HPE Support Center
User Guide
Document Release Date: March 2017 Software Release Date: March 2017 Legal Notices Warranty The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HPE shall not be liable for technical or editorial errors or omissions contained herein. The information contained herein is subject to change without notice. Restricted Rights Legend Confidential computer software. Valid license from HPE required for possession, use or copying. Consistent with FAR 12.211 and 12.212, Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government under vendor's standard commercial license. Copyright Notice © Copyright 2017 Hewlett Packard Enterprise Development LP Trademark Notices Microsoft® and Windows® are trademarks of the Microsoft group of companies. UNIX® is a registered trademark of The Open Group. Linux® is the registered trademark of Linus Torvalds in the U.S. and other countries. Red Hat® is a registered trademark of Red Hat, Inc. in the United States and other countries. Apple, iPhone® and App Store℠ are trademarks of Apple Computer, Inc., registered in the U.S. and other countries. © 2012 Google Inc. All rights reserved. Chrome™, Android™ and Google Play™ are trademarks of Google Inc.
HPE Support Center: User Guide Page 2 of 152 Contents
Welcome to HPE Support Center and Insight Online 8
Sign in 10
Create an HPE Passport account 11
Product Support 12 Find your product 13 Search 16 Advanced search 18 Filters 21 Security bulletin archive 21 Save a search 22 Partial match 22 NonStop search 23 Search by document ID 23 Find drivers and other software 23 Find product top issues 25 Find advisories, bulletins and notices 26 Find most viewed solutions 27 Find product manuals 28 Use task-based information 30 Support Case Manager 31 Submit a new support case 32 Check the status of an existing case 35 Create a case report that lists all cases 35 View your recent cases 36 Update a case 36 Add comments 37 Add attachments 37 Close a case 37 Edit SCM settings 37 Warranty check 38 Access requirements 39 Location of serial number and product number 39 Warranty information is not found, or error returned 40 Patch management 40 My patch privileges 41 Find a patch if you know its ID 43 Patches for any system 44 Find Patches by Product 46 Patch Bundles 48
HPE Support Center: User Guide Page 3 of 152 Add a bundle to a patch list 48 Selected patch list 48 Download Patches 50 File fingerprints 51 Corrupt download archives 52 Patches for my uploaded HP-UX system 52 Other patches available 53 More information: HP-UX, OpenVMS, Tru64, MPE/iX 53 Diagnostic passwords 53 Customer Self Repair 54 Check eligibility 54 Determine the self-replacement option type 54 Order parts 56 Status & assistance 56 Instructions and videos 57
Insight Online My IT Environment 59 Register devices 60 Complete direct connect device registration 60 Edit service information 62 Manage your devices, device groups and solutions 65 The All devices view 66 Types of objects displayed 66 Devices 67 Device states 68 Icons and text in individual devices 68 Delete a device 69 Refresh devices 69 Add a device manually 69 Devices with expired contracts or warranties 70 Claim an HPE storage device 71 Device groups 72 Your default device group 72 Create a device group 74 Device group roles 76 Delete a device group 76 Solutions 77 Solution as container 77 Solution as device 79 Manage your user groups 81 Create a user group 81 Assign roles to user groups 83 Roles apply equally to all users of a user group 85
HPE Support Center: User Guide Page 4 of 152 Your default user group 85 Delete a user group 86 Manage contracts and warranties 87 Derived contracts and warranties 88 Link contracts and warranties 88 Ways to be linked to a contract or warranty 90 Run contract and warranty update 91 Share contracts and warranties 92 Create a child device group 92 Create a contract and warranty share 93 Display your user name and email 94 Transfer ownership 95 Unlink contracts and warranties 96 Batch link tool 96 CSV file size and requirements 98 Upload status values 98 CSV file field values 99 Support cases 100 View support cases 100 View a case details page 101 Update a case 102 Submit a case 102 Provide case information 102 Provide troubleshooting information 103 Add comments to a case 104 Close a case 104 Anticipated response time 104 View case report 104 Service events 105 View service events 105 Sort and filter service events list 105 Search service events 106 Service events details (individual device) 106 Service Credits 107 Service Credits administrator and member roles 109 My Service Credits 109 My services 109 My orders 110 Shop HP services 110 Reports in the My IT environment 111 Create a report 112 How to select items for a new report 114 Content of each report type 115 Packaged support 115 Contract 115
HPE Support Center: User Guide Page 5 of 152 Contract and warranties 115 Device configuration 116 Firmware 117 Read me first 117 Firmware overview tab 117 Devices-Data not reported tab 118 Service event 118 Support case 119 View your reports 119 Print a report 120 Remove a report 120 Use report templates 120 HPE Proactive Care reports 121 Known issues 122 Message log 122 My document repository 124
Insight Online My Customers 125 Enable access to customer’s device information 125 The All customers view 126 Customer dashboard 128 Favorite customers 129 Remove customer groups from the view 130 Service levels 131 Reports in My Customers 132 Create a report 132 Content of each report type 134 Contract and warranties 134 Device configuration 135 Firmware 136 Read me first 136 Firmware overview tab 136 Devices-Data not reported tab 137 Service event 137 Support case 138 View your reports 138 Print a report 139 Remove a report 139 Use report templates 139 Known issues 140
Settings 142
HPE Support Center: User Guide Page 6 of 152 The language and country selector 144
Get help from HPE 146
Known issues 147
Glossary 148
Index 151
HPE Support Center: User Guide Page 7 of 152 Welcome to HPE Support Center and Insight Online
This is help for HPE Support Center and Insight Online.
Select any entry in the Contents tab at left to learn how you can use the features of the site. Most images are thumbnails. Click a thumbnail to expand it. Click again to reduce it to a thumbnail. Only one image can be expanded at a time. You must reduce an expanded image before you can expand another one. HPE Support Center contains these main areas: Product Support Product Support provides support information and features for most HPE commercial and enterprise products. Use Product Support to search the site, find product documentation, download drivers and other software. See "Product Support" on page 12 for details.
Insight Online My IT Environment Use Insight Online to organize and monitor your devices and use feature services such as:
l Service events generated and reported to HPE by remotely supported devices.
l Support cases associated with your HPE Passport ID.
l Contracts and warranties associated with your HPE Passport ID, or shared with you by other users.
l Service Credits, which allows you to view Proactive Service Credits you have purchased, and services exchanged and available for those credits. See "Insight Online My IT Environment" on page 59 for details.
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Insight Online My Customers HP Authorized Channel Partners can also use Insight Online to manage the devices of customers who choose to have this done for them. See "Insight Online My Customers" on page 125 for details.
In addition, from the HPE Support Center main page you can:
l Change the language and country of the site
l Manage your HPE Passport settings
l Get additional help from HPE
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To use the various feature services of HPE Support Center, sign in using your HPE Passport ID:
HPE Support Center: User Guide Page 10 of 152 Create an HPE Passport account
If you do not have an HPE Passport account, you can create one. Click Register at the top right or Register for HPE Passport on the right side of the Product Support screen, and fill in the required fields:
Insight Online supports a maximum of 1500 devices per HPE Passport ID.
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The Product Support area provides the following features for most HPE commercial and enterprise products:
l "Find your product" on the next page
l "Search" on page 16
l "Find drivers and other software" on page 23
l "Find product top issues" on page 25
l "Find advisories, bulletins and notices" on page 26
l "Find most viewed solutions" on page 27
l "Find product manuals" on page 28
l "Support Case Manager" on page 31
l "Warranty check" on page 38
l "Patch management" on page 40
l "Diagnostic passwords" on page 53
l "Customer Self Repair" on page 54 You can access these features from the Product Support drop-down list:
Links to many of the features are in the sub menus:
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l Drivers & software
l "Patch management" on page 40 Download options l Software updates & licensing
l "Diagnostic passwords" on page 53
l Top issues
l Most viewed solutions Top issues & solutions l Troubleshoot a problem
l Advisories, bulletins & notices
l Customer Self Repair
l Warranty check
Repair & warranty l Manage my contracts & warranties
l View my contracts & warranties (See the HPE Insight Online User Guide for contract and warranty information.)
l Submit or manage support cases "Get help from HPE" on l Chat with HPE page 146 l All contact options
l Software Support Online (IT Management Software)
Other support options l Customer Care (Home & Home Office products)
l More Support resources Find your product Most support information is product based. Begin by identifying and selecting your product to reach its home page. Use any of the following methods:
l Select from your recent products (must be signed in).
l Enter a product name or number.
l Choose from all HPE products.
l Enter a product serial number.
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Product home page From a product home page, enter keywords in the search textbox to find support information specific to the product (see "Search" on page 16 for more information) or click any of the tabs at the bottom of the page:
Product home page tabs
Tab Description
Download options l Get drivers, software & firmware
l Sign up for driver, security, patch and support emails
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Tab Description
l Patch management
l Diagnostic passwords
l Software updates & licensing
Top issues & solutions Top issues are documents written as a result of calls to the HPE Response Center. Most viewed solutions are based upon the number of times they have been viewed by users. Includes a link to view all solutions.
Manuals Select manual type or view all types. Select language. Click Advisories, bulletins & notices. Advisories describe product issues and corresponding solutions and resolutions. Bulletins contain information about catastrophic hardware failures. Notices contain information such as technical and warranty details, and model and configuration codes.
Repair & warranty l Warranty check
l View my recent cases
l View my contracts & warranties
l Manage my contracts & warranties
Get help from HPE l Submit or manage support cases
l Chat with HPE
l All HPE contact options
The options listed above are also in the Product Support drop-down list. In addition are the following:
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Other support options
Other support options Description Community forums An online community for peer-to-peer technical support and knowledge sharing.
Other support options l HPE Software Support Online (IT Management Software)
l HPE Customer Support (Home and Home Office products)
l More HPE support resources Search Select a product as described in "Find your product" on page 13, or click the link in the Product Support drop- down list:
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You can search all HPE products by keyword, but it is usually more efficient to select a product first, using:
l Product name
l Product number
l Choose from all HPE products
l Product serial number
l Recent products (must be signed in)
Once you reach a product home page, use the search to find support content specific to that product. Search by one or more keywords or by document ID:
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If you are signed in you can use a saved search:
Advanced search Use Advanced search to refine your search:
Advanced search provides filters and options and filters, described below:
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Advanced search options
Radio Result Examples button
All Words Results contain all keywords, in any order. The space character See "Search patterns" on the functions as a Boolean AND (+). You can use search patterns. next page for examples.
Any Word Results contain one or more keywords, in any order. Space ProLiant disk array functions as a Boolean OR.
Exact Match Exact keyword pattern. Same as using quotes elsewhere. ProLiant DL380 G6
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Radio Result Examples button
Boolean Use these special characters:
+ (plus) Inclusion. The string immediately after the + ProLiant +array must appear in the results.
- (dash) Exclusion. The string immediately after the ProLiant -array - cannot appear in the results.
" (quotes) Same as quotes elsewhere. "ProLiant DL380 G6"
(space) Boolean OR. Same as Any Word. HP-UX MPE
Search patterns In Advanced search, select All words to use search patterns, with the characters listed in the table below. The plus sign (+) meaning required inclusion or Boolean AND is the default in All words, so is not listed:
Search Usage Examples Result Character
Asterisk. Matches zero or Document containing any word: more alphanumeric c000* - beginning with "c000" characters. Only one *ing - ending in "ing" * asterisk per pattern. co*ing - starting with "co" and ending with "ing" (if intervening characters are alphanumeric)
Question mark. Matches 652?4 Documents containing: ? exactly one alphanumeric 65264, 65244, but not 652864 or 652_ character. 4.
Dash. Exclusion. java -verbose myClass Documents containing "java" and No space between - and "myClass" but not "verbose". - the following character. "java -verbose myClass" If the string you are searching for includes a dash, use quotes.
Search pattern examples
Non-alphanumeric characters in both the search pattern and in the document text to be searched are replaced with a space character. (The exceptions are the question mark and asterisk search characters, which have meaning in the search pattern.) The question mark and asterisk do not match spaces, so a search pattern containing either will not match a non-alphanumeric character. Examples:
Search Pattern Document text Match Reason
PHSS?37446 PHSS_37446 No Underscore (_) in document replaced with space, ? does not match a space.
PHSS?37446 PHSS 37446 No ? does not match a space.
PHSS_37446 PHSS_37446 Yes Underscore (_) replaced with space in both search pattern and document, resulting in
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Search Pattern Document text Match Reason
an identical string.
PHSS?37446 PHSSX37446 Yes ? matches alphanumeric character X.
PHSS?37446 PHSSXL37446 No ? matches only one alphanumeric character (not XL).
PHSS_37446 PHSS$37446 Yes Both underscore (_) and dollar sign ($) are replaced with spaces in search pattern and document, resulting in identical strings.
PHSS*37446 PHSS37446 Yes Matches zero or more alphanumeric characters.
PHSS*37446 PHSSAlpha37446 Yes Matches zero or more alphanumeric characters.
PHSS*37446 PHSS-Alpha37446 No Intervening characters include a non- alphanumeric, which is replaced with a space, * does not match a space. Filters In addition to using search patterns, you can narrow your search by filtering on content type, date, and sort type. You can display a summary, specify the number of results per page, and search within results:
Advanced search filters
Filter Result
Content Content is organized by type, such as security bulletins or patch Read Me files. Use the content type types filter to search documents regardless of type, or to limit the search by checking specific content types.
Date Limit search results by update date. Select a date span from the drop-down list, or a date range range between specific dates.
Number Use the Results per page filter to specify the number of results to display per page. of results
Sort type By default, results are sorted and listed according to the closest match of your search. This is the "Score" sort. Use the Sort by filter to sort by a different column header name such as content type or content updated date. Use this filter before or after submitting your search. The current sort is displayed in the drop-down list.
Display By default, the result displays document titles. Before searching, use Show a summary to include a summary summary in the results. Security bulletin archive Security Bulletins are among the content types available to filter your search. In addition to filtering, you can use the "Archive" link next to the Security bulletin content type check box to gain access to all HPE security bulletins.
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Save a search If you are signed in you can save up to ten searches, including advanced searches. When you run a saved search, it is run against the latest version of the content repository, so results may differ from earlier searches made with the same saved search.
Partial match If a search does not find all keywords in any document, it will then look for any keyword.
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NonStop search Simplify the search for content about Integrity NonStop systems by adding the keyword "NonStop" (without the quotes) to any search. Search by document ID
If you know a support document's ID you can use it to find the document. Not all documents have IDs. Filter options are ignored in a search by document ID. If this search returns no results, be sure you have entered the ID correctly. You may not have access rights to a document based on your entitlement level, or the document may be for HPE internal use only. Find drivers and other software Download the files you need to maintain, manage or upgrade your HPE products: 1. Select a product, as described in "Find your product" on page 13. 2. On the product home page, click Get drivers, software & firmware under Download options:
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3. Select the language of the file and the operating system:
A list of files appears, categorized by type, such as driver, firmware, software, or BIOS.
How to identify your operating system Drivers and other software files are specific to operating systems. To download the right file, be sure you know both the version and the number of bits, either 32- or 64-bit, of the operating system.
l Windows: The OS version appears on one of the screens at system startup. To see if you have a 32- or 64- bit version, open Windows explorer, right click Computer, and open Properties.
l Mac: The OS version appears under the Apple symbol in the Menu bar at the top of the screen. Select "About this Mac".
l Linux: Use uname - a to see if the OS is 32- or 64-bit.
