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ISEE incidents are not submitted

T. Siebler
Occasional Contributor

ISEE incidents are not submitted

Hello

I recently installed the current version of IRS in order to monitor our 2 EVAs. Now a disk has failed and an incident has been created. In Webes Notifications in the System Event Analyzer I can see "Delivered: ISEE,..." but it seems that incidents do not arrive at HP.
When I look at the details of the ISEE incident I notice in the first line "Submission state changed from "Pending" to "Other"" and then about every 10 seconds "Submission state changed from "Other" to "Other"". I guess I should see something like "submitted" here.

Does anyone have an idea ?
12 REPLIES
Steven Clementi
Honored Contributor

Re: ISEE incidents are not submitted

Does the machine IRS is running on have access to the Internet?

Steven
Steven Clementi
HP Master ASE, Storage and Clustering
MCSE (NT 4.0, W2K, W2K3)
VCP (ESX2, Vi3, vSphere4, vSphere5)
RHCE
NPP3 (Nutanix Platform Professional)
T. Siebler
Occasional Contributor

Re: ISEE incidents are not submitted

Yes it does.
Micke_Ch_1
Frequent Advisor

Re: ISEE incidents are not submitted

Hi !!

I have the exact same problem and have a case opened at HP. No solution yet. 2 weeks now.

I will post the answers here.

/Micke Ch

Re: ISEE incidents are not submitted

Hi,

Submission state "Other" is normally connected to problems with proxy configuration or anyhow to problems accessing the required https sites that are necessary for IRS to work properly.
If you are using proxy (automatic proxy configuration is not supported) you need to check that your IRS server can access the follwing ip addresses via https:
15.232.64.127 isee-updates.americas.hp.com
15.193.24.60 rsswm.policy.hp.com
15.193.24.61 rsswm.software.hp.com
15.216.12.255 services.isee.hp.com

With or without proxy you need to have access to these IP addresses via https.
AdamJ
Frequent Advisor

Re: ISEE incidents are not submitted

Has anyone got an update on this? I am having the same problem.
Micke_Ch_1
Frequent Advisor

Re: ISEE incidents are not submitted

Hi!

HP told me that if I am able to connect to this site: https://services.isee.hp.com/version
you should get a response with a couple a number as 05.30.08.868.

If thats working then everything was correct in the firewall.

But that was not correct.
Same problem remains.

I will contact HP again.

Best Regards
/Micke Ch
AdamJ
Frequent Advisor

Re: ISEE incidents are not submitted

This has now been fixed for us. The problem was our proxy. HP told us the following

RSSWM supports connecting directly to the Internet or connecting through a proxy server and supports all proxy servers conforming to the HTTP/1.0 Specification. RSSWM does not support proxies using proxy auto-configuration scripts, NTLM authentication (also known as Integrated Windows Authentication), or Kerberos authentication.

As our proxy uses NTLM we have had to bypass it in order for the RSP to work correctly.
echong
Regular Advisor

Re: ISEE incidents are not submitted

I also see the "Submission state change from "Other" to "Other"" messages every 12 mins. Proxy are setup with RSSWM and HPSIM Remote Support Configuration. I did a test on both places and they both return ok. Where else is the proxy configured? Should the message say failed, what "other" means?

Which log file I should check for the incident submission?

Thanks.
ITRC Test-CH
Trusted Contributor

Re: ISEE incidents are not submitted

It looks as the connection has been "cut" by content monitoring software on the firewall for example.
Some of the IRS logfiles are in ..\HP\RemoteSupport\logs. Have a look in submitProxiedIncident.log then go into iseeclient.log

Regards, Werner

Re: ISEE incidents are not submitted

In my case it has somtehing to do with the proxy authentication in System Event Analyzer. Clearing the authentication fields and allowing -all users- to the *.hp sites fixed it for me.
Jan Svoboda HP
Occasional Visitor

Re: ISEE incidents are not submitted

Hello,

I have the same issue. Incidents goes from "Other" to "Other". Have you find any solution ?

I do not understand where to set:

"In my case it has somtehing to do with the proxy authentication in System Event Analyzer. Clearing the authentication fields and allowing -all users- to the *.hp sites fixed it for me."

Thank you !

Re: ISEE incidents are not submitted

Start "System Event Analyzer", click "Configure RSC Settings" (yellow/green icon in the middle). You will find the proxy settings at the bottom of the page.
In my case the proxy did not accept the credentials, so clear the username, domain and password and allowed "all users" through the proxy from this specific server to the HP sites.