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Remote support is unable to connect to HPE

Remote support is unable to connect to HPE

Hi Everyone

Is anyone receiving this alert from OneView recently?

I don't see any issues with my proxy as it could still connect to the test websites without any issues.

Current OneView version is 3.00.05-0271823

Thanks.

13 REPLIES
Hanky
Occasional Visitor

Re: Remote support is unable to connect to HPE

Hi,

we got the same issue. I talked to our proxy admin an he decided to add the hpe.com website an special exclusion list (whithout broken ssl ) and .  .it works :-) 

Good luck

Re: Remote support is unable to connect to HPE

The problem seems to have gone away after a few days.

Probably my proxy seems to be working fine now.

ChrisLynchHPE
Neighborhood Moderator

Re: Remote support is unable to connect to HPE

We have been experiencing higher than expected amount of traffic with all of the customers upgrading to HPE OneView 3.0 and enabling Remote Support.  We have performed backend maintenance and expanded our available resources to hopefully address this issue.  If you continue to experience this error, please open a support case.

InforMatt
Occasional Collector

Re: Remote support is unable to connect to HPE

We are still experiencing this issue and the expanded support mentioned was completed almost 2 weeks ago.  Are there still issues at HPE?

Re: Remote support is unable to connect to HPE

Looks like the problem is solved, I have not received any related alerts since 28 Dec 2016

Vladislav1
Advisor

Re: Remote support is unable to connect to HPE

Unfortunately the problem is not solved.
If it occurred before every 10-15 minutes, now about 2-3 times a day. Even better of course, but I want to solve it completely.

InforMatt
Occasional Collector

Re: Remote support is unable to connect to HPE

It is certainly not solved. we have received over 100 alerts in the past 3 days.  We have an open case that has been escalated, but it's been open for 4 days.  getting a bit frustrated with OneView due to all the issues lately. How does a company like HPE not plan for adpotion of their own product?

peyrache
Respected Contributor

Re: Remote support is unable to connect to HPE

hello

shall you give case number please

thanks

JY

Vladislav1
Advisor

Re: Remote support is unable to connect to HPE

It seems that everything is normal - already one week with no loss of communication
Thank you!

Scott Caryer
Advisor

Re: Remote support is unable to connect to HPE

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
Regular Advisor

Re: Remote support is unable to connect to HPE

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
Occasional Advisor

Re: Remote support is unable to connect to HPE

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

I am an HPE employee
JTodd1
Occasional Advisor

Re: Remote support is unable to connect to HPE

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

I am an HPE employee