DL 380 Gen 9 ILO4 not showing Direct Remote Support registration option

[Luca]

After updating to ILO4 v2.82 I am unable to register the server with IRS direct connect (tried on 2 different Dl380s) - the registration page only offers to connect through a remote support host server and has no direct connect option. With the previous installed 2.77 firmware I had the option but it would throw an HTTP error upon trying to register. The ILO has DNS and gateway configured and can access the internet. Any heads up?

Thanks

P.S. as an update, I tried with ILO4 firmware version 2.79 on a DL360 G8 and I do get the direct connect option. However I receive always the same HTTP Protocol error:

"Remote Support Registration Error.Protocol error occurred while communicating with the HPE Remote Support receiver.Please retry. (Http Server Protocol Error)"

I did a packet capture and the ILO attempts to connect to 16.230.112.133 (api.support.hpe.com) via HTTPS, exchanges several packets then quits with the above error. Maybe it's a certificate issue or similar.

[Vinky_99]

@Luca 

It looks the issue you are facing may be related to the firmware update or a possible issue with the HPE Remote Support receiver. Here are a few steps that you can give a try:

* Downgrade the firmware to version 2.77 and check if the direct connect option is available. If it is, try to register the server again and see if you still get the HTTP error. 

* Check the SSL/TLS certificate settings on the ILO4 and ensure that it is set up correctly. If the SSL/TLS certificate settings are not correct, the server may not be able to communicate with the HPE Remote Support receiver. You can also try updating the SSL/TLS certificate if it has expired or is invalid.

* Ensure that the server has a valid IP address, gateway, and DNS settings. You can also try resetting the ILO4 to factory defaults and reconfigure the network settings.

* Check if there are any firewall or security settings that may be blocking the server's communication with the HPE Remote Support receiver. If there are, you can try to whitelist the server's IP address or port number.

Hope this helps! 

[Jags_21 · Accepted solution]

Hi Luca,

Below is the statement taken from the document: HPE iLO 4 2.82 User Guide

HPE now supports only Insight Remote Support central connect. If you are using HPE Insight Online direct connect, Hewlett Packard Enterprise recommends to unregister Insight Online direct connect and register with Insight Remote Support central connect.

To setup refer the same document Managing Remote Support section: 

Also before starting the check the pre-requsites under Managing Remote Support section:

Prerequisites for remote support registration

Hope this helps

Thanks,

[Luca]

Hi @Jags_21, thanks for the heads up. I was unaware that hpe removed the direct connect capability (but I had an idea since the ILO update removed the capability in toto) and now only supports connection through a local IRS. I will go ahead and install the RS service on one of our servers - pity because if you have only one server (host) it's a bit of a resource waste while before you could directly connect making it much easier and quicker for small orgs.

[Luca]

As a follow up I tried installing the Remote Support software v 7.12.0520 on a Windows 2022 server but the installer failed reporting that the "operating system is not supported" while the 7.12 Installation and Configuration guide PDF on page 13 says that Windows Server 2022 is supported (under VMware ESXi or native).

https://support.hpe.com/hpesc/public/docDisplay?docLocale=en_US&docId=a00127663en_us

Upon further investigation in the log file it appears that you cannot install this software on a Domain Controller - this should be explicited in a more obvious error to facilitate resolution in my opinion.

[Vinky_99]

@Luca 

Regarding the issue with the Remote Support registration, it's possible that there could be a compatibility issue with the firmware version and the Direct Connect feature. In this case, you could try downgrading the iLO firmware to a previous version where you know that Direct Connect was working correctly, or contact HPE support for further assistance. 

[Luca]

@Vinky_99Yes I already had done all these steps before posting anything, I first tried unregistering and attempting to re-register an already registered DL380 G9 and that failed, so it wouldn't re-register with the reported HTTP error. Then I updated the ILO firmware and the direct connect feature was no longer there with 2.82. I downgraded to  2.79 and it reappeared but the server was no longer able to register nevertheless. The only solution was installing the IRS service on a local *non-DC* server. I find this rather resource intensive and cumbersome for small environments and I think hp should reconsider introducing direct connect support (which still works for registered servers, but if you unregister you're out of luck apparently).