Unable to download any sort of firmware for switches

[FoxtrotOff]

Hi All

We have had IMC for around 8 months.

Recently we have begun experiencing issues downloading firmware updates via the software library.

We have successfully done this in the past and updated firmware on our switching, however we are trying to run updates this week and unfoprtunately we are unable to download anything.

The only message we get is "Failed to download file "firmwarename.zip"

Weirdly, we can query the FTP servers and find the latest versions of the firmware software for our switches, a 2650b firmware shows as 15th of October this year.

We have tried multiple browsers, multiple DNS settings, Multiple internet configurations (proxied, non proxied, filtered, non filtered).

Can anyone offer assistance?

Thanks

[LindsayHill]

Which version are you running? There was a patch released a few months ago (7.1 E0303P13) that included this enhancement:

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 LiveUpdate URL changes to https://h10145.www1.hpe.com/web/services/pcm3/PcmWebSvc.asmx.

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I wonder if you're running 7.1 (E0303), and it's broken because HP is changing their URLs as part of the split between HP Inc & HP Enterprise?

[FoxtrotOff]

Hi Lindsay

Yea that looks like it could be the issue.

The odd thing is, when i look at live update within IMC, it does not off e0303p13 as an update?

Do i have to manually download this update or fully reinstall IMC?

[LindsayHill]

You will have to manually download the updates, but you can apply them to your current system - you don't need to reinstall.

You can get them from here: https://h10145.www1.hp.com/downloads/SoftwareReleases.aspx?ProductNumber=JG747AAE&lang=&cc=&prodSeriesId=

E0303P16 is the latest patch.

[FoxtrotOff]

Hi Lindsay

Thanks for that, i have just completed the update process.

I am sad to say however the issue has persisted and i am still unable to download any firmware.

I have just attempted to download firmware for a 2650B switch and i am getting the same error message stating "failed to download file "2600-software-H10115.zip"

i will play around with our settings again to see if it is an line thing, however i am highly skeptical it is this as the line IMC is using, is an unfiltered line

Thanks

[FoxtrotOff]

After trying a multitude of lines we have available on site, i am sad to report no change in the ability to download firmwares within IMC

Is there any other advice i could try?

Thanks!

[LindsayHill]

I think at this stage you'll probably need to log a case. Could be something else going on related to URL changes.

[FoxtrotOff]

Unfortunately i did as you suggested this morning and submitted a case. I just received a phojne call to be told that due to use having purchased IMC over 60 days ago (Purchase dated March 31st 2015) and that we do not have an SLA or care package for IMC we would not be allowed to receive support.

I find this quite shocking really, we purchased this software for a lot of money and were not told at any point that we wouldnt be supported by HP after 60 days, we use a large amount of HP switching, in fact our entire infrastructure is HP switching, and our managed wireless network is all HP, and to be told that we are unable to receive support for what should be a quick and easy fix is just totally beyond me.

I will be writing an official letter of complaint to the HP head office in the UK to communicate our disappointment in this matter.

Thanks for your help

[Dennis Handly]

> we do not have an SLA or care package for IMC we would not be allowed to receive support.

Did they tell you how to purchase support?

[LindsayHill]

I'm a little surprised that they sold it to you without support. Normal process is that the original sale includes the first years support (nb this will be a separate line item, it's not included at zero cost).

[FoxtrotOff]

No Dennis, they didn't, the CSR on the phone just said i should speak with our reseller and get support from them.

I know i can obviously purchase support but i don't see the point, it should be supported for the first year, if you purchase anything in the UK its covered by 12 months guaruntee, this for some reason isnt? I understand we should maybe have checked this but with it being a standard in the UK and this being the first time i have come across this sort of limitation on software support we never did check.

Frankly we are just going to totally flatten the server and start again with IMC so that we can start with E0303P16 and hopefully it should work from there. The wonders of virtualization.

[LindsayHill]

Welcome to the world of Enterprise software!

I'm not sure about the relevant UK law, but what you tend to find is that those consumer protections apply to consumer transactions - e.g. if you're buying an iPhone. They don't generally apply to business transactions. So charging for support is pretty much standard across all enterprise software & hardware vendors. It's a major source of revenue.

Normally the quote includes the first 12 months of support as a separate line item. Businesses will usually capex the first year's support, and after that it becomes an Opex expense.

I would not expect to see different behaviour if you rebuild the server. You'll still need to start with an earlier 7.1 version, and upgrade to E0303P16 (it's a patch, not a standalone install). You'll also probably need to re-do the license key if you do a complete VM rebuild.

[FoxtrotOff · Accepted solution]

st to update this thread, i have indeed rebuilt the server and i am seeing downloads complete now.

I totally wiped the system, reinstalled 2012 R2, installed E0303 Standard, without starting it i then updated immediately to e0303p16. I have just tested a download and i am happy to say the downloads are now working. I just need to reconfigure IMC to how it was configured before.

Thanks for everyones help and suggestions.