A.05.80 HP Insight Remote Support Advanced Remote Support Software Manager User Guide (October 2012)

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.05.80)Page 24 of 25