contract and warranty status in HP SIM 5.3

[Oliver Schumacher]

I've installed the HP SIM 5.3 and the "Remote Support Software Manager" on a Windows 2003 Standard server.
The HP SIM shows a white question mark on blue ground in the column CW. When I click on it an extra Window pops up with the following content:

"Contract and Warranty information is not available for this system.

HP Systems Insight Manager (HP SIM) and Service Essentials Remote Support Pack were unable to obtain contract or warranty data for this system. This can happen for several reasons.

HP SIM was not able to obtain a serial number and/or product ID from the system.
Only HP hardware with HP agents may have this. Make sure HP management agents and providers are properly installed and configured.
Not all HP hardware supports this feature. You can manually enter a serial number and if available, a product ID on the Set System Properties page. This page can be reached from the system page's Tools & Links tab > Edit System Properties or from Options > System Properties > Set System Properties.
It is not HP manufactured hardware. This will not be supported; in some cases a contract may cover third party hardware.
HP SIM does not have a contract number for the system. If you have a service contract, enter the contract ID and type on the Set System Properties page. This page can be reached from the system page's Tools & Links tab > Edit System Properties or from Options > System Properties > Set System Properties.
The hardware is not manufactured by HP. However, if you do have a service contract for it, enter the contract ID and contract type on the Set System Properties page. This page can be reached from the system page's Tools & Links tab > Edit System Properties or from Options > System Properties > Set System Properties.
For additional information, see chapter 13: Partner applications in the HP SIM User Guide"

Can anybody tell me, how to get rid of this message aud how to get the "contract and Warranty status" working

Thanks
Oliver

[Armin Kunaschik]

You need to configure the "System properties" of every node. This has to include the product number, system serial, probably an SAID, site information and contact information.
Then do the contract and warranty check again, question mark should be gone.

My 2 cents,
Armin

PS: Please assign points!

[Oliver Schumacher]

I have configured the System properties for the nodes and the result remains the same. The question mark is still there and the system produces the same error message.

Oliver

[Armin Kunaschik]

Are you sure that contract ID's, product numbers and system serials match a valid contract?
Did you start the "Contract and Warranty Data Collection" for each server (-> Options) after entering all your data?

My 2 cents,
Armin

[Oliver Schumacher]

The contract information including contact information are properly configured.
If I run the "contract and warranty data collection" the result is failed and the error message is the following:

"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."

All services involved are up and running.
All HP-Sites involved are in the Trusted Zone and the connectivity test via the "remote support software manager" is successful.

[Armin Kunaschik]

Are you able to access the internet from the SIM server? Without HTTP proxy? Do you need some authentication information for proxy access? Did you enter the proper information as you installed SIM?

My 2 cents,
Armin

[Oliver Schumacher]

Yes, I am able to access the internet from the SIM server without proxy or firewall settings.
All the settings are correct and all services involved are up and running.
All HP-Sites involved are in the Trusted Zone and the connectivity test via the "remote support software manager" is successful.

Oliver

[Mateusz Skrzypkowski]

Hi.
I have this same problem.

[Witch Wizard · Accepted solution]

Hallo,

try to activate / build a "Version Control Repository Manager" on the SIM Server via the "HP System Management Homepage".
Keep in mind that the repository needs quite a lot of diskspace (more than 2 GB).

At the HP SIM -> "Options" -> "Remote Support Configuration and Services" -> "Settings" enter the required Informations on Central Management Server & Administrator Information form and check the box named "Enable systems for Remote Support Services upon discovery" then submit the data.

Run the "Contract and Warranty Data Collection" with your server and it should display the status of your contract and warranty if it is properly registered.

Wizard

[Mateusz Skrzypkowski]

I did everything you wrote, but it still did not help :-(

I have still message "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."

[Stanislav Dostal]

Hi all,
I have exactly same problem ...
"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."
This message appears immediately after warr started.

I installed serveral SIM/RSP,but have this warranty problem only on one system, installation performed two times from clearly installed W2k3>> same result, entitlement in rsp work fine, warrcheck not.

[Mateusz Skrzypkowski]

Hi.
Please upgrade HP SIM to newer version using ICE 3.1

[Shailender_1]

Oliver Schumacher, I have also faced this problem several times, but all the times it has been due to internal access not there. RSP user secure connection HTTPS TCP port 443. Try accessing some https sites from the HP SIM CMS. Also you can perform a check for connectivity from HPSIM Option - Remote support configuration ans sevices, At the bottom of this page there is a Tab called " Test Data Submittal".

I hope it helps you..

[Aldo Mammolini]

Hi all,

I have exactly same problem ...
"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."

I've got performed a check for connectivity from HPSIM Option - Remote support configuration ans sevices, from " Test Data Submittal".

result: Action state: Successfully created the test event.

I've this problem on new servers, (warranty) correctly identified in SIM.

System Type Server
System Subtype HP ProLiant
Product Model ProLiant DL360 G5
Hardware Description Hardware: x86 Family 6 Model 23 Stepping 6 AT/AT COMPATIBLE - Software: Windows Version 5.2 (Build 3790 Multiprocessor Free)
OS Name Microsoft Windows Server 2003, Standard Edition Service Pack 2
OS Type WINNT
OS Version 5.2
OS Description Service Pack 2, Build 3790 Multiprocessor Free
Management Protocols HTTP:, SMH:2.0, SNMP:1.0

[Kelly Duerr]

Just to share, I had seen a similar issue with the following message when looking up Warranty/Contract:
"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."

I started see this after performing an update to SIM 5.3.1 and RSP/IRSA A.05.30.

