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HP Systems Insight Manager
Troubleshooting

» HP Systems Insight Manager

»Table of Contents
»Index
»Product Overview
»Getting Started
»Monitoring Systems, Events, and Clusters
»Using Tasks
»Using Default Tools
»Reporting
»Administering the Software
Troubleshooting
»Windows Event Log
»Service and Support
»Printable Version
»Glossary
»Using Help
Content starts here
» Authentication Problems
» CLI Problems
» Cluster Problems
» Custom Command Problems
» Discovery Problems
» Event/SNMP Trap Problems
» Generic Problems
» HP Systems Insight Manager Problems
» HTTP Events
» Microsoft Internet Explorer Problems
» Installation Problems
» IP Address Problems
» List Problems
» Login Problems
» Mozilla Problems
» Operating System Problems
» Paging Notification Problems
» Printing Problems
» Reporting Problems
» Response Problems
» Security Problems
» SNMP Agent Problems
» Software Status Problems
» System Problems
» Task Problems
» Tool Problems
» Windows NT Event Log Problems

Authentication Problems

HP Systems Insight Manager was running fine, but now I receive error messages in the console, such as authentication failure, and error accessing database when trying to run HP Systems Insight Manager.

Solution: In order to resolve this issue, be sure that the DNS server correctly associates the network address used by HP Systems Insight Manager with the hostname of the CMS. If it you are using a DHCP server to assign the CMS IP Address you should statically allocate the IP address. You cannot change the hostname of the HP Systems Insight Manager.

CLI Problems

From the command line, I have entered mxmib -f SHIPPING CFGs not preloaded.txt , and I receive the error The following is an invalid argument value: CFGs.

Solution: The command mxmib cannot handle spaces. Place the file name in quotes, for example, enter mxmib -f "SHIPPING CFGs not preloaded.txt" .

The command mxagentconfig -a cms_name -p password fails with

Unknown hostname: 'cms_name'

Solution: For verification purposes, use nslookup cms_name to test the network name resolution on the managed system. To correct the problem, setup a network name resolution properly on the managed system by adding CMS information to the managed system /etc/hosts file.

The command mxnode -a system_name or mxnode -r system_name fails with: Unknown host: ‘system_name’  System ignored.

Verification: Use nslookup system_name to test the network name resolution on the CMS.

Solution: Setup network name resolution properly on the CMS.

I am receiving a message, Another user is currently using mxmib, please try again. How do I resolve this?

Solution: This is expected behavior. Run mxmib -r to clear the interlock.

MXMIB allows me to compile a MIB with a different file name, but the same internal module name already exists and is a compiled MIB. This is causing inconsistency in the database.

Solution: The module name and file name must be consistent. If the names do not match, it causes potential corruption.

If attempting to compile a MIB that already exists in the database, the CLI message states that it is importing even though it is actually updating.

Cluster Problems

A Cluster is not identified as a Cluster.

Solution: If a cluster is not being defined as a cluster or any of its nodes are not being identified correctly, be sure all the Cluster Management Agents are installed (if necessary reinstall) on every cluster node of that cluster.

After manually adding a system as a Cluster, the system type does not change even if the system is not a Cluster.

Solution: If you manually add a system as a cluster, the system type might not change even if the system was not a cluster to begin with. To reset the system type, you should delete the system and run Discovery.

Clusters or Cluster Nodes are not identified correctly.

Solution: Clusters or Cluster Nodes might not be found for the following reasons:

  • Be sure the IP ranges in Automatic Discovery are set to include the Cluster and Cluster Nodes (and not exclude them).

  • If there has been a name change of the Cluster or its node, be sure the DNS servers being used by the Cluster and HP Systems Insight Manager both have the new name.

  • The Cluster Node might be down.

  • The Cluster Node has Insight agents older than version 4.22.

  • The Insight agents are not running on the Cluster Node.

  • The SNMP agents are not running on the Cluster Node.

  • The network traffic is swamping the network for a significant time period.

  • The Cluster Management Agents must be running on all the Cluster Nodes.

  • The system must be identified as a Server or Cluster in order for cluster identification to run against that system during Discovery.

The Cluster Monitor does not display Cluster Resources for specific Clusters or Cluster Nodes.

Solution: This can result from specific HP Insight Management Agents for those Cluster Monitor Resources not running at the time Discovery was run. The remedy is to ensure the correct agents are running on the Clusters and Cluster Nodes, and then rerun Discovery.

The Cluster Node is not identified properly by Discovery.

Solution: The Cluster Node name for the DHCP Server might be different from its Windows NT name. The remedy is to explicitly place the Windows NT computer names into the LMHOSTS file on each Cluster Node, and then rerun Discovery.

Cluster Monitor is not displaying properly.

Solution: Ensure that the Small Fonts is selected as the Font Size on the Settings tab in the Control Panel on the browser.

The list boxes under Cluster Monitor within Settings are not working properly.

Solution: It takes a few seconds for the down arrows to be on the list boxes. If there is more than one list box, you must make a selection from the first box, then wait a few seconds to make a selection from the second box, and each subsequent box. If you make a selection too soon, the list boxes might not work properly. The remedy is to take an action to replace the right windowpane, and then return to the list boxes.

The Cluster Nodes are not discovered when the Cluster alias is used as the system in Manual Discovery.

Solution: In Manual Discovery, add the Cluster alias and each node separately to assure they are entered into the database. Alternatively, include the Cluster alias and the node IP addresses in the IP range.

What to expect when running HP Systems Insight Manager on a Cluster.

Solution: HP Systems Insight Manager is not a Cluster aware application. If each node of the Cluster has an instance of HP Systems Insight Manager installed, each node has a different certificate with the name of the node, not the name of the Cluster, unless you have created your own certificates using a certificate server or other certification authority. When browsing to the Cluster, if your browser is configured to Warn about invalid site certificates the browser should display a security alert, warning you the name you have browsed to does not match the name in the certificate. If you have not imported the certificate into the browser, or the certificate has not been issued by a trusted certification authority, the security alert also informs you of the untrusted origin of the certificate. Verify the certificate is correct and continue.

