A.05.80 HP Insight Remote Support Advanced Operations Guide (October 2012)

Appendix A
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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