Insight Remote Support 7.9.0.0098 Failed to connect to HPE via proxy

[shatra]

Currently I am experience sporadic problems in IRS regarding connection to HPE.

After testing internet connection from Administrator Settings --> Settings --> Test Connection, i get the status "Connected".

When I try to discover a new system, Hosting Device health is changing to red , wiht error on Conectivity : Failed to connect to HPE.

rsadmin config -displayAll | findstr "api"
STARTUP HpAdapter.Address.EndPoint => https://api.support.hpe.com/v1/
STARTUP swm.manifest.url => https://api.support.hpe.com/v1/SWM/manifest.xml
STARTUP swm.package.url.server => https://api.support.hpe.com/v1

What I already did:

- restarted IRs

- Tried with different proxy servers

- checked the latest available updates.

=============================================

Any Tips?

[toddg1]

Hello Shatra, 

I had a report that there were some periods of outage in the Hewlett Packard Enterprise Data Centers on 14 October that would have impacted connectivity for Insight Remote Support.

I have been told that the problems are now resolved - can you please check again?

[shatra]

Same behavior, when do a test connection I get the internet status Connected. Hosting Device Health also green.

After I run a refresh warranty contract for a system, registration in progress and hosting device health is back again red...

Detailed:
1. Check that the connectivity check has passed. Without connectivity, subscriptions will not succeed. 2. Check that the credentials are still valid.

[toddg1]

Hi Shatra,

I again connected with our support team, who indicates the service is up and running, and that if you are still experiencing issues, it may be something else - and that you probably need to contact HPE support at this stage to make sure you are back in working order.

Thank you.

[shatra]

I had a look in hprs log file, something got my attention

35287-94] INFO c.h.u.i.helper.IntegrationHelper - Testing connection to: (proxyhostname:8080) proxyUserName:(domain\user)
21 Nov 2018 12:53:40.084 JettyServer[qtp1502635287-94] INFO c.h.u.i.helper.IntegrationHelper - Testing connection to address (https://api.support.hpe.com/v1/ClientRegistration/ClientRegistrationService.asmx)
21 Nov 2018 12:53:40.396 JettyServer[qtp1502635287-94] INFO c.h.u.p.r.RemoteSupportNodeBPO - Connectivity Status Change: Failure --> Success
21 Nov 2018 12:53:40.412 JettyServer[qtp1502635287-94] INFO c.h.u.i.helper.IntegrationHelper - Connectivity test finished - succeeded
21 Nov 2018 12:53:40.474 JettyServer[qtp1502635287-94] INFO com.hp.uca.ui.filters.SecurityFilter - #SecEvt : User (domain\user) at (irshost:55919) : accessing following uri (/remotesupport/rest/applicationsettings/update-connectivity)
21 Nov 2018 12:53:40.505 IntegrationRunner[ORMgr-6] ERROR c.h.u.p.r.RemoteSupportNodeBPO - Connectivity Status Change: Success --> Failure
21 Nov 2018 12:53:40.505 IntegrationRunner[ORMgr-6] WARN c.h.u.i.a.hp.remotesupport.HpAdapter - OosRegistration failed; OosRegistration caught WebService exception; The server sent HTTP status code 503: Service Unavailable; Request size: 7530 bytes.

[shatra]

Just finished a VR session wiht hp support, it seems that the outage is still present on HP backend, and is scheduled some maintenance over the weekend, will see on Monday!

[jeremysherriff]

I had the same issue with my IRS system, and can report that it is now resolved as of about 7pm Saturday 1 Dec, GMT.

However it is NOT resolved for my OneView systems - they still fail to register new devices.  The HPE back-end endpoints for OneView are also part of the api.support.hpe.com global load-balancer.

[JTodd1]

Hi - Please file a support call for your OneView system. It should also be resolved there.

[jeremysherriff]

I have several tickets open, and have not been able to get a response on any of them for several days.  Replying to the last email, and logging a comment in the support portal, have both failed to get an update.

In desperation I opened an additional ticket, which was closed as a duplicate after a brief phone call.  The original ticket still has no update.

[JTodd1]

I don't have enough background to tell you mish about what could be going on in your environment. Can you please select a server or enclosure and do the following?
- Clear any active Remote Support enablement alerts from the UI for that system
- Enable Remote Support on that system

If that provides the desired result, perform the same steps for other systems.

Get Outlook for Android

[jeremysherriff]

Hi JTodd1

I appreciate your attempts to assist but this is bigger than turn it off/turn it on.

I have four C7000 chassis managed by two OneView instances with an additional 30+ DL3x0 servers each, and I have two Synergy chassis managed by the two internal OneView instances built into the Synergy frames.  These span two datacentres with disparate internet connections with firewalls provided by two different vendors (so that we can't fall prey to the same vulnerability via two vectors).  All are giving the same issue, and all diagnostics, packet captures etc show the responses from the HPE back-end portals are the issue.

All OneView instances are "current" version of v4.10.xxx although the exact build number varies.

The packet captures show the API calls correctly heading to https://api.support.hpe.com/ where they are all given a "302 resource moved" response (correctly).  Each is then sent off to the relevant load-balancer endpoint where we get a variety of "responses" - sometimes we get "500 internal server error", other times we get "504 resource not available" and then other times we get no response at all and the request times out.

Thankfully all my SuperDome Flex systems are managed via IRS, which as stated perviously is now working again after an outage that spanned at least 3 weeks.

Perhaps you could prompt someone to contact me in regards to ticket #5334230283 ?  That ticket was last updated more than 7 days ago for this issue.

Cheers,

Jeremy

[DetaChandra]

Hello Jeremy,

As discussed, the backend issue is now resolved. As requested please provide us with the latest logs from OneView.

Once we have the logs we will analyze the same and get back to you with an update. 

Chandra shekar

[uzimmermann]

Chandra, this problem is NOT solved. My OneView instances are disconnecting and reconnecting so often, it isn't possible to modify Remote Support or add devices to remote support.

[JTodd1]

Hi - Please log a call with support so they can assist with your issue. https://www.hpe.com/us/en/services/get-connected.html#tehnical