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Problems with Remote Support Configuration and Services (Warranty Status)

Alexey V. Khnykin
Occasional Visitor

Problems with Remote Support Configuration and Services (Warranty Status)

Hi.
I am installing HP SIM 5.3 to HP Proliant DL360 G5. Operation System is Windows Server 2003 with SP2 and all last updates applied.
I have a problem with registration Remote Support Configuration and Services. After we start this registration from SIM Console (Options â Remote Support Configuration and Services) we received following message: Remote Support registration failed. There may be connectivity issues, or the datacenter may be offline right now. Please refer to the log file and the documentation for more information. As a result, I cannot use HP SIM function to check warranty status. When we start the Contract and Warranty Data Collection we received following message: Sending contract and warranty request to the hp.com back-end contract and warranty service using Service Essentials Remote Support Pack client. There was no response from the Service Essentials Remote Support Pack client and/or the remote back-end contract and warranty service at hp.com. Verify the Service Essentials Remote Support Pack client service is running, properly configured and that the HP SIM server has access to the internet.
In log files I see the next text:
Iseeclient.txt
20091217T13:43:17 | IseeClient | error | WinHttpWrapper.cxx:697 | winhttp-1.2: fsend, error (12002: The operation timed out) in WinHttpSendRequest
20091217T13:43:17 | IseeClient | error | ResponseHandler.cxx:87 | ERROR DURING TRANSPORT, transport type=registration transport id=620EBBBC-F947-4C6C-8469-CB7F43CB22C5 Error details: soap fault code=24 soap fault string=An HTTP processing error occurred soap fault detail=
20091217T13:43:26 | IseeClient | info | DataStore.cxx:364 | Data Store Manager next wakeup: Thu 12 17 13 53 26 2009
20091217T13:43:42 | IseeClient | error | WinHttpWrapper.cxx:697 | winhttp-1.2: fsend, error (12002: The operation timed out) in WinHttpSendRequest
20091217T13:43:42 | IseeClient | error | ResponseHandler.cxx:87 | ERROR DURING TRANSPORT, transport type=registration transport id=620EBBBC-F947-4C6C-8469-CB7F43CB22C5 Error details: soap fault code=24 soap fault string=An HTTP processing error occurred soap fault detail=
20091217T13:44:07 | IseeClient | error | WinHttpWrapper.cxx:697 | winhttp-1.2: fsend, error (12002: The operation timed out) in WinHttpSendRequest
20091217T13:44:07 | IseeClient | error | ResponseHandler.cxx:87 | ERROR DURING TRANSPORT, transport type=registration transport id=620EBBBC-F947-4C6C-8469-CB7F43CB22C5 Error details: soap fault code=24 soap fault string=An HTTP processing error occurred soap fault detail=
20091217T13:44:32 | IseeClient | error | WinHttpWrapper.cxx:697 | winhttp-1.2: fsend, error (12002: The operation timed out) in WinHttpSendRequest
20091217T13:44:32 | IseeClient | error | ResponseHandler.cxx:87 | ERROR DURING TRANSPORT, transport type=registration transport id=620EBBBC-F947-4C6C-8469-CB7F43CB22C5 Error details: soap fault code=24 soap fault string=An HTTP processing error occurred soap fault detail=
20091217T13:44:57 | IseeClient | error | WinHttpWrapper.cxx:697 | winhttp-1.2: fsend, error (12002: The operation timed out) in WinHttpSendRequest
20091217T13:44:57 | IseeClient | error | ResponseHandler.cxx:87 | ERROR DURING TRANSPORT, transport type=registration transport id=620EBBBC-F947-4C6C-8469-CB7F43CB22C5 Error details: soap fault code=24 soap fault string=An HTTP processing error occurred soap fault detail=
20091217T13:45:07 | IseeClient | error | TransportJob.cxx:298 | ERROR BEFORE TRANSPORT, transport type=registration transport id=620EBBBC-F947-4C6C-8469-CB7F43CB22C5 Error details: error string=problem during preAction phase, bad return code, returning code to caller 1007

regIncident.txt
20091217T13:42:59 | Registration | info | regIncident.cxx:97 | **** registerClient ***
20091217T13:45:02 | Registration | error | regIncident.cxx:109 | Failed to send the client registration event.
20091217T13:45:02 | Registration | fatal | regIncident.cxx:121 | 1: Registration failed

I start Checking Connectivity from Start-All Programs-Hewlett-Packard-Remote Support Software Manager- Remote Support Software Manager User Interface. In result â Success state.

On firewall/proxy server log I see all success connection to HP sites. WE have not found any unsuccessful connection attemt in log file. For HP SIM server port 80 and 443 TCP were opened to all HP-sites.
How I can resolve this problems?

P.S. In attachment file â screen from HP SIM.
1 REPLY
NJK-Work
Honored Contributor

Re: Problems with Remote Support Configuration and Services (Warranty Status)

Not sure if this is your problem, but I know in the past that if you installed/configured the RSCS in an RDP session, it would fail. They may have fixed this with 5.3 as well.

I always make sure I am sitting at the SIM server and do not use RDP when installing the RSCS tool.

Nelson