Troubleshooting

Question: How do I recover from a failed update when the software repository becomes unavailable while the update is performed in Insight Manager 7?

Answer: If the update task uses a software version criteria, execute the task again. The update will start over. Furthermore, the Smart Components that are deployed will only install if supported by the target servers.

Use the task log to examine the target devices and determine where the update failed.

Question: The software update feature in Insight Manager 7 does not locate any repositories. How can this be corrected?

Answer: Verify the Discovery settings and ensure that the IP range specified does not exclude the selection of available repositories. Also, for a repository to announce itself as such to Insight Manager 7, ensure that the repository is managed by Version Control Repository Manager. While it is not necessary, it is useful to set up a Version Control Repository Manager on a system before you run Discovery in Insight Manager 7 for the first time. Make sure that the Version Control Repository Manager trusts  Insight Manager 7. For more information about setting up trust relationships refer to "Setting up Trust Relationships" in the   Insight Manager 7 Technical Reference Guide and in the Understanding  Insight Manager 7 Security White Paper located on the Management CD.

Question: During the automatic update, I received the following error, “The automatic updated failed because an error occurred while retrieving the download site catalog.” The error message referenced an error for the catalog.xml file and an error code 12007, 12015, and etc.  What does this mean?

Answer: While the automatic update process was in progress, the Version Control Repository Manager was unable to connect to the Website.

HP recommends the following actions:

• Verify that the hardware connection for the Internet is secure (for example, phone line or cable) to the machine where the Version Control Repository Manager is installed.

• Verify the domain name server (DNS) settings are correct.

• Verify that the proxy server, port, and proxy user authentication settings are correct.

Question: The job of the Software Version Status Polling tasks in Insight Manager 7 is to retrieve a list of installed software and firmware from systems and obtain the software status from the Version Control Agent on those systems. Why do I need to specify a repository when setting up this task? Does it matter which repository I choose?

Answer: Insight Manager 7 sends the selected Version Control Repository Manager a list of all the software versions in sorted order. This is necessary so that Insight Manager 7 can properly handle queries that include software version comparisons (for instance, return devices with HP Array Driver < Version 5.10.0.0). It is not important which repository is chosen here—the Version Control Repository Manager can return a sorted list of versions for a component even if that component does not exist in the repository. However, it is generally a good idea to choose a repository with the most complete set of software.

Question: The group configuration feature in Insight Manager 7 denies access to the source device for security reasons. How is this corrected?

Answer: Insight Manager 7 implements security to ensure that access to management information is available only to authorized users. This security relies on security setting between Insight Manager 7 with managed devices. Insight Manager 7 will deny access if the trust relationship between Insight Manager 7 and the source device Management HTTP Server is not configured correctly. To correct this problem, HP suggests the following procedure:

1. Navigate to https://devicename:2381.

2. Click the Settings tab. The Settings page is displayed.

3. Click the Options link. The Options page is displayed.

4. Click Configuration Options.

5. Click Trust Mode. Correct the configuration.

For more information regarding Trust Relationships, refer to Setting up Trust Relationships in the Insight Manager 7 Technical Reference Guide.

Complete information on the security implemented by the management device (where the Version Control Repository Manager is installed) and the managed devices (Management HTTP Server) is available in the “Security” white paper, available on the HP Website at

http://www.hp.com/servers/manage

Question: Can I use the Software/Firmware criteria in Insight Manager 7 to tell which version of a Support Pack is installed?

Answer: Generally, ProLiant Support Packs cannot be used for comparison when developing a software update query. However, if you must compare ProLiant Support Packs, use the following guidelines when selecting ProLiant Support Packs to compare:

• The only comparison you can use with a ProLiant Support Pack is Equal To.

• Insight Manager 7 cannot determine whether a ProLiant Support Pack was installed on a system, only whether all of the components in a ProLiant Support Pack are installed on a system. A targeted device will be returned by a query that compares ProLiant Support Packs only if every component in the ProLiant Support Pack is present on the targeted device.

It is unlikely that all of the components in a ProLiant Support Pack will be installed on any system. This will cause most queries that include Support Pack software criteria to return no devices.

Question: Why did the Version Control Agent encounter an error while obtaining the software and firmware inventory?

Answer: The Version Control Agent requires the Foundation Agent 5.30 or later. You must install SNMP and Foundation Agents. You can download the agent at http://www.hp.com/servers/manage

Question: Should the Version Control Repository Manager be installed before running Discovery in Insight Manager 7, and if so, why?