If the operating system is not listed If you select a product and language, and your operating system is not listed in the results, HPE does not currently have files for the product on that operating system, or they are not available in the selected language. Options:
l If you did not select English, try selecting English as the language.
l On Windows systems, try installing the device using the Add New Hardware wizard. Drivers for some peripheral products are pre-installed so do not need a new driver.
l For original Pavilion or Presario PC drivers, try the Application Recovery feature included on the Recovery partition or Recovery discs.
l For non-HPE products, look for drivers and software downloads at the original manufacturer's web site.
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l For Linux printer drivers, see supported devices for a list of printers supported by HPE's Linux driver (HP Linux Imaging and Printing, HPLIP). Most Linux distributions pick up the latest HPLIP software from this SourceForge site and integrate it into their distribution, so printer support within your Linux distribution may already be present. If you do not see support for your printer listed at the SourceForge site, visit printer list to check for third-party support.
l HPE drivers for Apple computers running the Mac OS X operating system are listed under Mac OS X. The same HP driver for Mac OS X generally supports different versions of the operating system (for example Mac OS X v10.2--10.5). However if several versions of Mac OS X appear, select the one that matches your system.
l Visit the HPE web site again later for new downloads.
If you cannot find the file you need HPE provides drivers for operating systems and for HPE-branded, warranty-replaced, or factory-installed hardware that is shipped on or supported by the product. For example, computers that came with Windows Vista generally only have Windows Vista drivers available for download. HPE may not have software or drivers available for the following reasons:
l You may already have the latest driver included in your operating system. Operating systems usually come with basic drivers for common components and peripherals. To install the driver, you may just need to use the operating system's Add New Hardware feature.
l Not all problems can be fixed with a driver or software update:
l There may be no driver or software file related to the problem. A different problem may be the cause. For example, a PC fan, mouse, printer port, hard drive, or USB port do not typically use a driver.
l Some error messages prompt you to repair or install a specific file. For example, Microsoft Windows may generate an error similar to the following: Windows could not start because the following file is missing or corrupt:
l HPE occasionally discontinues supporting and providing drivers for older operating systems such as Windows 95 or Windows 98. In some cases drivers may remain available as is or directly from the maker of the discontinued OS.
l A file has not been tested and qualified for a given OS. For example, a ten year old printer may not be supported on a newer OS.
l The file you need may be provided by another (non HPE-branded) manufacturer (example: Lexmark printer). Check that the product or device you need a file for is provided on another manufacturer's web site.
Most files are freely available for download. For some files you will be asked to sign in with your HPE Passport ID to determine your eligibility to access the files. Eligibility is granted if your ID is associated with a contract or warranty that includes access to those files. See Contracts and warranties help for more information. Find product top issues From a product page, select the Top issues & solutions tab to view the top reported issues according to HPE Support, followed by a link to additional top issues if present:
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Find advisories, bulletins and notices Advisories, bulletins and notices are related types of documents:
l Advisory: Describes problems and solutions for both HPE hardware and software products.
l Bulletin: An urgent communication involving safety concerns or other risks such as data loss or security vulnerability.
l Notice: General reference information. From the Product Support menu, click Top issues & solutions > Advisories, bulletins & notices:
A list appears:
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Click a title to view the document. Click the column headings to sort the list by title, content type, or updated date. Find most viewed solutions Finding most viewed solutions for a product is similar to finding top issues. In the Product Support menu, click Top issues & solutions > Most viewed solutions:
The Most viewed solutions screen appears:
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Click a title to view the document. Click the column headings to sort the list by number of views, title, content type, or updated date. Find product manuals 1. Select a product (see "Find your product" on page 13). 2. In the Product Support menu click Manuals or select the Manuals tab on the product support screen:
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The results screen lists the manuals by type:
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3. Select a language and manual type from the list. The results appear in a table:
If you select a language and do not see the manual you are looking for, try selecting English as the language. 4. Click a document title to view the document. Sort the results by title, content type, or updated date. Use task-based information Several task-based options are available. For example, click Troubleshoot a problem:
The results are broken down by operating system.
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Select an operating system from the list. Troubleshooting documents are primarily customer advisories and support information. Get help from HP is another feature available for some products. It allows you to submit or manage support cases and chat to HPE to help you find solutions to common product issues. If available for the product, a Get help from HP link is in two places: the Product Support main menu and a tab at the bottom of the screen:
Support Case Manager Click Submit or manage support cases:
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l In the Product Support drop-down list, under Get help from HP.
l Under More support options, on the right.
From the main Support Case Manager page you can perform the following actions:
Submit a new support case From the main page you have two options:
l Click Browse your contract & warranty products to see a list of support agreements, packaged support and warranties (referred to as "contracts" below):
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The list includes contracts that are associated with your HPE Passport ID, or that are part of a contract and warranty share that has the SCM role enabled and that includes you as a member. Expand the contracts in the list to see the products covered by each contract. Find the product in the list and click Submit a case on the right.
l If you already know the contract that covers the product, enter any of the following identifiers in the Contract or warranty ID field:
l Product serial number (for a warranty)
l Service Agreement ID (SAID)
l Support Account Reference (SAR)
l Packaged support ID
l Nickname If the identifier is valid and the contract is active, a list of products covered by the contract appears. Find the product in the list then click Submit a case on the right. If you are signed in, a contract does not need to be associated with your HPE Passport ID to submit a case for a product covered by the contract.
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From the Submit a case page, enter a case title, operating system and version, and provide as much detail as you can. Describe the problem and the steps you have taken to resolve it. See the sections below for examples of the type of information to provide. Problem Description
l Error messages
l Log files
l Steps to recreate the problem Location
l Alternate contact information
l Equipment address location Configuration
l Identify third-party options installed and if they have been eliminated as potential causes.
l Identify system options installed, regardless of whether they seem pertinent.
l Total memory including RAM size and configuration.
l Installed patches and service packs.
l Revision levels (if a hardware or firmware problem).
l Version updates.
l Replaced parts. Case History
l Has this problem been previously reported to HPE for the same product? If so, include prior support case numbers opened for that product.
l Actions taken by HPE, any service provider or the customer since the first occurrence of the problem. Changes to Environment
l Power- or temperature-related problems. Testing Information
l Can you reproduce the problem? If so, include the exact steps to reproduce it.
l Include crash analysis if a system crash. Contact and equipment locations Contact information is used by the support agent to communicate updates and request further data. Ensure the contact is the person who can actually work with the support agent. Be sure the equipment location is accurate, as on-site visits and parts delivery are made to this address. Troubleshooting steps taken Describe the steps you have already taken, and the results. Consider these questions:
l What were you trying to do when you detected the problem?
l What were you expecting to happen?
l What error messages did you see?
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l What programs, commands, or devices were involved?
l When did you first observe the problem?
l When was the last time the activity worked?
l What has changed since then (hardware, software, configuration)?
l If the problem is intermittent, under what conditions did the problem occur?
l What do you think is the cause of the problem?
Anticipated response time If you submit a case within the contract's coverage hours, the first available support agent will respond. For support outside of the contract's coverage hours, submit the case by phone and say that you need an "uplift" to your support contract. This will result in an additional charge. Uplift is not available in some countries. For onsite support, response time depends on the type of contract. Onsite response time is the time an engineer will be onsite to address the problem, not problem resolution time. Check the status of an existing case Check the status of an existing case by entering the case ID if you know it, in the Check case status box on the main SCM page. This will take you to a screen displaying a summary of the case which lists submitted and last updated dates, and has a link to view case details. Create a case report that lists all cases Click the View case report link to create a list of cases submitted on products covered by contracts that are associated with your HPE Passport ID, or that are part of a contract and warranty share that has the SCM role enabled and that includes you as a member. To create a case report: 1. Select one or more contracts from the list and add them to the box on the right.
2. Filter by case status and time.
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3. Click Create report. The report lists cases associated with your HPE Passport ID, by ID, title, status, and submitted and updated dates. Click a case ID to view details for the case. View your recent cases View the details of your recent cases three ways:
l Enter the case ID in the Check case status text box on the main page, then click the View case details link on the right.
l Click the case ID in My recent cases on the main page.
l Click a case ID in the list generated by Create report. The case details page lists:
l Case information including case title, customer tracking number, contract and product numbers, source (web, phone), submitted and updated dates, and current status.
l Contact and equipment location.
l Case details.
l Case history, which includes correspondence and case logging information.
l Subcases, if any. Update a case You can add comments and attachments to a case, and close a case.
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Add comments Add comments to open cases on the case details page. On submission your comments are added to the case history and the support agent is informed. Add attachments Attach pertinent documents such as program files, log files and illustrations to open cases by using the email link on the case details or case submit confirmation pages. Do not modify the email subject line. The attachments are added to the case and the support agent is notified. You will receive a confirmation email when they are processed. You cannot access documents attached to a case through Support Case Manager. For security reasons, send the email from the same domain address as the domain of the case contact's email address, if possible. (The domain is after the @. For example: @mycompany.com.) Email delivery time is not guaranteed. Close a case On the case details page, under "additional comments and attachments or request to close", enter a brief explanation of why you want to close the case, and update. Cases are not automatically closed as the result of a request. A support agent closes the case after reviewing the request. Edit SCM settings If you submit cases on a regular basis, it may be convenient to prefill contact and preferred equipment location values, and specify their source: Contact drop-down list prefill: Specify the origin of the contact list on the case submit page. Use the contact data from one of the following:
l The contract you are using to submit the case.
l The contract you are using to submit the case, and your HPE Passport profile, and the contact data used the last time you submitted a case. Preferred contact data prefill: Specify how you want your contact data prepopulated in the support case contact fields. Options:
l Do not prefill: Use when the contact data changes frequently or when you use the contact drop-down list to populate the fields.
l Prefill from your HPE Passport account: Your name and contact information.
l Use last entered data: Useful when the same contact information is used every time.
l Use data from support agreement: The contract you are using to submit the case. This is useful when the contract includes the contact person who is dedicated to handling cases with HPE. Preferred equipment location data prefill:
l Same options as Preferred contact data prefill. Save to make the selected options become your new default settings.
Note: Datacenter Care customers must add their Datacenter Care SCM pin code to their profile before submitting cases. In Edit SCM settings, add the code in the "Support Case Manager PIN" field, and save.
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Warranty check Use warranty check to retrieve service type and level, coverage dates, deliverables, and other details associated with the warranty. Click Warranty check from Repair & warranty in the main menu, or under Main support options on the right:
Enter product serial numbers in the form. You can check up to twenty warranties, active or expired, at a time. The country of purchase defaults to your current locale. Change it if necessary using the drop-down list:
The expiration date of a warranty is based on the purchase date, if the product was registered with HPE. Otherwise it is estimated based on the manufacture date. Warranty check does not retrieve support agreement information. For support agreement information click the Software updates and licensing link under More support options:
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Access requirements You do not need to be signed in with your HPE Passport account to use warranty check. Signing in does however provide you with the option of linking warranties to your account. It also lets you store, view, and manage your products more quickly and easily. Location of serial number and product number You must provide the serial number (preceded by "Serial" or "S/N"), which is typically located near the product number on the label. You may also need the product number. The product labels below show typical serial number (1) and product number (2) locations:
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Contact HPE Support if you cannot find the label. Warranty information is not found, or error returned If the results page lists an error for a particular entry, verify your data entry. If you re-enter the values and it still returns an error, contact HPE Support. If you entered multiple numbers, you can remove the number that caused the error and try again. Patch management Use Patch management to identify and install patches for operating systems and many products. Click Patch management from Download options in the Product support main menu or from the More support options section on the right:
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HPE releases updates, in the form of patches, based on issue resolution and functional enhancements. These updates are an important part of maintaining a system's health. System administrators and other users can keep their operating environment up to date by downloading and installing patches and product update sets. You must be signed in with your HPE Passport ID and have an active HPE support agreement linked or shared to your account. For more information see Patch Access for HPE Operating Environments. Patch management has sections that display your patch privileges, patches available for any system, patches for your uploaded HP-UX system, and links for more information about certain operating systems: My patch privileges Click View my patch access in the left navigation area of Patch management, to reach My patch privileges:
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My Patch Privileges lists your access to patches for various platforms. You have entitled access if your HPE Support Center user profile is associated with a valid support agreement, by one or more of the following means:
l You are linked as the owner, in single mode, to a contract that enables access.
l You are linked in multiple mode to a contract that enables access.
l You are a member of a user group associated with a contract share that includes a contract that enables access.
l You are a member of a user group associated with a device group containing a device that is covered by a contract that enables access. My patch privileges also indicates your current role in HPE Support Center: customer, authorized partner, or employee. If patch access is "No", click the lock icon to see a summary of the type of contract you need to enable access:
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See More Information on Access to HPE Support Materials for details, and contact your local HPE office or sales representative, or Contact HPE to learn more. Find a patch if you know its ID Find a specific patch if you know its ID, using the search box on the left navigation bar:
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Patches for any system
Click an operating system in the list to reach a search page specific to that operating system:
Select the OS revision and search method from the drop-down lists:
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The search methods are as follows:
l Search by keyword. Enter the keyword in the Search text text box and use a radio button. If using Boolean, use standard search characters (plus, minus, quotes, asterisk) to narrow your searches.
l Search by patch IDs if you know the ID of the patch.
l Browse patch list returns a complete list for the selected context. Each row in the search results table includes a description, the patch ID, which is a link to the details page, and optionally, a symbol:
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Symbols are defined in the glossary:
Click the text next to any item in the glossary for details. Click a patch ID to go to its details page where you can view the readme file and add the patch to your patch list. Find Patches by Product On the main patch page, if you have a patch privilege:
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Select by product to see patches and product documentation:
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Download product patches the same way you download OS patches. Patch Bundles A patch bundle is a set of patches for HP-UX that have received extra testing as a group and are packaged together, with the individual patches intact. A patch aggregate kit is one large patch kit (for OpenVMS and Tru64 UNIX), that contains several individual patches that have been repackaged. On OpenVMS these are also called "update kits". Select an OS from the list to reach the patch bundle index. If you know the patch ID, enter it in the search box and click find bundles. Or click a release to see its contents. Multiple bundles are sometimes packaged in the same depot, and must be downloaded as a unit. In this case, the depot name is listed instead of the bundle name. Add a bundle to a patch list Click Add to my Patch List to add the bundle. If any of the patches in the bundle have acquired warnings since the bundle's release, you can select replacement patches. A table lists all the patches in the bundle for your reference. Selected patch list The staging area for downloads, Selected patch list appears when you add to selected patch list from the patch results list or from a patch details page. You can also reach it from My patch list in the left navigation bar.
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Each OS and revision combination has one associated patch list. If you used My Uploaded HP-UX System, lists for your uploaded system appear here as well. The lists are separated to facilitate the bundling of patches for a particular system. Selected patch list also contains patches required by the patches you have already selected. Required patches are considered part of the total solution so are included in the selected patch list. Use the Remove button to remove unneeded patches. This removes both the original patch and any of its required patches. If you already have a required patch, skip downloading it by unchecking the associated check box.
