topic Re: remote support entitlement failures on IRS 7 in Insight Remote Support

remote support entitlement failures on IRS 7

JonisFEARP — Wed, 17 Dec 2014 20:50:02 GMT

Hi.

I have 3 DL380 Gen8 servers.... one of these are running for more than one year, two are new. The problema is that this old one can't get warranty status from HP. I know that this server is in warranty, I can confirm this using HP site, but IRS can't get this information, only in this server. This is the error returned:

Entitlement verification resulted in the following: * serial number BRC2512H59 and product number 293765-001 no customer data returned

The status is 'disabled' (can't enable), monitoring and owner are fine.

Re: remote support entitlement failures on IRS 7

toddg1 — Wed, 17 Dec 2014 21:08:36 GMT

Jonis,

Have you tried requesting I-RS to attempt the entitlement call again for this server? Sometimes

there are intermittent failures.

To do this, select the checkbox at the far left next to the device, then in the "ACTIONS" pulldown

on the lower right corner, select "Refresh Contract & Warranty".

If this doesn't work - I next would have to suggest that you open a support case with the Insight Remote Support team to get some troubleshooting help so we can figure out what's happening here.

Re: remote support entitlement failures on IRS 7

meliha_mch — Mon, 02 Feb 2015 09:31:48 GMT

after the last relese IRS 7.2, there are some situations when the status of the device in IRS GUI is "registration error" and because of that the entitlement engine cannot be initiated.

This is a problem coming from the HP Backend and it will be good to report it to the IRS support team by logging a case. They usually solve that problem pretty quick.

Re: remote support entitlement failures on IRS 7

Bikash80 — Wed, 29 Apr 2015 11:44:39 GMT

Can I know how can I log a case with the IRS team