SMS Inventory Tool for HP ProLiant and Integrity Update Troubleshooting Assistant

SMS Inventory Tool for HP ProLiant and Integrity Update Troubleshooting Assistant Part Number 415782-002 March 2007 (Second Edition)

Copyright 2006, 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. Confidential computer software. Valid license from HP required for possession, use or copying. Consistent with FAR 12.211 and 12.212, Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government under vendor s standard commercial license. Microsoft, Windows, and Windows Server 2003 are U.S. registered trademarks of Microsoft Corporation. Audience assumptions This document is for the person who installs, administers, and troubleshoots servers and storage systems. HP assumes you are qualified in the servicing of computer equipment and trained in recognizing hazards in products with hazardous energy levels.

Contents Overview... 4 Introduction... 4 Additional reference and troubleshooting resources... 4 HP recommended troubleshooting tools... 5 Troubleshooting... 6 What version of the inventory tool kit is installed?... 6 Previous releases of SMS Integration Solutions... 6 Troubleshooting the SMS Inventory Tool for HP ProLiant and Integrity Update... 7 Verifying all Microsoft components were installed... 7 Downloading and installing the Microsoft SMS hotfixes... 7 Verifying the Microsoft SMS hotfixes installed successfully... 8 Receiving errors regarding existing HP information installed in the SMS database... 8 Removing existing HP data from the SMS database... 8 Receiving errors during the Installation Progress screen... 9 Troubleshooting Installation Progress screen errors... 9 Troubleshooting the sync tool... 11 Verifying the advertisement status of the sync tool... 12 Troubleshooting the scan tool... 13 Verifying the advertisement status of the scan tool... 14 Troubleshooting the Collect utility... 16 Verifying the Collect utility is manually advertised through SMS... 16 Troubleshooting HP reports... 19 Verifying the information in the HP reports... 19 Troubleshooting the HP Status Collector... 19 Verifying the HP Status Collector is enabled... 19 Troubleshooting HP collections... 21 Verifying the operation of HP collections... 21 Troubleshooting installation of HP component updates... 21 Troubleshooting the Distribute Software Update Wizard... 21 Troubleshooting miscellaneous issues... 23 Server or server software issues... 23 Microsoft Windows or SMS issues... 23 System or network configuration issues... 23 Technical support... 24 Before contacting HP Support... 24 Technical support contact information... 24 HP contact information... 25... 25 Acronyms and abbreviations... 26 Contents 3

Overview In this section Introduction... 4 Additional reference and troubleshooting resources... 4 HP recommended troubleshooting tools... 5 Introduction This guide is intended to help users of the SMS Inventory Tool for HP ProLiant and Integrity Update troubleshoot issues during installation and initial operation. The inventory tool must be installed and operated by individuals who are very familiar with Microsoft SMS 2003, HP server administration practices, and basic network operations. HP assumes that this level of expertise is available to customers using the SMS Inventory Tool for HP ProLiant and Integrity Update Troubleshooting Assistant. If the information included in this guide seems overly complex, HP recommends further review of the Microsoft product documentation and the inventory tool product documentation. IMPORTANT: Before proceeding, access the HP website (http://h20000.www2.hp.com/bizsupport/techsupport/home.jsp?locale=en_us&prodtypei d=18964&prodseriesid=1840645&submit.y=7&submit.x=4&cc=us&lang=en) to verify you are using the current version of the SMS Inventory Tool for HP ProLiant and Integrity Update Troubleshooting Assistant. Use the part number and the date on the title page to determine which version you are using. The contents of this guide are updated frequently and newer versions are placed on the HP website. Download and open the updated file to use the current SMS Inventory Tool for HP ProLiant and Integrity Update Troubleshooting Assistant. Select one of the following options to begin troubleshooting the inventory tool: Review additional reference resources ("Additional reference and troubleshooting resources" on page 4) Review HP recommended tools for troubleshooting ("HP recommended troubleshooting tools" on page 5) Begin using the troubleshooting assistant ("What version of the inventory tool kit is installed?" on page 6) Additional reference and troubleshooting resources The following additional references might be helpful when troubleshooting the inventory tool: Microsoft SMS 2003 Technical FAQ website (http://www.microsoft.com/technet/prodtechnol/sms/sms2003/techfaq/default.mspx) Microsoft SMS Software Updates FAQ website (http://www.microsoft.com/technet/prodtechnol/sms/sms2003/techfaq/tfaq09.mspx) Microsoft SMS 2003 Glossary website (http://www.microsoft.com/technet/prodtechnol/sms/sms2003/cpdg/plan2ucs.mspx) Overview 4

