HP Insight Remote Support Advanced Software Version: A.05.
Operations Guide Legal Notices Warranty The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. The information contained herein is subject to change without notice. Restricted Rights Legend Confidential computer software.
Contents Operations Guide 1 Contents 3 About This Document 6 Document Purpose and Intended Audience 6 Publishing History 6 Document Organization 6 Related Documents 6 Support Information 7 Overview 8 Using the Remote Support Settings Tab to Update Your Client and CMS Information 8 Updating CMS Location Information 9 Updating CMS Administrator Contact Information 9 Updating HP Account or Service Provider Contact Information 10 Updating Proxy Server Information 10 Changing e-mail N
Operations Guide Contents Accessing the Entitlement Details Page 26 Searching for a System 27 Understanding and Using Unreachable Device Notification (UDN) Service 28 Accessing UDN 28 About the UDN Homepage 29 Managing Systems with UDN 29 Configuring UDN 31 Managing Maintenance Windows 32 Managing the E-mail Notification Address List 33 Managing UDN Global Default Settings 34 Managing Individual Device Settings 35 Checking the Health of UDN 36 Submitted Incidents 37 Enabling a Syste
Operations Guide Contents Uninstalling ELMC from Tru64 UNIX Managed Systems 49 Uninstalling ELMC from Windows Itanium Managed Systems 49 Glossary 50 Index 53 Page 5 of 53 HP Insight Remote Support Advanced (A.05.
About This Document 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. Publishing History Manufacturing Part Number Edition Number Publication Date 5900-0532 Edition 1, A.05.40 January 2010 5900-0531 Edition 2, A.05.
Operations Guide About This Document The Insight Remote Support Advanced Managed Systems Configuration Guide provides information to validate that the managed systems are properly configured before installing and configuring Insight Remote Support Advanced on the CMS.
Chapter 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.
Operations Guide Chapter 1: Overview receive notifications about managed system and CMS event status changes if email notifications were configured as explained in this chapter. Updating CMS Location Information Important: Only change this information if you have physically relocated your CMS. The Company name, address, and time zone information is used by the HP Support Center to identify where your CMS is physically located. Change this information only if you have physically relocated the CMS.
Operations Guide Chapter 1: Overview You may enter up to three additional account contacts in the Additional Information fields. Information might include additional or off-hours contacts, pager numbers, or other relevant information about your business contacts that you want to communicate to HP.
Operations Guide Chapter 1: Overview Changing e-mail Notifications Your primary CMS Administrator can receive email notifications for various event states if the boxes are checked in the Settings tab. The event states are detailed below: l Incident has been received at HP: Remote Support has transmitted an event from your enterprise to the HP Support Center. The event has been received but not necessarily qualified or processed by support.
Operations Guide Chapter 1: Overview Discovery. HP recommends maintaining the default (if necessary, Insight Remote Support Advanced services can subsequently be disabled for individual systems by means of the Entitlement tab). The alternative is disabling the default so that Insight Remote Support Advanced does NOT automatically enable all newly discovered eligible systems. This alternative requires that you manually enable any new managed systems for Remote Support services.
Operations Guide Chapter 1: Overview 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. From the Tools and Links tab, select the Edit System Properties link. 6. Scroll down to the Contract and Warranty Information section of the page.
Operations Guide Chapter 1: Overview 7. Under the Contract and Warranty Information section of the page, add or update the HP SIM Entitlement Information as necessary. n 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.
Operations Guide Chapter 1: Overview n System Country code – This is required for the location where the support contract for this system or enterprise was originated. Verify that the correct Country Code is selected.
Operations Guide Chapter 1: Overview 9. Provide the Customer Contact information. A primary customer contact is required, but you can add a secondary (backup or off-hours) customer contact if you choose. Additionally, you can add a primary service contact for each managed system if appropriate. A Customer Contact is one employed by the Customer's IT center to administer this managed system. A Service Contact can be either a third party support provider or an HP Account team member.
Operations Guide Chapter 1: Overview 1. In the HP SIM User Interface, select Options → Protocol Setting → Global Protocol Settings. 2. Verify that the Enable WBEM box is checked, and then click the Global Credentials link to go to that screen. 3.
