A.05.70 HP Insight Remote Support Advanced Remote Support Software Manager User Guide (October 2011, 5900-1728)

Chapter 5
Troubleshooting RSSWM
Table 5.1. Known Issues/Workarounds for RSSWM
Issue Workaround
When running setup.exe from a remote
drive, the user receives a cryptic error
message.
Copy setup.exe to local system before running it.
When running setup.exe from local drive,
the user receives a cryptic error message.
The issue is .NET 1.1 is not installed. .NET 2.0 is a
required prerequisite for the entire Insight Remote
Support Advanced solution. Install .NET 2.0 and re-run
setup.exe.
Links to RSSWM GUI are not present on
desktop or Start menu.
The RSSWM initialization was unable to update all
packages. Re-run the RSSWM configuration from the
Start menu link to retry installing all packages. In order to
open the RSSWM GUI without the shortcut, browse to
<installationDirectory>\RSSWM\GUI and run
swmui.hta.
The RSSWM agent was installed in a path
containing non-Japanese multi-byte
characters (i.e. a path containing Korean or
Chinese characters). The configuration
process is unable to connect to the
datacenter.
There is a defect preventing RSSWM from working
properly in a non-Japanese, multi-byte path. Remove
RSSWM using the Start menu shortcut, and re-install in
a path containing only English, French, German, Italian,
Spanish, or Japanese characters.
RSSWM was installed on a machine
running Windows Vista. During the
RSSWM initialization, either the
connectivity test fails or the initialization
completes and shows no products on the
products page of the RSSWM GUI.
Insight Remote Support Advanced is not supported on
Windows Vista. Please remove RSSWM from the CMS
Insight Remote Support Advanced is needed, please
install RSSWM on a Windows 2003 or Windows 2008
machine.
HP Insight Remote Support Advanced (A.05.70)Page 25 of 26