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Contract and Warranty Information - Blue Question Mark.

 
L Davis
Advisor

Contract and Warranty Information - Blue Question Mark.

Hi All,

I am looking at implementing the HP Remote Support Services into our HPSIM server. I have:

* Upgraded to HPSIM 5.1
* Installed the Remote Support Software
* Updated all SAID and info in the server properties.
* I get green ticks in the Remote Support and Config Services section.
* I run the C & W Data Collection Task over my servers, and they say successful in the task.

However I still a blue tick in the CW Column on every single server. Anyone have any ideas? (Note i did the install for the remote support software via the Remote Console in Console mode, so it should not be that trap.)

Thanks.
17 REPLIES
Rider
Trusted Contributor

Re: Contract and Warranty Information - Blue Question Mark.

Hi,
Have you configured RSSM via HP SIM. From Options > Remote Support servies via HP SIM menus. It is avaliable only when u install ISEE client tool from RSSM updates. Provide all data under RSSM options. And run C & W task again. You should get the status.
A Real man makes his own luck
Sipho
Contributor

Re: Contract and Warranty Information - Blue Question Mark.

Can someone explain what is this:

Updated all SAID and info in the server properties

And how do i go about doing it.
L Davis
Advisor

Re: Contract and Warranty Information - Blue Question Mark.

Hi Rider,
RSSM is installed and is configured (but not via HPSIM not sure what you mean)

RSSM is configured and all the packages have installed successfully.

Within HPSIM under options I have Remote Support Configuration and Services which is registered, and under the Remote Support Services tab the servers under contract are showing up with green ticks. (see attached pic)

However when i go back and do a C&W Task (which says that it has gathered the C&W information successfully) the same servers are still blue question marked.

Cheers for your suggestions though,

Leon.



Hi Sipho, SAID = Support Agreement ID which I have put in the properties of the servers that are covered by the SAID HP maintenance agreement. Hope that explains it. Cheers
L Davis
Advisor

Re: Contract and Warranty Information - Blue Question Mark.

Anyone have any more ideas? There are a big bucket of points up for grabs. :-)

Apart from uninstalling HPSIM and reinstalling I have tried everything I can think of... and I don't really want to do it because it looks after over 300 servers over 10 countries.
Bruce Stiver
Occasional Advisor

Re: Contract and Warranty Information - Blue Question Mark.

The System Properties page for each system must have the correct Product ID and Serial Number. If that combination has a valid contract or warranty, then you will get a green checkmark. Try this website: https://vgwhispro.cce.hp.com/WebClient/Main.do to look up the warranty/contract on a serial number.
L Davis
Advisor

Re: Contract and Warranty Information - Blue Question Mark.

Thanks Bruce,

Have tried your suggestions but still no go. I get green ticks when looking in the Remote Support Config Services section as previously stated and the Contract and Warranty Gathering Task even says that it has run successfully for the servers that I have added the info into. But still those blue ticks remain.

Thanks for your suggestions anyway. Anyone else have any ideas?

Cheerio.

Leon.
ShaneW
Occasional Visitor

Re: Contract and Warranty Information - Blue Question Mark.

Select the systems in question and goto Options --> Set System Properties. Go to the bottom of the system properties page, select "unlock," fill in the "Contact Information" and run the job. Once the job completes, re-run the "Contract & Warranty Data Collection Task."

The Contract and Warranty requires the contact information to be set on each server so that HP knows who to contact if the systems reports a "Serviceable Event."

There are basically 3 pieces that need to be set for the Contract & Warranty data collection to work properly.

1 - serial number
2 - product ID (6X3 alpha-numeric)
3 - Contact Information

Good Luck!

Shane

L Davis
Advisor

Re: Contract and Warranty Information - Blue Question Mark.

Yep stepped through all that again. All customer info is there, serial number and product number entered and correct, and SAID info is valid. It says when I run the C&W Task that it successfully gathered C&W data.. but still the blue tick. Oh well.. thanks anyway. I will keep trying.
Spyke074
Occasional Visitor

Re: Contract and Warranty Information - Blue Question Mark.

Hi I have exactly the problem, all the information is filled in, i can run the tasks no porblem, i can see the eligiblilty no prob but the Blue Question Mark remains, i also have a job logged with HP on this issue for nearly a week now with no resolution. Has anyone managed to solve this yet?
L Davis
Advisor

Re: Contract and Warranty Information - Blue Question Mark.

ok.. i am going to ask a silly question now.. if I am going to use the remote support pack with HPSIM 5.1 do I have to install the ISEE client on every server? Is that where i have gone wrong? Looking through the manuals I don't see it mentioned anywhere.. but I am at my wits end.
Spyke074
Occasional Visitor

Re: Contract and Warranty Information - Blue Question Mark.