Overview of patching on the Microsoft website (http://msevents.microsoft.com/cui/webcasteventdetails.aspx?eventid=1032272763&eventcate gory=5&culture=en-us&countrycode=us) SMS resources and forums for patch management and scan tool related issues on the MyITForum.com website (http://www.myitforum.com) HP recommended troubleshooting tools HP recommends using the following tools when troubleshooting the inventory tool: SMS Trace Used to view log files; included with Microsoft SMS 2003 Toolkit 2 and is available from the Microsoft website (http://www.microsoft.com/smserver/downloads/2003/tools/toolkit.mspx#eqg) Orca Used to view Windows MSI installer files (available from the Microsoft website (http://msdn.microsoft.com/library/default.asp?url=/library/en-us/msi/setup/orca_exe.asp)) Network Monitor 2.1 Included with SMS 2003 Ethereal A free network trace tool that is available from the Ethereal website (http://www.ethereal.com) In addition to these tools, the inventory tool creates the following log files that are useful in troubleshooting: MSI*.log The log file is stored in the %temp% directory. This file also logs information from Microsoft applications that might not be related to the inventory tool installation. hpsync.log The sync tool log file is located on the target machine running the sync tool (usually the site server). hpscan.log The scan tool log file is located on the target machine running the scan. Cpqsetup.log The component installation log file is stored in the C:\Cpqsystem\Log directory on the target machine. Overview 5

Troubleshooting In this section What version of the inventory tool kit is installed?... 6 Verifying all Microsoft components were installed... 7 Receiving errors regarding existing HP information installed in the SMS database... 8 Receiving errors during the Installation Progress screen... 9 Troubleshooting the sync tool... 11 Troubleshooting the scan tool... 13 Troubleshooting the Collect utility... 16 Troubleshooting HP reports... 19 Troubleshooting the HP Status Collector... 19 Troubleshooting HP collections... 21 Troubleshooting installation of HP component updates... 21 Troubleshooting miscellaneous issues... 23 What version of the inventory tool kit is installed? What version of the inventory tool kit is installed? Management Integration Solution for Microsoft Systems Management Server 2003 ("Previous releases of SMS Integration Solutions" on page 6) Management Integration Solution for Microsoft Systems Management Server 2.0 ("Previous releases of SMS Integration Solutions" on page 6) SMS Inventory Tool for HP ProLiant and Integrity Update ("Troubleshooting the SMS Inventory Tool for HP ProLiant and Integrity Update" on page 7) Identifying the version of the inventory tool kit installed (on page 7) Previous releases of SMS Integration Solutions You are using an older version of the SMS Integration Solution. Older versions offer limited functionality and lack the ability to install HP ProLiant and Integrity support packs and components through SMS. Do you want to continue using older versions of the inventory tool? Yes ("Keep the current product" on page 6) No ("Download the current version of the inventory tool" on page 7) Keep the current product These tools are not supported through the SMS Inventory Tool for HP ProLiant and Integrity Update Troubleshooting Assistant. For more information, contact HP support ("Technical support contact information" on page 24). Troubleshooting 6

Download the current version of the inventory tool The most current version of the inventory tool kit can be downloaded at no cost from the HP website (http://www.hp.com/servers/integration). Review the documentation carefully before beginning the installation. Identifying the version of the inventory tool kit installed To identify the version of the inventory tool kit installed: 1. Open the Windows Control Panel. 2. Double-click Add/Remove Programs. 3. Select SMS Inventory Tool for HP ProLiant and Integrity Update from the list. 4. Click Click here for support information to display the version installed. Troubleshooting the SMS Inventory Tool for HP ProLiant and Integrity Update The SMS Inventory Tool for HP ProLiant and Integrity Update is the current product. The inventory tool was released in March 2006 and includes the ability to view the HP online software catalog through SMS. Begin troubleshooting the inventory tool ("Verifying all Microsoft components were installed" on page 7). Verifying all Microsoft components were installed The following Microsoft SMS hotfixes must be installed before installing the inventory tool: KB906554 KB901034 KB886197 KB900401 KB915801 (required for Microsoft SMS 2003 SP2) Did you download and install the Microsoft SMS hotfixes for the inventory tool? Yes ("Verifying the Microsoft SMS hotfixes installed successfully" on page 8) No ("Downloading and installing the Microsoft SMS hotfixes" on page 7) Downloading and installing the Microsoft SMS hotfixes Download and install the latest Microsoft SMS hotfixes from the Microsoft website (http://support.microsoft.com/). These hotfixes were released specifically for the HP inventory tool. Follow the installation instructions from Microsoft to install the hotfixes. See the release notes for more information. Troubleshooting 7

