HP Insight Remote Support Advanced A.05.70 Operations Guide HP Part Number: 5900-1727 Published: October, 2011 - Edition 4.
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Table of Contents About This Document.....................................................................................9 1 2 3 4 5 6 Document Purpose and Intended Audience..............................................................................................9 Publishing History................................................................................................................................9 Document Organization........................................................................
A.3 DESTA Service Will Not Start...........................................................................................................44 A.4 Importing Certificates into WEBES.....................................................................................................44 A.4.1 Importing a Certificate Chain (.p7b file extension).......................................................................44 A.4.2 Manually Importing HP SIM Certificates Into WEBES...........................................
List of Figures B-1 B-2 B-3 Uninstall Message - Connected.........................................................................................................47 Uninstall Message - Disconnected......................................................................................................47 Uninstall Complete..........................................................................................................................
List of Examples 1-1 Contract and Warranty Data Collection when Step 1 displays as: Verify Target Systems.................................22 1-2 Contract and Warranty Data Collection when Step 1 displays as: Select Target Systems.................................
About This Document 1 Document Purpose and Intended Audience This document provides the necessary information to use and update configuration settings in the Insight Remote Support Advanced software after installation.This document is intended for HP Customers and HP Support Personnel using the Insight Remote Support Advanced solution. 2 Publishing History Manufacturing Part Number Edition Number Publication Date 5900-0532 Edition 1, A.05.40 January 2010 5900-0531 Edition 2, A.05.
5 Related Documents All HP Insight Remote Support documentation is available on the Web and bundled with the software. • HP Insight Remote Support Advanced Central Management Server Configuration Guide The HP Insight Remote Support Advanced Central Management Server Configuration Guide provides information about installing, configuring and using HP Insight Remote Support Advanced.
1 Overview IMPORTANT: This document assumes that you HAVE READ AND COMPLETED ALL PREREQUISITE WORK detailed in the Insight Remote Support Advanced Managed Systems Configuration Guide. If you have NOT read and completed the prework, STOP NOW, obtain the guide found here: http://www.hp.com/go/ insightremoteadvanced-docs, and DO NOT proceed with the Insight Remote Support Advanced configuration until you have thoroughly read, understood, and implemented the requirements. 1.
1.1.2 Updating CMS Administrator Contact Information Update the primary company contact if the contact has changed or if you have added new staff. This may or may not be the same individual responsible for managed system support in your organization. Provide that individual's contact information, including e-mail address, telephone number, language preference, and hours of availability. The Hours of Availability field is a free text field.
1.1.4 Updating Proxy Server Information If your proxy information has changed, configure new Web Proxy settings by means of the Settings tab under the HP Remote Support Configuration and Service option. The proxy authentication fields should only be populated if you are using an authenticated Proxies configuration.
entitlement status. Unless you uncheck the Enable Remote Support Systems upon Discovery check box, all further eligible discovered systems are then added to the Remote Support System List. Eligible Systems are identified in the A.05.70 Insight Remote Support Advanced Release Notes available at http://www.hp.com/go/insightremoteadvanced-docs. Eligible systems are not necessarily entitled to be monitored.
3. Select the Entitlement tab to display the Remote Support System List and choose a system (by clicking on the system name in the System Name column) to configure for HP Remote Support services. 4. When the system page loads, select the Tools & Links tab. 5. 6. From the Tools and Links tab, select the Edit System Properties link. Scroll down to the Contract and Warranty Information section of the page.
7. 16 Overview Under the Contract and Warranty Information section of the page, add or update the HP SIM Entitlement Information as necessary. • Customer-Entered serial number – If the serial number Discovered by HP SIM (near the top of the System Information screen) is correct, then no change is necessary. If it is blank or incorrect, provide the correct serial number for this system in the Customer-Entered serial number field on the Contract and Warranty section of the screen.
NOTE: If the SAID is not entered, the Backend Analysis Framework (BAF) will not forward System Health Check Assessment (SHCA) reports to the Electronic Site Management Guide (eSMG), nor will Revision and Configuration Management (RCM) forward configuration collections to eSMG. • System Handle • Entitlement ID – The value of the contract ID itself.
NOTE: If you are adding multiple managed systems, please consult the HP Insight Remote Support Advanced Central Management Server Configuration Guide. 1.3 Modifying WBEM Credentials for Existing Managed Systems When monitoring managed system using WBEM credentials, if and when you change the username/password, you MUST modify those credentials in HP SIM on the CMS to continue monitoring your managed system.
4. Select Options → Security → Credentials → System Credentials. NOTE: The remaining steps are only necessary if you have a particular managed system with its own distinct WBEM credentials that cannot use the global credentials you have previously set. 5. In the Systems Credentials screen, search for a system or select from the drop-down list, select your system, and click Apply. 6. 7. Click Run Now. In the System Credentials screen, click Edit system credentials. The screen will expand. 1.