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Download Patches
Click Download selected from a patch list to reach the download patches page:
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To add or remove patches to be downloaded, return to the selected patch list using the link on the left navigation bar. Click Download selected again to return to the download patches page. To download all selected patches at once, select the file package type (zip, gzip, or tar) before downloading. MPE users must use tar. Download patches individually using the download button next to the patch. File fingerprints To validate that patch content has not been tampered with, corrupted or otherwise altered since it was created, file fingerprints are displayed for all content on the download list. These are provided by the patch content creator and are validated by HPE Support Center. The HPE standard mechanism for file fingerprints is MD5 message digest hashes. The md5sum command is a more secure alternative to the cksum command. It is based on the standard MD5 algorithm which provides 128-bit long fingerprints and which enables you to verify with a very high degree of certainty the integrity of a downloaded package. Checksum fingerprints are also displayed when they are available. The cksum command is a file integrity checker currently available on HP-UX, Tru64 UNIX and Linux. A variant is available on OpenVMS. It is based on a weak (by current standards) cyclic redundancy check mechanism (32-bit wide), and is prone to high collision rates. Checksum fingerprints should be used with caution since they are platform-dependent. For example checksum fingerprints generated for OpenVMS can only be validated with OpenVMS.
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Corrupt download archives In some cases, when patches are downloaded as a zip package using Microsoft Internet Explorer, a "corrupt archive" message appears when trying to unzip the package. This may happen even though there were no error messages during the download and it appears the package was built correctly. The problem is caused by either a large download timing out on the client side before it starts due to zip ramp up overhead, or the client machine runs out of space mid-download. The problem is unique to Microsoft Internet Explorer, which buffers all downloads. For example, a 5 MB download really requires 10 MB of space during the download. If the download fails, there is no error message but the resulting file is truncated. To correct this problem:
l Ensure there is adequate disk space for buffering on the hard drive.
l Download patches in smaller batches. Patches for my uploaded HP-UX system
If you have access to this feature, you can find HP-UX patches customized to your system by running a script that creates an inventory, and uploading the results to HPE: 1. Download swainv1 via ftp or http. 2. cd to the directory containing the swainv script, set execute permission, and run it. You do not need to be root. The results of the script are written into the ascii file inventory.xml. 3. Upload inventory.xml to Patch Management. After you have uploaded the file you can search for patches, bundles, products, and patch sets applicable to your system. You can also perform a patch assessment to find the set of patches necessary to bring your system to the correct patch level. See Patching HP-UX systems for details (you must be signed in to view it).
1swainv is a Posix shell script that collects the names and revisions of all the products installed on your system.
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The "Assessing patch requirements" feature for HP-UX provides system administrators the ability to upload current system information and run a patch assessment, which determines what if any patches are required to bring the system up to date. Other patches available Only patches for current HPE OS and products are directly available on the HPE Support Center. Use the links in the left nav bar to find:
l Patches for older software and hardware - links to a site containing archived patches for HPE systems and software no longer under support or no longer being patched.
l Red Hat, SUSE, and Debian Linux - links to the Linux search page, to these vendors' sites
l Windows - link to the Microsoft web site on the Windows search page, for Windows OS patches. More information: HP-UX, OpenVMS, Tru64, MPE/iX Click the links below for detailed information about patches for these operating systems:
l HP-UX
l OpenVMS, Tru64 UNIX, and MPE/iX Diagnostic passwords HPE has proprietary hardware diagnostic support tools for specific products, such as HP 9000 and HP Integrity servers running HP-UX. These tools are password protected. HPE service personnel use these tools to perform hardware support. HPE also provides certain customers access to the passwords to use these tools. See Download options under the Product Support main menu:
If you have access to these tools, you should only use them if you are knowledgeable about them, since misuse can result in serious system problems. If you inadvertently cause damage to your system through misuse of these tools and need HPE help repairing that damage, you will incur additional expense not covered by your support agreement. The available passwords are displayed in a table listing the appropriate system type and the time period for which the password is valid. You need a new password to run the diagnostic support tools once the limited time period expires, which is typically every six months, beginning February 1 and August 1. Information about how to apply the passwords is displayed below the table.
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The password may be replaced by one of two terms:
l Expired - The time period has elapsed and a new password is not currently available.
l Obsolete - The system is no longer supported, so that a password is either no longer required or available. In both cases no time period is shown. Customer Self Repair Customer Self Repair (CSR) is available for certain products: CSR is available in most countries. It allows HP to ship replacement parts directly to you once a failure has been confirmed. Parts are generally shipped overnight. CSR warranty terms and conditions are included in the warranty statement for the product, which can be found in the box with the product. Check eligibility Check the status of the warranty that covers the product using Warranty check. Click the link on the left:
Determine the self-replacement option type On the CSR page for a product, a table lists the parts and the self-replacement option available for each:
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The options are:
l Mandatory. On-site or return-to-depot support for replacement of this part is not provided under the warranty. You can install this type of part yourself or pay HPE service personnel to do it. It typically does not need tools to replace, consists of a single part, has minimum cabling, and is plug-and-play.
l Optional. You can replace this type of part yourself or have it replaced by HPE service personnel at no additional charge during the warranty period. Replacement may require tools, the removal of other parts, more involved cabling, and potential configuration/setup following replacement.
You can replace parts yourself even if you have packaged support or contract that provides on-site support. Ask that the replacement parts be shipped directly to you. You can then replace the parts at your convenience. If you do not want to replace a part yourself, and the product is covered by a warranty, you can, in countries where it is allowed, purchase on-site replacement of the part by HPE service personnel. The cost will include only labor and travel because the parts are covered under the warranty. If you damage a part while replacing it, the situation is the same as if HPE service personnel damaged the part. The warranty will cover the second repair.
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Order parts
How you order parts depends on the state of the product warranty:
l If active, submit a support case using the Support Case Manager (SCM). Click the Submit or manage support cases link.
l If expired, click the Buy replacement parts link. Status & assistance Fill in the form to get help on an existing SCM case, such as the status of a replacement part. Be sure to pick a subject and include the case number:
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Instructions and videos This tab provides a link to repair videos and animations, if any, and lists links to instructions for removing and replacing parts of the product:
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HPE Support Center: User Guide Page 58 of 152 Insight Online My IT Environment
Sign in and select the Insight Online My IT Environment tab to see the dashboard, which displays overview information for devices, service events, cases, and contracts and warranties:
From the Insight Online My IT environment, you can perform the following actions:
l "Register devices" on page 60
l Manage your devices, device groups and solutions
l "Manage your user groups" on page 81
l "Manage contracts and warranties" on page 87
l Create and view reports
l View your message log In addition you can access the following feature services:
l "Support cases" on page 100
l "Service events" on page 105
l "Service Credits" on page 107
l "My document repository" on page 124
Insight Online supports a maximum of 1500 devices per HPE Passport ID.
HPE Support Center: User Guide Page 59 of 152 Register devices Successful registration of devices assumes the following:
l For central connect devices, you have correctly installed and configured Insight RS, and specified your HPE Authorized Channel Partners in the Hosting Device Setup Wizard.
l For direct connect devices, you have registered using the iLO or OA interface, and completed the registration process in Insight Online. The registration process in Insight Online includes specifying HPE Authorized Channel Partners. Another user in your company may have completed this registration process, and shared the contract and warranties or devices with you. In that case you will see the devices. For detailed information about setting up these devices, see the HPE Insight Remote Support and Insight Online Setup Guide for HPE ProLiant Servers and HP BladeSystem c-Class Enclosures. If the above steps have been completed, devices registered using:
l The central connect method are visible without any action on your part.
l The direct connect method requires you to complete their registration as described below: Complete direct connect device registration 1. Sign in. 2. Select the Insight Online My IT Environment tab. 3. Click Devices with incomplete registration:
4. The Complete device registration page appears. Select one or more devices, then click Next. You can complete registration for multiple devices at one time if they share site, contact, and channel partner information. 5. Enter site and support information, then click Next. The Provide HPE Authorized Channel Partner information page appears:
HPE Support Center: User Guide Page 60 of 152 6. Do one of the following:
l If your support provider is HPE, accept the default settings.
l If your support provider is an HPE Authorized Channel Partner, enter the partner location ID. Click Check ID to verify that the correct partner is selected. 7. Select the Optimize my IT environment check box to allow HPE or an HPE Authorized Channel Partner to contact you about optimizing your environment.
If you choose to have a channel partner manage your devices, select this option to allow the partner to see configuration details for the devices.
8. Click Next. The Validate and submit page appears. 9. Click Complete registration. If you select more than 15 devices:
l The registration is submitted by a batch process, whose name is "DC_REG" plus the timestamp in Coordinated Universal Time (UTC). For example: DC_REG 2013–10–30 12:39:59:999 UTC
l You are prompted to continue and to optionally provide an email address to receive a notification that the batch process has begun, and a notification when it has completed. Use the batch process name to look up the status of the process in your "Message log" on page 122.
l Devices in the list are grayed out if you do not have administrative privilege to modify them, or if they are part of a current batch process submitted by you or another user. When you receive the email saying the batch process is complete, you can click on the refresh devices button to remove the devices included in your batch process from the list, and to update the count of unregistered devices on the dashboard.
HPE Support Center: User Guide Page 61 of 152 The email notifications contain summary status information and a link to your message log which contains more details. If you select 15 or fewer devices:
l The submission occurs interactively and the result appears on the next page with status about registration and about contract and warranty linking. When you complete registration, if you provided partner information and selected to have your IT environment optimized, the partner will be able to view and manage your devices from the My Customers tab. For more information, see HPE Authorized Channel Partners. You can change the partner information, contact information, and the optimize my IT environment selection for direct connect devices at any time:
l By group. See Edit service information.
l By individual device. Click on the device, and in the Configuration area of the Overview tab, click on the Edit links in the Partners and Support contacts sections:
Primary and secondary support contacts must be different. Edit service information Once you have completed registration of direct connect devices, you can edit their site, support contact and partner information as a group. Select Edit service information from the Dashboard or Devices, to reach the page:
HPE Support Center: User Guide Page 62 of 152 Then complete the following steps: 1. Select groups from Select device groups and click Next. The list shows only device groups that contain direct connect devices that you have administrative privileges to modify:
2. Select target devices whose information you want to change and click Next. Only direct connect devices that you have administrative privileges to modify are listed. 3. Edit service information. Edit site, primary and secondary service information and support contact information. Primary and secondary support contacts must be different. Select an HPE Authorized Channel partner. You can select HPE or if you select a different partner, provide that partner's location ID. Select to optimize your IT environment. That is, consent or do not consent to having HPE or an HPE Authorized Channel Partner contact you about optimizing your environment. Select this option if you plan
HPE Support Center: User Guide Page 63 of 152 to have an HPE Authorized Channel Partner manage your devices. See Enabling access to customer’s device information for details. 4. Validate and submit the new information. The changes are applied to all the devices you selected. Changes are submitted by a batch process. The name of the batch process is "DC_EDIT" plus the timestamp in Coordinated Universal Time (UTC). For example: DC_EDIT 2013–10–30 12:39:59:999 UTC You are prompted to continue and to provide an optional email address to receive a notification when the batch process has completed. Devices included in a batch process submitted by you or by another user remain in the device list but are grayed out. When you receive the email notification that your batch process is complete, you can click on the refresh devices button (Refresh devices) to return the devices included in that process to their normal state. The email notifications contain summary status information and a link to your message log. Use the batch process name to look up the status of the process in the message log. For central connect devices, you must change this information in the Insight RS Hosting Device user interface.
HPE Support Center: User Guide Page 64 of 152 Manage your devices, device groups and solutions When you first sign in, the dashboard is the initial display. Click Devices on the left or select Devices from the main menu:
This will take you to the All devices view:
HPE Support Center: User Guide Page 65 of 152 The All devices view The All devices view is similar but not identical to a view of "Your default device group" on page 72. The All devices view is a mixed view, containing:
l Device groups shared with you by other users. These device groups may be top-level groups, child groups, or lowest-level groups, in the environment of the user who shared the group with you.
l Second-level (child) device groups you created.
l Individual devices registered using the direct connect method, whose registration must be completed.
l Individual devices in your default device group that you have not put into a child group.
l Individual devices that you have put into a child group, that you have not removed from your default device group.
l Solutions. Hover your cursor over an object to display summary information. Click a summary to view details. For a device whose registration is complete, click the device to go to its individual screen. To simplify what you see in the All devices view, you can create child device groups (see "Create a device group" on page 74), put devices into those child groups, then remove the devices from your default device group (using Manage device groups > Edit device groups and selecting your default device group). Then only groups, consisting of child groups and groups shared with you by other users, will appear in this view.
Insight Online supports a maximum of 1500 devices per HPE Passport ID. Types of objects displayed The All devices view contains three types of object: device groups, solutions and devices:
These objects are displayed in the following order: 1. Device groups 2. Hosting devices (physical and virtual machines) 3. Solutions 4. Incompletely registered devices 5. Critical devices
HPE Support Center: User Guide Page 66 of 152 6. Normal devices 7. Manually added devices By default these are sorted by status. From the drop-down list you can: Sort, by device:
l Name Filter, by device:
l Type (critical, normal, non-remote)
l Problem (monitoring, collections)
l Registration issue (These devices cannot be monitored or analyzed. Contact your service partner or HPE to resolve.)
l Overdue communication Devices Devices can be remotely supported or manually added. Remotely supported devices typically have a management protocol such as SNMP1 or WBEM2 installed. Remotely supported devices include:
l Servers, storage systems, solutions and switches, registered for remote support using the central connect method. With central connect you register the device to communicate with HPE through an HPE Insight RS centralized Hosting Device in your local environment.
l ProLiant Gen8 and later servers registered for remote support using the direct connect method. This method is available using HPE iLO 4 Management Engine 1.40 or later, or Intelligent Provisioning 1.60 or later.
l BladeSystem c-Class enclosures registered for remote support using the direct connect method. This method is available using the OA3 4.11 or later.
Note: To address third-party software vulnerabilities, HPE recommends using:
l iLO 4 2.03 or later
l OA 4.30 or later To access the iLO or OA web interfaces, you must enable TLS4 in your browser. TLS is the s uccessor to SSL5.
A manually added device is not registered but is added by you locally within Insight Online. See "Add a device manually" on page 69 for details.
1Simple Network Management Protocol 2Web-Based Enterprise Management 3Onboard Administrator 4Transport Layer Security 5Secure Sockets Layer
HPE Support Center: User Guide Page 67 of 152 Device states Devices may be in different states:
l Incompletely registered (direct connect only)
l Remote health status displayed (direct connect only)
l Critical
l Normal
l Manually-added (so not remotely supported) A device can be an Insight RS Hosting Device. An Insight RS Hosting Device may be a virtual machine or a physical server. In both cases the Insight RS Hosting Device:
l Appears in the device view as a normal device, named "Insight RS host"
l Can be added to child device groups
l Is part of the device count, both overall and within device groups When the Insight RS Hosting Device is:
l A virtual machine, it is not included in counts of service events, remote support issues, cases, or contracts and warranties, and information about those features is not available. Its device type is listed as a type of virtual platform.
l A physical server, the device type and model of the physical server are displayed. Icons and text in individual devices For individual devices, the view displays the following:
Icon or text Meaning
Incomplete A device was registered using the direct connect method, and its registration must be completed. Click the device to complete its registration. Devices with incomplete registration remain in your default device group, or in default device groups shared with you by other users. Once you or the user who has shared the device group with you has completed the registration you can move the device to a child group.
Orange exclamation point Device has a remote support issue.
Green square with check Device has normal service event status.