IMPORTANT: Only the last hotfix installed can be removed. Verifying the Microsoft SMS hotfixes installed successfully To verify the Microsoft SMS hotfixes installed successfully: 1. Double-click Add/Remove Programs in the Windows Control Panel. 2. Verify that Show Updates is set to On. NOTE: The Show Updates feature is not available in versions older than Windows Server 2003 SP1. If installed successfully, all four hotfixes will be listed under Currently Installed Programs. Did the hotfixes install successfully? Yes ("Receiving errors regarding existing HP information installed in the SMS database" on page 8) No ("Contacting Microsoft support for assistance with the hotfixes" on page 8) Contacting Microsoft support for assistance with the hotfixes Microsoft support provides all support for the hotfixes. Contact Microsoft support for assistance with installing and troubleshooting the hotfixes. After the hotfixes are successfully installed, install the inventory tool again. Receiving errors regarding existing HP information installed in the SMS database Did you receive errors regarding existing HP information installed in the SMS database? Yes ("Removing existing HP data from the SMS database" on page 8) No ("Receiving errors during the Installation Progress screen" on page 9) Removing existing HP data from the SMS database HP data from previous installations must be removed from the SMS database before the inventory tool can successfully be installed. Refer to "Using the hpsmstool utility" in the SMS Inventory Tool for HP ProLiant and Integrity Update User Guide for instructions on removing the existing HP data from the SMS database. After the data is removed from the database, retry the installation. Troubleshooting 8

Receiving errors during the Installation Progress screen Did you receive errors during the Installation Progress screen? Yes ("Troubleshooting Installation Progress screen errors" on page 9) Troubleshooting Installation Progress screen errors Do you want to operate the inventory tool in online mode? In online mode, you intend the SMS server to have consistent access to the Internet to automatically access the HP component catalog. Yes ("Verifying the site server was set up correctly for online mode" on page 9) No ("Verifying the site server was set up correctly for offline mode" on page 10) Unsure ("Understanding and designing a connection strategy for the site server" on page 11) Verifying the site server was set up correctly for online mode Review the section "SMS site server with an FTP connection" in the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide to verify the site server was set up and configured correctly. Could an error in these steps be responsible for the problem? Yes ("Correcting setup errors on the site server (online mode)" on page 9) No ("Verifying the catalog file downloaded successfully" on page 9) Correcting setup errors on the site server (online mode) Carefully following the information provided in the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide, correct any setup errors on the site server, and retry the installation. Verifying the catalog file downloaded successfully During the installation process, the installer connects to the Internet to download the HP catalog (if "Automatically download components from the Web" was selected in the setup wizard). Was the catalog.cab file downloaded to the C:\Program Files\SMS Inventory Tool for HP Update\PkgSource directory? Yes ("Troubleshooting the sync tool" on page 11) No ("Verifying Internet connectivity on the SMS site server" on page 9) Verifying Internet connectivity on the SMS site server Can you access the Internet, such as the HP website (http://www.hp.com), from the SMS site server? Yes ("Verifying connectivity to the HP FTP site" on page 10) No ("The SMS site server does not have functioning Internet connectivity" on page 10) Troubleshooting 9

The SMS site server does not have functioning Internet connectivity The site server must have Internet access to operate in online mode and automatically download the HP catalog. This server does not have functioning Internet access. You must resolve the Internet connectivity issue, or choose to install the site server in offline mode. Determine the best choice for your site, resolve any problems, and retry the installation. Verifying connectivity to the HP FTP site Can you access the HP FTP site (ftp://ftp.hp.com/pub/softlib/software2/col3293/) and view the content? Yes ("Resolving Internet connectivity issues" on page 10) No ("Resolving proxy issues" on page 10) Resolving Internet connectivity issues If you can view the online catalog contents now, but the catalog did not download during installation, it is possible that Internet connectivity was interrupted during the installation or the FTP site was unusually busy. Retry the installation. If the installation is unsuccessful, there might be a problem with Internet or FTP access from the SMS site server. Review the hpsync.log file for information that might resolve the issue. If the log file is showing errors during the catalog.cab download process, there might be an issue with your Internet settings. You must resolve the connectivity issue or set up the site server to operate in offline mode. If you are confident that there are no FTP or Internet connectivity issues, contact HP support ("Technical support contact information" on page 24). Resolving proxy issues Setting up an account that can use an Internet proxy for FTP access is essential when a proxy firewall is in place. PatchDownloader.exe must be used as directed in the "SMS site server with an FTP connection" section of the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide to accomplish this successfully. Verify that the account was set up correctly. After resolving any FTP or Internet connectivity issues with the site server, retry the installation. Verifying the site server was set up correctly for offline mode If you do not intend to operate in online mode, you must configure the site server to operate in offline mode. Review the section "SMS site server without an FTP connection" in the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide to verify the site server was set up and configured correctly for offline mode. Could an error in these steps be responsible for the problem? Troubleshooting 10

