ISEE Cannot enter System Handle information

[John Silk_2]

Subsequent to a successfully test to the http://isee.americas.hp.com/mots/motserv, I also successfully nslookup and ping isee.americas.hp.com, a web connection shows me page "under construction"

If I use a "tracert isee.americas.hp.com" I end up getting a failure with 100% loss, I have also used the Web Tracert sites to conduct the tracert from other servers to the ise site with the same results......The internet appears to be broken!

C:\Documents and Settings\Administrator>tracert isee.americas.hp.com

Tracing route to awtf907.external.hp.com [192.151.53.128]
over a maximum of 30 hops:

1 <10 ms 16 ms <10 ms 192.16.64.63
2 <10 ms <10 ms <10 ms adsl-068-016-139-017.sip.bix.bellsouth.net [68.1
6.139.17]
3 <10 ms * <10 ms 68.152.184.25
4 <10 ms 15 ms <10 ms 68.152.184.29
5 <10 ms 16 ms 16 ms 205.152.27.54
6 <10 ms 15 ms 16 ms axr00msy-7-3-0.bellsouth.net [65.83.237.16]
7 16 ms <10 ms 16 ms pxr00msy-0-0-0.bellsouth.net [65.83.236.32]
8 16 ms 31 ms 16 ms so-2-0-0.gar2.Dallas1.Level3.net [67.72.4.1]
9 16 ms 31 ms 16 ms ae-1-55.bbr1.Dallas1.Level3.net [4.68.122.129]
10 15 ms 16 ms 31 ms so-6-0-0.edge1.Dallas1.Level3.net [209.244.15.16
2]
11 16 ms 31 ms 16 ms qwest-level3-oc48.Dallas1.Level3.net [209.245.24
0.166]
12 16 ms 47 ms 16 ms dal-core-01.inet.qwest.net [205.171.225.50]
13 31 ms 31 ms 31 ms iah-core-02.inet.qwest.net [205.171.8.126]
14 32 ms 31 ms 31 ms iah-core-03.inet.qwest.net [205.171.31.42]
15 31 ms 32 ms 46 ms atl-core-01.inet.qwest.net [205.171.8.146]
16 31 ms 31 ms 47 ms atl-edge-17.inet.qwest.net [205.171.21.190]
17 31 ms 31 ms 47 ms 65.112.33.30
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.


Any Ideas?

[Frauke Denker_2]

Hello John,
just to make sure I understand you problem: you try to install the ISEE Client on a windows system and the connection to isee.americas.hp.com works fine when you use a browser but ISEE seams to have a problem connecting to the server. Correct? Are you using a proxy? If so, what kind of proxy do you use or better, what kind of authorisation is needed on the proxy. Have you tried to capture the ISEE traffic f.e. with ethereal to check what point of the connection fails. Are there any error messages in the C:\Program Files\Hewlett-Packard\ISEE\MotiveChorus\log\mad.log for error messages. By default the loglevel on a windows system is set to 5 to it should be quiet verbous.
Regards
Frauke

[John Silk]

There is no Proxy server on this site, the web browser based tests for isee communication succeed, but the Entitelment part of the "configuration options" / "system" does not show up. The tracert fails at whatever server comes after 65.112.33.30 and this appears to be the crux of the prolem.

[IT Response]

This is exactly I had in my mind, either Proxy/Firewall is preventing the access. Look at your mad.log, there are Network Exception (16) and this can be explained as:

POSSIBLE CAUSE:
This error occurs when communication to the HP Content Server is impeded by an
authentication request; for example, when a user/password is required to log into an Internet Service Provider or Firewall.

Please remeber ISEE will not work with Microsoft NTLM Proxy unless a special rule is created to allow the IP of the Client to be freely communicating with HP Backend (192.151.53.128) with NO authentication.

If the Customer is using WatchGuard Firewall software using default settings, this will prevent downloading the ContentBundle (which is a large .zip file), Customer will need to make the some changes for this to work. I can provide this info if it's applicable to your site.

[Frank Alden Smith]

John,

You may have a firewall configuration issue. The http port 80 has to be enabled to allow packets from the content server (isee.americas.hp.com) back into your enterprise. If this is not the case you won't receive the forms content from the content server, which will permit you to enter the entitlement credentials.

Take care,
frank

[Frauke Denker_2]

Hello John,
there is an issue with the watchguard firewall (might affect others as well) that the default setting for the firewall does not allow the encrypted communication required by ISEE.
Regards
Frauke