Contract and Warranty Information - Blue Question Mark.

[L Davis]

ok.. i am going to ask a silly question now.. if I am going to use the remote support pack with HPSIM 5.1 do I have to install the ISEE client on every server? Is that where i have gone wrong? Looking through the manuals I don't see it mentioned anywhere.. but I am at my wits end.

[Spyke074]

I have already tried that but it hasn't made any difference. This is what i have been told by HP so far, it hasn't helped me but it might u.

Hi

If you have older servers with Serialnumbers of 10digits you have to add the productnumber.

Frst make shure:
1. Configure and register the Remote Support Client
2. Configure contract and contact information as per the needs of the individual enterprise and its systems
3. Execute the Contract and Warranty (C/W) entitlement task
4. Enable selected systems for remote monitoring by the Remote Support Client in the Remote Support Services Tab

I think you did this allready .
Now enter in edit systems properties in the product number field your product id xxxxxx-xxx and check system country code.

Older servers will have 12 digit Serial numbers, the newer 10 digit with product ID. The older servers with 12 digit numbers should work.

There is an issue found with HP SIM running in certain timezones, eg Arizona for one, where SIM does not correctly store the data. I suggest changing the CMS timezone if possible to a timezone that shows with just 3 letters, eg CST, EST, PST, etc. vs one that has GMT +6:00 if possible.

Please try the above steps and let us know what happens. Aslo make sure you check the time zones. I am working out on the agents of SWM in the meantime.

[Sipho]

Good day

can someone explain how-to do this:

First make shure:
1. Configure and register the Remote Support Client


Regards
sipho

[Spyke074]

HP have got back to me on this and it has worked for me.

The problem is an issue with states that don't have the option to choose daylight savings within the Server's O/S Date and Time settings eg Brisbane

To fix it

Stop HP Insight Manager Service
Stop ISEE Services

Open SQL query analyser
Select the Insight_v50_0_124427640 database from the list

ALTER TABLE SIM_NodeEntitlement ALTER COLUMN startDate nvarchar(48) NULL
ALTER TABLE SIM_NodeEntitlement ALTER COLUMN endDate nvarchar(48) NULL
ALTER TABLE SIM_NodeEntitlement ALTER COLUMN obligationStartDate nvarchar(48)
ALTER TABLE SIM_NodeEntitlement ALTER COLUMN obligationEndDate nvarchar(48) N


Once i did this and ran the entitlment check again the CW status window came up green.

[Spyke074]

Sorry guys it should be null after all tables something went wrong with the cut and paste.


ALTER TABLE SIM_NodeEntitlement ALTER COLUMN startDate nvarchar(48) NULL

ALTER TABLE SIM_NodeEntitlement ALTER COLUMN endDate nvarchar(48) NULL

ALTER TABLE SIM_NodeEntitlement ALTER COLUMN obligationStartDate nvarchar(48) NULL

ALTER TABLE SIM_NodeEntitlement ALTER COLUMN obligationEndDate nvarchar(48) NULL

[Mat Sullivan]

I had the exact same problem, I had originally installed the Remote Support software or (tried to) via RDP (remote desktop, not the console session) which corrupts the installation, even uninstalling the whole thing and trying again didn't work.

What I didn't know (and it took an ISEE specialist visiting my site to find out) was that when you uninstall the Remote Support software, it leaves settings and files hanging about on the server.

We went through program files and the registry and deleted all references to the software, then reinstalled (at the server, NOT remotely) and everything worked first time and still does to this day!

Give it a try!

[Mat Sullivan]

You don't need anything on the client server other than Serial number and PID entered correctly in SIM, the SAID can come in handy if the ISEE check still fails with the SN and PID entered (as it seems HP's record keeping is a bit suspect at times)

Also make sure you have all the contact details entered for all the servers you want covered, or the system will log a call and HP wont have a number to call you on!

The whole thing about RDP console sessions seems a bit suspect also, I would advise installing at the server as I had nothing but problems with RDP (console session or not!)

[Rancher]

Leon, I am not sure if you are still having trouble with the blue question mark. I also had the same problem and all I did to fix it was run an identify system on the servers. Then both columns showed green.