8. In the Edit System Credentials section of the screen, click the Show advanced protocol credentials link and then select the WBEM/WMI tab. You can now set specific WBEM/WMI credentials for this managed system or you can use the global default you set in the previous steps. Just verify that the If these system credentials fail, try other credentials that may apply... check box is selected and click OK. 1.
2. In the All Scheduled Tasks window, select the Monthly Contract and Warranty Collection. 3. 4. Click Run Now. To review the results of the task, select the All Systems option in the left navigation panel. 5. In the All Systems list, the CW column will indicate the Contract and Warranty status for all systems. Click on the symbol to see details for a particular system.
Depending on what system information HP SIM has cached, you will see one of the following two displays. Example 1-1 Contract and Warranty Data Collection when Step 1 displays as: Verify Target Systems Example 1-2 Contract and Warranty Data Collection when Step 1 displays as: Select Target Systems 2. 3. 4. 22 Overview If Example 1-1 is displayed, click Add Targets and proceed to the next step. If Example 1-2 is displayed, skip to the next step.
5. Choose the system you wish to run the Contract and Warranty Task against by selecting the box on the left side of each system entry. 6. 7. Click Apply. The Verify Target Systems page will display. Choose to either Schedule the task or Run it now, depending on your business need. 1.
2 Remote Support Entitlement The Remote Support Entitlement services allow you to enable or disable remote support for any and all Remote Support eligible systems in your enterprise. The Entitlement tab also displays the status of and provides access to the Remote Support Entitlement Check (RSEC) for individual eligible systems. If a system is supportable but does not meet a support obligation, events submitted to HP by HP Remote Support may be closed without action.
2.2 Understanding and Using the Remote Support System List The Remote Support Entitlement tab allows you to assign or remove systems to Remote Support and perform entitlement checks for single, multiple, or all systems in your enterprise.
4. From the Action List drop-down list Entitle Checked and click Run Action. NOTE: You can also check entitlement for ALL systems on the Remote Support System list by means of the Entitle All option from the Action List drop-down list. Each check takes 3 - 5 seconds per system, so if running Entitlement Checks on multiple systems, periodically refresh the Web browser to update the display. While the check is running you will receive status messages at the top of the window. 5.
page also allows you to run an entitlement check for the system you are currently viewing by means of a run remote support entitlement check now link at the bottom of the page. 2.4 Searching for a System Large enterprises may have many entries on the Remote Support System list. You can search for individual systems by entering a system name (full or partial) in the Search by System Name field and pressing the Enter key to execute the search.
3 Understanding and Using Unreachable Device Notification (UDN) Service Unreachable Device Notification (UDN) performs reachability monitoring of HP customers devices and for properly entitled Mission Critical customers. UDN submits incidents and provides notifications of unreachable managed systems to HP Support Center and appropriate personnel at the customer site. NOTE: The UDN product can be used locally on your CMS to monitor systems in your Enterprise.
NOTE: This option is only available to entitled customers whose HP Account Team has enabled submission to HP. • Determine the health of the UDN Service. The status bar at the top of the Unreachable Device Notification window indicates the status of the Unreachable Device monitoring service. When disabled, no managed systems are monitored by UDN. To enable or disable UDN monitoring, click either Enable or Disable as appropriate. 3.
your own internal support teams, you simply need to configure e-mail notification in the UDN Global Settings. 3. 4. Select one or more contacts to be associated with this device. The contacts are provided from contacts configured in the managed systems page of the HP SIM interface. Contacts can be added to new devices that you add, but should already be associated with -enabled devices due to their association with HP SIM as managed systems.
2. The Unreachable Device Configuration Window will display. 3.3.1 Managing Maintenance Windows You can view, edit, and create maintenance windows through the Unreachable Device Configuration window. These maintenance windows can be applied globally to all managed systems or to individual systems so that no incidents or e-mails will be generated by those devices during the maintenance window. To create, edit, or delete Maintenance Windows: 1.
NOTE: The Edit Maintenance Window feature is similar to the Add Maintenance Window feature, but the commit button reads Save Maintenance Window. 3. Click Add Maintenance Window to access the Add Maintenance Window option. The Add Maintenance Window displays. 4. Set your preferred configuration information and click Add Maintenance Window again. 3.3.2 Managing the E-mail Notification Address List You can manage addresses for e-mail notification through the device unreachable configuration window.
3. Click Add Email to access the Add Email Address window. The Add Email Address window displays. 4. Enter the updated e-mail information and click Add Email again. 3.3.3 Managing UDN Global Default Settings You can manage the UDN global default settings for your managed systems through the Unreachable Device Configuration window. To edit all of the global default settings: 1. Click Edit List in the Global Default Settings section of the Unreachable Device Configuration window. 2.
2. 3. Click Edit next to the device you want to edit. Modify the appropriate settings, and click Save to return to the Device Unreachable Configuration window. 3.4 Checking the Health of UDN The Health Info window of the Unreachable Device Notification service allows you to run test e-mails and/or test incidents to verify that the service is functioning appropriately. Those with active mission critical contracts will see a different option in the Health Info window that allows incident test submission.