I have already tried that but it hasn't made any difference. This is what i have been told by HP so far, it hasn't helped me but it might u.

Hi

If you have older servers with Serialnumbers of 10digits you have to add the productnumber.

Frst make shure:
1. Configure and register the Remote Support Client
2. Configure contract and contact information as per the needs of the individual enterprise and its systems
3. Execute the Contract and Warranty (C/W) entitlement task
4. Enable selected systems for remote monitoring by the Remote Support Client in the Remote Support Services Tab

I think you did this allready .
Now enter in edit systems properties in the product number field your product id xxxxxx-xxx and check system country code.

Older servers will have 12 digit Serial numbers, the newer 10 digit with product ID. The older servers with 12 digit numbers should work.

There is an issue found with HP SIM running in certain timezones, eg Arizona for one, where SIM does not correctly store the data. I suggest changing the CMS timezone if possible to a timezone that shows with just 3 letters, eg CST, EST, PST, etc. vs one that has GMT +6:00 if possible.

Please try the above steps and let us know what happens. Aslo make sure you check the time zones. I am working out on the agents of SWM in the meantime.
Sipho
Contributor

Re: Contract and Warranty Information - Blue Question Mark.

Good day

can someone explain how-to do this:

First make shure:
1. Configure and register the Remote Support Client


Regards
sipho
Spyke074
Occasional Visitor

Re: Contract and Warranty Information - Blue Question Mark.

HP have got back to me on this and it has worked for me.

The problem is an issue with states that don't have the option to choose daylight savings within the Server's O/S Date and Time settings eg Brisbane

To fix it

Stop HP Insight Manager Service
Stop ISEE Services

Open SQL query analyser
Select the Insight_v50_0_124427640 database from the list

ALTER TABLE SIM_NodeEntitlement ALTER COLUMN startDate nvarchar(48) NULL
ALTER TABLE SIM_NodeEntitlement ALTER COLUMN endDate nvarchar(48) NULL
ALTER TABLE SIM_NodeEntitlement ALTER COLUMN obligationStartDate nvarchar(48)
ALTER TABLE SIM_NodeEntitlement ALTER COLUMN obligationEndDate nvarchar(48) N


Once i did this and ran the entitlment check again the CW status window came up green.
Spyke074
Occasional Visitor

Re: Contract and Warranty Information - Blue Question Mark.

Sorry guys it should be null after all tables something went wrong with the cut and paste.


ALTER TABLE SIM_NodeEntitlement ALTER COLUMN startDate nvarchar(48) NULL

ALTER TABLE SIM_NodeEntitlement ALTER COLUMN endDate nvarchar(48) NULL

ALTER TABLE SIM_NodeEntitlement ALTER COLUMN obligationStartDate nvarchar(48) NULL

ALTER TABLE SIM_NodeEntitlement ALTER COLUMN obligationEndDate nvarchar(48) NULL
Mat Sullivan
Advisor

Re: Contract and Warranty Information - Blue Question Mark.

I had the exact same problem, I had originally installed the Remote Support software or (tried to) via RDP (remote desktop, not the console session) which corrupts the installation, even uninstalling the whole thing and trying again didn't work.

What I didn't know (and it took an ISEE specialist visiting my site to find out) was that when you uninstall the Remote Support software, it leaves settings and files hanging about on the server.

We went through program files and the registry and deleted all references to the software, then reinstalled (at the server, NOT remotely) and everything worked first time and still does to this day!

Give it a try!
Mat Sullivan
Advisor

Re: Contract and Warranty Information - Blue Question Mark.

You don't need anything on the client server other than Serial number and PID entered correctly in SIM, the SAID can come in handy if the ISEE check still fails with the SN and PID entered (as it seems HP's record keeping is a bit suspect at times)

Also make sure you have all the contact details entered for all the servers you want covered, or the system will log a call and HP wont have a number to call you on!

The whole thing about RDP console sessions seems a bit suspect also, I would advise installing at the server as I had nothing but problems with RDP (console session or not!)
Rancher
Honored Contributor

Re: Contract and Warranty Information - Blue Question Mark.

Leon, I am not sure if you are still having trouble with the blue question mark. I also had the same problem and all I did to fix it was run an identify system on the servers. Then both columns showed green.