HP Insight Remote Support Solution Support FAQ

Frequently Asked Questions
HP Insight Remote Support: Solution Support FAQ Page 4 of 13
Q: I have a solution which is not listed in the Insight Remote Support 7.x Release Notes.
Is the solution supported by Insight RS? Does Insight RS recognize ‘solutions’?
A: Insight RS supports solutions at the component level, not directly at the solution level.
Insight RS does not recognize solutions, but rather recognizes components. For solutions, Insight RS will
recognize a component, but will not recognize that it is part of a ‘solution’.
Component-level support includes registration, entitlement, event monitoring, and data collection from
devices such as individual servers, switches, and storage.
Insight RS logs support cases at the component level, and the support case gets routed to the
appropriate queue based on the support level entitlement contract or warranty coverage provided at the
component level.
The Insight RS client and Insight Online support portal user interfaces display devices and events at the
component level, not at the aggregate solution level; as such, components currently aren’t associated
with a Solution type or with a single instance of a Solution and are not grouped together purposefully to
make this apparent.
Note: Some HP Converged Systems or solutions have processes established for Insight RS cases that
are logged at the component level to be recognized as part of the specific Converged Systems.
See section What components of my HP Converged Systems will work with Insight RS?
Q: How do I know if the components of my solution may work with Insight RS?
A: For solutions in general or mixed customer-built environments, use the following steps to determine if
the components are supported within the solution.
1. Is the product family and model supported for Hosting Device and monitored devices? See the
Insight Remote Support 7.x Release Notes at http://www.hp.com/go/insightremotesupport/docs
2. Is the operating system type and version supported? See the Insight Remote Support 7.x
Release Notes at http://www.hp.com/go/insightremotesupport/docs.
3. If virtualization is used, does the Hosting Device or monitored device run a supported virtual OS
(host, guest, hypervisor, etc.)? See the Insight Remote Support 7.x Release Notes at
http://www.hp.com/go/insightremotesupport/docs.
4. Is the component configured properly for end point monitoring and collections? See the Monitored
Devices Configuration Guide at http://www.hp.com/go/insightremotesupport/docs.
5. Is the Hosting Device properly configured in the environment? See the Installation and
Configuration Guide at http://www.hp.com/go/insightremotesupport/docs.
6. Does the solution software / configuration or any of the management software/firmware or
security settings conflict with Insight RS Hosting Device connectivity to HP? Ensure that your
Hosting Device fulfills the access, networking, communication and connectivity requirements as
outlined in the Understanding Installation Process and Requirements section of the Insight
Remote Support 7.x Release Notes at http://www.hp.com/go/insightremotesupport/docs.
7. Does the solution software / configuration or any of the management software/firmware or
security settings conflict with Insight RS Hosting Device connectivity to, and management of, the
components being monitored? Check that any applicable solution-specific management software
or port settings does not conflict with Insight RS settings documented in the device configuration
sections of the Insight Remote Support Monitored Devices Configuration Guide at
http://www.hp.com/go/insightremotesupport/docs.
The remainder of this document is focused on specific configurations that have been tested and
where noted supersede the information listed above.