The mission critical entitled Health Info window shows . . . NOTE: Even when UDN monitoring is disabled, that is, when the UDN home page displays the message The Unreachable Device monitoring service is currently disabled, the test notifications in the Health Info window are still operational. 3.5 Submitted Incidents Premium contract customers whose UDN configuration has been enabled to submit incidents can view a list of incidents submitted to HP. From the UDN Home page, click on Submitted Incidents.
an incident with the HP Support Center, use the incident GUID. To obtain details on the incident, click on the Incident GUID. The Description is a summary of the incident. 3.
4 Enabling a System Health Check Assessment System Health Check Assessment (SHCA) reports are an end deliverable of the SHCA proactive service. The SHCA provides a thorough, broad assessment of the customer’s computing environment by identifying security, performance and configuration issues before they can impact critical operations.
4. Enter the Specialist Email address in the field, and click Save. 5. To change the duration or the time interval of the configuration collection, click the Set dynamic interval link. Enter new values and click Save. Or keep the default values for Dynamic Duration (8 hours) and Dynamic Interval (2 minutes). A set of PAC performance rules will be exercised once every interval, for the duration of the PAC analysis.
6. 7. Return to HP SIM, and browse to Options → Status Polling → HP Service Server Performance Collection. Click Schedule. 8. Select the Once option, and in the Refine schedule area, enter the time you want to run SHC. Set this value after discussing the best time to run SHC with the customer. Click Done when finished. 9.
A Insight Remote Support Advanced Troubleshooting Steps A.1 Overview The following sections highlight issues you might or might not encounter during your Insight Remote Support Advanced configuration. A.2 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.
http://www.mozilla.org/quality/networking/docs/aboutno_proxy_for.html. A.2.2 Cookie Issues If, when attempting to access the Remote Support Configuration and Service page you receive errors citing cookies issues: • For information about updating cookies settings for Internet Explorer see: http://support.microsoft.com/kb/196955. For information about updating cookies settings with Mozilla see: http://www.mozilla.org/projects/security/pki/psm/help_21/using_priv_help.html.
4. 5. 6. Export the Server Certificate from HP SIM: a. In HP SIM browse to Options → Security → HP Systems Insight Manager Server Certificate and click Export. b. Click Save on the File Download –Security Warning window that is displayed. c. Save the certificate to the folder created earlier as .cer. d. Record the Common Name field under Issued By. This is the name of the certificate that you need to look for in the Trusted Certificates.
3. 4. 5. 6. 46 Find the certificate named in the HP SIM Server certificate Issued By field, in this case ABC Certificate Authority. Export the certificate using Base-64 format. Import this certificate into WEBES as you would a HP SIM Trusted Certificate: desta cert –trustfile Import the HP SIM server certificate.
B Removing Insight Remote Support Advanced Instructions for removing HP Insight Remote Support Advanced and its associated components from the CMS and managed systems are provided in this appendix. It is not important whether you choose to uninstall Insight Remote Support Advanced components from the CMS or from the managed systems first. B.
Figure B-3 Uninstall Complete B.2 Removing Remote Support for Systems No Longer Managed by HP SIM If you have removed one or more systems from the HP SIM All Systems list, but it still shows up in the Remote Support System List on the Entitlement tab in the Remote Support Configuration and Services area in HP SIM (available through the Options menu), this is because HP SIM runs a daily task that would remove the system(s) from the Remote Support System List, but it likely has not run yet.
NOTE: Shared Non-System Disk Installations An OpenVMS cluster can contain nodes that are served by a single common system disk, or nodes that are served by multiple system disks. Any given node is served by only one system disk, but a system disk can serve one or more nodes. Each system disk contains its own PCSI database (product registry). ELMC can be installed on a system disk or shared non-system disk.
Glossary Central Management Server (CMS) A system in the management domain that executes the HP Systems Insight Manager software. All central operations within HP Systems Insight Manager are initiated from this system. collections The term within HP SIM for grouping system or event searches. While HP SIM uses the term collection in reference to a group of managed systems, Insight Remote Support Advanced uses the term configuration collection in reference to data collected from a managed system.
of systems include servers, workstations, desktops, portables, routers, switches, hubs, and gateways. Remote Support Eligible Systems Systems that are eligible for Remote Support, and when enabled will submit events to the HP Support Center for incident resolution. Systems must also be entitled to Remote Support, otherwise submitted events will be closed. You can verify that an eligible system is actually supported by using the Remote Support Entitlement Check.
Index A Adding managed systems, 14 C Checking Contract Support Levels, 20 Checking Warranty Support Levels, 20 CMS Administrator Contact Information, 12 CMS Location Information, 11 configuration collection, 51 Configuring UDN, 31 Device Settings, 34 E-mail Notification Address List, 33 Maintenance Windows, 32 UDN Global Default Settings, 34 Contract Support Levels Checking, 20 D data collection (see configuration collection) Device Settings, 34 E Removing Remote Support for Systems No Longer Managed by