Answer: While it is not essential, it is a good idea to install a Version Control Repository Manager before running Discovery. Be sure that this repository trusts Insight Manager 7. Refer to “Setting up Trust Relationships” in the Insight Manager 7 Technical Reference Guide for more information on trust relationships. The reason why it is a good idea to install a Version Control Repository Manager is so that the Software Version Status Polling task can properly sort the versions of software retrieved from devices. If you do not set up a repository before running Discovery, then the versions will be sorted when a software criteria query is set up for the first time.

Question: Why is it that when I query for devices with Foundation Agent for Windows in Insight Manager 7, I get only the Windows 2000 systems back and not Windows NT?

Answer: Even though you choose a component that is supported for both Windows NT and Windows 2000, the query will only return the devices that match the operating system tree from which you chose the component when you created the query. In this example, if you chose the Foundation Agent for Windows from the Windows 2000 branch of the criteria tree, then only Windows 2000 devices will be returned. If you want devices from both Windows 2000 and Windows NT, choose the Foundation Agent for Windows from the Windows 2000 and Windows NT branch.  

Question: One of the three items I was trying to install from Insight Manager 7 failed to download from the repository, yet the other two items, which downloaded properly, didn’t install.

Answer: If any items fail to download from the repository, the Version Control Agent will not attempt to install any of the items.

Question: I set up a task to notify me using email when a software update task completed in Insight Manager 7, but when the event arrived, not all of the software was completely installed.

Answer: The software update task sends the Version Control Agent on each target system a command to install the specified components. After the install command has been sent to the last device, the software update task completes, and the completion event is sent. However, at this time, some of the devices might still be in the process of downloading components and installing them.

Question: What capabilities do I get from the Version Control Agent alone?

Answer: The Version Control Agent provides a list of the HP system software and firmware installed on the local server. For the Version Control Agent to provide version control and software distribution functionality, it must be configured to refer to a Version Control Repository Manager.

Question: Why do I see a reboot required (Status 2) in the Version Control Agent Log but not in the Install Log?

Answer: The Version Control Agent Log page contains information logged by the Version Control Agent during its operation. The Version Control Agent Log is often informational when you are trying to troubleshoot a problem, such as why a specific task failed.

The Log page contains information logged by the component setup program.

Question: Why do some of my components not install and report in the log as failed, although the hardware exists on my server and requires the update?

Answer: Some HP components are not written to support silent installation, such as HP NIC drivers for Windows NT, which is an installation that requires user intervention. The Version Control Agent can only install components that are written for silent installation. The following components currently do not support silent installation:

•  NetFlex/Netelligent Adapter Driver for Windows NT 4.0

•  Ethernet/Fast Ethernet or Gigabit NIC Driver for Windows NT 4.0

•  Array Redundancy Software for Windows 2000

In the event silent installation is not supported, HP recommends the following procedure

1. View the Version Control Agent log and determine which component failed.

2. Access the failed device, and browse to the Version Control Repository Manager repository from that device.

3. Browse to the Catalog and identify the component.

4. Click on the component. The Component Details page is displayed.

5. Click the link associated with the component at the top of the Component Details page to download the failed component.

6. Save the component to the device.

7. Install the component manually.

In the event components fail because they are not signed by Authenticode technology or have not cleared the Microsoft Windows logo testing, check the target device for messages.

Question: If these components do not or will not install without user intervention or silently, why does the Version Control Agent report Failed to Install?

Answer: At the current time, the Version Control Agent does not differentiate between silent and non-silent components.

Question: Does HP have any intention of disabling the Install icon on those components that do not install silently or without user intervention in future releases?

Answer: Yes.

Question: Why can’t I install or update the Version Control Repository Manager using the Version Control Agent? I receive an Unable to install the Microsoft XML Parser 3.0 (1603) error.

Answer: You are attempting to install the Version Control Repository Manager with the Version Control Agent, whose service does not have administrative privileges.

Perform the recommended changes only on servers running both the Version Control Agent and Version Control Repository Manager:

1. Launching the Services program.

2. Right click on the Version Control Agent service.

3. Select Properties.

4. Select the Log On tab.

5. Click This account.

6. Enter the name of or browse to a user with administrative privileges using Browse.

7. Click OK to save the changes.

You will now be able to install and upgrade the Version Control Repository Manager using the Version Control Agent.

