HP IRS Configuration Problem

[Costeam]

Hi

I recently took over management of our Insight Remote Support installation. The first thing I decided to do was upgrade it from 5.60 to 7.0.5. This upgrade seems to have worked but I do have a couple of problems with it.

Firstly, Whenever I try to refresh an items Warranty & Contract entitlement I get the following error: -

Problem with device entitlement - Entitlement failed;Entitlement-Service warning: isIsReRegisterError(0) Authentication failure; Authentication Failed
As a result all devices are reporting a failed overall status as a result of the Warranty/Contract reporting "Not Entitled".

Secondly, under administrator settings when I try to configure the HP Insight Online credentials I get the following error: -

Problem saving portal visibility - PortalVisibility call failed;PortalVisibility-Service warning: type 'ClientError'(610) Expired registration token; Expired registration token

1. Anyone have any idea what would cause these problems?
2. Does this have to be configured in order for the Warranty & Contract  refresh to work or is it unrelated?
3. Do I really need to enable this at all? After all it is supposedly optional.

Other info.

• IRS is running on a VM all of its own, no other HP products are installed with it.
• A proxy is configured for the connectivity and the connection test works OK.
• Whilst we do run SIM 6.3 here at the moment it runs on a separate system and there is currently no link between the two systems, they do not, and are are not expected to, work together at this stage.
• I believe that until now all that has been required of IRS (5.60) is an email to be sent to HP as and when a problem occurs. As far as I know that should still work although we have not experienced a problem that would test this since the upgrade from 5.60 to 7.0.5

Thanks

Nick

[shocko]

I haven't bothered going up to 7 yet but just an FYI, the HP support backend seems to be under going an extended period of maintenance so that might be having some effect.

[Costeam]

Thanks for the answer.

I wanted to go to version 7 as we have a couple of new blade chassis that can talk to IRS but insist on it being at 7.

Yes I too had seen that there was maintenance going on but as it doesn't go in to much detail about exactly what it affects I couldn't be sure whether it was the cause of my issues or not. I was rather hoping that someone out there might have seen the same problem and know how to fix it.

I guess I will have to wait until they finish doing their maintenance and hope that it fixes the problem.

Happy to award kudos once I figure out how :)

Nick

[shocko]

I have had a few issues also and I assuming it's the maintenance as I haven't upgraded yet. Lets wait a week until maintenance is complete and then we can tackle it on a clean playing field ;)

[Costeam]

Well, I note that the maintenance has now finished on the HP support website although they are advertising a further outage on Dec 15th.

However, the problems still persists.

Shoko - do you still have issues?

[Costeam]

Well, I still have these problems.

Is there any route we can take to get HP to look in to this issue?

[Dennis Handly]

>Is there any route we can take to get HP to look in to this issue?

Have you tried the HPSC?

http://www.hp.com/go/hpsc

[EricL]

Hi,

Please log a support case at http://www.hp.com/go/rstechsupport and the HP Insight RS support team will work with you directly to fix this issue.

Thanks,

Eric