Remote support is unable to connect to HPE

[Scott Caryer]

I see this is an old post. However, my new OneView appliance (4.00.07.0330056) is sporadically having the same alerts: "Remote Support is unable to connect to HPe". Proxy admin sees nothing wrong with the proxies (Cisco's WSA devices) as well. Many, many email alerts generated in a 24 hour span, and then stops. 2 days later, just a few such alerts.

Should I simply open a case?

Thanks in advance...

[Kerry Quillen]

Did you ever get a resolution to this?  I'm getting the "unable to establish connection to HPE" error no matter what option I select under remote support.  I'm running OV version 4.00.07.  it used to work but not sure when it broke.

[JTodd1]

If these are the messages in the Activity log and they are quickly cleared, I wouldn't be too concerned. We are working on addressing these messages (the ones quickly cleared) in a future release. 

Please also make sure to upgrade your customer to a new version of OV to maintain Remote Support connectivity post Nov 1: https://support.hpe.com/hpsc/doc/public/display?docId=emr_na-a00048136en_us

[JTodd1]

Your message sounds different in that you cannot establish a connection to HPE. If this is still an issue, I would suggest starting with your proxy or firewall to make sure the appliance is allowed to talk to https://api.support.hpe.com. If you still have issues, please file a support ticket.

Please also make sure to upgrade your customer to a new version of OV to maintain Remote Support connectivity post Nov 1: https://support.hpe.com/hpsc/doc/public/display?docId=emr_na-a00048136en_us

[Tall76]

Today I got the same error but I checked logs and found that HPE RS tried to connect to https://services.isee.hp.com/ClientRegistration/ClientRegistrationService.asmx. I tried to connect to it from normal workstation and from smartphone and got the same error ERR_CONNECTION_TIMED_OUT.

[Tall76]

I identified the root cause :) I must install 'Update Data center UTLs'  but I can't install until I update the proxy settings and update the proxy settings I can' because old URL (https://services.isee.hp.com/ClientRegistration/ClientRegistrationService.asmx) now is unreachable :) Now new question - how to update the proxy settings without settings validation?