Getting Warranty/Contract Info into SIM

[David J. Nelson]

So I've been messing around with SIM 5.1 and the warranty/contract stuff for a few days, and I'm at a complete loss.

When I go into Options | Remote Support and hit the Remote Support Services tab, I can see the warranty/contract status of all of my servers. But the information never makes it into SIM itself (blue question mark on everything).

When I run the Monthly Contract and Warranty Collection task, it always fails with:

"There was no response from the Service Essentials Remote Support Pack client and/or the remote entitlement 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."

Can someone please remove the stupid pill I seem to have swallowed!? :)

Thanks!
-- Dave

[Daniel Leblanc]

Ok Dave small question

When you go in HP SIM, go into one of the item you want to get the CW, did you fill out the section '' TOOL & LINKS''> ''Edit System Properties''>''Contract and Warranty Information'':
you must fill out
Asset Information
>Customer-Entered serial number
(serial number of the item)
> Product number:
(EX:ML350 G3=''269787-001'')

Once you have enter this you can do this in insight still TASK ''LOGS''> ''View ALL SCHEDULE TASK''>''Monthly Contract and Warranty Collection''>''RUN NOW''

Have a trick for applying many server at once,if you want ask!?

[David J. Nelson]

I tried your suggestion on one server and the Monthly Contract and Warranty Collection job still failed. The only thing that needed to be filled in was the Customer-Entered Serial Number (the Product Number was already populated).

[Daniel Leblanc]

You need also sometimes PRODUCT number, don't ask me why it just doesn't work on all the server, i attribute SERIAL NUMBER and
> Product number:
(EX:ML350 G3=''269787-001'')

Try it!

[David J. Nelson]

OK - maybe I'm misunderstanding what you're telling me. Here's what I have:

Customer-Entered serial number: EA********
Product Number: 333705-001

This is what I have for the one server I tried a few minutes ago...

[Daniel Leblanc]

It didn't work?

It should have..all of mine have and this is SERVERS,PRINTERS and anything that is HP, it work great.

Bizarre...

[David J. Nelson]

Yeah... I opened a support call with HP and I have a backline engineer calling me back. As soon as I hear something, I'll post it here.

[Daniel Leblanc]

Cool David!

[CA1499584]

One.. You don't need to fill out those forms, That is done at discovery or running Identify. Other is that you need to register under Options, And to make sure you have done remote support and configuration services, Also in your server where U have your SIM there is a "Remote Support Software Manager" icon , check that one too, make sure it have installed allupdates...

[Rob Buxton]

On older servers you won't get the part numbers, they can be manually added as suggested above.

As for Serial Numbers these should be present, if they're not that's sometimes because the motherboard has been replaced. It should be visible on the server and can be re-entered into the BIOS.

[David J. Nelson]

I agree that I shouldn't have to fill out those forms, but I did so anyway just to ensure that nothing was left to chance. I have registered under Options | Remote Support and hit the Remote Support Services and can see the warranty status there, but it just doesn't populate SIM. And all updates via Remote Support Software Manager have been installed.

[Steve_576]

I have the same issue. Remote Support shows my warranty and contract info, yet SIM doesn't.

For whatever reason, I have 1 PC from 200 devices that does report warranty - otherwise nothing else - printers, servers, PCs, etc report it in SIM. I've tried all the various combination of entering sn's, product #'s etc. In SIM - no go, in remote support screen the warranties show. I have run, filled out and registered the remote support pack.

[James Kennedy_5]

It seems you guys are all getting even further than I am.

I just did a brand new Windows 2003 build on a ProLiant Server. Installed SIM 5.1 complete install.

Then I ran the Remote Support Software Manager and went through all the steps with no issues.

Now, back in SIM, I still can't get the Options | Remote Support in my menu, it just doesn't show up no matter what I do. I don't get any options for Contract and Warranty

I've read through the guides and followed all the steps, I just can't figure this out.
Any help would be appreciated.

[James Kennedy_5]

Ok, finally got it working. You gotta install everything from the console session.

[ProLiant Mike]

After installing from non-console RDP, removing, re-installing from console and much troubleshooting trying to get RSP to work, HP 2nd level support for RSP told me you must also "Turn DEP (Data Execution Prevention) on for essential Windows programs and services only". This is NOT the default. The default setting prevents the java scripts from performing the install correctly.

I thought I might share since I toiled with this issue for weeks.