Error when installing Remote Support Client A.05.00

[Harry Galanos]

Has anyone installed the Remote Support Client A.05.00 that comes with HP SIM 5.1?

I keep getting the same error:

9242 The adapter cannot execute because it has user objects and nobody is logged on to the system

I have attached the log.

If anyone could help or give me some advise that would be great. Thanks you in advance.

[TimMC]

I found the same problem. So I checked the logs and saw the msi it was trying to install:

From your log:
C:\Program Files\Hewlett-Packard\SWMAgent\.marimba\ISEE_CMS_SWMAGENT\ch.20\data\msi\iseeClient.msi

I ran this manually and it seemed to fix the problem.

[Harry Galanos]

Hi Tim,

By 'running this manually' do you mean from 'start > run' or manual install?

Where do I install it from, and how?

[TimMC]

Yes, ,Start/Run, then enter in that string. This will start the installation manually. I believe I just used all the defaults.

[Harry Galanos]

Tim, I couldn't find thins component anywhere so I uninstalled the whole 'Remote Support Software Manager' and tried to reinstall.

The reinstall failed. I have attached the error log below, but here is a quick 1 liner:

C:\ISEE_CMS_SWMAGENT_install.txt still exists

There is no such file on 'C'. Any suggestions?

[SJO EGGER]

I also have the same error message to, but if i have look in the add/remove menu it is installed. The question for me is how to test if it's working correctly.

I've also the message that OSEM 1.4.1B aborted during postinstall but it is installed and working.

The remote support software manager seems to be a little bugy at this time.

[Kevin R. McCartney]

All:

The Remote Support Client must be installed from either the physical console or a console mode Remote Desktop Connection session (C:\WINDOWS\system32\mstsc.exe /console)

You should not run the .msi file manually as you are disconnecting it's state from Software Manager. (SWM thinks it's failed, though the OS thinks it's installed correctly)

Regarding the un-install procedure, an externally visible version of the Software Manager troubleshooting guide is targeted to be available this Friday. I will reply to this thread with the URL when it's visible.

The troubleshooting guide describes the known issues, including the package status being misrepresented as aborted (post-)install temporarily.

Verifying the Remote Support Client, OSEM, etc are working correctly can be accomplished by following the procedures in the docs available from this link: http://docs.hp.com/en/netsys.html#Service%20Essentials%20Remote%20Support%20Pack

[Harry Galanos]

Thanks for your reply.

The specific problem I have is as follows. OSEM does work, and is configured. I have also successfully installed and configureed all packages/components apart from the Remote support component. It shows up as aborted (install).

I thought this was odd, BUT under HP SIM
Optionsâ "Remote
Support Configuration and Services" does NOT exist, indicating that this is not correctly installed.

I guess I will wait until the troubleshooting guide is released.

Thanks.

[SJO EGGER]

Thanks Mr. McCartney for the /console hint. Remote Support Client A.05.00 is now installted correctly.

[KC Hogan]

You can obtain support for the Remote Support Client by following the standard Remote Support process in your region.

The support process is outlined in the ISEE OLA under the section titled "Logging a Support Call with 2nd Level Front-end (RST EMEA/Americas/APJ)"

The OLA is located at the following URL:
http://tsg.opsandit.emea.hp.com/content/tSS/event_Services/projects_in_ES/eDelivery_Support_Website/isee_OLA_12_250906.doc

[KC Hogan]

The URL given in the last post is not accessible outside of HP. The Remote Support Client support process is region specific as follows:

In EMEA, all Remote Support Client issues should be logged to the local Response Centers.

In Americas, front-end and remote connectivity calls should be logged 24x7 through the Response Center on 800-477-6222

In APJ, front-end and remote connectivity calls should be logged 24x7 through the local Response Centers:
AU 1800 062 597
TH +622 6375250/+6618674414 (AOH)
IN 16004254994
TW 0800-211666/+8862-87228000
NZ 0800 664 750
KR +82221990404(OH) +82502199 (AOH)
SG 18002786188
PH +632 8886211/+632 8886324
HK +852 35597333
MY +603-23325100 or +603-20951911
CN 800-810-7000 / +86-0-13910734500

[SJO EGGER]

Next Problem.

Now the abort/install problem of the remote support client in remote support software manager is fixed, but the Remote
Support Configuration and Services in HP-SIM is gone. I've tried to reinstall but it doesn't appear in the options menu anymore.

