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

Operations Guide
Appendix A: Insight Remote Support Advanced Troubleshooting Steps
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.
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:
l Import a .p7b certificate chain file (see "Importing a Certificate Chain (.p7b file extension)"
below).
l Manually import the HP SIM certificates into WEBES (see "Manually Importing HP SIM
Certificates Into WEBES" below).
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.
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
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