Device has a critical service event. Red circle with X
Device name Typically a name you entered when registering the device. Otherwise obtained automatically from the Windows “ComputerName” property, or through the AMS1, which is a lightweight service that collects OS-based i nformation and provides it to iLO.
1Agentless Management Service
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Device type/model Example: HW / HPE Next Generation ProLiant DL380 server. Delete a device From the Actions drop-down list on an individual device page, select the Delete device menu item:
The result of deleting a device from Insight Online depends on the type of device and connection method:
l You can delete manually added devices entirely.
l You cannot delete central connect devices in Insight Online. The menu option is available but disabled. To delete such a device, use the Insight RS console. Select the device in the Device Summary tab, then select Actions > Delete selected.
l You can delete direct connect devices, but note that this is not a true delete or unregister; it only removes the device from the Insight Online view of devices. To delete such a device, go to the device management user interface where the device was originally registered (iLO, Intelligent Provisioning, OA) and disable or delete the device there. Delete the device from Insight Online only as a last resort, and only if the device remains in the Insight Online view even after you have disabled or deleted the device as described. See the HP Insight Remote Support and Insight Online Setup Guide for HP ProLiant Servers and HP BladeSystem c-Class Enclosures for more information about deleting central connect and direct connect devices. Refresh devices Device groups shared with you, devices, device properties, and contract and warranty information may all be added, removed or modified outside Insight Online while you are signed in. Batch processes that finish can change device counts and the content of device listings. Click the refresh devices button in the upper right to bring Insight Online's view of these items up to date:
The effect is the same as signing out and signing in again. Add a device manually You can add devices manually in Insight Online, using Add Devices, but doing so does not register the devices for remote support.
HPE Support Center: User Guide Page 69 of 152 This means that you do not see service events or configuration details for those devices. However, adding devices may still be useful since it allows you to view contract or warranty details for these devices, and allows you to see all your devices, whether remotely supported or not, in one place. Devices are always associated with a contract or warranty, even if the contract or warranty has expired. Contracts and warranties associated with remote support devices are automatically linked to the HPE Passport ID registered for the device, and are visible in Insight Online. However adding a device in Insight Online manually requires that you first identify the contract or warranty that covers the device, and then link it to your HPE Passport ID. If the device you want to add is not listed in the contracts and warranties that are linked to your HPE Passport ID, you must find a contract or warranty that covers the device, add it, and link to it. See Link contracts and warranties for more information. Manually added devices display a gray icon in the device view (on the right, below), that indicates the device is not registered for remote support:
Devices with expired contracts or warranties Devices whose contract or warranty has expired are still displayed in the devices view, with “Support Expired” displayed:
HPE Support Center: User Guide Page 70 of 152 If support coverage for a device has expired, contact your HPE Services sales representative or HPE Authorized Channel Partner to purchase continued support coverage. Claim an HPE storage device From the Devices or Dashboard menus, you can claim an HPE storage device:
Claiming allows you to complete Insight Online remote support registration by assigning ownership of a storage device that previously had no ownership set. Unlike devices that you add manually, device status, service events, support cases, and associated contracts and warranties will be listed for devices you claim. To claim a device, provide:
l Product serial number
l Product number
l Service Agreement ID (SAID)
l Support Account reference (SAR) You have three attempts to enter these values correctly before being locked out for one minute.
HPE Support Center: User Guide Page 71 of 152 Upon successful claiming of a device, a refresh occurs and the device will appear in your device list. You can then click on the device to review and if necessary update the partner, optimization opt in, and support contact information for the device. Device groups A device group is a container that you create or that another user has shared with you. You can perform the following tasks:
l Hover your cursor over a device group to see summary information such as totals for critical service events, devices with remote support issues, cases, and expired contracts and warranties.
l Click a summary to view details.
l Click a device group to see devices and child device groups within it. Your default device group When you first sign in, Insight Online creates a default device group named according to the information you provided in your HPE Passport account profile, in the form: first name + last name + "Devices" For example, Marie Curie's default device group is: Marie Curie Devices Each user has only one default device group. Your default device group contains:
l Devices recognized as being associated with your HPE Passport ID, registered through either central or direct connect methods, that you have not moved into a child device group.
l Devices you add manually that you have not put into a child device group.
l Child device groups you create. Every device group is associated with a user group. You are the only user in the user group associated with your default device group, and you cannot add users to it. To give other users the administrator role, or any other role, for your default device group, create another user group or use an existing user group, assign roles to it, and associate it with your default device group. To do so, click on Manage device groups then Edit device group in the Actions drop-down list at the far right, and follow the procedure. Your default device group does not appear by name in the All devices view, because the view is displaying (among other things, as listed above), the contents of your default device group. To see your default device group, click on Manage device groups in the Devices submenu:
HPE Support Center: User Guide Page 72 of 152 From there you perform such functions as adding and removing devices, adding and deleting child device groups, and updating the contract and warranty status of the devices in the group.
Note: If you have purchased a new contract that covers a device, or the ownership type of an existing contract associated with a device changes, use Run contract and warranty update to update the association. See "Run contract and warranty update" on page 91 for details.
In the All devices view, you cannot distinguish child groups created by you from groups shared with you by others:
Look at Manage device groups when you need to make this distinction. In Manage device groups, child groups created by you appear under your default device group. They are indented:
HPE Support Center: User Guide Page 73 of 152 Groups shared with you by other users on the other hand appear in Manage device groups at the same level as your default device group. That is, they appear at the top level, not indented:
This does not necessarily mean they are top-level groups in the environment of the user who shared them with you. A group shared with you could be a child (second level) or bottom (third level) group in the environment of the original user, and it will still appear at the same level as your default device group. If another user shares two or three levels of groups with you, the topmost shared group appears at the same level as your default device group. Sharing a device group does not share its child groups. Child groups must be explicitly shared to make them visible and accessible. This means that if another user shares a device group with you but not its child groups, you will not be able to see child groups under that device group, even if you are an administrator. This can cause side effects such as in device and group counts, and in a possible inability to delete a device group. If that happens contact the other administrators of the device group you are trying to delete. The administrators are listed in Manage Device groups in the Device group administrators column.
You can rename any device group, but you should be careful about renaming your default device group, especially in a complex environment with many users and shared device groups, because the name is the only indication that it is your default device group.
Create a device group Device groups let you arrange your devices into logical groupings to make managing your environment easier. Put devices that you want to manage in the same way, or that have something in common, into a group. Device groups you create in Insight Online are child device groups, typically within your default device group. The default device group is created when you first sign in, and is associated with a default user group containing only yourself. You can create two levels of device groups. Your default device group can contain child device groups (second level) which can in turn contain child device groups (third and lowest level). Create second- and third- level child groups as a way to organize large numbers of devices into categories. When you create a child device group, you must associate it with at least one user group. Your own HPE Passport ID is in the default user group, which is always listed, so you can add that first, and add other user groups later. In this way you can construct a meaningful set of child device groups, and add user groups to them afterwards.
HPE Support Center: User Guide Page 74 of 152 All devices associated with your HPE Passport ID are in your default device group to begin with. Devices must be in at least one device group, and can be in more than one device group. For example, you can create a child device group based on function, such as servers, and another child device group based on location, such as Houston, and put the same devices into both groups. You can associate each device group with a different user group. Devices that you put into a child device group remain in your default device group unless you remove them. After you put devices into child groups, you can then remove them from your default device group (using Manage device groups > Edit device groups and selecting your default device group), to simplify what you see in the top-level All devices view. If you have more than 60 devices in a device group, HPE recommends that you move the devices into child groups. This is just a guideline, to make the management of your devices easier and improve the performance of the device page. When other users share device groups with you, you see those groups in your All devices view. To create new child device group, complete the following steps:
l Click Manage device groups in the Devices submenu.
l Click Create new child device group in the Actions drop-down list at the far right of your default device group, or of a second-level child device group:
Then follow the four-step procedure: 1. Provide a group name and description and add devices:
Click Next.
HPE Support Center: User Guide Page 75 of 152 2. Verify the derived contracts and warranties associated with the device group. Click Next. 3. Associate a group of users with the device group. You can create a new user group or select an existing user group. Click Next. 4. Assign feature service roles to the members of the user group. (See "Assign roles to user groups" on page 83.) Click Next. Insight Online creates a derived contract and warranty share (described in Share contracts and warranties) automatically when you create a device group. Device group roles When you create a device group, you must assign the roles of administrator and member to at least one associated user group. You are the device administrator of any device group you create. You can edit a device group that you have created or that has been shared with you as an administrator. Administrators and members can perform different actions: Table 8.1 Device group administrator and member actions
Action Admin Member
Can add and remove devices x
Can add and remove associated user groups x
Can modify roles assigned to associated user groups x
Can delete the device group x
Can create child device groups x
Can view device information x x
Can view contracts associated with the device group x x
In addition to administrator and member, you assign other roles to each user group to enable feature access. See "Assign roles to user groups" on page 83 for details. Delete a device group Click Delete device group in the Actions drop-down list in the row containing the device group, in Manage device groups:
HPE Support Center: User Guide Page 76 of 152 Note that it is possible for a device group to contain child groups that you cannot see, if they have not been shared with you. For example:
l You have shared a device group with another user and that user has created a child group within that group and not shared it with you.
l Another user has shared a device group with you and that user has created a child group within the shared group and not shared it with you. (Sharing a group does not automatically share child groups within it.) In these scenarios you will not be able to delete the device group. You must contact the other administrators of the device group. Though you cannot see an unshared child group or know exactly who the creator is, the creator will be one of the administrators of the device group, since only an administrator could have created a child group. The email addresses of the administrators are listed in Manage Device groups in the Device group administrators column. Contact the administrators in the list to find out which of them created the child group, and ask the creator to share the child group with you or to delete it.
Each device group displays the following: Table 8.2 Icons and text in device groups
Icon or text Meaning
Group name User defined. If the name is truncated, hover over the name to see the complete version.
Red circle Devices in the device group with critical service event status.
Green square Devices in the device group with normal service event status.
Orange exclamation point One or more of the devices in the group has a remote support issue. Hover over the device group to see the number.
Device total Number of devices in the device group.
Group total Number of child groups in the device group. For device groups shared with you, this total only includes the number of child groups within that have been shared with you. (Sharing a device group does not automatically share child groups within it.) Solutions A solution is a collection of devices configured together for a specific business purpose. Solutions are created and managed in Insight RS and are read-only in Insight Online. In Insight Online, solutions have characteristics of both devices and device groups. The differences can be seen in two contexts, "solution as container", and "solution as device", explained below. Solution as container A solution behaves like a device group, in that it contains devices, and its details screen lists totals for the devices it contains. In Insight RS, the devices in the container are the components you add to a solution.
HPE Support Center: User Guide Page 77 of 152 1. In the All devices view, click a solution:
The resulting screen displays the devices in the solution, similar to a device group:
2. Click View details to view solution details, similar to a device group details screen:
You can also reach the solution details by hovering over the solution in the All devices view to reveal View details:
HPE Support Center: User Guide Page 78 of 152 Solution as device In the All devices view, a solution looks like a device. The solution is associated with a particular device, which you specify in Insight RS when creating the solution, using the following fields:
l Name
l Type
l Serial number
l Product number
l Product model
l Custom delivery ID In the All devices view, view the details of the solution as device as follows: 1. Click a solution. The resulting screen displays the devices in the solution, similar to a device group. In addition, the device associated with the solution itself is listed first, on its own row. 2. Click the device in the first row to view the details of the device:
HPE Support Center: User Guide Page 79 of 152 The device details are similar to those of any other device:
HPE Support Center: User Guide Page 80 of 152 Manage your user groups You create user groups for the purpose of assigning certain roles to users, for:
l Device groups
l Contract and warranty shares A role is a permission granted to the user group to access services such as patch management or Service Credits. Roles are assigned in the final step of the process of creating a device group or a contract and warranty share (referred to as a "share" below). Create a user group You can create a user group at any time:
You can also create a user group when you need it, during the process of creating a device group or a share:
HPE Support Center: User Guide Page 81 of 152 To create a user group, first provide a name and description:
Add members and administrators, and submit:
HPE Support Center: User Guide Page 82 of 152 You do not have to create a new user group for each device group or share. User groups have a many-to-many relationship with device groups and shares:
l A device group or share can have many user groups associated with it.
l A user group can be associated with many device groups and shares. The roles enabled for each association are distinct. However, for some roles such as Software updates or Patch, as long as the role is enabled for you from one device group or share, you have access to that service. Users in a user group are administrators or members. You are an administrator of any user group you create. User group administrators can perform these actions:
l Add and remove user group members
l Assign user group admin privilege to a member
l Delete the user group Assign roles to user groups When creating a device group or a share, the final step is to assign roles to each user group. Select the check boxes to assign the roles:
HPE Support Center: User Guide Page 83 of 152 If you want to assign different roles to different groups of users, use a separate user group for each role. Role names and descriptions are grayed out if there is no contract or warranty associated with the device group or share that enables them. You can still check a role that is grayed out. This allows you to set the user group up with the roles it needs ahead of time. Adding a contract or warranty at a later time that covers the role will activate a grayed-out role that you have checked. Roles for device groups and shares are as follows:
Role Description
Device group administrator and See "Device group administrator and member actions" on page 76 for member details.
Service Credits administrator* Can redeem credits for services, schedule, reschedule, cancel services, receive notifications of scheduled or expiring credits.
Service Credits member* Can view: Service Credits, HPE Services exchanged for those credits, HPE services available for exchange of those credits.
Patch management* Can access the patch management page, and patches for operating systems.
Diagnostic passwords* Get passwords for HPE support tools for certain products.
Software updates and licensing* Populates the list of SAIDs in the drop-down list at the initial page of the Software updates and licensing site (following the link on the HPE Support Center Product Support page).
* If a share, enabled directly by a contract in the share. If a device group, enabled indirectly by a contract associated with a device in the device group.
HPE Support Center: User Guide Page 84 of 152 Roles apply equally to all users of a user group If you assign a new or existing user group to the device group or share you are creating, the roles you assign to the user group apply equally to every user in the user group. You are assigning roles to the group as a whole--it does not matter whether any given user is an administrator or a member of the user group itself. In the table below for example, two user groups are created for a device group. One of the user groups is assigned the role of device group administrator and the other the role of device group member. Note that Francis Lee, though only a member of the user group, becomes an administrator of the device group. Similarly Pradesh Jones and Akiko Yamada, though administrators of the user group, become members of the device group: Table 9.1 Roles are assigned group-wide
User groups and users User group Assign this device group role to the Device group privilege user group role
"Paris device group admins"
- Marie Curie admin admin admin - Francis Lee member admin
"Paris device group members"
- Pradesh Jones admin member member - Akiko Yamada admin member
If you want everyone in the user group to have administrator role for the device group or share, you only need one user group. Assigning device group administrator and share administrator roles does not enable other roles. Your default user group When you register devices remotely you assign your HPE Passport ID to those devices. When you sign in to Insight Online with that same ID, those devices appear in the main devices view in your Insight Online My IT Environment tab. These devices are in your default device group, which is created automatically. At the same time, a default user group and default contract and warranty share are created, whose names have the same structure as the default device group (using HPE Passport profile first and last name):
Default structure Example
Default device group Marie Curie devices See "Your default device group" on page 72 for details.
Default user group Marie Curie default user
Default contract and warranty share Marie Curie devices (same as default device group name)
HPE Support Center: User Guide Page 85 of 152 Default structure Example
See "Derived contracts and warranties" on page 88 for details.
