Remote Support Registration Failed. getInstalledDateFromUninstallRegKey - failed

[CMMWSP]

I've done searching on the forums here and haven't found a similar topic regarding the registration error I've received.

Upon trying to register I get the following messages in the regIncident.log file:

20110713T08:16:57 Registration warning Incident.cxx 3721 Incident::getInstalledDateFromUninstallRegKey - failed to open

20110713T08:16:57 Registration warning Incident.cxx 3721 Incident::getInstalledDateFromUninstallRegKey - failed to open

20110713T08:16:57 Registration info regIncident.cxx 97 **** registerClient   ***
20110713T08:16:59 Registration error regIncident.cxx 109 Failed to send the client registration event.
20110713T08:16:59 Registration fatal regIncident.cxx 121 1: Registration failed.

I'm running Windows Server 2008 R2 SP1 and have successfully installed SIM 6.3 with no errors. The Install of the Remote Support Advanced Tools was successful and I didn't run into any errors or issues during that installation.

I'm a bit puzzled by the "getInstalledDateFromUninstallRegKey" statement as no where in the installation did it fail to install anything.

Is it possible one of the optional components is needed? I only installed what was selected by default and nothing additional.

Any help would be appreciated.

Thank you.

[BPE]

Do not worry about the first two entries but you should check if your RSclient Account is able to connect to the HP.

More information you can find in the IRSS/IRSA Manuals.

Possible root cause missing or wrong proxy configuration. Web content filter or firewall.

20110714T19:18:08 Registration warning Incident.cxx 3721 Incident::getInstalledDateFromUninstallRegKey - failed to open ...
20110714T19:18:08 Registration warning Incident.cxx 3721 Incident::getInstalledDateFromUninstallRegKey - failed to open ...
20110714T19:18:08 Registration info regIncident.cxx 97 **** registerClient   ***
20110714T19:18:22 Registration always regIncident.cxx 116 SUCCESS: Client registration ... submitted.

[johnpaul]

Hi,

I am having thesame issue.Issue started like this.I update IRS 5.60 to IRS 5.70 after the update Insight remote support service status for my CMS(SIM6.2) changed to State of Client: INSTALLED (Remote Support Client is not registered).

Then I ran "registerClient.cmd -forcereg" and it failed with the following message in regIncident.log.

20120706T10:48:06 Registration warning Incident.cxx 3721 Incident::getInstalledDateFromUninstallRegKey - failed to open 0A358EEB-1E16-48C8-B0DD-0DC15FAA2C59
20120706T10:48:06 Registration warning Incident.cxx 3721 Incident::getInstalledDateFromUninstallRegKey - failed to open C5DCCD6D-375E-4298-9CE8-F016341641F7
20120706T10:48:06 Registration info regIncident.cxx 97 **** registerClient   ***
20120706T10:48:09 Registration error regIncident.cxx 109 Failed to send the client registration event.
20120706T10:48:09 Registration fatal regIncident.cxx 121 1: Registration failed.

Now the complete IRS is disabled bnot sending any informations to HP support!

Badly need your help in resolving this issue.

Regards,

Johnpaul