Remote Support - Registering with isee.hp.com don´t work

[Mario Wabl]

Hello,

I have some serios problems in regsitering for remote support in HPSIM.

Registration for Remote Support via "Options - Remote Support Configuration and Service" failed after entering the data in the form and clicking "Submit Updates and Register".

"Updating the information and registering the client" is displayed and then the display is switching back to the form where "Remote Support has not been registered" is displayed in the top header. I tried this multiple times with the same result.

In the logfile "...\Hewlett-Packard\RemoteSupport\logs\iseeclient.log" the following is recorded:

20080526_14:36:02 | ISEEClient | always | TPMListener.cxx:227 | Received IPC to submit transport item to the queue.
20080526_14:36:02 | ISEEClient | always | FileQueue.cxx:94 | Added a transport item to the request queue, transport type=registration transport id=0A992C53-989D-41AC-A6CA-E3AAB8DAE12E
20080526_14:36:04 | ISEEClient | error | ResponseHandler.cxx:227 | ERROR DURING TRANSPORT, transport type=registration transport id=0A992C53-989D-41AC-A6CA-E3AAB8DAE12E Error details: error code=100 error string=Failed to get GDID! isClient=true

I have tested it with a MS Terminal Server connection to the server but also with the local console as mentioned in another thread (thread id=1170962).

There is a firewall between the server and the internet - which ports are used by the Remote Support Tool?

kind regards,
Mario