During a failover, one node fails and the other node becomes active. Because HP Systems Insight Manager is not Cluster-aware, any browsers open to HP Systems Insight Manager need to be closed, and you should re-browse to the Cluster. You might again be presented with another security alert, using the certificate of the other node as previously described. If so, verify the certificate and continue.

Any managed system that establishes a trust relationship with the HP Systems Insight Manager server (for example, for Single Login support, Replicate Agents, Update Software, etc.) should trust all nodes of the Cluster since any node could be active and issue the desired command to the system.

I am having problems identifying clusters.

Solution: If you notice that the cluster name or cluster member name is the IP address of the system and not the hostname, download new HP Insight Management Agents for Windows 2000/Server 2003 for each cluster member of the cluster.

  1. Go to http://www.hp.com and click Support & Drivers

  2. On the Support & Drivers page, click Select my product from a listing.

  3. On the Support for your HP or Compaq product page, click servers.

  4. Click ProLiant and Pentium/Xeon servers.

  5. Click Compaq ProLiant Servers.

  6. Click the appropriate ProLiant series, for example, Compaq ProSignia 720 server series.

  7. Click the appropriate server, for example, Compaq ProSignia 720 server 3/350-512.

  8. In the tasks for your selected products box, click download drivers and software.

  9. In the select operating system list, select the appropriate operating system for example, Microsoft Widows 2000.

  10. In the select a category list, select Software - System Management.

  11. Click HP Insight Management Agents for Windows 2000/Server 2003.

The agents are installed.

Custom Command Problems

My custom command fails with the following error:

C:\Program Files\OpenSSH\bin\switch.exe: *** can´t create title mutex ´Global\cy gwin1S3-2003-11-04 16:46.title_mutex.0´, Win32 error 0

Solution: The user who is trying to run the custom command is not in the Administrators group. Add the user to the Administrators group.

Discovery Problems

A system that has had a new IP address assigned to it, is discovered as a new system in HP Systems Insight Manager instead of having the existing system in HP Systems Insight Manager updated with the new IP address. The original system shows a Critical status.

Solution: This is caused because DNS is not being configured on the network. HP Systems Insight Manager tries to use system names from DNS to match previously discovered systems with new systems of the same name. Be sure that DNS is configured on the HP Systems Insight Manager server and ensure that the DNS server itself is properly configured for the systems in question.

Event/SNMP Trap Problems

Why am I not receiving notification when there is a SNMP Authentication trap received?

Solution: The default setting for Enabling Trap Handling in SNMP Extensions is Disabled (Not Processed). The reason for this is because typically, a system can be set up with an incorrect community string or an incorrect community string is set in HP Systems Insight Manager, which results in an Authentication Failure trap to be sent to the management server each time a request is made to the system. This results in many traps being logged. To change this setting to Processed (Enabled), complete the following steps:

  1. Open HP Systems Insight Manager (http://machinename:280).

  2. Log in as a user with full configuration rights.

  3. Select OptionsEventsSNMP Trap Settings.

  4. In the Mib Name field, select rfc1215.mib.

  5. In the Trap Name field, select authenticationFailure if it is not already selected.

  6. In the Enable Trap Handling field, select Yes.

  7. Click [OK].

These steps set the Authentication Failure Trap to Processed and you are notified of all failures.

Generic Problems

The keyboard does not always respond the way I expect.

Solution: If you are used to the Windows Operating System, you anticipate the behavior of certain keys, such as the Tab, Enter, or Alt keys. However, in Java applets, and in Web-applications in general, the Windows style is not necessarily used. Therefore, you might need to use the mouse to return focus to a specific page. For example, if you enter an invalid entry for a system IP address or time, the Criteria or Schedule page is re-focused, but the keyboard access might not be restored on the last entry field. This typically happens after several attempts. To return the focus, simply use the mouse to click the page you want to use.

User names are not listed in alphabetical order.

Solution: User names are grouped by authorization level (full configuration rights, limited configuration rights, and none). Within the groupings, the users are listed in the order they were created.

Logging in from dial-up connection takes a long time.

Solution: Your connection depends on many factors that are beyond your control. You might have a slow modem, the server you are connecting to might not be operating at peak efficiency, or you might have a bad phone line. Installing the local java plug-in file while connected to the LAN should help your remote connection and performance.

HP Systems Insight Manager Problems

You get a message regarding memory address violation when you close the browser.

Solution: You might need to reinstall the SNMP agent after installing Windows NT 4.0 SP3. If you install Windows NT 4.0 SP4, you must install the SNMP hot fix. The SNMP service has a memory leak and consumes your system resources if you do not install the SNMP hot fix.

I have MDAC 2.5 or greater installed. When browsing to HP Systems Insight Manager for the first time, the Java Plug-in attempts to install, but halts abnormally after unpacking the files, but before the main plug-in screen displays. However, the Java installation does not complete.

Solution: The following steps allow the Java Plug-in installation to successfully complete (Windows only):

  1. Stop the HP Systems Insight Manager Service from the Control Panel.

  2. Let the plug-in install complete.

  3. Exit the current browser session.

  4. Restart the HP Systems Insight Manager Service.

  5. Start a new browser session and log in to HP Systems Insight Manager.

I have JRE 1.4.1 installed on my Windows system, but when I browse into HP Systems Insight Manager, the login page tells me that I must install the JRE 1.4.1 before I can log in.

Solution: Internet Explorer uses the last JRE that was installed, regardless of the JRE versions actually installed (Windows only).

  1. Uninstall the JRE 1.4.1 installed on the Windows system.

  2. Reinstall the JRE 1.4.1.

  3. Start a new browser session and log in to HP Systems Insight Manager.

The system list panels do not display.

Solution 1: The current set of Java Plug-in Applet Cache files stored on the client machine might need to be deleted. From the client Windows machine, select StartSettingsControl Panel. Select the Java Plug-in icon off the Control Panel. The Java Plug-in Control Panel should display. Select the CACHE folder off the Java Plug-in Control Panel. Click Clear JAR Cache. A Clear cache panel should display, informing you that the Plug-in cache files have been removed. Click [OK].