You are the only user in your default user group, and you cannot modify it. If you want other users to access your device groups or shares, create a separate user group. Delete a user group
As a user group administrator you can delete a user group. Exceptions:
l You cannot delete a user group if it is the only user group that is assigned the administrator role for a device group or a share.
l You cannot delete your own default user group.
HPE Support Center: User Guide Page 86 of 152 Manage contracts and warranties Contracts and warranties include support agreements, packaged support, and warranties.
Contracts and warranties are managed through HPE’s Support agreement manager website. Click the link in the submenu to reach the site:
HPE Support Center: User Guide Page 87 of 152 When you sign in to Insight Online using your HPE Passport ID, devices that you registered remotely using that ID, and their associated contracts and warranties, are visible to you. These contracts and warranties were derived, and linked to your HPE Passport ID automatically. Derived contracts and warranties In your list of contract and warranty shares, some are derived by Insight Online. Derived means that Insight Online determines the contracts and warranties that are associated with a group of remotely registered devices, and automatically creates a contract and warranty share containing those contracts and warranties. This occurs for:
l Your default device group. (Your default contract and warranty share.)
l A child device group you create.
l A device group of which you are an administrator. Derived contract and warranty shares are marked by a red asterisk. The name of the contract and warranty share is the same as the name of the corresponding device group. You can view the details of these derived contract and warranty shares but unlike a contract and warranty share that you create yourself, you cannot edit them:
However, you can update the derived contract and warranty share from Manage device groups in the device group area, by selecting Run contract and warranty update in the Actions drop-down list of the corresponding device group. See "Run contract and warranty update" on page 91 for details. Link contracts and warranties Although contracts and warranties associated with remotely registered devices are automatically linked to your HPE Passport ID (see "Derived contracts and warranties" above), you can also link contracts and warranties to your HPE Passport ID manually. Do so from the Contracts and warranties item in the main menu:
HPE Support Center: User Guide Page 88 of 152 The procedure is similar for support agreements (shown), packaged support, and warranties:
HPE Support Center: User Guide Page 89 of 152 To link to a contract or warranty, you need your HPE Passport ID and the following information:
Contract or warranty type Identifier Required additional information
Support agreement Service Agreement ID Support Account Reference (SAR) (also known as System handle)
Packaged support Packaged support ID Packaged support product number*, product location (country)
Warranty Product serial number Product number*, product location (country)
The table below lists the location of the required information:
Required information Where to find
Service Agreement ID B, C, D
Support Account Reference (SAR) B, C, D
Packaged support ID B, C
Product serial number A, B, D
Packaged support product number* B, D
Product number* A, B
A. In the product itself. B. In the support documentation. C. On the Electronic Support Contract Assistant website. D. In the customer cover letter that describes the contract or warranty. * The product number(s) of the products covered by the packaged support or warranty. If you link a contract or warranty yourself, you are the initial owner. As owner you decide the ownership type: single or multiple. This choice affects the visibility of the contract or warranty. See "Ways to be linked to a contract or warranty" below for details. If you try to link a contract or warranty and see an error message stating that it is already linked to someone else, contact that owner to get access rights. This may be the result of the owner selecting single ownership when creating the link, and not creating a share with a user group that includes you. The owner may not be revealed, if the owner has not shared his or her contact information, so you may have to find the contract administrator on your site to identify the owner. Once identified the owner has these options to grant you access:
l Change the ownership type for that contract or warranty from single to multiple.
l Add you to a user group associated with a share containing that contract or warranty.
l Add you to a user group associated with a device group that includes a device covered by that contract or warranty. Ways to be linked to a contract or warranty You can be linked to a contract or warranty (referred to as a 'contract' below) in the following ways:
HPE Support Center: User Guide Page 90 of 152 Ownership type Description
You were the first to link to the contract, and selected 'single mode'. You can create a Single owner share and associate user groups with it. Use this mode if you want to carefully control access.
The first owner selected 'multiple mode' when linking, allowing you to link to the contract. You can create a share, although it isn't necessary, since in multiple mode Multiple owner anyone can simply link directly to the contract. Use this mode when you are in an environment where support for contracts is done by a group in your organization.
You are linked to the contract through a contract and warranty share created by an owner. Privileges are limited by the roles assigned to the user group you are in, that the owner associated with the share. Shared to you You can also be linked to a contract indirectly through a device group that has a.) an associated user group that includes you as a member, and b.) contains a device covered by the contract or warranty.
If a contract is shared with you, either directly through a share or indirectly through a device group, you can access the features available in the contract, as long as access to those features is enabled for the user group you are in. See "Assign roles to user groups" on page 83 for details. Certain actions are available only to owners, and only to contracts that were not derived. As an owner, you can:
l Transfer ownership
l Change the nickname
l Change the ownership type Run contract and warranty update Run contract and warranty update modifies the association of contracts with devices in a device group. This action is in Manage device groups, in the Actions drop-down list of a device group, if you are an administrator of the device group:
(Contracts and warranties are referred to as "contracts", and remotely supported devices are "devices" below, for brevity.)
HPE Support Center: User Guide Page 91 of 152 Run the update any time after the original automatic registration and entitlement process was completed, when:
l You have purchased a new contract that applies to at least one of your devices, and you have linked that contract to your HPE Passport ID.
l Another user has shared one or more contracts with you, that apply to at least one of your devices.
l 1.) Another user has changed the ownership type of a contract that applies to at least one of your devices from single to multiple, allowing you to link that contract to your HPE Passport ID. 2.) You have then linked that contract to your HPE Passport ID. The result of running this update is that contracts that you have linked will be visible from the details page of both the device group and of the individual device(s) covered by the contract. Share contracts and warranties You can share contracts and warranties that are linked to your HPE Passport ID by creating a child device group or a contract and warranty share: Create a child device group When you create a child device group, the contracts and warranties associated with those devices are shared with users in the user group(s) you associate with the device group. These users can perform certain actions, depending on:
l The features allowed by the contracts and warranties associated with the devices in the device group.
l The roles you enabled when you created the device group. See "Assign roles to user groups" on page 83 for details. See "Create a device group" on page 74 for the procedure.
HPE Support Center: User Guide Page 92 of 152 Create a contract and warranty share
Create a contract and warranty share as follows: 1. Name the share and add contracts and warranties. 2. Associate user groups to the share. 3. Assign roles to the user groups. You must assign one of the user groups you add in Step 3 the role of share administrator, because at least one user group must have that role. Select the administrator check box. You can change this later, as long as one user group has administrator role. To add user groups with the role of member, you do not need to check any boxes, since the member role is the default. Share administrators and members can perform different actions: Table 10.1 Contract and warranty share administrator and member actions
Action Admin Member
Can add to and remove contracts from the share x
Can view contracts in the share x x
Can add and remove user groups associated with the share x
Can change the roles of the user groups associated with the share x
HPE Support Center: User Guide Page 93 of 152 Table 10.1 Contract and warranty share administrator and member actions, continued
Can view administrators of the share x x
Can view members of the share x
Can transfer ownership of the share x
You can view details for contracts and warranties shared with you by either method in View my contracts & warranties:
Display your user name and email Simplify the management of your contracts and warranties by allowing other users to see your user name and email address. Select "Yes" to share this information, or "No" to keep it private:
The result of this action depends on the ownership type of each contract or warranty:
HPE Support Center: User Guide Page 94 of 152 Table 10.2 Display your user name and email
Button value Result
Multiple ownership Single ownership
Visibility of your information, from any other If another user tries to link to that same user who also links as a multiple owner to contract or warranty, that user is directed to that same contract or warranty: contact:
Yes visible You, via email, for access.
No hidden Their contract or warranty administrator.
You can view and change this setting at any time. Regardless of the selection you make, if you are the single owner of a contract or warranty and you create a share including it, the users in the associated user group will be able to see your information as well as the information of the other users in that user group. In other words visibility among users within a share takes precedence over this setting. Transfer ownership
The result of this action depends on the ownership type:
Ownership Result type
Single You transfer ownership to a different user with a valid HPE Passport ID, by entering that user's email address. Your account is unlinked from the contract or warranty. The contract or warranty will be removed from any share you own.
HPE Support Center: User Guide Page 95 of 152 Ownership Result type
Multiple You replace your link to the contract or warranty with a link to another user's account. Links to the contract or warranty from other users are not affected. Unlink contracts and warranties
Unlink single or multiple items at one time by checking the box below the "Unlink" column and submitting. If a contract or warranty you are linked to with single ownership is also part of a share, consider transferring ownership before unlinking it from your account. If you do not, the share will be removed as well, and those users will lose their access to the services provided by that contract or warranty. Batch link tool The Batch link tool allows you to link up to 12500 contracts and warranties to your HPE Passport ID at a time. You can upload five files containing 2500 contracts each. If you have more than 12500, you can resubmit as many times as you need to, until all of your contracts and warranties are linked to your account. From Contracts and warranties, click Batch link tool either in the submenu or on the page itself:
HPE Support Center: User Guide Page 96 of 152 Follow the steps listed on the upload page:
l Download the latest Microsoft Excel template file from the link in Step 1. The format of the template name is "name-date_version", where the date is represented as YYYY-MM-DD.
l Read the detailed instructions in the Readme sheet of the template.
l Enter information, one contract or warranty per line, according to the titles at the top of each column. Enter a maximum of 2500 lines, for each instance of the template you create. Note that some of the fields are optional.
l Do a "Save as", to comma-separated value (CSV) format. (Select CSV (Comma delimited) (*.csv) option only from "Save as type" in Excel.) The result is a plain text file containing the entries from the spreadsheet, with each field on each line separated by a comma.
l Optionally, update your user name and email display option. Select "Yes" to allow other users to see your user name and email address when they view these contracts and warranties, or select "No" to keep this information private.
l Check the boxes to verify that you have selected the most recent template, and that you have a CSV file.
HPE Support Center: User Guide Page 97 of 152 l Browse to the CSV file on your local computer, then click Upload.
CSV file size and requirements The file name must have an extension of .csv. File maximums:
l Name length: 50 characters.
l Size: 5 MB
l Number of lines: 2500 Upload status values After you upload the CSV file, a popup window appears. Click Close. An initial file check occurs verifying that the file size is within limits and has the correct file extension. If this file check succeeds, the batch upload summary page displays. This page lists the upload date and status, and a link to a report file, for each CSV file you have uploaded. Click on a report file link to view the report, which contains details about the upload. You can also save the report file. The default sort for the list is by date. Click on the Status or Report file headings to sort by those fields instead. Status values for each uploaded batch file in the list are as follows:
l Completed.
l Completed with errors. See the report file for details.
l Invalid file format. The file was not recognized as a valid CSV file.
l File exceeds limit. The file was longer than 2500 lines or greater than 5 MB.
l Pending. Files that have been received and have not completed processing. A maximum of two uploads can be pending.
l System error. The file itself may be fine. Try uploading again later.
HPE Support Center: User Guide Page 98 of 152 CSV file field values The CSV field values are the same as the columns in the Excel spreadsheet. They are, in order: A. One of:
l Service Agreement ID (SAID)
l Packaged support ID
l Warranty serial number B. The product number of the product covered by the packaged support or by the warranty, if the obligation type is packaged support or Warranty. C. Support Account Reference (also known as System handle), if the obligation type is Support Agreement D. Obligation Type. One of:
l Support Agreement
l Packaged support
l Warranty E. Country (packaged support or warranty only). F. Ownership Model: Multiple or Single. G. Nickname. Optional. You can add a nickname for packaged support or warranty. SAIDs have predefined nicknames, added at the time of signing the contract. Normally you export from the downloaded template and "save as", and do not need to edit or even look at the CSV file. There may be cases however, such as if an invalid file format error occurs and you suspect that the file may be corrupt, where it is useful to inspect the file. The following is a valid sample line for a warranty from a CSV file. In this example, double commas surround an empty optional field. The third field, SAR, is empty because a warranty does not need a SAR:
XY08K33099,SP936UC,,Warranty,France,SINGLE,WarrantyNickName1 Each line should contain at least six commas. Additional commas at the end of the line, which may occur if any text, even a space, was in the seventh column of the template file you exported from, are ignored. Report files list the processing result of each line including entries that were not able to be processed, typically for the following reasons:
l A support agreement was inactive or was in single ownership mode.
l A warranty was inactive or was uplifted to packaged support.
l A packaged support was inactive, was in single ownership mode, or was uplifted to a Support Agreement. You should address these cases individually, by reactivating or by changing the ownership mode to multiple. Once you have done so you can then resubmit a file containing these entries for batch processing, or depending on their number, simply link them interactively.
HPE Support Center: User Guide Page 99 of 152 Support cases
Support cases are associated with devices and with your HPE Passport account. View support cases Sign in to Insight Online to view your support cases from several places:
Click on Cases here: To reach a list of support cases associated with:
Insight Online main drop-down All devices you own or that are shared with you. Dashboard
A device group's details page All devices in the device group.
A device's details page The device.
Filter the case list using combinations of status, content type and search type as follows:
Status Content type Search type
Active Case title Contains New Case ID Starts with In progress and Serial number Ends with Closed Product number Equals Any
For example, search for an active case ID that equals 123456789:
HPE Support Center: User Guide Page 100 of 152 To filter by status only, select a status, leave the search box empty, and click Search. Active status includes new and in progress cases. You can sort the cases in the list, in ascending or descending order, by clicking on any of the headings in the list. You may not be able to view the details of a listed case. In that case a page appears requesting a product number, serial number, or Service Agreement ID to view the case details. Once closed, case histories are available for 30 days. HPE recommends that you manage reporting on a monthly basis. If you have contractual reporting services, contact your Account Delivery Team or Remote Support Account Advocate. View a case details page Click a case ID in the list to reach the case details page, which is part of the Support Case Manager (SCM) in the Product Support area of HPESC. A case details page lists the following:
Field Description
Case ID Assigned when the case is first submitted.
Case title Provided when the case is submitted.
HP Support Contract The HP support agreement covering the system.
Source Where the case was submitted from:
l Web: SCM
l Other channels: telephone or other medium
Type The case type, hardware or software related.
Case Status l Received by HP: received and is currently being routed to a support agent.
l In Progress: a support agent has been assigned to this case and is working on it.
l Completed.
Submitted The date each case was initially received by HPE.
Customer Tracking Number Use this number to co-relate this case to your own tracking application. Optional.
Schedule and Parts Information HPE's schedule to complete the repair, and the parts required to address the problem.
Below the case information are two tabs:
HPE Support Center: User Guide Page 101 of 152 l Case details and history. Click this tab to add attachments or request to close the case.
l Service and parts. Click this tab to view on-site service and parts order details. The On-site service section displays subcases by ID, and lists:
l Description
l Service status
l Expected service date
l Completed service date The Parts order section displays subcases by ID, and lists:
l Part number
l Part description
l Order status
l Expected delivery date
l Actual delivery date
l Carrier
l Tracking number Click on a subcase ID to view details about the subcase. Only support agents can update subcases. Update a case From the list of support cases, click the ID of the case you want to update to bring up the case details page. Select the Case details and history tab. You can add comments, email attachments, or request to close the case. Click Update. A request to close a case does not automatically close the case. An HPE support agent will close the case upon review of the request. Submit a case Submit a new case using the Submit case button in the Case section of the dashboard, or from the Actions drop-down on the right side of an individual device page. If you use the Actions drop-down, the device details (serial number, product number) will pre-populate the submit case form. If not already pre-populated, enter a serial number or contract ID in the contract or warranty field:
l Serial number. If the serial number is valid and the warranty is active, a case details page appears. The serial number does not have to be linked to your profile. Enter the case information (refer to the following sections for details) and submit.
l You can use contract IDs (HP Support Agreement ID, Service Agreement ID, Support Account Reference, nickname). If the ID is valid, a list of products associated with the contract appears. Select the product and submit to reach the case details page. You can then provide case information and troubleshooting information, as described in the following sections.
