topic Re: Remote Support has not been registered in Server Management - Systems Insight Manager

Remote Support has not been registered

cscherb — Sun, 21 Oct 2007 10:38:44 GMT

I have some serios problems in regsitering for remote support in HPSIM.

Registration for Remote Support via "Options - Remote Support Configuration and Service" failed after entering the data in the form and clicking "Submit Updates and Register".

"Updateing the information and registering the client" is displayed and then the display is switching back to the form where "Remote Support has not been registered" is displayed in the top header. I tried this multiple times with the same result.

In the logfile "...\Hewlett-Packard\RemoteSupport\logs\iseeclient.log" the following is recorded:

20071021_17:34:06 | ISEEClient | always | TPMListener.cxx:221 | Received IPC to submit transport item to the queue.
20071021_17:34:06 | ISEEClient | always | FileQueue.cxx:92 | Added a transport item to the request queue. 33CF0B3E-4D15-4F16-95B2-7BE94DD61439
20071021_17:34:07 | ISEEClient | error | ResponseHandler.cxx:227 | ERROR DURING TRANSPORT, transport type=registration submission id=33CF0B3E-4D15-4F16-95B2-7BE94DD61439 Error details: error code=100 error string=Failed to get GDID! isClient=true
20071021_17:34:08 | Registration | fatal | regIncident.cxx:175 | 100: Registration failed.

What does "Failed to get GDID!" mean ?

Re: Remote Support has not been registered

James ~ Happy Dude — Sun, 21 Oct 2007 14:34:30 GMT

Check your firewall settings to see if the Remote Support tool is being blocked.

James.

Re: Remote Support has not been registered

cscherb — Mon, 22 Oct 2007 01:50:36 GMT

We are using a proxy server and communication from HPSIM via proxy server to internet is working fine (e.g. visiting the URL https://services.isee.hp.com/version/ as described in the "HP Service Essentials Remote Support Pack Configuration and Usage Guide" on page 13 ["AFTER you configure your network for Remote Support, it is recommended that you test
connecitivity to the HP Support Center from the CMS by visiting this URL
https://services.isee.hp.com/version/. You should see the RSP version number displayed on an otherwise blank page."])

Re: Remote Support has not been registered

A. Edens — Thu, 25 Oct 2007 12:28:38 GMT

CSCHerb,

We had some similar strange error messages and failures.

Are you attempting to register from a machine that you are accessing via Microsoft Terminal Service?

If so, try adding the /console switch to mstsc.exe before you run it. Better yet, don't register using the TS client at all. Do it via console or iLo if possible.

I am not sure this will resolve your issue, but it did fix the problems I was having with registration.

Re: Remote Support has not been registered

cscherb — Thu, 25 Oct 2007 14:22:22 GMT

Using terminal client with /console switch to connect to the HPSIM server and opening the browser to connect to the local machine the registration was sucessfull !

Re: Remote Support has not been registered

cscherb — Thu, 25 Oct 2007 14:23:38 GMT

The suggestion of A. Eden solved the problem - thanks a lot !