Yes ("Correcting setup errors on the site server" on page 11) No ("Locating the Catalog.cab file" on page 11) Correcting setup errors on the site server Carefully following the information provided in the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide, correct any setup errors on the site server, and retry the installation. Locating the Catalog.cab file During the installation, the setup wizard attempts to locate the catalog.cab file from the network share setup to support offline mode. Be sure the catalog.cab file stored in the network share does not have the Read-only attribute enabled. Did the installer report that the catalog.cab file was missing? Yes ("Verifying the network share folder configuration" on page 11) Verifying the network share folder configuration Review the section "SMS site server without an FTP connection" in the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide. Did you complete each of the following steps: 1. Configure the network share folder. 2. Manually download the HP catalog to the share. 3. Confirm that the SMS site server can access the network share folder. Yes ("Technical support contact information" on page 24) No ("Configuring a network share folder for the catalog" on page 11) Configuring a network share folder for the catalog Configure a network share folder, and manually download the HP catalog to the folder. The network share folder must be accessible by the SMS site server. See the "SMS site server without an FTP connection" section in the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide for instructions. Carefully follow the instructions and retry the installation. Understanding and designing a connection strategy for the site server It is important to understand and design a connection strategy for the site server before successful installation. HP recommends that you thoroughly review the documentation included with this product and with SMS. It might also be helpful to consult your network administrator to determine which connection strategy is best for your site. Troubleshooting the sync tool Does the sync tool function properly? Yes ("Troubleshooting the scan tool" on page 13) Troubleshooting 11

No ("Verifying the advertisement status of the sync tool" on page 12) Verifying the advertisement status of the sync tool Verify the advertisement status of the sync tool. Is the status reported as "Failed?" Yes ("Verifying the sync tool is running on the SMS site server" on page 12) No ("The sync tool is functioning properly" on page 13) Verifying the sync tool is running on the SMS site server Is the sync tool running on the SMS site server (instead of a remote host)? Yes ("Reviewing the contents of the log files" on page 12) No ("Verifying privileges and permissions for a remote host" on page 12) Reviewing the contents of the log files The sync tool creates a log file as it runs. Locate the hpsync.log file on the SMS site server. The PatchDownloader.log file is also located in the same directory. The error messages in these log files can provide useful information about the failure. Do the log file contents enable you to resolve the problem? Yes ("Thank you for using HP servers" on page 25) Verifying privileges and permissions for a remote host Running the sync tool on a remote host requires specific privileges and permissions, as documented in the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide. Have you verified that all privileges and permissions are set correctly? Yes ("Verifying the use of a proxy firewall to restrict access to external FTP sites" on page 12) No ("Verifying Internet proxy for FTP access" on page 12) Verifying Internet proxy for FTP access Review the instructions in the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide. Use PatchDownloader.exe to verify that the account is configured correctly, and try using the sync tool again. Verifying the use of a proxy firewall to restrict access to external FTP sites Does your environment use a proxy firewall to restrict access to external FTP sites? Yes ("Verifying that the account was set up correctly" on page 13) No ("Reviewing the contents of the log files" on page 12) Troubleshooting 12

Verifying that the account was set up correctly Setting up an account that uses an Internet proxy for FTP access is essential when a proxy firewall is in place. Use PatchDownloader.exe as directed in the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide to set up the account. Have you verified that the account was set up correctly? Yes ("Reviewing the contents of the log files" on page 13) No ("Using PatchDownloader.exe to verify Internet proxy for FTP access" on page 13) Reviewing the contents of the log files The sync tool creates a log file as it runs. Locate the hpsync.log file on the SMS site server. The PatchDownloader.log file is also located in the same directory. The error messages in these log files can provide useful information about the failure. Do the log file contents enable you to resolve the problem? Yes ("Thank you for using HP servers" on page 25) Using PatchDownloader.exe to verify Internet proxy for FTP access Review the instructions in the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide. Use PatchDownloader.exe to verify that the account is configured correctly, and try using the sync tool again. Reviewing the sync tool installation procedures The instructions for setting up the sync tool to run on a remote host can be found in the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide. Verify the sync tool is set up correctly and retry using the sync tool. Does this enable you to solve the problem? Yes ("Thank you for using HP servers" on page 25) The sync tool is functioning properly The tool is functioning properly if the advertisement status is not reported as "Failed." HP recommends double-checking the status of the sync tool, and reviewing the operational procedures found in the SMS Inventory Tool for HP ProLiant and Integrity Update User Guide. For additional assistance with the inventory tool, contact HP support ("Technical support contact information" on page 24). Troubleshooting the scan tool Does the scan tool function properly? Troubleshooting 13

