var/opt/resmon/log/event.log and in /var/opt/resmon/log/rst.log?

We need to fix the above problems first before we can move on.

Also, I just want to say Hi to Andrew if you are the same person that was doing OpenMail a while back.

Regards,

Re: ISEE does not show any info of the system

Liem Nguyen — Wed, 26 Apr 2006 07:31:59 GMT

Hi,

If you have SPOP (Advanced Configuration), then Server name should be the name of your SPOP.

Regards,

Re: ISEE does not show any info of the system

Wallace Liu — Wed, 26 Apr 2006 19:28:21 GMT

Hi Andrew,
Thank you. You help in OnlineDiag does help me a lot. I assume that OnlineDiag ties closely to ISEE.

Andrew and Liem,
The test event does not appear in neither /var/opt/resmon/log/rst.log nor /var/opt/resmon/log/event.log

I run send_test_event dm_memory command to generate test event. Is this command correct on Itanium running 11.23?

The server name is correct. I have a SPOP configured. The SPOP is woolisee.woolworths.com.au. I installed the same ISEE version to PA-RISC systems runnning 11.11. The PA-RISC systems behaves well.

Here I post two screen shots.

Thanks for your help.

Wallace

Re: ISEE does not show any info of the system

Wallace Liu — Wed, 26 Apr 2006 22:51:35 GMT

Hi Andrew and Liem,

I know now that I did not run correct command on Itanium. The correct command is /etc/opt/resmon/lbin/send_test_event memory_ia64.

Now one issue is resolved. The no info in ISEE is still an existance.

Andrew,

Thank you very much for your help.

Liem,

Please continue to help me get the problem resolved.

Cheers

Wallace

Re: ISEE does not show any info of the system

Wallace Liu — Thu, 27 Apr 2006 01:13:39 GMT

Hi Liem,

I removed the ISEEPlatform and re-installed on one box but the problem is still there. After the installation, /opt/hpservices/RemoteSupport/bin/iseeInit is hard on, but file /opt/hpservices/tmp/.firsttimes is empty(size is zero).

Could you please tell me some methdology behind ISEE. There is no much trouble shooting documentation available.

When I am inputing contact info,etc after the installation, the ISEE GUI does not show the Serial Number and Product Number. Please see the attached file. How does ISEE get these info? Also , if "detailed system information" is clicked, the system reports "Diagnostic Failed to Complete". What is running after "detailed system information" is clicked?

thank you for your help.

Wallace

Re: ISEE does not show any info of the system

Liem Nguyen — Thu, 27 Apr 2006 07:43:16 GMT

Hi Wallace,

Do you see this host show up on the SPOP under View All Devices? It may show up as "unnamed device".

iseeInit is the initialization process, it runs only during the setup phrase to submit the Configuration to the SPOP, if this process keeps running, there might be a communication between this Server and SPOP.

Can you run "telnet woolisee.woolworths.com.au 80" and let me know if this is working?

At this time, I can only recommend one more thing to try is to find a different Java version on your Server and try it out. This is set in motprefs file (JVM_LOC), such as:
JVM_LOC=/opt/java1.4/bin/java

There is one that comes with ISEE and it's under:
JVM_LOC=/opt/hpservices/jre/bin/java

You will need to stop/start hpservices after making the change.

Let me know if this works for you.

Regards,

Re: ISEE does not show any info of the system

Wallace Liu — Fri, 28 Apr 2006 01:44:59 GMT

Hi Liem,

You are genius. The problem is in deed caused by JRE.

After ISEE is installed , JVM_LOC is automatically set to JVM_LOC=/opt/java1.3/jre/bin/java on all my Itanium systems. All my Itanium boxes have both JRE13 and JRE14 installed. The are installed into /opt/java1.3 and /opt/java1.4. The installed JRE14 is version 1.4.2.07.02. However some systems are installed with JRE13 version 1.3.1.15.01 and some are installed with JRE13 version 1.3.1.13.01.

My "no data problem" is ONLY on all systems with JRE13 version 1.3.1.13.01.

For these problem systems, I first removed ISEE and re-installed ISEE. Then I stopped ISEE and set JVM_LOC=/opt/java1.4/jre/bin/java in /opt/hpservices/etc/motprefs file and restarted ISEE. ISEE functions properly after this change. I have to remove the software first becaused I input contact info,etc before for these systems. I don't know how to wipe off the info without re-installation.

I have two questions need our further help:
Question one: if an ISEE client has already been configured with contact info,SPOP info etc, apart from re-installation, how do I wipe off those info?

Question two, JVM_LOC is set automatically by the installation, do I have any way to make installation set it to /opt/java1.4/jre/bin/java?

I did below trying to make JVM_LOC be set to /opt/java1.4/jre/bin/java but failed:
- swinstall -x defer_configure
- change motprefs
- swconfig ISEEPlatform

I find swconfig changes JVM_LOC back to /opt/java1.3/jre/bin/java

Cheers

Wallace

Re: ISEE does not show any info of the system

Liem Nguyen — Fri, 28 Apr 2006 06:57:15 GMT

Hi Wallace,

You wrote:

I have two questions need our further help:

Question one: if an ISEE client has already been configured with contact info,SPOP info etc, apart from re-installation, how do I wipe off those info?

>>>> The Contact info, Company Info, Entitlement Info, Proxy can always be changed within ISEE GUI.

The SPOP (Server name) cannot be changed from the GUI, however, you can use changeServer command to point to another SPOP (or to HP Backend Server).

/opt/hpservices/RemoteSupport/bin/changeServer isee.americas.hp.com

Question two, JVM_LOC is set automatically by the installation, do I have any way to make installation set it to /opt/java1.4/jre/bin/java?

>>>> You can try after ISEE is installed:

/opt/hpservices/RemoteSupport/bin/coreConfig -r JVM_LOC /opt/java1.4/jre/bin/java

I am glad to see the problem is fixed.

Regards,