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HP Insight Remote Support install fails to connect to HP

Kurt Gunter
Advisor

HP Insight Remote Support install fails to connect to HP

So... I download and install HP Insight Remote Support on my HP Systems Insight Manager server.

Most of the installation completes (the downloads etc.) and then I receive the message "Failed to connect to the HP support center. Pelase click "Back" and verify your proxy settings".

Of course, even though it says to check the (1.4MB of) logs for more information, this connectivity failure is not explicitly referenced in any way. Ditto with the (very limited) documentation I was able to find. A Google search turns up nothing either.

It's only here that I managed to find a reference to this issue, and the names/port of what exactly it's trying to connect to. Infuriating, HP, you can do better!

So I understand that the servers it's trying to contact are:

https://rsswm.software.hp.com/proc/rps/
https://services.isee.hp.com/version/index.htm
https://rsswm.policy.hp.com

I clearly do not have access to the 1st and 3rd URLs. This is also clearly not to do with my Internet connection, since I've tried from multiple locations. I can telnet to each host on Port 443 and it opens the port, but using IE for the full URL returns 404 errors.

Any advice?

Where do we go from here?

3 REPLIES
Andrew Claiborne
Valued Contributor

Re: HP Insight Remote Support install fails to connect to HP

Hi Kurt,

That fact that your telnet test succeeds indicates that Insight RS should have connectivity with no web proxy server.

The problem described here: http://forums13.itrc.hp.com/service/forums/questionanswer.do?admit=109447627+1236582544232+28353475&threadId=1315858
causes the connectivity check to fail, even when you have valid connectivity. The workaround described in that thread works for Insight RS as well.

Hitting the URLs above with IE does not give a very good indication of connectivity. https://rsswm.software.hp.com gives a 403 access denied result if you have good connectivity. The application actually hits rsswm.policy.hp.com via TCPS, so the results of hitting it with https aren't a very good indication of connectivity.

I totally hear you that having a valid URL to hit with IE to manually check connectivity would be a big help. I'll see what we can do in this arena.

If you still cannot connect, the key log file to look at is: C:\Program Files\HP\CM\Log\CM_GL_TESTPACKAGE_WIN_install.log. Lines that contain --! indicate potential problems. If you have a real connectivity issue, it should be detailed on one of these lines.

Best Regards,
-Andy Claiborne


Ed_Burke
Occasional Visitor

Re: HP Insight Remote Support install fails to connect to HP

I'm experiencing the same issue as described on this issue.  However, it appears the link to thread containing the workaround no longer works.  Might anyone have the workaround steps or an updated link?

 

We are like 95% of the way there for our Insight set-up and this is the last piece to getting it established.

 

Thanks in advance for any assistance.

gerry1
Occasional Visitor

Re: HP Insight Remote Support install fails to connect to HP

have you found the thread that has the workaround?