Troubleshooting

Click the category name to learn more about problems and known anomalies of these subjects.

Browser Problems

IP Address Problems

Login Problem

Search Problems

Security Problems

Other Problems

Browser Problems

Problem: When I try browse to my Web-managed device, I get a Java error.

Solution: This problem occurs if the browser does not fully support JDK 1.1 Java applets, or if Java support has been disabled. Verify that Java support is enabled in the browser. If not, upgrade to a browser that fully supports JDK 1.1 Java applets. If you are using Netscape Navigator, then update the browser with the JDK 1.1 patch as shown in Chapter 1 of this guide.

Problem: I am unable to access a machine that has HP Insight Management Agents installed with URLs such as:

Solution: Add the address to the No Proxy list in the browser.

Problem: When switching from a Web agent browser page to another application, sometimes I see the colors in the browser page change or flash.

Solution: This issue is not specific to the Web agent page, but may happen when looking at other pages with a browser under the same conditions.

Problem: My browser page doesn’t display all of the contents. What is wrong?

Solution: Frame sizes are optimized for medium fonts. If you switch your browser to use larger or smaller fonts, then you will need to manually adjust the frame layout using the mouse.

A JavaScript error may occur when resizing the browser page in Netscape Navigator.

A JavaScript error may occur when trying to print certain pages in Netscape Navigator.

Problem: Why can I access some Web-enabled devices and not other Web-enabled devices on the network?

Solution: If your browser has a proxy server configured, you may need to enter the addresses of the Web-enabled devices in the list of addresses that should NOT be proxied for your browser.

Problem: Why does the browser prompt to accept cookies when accessing a device?

Solution: Browser cookies are required to keep track of user state and security. Cookies must be enabled in the browser, and prompting for acceptance of cookies should be disabled.

Problem: How can I tell if my browser is supported?

Solution: The supported Browser/ Java combinations are:

IP Address Problems

Problem: Is there an easier way to access the local device with my browser without having to find out its IP address?

Solution: Yes. You may access the local device at https://localhost:2381 or https://127.0.0.1:2381. Note that the word localhost will not work in all languages. In addition, if you have a proxy server configured in your browser, you may need to add 127.0.0.1 to the browser list of addresses that should NOT be proxied.

Problem: When I am browsing to a NetWare 5.0 system, on the System Management Homepage the loopback address, 127.0.0.1 is reported instead of the devices’ valid IP address, and no devices are discovered by this system.  

Solution: This problem is caused by NetWare 5.0 Support Pack 2 when one of the system APIs used by the HP Web-enabled System Management software Service Provider, is not processing correctly. For more information visit:

http://developer.novell.com

Problem: When I use the IP Restricted Logins feature on Microsoft Windows NT 4.0 or Microsoft Windows 2000 Advanced Server, entering my server's IP address does not have the desired effect. How can I make sure that the local machine's IP addresses are recognized by this feature?

Solution: On Microsoft Windows NT 4.0 and Microsoft Windows 2000 Advanced Server you must enter 127.0.0.1 in addition to the actual IP addresses of the server if you intend to Include or Exclude the local machine.

Login Problems

Problem: I entered a valid account and password to change my access level. It was accepted, but the web page still indicates that I have a different account logged in.

Solution: For some browsers, Internet caching occurs when pages that you have previously accessed are stored in the cache of the browser. When you want to access them again, the browser displays them from the cache, instead of regenerating the pages. Management HTTP Server does not support Internet caching, and it must be disabled.

Resolving in Microsoft Internet Explorer

  1. Click Tools.

  2. Click Internet Options. The Internet Options dialog box is displayed.

  3. Select the General tab.

  4. Click Settings. The Settings dialog box is displayed.

  5. In the Check for newer versions of the stored pages section, make sure Every Visit to the page is selected.

  6. Click OK. The Settings dialog box closes.

  7. Click OK. The Internet Options dialog box closes.

Resolving in Netscape:

  1. Click Edit.

  2. Click Preferences.

  3. Click Advanced.

  4. Click Cache.

  5. Under Compare the page in the cache to the page on the network section, select the Every time I view the page.

Make sure you have enabled Cookies in the browser. They are required for security.

