Remote support is unable to connect to HPE. Remote Support

[systec2]

After update HPE OneView from version 8.5 to 8.6 we get like every 5 Minutes this Warning.

We checked our network connectivity and all is fine. 

Have anyone the same problem? 

Resource Remote Support

Warning Remote support is unable to connect to HPE. Remote Support

 Resolution Check the network connectivity and/or proxy settings then try again.

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[DanCernese]

I noticed a couple occurance of this; please open a support case and share the SFDC# with me, just so I can connect the dots.  Our support team needs to dig deeper to see what is common across them all.  They'll need a support dump.

[Stephan G]

I am on the "free" license - can i also open a support case?
Same happens to me.

Tries every 10 minutes - fails every 10 minutes.

Checked firewall logs - everything is ok.

[asimiok]

Same here. HTTPS to api.support.,hpe.com is successfull, nothing else blocked and we even tried an any rule... seems like a 8.60 issue, as we updated on the 25.10. (2 days after release) and did not have any issues before.

[systec2]

we are also on the free license, but we are currently trying to get help from hpe through a roundabout way

[asimiok]

As workaround edit the lart email filter to advanced and add: "NOT alertTypeID:remote-support.notconnectedtohp"

[Weggo1]

Hello - have the same issue since I updated from 8.5 to 8.6 today in the mornig. Please provide a fix for that ASAP. I have 3 more Oneview-instances to update

[Ottow13]

Hello all,

I've got the same issue on multiple Synergy configurations, and opened a support case for it.

There is no update jet to solve this problem.

With regards,

Otto

[PatrickLong]

Same here - I have three  Synergy Composer2 environments. Two of the three are now alerting for "Alert from Remote Support - Remote support is unable to connect to HPE"  after upgrading from Oneview 8.50.00 to 8.60.00.    All three environments were successfully connected to Remote Support prior to upgrade.. I'll open a ticket as suggested to assist with the information gathering for HPE support.

[rpoindex]

Just received an update to my HPE case that this issue "will probably be addressed in 8.7".

Curious if anyone else is pointed to a resolution or workaround besides turning off the alerts (sorta like pull the batteries from your smoke detector).

[quesnl]

How would you turn off that alert for this issue ?   I dont mean the e-mail notififcation but the actual warning geanrated by the issue not being able to connect remote support.

[DanCernese]

There is no way to "turn off" these alerts.  Temporarily, in the search box on the Activity page, add the following filter:

• NOT alertTypeID:remote-support.notconnectedtohp

 This search filter will not persist and so will have to be applied each time the Activity page is loaded.

[AGO_MUC]

You can also use the filter within the notification settings:

Alert criteria: Advance
NOT alertTypeID:remote-support.notConnectedToHP

This prevent OneView from sending a mail every 5 min.
Not a solution but better than hundrets of mail in the morning....

[systec2]

update: 

official response from hpe support

"We have found that there is an issue with remote support when upgraded from 8.5 to 8.6 and our engineering team is working on this issue.

There will be advisory released soon and we shill share an update on this so that we can have the next action plan to resolve this issue."

[DaveSimpson]

I have the same issue after upgrading from 8.5 to 8.6.  HPE support has had me validate firewall, disable/enable remote support with no luck..  Thanks for the update and look forward to a quick fix.  Trying the alert filter to keep the 100's of emails from coming while still getting any that would be critical.

[Mike__C]

I am having the same issue on a brand new appliance install that was never upgraded.    

[sfrench-quilter]

I have the same problem now on three appliances.

HPE need to rush out a fix ASAP please, and may I suggest a more robust testing process prior to full release in future?

[Weggo1]

Hello all,

I updated to the latest OneView-version (8.60.01) today in the morning an the problem is solved.

[DanCernese]

Thank you for reporting that your issue was resolved.  HPE moved as fast as possible and is addressing the test escape so this cannot happen again.  [edit] also up-stream process reviews to not depend only on tests; as you would expect.

[DaveSimpson]

I also upgraded to the latest version (8.60.01) and the issue is resolved.

[systec2]

can confirm, since the update the error message no longer appears.

[machl]

We are seeing the same issue in v 9.40.00

Alert multiple times a day, and clears itself after 10 minutes.

Support case is open and some actions taken during remote support session did not resolve the issue.

[Sunitha_Mod]

Hello @machl,

We regret the inconvenience caused. We request you please take a moment to reply to the private message we've sent and provide the requested information. This will enable us to address your concerns with the relevant team.