Solution 2: HP Systems Insight Manager only run correctly when using the Java JRE 1.4 plug-in. If you have a newer version you must delete that version and re-install JRE 1.4. After the newer version is removed, you must log in to HP Systems Insight Manager and version JRE 1.4 is automatically on your system.

Solution 3: Go to the Control Panel on the client machine this is seen on, double click the [Java Plugin] or [Java Plugin 1.4.1_*] Control Panel applet. Select the Advanced tab, and in the Java Runtime Parameters field enter the following: -Dsun.java2d.noddraw=true. Click [Apply] and close both the browser and the Control Panel applet. Restart the browser and the problem should not occur again.

After creating a user with full configuration rights, the user name is shown in the user list generated from the SQL Analyzer. However, after editing the UserID file, exiting HP Systems Insight Manager and restarting HP Systems Insight Manager, the user is not listed when selecting OptionsSecurityUsers and AuthorizationsUsers, although, the user name is listed in the database.

Solution: Any attempt to manually modify the UserID file, or any user information hash file, causes the user account to be removed from HP Systems Insight Manager. Therefore, the user can no longer access HP Systems Insight Manager.

Database connection is lost while using the MIB installer tool or command-line MIB Manager or command-line System Type Manager, but tools indicate successful completion.

Solution: If you lose accessibility to the database when running these command line tools outside HP Systems Insight Manager, you can potentially corrupt the operation you were performing and predictable results and recovery are not guaranteed.

The Home and Logout links are missing in the banner area.

Solution: Click the Refresh button at the top of the browser window.

I receive JavaScript errors when the banner attempts to refresh.

Solution: If more than one browser session is open to the same CMS, using the same user account, it is possible that the banner customization was changed in one session, leaving the other out of sync with the database. To re-synchronize the browser with the database, click the [Refresh] button at the top of the browser window.

The banner is no longer getting updated.

Solution: If more than one browser session is open to the same CMS, using the same user account, it is possible that the banner customization was changed in one session, leaving the other out of sync with the database. To re-synchronize the browser with the database, click the [Refresh] button at the top of the browser window.

HTTP Events

After creating a new HTTP category, it is not listed in the criteria box on the Advanced Search> page when searching for new event types.

Solution: To search for new event types generated by HTTP events, you must select events by Event Category and then select the event type from the and type is list.

Microsoft Internet Explorer Problems

Hot keys or other keys such as Tab and Enter might not work as expected in the browser.

Solution: Use the mouse to ensure expected results.

During the installation, the system reboots, and then the installation launches the browser. Internet Explorer displays a message saying that it could not establish a connection with the local host. The browser is being launched before the service has had time to start.

Solution: Try to access the URL again by placing the cursor in the URL field, and pressing the Enter key. Keep trying until the application loads in the browser.

Sometimes the browser [Back] button does not take the user back to a previous window.

Solution: In Internet Explorer, when the framesets are changed, the browser history is lost. Navigate back through the HP Systems Insight Manager header that is present at all times.

Right clicking the mouse within a browser frame generates unexpected results.

Solution: Navigation through right-mouse clicks in Java applets is not supported. Navigation through right clicks of the mouse can sometimes fail to bring a user back to a previous page. This problem is solved the same way as Issue 6 when framesets are replaced.

The browser closes abnormally.

Solution: Issues with Internet Explorer when running Java applets sometimes causes the IEXPLORE process (Internet Explorer) to stop abnormally. Re-opening the browser and logging back into HP Systems Insight Manager resolves the situation. Try upgrading to the latest Microsoft Internet Explorer if this happens repetitively.

Clicking the browser [Back] button while viewing a list returns the user to the appropriate system or event overview page.

Solution: This is correct functionality. The browser history is not being updated due to frameset updates. Click the system or event list to navigate back to the list page.

Unable to drill down on a list or unable to drill down on an agent link on the System Page.

Solution: When two browsers are open on the same system and they are each pointed to a different HP Systems Insight Manager Management server, unexpected results can occur. Some inconsistencies include not being able to open a list or not being able to drill down on an agent (for example, Configuration History Reports (Survey Utility).

Unable to access HP Systems Insight Manager on the local system at http://localhost:280/.

Solution 1: Verify proxy server configuration in Internet Explorer. An invalid proxy server address prevents Internet Explorer from browsing to any addresses, including the local system.

Solution 2: Some systems might not be able to resolve the name localhost. If this is the case, use http://127.0.0.1:280/ or http://machine_name where machine_name is system where HP Systems Insight Manager is installed.

When the All Systems window sits idle for an extended period, and I launch a new browser window, the All Systems window turns white and Internet Explorer hangs. I am forced to end the task. How can I avoid hanging up in Internet Explorer?

Solution: Avoid leaving Internet Explorer open for extended periods with the All Systems list displayed. You should log out of HP Systems Insight Manager before leaving your monitor, not only to prevent this situation but also for security reasons.

Installation Problems

Using FAT file system on Windows 2000 and Windows NT, the disk space requirements seem larger than stated.

Solution: The disk space requirements assume you are using NTFS file format. NTFS is more efficient and provides greater security. Using a FAT file format, which can require more disk space on installation. If you experience this error, try to increase the amount of space on the disk where you have specified you want to load HP Systems Insight Manager.

I am unable to load HP Systems Insight Manager on Windows NT 3.51.

Solution: Windows NT 3.51 is not a supported platform.

You receive the error Database Connection Error during the Java-based database installation portion of HP Systems Insight Manager installation.

Solution: Verify that the target Microsoft SQL Server service (MSSQL) is running (select Control PanelServicesMSSQ).

The Java Runtime (JRE) is not installed during runtime.

