HP SIM 6.02 fails to call home when nic link is down

[Simon_Tyler]

    Operating system:  Windows Server 2008 R2 
     Version:  Systems Insight Manager 6.2 - Windows 
     Build version:  C.06.02.00.00 
     Build date:  2010-09-23 13:00 
     Patches:  
Plug-in applications:
Product NameVersion NumberProduct Name Version Number
 
HP Insight Remote Support A.05.60

 
 Hello,

HP SIM calls home when a power cable is unplugged, so the remote support functionality appears to be working. However, when a nic link goes down eg. someone unplugs the wrong cable or shuts down the port on the switch, HP SIM shows an alert and when I go to the system homepage, it shows that the bond is up, but the one leg or nic has a status: link down. So, HP SIM is aware but fails to call home. 

I'm using native Redhat nic drivers; could that be the problem? It seems to me that if HP SIM is aware of the link down status, it should call home. I've tried calling HP on the phone and let's just say the call didn't go well. I'd really appreciate any feedback or suggestions.

Regards,

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[BPE]

Hi,

The main goal of the Insight Remote Support is to alert the  HP service( provider),   that an HP device at a customer site has some broken part which needs to be fixed.

NIC down is not an indication for a hardware failure. But you can ask HP a mission critical support contract.

In such a case additional tools are installed to verify if the mission critical systems are still reachable inside the customer site.  If you try your power cable test on a  high end server you will notice that the system is not sending information to HP because the monitoring hardware will recognize (for the higher price) that you only unplugged the cable.

Only the customer is informed that he probably unplugged the cable or has a power outage.

Hope this helps.

[shocko]

Link down is not a hardware failure so this would be expected behavior. Can you imagine the amount of calls they would get on a Bl685 C G7 with multiple flexnics if this were the case :P)