Provide case information When submitting a case, provide as much detail as you can, including:
HPE Support Center: User Guide Page 102 of 152 Problem Description
l Error messages
l Log files
l Steps to recreate the problem Location
l Alternate contact information
l Equipment address location Configuration
l Identify third-party options installed and if they have been eliminated as potential causes.
l Identify system options installed, regardless of whether they seem pertinent.
l Total memory including RAM size and configuration.
l Installed patches and service packs.
l Revision levels (if a hardware or firmware problem).
l Version updates.
l Replaced parts. Case History
l Has this problem been previously reported to HPE for the same product? If so, include prior support case numbers opened for that product.
l Actions taken by HPE, any service provider or the customer since the first occurrence of the problem. Changes to Environment
l Power- or temperature-related problems. Testing Information
l Is the problem reproducible? If so, include the exact steps to reproduce the behavior.
l Include crash analysis if a system crash. Contact and equipment locations Contact information is used by the support agent to communicate updates and request further data. Ensure the contact is the person who can actually work with the support agent. Be sure the equipment location is accurate, as on-site visits and parts delivery are made to this address. Provide troubleshooting information Describe the steps you have already taken, and the results. Consider these questions:
l What were you trying to do when you detected the problem?
l What were you expecting to happen?
l What error messages did you see?
l What programs, commands, or devices were involved?
l When did you first observe the problem?
l When was the last time the activity worked?
HPE Support Center: User Guide Page 103 of 152 l What has changed since then (hardware, software, configuration)?
l If the problem is intermittent, under what conditions did the problem occur?
l What do you think is the cause of the problem? Add comments to a case Add comments to open cases on the case details page. On submission your comments are added to the case history and the support agent is informed. Close a case Enter an explanation on the case details page of why you want to close the case, and update. Cases are not automatically closed as the result of a request. A support agent closes the case after reviewing the request. Anticipated response time If you submit a case within the contract's coverage hours, the first available support agent will respond. For support outside coverage hours, submit the case by phone and say that you need an "uplift" to your support contract. This will result in an additional charge. Uplift is not available in some countries. For on-site support, contract type determines on-site response time. On-site response time refers to the time when an engineer will be on-site to address the problem, not problem resolution time. View case report Generate a report of cases based on your selection of support contracts. Active and inactive contracts that are linked to your profile appear in the column at left. To create a list to run a report, find a single contract using the search field, or select one or more from the list in the column on the left, and add them to the column on the right. You can run a report for up to 200 contracts at a time. The greater the number, the longer the report takes to run. Use the filtering options to narrow the report focus. You can specify the number of cases per page in the results. Click Create report to produce a results page and save your last settings. Reset to clear the report page.
HPE Support Center: User Guide Page 104 of 152 Service events View and manage service events for devices monitored by HP remote support. Reach service events from the main drop-down list or from the Dashboard:
When a device monitored by HP remote support submits an issue, a service event is generated and automatically reported to you through Insight Online. Additional analysis may be performed at HP, and a support case will be opened if an intervention is needed. The service event may be closed when no action is currently required. If a support case has been created from this service event you can see the corresponding case number in the service event list page. The service event remains in an active state until the service is delivered and the corresponding support case is closed. You must be a member of a user group that has the Service events role enabled to view service events. View service events Select Service Events from the main drop-down list. The fields in the service event list are as follows:
l Severity: red = critical
l Device Name. Click to see device details. Hover to display service event and contract & warranty status.
l Date/Time Generated.
l Problem Area.
l Problem Description. Click to see service event details. Hover to see a brief problem description.
l Case ID. Displayed if there is a support case associated with the event. To see the case you must be in a user group that has the Support Case Manager (SCM) role enabled, and is associated with the device either through a contact and warranty share that covers the device, or a device group that contains the device.
l Status: Active or Closed. Transitional event status values of Open, Submitted, Received, Entitled and Closed Pending Confirmation are defined as "Active" events. Click on the Refresh button (labeled "Devices") on the right above the list to see the most current status of service events. Sort and filter service events list By default active service events are listed, by severity and date/time submitted. You can sort service events by any field except Case ID, by clicking on the field name at the top of the list. Select an option in the View drop-down list to filter the service events:
HPE Support Center: User Guide Page 105 of 152 Filter Service events displayed
Active Currently active and being processed. (Default.)
Critical Currently critical and active.
Closed Have been closed because a.) they did not require any intervention and no case ID was created or b.) the service was delivered.
Test Those that test the end-to-end flow between the device and HP. events
All All events regardless of status. The first 1000 devices are displayed. Search service events Use Basic Search to search service events by problem description. Use Advanced Search to search service events by any field and to filter the results. Service events details (individual device) In the list of service events, click on the problem description of an individual device to reach the details page for that event:
The details page displays the problem area, description, entitlement status and recommended action when applicable. The page may also include links to Customer Self Repair (CSR) documentation and videos. To print from a details page, select Print page in the Actions drop-down list (the small blue icon on the far right).
HPE Support Center: User Guide Page 106 of 152 Service Credits The Service Credits feature provides access to:
l Service Credits purchased on HPE support agreements.
l The HPE services exchanged for those credits.
l Additional HPE services available for exchange of Service Credits.
l For authorized users, the ability to purchase HPE services using a shopping cart. To access Service Credits, you must have a proactive services support agreement in your HPE Passport profile. Select Service Credits from the Insight Online My IT Environment tab:
The Service Credits home page provides a summary:
HPE Support Center: User Guide Page 107 of 152 Click on any of the items in the submenu to see detailed information:
You can print the displayed results from any page.
HPE Support Center: User Guide Page 108 of 152 Service Credits administrator and member roles
l Administrators will see a shopping cart in the upper right of the Service Credits pages, and can use Shop HP services to purchase more services by adding them to the cart:
l Members can view My Service Credits and My services, and access featured HPE services. Administrator and member roles exist in the context of a contract and warranty share. To access Service Credits, the contract and warranty share must contain at least one service support agreement, and include a user group that includes you as a member, with the administrator or member role enabled for Service Credits. This is the same mechanism used for granting access to other features of the HPE Support Center. See "Assign roles to user groups" on page 83 for more information.
The items in the Service Credits submenu are as follows: My Service Credits This page displays Service Credits against all your active and expired support agreements. These agreements are either linked to your HPE Passport ID directly, or through a device group or contract and warranty share that was shared with you by another user who enabled the Service Credits role. Support agreements that expired within the past two years are included. The displayed list shows Service Credits by Support agreement, which can include a Service Agreement ID (SAID) or a Support Account Reference (SAR). If you have no currently active Service Credits, you can use the View filter to see expired or all Service Credits instead. You can filter by status or search using the drop- down and search box at the top. Click an SAID or SAR to go to a page showing the details of the specific agreement in the Contracts & Warranties area. Click an individual Service Credit item to see details. Sort the results by any column by clicking on the column head. My services The My services page displays HPE services purchased using Service Credits from active and expired support agreements. These agreements are either linked to your HPE Passport ID or shared with you by another user. Support agreements that expired within the past two years are included.
HPE Support Center: User Guide Page 109 of 152 Click a service activity name in the list to go to the service overview page in Shop HP services. By default, the list is sorted by status. Filter the results by status using the View drop-down list. Sort the results by any column by clicking on the column head. Click on the contextual help icon next to the service name to see a brief description of the service. For each order listed under a single service, use the Actions drop-down list at the far right of the row to go to the details page which shows the status of all purchased instances of the service. The details page also provides additional functions which vary depending on the current status of the service and your role. They include:
l E-mail HP. Use this form to request that an HPE services representative contact you to discuss your business needs. The representative will contact you within three business days of submitting the request. Provide details and contact information in the form.
l Schedule service. Schedule and unschedule services in the list using the Actions drop-down list at the far right. After you make the change, the status and dates for that service will be updated in the list.
l Reschedule service. Change the date of the service. When rescheduling, HPE will review the request within three business days and either confirm or will email you proposing an alternate date and time.
l Remove scheduled date. Revert a service to the unscheduled status.
l Cancel service. If you cancel a service, the Service Credits associated with that service are refunded to the support agreement that has the furthest expiration date, up to what it contributed to the original order. Cancellation information is appended to the original order in My orders. Service Credits cannot be refunded to a support agreement where those Service Credits have since expired. My orders The My orders page displays your orders purchased using Service Credits. The list displays the service activity within the order, as well as other details. You can filter the list, sort it by column head, and search for orders. Use the Actions drop-down list on the far right of each row to view details. If you are an administrator, the list includes a link to reorder services. Click an order in the list to see order details. Shop HP services Service Credits administrators can click on any of the service category links on the right of the Service Credits home page, or on Shop HP services in the Actions drop-down list, to reach Shop HP services:
HPE Support Center: User Guide Page 110 of 152 You can choose a variety of HPE services from the list. Filter the list using the category and subcategory drop-down lists, and sort the results by category, subcategory and service activity. You can also search for HPE services using the search text box. Click a service activity in the list to see an overview. This displays a price, in Service Credits, for the service, and boxes for you to enter the quantity of the service, to add to your cart. Some activities have prerequisites. If so, click the Prerequisites tab, and purchase them in the same way. If you have support agreements spanning more than one country you will be asked, only once, to specify the country for the HPE service. Select the country from the drop-down list. The cart may indicate that you need to make changes to your services. If so make the necessary changes then proceed. Before submitting your order you can review the order and specify which Service Credits you want to use. By default the checkout process assigns Service Credits to pay for cart contents by expiration date, with those scheduled to expire first being used first. You can change this before submitting the order, by using the Service Credits to use field in the right column. Review the information, check the box indicating you have understood and accepted the scope of the services as described, and submit. When checkout completes successfully, an order number is displayed, and confirmation is emailed to you. View the current contents of the cart at any time by clicking the cart. You can request a custom service activity. Provide details of your request, your contact information, the support agreement containing the Service Credits you wish to use, and submit the form. An HPE representative will contact you within three business days. You can also provide feedback using the feedback form. Reports in the My IT environment Use the reporting feature to:
l Create new reports
l Save the selections you made when creating the reports into a template for reuse
HPE Support Center: User Guide Page 111 of 152 l Maintain a list of your existing reports Click the Reports icon on any page in the My IT environment:
HPE Authorized Channel Partners can also create reports containing information about their customers' devices. See "Reports in My Customers" on page 132 for details. Create a report You can create several report types:
Report type Contains information about:
Packaged support * Status and expiration dates for packaged support that is linked to your HPE Passport ID or that is associated with any of your devices.
Contract * Status and expiration dates for the service agreements that are linked to your HPE Passport ID or that are associated with any of your devices.
Contracts and warranties Contracts, packaged support, and warranties associated with the devices you select.
Device configuration HP EVA, ProLiant, BladeSystem c-Class Enclosure, StoreVirtual, HP P2000 Modular Smart Arrays (MSA), StoreFabric, StoreEasy, and StoreAll product families. You can create a report on selected product families or on any device combination.
Firmware Firmware installed on the remotely supported devices you select.
Service event Service events associated with the remotely supported devices you select.
Support case Support cases associated with the remotely supported or manually added devices you select.
* Packaged support and Contracts are available that:
l You linked to your HPE Passport ID (as an owner, in either single or multiple mode).
l Are part of a contract and warranty share that includes you in a user group associated with the share.
l Are associated with a device:
l Remotely supported
l Manually added
l In a device group shared with you You can select a maximum of 1400 devices, contracts, or Packaged support. You cannot select Virtual VM host devices when creating reports, since they do not have applicable firmware data. In addition to the report types you create, you can receive HPE Proactive reports. These will appear automatically in your Generated reports tab on a regular basis. See "HPE Proactive Care reports" on page 121 for details. To create a report, complete the following steps:
HPE Support Center: User Guide Page 112 of 152 1. Select a report type from the list in the New report tab:
2. Enter a title:
3. Select the format from the drop-down list. 4. Select items from the list. The items may be packaged support contract numbers, Service Agreement IDs, or device names, depending on the report type. See "How to select items for a new report" on the next page for details. 5. Enter a start and end date if needed. 6. Service event report only: Select an event status--Active, Closed, or both. 7. Optional: Select the Save these report options as a template check box. A template stores the items you select, so you can use it again later. 8. Optional: Enter a valid email address to receive a notification when the report is complete.
HPE Support Center: User Guide Page 113 of 152 9. Click Generate report. The report appears in the All generated reports section on the Generated reports tab, with a status of In progress. Reports take about 30 minutes to complete. 10. Use the Refresh button to update the status. When the status is Completed, click the report name to download it. If you entered an email address to receive a notification, click the link in the email to download it. Report types are available in different output formats:
Report type Output formats
PDF Microsoft Excel Zipped CSV (XLS)
Packaged support • • •
Contract • • •
Contracts and warranties • • •
Device configuration •
Firmware •
Service event • • •
Support case • • • How to select items for a new report The contents of the selection box depend on the type of report:
Report type Items to select Example
Packaged support contract Packaged support numbers
Contract Service Agreement IDs
HPE Support Center: User Guide Page 114 of 152 Report type Items to select Example
Devices: Contracts and warranties 1. Your default device group. 2. Devices within product hierarchy folders. Device 3. Device groups shared with configuration you by other users. Note: Child device groups are not shown. All devices are listed in Firmware product folders under your default device group or under device groups shared with you. Service event
Support case
Content of each report type Each report type contains different information, as described in the following sections. Packaged support For each packaged support you selected:
l Packaged support serial number.
l Support status, such as Active or Expired, during the reporting period you specified.
l Expiration date. Contract For each Service Agreement you selected:
l Service Agreement ID.
l Support status during the reporting period you specified. For example, Active or Expired.
l Expiration date. Contract and warranties This report is in three sections: Contract:
l Device name
l Model
l Product number
l Serial number
l Support Account Reference (SAR) number associated with the device
HPE Support Center: User Guide Page 115 of 152 l Service Agreement ID associated with the device
l Status, such as Active or Expired, of the service agreement
l Expiration date Packaged support
l Device name
l Model
l Product number
l Serial number
l Packaged support product serial number
l Status, such as Active or Expired, of the packaged support
l Expiration date Warranty
l Device name
l Model
l Product number
l Serial number
l Status, such as Active or Expired, of the warranty
l Expiration date Device configuration For each device you selected:
l Model
l Count of reported devices Scroll down to view a graphical representation:
HPE Support Center: User Guide Page 116 of 152 Scroll further to view detailed information about each device:
Firmware The Firmware report contains the tabs described below. Note that certain fields are only available if you have an HPE Proactive Care service offering. Read me first Contains additional information about the report. Firmware overview tab Contains information about the current firmware running on the selected devices.
l Device name
l Model
l Product number
l Serial number
l Operating system
l Connection type. For example, Insight RS Central Connect.
l Support status. For example, HPE Proactive Care.
l Category. For example, Storage controller.
l Installed firmware version
l Installed firmware release
l Latest firmware version. * (Click the link to download the driver for the device and operating system.)
l Latest firmware release date. *
HPE Support Center: User Guide Page 117 of 152 l Latest firmware description. *
l Is latest newer than installed? *
l Does latest address a critical fix? *
l Installation impact. A reboot is required. * * Only available with HPE Proactive Care service offering. Devices-Data not reported tab Contains information about the devices with no available firmware, and provides technical reasons why the report did not generate results. It contains the following fields:
l Device name
l Model
l Product number
l Serial number
l Operating system
l Connection type
l Notes. Provides reasons why data is currently unavailable. For example:
l No valid collections for this device.
l An error occurred while processing the device Real World Model during analysis.
l The device is not currently supported.
l The product number for this device is not present.
l The operating system returned from the device collection was unrecognizable to the analysis.
l No firmware inventory components were found for this device during analysis.
l The device detailed information was unrecognizable to the analysis.
l Cannot resolve device type.
l Cannot match installed components with reference data.
l No entitlement.
l No rules were evaluated. Service event For each device you selected:
l Device name
l Model
l Serial number
l Product number
l Event ID (GUID)
l Problem description
l Problem area
HPE Support Center: User Guide Page 118 of 152 l Case ID
l Status. For example, Open or Closed.
l Date submitted
l Last updated Support case For each device you selected:
l Device name
l Model
l Serial number
l Product number
l Case ID
l Case title
l Status. For example, Open or Closed.
l Date submitted
l Last updated View your reports Click the Reports icon on any My IT environment page. Generated reports is the default tab, and lists your reports:
The list has these fields:
l Report name.
l Status, one of In Progress, Completed, Failed or Retry.
l Submitted, the date and time you generated the report.
l A Remove check box. Use the buttons on the page to refresh the report status or remove all checked reports from the list. Sort the list by clicking any of the headings. Click the heading again to sort in reverse order.