Problem: I entered a password, but sometimes I cannot login or change a password. I’ve already made sure that the Caps Lock is off.

Solution: Click REFRESH on your browser, and repeat the procedure again. Make sure your browser has Internet caching turned off.

Problem: How do I add my own username and password to the device?

Solution: There are only three account names that can be used for login access. The accounts are administrator, operator and user. Passwords for these accounts can be changed by providing the administrator password. Anonymous access to some information is available without logging in if Anonymous Access is enabled.

Problem:  When attempting to install components, I receive a message on the Account Login page that reads:

This system is not fully configured and is not accessible because there is not a valid administrator password. An administrator password needs to be configured by either reinstalling the HP Web-enabled System Management software or following the instructions in the Understanding Insight Manager 7 Security white paper located on the Management CD.

Why do I get this message?

Solution:  The system was installed without configuring the passwords for the Administrator, Operator, or User accounts. An administrator password is required to be set in order for HP Web-enabled System Management software to function correctly.

Resolution:

  1. Consult the installation instructions for your HP Web-enabled System Management software to learn how to use the Configuration Tool to pre-configure components prior to silent updates.

  2. Reinstall the software after configuring the component package to contain an account password.

  3. Install the software via a manual procedure so you will be prompted for the password on the managed device.

  4. For specific instructions regarding copying an existing CPQHMMD.ACL file from a configured server, refer to the user guide for the HP Web-enabled System Management Software.

  5. Use Insight Manager 7’s Application Launch feature to update the CPQHMMD.ACL out to servers already installed.

Step 5 should only be administered as a last resort.

To learn more about security see the white paper, Understanding Insight Manager 7 Security located on the Management CD.

Problem:  When browsing locally, and logged in as Anonymous, HP Web-enabled System Management software with Management HTTP Server 3.x installed does not display icons. In addition, I cannot access the HP Web-enabled System Management software Software.  Why is this happening?

Solution:  HP recommends any of the following workarounds:

Search Problems

Problem:  When searching from the Search tab in the online help, occasionally incorrect results display. Why does this happen?

Solution: There is an issue with the third party search engine that is used in the help system. As soon as the third party resolves the issue, HP will incorporate the fixed version in another release. In many cases, you can get the desired result by using a different form of the word. For example, search for the word browse instead of browsing.

Security Problems

Problem: Why can’t I import X.509 certificates directly into Management HTTP Server?

Solution: Management HTTP Server generates Certificate Request in base64 encoded PKCS#10 format. This Certificate request should be supplied to the Certificate authority. Most Certificate authorities will return a Base 64 encoded PKCS#7 Certificate data that you can import directly into Management HTTP Server through the options page.

If the Certificate authority returns the certificate data in x.509 format, then you can rename the X.509 certificate file as cert.pem and place it into c:\compaq\wbem directory. When Management HTTP Server is restarted, this certificate will be used.

Problem: Why is my private key file not protected by the File system?

Solution: If you are using Microsoft Windows operating systems, you must have the system drive in NTFS format in order for the private key file to be protected by the file system.

Problem: Why do I get errors when I paste my Customer Generated Certificate PKCS#7 data into the Insight Manager 7 Certificate Data field in the Options page?

Solution: The Customer Generated Certificate PKCS#7 data does not belong in that field. The PKCS#7 data should be imported into the Customer Generated Certificates Import PKCS#7 Data field. The Insight Manager 7 Certificate Data field is used to configure which Insight Manager 7 servers are trusted by the Management HTTP Server.

Other Problems

Problem: Why do I get a script error if I don't have the Server Agents portion of the HP Management Agents for Servers installed?

Solution: The System Management Homepage uses information from both the Server Agents to determine the required information about the management processor.  If the HP Web Agent is installed and the Server Agents are not then a script error occurs.  To avoid this error install the Server Agents.

Problem: Why do I get an error indicating the page cannot be displayed when I click on the Management Processor link?

Solution: The administrator for the management processor has configured the web server on the management processor to use a port other than port 80.  The System Management Homepage does not currently have access to that parameter and assumes the management processor is on port 80.