A.05.70 HP Insight Remote Support Advanced Operations Guide (October 2011, 5900-1727)

http://www.mozilla.org/quality/networking/docs/aboutno_proxy_for.html.
A.2.2 Cookie Issues
If, when attempting to access the Remote Support Configuration and Service page you receive errors
citing cookies issues:
• For information about updating cookies settings for Internet Explorer see:
http://support.microsoft.com/kb/196955.
For information about updating cookies settings with Mozilla see:
http://www.mozilla.org/projects/security/pki/psm/help_21/using_priv_help.html.
• You may also choose to include the CMS in the list of Trusted Sites in the browser so that all local
communications on the CMS are trusted.
For information about trusted communication settings for Internet Explorer see:
http://www.microsoft.com/windows/ie/ie6/using/howto/security/settings.mspx.
For information about trusted communication settings with Mozilla see:
http://kb.mozillazine.org/Internet_Explorer.
A.3 DESTA Service Will Not Start
Windows may sometimes hold on to a TCP port which prevents the Desta_Service from starting. To check
if this has occurred, look in the
<InstallDir>/svctools/specific/desta/logs/DestaService.log file and check for the
following error message:
Error: basesocket.ServerSetup bind failed (10048)
DestaCom::runListener ServerSetup failed
DestaJVM.StartJava (process) failed to start listener
If this error is present, the only way to resolve the issue is to reboot the system.
A.4 Importing Certificates into WEBES
When the HP SIM certificate originally installed with HP SIM has been replaced with a CA-signed certificate,
communication between WEBES and HP SIM will no longer work. There will be certificate errors in
WEBES.n.log log files. You can resolve these errors in one of two ways:
• Import a .p7b certificate chain file (see Section A.4.1).
• Manually import the HP SIM certificates into WEBES (see Section A.4.2).
A.4.1 Importing a Certificate Chain (.p7b file extension)
If the HP SIM certificate was replaced with a CA-signed certificate and you know the name of the certificate
chain file, perform the following procedure:
1. Stop DESTA_Service by entering the command: net stop desta_service
2. From a command prompt enter the command:
desta cert –trustfile <certificate-name.p7b> -alias hpsim-<hostname>
You should see a list of trusted certificates being added as a response.
3. Start DESTA_Service by entering the command: net start desta_service
4. Enter the command desta cert -list to view a list of the certificates WEBES has stored to verify
that the certificate was added.
A.4.2 Manually Importing HP SIM Certificates Into WEBES
1. Use the desta cert –list command to compare the WEBES certificates to the HP SIM Server and
Trusted certificates to see if there are missing certificates in DESTA. If yes, proceed with the following
steps.
2. Stop DESTA_Service by entering the command: net stop desta_service
3. Create a folder to save the exported certificates in.
44 Insight Remote Support Advanced Troubleshooting Steps