A.05.70 HP Insight Remote Support Advanced Central Management Server Configuration Guide (October 2011, 5900-1725)

Appendix B
Insight Remote Support Advanced
Troubleshooting Steps
Overview
The following sections highlight issues you might or might not encounter during your Insight Remote
Support Advanced configuration.
Troubleshooting Potential Web Browser Issues
The following issues may occur with use of the Remote Support Client depending on how your Web
Browser is configured on the CMS. If you have one of these issues, please follow the associated steps.
Note: These issues only affect the Remote Support Configuration and Services option as part of
the Remote Support Client and do not affect the Remote Support Software Manager (RSSWM)
application.
DNS Error
When attempting to access the Remote Support Configuration and Services page you receive a DNS
error instead of the Remote Support Configuration and Service page.
Should this happen, verify that the the path shown in the error message can be resolved from the CMS or
remote system. If the CMS name (as displayed) cannot be resolved from the CMS or remote system, the
Remote Support Configuration and Services page will not be displayed. One approach to fix this issue is
to add the appropriate subnet name to the DNS configuration for the LAN connection. A DNS lookup using
a shortname or unqualified hostname automatically adds the subnet name to the unqualified hostname so
the lookup will work.
To modify the DNS configuration:
1. Select Start → Control Panel → Network Connections → Local Area Connection.
2. Click Properties.
3. Select TCP/IP and click Properties.
4. Click Advanced.
5. Select the DNS tab.
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