Operations Guide Chapter 1: Overview 6. Click Run Now. 7. In the System Credentials screen, click Edit system credentials. The screen will expand. 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.
Operations Guide Chapter 1: Overview Checking Contract and Warranty Support Levels for Added Managed Systems This section is a series of validation steps to verify that your managed systems, configured for Remote Support, are currently communicating the correct Entitlement information to the HP Support Center.
Operations Guide Chapter 1: Overview 3. Click Run Now. 4. 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.
Operations Guide Chapter 1: Overview 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. 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. 3.
Operations Guide Chapter 1: Overview 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. Click Apply. The Verify Target Systems page will display. 7. Choose to either Schedule the task or Run it now, depending on your business need. Page 22 of 53 HP Insight Remote Support Advanced (A.05.
Chapter 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.
Operations Guide Chapter 2: Remote Support Entitlement of your systems. l The System Name column identifies a particular system in your enterprise. l The Serial # column displays a system's serial number (if available). l The Product # column displays a system's product identifier (if available). l The Country Code (CC) column displays the country code associated with a particular system. l The Ent Type column displays the entitlement type associated with a particular system.
Operations Guide Chapter 2: Remote Support Entitlement Note: Enabling monitoring may require 3-5 seconds per system. Running a Remote Support Entitlement Check The HP Remote Support Entitlement Check (RSEC) provides the status (yes/no) of entitlement for a Remote Support eligible system. Eligible system types are listed in the Insight Remote Support Advanced Release Notes available at http://www.hp.com/go/insightremoteadvanced-docs and are covered by a Hardware Warranty or a Hardware Contract.
Operations Guide Chapter 2: Remote Support Entitlement 5. Once the RSEC has completed, click Refresh to update the ENT column entries to reflect the results of the RSEC for the selected system(s). You can also click the symbol in the ENT column to view details of the entitlement check for that system in a separate browser window.
Operations Guide Chapter 2: Remote Support Entitlement 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. The page refreshes so that only systems (if any) that include the submitted search string in their system name are listed. To reload the full list, click Show All.
Chapter 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.
Operations Guide Chapter 3: Understanding and Using Unreachable Device Notification (UDN) Service About the UDN Homepage The UDN Homepage displays a status box that displays how many devices are configured for UDN monitoring and whether those devices are enabled or disabled, reachable or unreachable, or in an unknown state. This quick assessment is helpful to know the status of your enterprise. The UDN Homepage allows you to access additional UDN configuration pages.
Operations Guide Chapter 3: Understanding and Using Unreachable Device Notification (UDN) Service managed systems. Additionally, you can add or delete manually added managed systems from the UDN monitoring service and modify the auto-enable device feature. To manage systems with UDN: 1. Click Manage Devices from the Unreachable Device Notification window. The Manage Monitored Devices window displays. 2.
Operations Guide Chapter 3: Understanding and Using Unreachable Device Notification (UDN) Service l Click Delete next to the manually added system that you want to remove from UDN monitoring.
Operations Guide Chapter 3: Understanding and Using Unreachable Device Notification (UDN) Service 2. The Unreachable Device Configuration Window will display. 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.
Operations Guide Chapter 3: Understanding and Using Unreachable Device Notification (UDN) Service 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. Managing the E-mail Notification Address List You can manage addresses for e-mail notification through the device unreachable configuration window. To edit or add an e-mail address: 1.
Operations Guide Chapter 3: Understanding and Using Unreachable Device Notification (UDN) Service 2. Click Edit next to an e-mail address to update it, or click Delete to remove it. 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. Managing UDN Global Default Settings You can manage the UDN global default settings for your managed systems through the Unreachable Device Configuration window.
Operations Guide Chapter 3: Understanding and Using Unreachable Device Notification (UDN) Service HP Account Teams have activated event submission in alignment with a higher level customer contract. Managing Individual Device Settings You can manage individual monitored device settings through the Device Settings section of the Unreachable Device configuration window. This lets you customize the Unreachable Device service if one of your systems requires special configuration settings. 1.
