Check for update / Connect to HPE software center error

[berndghp]

OneView is 9.30, last week and before is was successfull.

Today is ist not workimg, not scheduled and not manual.

internet connectivity is working, tested via networking => ping => support.hpe.com

[support_s]

System recommended content:

1. HPE OneView 9.3 User Guide for VMs | Prerequisites for My HPE Software Center connectivity

Please click on "Thumbs Up/Kudo" icon to give a "Kudo".

Thank you for being a HPE valuable community member.

[berndghp]

checked . HPE OneView 9.3 User Guide for VMs | Prerequisites for My HPE Software Center connectivity

- no geoblocking

- checked all hosts from the prerequisites document for DNS resolution, is given

- firewall logs with no blocking content from OneView appliance

Any ideas? 

[berndghp]

Check update was last working at 17.02.25 (scheduled once week, monday 10:00 am)., but now it does not work since 24.02.25 (not scheduled and not manual). Today i restored the appliance from 14.02. and it does also not work. That is strange and think it could be a internal OneView problem (9.3).

May be a reissue of Advisory: (Revision) HPE OneView - Attempts to Enable "Check for Updates" May Fail Repeatedly After an Initial Failure with a newer version?

[berndghp]

No solution yet.

What are the requirements for support?

HPE created a case they told me via pn, but nothing happens!

[Rama2]

According to the advisory, this issue was resolved in HPE OneView 6.60, and there are no known issues related to OneView 9.3.

You can refer to the link below to verify the prerequisites for HPE Software Depot connectivity:
https://support.hpe.com/hpesc/public/docDisplay?docId=sd00005251en_us&docLocale=en_US&page=GUID-3D23BCCF-5A00-46EB-AA0C-4EF83EF173F9.html#ariaid-title1

To troubleshoot this issue effectively, we need to identify the exact error and kindly raise a support ticket with HPE will review the logs to develop a detailed action plan, 

In the meantime, you can try the following steps to see if they resolve the issue:

1. Check and Correct Proxy Settings

• Navigate to Settings > Proxy > Edit and verify that the proxy settings are correct.

2. Verify Update Settings

• Go to Settings > Updates > Edit and ensure that "Check for updates" is enabled (if it was disabled).
• Then, navigate to Settings > Updates > Check for updates and verify the update status.

[berndghp]

All the things you provided i have already checked and we do not have any proxy for internet access. The update still fails.

A support case was opened by hpe last week. It was communicated to me via private message, but there was no activity.

[Darrin Rawls]

@berndghp Did you ever receive a support case number?  If so, would you mind sending me the support case number you received so I can follow up?

[berndghp]

Hello @Darrin Rawls ,

here is the Number: HPE Support case 5388193699

Best Regards

[Rama2]

The case you have logged is a community case. To proceed with further troubleshooting, we require a proper support case.

You can log your cases through the following channels:

HPE Support Center:- https://support.hpe.com/connect/s/?language=en_US
HPE Services Technical Support Phone Numbers:- https://www.hpe.com/us/en/collaterals/collateral.a00039121enw.html

[berndghp]

We do not have such a support contract for OneView software support. However, we have assumed that by purchasing the server hardware (G11 models) including the ILO Advanced licence (which enables server management using OneView) we also receive software support for OneView. We own also care pack support for hardware.

But it seems that all the above is not enough to get software support for OneView?

[Rama2]

You can log a case using the server’s serial number, and assistance for OneView will be provided under this coverage.

[berndghp]

I opened such a case at 03/04/2025 and it was closed by HPE at 03/12/2025.

It was 5388308357