HP Insight Remote Support

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1 HP Insight Remote Support Quick Start Guide HP Part Number: Published: March 13, 2009; First Edition, second revision

2 Copyright ; Hewlett-Packard Development Company, L.P. Legal Notices Confidential computer software. Valid license from HP required for possession, use or copying. Consistent with FAR and , 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. The information contained herein is subject to change without notice. The only warranties for HP 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. HP shall not be liable for technical or editorial errors or omissions contained herein.

3 Table of Contents About This Document Intended Audience Publishing History Document Organization New and Changed Information in This Edition Typographic Conventions Related Documents Support Information Overview Product Overview Procedural Overview Managed System Set-up Procedures Hosting Device Procedures System Requirements Device and Access Requirements Collecting Required System Information Configuring the Hosting Device Before You Install: Assessing your Environment and Readiness for Insight Remote Support Download and Install the HP Remote Support Software Manager (RSSWM) Configure the Remote Support Software Manager (RSSWM); Using the Insight Remote Support Configuration Wizard Completing Managed System Configuration with the Insight Remote Support Console Configuring Protocols for Your Environment Configuring Additional Sites and Contacts Adding Sites Adding Contacts Discovering your Managed Systems Adding (Discovering) A Single System Pushing Monitoring Software to Windows Managed Systems with HP Smart Update Manager (HP SUM) Editing Managed Systems to Complete Configuration Provide System Information Provide Entitlement Information Select Site Information Select Contact Information Accessing the System Event Analyzer Special Instructions for Configuring A Proxy Server Sending and Verifying a Test Event Viewing Data Collections Maintenance Information Configuring ProLiant Managed Systems About the ProLiant Support Pack (PSP) Removing Conflicting Software before Configuring Insight Remote Support Removing HP ISEE Removing WEBES Removing OSEM Configuring SNMP on Managed Systems Windows Managed Systems SNMP Configuration Linux Managed Systems SNMP Configuration...46 Table of Contents 3

4 4 Requirements for EVA Supportability with HP Insight Remote Support Understanding the Configuration Options Before Configuring Insight Remote Support Disabling HPCC before Using RSCC for EVA Data Collections CommandView on a Hosting Device CommandView System and Access Requirements Requirements and Documentation to Configure CommandView for EVA HP-UX Managed System Prerequisites for Remote Supportability Required Managed System State BEFORE Installing or Upgrading Required Software Preparing HP-UX Managed Systems Removing HP ISEE from an HP-UX Managed System Removing WEBES from an HP-UX Managed System Configuring Supported HP-UX Managed Systems for Remote Support Meeting HP-UX System Prerequisites About WBEM and SFM for Remote Support Verifying that System Fault Management is Working Configuring WEBES on the Hosting Device to Support WBEM Indications on HP-UX Systems Firewall/DMZ Port Requirements for an HP-UX System Table of Contents

5 List of Tables 1-1 Required Information for Your Hosting Device Required Information for Your Managed Systems Required Software Components for HP-UX Remote Supportability Required Software Components for HP-UX (Integrity) Remote Supportability Required Software Components for HP-UX Remote Supportability Firewall/DMZ Ports Requirements for an HP-UX System

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7 About This Document 1 Intended Audience The Insight Remote Support Quick Start Guide is intended for HP's Small to Medium Business Customers, HP Business Partners, and HP Customers and HP Account teams managing EVA devices. Specifically, THIS version of the document is intended for HP Early Access Particpants. 2 Publishing History Manufacturing Part Number Edition Number Publication Date March 13, 2009 Jaunary 20, Document Organization This document is organized sequentially according to the procedures required to download, install, and configure the Insight Remote Support Solution and its related components. 4 New and Changed Information in This Edition A is the first release of the Insight Remote Support solution, and this document includes entirely new information. 5 Typographic Conventions find(1) Book Title Linked Title Command user input computer output Enter term variable value <element> attrib= 6 Related Documents HP-UX manpage. In this example, find is the manpage name and 1 is the manpage section. Title of a book or other document. Title that is a hyperlink to a book or other document. A Web site address that is a hyperlink to the site. Command name or qualified command phrase. Commands and other text that you type. Text displayed by the computer. The name of a keyboard key. Note that Return and Enter both refer to the same key. A sequence such as Ctrl+A indicates that you must hold down the key labeled Ctrl while pressing the A key. Defined use of an important word or phrase. The name of an environment variable, for example PATH or errno. A value that you may replace in a command or function, or information in a display that represents several possible values. An element used in a markup language. An attribute used in a markup language. The HP Insight Remote Support Release Notes document is available at This document covers product details and information about which Managed Systems and Hosting Devices are supported for use with the Insight Remote Support solution, and it is required for product installation and support. The HP Remote Support Software Manager Usage Guide for Insight Remote Support is also available at This document is optional, as it provides additional information about the Remote Support Software Manager (RSSWM), but the document is not required for Insight Remote Support to function. 1 Intended Audience 7

