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Remote Support Software Manager hangs every time

GVB
Advisor

Remote Support Software Manager hangs every time

We trying to do install HP SIM 5.3 and RSP on new HP Proliant DL380 G5 Server with Windows Server 2003. SIM is working fine but the initialization for the Remote Support Software Manager has some problems, its try to check the HP support center on secure connectivity but its hangs every time around the 80% (see pic). We check some connections to
https://services.isee.hp.com/version/index.html Thatâ s work correct, the answer is: 05.30.08.868 and https://rsswm.software.hp.com/site/ Also work fine (server is operating correctly) so the connections must be fine. Into the log we see this:

27-5-2009 10:02:32 [DEBUG] DataInput1Form: Calling SetValues on SWMPROPS...
27-5-2009 10:02:32 [DEBUG] DataInput1Form: ...done
27-5-2009 10:02:32 [DEBUG] DataInput1Form: Verifying values were written correctly...
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that COMPANY was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that COUNTRY was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that ENDPOINT was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that LANGUAGE was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that REGION was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that SCHED was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that VERSION was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that USEPROXY was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that PROXDISC was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that PROXADDR was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that CEMAIL was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that CUSTNFY was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that CUSTRPTS was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that GBLCNST was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: Calling SetValues on RADSETUP...
27-5-2009 10:02:32 [DEBUG] DataInput1Form: ...done
27-5-2009 10:02:32 [DEBUG] DataInput1Form: Verifying values were written correctly...
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that RADTRAY was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that EXBSETUP was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that EXBEXIT was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that ZGRPINFO was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: * Checking that ALWAYSS was set correctly.
27-5-2009 10:02:32 [DEBUG] DataInput1Form: Determining if email fields should be shown...
27-5-2009 10:02:32 [DEBUG] DataInput1Form: Based on values of SendNotifications(True)
27-5-2009 10:02:32 [DEBUG] DataInput1Form: and SendReports (True)
27-5-2009 10:02:32 [DEBUG] DataInput1Form: Either SendNotifications or SendReports was true. Making email fields visible.
27-5-2009 10:02:32 [DEBUG] CheckConnForm: CheckConnForm OnVisibleChanged was called.
27-5-2009 10:02:32 [DEBUG] CheckConnForm: form was made visible. clearing progress bar and starting timer
27-5-2009 10:02:32 [DEBUG] CheckConnForm: CheckConnForm calling connectivity check method...
27-5-2009 10:02:32 [DEBUG] RadiaCommandRunner:In RadiaCommandRunner()
27-5-2009 10:02:32 [DEBUG] RadiaCommandRunner: Radia is installed.
27-5-2009 10:02:32 [DEBUG] RadiaCommandRunner: RadiaRsInstallRoot is : C:\PROGRA~1\HP\CM\RSSWM
27-5-2009 10:02:32 [DEBUG] RadiaCommandRunner:In hasConnectivity()
27-5-2009 10:02:32 [DEBUG] RadiaCommandRunner:In getCatalog()
27-5-2009 10:02:32 [DEBUG] RadiaCommandRunner: Executing: sslmgr=rsswm.policy.hp.com, sslPort=443, RCSURI=TCPS://rsswm.policy.hp.com:443, DATAURI=HTTPS://rsswm.software.hp.com:443, uid=00_1C_C4_E3_2A_94788612581308780, mname=RSPS, dname=SWM, startdir=RSSWM,context=m,cat=prompt,ulogon=n,del=n,ind=n,cop=m,log="C:\PROGRA~1\HP\CM\RSSWM\RadiaCommandRunner.log", sendcat=y
27-5-2009 10:02:32 [DEBUG] RadiaCommandRunner: Waiting for command to return...
27-5-2009 10:02:37 [DEBUG] CheckConnForm: Recieved an elapsed event -- Handling in Timer_Tick
27-5-2009 10:02:37 [DEBUG] CheckConnForm: timerCheckConn sent an elapsed event10:02:37.3012550
27-5-2009 10:02:37 [DEBUG] CheckConnForm: progress bar value was: 0
27-5-2009 10:02:37 [DEBUG] CheckConnForm: progress bar value updated to: 7
27-5-2009 10:02:42 [DEBUG] CheckConnForm: Recieved an elapsed event -- Handling in Timer_Tick
27-5-2009 10:02:42 [DEBUG] CheckConnForm: timerCheckConn sent an elapsed event10:02:42.3004230
27-5-2009 10:02:42 [DEBUG] CheckConnForm: progress bar value was: 7
27-5-2009 10:02:42 [DEBUG] CheckConnForm: progress bar value updated to: 14
27-5-2009 10:02:47 [DEBUG] CheckConnForm: Recieved an elapsed event -- Handling in Timer_Tick
27-5-2009 10:02:47 [DEBUG] CheckConnForm: timerCheckConn sent an elapsed event10:02:47.2995910
27-5-2009 10:02:47 [DEBUG] CheckConnForm: progress bar value was: 14
27-5-2009 10:02:47 [DEBUG] CheckConnForm: progress bar value updated to: 20
27-5-2009 10:02:52 [DEBUG] CheckConnForm: Recieved an elapsed event -- Handling in Timer_Tick
27-5-2009 10:02:52 [DEBUG] CheckConnForm: timerCheckConn sent an elapsed event10:02:52.2987590
27-5-2009 10:02:52 [DEBUG] CheckConnForm: progress bar value was: 20
27-5-2009 10:02:52 [DEBUG] CheckConnForm: progress bar value updated to: 26

And the last keep going and going, also after reboot of cleaning the machine from temps, cookies etc, it doesnâ t matter. What can be wrong?
5 REPLIES
ITRC Test-CH
Trusted Contributor

Re: Remote Support Software Manager hangs every time

Hello,
Check also rsswm.policy.hp.com by telnet onto port 443.
What do the logs of your proxy or firewall say?

Here again the rules that you succeed to access the HP backend:
The IRS Client configuration may fail if a customerâ s firewall or a security software filters network communication between the monitored client and the HP Support Center. For example, some firewall software, such as WatchGuard firewall, filters some HTTP protocols by default. It may block http redirection, http download of compressed files, etc. In those cases, change the firewall settings so that it does not block ANY HTTP communication between the CMS and the HP Support Center. Verify that it passes any HTTP 1.0 standard protocol between the CMS and the HP Support Center, so that it meets the communication requirement (tcp 443 outbound with established back).

Regards, Werner
Ben Short
Frequent Advisor

Re: Remote Support Software Manager hangs every time

Seeing exactly the same thing here. Although sometimes mine gets through this stage, only to hang while installing the dozen compulsary updates. It is completely random in how it does this though.

I suspect its just good old fashioned network congestion as it does appear to work better in the mornings than in the afternoon.

It is HIGHLY frustrating that the debug info is not verbose enough - I ended up pulling out the MS Network Monitor tool to see what was going on.

Either way I have now wasted 2 days on this problem.

Re: Remote Support Software Manager hangs every time

Hi guys,

did you solve this issue, cause I just installed a brand new IRSS (5.45) and the initialization of RSSWM hangs on 88%.

Does anyone knows why this happen?
I have all prerequisites and no firewall and my OS is windows server 2008 std sp2.

Adila
Jeramy
Advisor

Re: Remote Support Software Manager hangs every time

any updates on this? did you ever git this fixed?

kdmike
Occasional Visitor

Re: Remote Support Software Manager hangs every time

I just ran into this problem and after mucking around with it long enough figured out I had another interface set to DHCP doing nothing. As soon as that interface was disabled the software started working.+