HPE Support Center: User Guide Page 119 of 152 Click a report name to view the report. You can view the report directly or download it. You can only view completed reports. You can also access reports from your email. When creating a report, enter your email address to receive a notification when the report completes, then click the link in the email notification. Report data is not in real time and has a 24-hour lag to complete. Report data may appear blank due to daily updates to the database. Print a report For best results, use PDF format for printing: 1. Click the report name in the list. The File Download message box appears. 2. Click Open to view the report. 3. In your PDF viewer, click Print. Remove a report To remove a report, complete the following steps: 1. Click Generated reports. 2. In the All generated reports section, locate the report you want to remove. 3. In the Remove column, select the check box for the report. 4. Click Remove all checked. The report is permanently removed from the All generated reports section. Use report templates Use a report template to save the parameters of an earlier report you created. A template is useful if you routinely create reports from the same subset of devices or contracts. When you create a new report, check "Save report options as a template":
Click Saved templates to display the templates you have available for creating a new report:
HPE Support Center: User Guide Page 120 of 152 If you do not have any saved templates, create a new report and use the save option. The Saved templates list has these fields:
l Template name.
l " Report type" (click to see types).
l Submitted—the date and time you generated the template.
l A Remove check box. To create a new report from a saved template: 1. From Saved templates, click the template name. 2. Optionally, modify the report parameters. 3. Click Generate report. A report created from a saved template is the same as a new report. View the new report in the All generated reports list when it is completed. Use your saved report template to perform the following tasks:
Task Access the report on the Saved templates tab and:
Regenerate a report when it fails Click Generate to regenerate the report.
Reuse the report template for Edit the report name. Use the previous report parameters in the saved new reports template and click Generate.
Modify report parameters Update the report parameters, then click Generate.
Regenerate saved report Click Generate to regenerate the report. template HPE Proactive Care reports If you purchase the HPE Proactive Care service, you receive three additional reports. These reports are generated on a regular basis and automatically appear on the Generated Reports tab:
Report Contents
Incident Detailed information about all incidents, incident trends, and parts usage for devices covered by your HPE Proactive Care contract to help avoid repeat problems. Generated quarterly.
HPE Support Center: User Guide Page 121 of 152 Proactive Scan Information about HPE Proactive Care supported devices connected to HP. Provides a technical device assessment that helps identify potential system configuration problems before they impact your business operations. Generated twice a year.
Firmware and Recommendations for applicable software versions, patches, and firmware revisions for Software Version each covered device connected to HPE. Generated twice a year.
You receive reports only for the HPE Proactive Care Service Agreement IDs (SAIDs) that are linked to your HPE Passport ID. See Proactive Care Central for more information. Known issues The following lists known issues and workarounds:
Issue Description Workaround
Support of International Characters in If you enter International Characters in Save the report to your local the report name for opening and the report name, the characters drive and rename the report. saving generated reports. appear blank in the pop-up window when opening and saving the generated report.
Retry link does not display. The Retry link does not display when a Regenerate the report from the report has a status of Failed. same place (either the New report tab or the Saved templates tab) with the same parameters. Message log The message log is a list of messages about remotely supported devices that are registered to your HPE Passport ID or that are in device groups shared with you.
The message log contains information about:
HPE Support Center: User Guide Page 122 of 152 l Monitoring
l Registration and connection problems
l Overdue communications
l Status of batch processes submitted for completion of device registration
l The update of service information Access the message log from the submenu in various locations. The messages that display depend on where you access the log:
Area Messages shown for:
Dashboard All devices
All devices view All devices
Device group page Devices in the device group
Individual device page Individual device
Each message in the log contains fields for time generated, message type, identifier (device name) and description.
By default the listing is sorted by Coordinated Universal Time (UTC) generated, not converted to the time zone specified in your profile. Click the column heads to sort by those fields. Select a message type from the View drop-down list at the top to display messages of a particular type. Click the description field to display the individual message, or hover over the field to see the first 290 characters of the description. In an individual message, click the device name to go to the overview for that device. Messages are for remotely supported devices only, not manually added devices.
HPE Support Center: User Guide Page 123 of 152 My document repository
The My document repository link in the My IT Environment menu provides you, as an authorized customer, access to specific documents that service agents are sharing with key contacts within your company. The document repository is a cloud-based software solution provided by iManage Share that is designed to help your business securely store and access information for better collaboration. Customers with the service level of Proactive Care Advanced or higher are eligible to have a document repository created for their company by their HPE account team. If you as a customer have received an invitation to activate your iManage Share repository account you should do so, by setting up a password according to the invitation. Once you have done this, when you are signed in to HPE Support Center, you can click on the My document repository link to go directly to your document folder. If you have not activated this account, the link is still active but you will not be able to sign in. Note that iManage Share performs regular maintenance every two weeks on Saturdays between 12 a.m. and 3 a.m. US Eastern time, during which time access to your documents may be limited.
HPE Support Center: User Guide Page 124 of 152 Insight Online My Customers
HPE Authorized Channel Partners can view and manage customer devices by using the Insight Online My Customers tab. This area is only visible to those who are recognized as a partner at sign in.
There are two types of HPE Authorized Channel Partner:
l HPE Authorized Reseller. To become an HPE Authorized Reseller, a company must apply to become a partner on the Partner Portal and meet certain criteria. Once approved, HPE will assign the company a partner location ID. Individuals at the partner company can register to become users of the partner portal. During registration, users create an HPE Passport ID that is linked to their company’s location ID. The same HPE Passport ID is used to sign in to Insight Online. Insight Online will identify you as an Authorized Reseller.
l HPE Authorized Service Partner. Upon reaching a level of HPE sales, HPE offers your company, as an HPE Authorized Reseller, training to deliver break-fix service as a ServiceOne partner. If this is of interest, your company can become accredited as an HPE Authorized Service Partner. Once HPE accredits your company, Insight Online automatically identifies you as an HPE Authorized Service Partner at sign in.
Note: For brevity, 'channel partner', 'reseller' and 'service partner' are used in this document for the above terms.
If a customer does not assign a channel partner, service delivery defaults to HPE. As a channel partner, you have the option to have Insight RS cases automatically routed to you. Enable access to customer’s device information As a channel partner, you must share your partner location ID with your customers and ask them to associate it with the devices they want you to manage. To allow you to view configuration information for their devices, you must also ask them to optimize their IT environment. For central connect devices, customers should use the Insight RS Hosting Device setup wizard:
l On the Receiving Remote Support screen, check ”Consent to have HPE or my HPE Authorized Channel Partner contact me to discuss optimizing my IT environment”. Checking this option will affect all devices managed by Insight RS. Only you as a channel partner will be able to receive configuration information, and not HPE. HPE will not contact your customers if you are the registered partner in Insight RS and Insight Online.
l On the Authorized Channel Partners screen, click the Partner ID option and enter the partner location ID.
HPE Support Center: User Guide Page 125 of 152 Insight Online My Customers
For direct connect devices, customers should use Insight Online. The information can be added in three places:
l At Step 3 of the device registration sequence. See "Complete direct connect device registration" on page 60. For one or more devices.
l After registration, using Edit service information.
l For an individual device, from the Edit link on the Configuration tab of the device’s details page. Enter the partner location ID and optionally check Optimize my IT environment . Note that for direct connect devices this action only applies to the specific devices you select:
The All customers view For you as a channel partner, the Product Support tab, the My IT Environment tab and the My Customers tabs are all active. The default active tab depends on where you sign in:
Default active tab Signing in from Product Support My Customers
HPE Support Center •
Partner Portal • Channel Services Network (CSN)
The main menu has links to these sites:
l Partner portal contains partner information about Insight Online and Insight RS.
l CSN is a virtual, global community made up of HPE customers, HPE service channel partners and HP.
HPE Support Center: User Guide Page 126 of 152 Insight Online My Customers
Customers do not see the My Customers tab. The top-level content of this tab contains customer objects, rather than devices and device groups:
HPE Support Center: User Guide Page 127 of 152 Insight Online My Customers
Click on a customer object to see the customer's devices. As a channel partner you can only see those devices that have been associated by the customer with your partner location ID as described in Enabling access to customer’s device information. Some differences exist in this view, depending on the type of channel partner: Table 13.1 Customer information available to HPE Channel Partners
HPE Authorized HPE Authorized Insight Online feature Customer opt in required Reseller Service Partner
Devices and solutions:
Configuration details • • •
Service levels • •
Reports:
Device configuration • • •
Contracts and • • warranties
Support case •
Service event •
Firmware •
Service events:
Details •
Icons in dashboard •
Link to CSN •
For direct connect devices, the customer who owns the device can change the partner location ID at any time, either individually or by group. See "Edit service information" on page 62. Customer dashboard Within each customer object is a dashboard, accessible from the main drop-down list:
HPE Support Center: User Guide Page 128 of 152 Insight Online My Customers
The dashboard contains areas for devices and Service events (service partners only), and links to Manage device groups and Delete customer group in the Actions drop-down list on the right:
Favorite customers In the All customers view, you can designate a customer "favorite" by hovering over a customer object and clicking Add as favorite:
HPE Support Center: User Guide Page 129 of 152 Insight Online My Customers
A star is then added to the customer object. Selecting at least one favorite customer activates the "Favorites only" filter on the right:
You can select a maximum of 25 favorites. Initially, all customers are displayed by default. Click on "Favorites only" to display favorite customers, and "All customers" to change back. This choice remains your default customer view until you change it. The View filters and the Search action will apply to the set of customers you are viewing--either all customers or favorites only. You can hover over a favorite customer object and remove it from your favorites. If you remove all favorites, the "Favorites only" filter is deactivated. Remove customer groups from the view As a partner you may need to remove a customer group from your All customers view if there are no longer devices associated with this customer. Duplicate customer groups may be created over time, or your relationship with the customer may have changed. Since a customer group is like a device group, removing a customer group is like removing a device group. You remove the customer group from Manage device groups. To remove a customer group, two conditions must be met: 1. No devices must appear in the customer group. To achieve this, the customer must do one or more of the following, depending on the kind of devices in their environment:
l Disable the connection to Insight Online from the Insight RS console (Administrator Settings > Insight Online tab) that contains the devices managed by the partner.
l Or, delete all central connect devices from the Insight RS instance that contains the devices managed by the partner.
HPE Support Center: User Guide Page 130 of 152 Insight Online My Customers
l Remove all direct connect devices from the Insight Online My IT Environment by using the Insight RS console (preferred), or by using the Insight Online Delete device function.
l Or, change the partner location ID for all devices managed by the partner. The partner location ID of direct connect devices can be changed in Insight Online using Edit service information ("Edit service information" on page 62), and of central connect devices in the Insight RS console in the Company Information > Channel partners screen. 2. Child device groups that you, or any other partner administrator, have created within the customer group must be removed. Child groups created by the customer do not matter, since you as a partner do not see them. Once there are no devices and no child groups remaining in the customer group, you can remove the customer group as follows: 1. From the All customers view, click on the customer group. 2. Select Dashboard from the main menu. 3. From the dashboard, click the Actions drop-down list on the right, then click Delete customer group:
It is possible for another partner administrator with access to the same customer group to create a child device group within it. If that child group is not shared with you, you will not be able to delete the customer group. You must contact the other administrators of the customer group. Though you cannot see an unshared child device group or know exactly who the creator is, the creator will be one of the administrators of the customer group you are trying to delete, since only an administrator could have created the child device group. You can see who these administrators are in Manage Device groups in the Device group administrators column. Contact the administrators in the list to find out which of them created the child group, and ask the creator to share the child group with you or to delete it. Service levels Channel partners can use the Service levels feature to view information about the highest service level (such as an HPE warranty, support agreement or packaged support) available that applies to each device that is monitored by HPE remote support. From the details screen of a device, click the Service levels area on the right. The service levels details screen displays. Check the "Include all active service levels" to show both the highest service level (packaged support, for example) and other applicable service levels as well (a warranty, for example).
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Reports in My Customers As a channel partner you can create reports about customer devices you manage. Click the Reports icon on any page in My Customers:
Requirements: For you as a partner to see customer devices in reports:
l Customer devices must be connected to HPE using one of HPE's remote support technologies.
l Customer must associate your partner location ID with each device.
l For the Device configuration report, customer must opt-in. Create a report You can create different types of reports depending on the type of partner you are:
My Customer report Service Reseller Description type Partner
Contracts and Contracts, packaged support, and warranties associated with the • • warranties remotely supported devices you select.
Device configuration HP EVA, ProLiant, BladeSystem c-Class Enclosure, StoreVirtual, • • HP P2000 Modular Smart Arrays (MSA), StoreFabric, StoreEasy, and StoreAll product families.
Firmware • Firmware installed on the devices you select.
Service event • Service events associated with the devices you select.
Support case • Support cases associated with the devices you select.
You can select a maximum of 1400 devices. You cannot select Virtual VM host devices when creating reports, since they do not have applicable firmware data. In addition to the report types you create, you can receive HPE Proactive reports for customers. Report names are of the form "Company name + report type". For example, "Cogswell Cogs Incident Report". These
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will appear automatically in your Generated reports tab on a regular basis. See "HPE Proactive Care reports" on page 121 for details. To create a report, complete the following steps: 1. Select a report type from the list in the New Report tab.
2. Enter a title.
3. Select the format from the drop-down list. 4. Select devices from the list. The top-level items are customers. Within each customer, select devices. 5. Enter a start and end date if needed. 6. Service event report only: Select an event status--Active, Closed, or both. 7. Optional: Select the Save these report options as a template check box. A template stores the items you select, so you can use it again later. 8. Optional: Enter a valid email address to receive a notification when the report is complete.