Solution:

  1. If the Java Runtime (JRE) is listed in Control PanelAdd/Remove Programs, uninstall it.

  2. Log back into HP Systems Insight Manager as user with full configuration rights.

  3. The JRE should automatically download again.

  4. If the JRE does not start and you still get the message stating you must install the JRE, then go to ...\Program Files\HP\HP Systems Insight Manager SP2\www\ui\classes, and click j2re-1_3_1_02-win-i.exe. This procedure manually installs the Java Runtime files.

Global Unique Identifiers are the same for all systems when using Disk Imaging software on servers.

Solution 1: If the disk image has not been taken, perform the following after installing the HP Insight Management Agents on the source machine and capture the image before restarting the Insight Management Agents.

  1. Uninstall all Insight Management Agents from one of the systems.

  2. Use the Disk Imaging software to copy the configuration from the system without the Insight Management Agents installed.

  3. Use the disk image from step 2 to copy to the target systems.

  4. Reinstall the HP Insight Management Agents on all the systems.

Solution 2: If the disk image has already been deployed, perform the following to remove the image from each target system. The following information is divided by Network Operating Systems.

  • In NetWare:

The Globally Unique Identifier information is stored in a 16-byte file on the SYS:\SYSTEM subdirectory of the NetWare server. This file is created and populated with the Globally Unique Identifier when HP Systems Insight Manager performs an SNMP SET command to the NetWare server.

To remove the permanence of the Globally Unique Identifier, delete the file \SYSTEM\CPQBSSA.CFG in the NetWare SYS volume.

After the file is deleted, restart the Insight Management Agents and a new Globally Unique Identifier is assigned by HP Systems Insight Manager when the system is discovered.

  • In Windows NT:

The Management Agents create the Globally Unique Identifier information in an entry in the Windows NT registry.

To remove permanence of the Globally Unique Identifier, remove the entry:

HKEY_LOCAL_MACHINE\SOFTWARE\Compaq Insight Agent\hostGUID

After the entry is removed, restart the Insight Management Agents services and a new Globally Unique Identifier is automatically generated.

  • In UnixWare:

The Globally Unique Identifier information is stored in a file that is created and populated with the Globally Unique Identifier when HP Systems Insight Manager performs an SNMP SET command to the UnixWare server.

To remove the permanence of the Globally Unique Identifier, delete the following file from the UnixWare system.

/var/spool/Compaq/foundation/registry/cpqhoguid.dat

After this file has been deleted, restart the Management Agents and a new Globally Unique Identifier is assigned by HP Systems Insight Manager when the system is discovered.

I am receiving the following error message when canceling a reinstall during a file copy: _INS5176_MP.exe has generated errors and is closed by Windows. You must to restart the program.

Solution: This error occurs when canceling a reinstall during a file copy when running Windows 2000 Professional. Restart the installation program.

This program does not adversely affect your system or the installation of the product. It is an error message that is generated when a cancel is issued during a file copy.

During an upgrade, if I click [Cancel] while the files are copying, and I click [Yes] when asked to confirm my intention to cancel the installation, the installation procedure exits but I get a Dr. Watson error message, Dr. Watson for Windows NT, an application error has occurred and an application error log is being generated. _INS517B_MP.exe Exception access violation (0x00000005), Address 0x004347e0. If I try to restart the installation procedure, I get another error screen displaying, Setup Initialization Error, Setup has detected that unInstallShield is in use. Please close unInstallShield and restart setup. Error 432.

Solution: Reboot the machine to clear all active processes.

While installing HP Systems Insight Manager on a Windows 2000 system, a message box is displayed with no message.

Solution: This message is issued from Installshield, and is specific to Windows 2000 systems. The intent behind the message box was to alert you that you need NT Admin privileges. The error message could not be mapped, which causes an empty message box.

To resolve this problem:

  1. Go to Computer Management.

  2. Click Accounts.

  3. Click Groups.

  4. Assign the user full configuration rights.

When installing HP Systems Insight Manager on a server that has never had HP Systems Insight Manager installed, running NT 4.0, SP6a (Server or Enterprise Edition), and using a remote SQL 7 or SQL 2K database, I get an erroneous reboot now or later window displaying after the Java runtime installs.

Solution: This is a prompt from the Java Plug-in Installer and not from the installation of HP Systems Insight Manager. You can select either option.

Using NT 4.0 (Enterprise Edition or Server) and SQL 2000 (local or remote) databases, I get an Authenticity Check when the install goes to install Sun Microsystems Java Runtime.

Solution: This happens on a system that has not had HP Systems Insight Manager installed before. Click Yes to trust this vendor for Java Runtime to complete installation.

IP Address Problems

When systems change IP addresses on the network, the information in the database becomes unreliable. For example, the system name comes from one system, and the description comes from the new system that took that address.

Solution: After systems have been discovered, they can never be "un-discovered." Systems that are no longer reachable, need to be deleted through a list (logged in with full configuration rights). For systems that HP Systems Insight Manager can no longer talk to, change to Critical status. Systems can be deleted by selecting systems in the list and clicking [Delete].

List Problems

I am unable to delete a list because HP Systems Insight Manager reports that the list is in-use. However, no browser is actively using the list.

Solution: If you have viewed the list during the current browser session, then close the browser, and then reopen it before you can delete the list. If another user on the network has viewed the list, and their browser is still open, then the list still cannot be deleted. All users that have viewed the list must close their browsers in order for the list to be deleted.

In multi-user situations, a search or list might be altered without a your knowledge.

Solution: In the same user authority, HP Systems Insight Manager uses the basis that the last person to save a search or list, or delete a search or list, is the one that it uses. In situations where there is severe conflict, HP Systems Insight Manager prompts the user that a category, etc. has been altered and tells the user the appropriate action to take.

While trying to create a duplicate list name in a Public or Private section, an error message is generated.

Solution: Duplicate list names are not allowed in Public or Private sections. You can have the same list in the Public section as you do in a Private section, but not two lists by the same name in one section.

While logged in as a user an administrator, a list is created in the Private section of that user each time a user is deleted.

Solution: This is expected behavior called Inheritance. When a user is deleted, a list is created in the administrator's Private section that contains all of the lists that the deleted user created in the past.

