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Remote Support registration failed.

Steve weeks_2
Frequent Advisor

Remote Support registration failed.

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.


Gents, getting this when registering RSSM within HPSIM 5.3

Any ideas ?
16 REPLIES
Steve weeks_2
Frequent Advisor

Re: Remote Support registration failed.

Error i get when doing a CW status collection


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.



Steve weeks_2
Frequent Advisor

Re: Remote Support registration failed.

If i run from RSSM console both the Test connection and submit software configuration data, they both work OK.
Taha Tungekar
Frequent Advisor

Re: Remote Support registration failed.

Hi Steve,

There could be quite a few issues here.

1 - The network ports are not open. Confirm this with your network Administrator.

2 - The DNS server is unable to lookup the IP address. Make sure you add all the IP address and Hostname mapping in the Hosts file (under drivers -> etc -> hosts)

3. Check the date and time on your server. Try synchronizing with a NTP server, if possible.

Hope this helps.

-Taha
Steve weeks_2
Frequent Advisor

Re: Remote Support registration failed.

Hi,

1. I believe so, we used to have this working but a Database move meant we had to trash HPSIM server and start again.

2. Which specifically ?

3. Checked and OK.
Taha Tungekar
Frequent Advisor

Re: Remote Support registration failed.

Hi Steve,

The answer to point 2 depends on which version of SIM you are using. Can you provide me with some details?
Steve weeks_2
Frequent Advisor

Re: Remote Support registration failed.

HPSIM 5.3 running on server 2003.
Brian Hope
Frequent Advisor

Re: Remote Support registration failed.

I am also getting the same message. I am running version 5.2 sp2 of SIM. Not sure what informaiton needs to go into the Hosts file either. Any help would be much appricated. Thanks,
mtornqvi
Occasional Advisor

Re: Remote Support registration failed.

Hi i have the same problem any ides what the problem may be? I have tested to see what my server can reatch rsswm.policy.hp.com and the server have connectivity to it. And i run the tests from the console and both tests worked.
Steve weeks_2
Frequent Advisor

Re: Remote Support registration failed.

Well i resolved it personally by building a new server, installing 5.3 on it and it all worked OK.

Not sure if it was the components that caused the issue, or the fact we were running it on a Virtual Server. But i built a new box (physical) and it worked first time after installing all components.

So it could have been the first install, or could have been it being Virtual ?

Not sure if that really helps you gents, sorry.
mtornqvi
Occasional Advisor

Re: Remote Support registration failed.

Ok thanks for the quick response. I gone try to install a new vm and do a fresh install on it and see if it works if it doesent i need to get a physical server. I can come backe then i have tested.
Steve weeks_2
Frequent Advisor

Re: Remote Support registration failed.

Interesting that your was a Virt machine too... maybe there's a pattern developing here.
mtornqvi
Occasional Advisor

Re: Remote Support registration failed.

Yes maybe it is i personaly dont like to have hardware monitoring in vm:s but i dident setup whis system from the begining. But i gone try a frsch install on a new installed VM. Did you upgrade youre HP SIM from 5.2 to 5.3 when you got whis problem or was it a new install on the vm?
Brian Hope
Frequent Advisor

Re: Remote Support registration failed.

There is a line in the RDS part of the SIM docs that says it won't work and is not supported on Virtual. SIM it self is, but not the Remote support. Just found that after a few weeks of banging my head against the wall. We are installing 5.3.
mtornqvi
Occasional Advisor

Re: Remote Support registration failed.

I just finished installation on a physical server and now it work.
Taha Tungekar
Frequent Advisor

Re: Remote Support registration failed.

Hi All,

HP does not support RSP on a virtual machine. While SIM itself is supported, RSP is not.

In my honest opinion, it is always best to keep the management server separate from all other servers. This is to avoid the situation when a local issue on ESX or Hyper-V server can cause an all VM's to go down (including the management server).

My 2 cents.

Steve weeks_2
Frequent Advisor

Re: Remote Support registration failed.

All resolved. VM machine not supported.