8 See the the HP Insight Management WBEM Providers Web site at for more information about WBEM providers and credentials. For more information about the System Event Analyzer (SEA) user interface, please see the WEBES User Guide at 7 Support Information It is always advisable that you read the HP Insight Remote Support Quick Start Guide before installation. This document is designed to help and guide you through a successful installation and configuration. However, if you need further support for HP Insight Remote Support then this is available through your HP s local Response Centers. Please refer to for contact details. 8 About This Document

9 1 Overview 1.1 Product Overview HP Insight Remote Support is a new solution that provides: Centralized remote device monitoring of your supported hardware "Phone-Home" reporting of system events to HP Faster notification and subsequent resolution of hardware events in your network Upgrades performed remotely, reducing HP Support Engineer time on your site for installations Automated notifications of new software, deployment statistics, and the state of your configurations improve communications, planning, and management of your Enterprise The HP Insight Remote Support Release Notes detail the specific supported hardware and associated operating systems. Before you download, install, or configure Insight Remote Support components, verify your target hardware devices are supported by cross referencing the HP Insight Remote Support Release Notes at / Remote Support. NOTE: HP Insight Remote Support is different from HP Instant Support Enterprise Edition (ISEE) and HP Remote Support Pack (RSP) in that it is targeted toward small to medium business customers and, unlike RSP, it has no dependencies on HP SIM. ISEE is set for end-of-life in June, See the ISEE Migration page for more information. It is critical to understand the distinct difference between Managed Systems and the Hosting Device in the Insight Remote Support solution. Managed Systems: are the supported hardware devices as defined by the HP Insight Remote Support Release Notes that are monitored for hardware events and from which configuration data is collected. The events and collections are gathered by the Insight Remote Support software on the Hosting Device and then transferred to HP for analysis according to your support level. The Hosting Device: is a qualified Windows ProLiant server as defined by the HP Insight Remote Support Release Notes that hosts the Insight Remote Support management software, collects event and configuration information from the Managed Systems, and transmits this information to HP for analysis. IMPORTANT: If.NET Framework 2.0 is not installed on the hosting device before HP Insight Remote Support installation, the installation process will fail with a non specific error message. To resolve the issue, install.net Framework 2.0 and then re-run the installation process. The.NET Framework 2.0 software version is specifically required. If you install.net Framework 3.x on a system that does not have version 2.0 installed, the installer will automatically install version 2.0 for you. This will provide the.net Framework 2.0 requirement for Insight Remote Support. Do not uninstall.net Framework 2.0 from a.net Framework 3.x installation as this will break Insight Remote Support. 1.2 Procedural Overview The procedures in this document are divided between Managed Systems and the Hosting Device. Before you download, install, or configure the Insight Remote Support solution on the Hosting Device, you need to verify that your hardware is compliant. The following subsections breakdown these and subsequent procedures you will perform to configure the Insight Remote Support Solution Managed System Set-up Procedures IMPORTANT: This solution has been optimized to support 1-50 Managed Systems. Although the Insight Remote Support solution will support up to 100 servers, customers may find these higher numbers make this 1.1 Product Overview 9

