Insight Remote Support
cancel
Showing results for 
Search instead for 
Did you mean: 

unable to open ESC on spop

Rambo_1
Regular Advisor

unable to open ESC on spop

Hi ,
after I rebooted the spop machine ,I find I am unable to open the ESC IE page. I guess may be the DNS resolving has some problem .
I ran the nslookup spop ,it displayed as below:
c:\>nslookup spop

Server: nsc0.gxnnptt.net.cn

Address: 202.103.224.68
*** nsc0.gxnnptt.net.cn can't find spop: Non-existent domain
I don't know whether this feedback is right.
I had vi the C:\WINNT\system32\drivers\etc\host and add below content as:
127.0.0.1 localhost

134.192.4.68 spop

134.192.4.68 spop.pta.gx.cn
I think if the OS need to resolve the host_name ,It should be resolve the C:\WINNT\system32\drivers\etc\host file . why it doesn't do this ?

thanks for your help
B.R




12 REPLIES
Liem Nguyen
Honored Contributor

Re: unable to open ESC on spop

Hi,

If you have DNS configured, Microsoft Windows always use DNS and doesn't fall back to the hosts file.

If this is DNS issue, you can always get around by accessing the ESC from:

https://localhost:8080/console or:
https://134.192.4.68:8080/console

If you are still unable to get in, then this is not a DNS issue.

Let me know the result and I'll provide further info if needed.

Best Regards,
Rambo_1
Regular Advisor

Re: unable to open ESC on spop

https://localhost:8080/console or:
https://134.192.4.68:8080/console
both all of above addresses I had tried ,but still can't open the ESC IE page.

the DNS server IP config as below:
202.103.224.68

B.R
Liem Nguyen
Honored Contributor

Re: unable to open ESC on spop

Hi,

Take a look at motserv.log, seems to me motserv cannot be started, if it's, it should be in RUNNING state.

You can try:
net stop motserv
net start motserv

If you cannot get it in "running" state, then problem is with your Proxy/Firewall.

motserv (Motive Server) needs to connect to HP during startup.

Another way to check if you can connect to HP is:
https://isee.americas.hp.com/soapfe/soap

You can also view server.log to find out if your SPOP is able to connect to isee.americas.hp.com

Did you have a new Proxy or if port 443 is blocked?

Regards,

Rambo_1
Regular Advisor

Re: unable to open ESC on spop

Hi Liem Nguyen ,
every time I rebooted the spop machine the "net start" command showed the motive service status was "up" .
Although the status was "up" ,the ESC IE page still can't be opened .
Anothe problem is I can't stop the motserv process when I ran the net stop motserv under DOS windows. It was always in stopping status .
I can connect to HP by this:
https://isee.asiapac.hp.com:443/soapfe/soap
I alos can connect to HP by this:
http://192.170.77.107/mots/motserv
I don't use proxy in this configuration.

Frauke Denker_2
Esteemed Contributor

Re: unable to open ESC on spop

Hello Rambo,
please check that the proxy setting in the spop.ans file are the same as the ones in the IE (btw: the best way to check the name resolution is to do a ping - even if the ping does not answer it will do the resolution, an nslookup in windows will always just do a nameserver lookup and not check the hosts file). When the ESC stars it tries to connected to the HP backend - if this connection does not work properly, the motive server service will not start corretly.
Regards
Frauke
Rambo_1
Regular Advisor

Re: unable to open ESC on spop

Hi,
the spop.ans file as below,and proxy setting as same as IE ,no proxy setting .

HOST_NAME=spop
IP_ADDRESS=134.192.4.68
DNS_SUFFIX=pta.gx.cn
SYSTEM_LOCATION=

SMTP_SERVER=134.192.4.68
SMTP_USER=
SMTP_PWD=

PROXY_SERVER=
PROXY_PORT=
PROXY_REALM=
PROXY_USER=
PROXY_PWD=

CONTENT_SERVER=isee.asiapac.hp.com
SOFTWARE_SERVER=isee-software.asiapac.hp.com
INSTALLDIR=C:\Program Files\Hewlett-Packard\ISEE\

STANDALONE=0
UPGRADE=0

B.R
Liem Nguyen
Honored Contributor

Re: unable to open ESC on spop

Hi Rambo,

As mentioned before, when you see "stopping and starting" in motserv.log which indicates Motive Server is unable to connect to HP Backend.

Do you see this kind of error in server.log? I am sure you will see lots of this same error.

Please check with the Networking group if:
1. There is a new Proxy in place?
2. If port 443 is open on your Firewall.

One more question for you though, when you try: https://isee.americas.hp.com/soapfe/soap, do you see the page right away or do you have get an authentication box to put in username/password?

Regards,


Rambo_1
Regular Advisor

Re: unable to open ESC on spop

Hi,
I saw there are so many files in c:\program files\motive\server\mfdir\, about 428746 files in there. can I delete all of them ?

Thanks &B.R
Rambo
Liem Nguyen
Honored Contributor

Re: unable to open ESC on spop


Hi Rambo,

Yes, you can remove files under mfdir, however, it may be safe to move them to D: drive just in case.

Regards,
Frauke Denker_2
Esteemed Contributor

Re: unable to open ESC on spop

The c:\program files\motive\server\mfdir\, should not contain that many files. There used to be a problem with one file, that caused that behaviour. Please call your local response center to get this corrected.
Regards
Frauke
Tomi Virta_1
Occasional Contributor

Re: unable to open ESC on spop

What are the files under mfdir?
Kerard
Liem Nguyen
Honored Contributor

Re: unable to open ESC on spop

mfdir contains data collection from the clients, most of the time, it should be empty, unless the SPOP is unable to contact HP backend to send the collections.