topic Re: Remote Support issues in HPE OneView

Remote Support issues

R-G — Thu, 15 Nov 2018 13:36:56 GMT

We upgraded our OneView appliance yesterday from version 3.10.04 to 4.10.03

We're now expiriencing some issues with remote support and our devices not registering with HPE or having remote support enabled..

Along with others, we get the alerts: 'Remote support is unable to connect to HPE' which then clears and comes back again over and over again.

We opened a case with HPE support yesterday afternoon and got a recent reply of the following:

"Currently we are facing an issue with backend connection, We will keep you posted on this case."

Just thought I'd share in case anyone else is expiriencing the same...

Re: Remote Support issues

R-G — Fri, 16 Nov 2018 15:16:26 GMT

Still have the same issues. Not much help from HPE support but got an update recently of:

We have couple of customers with the same issue, It is still not connecting to HPE properly. The processes are slow due to backend issue and the requests are timing out. We will make sure this is resolved as soon as possible.

Re: Remote Support issues

PHILIPPE_5 — Mon, 19 Nov 2018 17:32:57 GMT

Hi,

I got the same issue since Friday.

Is it solve on your side ?

Regards,

Re: Remote Support issues

R-G — Tue, 20 Nov 2018 09:33:50 GMT

Hi,

Unfortuantely no, we were told both yesterday and this morning that 'the connection should now be restored'. But our appliance won't connect and spams device/appliance alerts not being able to call home.

There is evidently an issue, which is fine - we'd just appriciate a little more communication/explaination from support as it's been pretty poor since we opend the ticket Wednesday last week.

Re: Remote Support issues

R-G — Wed, 21 Nov 2018 14:59:21 GMT

Ongoing, another reply from an escalated support engineer:

We had an unplanned activity in our HPE Backend which caused this issue. Labs are investigating on this and so far, found to be slow processing issue. I believe we might get the same error if we try for registration again today. I am chasing Labs on this to see on how fast they can solve it as we have many customers across the globe reporting the same issue. I will get back to you as soon as I have an answer.

Re: Remote Support issues

antsel — Thu, 22 Nov 2018 05:58:15 GMT

I have the same problem, keeping eye on it.

Re: Remote Support issues

HPE_Help — Mon, 26 Nov 2018 18:05:29 GMT

Checking - are end users still having this issue? Monday 11/26/18 11am

Re: Remote Support issues

kannothr — Tue, 27 Nov 2018 06:04:53 GMT

Hello There,

This issue is being investgated and we would suggest you to contact HPE support for solution.

Re: Remote Support issues

R-G — Tue, 27 Nov 2018 09:49:35 GMT

Problem is ongoing. No fix we know of yet, all we hear from support is the folowing:

L3- Labs & Dev team are continuing to investigate on this.

Re: Remote Support issues

HPE_Help — Thu, 29 Nov 2018 20:07:05 GMT

Hello - I'm being told that several updates have been applied and the error rate has reduced significantly. Work is still taking place to fix all errors but you may be able connect and access the system as of today (Thursday).

Would be interested if errors are still occuring.

Thank you,
Karl

Re: Remote Support issues

PHILIPPE_5 — Fri, 30 Nov 2018 08:23:35 GMT

Hi,

Still unable to connect to remote support on our Oneview VM appliance and Synergy Composer. When the problem starts we were on 4.10.01, today we are on 4.10.03.

New blade are not able to retrieve their Warranty/Contract informations, already registered blade keep these informations but if we disable/reenable remote support go to the same state as new blade...

We have not yet open a support case on our side.

Regards,

Re: Remote Support issues

Bylla — Fri, 30 Nov 2018 11:06:14 GMT

Hi,

I'm still seeing problems at some of my customers.

But the number of failed connections has degraded sins start of the week.

But still problem is occuring to often.

I hope you have fixed before the weekend.

It is pretty tiring to have to explain to everybody to ignore alarms that we should be able to trust always work.

Best Regards!

Re: Remote Support issues

PHILIPPE_5 — Mon, 03 Dec 2018 09:18:28 GMT

Hi,

Issue seems to be solved on our side.

Regards,

Re: Remote Support issues

R-G — Fri, 07 Dec 2018 16:16:04 GMT

I believe this has been resolved - we are seeing our appliance finally working as expected. I hope you are all too.

Re: Remote Support issues

JimmyChen — Fri, 01 Feb 2019 09:52:08 GMT

Dear support,

I also encountered this problem in client's side.

May i know how to fix this issue?

Re: Remote Support issues

JTodd1 — Fri, 01 Feb 2019 14:38:31 GMT

Hello - please contact support if you are currently experiencing this issue.