Yes ("Troubleshooting the Collect utility" on page 16) No ("Verifying the advertisement status of the scan tool" on page 14) Verifying the advertisement status of the scan tool Check the advertisement status of the scan tool. Is the status reported as "Failed?" Yes ("Verifying the scan tool is advertised" on page 14) No ("The scan tool is functioning properly" on page 14) Verifying the scan tool is advertised The scan tool must be advertised to at least one supported HP server, and HP Insight Management agents must be running on each server. Have you verified that your managed servers are supported, and that the Insight Management agents are running on each server? Yes ("Reviewing the scan tool log file" on page 14) No ("Verifying the server configuration is supported" on page 14) Verifying the server configuration is supported The inventory tool does not support all HP and Compaq servers. To confirm that the server is supported, see the list of supported servers included in the SMS Inventory Tool for HP ProLiant and Integrity Update User Guide. The Insight Management Agent must be installed and running on the managed server. This is available at no cost from the HP website (http://welcome.hp.com/country/us/en/support.html). Install, start the agent, and try again, or ask your system administrator to install the agent. If you need assistance with Insight Management Agents, contact HP Support ("Technical support" on page 24). Reviewing the scan tool log file The scan tool creates a log file as it runs. Locate hpscan.log on the SMS site server. The error messages in these log files can provide useful information about the failure. Do the log file contents enable you to resolve the problem? Yes ("Thank you for using HP servers" on page 25) The scan tool is functioning properly The tool is functioning properly if the advertisement status is not reported as "Failed." It is possible that data has not been provided to the scan tool yet. Can you determine if the scan completed? Yes ("Verifying the scan tool results are incorrect" on page 14) No ("Running a hardware inventory cycle and advertising the "HP Updates (expedited)" program" on page 15) Verifying the scan tool results are incorrect Are the scan tool results incorrect? Troubleshooting 14

Yes ("Technical support contact information" on page 24) No ("Receiving scan tool results in a timely manner" on page 15) Contacting HP or Microsoft support for further assistance The inventory tool is functioning properly. Contact HP support ("Technical support contact information" on page 24) for assistance with the inventory tool or contact Microsoft support for further assistance with SMS 2003. Receiving scan tool results in a timely manner Did receiving the scan tool results take longer than expected? Yes ("Scan tool results are dependant on the last hardware inventory cycle" on page 15) Contacting HP or Microsoft support for further assistance The inventory tool is functioning properly. Contact HP support ("Technical support contact information" on page 24) for assistance with the inventory tool or contact Microsoft support for further assistance with SMS 2003. Scan tool results are dependant on the last hardware inventory cycle This might be a normal result of SMS operations. Results do not correctly update until a hardware inventory cycle completes. See the SMS Inventory Tool for HP ProLiant and Integrity Update User Guide for instructions on how to determine if the hardware inventory cycle completed. It might be helpful to review your SMS 2003 documentation or consult further with Microsoft support. Running a hardware inventory cycle and advertising the "HP Updates (expedited)" program Did you run a hardware inventory cycle and are you advertising the "HP Updates (expedited)" program? Yes ("The scan takes approximately 30 minutes to complete" on page 15) No ("The scan tool results will be available after the hardware inventory cycle completes" on page 16) The scan takes approximately 30 minutes to complete The scan takes approximately 30 minutes to complete. After 30 minutes, the log file created on the managed server might contain useful information. Locate hpscan.log on the managed server. Does the log file contain any error messages? Yes ("Do the log file contents enable you to resolve the problem?" on page 16) No ("The inventory tool is functioning properly" on page 15) The inventory tool is functioning properly The inventory tool is functioning properly. The issue appears to be an SMS configuration or operational issue. Contact Microsoft support for additional assistance. Troubleshooting 15

Do the log file contents enable you to resolve the problem? Do the log file contents enable you to resolve the problem? Yes ("Thank you for using HP servers" on page 25) No ("Contacting HP or Microsoft support for further assistance" on page 15) The scan tool results will be available after the hardware inventory cycle completes Review the SMS Inventory Tool for HP ProLiant and Integrity Update User Guide, and verify that a hardware inventory cycle has completed. After the hardware inventory cycle runs, the scan tool results will display. Troubleshooting the Collect utility Does the Collect utility run successfully? Yes ("Troubleshooting HP reports" on page 19) No ("Verifying the Collect utility is manually advertised through SMS" on page 16) Verifying the Collect utility is manually advertised through SMS Is the Collect utility manually advertised through SMS? Yes ("Verifying the advertisement status for the Collect utility" on page 16) No ("Manually advertising the Collect utility" on page 18) Verifying the advertisement status for the Collect utility Does SMS report that the advertisement status for the Collect utility is "Failed?" Yes ("Verifying managed servers are supported" on page 16) No ("Verifying a hardware inventory cycle has completed after the Collect utility runs" on page 17) Verifying managed servers are supported The Collect utility is not supported on all HP ProLiant servers and is not supported on any other HP servers. Also, HP Insight Management agents must be running on each server scanned by the Collect utility. Have you confirmed that your managed servers are supported, and that the HP Insight Management agent is running on each server? Yes ("Running the Collect utility manually" on page 17) No ("Verifying the current server configuration supports the Collect utility" on page 17) Troubleshooting 16

