PSP 7.2 VCA falsely reporting incorrect version.

[David Claussen]

SIM 4.2. PSP 7.20a. I have installed PSP 7.20 on two 2000 servers and two 2003 servers. (The proper PSP 7.20 version for each version of MS Windows server). At the SIM console, the VCA of all four servers is showing that the installed version of "HP Insight Diagnostics Online Edition for Windows" is out of date. Upon looking at the VCA agent on each of the four servers, I see that this software is at 6.xxxxx and that the latest version is 7.xxxxxâ ¦hence the error. When I go to update, or reinstall (via RDU) I am told that the installed version and the latest version are the same. When I go ahead and choose to reinstall this software, it still shows the old version as being installed even though I receive and â good installationâ entry in the PSP install log. I cannot fix this and therefore have falsely reported software issues on my SIM console.

Any help would be greatly appreciated.

Screen shot

[Derek_31]

Yes, I have the exact same problem with the Diagnostics agent.

[NJK-Work]

Ha! I have a fix for this as well!

When you update to version 7.20, it leaves the old version of the diagnostics on the server. So you end up with two versions on the server. The old version is still in the c:\compaq directory and the new one is installed in c:\hp.

You have to uninstall the old version first, before running the 7.2 support pack. If you dont, you end up with two versions and the old version gets "lost". When you uninstall the old version after a 7.2 upgrade, it does not completely uninstall and leaves the service there (with no files to launch so you get a "service failed to start" message after the reboot). You have to hack the registry to remove the bogus service entry.

The new version of the diagnostics does not use a service anymore, so a clean install of SP 7.2 would show no HP Diagnostics service anymore.

The VC agent no longer shows the HP Diagnostics 7.2 version - so what you are seeing in your VC view is the old version hanging around. Once you cleanly uninstall the old version and have just the new version running, you should see no service listed for it and no entry in the VC agent view for it. This is exactly what happened to me and exactly how I fixed the problem.

Phew!
Hope this helps!
Nelson

[David Claussen]

Thanks Nelson!

I see in my Add/Remove Programs that there are two instances of this program listed. Do we uninstall both? And, can you list the registry entries to be cleaned?

Also, can someone from HP confirm this and perhaps send out a notice so no one else has this problem?

Thanks again.

[Rob Buxton]

David,
I suggest you search the Forums, there's a few PSP 7.20 Issues that I've come across.
You might want to look at:
http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=814792
And:
http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=815162

I've also had a problem where the VCA will not install, it fails with an error with the LIBEAY32.DLL File. I had to revert to the previous version. I had this on 3 Servers out of about 50 updated.

The fact others have also experienced the problems indicates they're not one-off user configuration issues.

[Derek_31]

All of these problems with 7.20 is really frustrating. If I have 100s of servers, I don't have the staff to manually install/deinstall and fix the registry for broken HP software.

I can't believe they test these things....with so many issues slipping by.

[NJK-Work]

Hi David,

I believe the registry entry is:

[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\hpdiags]

(But test first on a test machine! - That's my standand CYA response :))

If you notice, there is a entry in that key for "ImagePath" that points to "c:\compaq\hpdiags.exe -ntservice_s -l en" (assuming you are using English version). Since the uninstall deletes this file, the service can no longer start and you get an error. Make sure this file is indeed gone before you delete this registry entry. Again - Please test!

As for you other question, I believe you just have to uninstall the old version, which should be the one that is about 1.72 MB is size as listed in Add/Remove programs. The new one, with the same name and adds to the confusion, is larger in size I believe.

You should not have to hack the registry if you uninstall the old one first - that gives you a clean uninstall. Then use SIM to push the new SP out to the server. I know it sucks - I am just letting you know what I found works.

Regards,
Nelson

[AaronK]

You can remove the 'dead' service using:
'sc delete hpdiags' from the command line.

Aaron

[Rob Buxton]

Derek,
I tend to agree with sentiment, I tend to believe Softpaqs are indeed pre-tested bundles and to date have had no real problems.
However on this one I've had three separate problems with PSP's on different Servers. That is certainly the worst I've seen.

[Lenny Davis]

I echo all thoughts above as I've had this version mismatch issue, and the problem with the 7.20A version control agents not installing on our W2K Citrix servers. In addition my W2K3 server reports that the 7.20A installation is over 1 Gig in size! At least my W2K servers report the correct size. HP clearly haven't tested this support pack at all here as these problems are easily identifiable. Very embarassing. I expect to see 7.20B posted in the next few days.....

[Derek_31]

Ya, some of my machines show the diagnostics program as 400MB+. They also really need to fix the VCRM password problem, now that the Insight Home page can use domain logons.