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9. Click Generate Report. The report appears in the All generated reports section on the Generated Reports tab, with a status of In Progress. Reports take about 30 minutes to complete. 10. Use the Refresh button to update the status. When the status is Completed, click the report name to download it. If you entered an email address to receive a notification, click the link in the email to download it. Report types are available in different output formats:
Report type Output formats
PDF Microsoft Excel Zipped CSV (XLS)
Contracts and warranties • • •
Device configuration •
Firmware •
Service event • • •
Support case • • • Content of each report type Each report type contains different information, as described in the following sections. Contract and warranties This report is in three sections: Contract:
l Device name
l Model
l Product number
l Serial number
l Status, such as Active or Expired, of the service agreement
l Expiration date Packaged support
l Device name
l Model
l Product number
l Serial number
l Packaged support product serial number
l Status, such as Active or Expired, of the packaged support
l Expiration date Warranty
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l Device name
l Model
l Product number
l Serial number
l Status, such as Active or Expired, of the warranty
l Expiration date Device configuration For each device you selected:
l Model
l Count of reported devices Scroll down to view a graphical representation:
Scroll further to view detailed information about each device:
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Firmware The Firmware report contains the tabs described below. Note that certain fields are only available if you have an HPE Proactive Care service offering. Read me first Contains additional information about the report. Firmware overview tab Contains information about the current firmware running on the selected devices.
l Device name
l Model
l Product number
l Serial number
l Operating system
l Connection type. For example, Insight RS Central Connect.
l Support status. For example, HPE Proactive Care.
l Category. For example, Storage controller.
l Installed firmware version
l Installed firmware release
l Latest firmware version. * (Click the link to download the driver for the device and operating system.)
l Latest firmware release date. *
l Latest firmware description. *
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l Is latest newer than installed? *
l Does latest address a critical fix? *
l Installation impact. A reboot is required. * * Only available with HPE Proactive Care service offering. Devices-Data not reported tab Contains information about the devices with no available firmware, and provides technical reasons why the report did not generate results. It contains the following fields:
l Device name
l Model
l Product number
l Serial number
l Operating system
l Connection type
l Notes. Provides reasons why data is currently unavailable. For example:
l No valid collections for this device.
l An error occurred while processing the device Real World Model during analysis.
l The device is not currently supported.
l The product number for this device is not present.
l The operating system returned from the device collection was unrecognizable to the analysis.
l No firmware inventory components were found for this device during analysis.
l The device detailed information was unrecognizable to the analysis.
l Cannot resolve device type.
l Cannot match installed components with reference data.
l No entitlement.
l No rules were evaluated. Service event For each device you selected:
l Device name
l Model
l Serial number
l Product number
l Event ID (GUID)
l Problem description
l Problem area
l Case ID
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l Status. For example, Open or Closed.
l Date submitted
l Last updated Support case For each device you selected:
l Device name
l Model
l Serial number
l Product number
l Case ID
l Case title
l Status. For example, Open or Closed.
l Date submitted
l Last updated View your reports Click the Reports icon on any My IT environment page. Generated reports is the default tab, and lists your reports:
The list has these fields:
l Report name.
l Status, one of In Progress, Completed, Failed or Retry.
l Submitted, the date and time you generated the report.
l A Remove check box. Use the buttons on the page to refresh the report status or remove all checked reports from the list. Sort the list by clicking any of the headings. Click the heading again to sort in reverse order.
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Click a report name to view the report. You can view the report directly or download it. You can only view completed reports. You can also access reports from your email. When creating a report, enter your email address to receive a notification when the report completes, then click the link in the email notification. Report data is not in real time and has a 24-hour lag to complete. Report data may appear blank due to daily updates to the database. Print a report For best results, use PDF format for printing: 1. Click the report name in the list. The File Download message box appears. 2. Click Open to view the report. 3. In your PDF viewer, click Print. Remove a report To remove a report, complete the following steps: 1. Click Generated reports. 2. In the All generated reports section, locate the report you want to remove. 3. In the Remove column, select the check box for the report. 4. Click Remove all checked. The report is permanently removed from the All generated reports section. Use report templates Use a report template to save the parameters of an earlier report you created. A template is useful if you routinely create reports from the same subset of devices or contracts. When you create a new report, check "Save report options as a template":
Click Saved templates to display the templates you have available for creating a new report:
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If you do not have any saved templates, create a new report and use the save option. The Saved templates list has these fields:
l Template name.
l " My Customer report type" (click to see types).
l Submitted—the date and time you generated the template.
l A Remove check box. To create a new report from a saved template: 1. From Saved templates, click the template name. 2. Optionally, modify the report parameters. 3. Click Generate report. A report created from a saved template is the same as a new report. View the new report in the All generated reports list when it is completed. Use your saved report template to perform the following tasks:
Task Access the report on the Saved templates tab and:
Regenerate a report when it fails Click Generate to regenerate the report.
Reuse the report template for Edit the report name. Use the previous report parameters in the saved new reports template and click Generate.
Modify report parameters Update the report parameters, then click Generate.
Regenerate saved report Click Generate to regenerate the report. template Known issues The following lists known issues and workarounds:
Issue Description Workaround
Support of International Characters in If you enter International Characters in Save the report to your local the report name for opening and the report name, the characters drive and rename the report. saving generated reports. appear blank in the pop-up window when opening and saving the
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Issue Description Workaround
generated report.
Retry link does not display. The Retry link does not display when a Regenerate the report from the report has a status of Failed. same place (either the New report tab or the Saved templates tab) with the same parameters.
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After you sign in, click the Settings icon from any page:
The settings page comprises three sections: Settings, Other settings, and My HPE Support Center Access. Section: Settings Click the links in this section to manage the listed settings:
Section: Other settings Contains a link to managing your contracts and warranties.
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Section: My HPE Support Center Access Displays a summary of your current access to entitled HPE Support Center features and content:
You have entitled access if your HPE Passport ID is associated with an active entitlement (a support agreement, packaged support*, or warranty), by one or more of the following means:
l You are linked as the owner, in single mode, to a contract that enables access.
l You are linked in multiple mode to a contract that enables access.
l You are a member of a user group associated with a contract and warranty share that includes a contract that enables access.
l You are a member of a user group associated with a device group containing a device that is covered by a contract that enables access. * Formerly known as a Care Pack. The summary displays your current role in HPE Support Center (for example customer, partner, employee). Follow the links under Gain access to entitled features and content to your HPE Passport ID to additional entitlements, or click Learn more for additional information.
HPE Support Center: User Guide Page 143 of 152 The language and country selector
The language that HPE Support Center and Insight Online display in, and country-specific contact information such as in "Contact HPE", are by default determined by the country you are accessing the site from. For example, if you are in Greece, the site appears in Greek, and the contact information is local to Greece. This language selection includes the site's help system. Technical documentation also appears in search results, if available, in the selected language. You can change this language and country setting at any time by clicking on the flag at the bottom of any page:
The flag you see represents your current country setting:
Flag and country name examples Language
Spanish
Spanish
Hungarian
Japanese
Several countries share languages, but the country-specific information is different. Ecuador and Mexico for example, share Spanish, but the contact information for each is different. Some languages differ slightly depending on region. The Spanish associated with countries in South America, for example, is different from the Spanish associated with Spain, and the Portuguese associated with Brazil is different from that of Portugal. Supported languages:
l Chinese (simplified)
l Chinese (traditional)
l Czech
l English
l French
l German
l Greek
HPE Support Center: User Guide Page 144 of 152 The language and country selector
l Hungarian
l Italian
l Japanese
l Korean
l Polish
l Portuguese
l Russian
l Spanish
l Turkish You can use this feature to compare languages, if for example you are not sure of terminology in a given language. You can open a link in a new window, change the language in that window, and compare the different language versions of the same content. Once you change a language in one window, the language will change for subsequent links on the site in all open windows, and will remain your selected language even after you sign out and back in again. To return to your original language, select it from the flag at the bottom of any site page.
HPE Support Center: User Guide Page 145 of 152 Get help from HPE
Use Get help from HPE to:
l Submit or manage support cases. See "Support Case Manager" on page 31 for details.
l Chat with an HPE representative to help you find solutions to common product issues.
l View All HPE contact options, which includes links to forums, to site help, to a form you can submit with questions about using the site, and to phone numbers for support in your locale or worldwide. For worldwide technical support information, see the HPE support website. Before contacting HPE, collect the following information:
l Product model names and numbers
l Technical support registration number (if applicable)
l Product serial numbers
l Error messages
l Operating system type and revision level
l Detailed questions Documentation feedback HPE welcomes your feedback. To make comments and suggestions about product documentation, send a message to: [email protected]. Include the document title and part number if available in your message. All submissions become the property of HPE. Related information
l HPE Insight Remote Support documentation at the Hewlett Packard Enterprise Information Library
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Known issues
The following is a list of known issues.
Topic Description
Edit When completing device registration for direct connect devices, if you enter the same information for service primary and secondary contacts, the contact information for both will become unavailable. information
HPE Support Center: User Guide Page 147 of 152 Glossary H
A HPE Authorized Channel Partner Two types: HPE Authorized Reseller, who has Agentless Management Service (AMS) been approved by HPE to become a partner in the iLO 4 AMS uses out-of-band communication for Global Partner Portal, and who meets certain increased security and stability. This feature runs criteria. HPE Authorized Service Partner, who in on iLO hardware which is independent of addition to the services a reseller can provide, operating system and processor. can also deliver break-fix services.
HPE Authorized Reseller/Distributor C Channel partners who sell hardware and services. contract General term including: HPE support agreement, HPE Authorized Service Partner packaged support, and warranty. Channel partners who deliver services and/or installation service on HPE’s behalf. contract and warranty General term including: HPE support agreement, HPE Insight Online packaged support, and warranty. Part of HPE Support Center. Provides secure access to support the devices in your IT CSN environment. Used primarily by IT staff and HPE Channel Services Network Authorized Channel Partners to support infrastructure. Customer Self Repair (CSR) A feature in the Product Support section of HPE Insight Remote Support HPESC. Allows HPE to ship replacement parts Insight RS provides proactive remote monitoring, directly to you, and provides you with the option diagnostics, and troubleshooting to help improve of replacing parts yourself or having it done by the availability of supported HPE servers and HPE service personnel. Available for certain storage systems in your data center. products. HPE Passport ID ID for your HPE Passport account. Needed to D sign in to HPE Support Center and Insight Online. It may be the email address you used when Derived contract or warranty registering. A contract or warranty that is automatically linked to your HPE Passport ID as a result of being HPE Support Center (HPESC) associated with a device registered to you or Contains: Product Support and My shared with you by another user. IT Environment sections. Use Product Support to find drivers, patches and other software, and device search for a variety of support documentation. Any object such as a server, storage system, or Use Insight Online to manage your remote switch, that by means of being monitored by HPE support devices and contracts, and to access remote support technologies and properly features such as Service Credits and reports. registered, or added manually, appears in Insight HPE Authorized Channel Partners also have Online. access to a My Customers section.
HPE Support Center: User Guide Page 148 of 152 Glossary: iLO - Web-Based Enterprise Management (WBEM)
service event I HPE remote support technologies monitor a customer’s hardware environment for service iLO events that require action from the HPE Integrated Lights-Out. Embedded server Authorized Service Partner or customer. For the management technology that delivers web-based most part, actionable service events require remote management that is always available. replacing a failed Field Replaceable Unit or Customer Replaceable Unit in the monitored hardware. O Simple Network Management Protocol (SNMP) OA One of the management protocols supported by Onboard Administrator. The OA for BladeSystem Insight Remote Support. Used extensively by enclosures provides both local and remote networking systems and most servers. administration of BladeSystem c-Class enclosures. Support Account Reference (SAR) A type of product identifier. Also known as a opt-in System handle. During or after device registration, the customer consents or "opts-in" to have HPE or a partner Support Case Manager (SCM) contact them to discuss optimizing their A feature in the Product Support area of HPESC. environment. Use SCM to request support from HPE for products under active warranty.
P System handle Another name for Support Account Reference Packaged support Services (SAR) An enhanced support package that can be purchased for many HPE products and services. These services extend coverage when an original T warranty expires. They reduce downtime risks with support levels from basic to mission-critical. Transport Layer Security (TLS) A protocol that ensures privacy between communicating applications and their users on S the Internet. When a server and client communicate, TLS ensures that no third party SAID may eavesdrop or tamper with any message. TLS Service Agreement ID is the successor to the Secure Sockets Layer (SSL). Secure Sockets Layer (SSL) Standard security technology for establishing an encrypted link between a web server and a W browser. This link ensures that all data passed between the web server and browsers remain Web-Based Enterprise Management (WBEM) private and integral. A set of management and Internet standard technologies developed to unify the management of distributed computing environments,
HPE Support Center: User Guide Page 149 of 152 Glossary: iLO - Secure Sockets Layer (SSL)
facilitating the exchange of data across otherwise disparate technologies and platforms.
HPE Support Center: User Guide Page 150 of 152 Index enable access by partner 125 expired contract or warranty 70 A manually add 69 types of 66 advisories, bulletins and notices 26 device configuration report 112, 132 device group 72 C create 74 default device group 72 channel partner 125 icons, meaning 77 customer info available 128 roles 76 edit service information (customer) 62 diagnostic passwords 53 enable access to customer devices 125 favorites 129 F remove customer 130 service levels 131 find complete device registration 60 advisories, bulletins and notices 26 contract report 112 drivers and other software 23 contracts and warranties most viewed solutions 27 automatically linked 88 product 13 batch link tool 96 product manuals 28 derived 88 product top issues 25 link 88 firmware report 112, 132 information required to 90 ownership types 90 H share by creating contract and warranty HPE Passport account share 92-93 create 11 share by creating device group 92 sign in 10 transfer ownership 95 types of 90 M unlink 96 contracts and warranties report 112, 132 message log 122 create a report My Customers 132 My Customers 132 contracts and warranties report 132 My IT Environment 112 device configuration report 132 customer dashboard 128 firmware report 132 Customer Self Repair (CSR) 54 service event report 132 support case report 132 D My document repository 124 My IT Environment 111 default structures contract report 112 contract and warranty share 88 contracts and warranties report 112 device group 72 device configuration report 112 user group 85 firmware report 112 derived contract or warranty 88 Packaged support report 112 device service event report 112 all devices view 66 support case report 112 organize 66 simplify 66 O types of objects 66 central connect method 60 optimize your IT environment 61 claim HP storage 71 P complete registration 60 delete 69 patch direct connect method 60 download 40, 50 edit service information 62 find by product 46
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for my uploaded HP-UX system 52 product manuals 28 product top issues 25
R
reports content of each type 115, 134 create 112, 132 known issues 122, 140 My Customers environment 132 My IT environment 111 output formats 114, 134 print 120, 139 remove 120, 139 select items 114 templates 120, 139 types of 112
S
search 16 advanced 18 patterns 20 service credits 107 admin and member roles 109 my orders 110 my service credits 109 my services 109 shop HP services 110 shopping cart 109 service event report 112, 132 sign in 10 solutions 77 Support Case Manager (SCM) 31 submit a case 32 update a case 36 view case report 35 support case report 112, 132 support cases 100 submit new 102 view 100
U
user groups 81 create 81 default 85 delete 86 roles assigned group-wide 85
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