Another question: On my CMS was ISEE A.04.00 installed, after installing Remote Support Client the ISEE Webpage http://localhost:5060/start.html is available and still shows me version A.04.00. Is this ok or is the Remote Support Client something complete diffrent? Should i deinstall the old ISEE?

[Harry Galanos]

The problem is that I did log a support call with HP for this.

I waited 6 business days, then finally received an Email to sya sorry for the delay but can you confirm your server serial number.

I did that, waited 2 more days, then received an Email to say I have been passed onto the 'correct department'. It's been 3 days and I am still waiting.

The problem still exists, and no support in site.

[Kevin R. McCartney]

The Remote Support Software Manager Trouble Shooting Guide is now available here:

http://docs.hp.com/en/5991-8645/5991-8645.pdf

From topic page:
http://docs.hp.com/en/netsys.html#Service%20Essentials%20Remote%20Support%20Pack

[Daniel Leblanc]

Does anybody know why ,when i go into REMOTE REPORT CONFIGURATION and SERVICE, it ask me login and i can't login,but i can login HomePageManagement,but see nothing of REMOTE REPORT CONFIGURATION and SERVICE

[SJO EGGER]

I had the same problem after klickin on Remote Support and Services for the first time. I logged on as local administrator and it didn't ask me anymore.Now everything is fine.

[Daniel Leblanc]

Wierd item when i login using the wright password it take me back to login page with no error,but when i enter the wrong password it me to message of error login.

[SJO EGGER]

The Callhandling is working fine now here in you company.

2 Problems:
1.) I had only some server in the Remote Support System List.

Symptoms:

No devices appear in the Remote Support System List under the Remote Support Services tab. To get to this tab, Choose â Remote Support Configuration and Servicesâ from Options in SIM
No Remote Support tasks (Enable Remote Support, Remove Remote Support, Synchronize Remote Support) appear under the Tasks & Logs->View all Scheduled Tasks option in SIM

Work around:

open a command prompt and cd to â C:\Program Files\Hewlett-Packard\RemoteSupport\binâ directory
Run the setAllPaths.js script with the following command in the command prompt window:
cscript setAllPaths.js â C:\Program Files\Hewlett-Packardâ

3. Run the copySIMFiles.bat script with the following command in the command prompt window:

copySIMFiles.bat

4. Run the refreshSIM.bat script with the following command in the command prompt window:

refreshSIM.bat



Validation

Verify the 3 Remote Support tasks tasks (Enable Remote Support, Remove Remote Support, Synchronize Remote Support) appear under the Tasks & Logs->View All Scheduled Tasks option.
Verify that at least the CMS is displayed in the Remote Support System List under the Remote Support Services tab (other devices may also be displayed depending on device discovery)


2.)OSEM wasn't able to submit the calls.

We had ISEE 3.95 installed. Make shure that there is no older Version of ISEE installed, espacaly WCC-Proxy. OSEM 1.4.1b won't work if the WCC-Proxy Service is present.

After deinstall all of our all call-handling tools i deinstalled the ISEE_CMS_SWMAGENT including it's channels. Installed this package new (listed in the 5.1 Package in the folder rsswm) - configured the Remote Support Software Manager new. The new Packages were again downloaded and configerd by the RSSM automaticlly and everything was ok.

Import when using Remote Desktop is the /console Parameter.

[Daniel Leblanc]

i have tried this work around:

C:\Program Files\Hewlett-Packard\RemoteSupport\bin>cscript setAllPaths.js C:\Pro
gram Files\Hewlett-Packard
Microsoft (R) Windows Script Host Version 5.6
Copyright (C) Microsoft Corporation 1996-2001. All rights reserved.

Logging file: not found

C:\Program Files\Hewlett-Packard\RemoteSupport\bin>

I get this answer

[Daniel Leblanc]

Also my cookies are been block,but i configure in ACCEPT COOKIE FROM 3 party and first party also.

Dan

[Daniel Leblanc]

Found it..it was in IE>OPTION>setting>(bouton)Site ADD HTTP:\\SERVERINSIGHT:2381 ALLOW

[Harry Galanos]

I have tried the work around listed above, and canot find the 'remote support bin directory to run the files manually.

I still have a 'aborted install' status for 'Remote Support Manager'.

I also downloaded and printed the troubleshooting manual. The error log I have is in the manual (appendix) but it does not say how to fix the problem.

By the way, it has been some weeks and I have had 1 call from HP. Still waiting for more support.

Running out of options and fixes.