A.05.70 HP Insight Remote Support Advanced Operations Guide (October 2011, 5900-1727)

Table of Contents
About This Document.....................................................................................9
1 Document Purpose and Intended Audience..............................................................................................9
2 Publishing History................................................................................................................................9
3 Document Organization........................................................................................................................9
4 Typographic Conventions......................................................................................................................9
5 Related Documents.............................................................................................................................10
6 Support Information............................................................................................................................10
1 Overview................................................................................................11
1.1 Using the Remote Support Settings Tab to Update Your Client and CMS Information.................................11
1.1.1 Updating CMS Location Information............................................................................................11
1.1.2 Updating CMS Administrator Contact Information.........................................................................12
1.1.3 Updating HP Account or Service Provider Contact Information........................................................12
1.1.4 Updating Proxy Server Information..............................................................................................13
1.1.5 Changing e-mail Notifications....................................................................................................13
1.1.6 Enabling Systems for Remote Support..........................................................................................13
1.1.7 HP Privacy Statement................................................................................................................14
1.1.8 Submitting Updates for the Remote Support Client........................................................................14
1.2 Adding Individual Managed Systems.................................................................................................14
1.3 Modifying WBEM Credentials for Existing Managed Systems................................................................18
1.4 Checking Contract and Warranty Support Levels for Added Managed Systems........................................20
1.4.1 How to Run the Contract and Warranty Task against an Individual System.......................................21
2 Remote Support Entitlement........................................................................25
2.1 About the Remote Support System List.................................................................................................25
2.2 Understanding and Using the Remote Support System List.....................................................................26
2.2.1 Enabling Systems for Remote Support.........................................................................................26
2.3 Running a Remote Support Entitlement Check......................................................................................26
2.3.1 Accessing the Entitlement Details Page........................................................................................27
2.4 Searching for a System....................................................................................................................28
3 Understanding and Using Unreachable Device Notification (UDN) Service......29
3.1 Accessing UDN...............................................................................................................................29
3.1.1 About the UDN Homepage........................................................................................................29
3.2 Managing Systems with UDN...........................................................................................................30
3.3 Configuring UDN............................................................................................................................31
3.3.1 Managing Maintenance Windows.............................................................................................32
3.3.2 Managing the E-mail Notification Address List.............................................................................33
3.3.3 Managing UDN Global Default Settings....................................................................................34
3.3.4 Managing Individual Device Settings.........................................................................................34
3.4 Checking the Health of UDN............................................................................................................35
3.5 Submitted Incidents..........................................................................................................................36
4 Enabling a System Health Check Assessment...............................................39
A Insight Remote Support Advanced Troubleshooting Steps...............................43
A.1 Overview.......................................................................................................................................43
A.2 Troubleshooting Potential Web Browser Issues.....................................................................................43
A.2.1 DNS Error..............................................................................................................................43
A.2.2 Cookie Issues.........................................................................................................................44
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