Remote Support Pack not showing up in SIM.

[Todd Schelin]

I have installed the Remote Support Pack form Insight Control Data Center Edition version 1.1 and I do not see any menu in SIM reflecting the product is installed according to the following document.
http://docs.hp.com/en/418812-002/ch09s02.html
What is going on it does not show up under Options and there is no task in the Scheduled Tasks either.

I do not get the following directory either.
C:\Program Files Hewlett-Packard\RemoteSupport\bin

I have been through install and un-install several times and still do not get the application to show up in the SIM menu.

[Richard Litchfield_1]

The RSP is included as part of the SIM 5.1 install included on the SmartStart 7.70 Management CD. I don't think it was on the 7.60 Management CD, and possibly not your install kit.

Get the management CD from http://h18013.www1.hp.com/products/servers/management/hpsim/download.html.

You might find the presentation at this link useful as well - at least it shows you exactly what you should be seeing. http://www.presentationselect.com/hppods/archive/022207_Kearns/652x489/start.htm

[Martin Smoral]

I have a simliar problem. I have installed the RSP included with SIM 5.1sp1 twice. both times, everything installs with no errors but i never get the CW status column to show up and their are no scheduled task to collect CW information. Any Ideas ?
Thanks,
Martin

[Todd Schelin]

Yes we have the same problem. It installs just fine, but nothing shows up in scheduled tasks and there is nothing under the options menu.

[Martin Kers]

It did not work for me, till I changed from proxy to a direct connection (made a NAT-rule in the Firewall to 2 IP-adresses of HP).
After that it worked.

Martin

[Todd Schelin]

So when you changed to direct connect then the menu's showed up in SIM? My problem is none of the scheduled tasks or jobs show up at all.

[Martin Kers]

I first had to make the "remote support software manager" to work properly (did this by using a direct connection), and with this tool you can deploy several packages on the CIM server.
After installing these packages, extra options are added to HPSIM.

I do have a problem with automatic CW checking (a strange SSL-error occurs) ,but I managed to syncronize some systems manual.

Martin

[Todd Schelin]

I have to use proxy setting since our network will not allow any ports to be opened up to the outside without first going through the proxy. Thanks for the feedback, but not an option for me. I tried it though, but no connection to outside once I turn off the proxy.

[Todd Schelin]

This fixes the issue with the Remote Software Support Pack if you have a proxy. Add the information below into your hosts file and you should be good to go.

One thing that has tripped up many of our customers has to do with an
underlying Marimba issue. If:

- the CMS is NOT able to resolve the HP transmitter host name

- the CMS is able to resolve the web proxy server name

- the web proxy can resolve and connect to the HP transmitter

Then the connectivity checks and some Marimba communications work.
Unfortunately, in this circumstance, Marimba fails in some instances
because it checks that the destination is resolvable from the CMS itself
before attempting to make a connection. To work around this, the
customer can add the following entry to
C:\WINDOWS\system32\drivers\etc\hosts:

15.232.64.127 isee-updates.americas.hp.com

It does not matter that the CMS is unable to directly connect to this IP
address -- Marimba's check if the hostname is resolvable just needs to
return successfully before it attempts to make the connection via the
proxy. If this is the underlying cause of the customer problem, then
the customer should be able to successfully run the registration after
this step.