Verifying the current server configuration supports the Collect utility The Collect utility does not support all HP ProLiant servers. To confirm that the server is supported, see the list of supported servers included in the SMS Inventory Tool for HP ProLiant and Integrity Update User Guide. The Insight Management Agent must be installed and running on the managed server. This is available at no cost from the HP website (http://welcome.hp.com/country/us/en/support.html). Install, start the agent, and try again, or ask your system administrator to install the agent. If you need assistance with Insight Management Agents, contact HP Support ("Technical support" on page 24). Running the Collect utility manually The procedure to manually run the Collect utility is documented in the SMS Inventory Tool for HP ProLiant and Integrity Update User Guide. The output generated from the Collect utility will provide information that might be useful in resolving the current issue. Run the Collect utility manually and correct any problems reported. Does this enable you to solve the problem? Yes ("Thank you for using HP servers" on page 25) Verifying a hardware inventory cycle has completed after the Collect utility runs A hardware inventory cycle with.mif collection enabled must run successfully after the Collect utility completes to collect current information. Has the hardware inventory cycle completed? Yes ("Verifying information from the Collect utility displays in Resource Explorer" on page 17) No ("Running the hardware inventory cycle" on page 17) Running the hardware inventory cycle Directions for running a hardware inventory cycle are included in the SMS Inventory Tool for HP ProLiant and Integrity Update User Guide. After completing the hardware inventory cycle successfully, try again. Verifying information from the Collect utility displays in Resource Explorer Does information from the Collect utility display in Resource Explorer? Yes ("Verifying Resource Explorer displays complete information from the Collect utility" on page 17) No ("Locating CompaqXX.MIF on the client system" on page 18) Verifying Resource Explorer displays complete information from the Collect utility Does Resource Explorer display complete information from the Collect utility? Yes ("The Collect utility does not fully support all current server hardware" on page 18) Troubleshooting 17

NOTE: The Collect utility is a legacy utility and does not fully support all current server hardware. If the Resource Explorer displays some, but not all, server hardware information, the missing information is not supported. The Collect utility is supported through PSP version 7.4. The Resource Explorer's view of certain hardware information retrieved by the Collect utility may contain incorrect values or missing information with PSPs released after version 7.4 installed on the HP servers. The Collect utility does not fully support all current server hardware The Collect utility is a legacy utility and does not fully support all current server hardware. If Resource Explorer displays some, but not all, server hardware information, the missing information is not supported. The Collect utility is a legacy utility and does not fully support all current server hardware. If the Resource Explorer displays some, but no all server hardware information, the missing information is not supported. The Collect utility is supported through PSP 7.4. The Resource Explorer's view of certain hardware information retrieved be the Collect utility may contain incorrect values or missing information with newer PSPs after 7.4 installed on the HP servers. Locating CompaqXX.MIF on the client system Is CompaqXX.MIF running on the client system? Yes ("The Collect utility is functioning properly" on page 18) No ("Manually running the Collect utility" on page 18) The Collect utility is functioning properly The Collect utility is functioning properly, but SMS is not picking up the new.mif files. Contact Microsoft support for additional assistance. Manually running the Collect utility The collect utility, version 7.2.5.0, supports only Insight Management Agents through version 7.4. The procedure to manually run the Collect utility is documented in the SMS Inventory Tool for HP ProLiant and Integrity Update User Guide. The output generated from the Collect utility will provide information that might be useful in resolving the current issue. Run the Collect utility manually and correct any problems reported. Does this enable you to solve the problem? Yes ("Thank you for using HP servers" on page 25) Manually advertising the Collect utility The Collect utility must be enabled to function properly. Follow the directions in the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide, and retry using the Collect utility. Troubleshooting 18