After deleting a system, the Product Name or Web agent criteria are not removed.

Solution: After a product name or Web agent is discovered, then that search criteria remains in the database until the database is reinstalled. This enables you to search on criteria that was present once and might be present again in the future (For example, base tasks off a list with these criteria, and set it to run when new systems or events meet the search criteria).

Machine names that have spaces within their name are truncated at the space character in a list.

Solution: When HP Systems Insight Manager writes a discovered system to the SQL database, SQL truncates the name if a space occurs in the machine name. Rename the system to not include a space.

When trying to sort a list, it sometimes requires multiple clicks in order for the column to sort.

Solution: Quick mouse movements inhibit the applet from reading mouse clicks. Hold the mouse absolutely still while clicking the column to sort.

When sorting a search by IP address, the addresses are not listed in numerical order.

Solution: The IP addresses are listed in numerical order, which implies an order like 122.22.22.15, 122.22.22.152, 122.22.22.155, 122.22.22.17, 122.22.22.171, 122.22.22.18. HP is investigating the possibility of providing a fix in a later release

If the system or event list shows as all white in the browser on Windows, this is caused by a known bug in the Java Plugin. This is sometimes seen when logging out and back in within the same browser or leaving a session logged in overnight. There is a work around for this problem.

Solution: Go to the Control Panel on the client machine this is seen on, double click on the [Java Plugin] or [Java Plugin 1.4.1_*] Control Panel applet. Select the Advanced tab, and in the Java Runtime Parameters field enter the following: -Dsun.java2d.noddraw=true. Click [Apply] and close both the browser and the Control Panel applet. Restart the browser and the problem should not occur again.

Login Problems

I am unable to log in to HP Systems Insight Manager on Windows XP using a blank password.

Solution 1: Use a non-blank password, which provides better security. Have an administrator re-configure the Windows User Accounts to specify a non-blank password.

Solution 2: If you must use a blank password, disable the following Security Policy on the Windows XP machine: Accounts: Limit local account use of blank passwords to console login only.

Disabling this policy allows remote logins over the network using accounts that have no passwords.

On a Windows system, to limit local account use of blank passwords to console login only, complete the following:

  1. Open Local Security Settings MMC Application by selecting ProgramsAdministrative ToolsLocal Security Policy.

  2. Open the Local Security Policies folder, then open the Security Options sub-folder.

  3. Disable the policy.

Unable to login to HP Systems Insight Manager on Windows XP.

Solution: If using a blank password, refer to the preceding problem. Otherwise, change the following Local Security Policy on the Windows XP machine: Network Access: Sharing and security model for local accounts from Guest Only to Classic.

This setting does not affect remote logins using domain accounts. Modifying this policy allows remote logins over the network using any local account configured to do so, not just the Guest account. Ensure all local accounts have appropriate passwords.

To change the setting, perform the following:

  1. Open Local Security Settings MMC Application by selecting ProgramsAdministrative ToolsLocal Security Policy.

  2. Open the Local Security Policies folder, and then open the Security Options sub-folder.

  3. Change the setting from Guest Only to Classic.

If Guest Only is the preferred policy setting, perform the steps above, login to HP Systems Insight Manager, and then add either domain accounts (not local accounts) or the local Guest account, as accounts to HP Systems Insight Manager. Restore the local policy setting back to Classic when done.

Single Login fails on Cluster systems.

Solution: Single Login does not work on a Virtual Cluster system. It works on the physical systems that comprise the Cluster.

By using a proxy server, you might inadvertently or intentionally bypass IP address login restrictions configured for the user.

Solution: A proxy server can be used to bypass specific IP exclusions, if the proxy server IP address is not included in the IP exclusion ranges on the Automatic Discovery - General Settings page. Likewise, the possibility that a valid proxy server is included in the IP exclusion ranges, would prevent a valid user from logging in through that particular proxy server.

Ensure valid proxy servers are within a valid Inclusion ranges and make the Inclusion ranges as small as possible. Using IP inclusion ranges is more effective than using IP exclusion ranges since Inclusion ranges exclude all addresses not specified in the IP inclusion range.

Unable to login to HP Systems Insight Manager or to managed systems browsing from HP Systems Insight Manager using Internet Explorer 6.0.

Reason 1: Internet Explorer has a problem with underscores in system names, which prevents the authentication cookie from working properly.

Solution 1A: For HP Systems Insight Manager, if you are using Internet Explorer 6.0 and your HP Systems Insight Manager server has an underscore in the name, use the IP address of the HP Systems Insight Manager server instead of the name in the Internet Explorer address field.

Solution 1B: For managed systems, if the names of the systems have an underscore, use the IP address of the system. Configure HP Systems Insight Manager to create links to the system using the IP address instead of the name:

  1. Browse and login to HP Systems Insight Manager.

  2. Select OptionsSecuritySystem Link Configuration. The System Link Configuration page is displayed

  3. Select Use the system IP address.

  4. Click [OK].

Note: By using IP addresses instead of names, you might encounter security alerts, if the name in the managed system certificate does not match the name in the link. The default certificate for managed systems uses the system name, not the IP address.

Reason 2: For managed systems, the privacy policy setting in Internet Explorer 6.0 is blocking the authentication cookies from the managed systems.

Solution 2A: Change the browser privacy security policy setting. From the Internet Explorer browser menu, select ToolsInternet Options, then select the Privacy tab. The privacy setting can be modified in one of the following ways:

  • Set the privacy setting to Accept all Cookies by sliding the slider bar to the bottom. This setting allows a browser to accept all cookies for both first-party and third-party sites. When browsing to HP Systems Insight Manager or directly to a managed system, it is considered a first-party site. When navigating to a managed system through HP Systems Insight Manager, the system is considered a third-party site.

or

  • Customize the handling of cookies by clicking Advanced and enabling Override automatic cookie handling. Then select the appropriate radio buttons for first-party and third-party cookies to either Accept or Prompt. If you select Prompt, the browser prompts you on how to handle a cookie each time a cookie is received. You can choose to block or allow the cookie each time, or for all times. Enabling Always allow session cookies does not resolve the problem because the Web Agents do not use session cookies.

or

  • Individually specify the handling of cookies for each system. Click [Edit] in the Websites section and add the address of the system in the specified field. Click [Allow] to always allow cookies to that system. Repeat this for all systems.

