topic Re: Remote Support in HPE OneView

Remote Support

Scott Caryer — Tue, 11 Sep 2018 19:05:21 GMT

I am currently transitioning from our HP-SIM environment to a full scale OneVIew environment. My main concern here is with our incumbent IRS (Integrated Remote Support) system that does a great job of phoning-home to HPe and creating a case on the fly when ever we have a hard drive failure, or array cache batteries going down on any of our flavors of Gen5 to Gen 9 servers.

I have had two different array cache battery failures go down on two different servers at different time that were monitored in my OneView environment that never "phone-home" to HPe. The 3 x OneView appliance we have implemented are configured for Remote Support as well. I actually had to call the case in manually. Do I need to make a modification in my IRS system for OneView to "phone-home" correctly? Is there an additional step that I must implement?

Any feedback is greatly appreciated...

Scott

Re: Remote Support

Tan_Foo_Siang — Fri, 14 Sep 2018 06:42:42 GMT

OneView remote support function only works for Gen 8 servers and newer models. For Gen 7 servers and below, you need to use IRS instead.

You can find out more by referring to the OneView user guides.

Re: Remote Support

vky9007 — Mon, 17 Sep 2018 07:26:01 GMT

Hello Scott,

Could you please provide more details with regards to this issue.

OneView Version :

Affected Server Model :

Please send me a Private Message with Your Contact Details.

One of our engineers will get in touch with you and assist you further.

Regards,

Venkatesh Kumar Yuvaraj
TSC | L2 – Insight Remote Support, OneView Remote Support & RDA

Re: Remote Support

vky9007 — Mon, 17 Sep 2018 09:31:59 GMT

Hello Scott,

I believe we would need to go through the logs and check the phone home settings in your OneView appliance.

Please do log a support case for us to understand what is the issue and provide steps to solve the issue.

Regards,

Venkatesh Kumar Yuvaraj

I am an HPE Employee

Re: Remote Support

Scott Caryer — Fri, 21 Sep 2018 10:27:15 GMT

Understood, however the two servers that reported arracy cache battery failures where Gen9 servers.