Troubleshooting HP reports Do the HP reports run successfully? Yes ("Troubleshooting the HP Status Collector" on page 19) No ("Verifying the information in the HP reports" on page 19) Verifying the information in the HP reports Do any of the HP reports contain incorrect information? Yes ("Technical support contact information" on page 24) No ("Comparing the report contents to Resource Explorer" on page 19) Comparing the report contents to Resource Explorer For the server showing incorrect information, open Extended Software Updates in Resource Explorer. Does the information shown in Resource Explorer display the same as the information shown in the HP report? Yes ("HP reports are functioning properly" on page 19) HP reports are functioning properly The HP reports are functioning properly. HP recommends that you verify the status of the server is incorrect in Resource Explorer and contact Microsoft support. Troubleshooting the HP Status Collector Is the HP Status Collector functioning properly? Yes ("Troubleshooting HP collections" on page 21) No ("Verifying the HP Status Collector is enabled" on page 19) Verifying the HP Status Collector is enabled To enable this tool, the following steps must be completed: 1. The Status Collector must be copied to the PkgSource directory. 2. The SMS_DEF.MOF file must be extended. 3. The ScanConfig.XML file must be updated. 4. HP Updates must be updated to the Distribution point. Have these steps been completed successfully? Yes ("Verifying the HP Status Collector results match Resource Explorer" on page 20) No ("Enabling the HP Status Collector" on page 20) Troubleshooting 19

Enabling the HP Status Collector See the SMS Inventory Tool for HP ProLiant and Integrity Update Setup and Installation Guide for instructions to enable and operate the HP Status Collector. After the HP Status Collector has been successfully enabled, retry the HP Status Collector. Verifying the HP Status Collector results match Resource Explorer Do the results in the HP Status Collector match the information shown in Resource Explorer? Yes ("Technical support contact information" on page 24) No ("Verifying the HP Status Collector is advertised" on page 20) Verifying the HP Status Collector is advertised The status of component distribution will only change after the tool is advertised and a hardware inventory cycle is successfully completed. Did you complete a hardware inventory cycle? Yes ("Verifying the log CPQSetup.log file exists on the client system" on page 20) No ("Running the hardware inventory cycle" on page 20) Verifying the log CPQSetup.log file exists on the client system Verify the log CPQSetup.log file exists in the C:\cpqsystem directory on the client system. Is the file present? Yes ("Verifying the SMS_DEF.MOF file was updated" on page 20) Verifying the SMS_DEF.MOF file was updated Was the SMS_DEF.MOF file updated? Yes ("Technical support contact information" on page 24) No ("The HP Status Collector is functioning normally" on page 20) The HP Status Collector is functioning normally The HP Status Collector is functioning normally, but the SMS configuration is not being updated. Contact Microsoft support for additional assistance. Running the hardware inventory cycle Directions for running a hardware inventory cycle are included in the SMS Inventory Tool for HP ProLiant and Integrity Update User Guide. After completing the hardware inventory cycle successfully, try again. Troubleshooting 20

Troubleshooting HP collections Can you create and use HP collections in SMS? Yes ("Troubleshooting installation of HP component updates" on page 21) No ("Verifying the operation of HP collections" on page 21) Verifying the operation of HP collections Do the HP collections skip servers? Yes ("Verifying managed servers are supported and running an SMS client" on page 21) Verifying managed servers are supported and running an SMS client HP collections only identify supported managed servers with the SMS client previously installed. Are the servers that are being skipped supported and running an SMS client? Yes ("Results are dependant on the last hardware inventory cycle" on page 21) No ("Installing the SMS client on supported HP servers" on page 21) Results are dependant on the last hardware inventory cycle This might be a normal result of SMS operations. Results do not correctly update until a hardware inventory cycle completes. See the SMS Inventory Tool for HP ProLiant and Integrity Update User Guide for instructions on how to determine if the hardware inventory cycle completed. It might be helpful to review your SMS 2003 documentation or consult further with Microsoft support. Installing the SMS client on supported HP servers Install the SMS client on supported HP servers, and confirm that the servers display in the collections. Troubleshooting installation of HP component updates Can you successfully install HP component updates? Yes ("Troubleshooting miscellaneous issues" on page 23) No ("Troubleshooting the Distribute Software Update Wizard" on page 21) Troubleshooting the Distribute Software Update Wizard Do operational problems exist with the DSUW? Yes ("Downloading HP components" on page 22) Troubleshooting 21

No ("Installing HP components" on page 22) Downloading HP components Can you download HP components? Yes ("DSUW is provided and supported by Microsoft " on page 22) DSUW is provided and supported by Microsoft DSUW is provided and supported by Microsoft. Contact Microsoft support for additional assistance. Installing HP components Can you install HP components? Yes No ("Locating the log file CPQSetup.log" on page 22) Are you having issues with the SMS Advertisement Status with the HP update installation status? Are you having issues with the SMS Advertisement Status with the HP update installation status? Yes ("Install the latest SMS hotfix from Microsoft " on page 22) Install the latest SMS hotfix from Microsoft Install the latest SMS hotfix from Microsoft. Additionally, you can use the hpsmsinstallerstatus tool to display detailed HP component installation status on the SMS Administrator Console. See the hpsmsinstallerstatus documentation for information on enabling this tool. Locating the log file CPQSetup.log Is the log file CPQSetup.log present on the system? Yes ("Reviewing the CPQSetup.log file contents" on page 22) No ("SMS has not pushed the component to the server" on page 23) Reviewing the CPQSetup.log file contents Locate and view the log file CPQSetup.log. The messages in the log file can provide useful information about failures or configuration errors. If some HP components have been installed successfully, but others failed to install, follow the "No" link below and report the failed components to HP. Does this enable you to solve the problem? Yes ("Thank you for using HP servers" on page 25) 1BTroubleshooting 22