Solution 2B: Remove the systems from the Internet Zone. The privacy policy only affects systems in the browser Internet Zone, so by removing systems from that zone, you prevent the privacy policy from affecting those systems. This can be accomplished in one of the following ways:

  • Browsing to systems by IP address instead of by name can cause the browser to consider those systems to be in the Internet Zone. Instead, browse by name. You can configure HP Systems Insight Manager to use system names when creating links to systems by selecting OptionsSecuritySystem Link Configuration and selecting Use the system name.

  • If your browser is configured to use a proxy server, you can configure your browser to bypass the proxy server for specific systems, which removes those systems from the browser Internet Zone. From the browser menu, select ToolsInternet Options, then select the Connections tab. Click LAN Settings, and if you are configured to use a proxy server, click Advanced. In the Exceptions list, you can specify a list of addresses that should bypass the proxy server. These addresses are no longer be in the Internet Zone and are not affected by the privacy settings policy.

Selecting a link that opens up a new browser window requires another login.

Solution: If you are browsing using the Internet Explorer link from within Windows Explorer, you must instead start Internet Explorer as a separate process. Start Internet Explorer by selecting it from the Windows Start menu or using the desktop icon.

I cannot log into the HP Systems Insight Manager server from Windows NT, Windows 2000, or Windows XP.

Solution: The Windows accounts used to access HP Systems Insight Manager must have the access this computer from the network right selected.

In Windows NT 4, open the User Manager by selecting StartProgramsAdministrative Tools. In the Policies menu, select User Rights. In the Rights drop down, select access this computer from network and ensure the HP Systems Insight Manager users are granted full configuration rights.

In Windows 2000 and Windows XP, open the Local Security Policy by selecting StartProgramsAdministrative Tools. Expand the Local Policies tree, and select User Rights Assignment. Ensure the HP Systems Insight Manager users have the access this computer from the network right and that they do not have the Deny access to this computer from the network right selected.

I am receiving the exception org.apache.jasper.JasperException while logging in to HP Systems Insight Manager.

Solution: Delete all the files in the work directory and log in again.

  • On HP-UX and Linux: /opt/hpwebamin/work

  • On Windows: \program files\HP\Systems Insight Manager\hpwebadmin\work

Mozilla Problems

I am unable to download a server certificate in Mozilla.

I am unable to use Mozilla on an HP-UX or Linux system.

Solution: You must register the Java plugin to use Mozilla on an HP-UX or Linux system. At a command prompt, enter the following commands:

cd /usr/local/mozilla/plugins

mv libjavaplugin_oji.so libjavaplugin_oji.so.bak

ln -s /usr/java/j2re1.4.2_02/plugin/i386/ns610/libjavaplugin_oji.so

or

ln -s /usr/java/j2re1.4.2_02/plugin/i386/ns610-gcc32/libjavaplugin_oji.so

Operating System Problems

When the operating system changes on a system and system discovery restarts, HP Systems Insight Manager still discovers an instance of the system running the old operating system with no items in the system links section. HP Systems Insight Manager also discovers the system with the new operating system and with the correct system links.

Solution: After systems have been discovered, they can never be "un-discovered." systems that are no longer needed can be deleted. systems that are no longer active (the management server can no longer talk to the system) change to Critical status.

My Evo Workstation 6000 system does not show the correct operating system when it is running Windows XP.

Solution: The root problem is that the SNMP agent does not correctly recognize this version of Windows. Stop the SNMP service and set it to a manual startup, then re-run Data Collection from HP Systems Insight Manager to get the correct information.

Paging Notification Problems

On an upgraded version of HP Systems Insight Manager, which has a paging user upgrade, I am receiving an error indicating that the user does not exist! but I can see the user on the Users page. Why do I get this message?

Solution: A user with full configuration rights must delete the existing paging user and create a new paging user with the same details as the original paging user.

To resolve:

  1. Select OptionsSecurityUsers and AuthorizationsUsers.

  2. Find the paging user in the Pager Configured column, Yes is displayed if the user is a paging user.

  3. Select the user account to delete.

  4. Click [New].

  5. Create a new paging user account by entering the information obtained in step 3.

  6. Click [OK].

Printing Problems

When printing a container view page that includes a Rack Display, the display does not print correctly.

Solution: In Internet Explorer 5.x, select ToolsInternet Options, then select the Advanced tab. Select Printing and then select Print background colors and images. The system Details page should now print the Rack Display correctly, showing all details of the rack.

When trying to print In Internet Explorer, I am receiving a message stating that my printer is not configured. In Mozilla, the print dialog box is displayed to print to a file.

Solution: The printer must be installed before trying to print in both Internet Explorer and Mozilla.

When printing lists or reports in HP Systems Insight Manager, selecting Landscape as the paper orientation is not changing the printout to landscape.

Solution: From Control PanelPrinters, set the orientation to landscape.

Reporting Problems

The reporting System Software table still shows the software which has been uninstalled from the HP Systems Insight Manager server.

Solution: The reporting System Software table is based on the DC_Output table, the DC_Output table is updated by both Status Polling and Data Collection Tasks. Therefore, if software has been removed/uninstalled from the server, run the Software Status Polling Task. Next, run the Data Collection Task. After the reporting tables have refreshed, run the report again. This should give a correct listing of software installed on the server.

Response Problems

It takes five minutes or more to load when https:// is entered in the URL address.

Solution: The URL address should be entered http://, without the "s". When https:// is entered in the URL, a SSL message is sent to the server causing delay.

Security Problems

You are being asked for your login credentials when accessing a trusted system.