The FIX in this case was to run the RSSWM Interface, perform a "Remove" of the Remote Support Client A.05.30, the re-install it the same client. After that was complete, go back into the HP SIM web interface, select the Options -> Remote Supportâ ¦., it forced us to "Register RSP" again (had to fill out all the Customer info and etc). After which, the Warranty/Contract lookups functioned.
-Kelly

[Aldo Mammolini]

Thanks to Kelly.
Done, installed SP1 and installed again RSP, registered again, but the problems remain.
Using the scheduled version of "Contract and Warranty Data Collection" give the same result.

Somebody have ideas ?

[Jan S.]

Hi,
Just try this.
Open C:\Program Files\HP\RemoteSupport\logs\iseeclient.log

Go to the HP SIM > Remote Support Configuration and Services > Settings Tab
Input the correct proxy information (if you use proxy authentication).Submit Updates and after that run Test Data Submital.

Check iseeclent.log. If you will see at the end of the file that there is a failure with proxy, than you have inputed wrong proxy credentials.If there will be something else let me know.

[Aldo Mammolini]

The test wsa sumbitted whitout error, but
an error was reported 3 minutes later.

---------------------------------------
20090730T09:57:09 | IseeClient | info | ConfigManager.cxx:354 | Data source has been set to hpsim, using C:\Program Files\HP\RemoteSupport\config\clientmanager.hpsim.cfg as client config file.
20090730T09:57:09 | IseeClient | info | ConfigManager.cxx:354 | Data source has been set to hpsim, using C:\Program Files\HP\RemoteSupport\config\clientmanager.hpsim.cfg as client config file.
20090730T09:57:33 | IseeClient | always | TPMListener.cxx:232 | Received IPC to submit transport item to the queue.
20090730T09:57:33 | IseeClient | always | FileQueue.cxx:91 | Added a transport item to the request queue, transport type=data_submittal transport id=13FEBDD5-3D13-4240-B2A1-44E0AFC0E9EF
-------------------------------------------
20090730T09:58:07 | IseeClient | info | V3Migrate.cxx:171 | Resumed from blocked V3Migrate thread with resume code is 0
20090730T09:58:07 | IseeClient | info | V3Migrate.cxx:252 | V3Migrate Thread next wakeup: Thu 07 30 10 01 07 2009
20090730T09:58:16 | IseeClient | info | ClientDaemon.cxx:458 | State is ACTIVE :: Log level is info
20090730T09:58:16 | IseeClient | info | ClientDaemon.cxx:1200 | Client Manager next wakeup: Thu 07 30 10 01 16 2009
------------------------------------------
20090730T10:00:22 | IseeClient | error | WinHttpWrapper.cxx:747 | winhttp-1.2: fsend, error (The operation timed out) in WinHttpReceiveResponse
20090730T10:00:22 | IseeClient | error | WinHttpWrapper.cxx:747 | winhttp-1.2: fsend, error (The operation timed out) in WinHttpReceiveResponse
20090730T10:00:22 | IseeClient | error | WinHttpWrapper.cxx:747 | winhttp-1.2: fsend, error (The operation timed out) in WinHttpReceiveResponse
20090730T10:00:22 | IseeClient | error | ResponseHandler.cxx:87 | ERROR DURING TRANSPORT, transport type=data_submittal transport id=1CD3ABAD-83C9-48B7-81F7-58FED3607AC2 Error details: soap fault code=24 soap fault string=An HTTP processing error occurred soap fault detail=
20090730T10:00:22 | IseeClient | error | ResponseHandler.cxx:87 | ERROR DURING TRANSPORT, transport type=data_submittal transport id=1FD28DE3-AABE-4793-8C59-6046764E3F68 Error details: soap fault code=24 soap fault string=An HTTP processing error occurred soap fault detail=
20090730T10:00:22 | IseeClient | error | ResponseHandler.cxx:87 | ERROR DURING TRANSPORT, transport type=data_submittal transport id=0ACCD7EE-FB95-4151-AEC0-B63B9365E58A Error details: soap fault code=24 soap fault string=An HTTP processing error occurred soap fault detail=
20090730T10:00:22 | IseeClient | warning | MsgUtils.cxx:509 | Cannot find the LDID node.
20090730T10:00:22 | IseeClient | warning | MsgUtils.cxx:509 | Cannot find the LDID node.
20090730T10:00:22 | IseeClient | warning | DataSubmittalStub.cxx:392 | Failed to retrieve data package ldid, cannot set LDID for message.
20090730T10:00:22 | IseeClient | info | DataSubmittalStub.cxx:404 | The message ldid is set to 0000001cc4c233c80000000300000058
20090730T10:00:22 | IseeClient | warning | DataSubmittalStub.cxx:392 | Failed to retrieve data package ldid, cannot set LDID for message.
20090730T10:00:22 | IseeClient | error | WinHttpWrapper.cxx:747 | winhttp-1.2: fsend, error (The operation timed out) in WinHttpReceiveResponse
20090730T10:00:22 | IseeClient | error | ResponseHandler.cxx:87 | ERROR DURING TRANSPORT, transport type=data_submittal transport id=2691D77F-E42F-4201-AFD1-D97ECC4CD340 Error details: soap fault code=24 soap fault string=An HTTP processing error occurred soap fault detail=
20090730T10:00:22 | IseeClient | warning | Statistics.cxx:339 | Set the nextQueueRunTime to 1248941422 because the error percent was surpassed.
20090730T10:00:22 | IseeClient | warning | MsgUtils.cxx:509 | Cannot find the LDID node.
20090730T10:00:22 | IseeClient | warning | DataSubmittalStub.cxx:392 | Failed to retrieve data package ldid, cannot set LDID for message.

[echong]

Have you try to access the support site from the browser on you SIM server? The URL is https://services.isee.hp.com/version/index.html

[jensl]

same problem here. Anyone find any way to resolve this?

Thanks,

Jens