SMS has not pushed the component to the server SMS has not pushed the component to the server. Enabling the HP Status Collector might provide a more accurate status of the component installation. Reporting Advertisement Status is a feature of Microsoft SMS 2003. Contact Microsoft support for additional assistance. Troubleshooting miscellaneous issues The supported features of the inventory tool are functioning properly. The problem you are experiencing might be with an HP server component or within SMS. Review the following topics for further troubleshooting information: Server or server software issues (on page 23) Microsoft Windows or SMS 2003 issues ("Microsoft Windows or SMS issues" on page 23) System or network configuration issues (on page 23) Server or server software issues There might be an issue with the server or the server software, such as HP support packs or firmware. For server and server software issues, contact HP support ("Technical support" on page 24). HP support cannot offer assistance with the inventory tool, but can assist in identifying and resolving issues with HP ProLiant and Integrity servers. Microsoft Windows or SMS issues If you have not previously used SMS, or have recently installed SMS on a new site server or in a new network environment, contact Microsoft support. System or network configuration issues System or network configuration issues might be interfering with the operation of SMS or the inventory tool. For assistance, contact HP services, Microsoft services, or your local HP or Microsoft solution provider. Troubleshooting 23

Technical support In this section Before contacting HP Support... 24 Technical support contact information... 24 HP contact information... 25 Thank you for using HP servers... 25 Before contacting HP Support Before contacting HP for support, review the following steps and collect the necessary system information to help expedite a resolution: 1. Review the troubleshooting information found in this guide. IMPORTANT: Before proceeding, access the HP website (http://h20000.www2.hp.com/bizsupport/techsupport/home.jsp?locale=en_us&prodtypei d=18964&prodseriesid=1840653&submit.y=0&submit.x=4&lang=en&cc=us) to verify you are using the current version of the SMS Inventory Tool for HP ProLiant and Integrity Update Troubleshooting Assistant. Use the part number and the date on the title page to determine which version you are using. The contents of this guide are updated frequently and newer versions are placed on the HP website. Download and open the updated file to use the current SMS Inventory Tool for HP ProLiant and Integrity Update Troubleshooting Assistant. 2. See the HP website (http://www.hp.com/servers/integration) for product updates. 3. If you are unable to resolve the problem with the information contained in this guide, have the following information about your SMS environment available: o Microsoft Windows operating system version and patch levels o SMS Inventory Tool for HP ProLiant and Integrity Update version installed ("Identifying the version of the inventory tool kit installed" on page 7) o HP server type and models o Screen prints of any error messages received o Detailed description of the problem Technical support contact information For technical support for the inventory tool, e-mail HP support (mailto:smsintegrationpack.support@hp.com). See "Before contacting HP support (on page 24)" for a list of information to include in the e-mail. For technical support for Microsoft SMS, contact Microsoft support. For technical support for HP products, excluding the inventory tool, see "HP contact information (on page 25)." Technical support 24

Click the browser Back button to return to the referring topic. HP contact information For the name of the nearest HP authorized reseller: In the United States, see the HP US service locator webpage (http://www.hp.com/service_locator). In other locations, see the Contact HP worldwide (in English) webpage (http://welcome.hp.com/country/us/en/wwcontact.html). For HP technical support: In the United States, for contact options see the Contact HP United States webpage (http://welcome.hp.com/country/us/en/contact_us.html). To contact HP by phone: o Call 1-800-HP-INVENT (1-800-474-6836). This service is available 24 hours a day, 7 days a week. For continuous quality improvement, calls may be recorded or monitored. o If you have purchased a Care Pack (service upgrade), call 1-800-633-3600. For more information about Care Packs, refer to the HP website (http://www.hp.com). In other locations, see the Contact HP worldwide (in English) webpage (http://welcome.hp.com/country/us/en/wwcontact.html). Thank you for using HP servers Click the browser Back button to return to the referring topic. Technical support 25

Acronyms and abbreviations DSUW Distribute Software Updates Wizard FTP file transfer protocol MSI Message Signaled Interrupt PSP ProLiant Support Pack SMS System Management Server SP1 Service Pack 1 Acronyms and abbreviations 26