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Remote Support Client problems

Remote Support Client problems

Hello,

I have an installation of HPSIM 5.2.2 + RSP A.05.10.

When i first installed the RSP everything went ok. I could entitle all the servers, EVA's and SAN switches. Now i came back to finalize the installation and some tests, and the Remote Support Client its not working anymore.

When i try to check "contract and warranty" of any device, i get "There was no response for the Service Essencials Remote Support Pack". No changes have been made in the server nor the network.

I checked the access to
https://isee-updates.americas.hp.com and
https://services.isee.hp.com/version/index.htmlboth ok.

When in HPSIM i go to Options -> Remote Support and try to test connectivity (in the bottom of the page), everything ok.

i tried to create an error event (took a disk from a server) and i got OSEM to detect it OK. In HPSIM "All HP Service Events" i get submitted status, but not delivered.

Does anyone has a suggestion to me?

Thank you!
Gustavo
3 REPLIES
Rob A. Hart
Occasional Advisor

Re: Remote Support Client problems

Hi Gustavo,

Please review the Important Information on Contract and Warranty reporting section within the A.05.20 HP Remote Support Pack Release Notes (page 9: http://docs.hp.com/en/5992-6186/5992-6186.pdf)

Re: Remote Support Client problems

Hello Rob,

Thank you for your answer.

The link you sent says Document mossing or moved...

I installed RSP A.05.10, so... the Contract and warranty section in the doc is the same for RSP A.05.20 version as you say?

Rob A. Hart
Occasional Advisor

Re: Remote Support Client problems

Hi Gustavo,

In my initial reply ITRC included the bracket as part of the URL, it should be:

http://docs.hp.com/en/5992-6186/5992-6186.pdf

In case the URL does change in the future the following is the text of the details I wanted to highlight from the PDF file:

Important information on Contract and Warranty reporting

HP has detected an issue with the Contract & Warranty functionality in HP Remote Support Pack (RSP) A.05.05 and A.05.10 that can cause disk space problems on the Central Management Server (CMS) and can also significantly slow down incident processing because of excessive repeat requests for Contract and Warranty information to HP. This is issue is fixed in the RSP A.05.20 release. From February 28th, 2009 contract and warranty data will no longer be updated on releases A.05.05 and A.05.10 until they are migrated to A.05.20 to ensure that there are no significant delays of incident reporting from these versions to HP.