Question: Why do some of the components display in the inventory for hardware that is not physically located on my server?

Answer: This issues is caused by a conflict between SmartStart and the Version Control Agent and might display with Yellow status icons in the Latest Version and Support Pack columns.

SmartStart installs all components, specifically storage components, for hardware, regardless of the physical location of hardware on the server, for example:

•  32-Bit SCSI Controller Driver for Windows NT 4.0

•  Drive Array Driver for Windows NT 4.0

•  Smart Array-2 Controllers Driver for Windows NT 4.0

•  64-Bit/66Mhz Dual Channel Wide Ultra3 SCSI Controller Driver for Windows NT 4.0

•  Smart Array 5x Controller Driver for Windows NT.40

The inventory for these components might display with Yellow status icons, stating an upgrade is needed and available, which occurs when the Version Control Repository Manager configured on the Version Control Agent is cataloged with newer versions of these components.

For example, if your server is configured with components from SmartStart 5.2 and the Catalog of your Version Control Repository Manager contains new SmartStart 5.3 components, the inventory of the Version Control Agent displays the above items with Yellow status icons. You cannot upgrade these components because the physical hardware does not exist on the server or allow the status icons to display with a Green icon reporting the components are current. The Overall Status will also continue to display with a Yellow icon because the Version Control Agent is reporting components that need updating.

You can create a Custom Software Baseline excluding these components and configure your Version Control Agent to use it as its Reference Support Pack. This option allows the Support Pack Version column to exclude these components during its version comparison, which allows your Overall Status to display with a Green icon stating the inventory is current. However, the Latest Version column will continue to display with Yellow icons for these components.

This solution should only be applied to those servers without the storage hardware physically installed.

This problem will be corrected in future releases of the Version Control Agent.

Question: Why isn't some of the software installed on the system shown in the Software Inventory of the Version Control Agent?

Answer: The following components do not appear if you have HP Insight Management Agents 5.20 or earlier installed on the system:

•  Drive Array Notification for Windows 2000

•  PCI Hot Plug Controller Driver for Windows 2000

• Integrated Management Log Display Utility for Windows 2000

• Integrated Management Log Log Viewer for Windows 2000

•  Power Supply Viewer for Windows 2000

•  Power Down Manager for Windows 2000

•  Enhanced Integrated Management Display Service for Windows 2000

•  ATI RAGE IIC Video Controller Driver for Windows 2000

•  Array Redundancy Software for Windows 2000

•  Integrated ATA RAID Management Utility

•  Network Teaming and Configuration for Windows 2000

•  Remote Insight Board Wide Area Network Driver for Windows NT 4.0

• Integrated Management Log Display Utility for Windows NT 4.0

• Integrated Management Log Log Viewer for Windows NT 4.0

•  Power Supply Viewer for Windows NT 4.0

•  PCI Hot Plug Utility for Windows NT 4.0

•  Array Redundancy Software for Windows NT 4.0

•  Power Down Manager for Windows NT 4.0

•  Enhanced Integrated Management Display Service for Windows NT 4.0

•  ATI RAGE IIC Video Controller Driver for Windows NT 4.0

•  ATI RAGE XL Video Controller Driver for Windows NT 4.0

•  Integrated ATA RAID Management Utility

These components will be displayed in the Software Inventory of the Version Control Agent if you install HP Insight Management Agents 5.30 or later.

Question: When I copy the files from a Support Pack into the repository manually, I might not see all of the new components listed on the Catalog page. What can I do to see these files?

Answer: When you copy files into the repository manually without using the Version Control Repository Manager, the repository might need to be rescanned and the catalog rebuilt. For more information regarding copying files into the repository manually, refer to the Version Control Repository Manager help files, Updating the Repository Manually from the SmartStart CD. For more information regarding rescanning the repository, refer to Version Control Repository Manager help files, Rescanning the Repository and Rebuilding the Catalog.

Question: What are the Microsoft Windows 2000/NT Events for the HP Version Control Agent?

Answer: The following table shows a listing of Windows 2000/NT events that are applicable to the Version Control Agent.

Question: What are the Microsoft Windows NT/2000 Events for the HP Version Control Repository Manager?

Answer: The following table lists the Microsoft Windows NT/2000 event for the Version Control Repository Manager.