Operations Guide Chapter 3: Understanding and Using Unreachable Device Notification (UDN) Service Checking the Health of UDN The Health Info window of the Unreachable Device Notification service allows you to run test emails 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 default Health Info window shows . . .
Operations Guide Chapter 3: Understanding and Using Unreachable Device Notification (UDN) Service 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. Submitted Incidents Premium contract customers whose UDN configuration has been enabled to submit incidents can view a list of incidents submitted to HP.
Chapter 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.
Operations Guide Chapter 4: Enabling a System Health Check Assessment 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.
Operations Guide Chapter 4: Enabling a System Health Check Assessment 6. Return to HP SIM, and browse to Options → Status Polling → HP Service Server Performance Collection. 7. 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.
Appendix A Insight Remote Support Advanced Troubleshooting Steps Overview The following sections highlight issues you might or might not encounter during your Insight Remote Support Advanced configuration. 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.
Operations Guide Appendix A: Insight Remote Support Advanced Troubleshooting Steps 6. Add your DNS suffix. You may also try to resolve the issue by updating the proxy server settings to bypass the proxy for the CMS or remote systems. For information about updating proxy server settings with Internet Explorer see: http://support.microsoft.com/kb/135982. For information about updating proxy server settings with Mozilla see: http://www.mozilla.org/quality/networking/docs/aboutno_proxy_for.html.
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 /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.
Operations Guide Appendix A: Insight Remote Support Advanced Troubleshooting Steps 3. Create a folder to save the exported certificates in. 4. 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.
Operations Guide Appendix A: Insight Remote Support Advanced Troubleshooting Steps If the Server Certificate is Not the Default and There Are No Trusted Certificates The situation may occur where the server certificate was modified but there are no certificates in the HP SIM trusted certificates. Server Certificate is a Self-Signed Certificate In one case the Server Certificate is self-signed. The certificate is issued by itself and is not contained in the output of desta cert –list.
Appendix 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.
Operations Guide Appendix B: Removing Insight Remote Support Advanced If your Insight Remote Support Advanced install was Disconnected (i.e. without RSSWM), a message appears asking if you are sure you want to uninstall Insight Remote Support. Click OK. Figure B.2. Uninstall Message - Disconnected 3. Follow the prompts to proceed with the uninstall. 4. When the uninstall is complete, click Finish, and then reboot your computer. Figure B.3.
Operations Guide Appendix B: Removing Insight Remote Support Advanced Uninstalling Insight Remote Support Advanced Components from Managed Systems This section describes how to remove Insight Remote Support Advanced components from your managed systems, depending on the operating system involved.
Operations Guide Appendix B: Removing Insight Remote Support Advanced This means that ELMC is not limited to being installed only on nodes served by one given system disk. A PCSI database, however, is limited to one system disk. This scenario can generate discrepancies in the PRODUCT SHOW PRODUCT WEBES command. The command always shows ELMC as installed when run from a node served by the same system disk as the node from which WEBES was originally installed (the installing node).
Glossary Central Management Server 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.
Operations Guide Glossary For many products, post-warranty HP Care Pack Services are also available when an original warranty expires. HP Systems Insight Manager HP Systems Insight Manager (HP SIM) is a unified server and storage management platform. From a single management console, administrators can manage their complete HP server and storage environment with a secure management tool set.
Operations Guide Glossary enterprises, a SAN connects multiple servers to a centralized pool of disk storage. Compared to managing hundreds of servers, each with their own disks, SANs improve system administration. Simple Network Management Protocol One of the management protocols supported by HP Systems Insight Manager. Traditional management protocol used extensively by networking systems and most servers. MIB-2 is the standard information available consistently across all vendors.
Index C contract and warranty U 19 D uninstalling Insight Remote Support Advanced 46 Unreachable Device Notification Discovery individual systems 12 E entitlement enabling systems for Remote Support 24 entitlement check 25 entitlement details 26 Remote Support System List 23 S Settings CMS Administrator Contact Information 9 CMS Location Information Email Notifications 9 accessing 28 configuring 31 device settings 35 email notifications 33 global settings 34 health 36 incidents
