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Insight Remote Support 7.9.0.0098 Failed to connect to HPE via proxy

 
shatra
Advisor

Insight Remote Support 7.9.0.0098 Failed to connect to HPE via proxy

Currently I am experience sporadic problems in IRS regarding connection to HPE.

After testing internet connection from Administrator Settings --> Settings --> Test Connection, i get the status "Connected".

When I try to discover a new system, Hosting Device health is changing to red , wiht error on Conectivity : Failed to connect to HPE.

rsadmin config -displayAll | findstr "api"
STARTUP HpAdapter.Address.EndPoint => https://api.support.hpe.com/v1/
STARTUP swm.manifest.url => https://api.support.hpe.com/v1/SWM/manifest.xml
STARTUP swm.package.url.server => https://api.support.hpe.com/v1

What I already did:

- restarted IRs

- Tried with different proxy servers

- checked the latest available updates.

 

=============================================

 

Any Tips?

 

13 REPLIES 13
toddg1
HPE Pro

Re: Insight Remote Support 7.9.0.0098 Failed to connect to HPE via proxy

Hello Shatra, 

I had a report that there were some periods of outage in the Hewlett Packard Enterprise Data Centers on 14 October that would have impacted connectivity for Insight Remote Support.

I have been told that the problems are now resolved - can you please check again?


Accept or Kudo
shatra
Advisor

Re: Insight Remote Support 7.9.0.0098 Failed to connect to HPE via proxy

Same behavior, when do a test connection I get the internet status Connected. Hosting Device Health also green.

After I run a refresh warranty contract for a system, registration in progress and hosting device health is back again red...

Detailed:
1. Check that the connectivity check has passed. Without connectivity, subscriptions will not succeed. 2. Check that the credentials are still valid.

 

 

 

toddg1
HPE Pro

Re: Insight Remote Support 7.9.0.0098 Failed to connect to HPE via proxy

Hi Shatra,

I again connected with our support team, who indicates the service is up and running, and that if you are still experiencing issues, it may be something else - and that you probably need to contact HPE support at this stage to make sure you are back in working order.

Thank you.


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shatra
Advisor

Re: Insight Remote Support 7.9.0.0098 Failed to connect to HPE via proxy

I had a look in hprs log file, something got my attention

 

35287-94] INFO c.h.u.i.helper.IntegrationHelper - Testing connection to: (proxyhostname:8080) proxyUserName:(domain\user)
21 Nov 2018 12:53:40.084 JettyServer[qtp1502635287-94] INFO c.h.u.i.helper.IntegrationHelper - Testing connection to address (https://api.support.hpe.com/v1/ClientRegistration/ClientRegistrationService.asmx)
21 Nov 2018 12:53:40.396 JettyServer[qtp1502635287-94] INFO c.h.u.p.r.RemoteSupportNodeBPO - Connectivity Status Change: Failure --> Success
21 Nov 2018 12:53:40.412 JettyServer[qtp1502635287-94] INFO c.h.u.i.helper.IntegrationHelper - Connectivity test finished - succeeded
21 Nov 2018 12:53:40.474 JettyServer[qtp1502635287-94] INFO com.hp.uca.ui.filters.SecurityFilter - #SecEvt : User (domain\user) at (irshost:55919) : accessing following uri (/remotesupport/rest/applicationsettings/update-connectivity)
21 Nov 2018 12:53:40.505 IntegrationRunner[ORMgr-6] ERROR c.h.u.p.r.RemoteSupportNodeBPO - Connectivity Status Change: Success --> Failure
21 Nov 2018 12:53:40.505 IntegrationRunner[ORMgr-6] WARN c.h.u.i.a.hp.remotesupport.HpAdapter - OosRegistration failed; OosRegistration caught WebService exception; The server sent HTTP status code 503: Service Unavailable; Request size: 7530 bytes.

shatra
Advisor

Re: Insight Remote Support 7.9.0.0098 Failed to connect to HPE via proxy

Just finished a VR session wiht hp support, it seems that the outage is still present on HP backend, and is scheduled some maintenance over the weekend, will see on Monday!

jeremysherriff
Occasional Advisor

Re: Insight Remote Support 7.9.0.0098 Failed to connect to HPE via proxy

I had the same issue with my IRS system, and can report that it is now resolved as of about 7pm Saturday 1 Dec, GMT.

However it is NOT resolved for my OneView systems - they still fail to register new devices.  The HPE back-end endpoints for OneView are also part of the api.support.hpe.com global load-balancer.

JTodd1
Frequent Advisor

Re: Insight Remote Support 7.9.0.0098 Failed to connect to HPE via proxy

Hi - Please file a support call for your OneView system. It should also be resolved there.

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jeremysherriff
Occasional Advisor

Re: Insight Remote Support 7.9.0.0098 Failed to connect to HPE via proxy

I have several tickets open, and have not been able to get a response on any of them for several days.  Replying to the last email, and logging a comment in the support portal, have both failed to get an update.

In desperation I opened an additional ticket, which was closed as a duplicate after a brief phone call.  The original ticket still has no update.

JTodd1
Frequent Advisor

Re: Insight Remote Support 7.9.0.0098 Failed to connect to HPE via proxy

I don't have enough background to tell you mish about what could be going on in your environment. Can you please select a server or enclosure and do the following?
- Clear any active Remote Support enablement alerts from the UI for that system
- Enable Remote Support on that system

If that provides the desired result, perform the same steps for other systems.

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