Solution: Verify that you have a valid trust relationship setup between HP Systems Insight Manager and the managed system. Also, verify that you are authorized for an appropriate tool on the desired system. Tools that enable Single Login to managed systems include System Management Homepage as Administrator, System Management Homepage as Operator, System Management Homepage as User, Replicate Agent Settings, and Install Software and Firmware.

Receiving a security alert when accessing a system.

Solution: Be sure that you have the system server certificate imported in to your browser and that you browse to the system using the same name as specified in the certificate. For example, Browsing to localhost is most likely the cause for this security alert.

Receiving the following error message when browsing to different pages within HP Systems Insight Manager:

This window contains both secure and non-secure items

Solution: Several conditions could cause the browser to display this warning message:

  • Improper version of Internet Explorer

There is a known problem in Internet Explorer 5.5 that causes this warning message to be erroneously displayed. Pages within HP Systems Insight Manager that are likely to experience the problem include the Home page and the Task Results page, though this problem is not limited to those pages.

To resolve this problem with the browser, ensure that you have at least version 5.50.4522.1800, by examining the Version string in the browser About box.

Do not rely on the Update Versions string provided in the About box for IE; it does not always correctly indicate the service pack. For example, even if it says SP1 it might not be accurate if the version is 5.50.4134.0600. Instead, ensure you have at least version 5.50.4522.1800.

For more information on the problem with Internet Explorer, refer to Microsoft Knowledge Base article Q269682. For more information on how to determine which browser version you have installed, refer to Microsoft Knowledge Base article Q164539.

  • Navigating to a system that does not support SSL.

If you navigate to a HP Systems Insight Manager System Page for a system that does not support SSL, system links to the system specify the usage of HTTP, a non-secure protocol, rather than HTTPS. This would cause the browser to display both secure items from HP Systems Insight Manager and non-secure items from the system, thus prompting the warning.

There might be newer versions of the HP Insight Management Agents for your system that support SSL. If there are not, or you want to view the system now, click [Yes] to display the non-secure items or you are not be able to view the system. All data between the browser and the managed system continue to be encrypted using SSL, and data between the browser and the system are not be encrypted using SSL. The login applet for older HP Insight Management Agents takes special care to separately encode your login credentials so that you can securely login, but all other data is not encrypted.

Selecting [Yes] to the warning message removes the lock icon from the browser because portions of the window are not secure. Additionally, the browser might not provide this warning the next time you navigate to a non-secure system until the browser is restarted.

Single Login is not supported, or attempted, on systems that do not support SSL.

  • An error page displayed in browser

The browser might be attempting to display an error page, in which case it displays this warning message. For more information, refer to Microsoft Knowledge Base article Q184960.

I am receiving security alert pop-ups on the System Page when I click a system link to the Insight Management Agents that reside on the HP Systems Insight Manager Server that I am logged into.

Solution 1: If the security alert states that the name on the certificate does not match the name of the site, you can change settings in HP Systems Insight Manager so links to systems use the same format as the names in the system certificate.

  1. Select OptionsSecuritySystem Link Configuration. The Systems Link Configuration page is displayed.

  2. Select one of the available options. View the system's certificate to see the name format it is using.

  3. Click [OK].

If your system certificates use a name format that does not resolve correctly on your network, then you must select a link format that does. In this case you continue to see this name mismatch alert, whether or not you have imported the system certificate into the browser trusted list or not. It can be avoided by turning off the check in Internet Explorer. To do this, select ToolsInternet Options, select the Advanced tab. Under Security settings, clear Warn about invalid site certificates. However, this is not recommended and should be considered carefully in accordance with your own security policies and guidelines.

Disabling the Warn about invalid site certificates setting in your browser not only reduces your ability to properly identify the HP Systems Insight Manager server or managed system you are browsing to, but also any external or internal internet sites having nothing to do with Web-based management products.

Solution 2: If the security alert is for another reason, such as an untrusted or invalid certificate, refer to Networking and Security - About Login for more information.

When browsing to Insight Management Agents on the HP Systems Insight Manager Server itself, multiple security alerts are displayed and continue to pop-up while browsing the agent.

Solution: This occurs under the following conditions:

  • Browsing to Insight Management Agents on the same system as the HP Systems Insight Manager Server. For example, if the HP Systems Insight Manager Server is named DAMON, and while browsing to HP Systems Insight Manager, you navigate to the System Page for DAMON and select one of the Web-based management links such as System Management Homepage.

  • Both certificates for the Insight Management Agents and HP Systems Insight Manager are not imported into the browser.

Even though HP Systems Insight Manager and the Insight Management Agents are both running on the same system, they are not the same SSL Web server and do not have the same certificate.

To stop the security alert pop-ups from displaying, import both certificate for HP Systems Insight Manager and the Web-based management agent into the browser. Refer to Server Certificates - Importing a Server Certificate for more information. The information provided there can also be applied to importing the Web-based management agent’s certificate as well.

If the security alert is due to a name mismatch between the name on the certificate and the name on the address, importing the certificates does not resolve the problem. Instead, browse to HP Systems Insight Manager and/or the management agent using the name in the certificate. Or browse to one using the certificate name and the other not using the certificate name. For example, browse to HP Systems Insight Manager using the IP Address and to the management agent using the system name, or vice versa. Using two different names helps separate the two domains in the browser, preventing confusion with different certificates for the same domain. Refer to remaining security problems for more information.

Starting with HP Systems Insight Manager attempts to synchronize its certificate and private key with the local HTTP server for the Insight Management Agents to alleviate this problem. If synchronization has occurred, the system should be restarted to ensure both HP Systems Insight Manager and the HTTP server restart with the synchronized certificate. Refer to Server Certificates - Synchronizing Certificates for more details.

Executing a tool on a managed system results in the error: Authentication failure: The central management server (CMS) and managed system time clocks may not be synchronized, or a communication time limit may have been exceeded.

Solution: The CMS and managed systems must be time-synchronized to prevent authentication failures. The communication time limit is 20 minutes, and exceeding this limit causes authentication failures. Use the command xntpd(1m) to configure the time synchronization.

SNMP Agent Problems

How do I enable or disable the Restart Agents option that is available for the SNMP Agents when using the HP Systems Insight Manager Replicate Agent Settings Task?

Solution: The option must be changed from inside the HP Systems Insight Manager Replicate Agent Settings Task.

  1. Select ConfigureReplicate Agent Settings .

  2. Select a target system and click [Next]. Refer to Using Tasks - Creating a Task for more information on selecting the target system.

    The source system must have a trust relationship with the HP Systems Insight Manager Server. Refer to Networking and Security - About Trust Relationships for more information.

  3. Select the configure link related to system.

  4. On the Insight Management Agent page, select the radio button for Enable or Disable of the option Restart Agents.

  5. Click [Apply] and close the SNMP Configuration page

  6. Return to HP Systems Insight Manager and click [Refresh].

  7. The updated configuration is displayed in the Replicate Agent Settings Task

  8. Complete setting up the Replicate Agent Settings Task by clicking [Next] and define a task name, select a list and defining a schedule for the task. Click [Save] to complete the setup and return to the Tasks Results page.

Users should restart the Agent on the source system after finishing the Replicate Agent Settings Task to cause the changes to take effect.

Software Status Problems

The SW Status column displays Unknown. How do I determine why the status is Unknown?

Solution: There are several reasons why the SW Status displays Unknown. To assist in determining why a status is unknown, position the cursor over the SW Status column that displays Unknown. A tool tip appears and displays a hint indicating what is unknown. Any of the following can display:

  • ↕ not found.

  • Possible Version Control Agent trust issue

  • Software Status Polling task not run on system

If the status cannot be determined, then the tool tip displays Click for Details.

System Problems

Systems displaying on the system list page with Critical status, do not display IP/IPX address and have no system Link.

Solution: HP Systems Insight Manager has assigned this system's address to another node. This can happen when addresses change due to DHCP or other change in system configuration. The following scenarios can cause this to occur:

  • The system is temporarily removed from the network. When it returns, the system returns to a managed state. This can happen when a laptop computer is removed from the network for an extended period of time and its previous address has been reused by DHCP.

  • The system could have changed names; however, this was not discovered by HP Systems Insight Manager. HP Systems Insight Manager continues to look for a system by that name.

  • Imaged systems.

Links on the System Page that participate in HTTP communication do not get updated when an agent is stopped.

Solution: When browsing to a particular system that has a Web agent (http://machinename:2301), the first link/GIF on the window (usually Insight Manager Web Agents) is the "proxy" agent that sends all HTTP commands. If a Web agent is stopped that is not the "proxy" agent, then the appropriate HTTP command is not sent to HP Systems Insight Manager allowing the link to the Web agent to be updated. To verify that you have the correct links for a system, execute Discovery or the Daily Identification Task, which verifies all Web agents running on a particular system.

When drilling down on links on the System Page, time outs occur.

Solution: This often happens when the HP Systems Insight Manager Management server can see multiple subnets. However, the system that the user is browsing from cannot. When drilling down on some links (like Management Agents), HP Systems Insight Manager connects to http://systemIPaddress:2301 with added URL information. This is connecting directly to the agent running on that system. The machine that the user is browsing from must be able to speak to the system in question through TCP/IP (for example, be able to ping the system).

When drilling down on a Critical system, the System Page still displays all links that were present before HP Systems Insight Manager could not talk to the system.

Solution: This is expected behavior. Links remain in case the system in question is in a reboot state or some other state of flux. If the system is actually down, the links time out when connecting to any agent or Web-server.

My SNMP parameters are not saved when I add a system with a host file. I created a file that did not exist on the network. For example:

#$IMXE: Type="Server"

#$IMXE: SNMP_RET=4 SNMP_TIM=10 SNMP_MON=HP SNMP_CON=HP

1.1.1.1 myserver

How can I save the SNMP parameters?

Solution: This problem only exists when a system is not online yet. However, HP recommends the following workaround:

#$IMXE_DEFAULT: Type = Server SNMP_RET=4 SNMP_TIM=10 SNMP_MON=HP SNMP_CON=HP

1.1.1.1 myserver

When the All Systems window sits idle for a few minutes, and I launch a new browser window, the All Systems window turns white and Internet Explorer hangs. I am forced to end the task. How can I avoid hanging up in Internet Explorer?

Solution: For security reasons, you should always logout of HP Systems Insight Manager before closing Internet Explorer. Logging out prior to closing Internet Explorer resolves this issue.

Task Problems

When creating a task, I am unable to use the Backspace key to delete text in any of the text boxes. How can I edit my entry?

Solution: When creating a task, use your mouse to select the text to be corrected, or use the Delete key to delete text from the text box. Enter the updated information.

Tool Problems

I am receiving the HTTP - 404 error when trying to launch a tool.

Solution: This error is received when you try to access any tool that you are not authorized to use.

Windows NT Event Log Problems

If you receive the following error message in the Windows NT Event Log, DCOM was unable to communicate with computer<system> using any of the configured protocols., disable logging the WMI errors. These error messages are not generated by WMIMapper. Rather, they are generated by the Microsoft Windows Management Instrumentation (WMI) service when it is unable to communicate with the target system to get the WMI information. Usually, the target system is a non-Windows system.

Solution: To disable logging the WMI errors to the NT Event Log, perform the following procedure on the system where WMIMapper is installed.

  1. In Windows NT, stop the Pegasus WMI Mapper service. (Control PanelAdministrative ToolsServices)

  2. Right-click My Computer.

  3. Select Manage. The Computer Management page is be displayed.

  4. Expand Services and Applications.

  5. Select WMI Control and right click on it. The WMI Control Properties page is be displayed.

  6. Select the Logging tab.

  7. Select Disabled from the Logging level section, and then click [OK] to close this page.

  8. From the Computer Management window, double-click Services, and then select Windows Management Instrumentation service. Stop and restart the service.

  9. Start the Pegasus WMI Mapper service from the Services page.