10 solution less convenient to configure and maintain and may want to consider installing HP SIM and Remote Support Pack that is optimized to handle much larger numbers of servers and contains additional features. 1. Complete the following procedures for your Managed Systems: Identify the Managed Systems that you want to monitor. Validate that your systems are supportable by checking the HP Insight Remote Support Release Notes. Identify the IP addresses, IP range, or fully qualified hostname for these Managed Systems. Identify the Username and Passwords (credentials) used for the servers and storage devices you want to monitor as Managed Systems. You will need this information when you configure the Insight Remote Support solution. You can log the necessary information in the tables in Section 1.3: Collecting Required System Information. Verify that your ProLiant Managed Systems have the appropriate ProLiant Support Pack (PSP) tools installed. These tools are required to enable the Managed System to collect its own hardware event information and communicate events and collections to the Hosting Device. See Chapter 3: Configuring ProLiant Managed Systems for more information. See the the HP Insight Management WBEM Providers Web site at for more information about WBEM providers and credentials. NOTE: Supported Windows ProLiant systems may be configured by pushing the PSP components through the Hosting Device. Supported Linux ProLiant systems must be configured in advance of the Hosting Device. 2. Remove any conflicting software from your ProLiant Managed Systems (as well as the Hosting Device), and verify that the machines are properly configured as directed in Chapter 3: Configuring ProLiant Managed Systems. 3. Remove any conflicting software from your HP-UX Managed Systems, and verify that the machines are properly configured as directed in Chapter 5: HP-UX Managed System Prerequisites for Remote Supportability. 4. Verify that you are running the correct version of Command View EVA on either your Managed System(s) or Hosting Device. The minimum version supported for CommandView EVA is EVA-LE arrays require CommandView V8.0.1 at minimum. CAUTION: Removing SMI-s from a host system also forces the removal of Command View Tape Library (CV TL). The version of CV TL must match the firmware used in the library. If the version of SMI-s installed by CV TL is older than that used by CommandView, then install or upgrade CommandView AFTER CV TL to avoid a conflict. Additionally, the credentials used by each software application overwritten by the other when it installs. Therefore, it is recommended to use the the same account the details to avoid losing information Hosting Device Procedures 10 Overview Next, complete the following procedures for your Hosting Device: 1. Identify the system you want to use as your Hosting Device and validate that it is supportable in the HP Insight Remote Support Release Notes. 2. Remove any conflicting software from the ProLiant Hosting Device. Details are available in Chapter 2: Configuring the Hosting Device. 3. Verify that Microsoft.NET 2.0 is installed on your Hosting Device. Do not install the Insight Remote Support solution components until you have met this dependency on the Hosting Device. 4. Download the HP Remote Support Software Manager (RSSWM) from HP Software Depot (specific instructions are in Chapter 4: Requirements for EVA Supportability with HP Insight Remote Support ). 5. Install Remote Support Software Manager. 6. Configure the Insight Remote Support Solution.

11 NOTE: After the Insight Remote Support installation, primary initialization and configuration is complete, you can reconfigure RSSWM to fit your enterprise specifications if you so choose. The processes for reconfiguring the RSSWM after it is installed on the Hosting Device through RSSWM, is documented in the HP Remote Support Software Manager Configuration, Usage, and Troubleshooting Guide at Remote Support System Requirements The Hosting Device must meet the base hardware and software requirements defined in the HP Insight Remote Support Release Notes. If your Hosting Device is compliant, complete the following procedures to configure it to monitor Managed Systems. Remote Support Software Manager (RSSWM) is supported only on ProLiant servers running: Windows 2003 Standard, and Windows 2003 Enterprise Windows 2008 IMPORTANT: Verify that Microsoft.NET 2.0 is installed on your Hosting Device. Do not install the Insight Remote Support solution components until you have met this dependency on the Hosting Device. NOTE: Windows 2008 Server Core is not supported, both x86 and x64 variants of all the Windows Operating Systems are supported. RSSWM downloads and installs software to the Hosting Device only, and operates only on a Hosting Device installed on a supported Windows ProLiant device. RSSWM and Insight Remote Support is NOT supported on Virtual Machines (VMWare) Device and Access Requirements The RSSWM User Interface requires administrator privileges on the Windows operating system. NOTE: You must open port 7906 on the Hosting Device to access the Insight Remote Support components on the Hosting Device from other systems inside of the same network. RSSWM on the Hosting Device communicates over HTTPS/443. Likewise, the Insight Remote Support Client component also communicates over HTTPS/443 to submit incidents to and retrieve entitlement information from the HP Support Center. HTTPS provides encryption for confidentiality of software configuration data collected from the Hosting Device and transferred to HP. Even though this chapter focuses on configuring RSSWM, it is advisable to configure your firewall for both communication channels (RSSWM and Remote Support Client) before proceeding. Service Server name IP address Protocol Remote Support Software Manager Software rsswm.software.hp.com HTTPS Policy rsswm.policy.hp.com TCPS HP Remote Support Client services.isee.hp.com HTTPS RSSWM communicates directly with the HP Support Center through the firewall or web proxy server (if a web proxy server is in use). RSSWM supports connecting directly to the Internet or connecting through a proxy server and supports all proxy servers conforming to the HTTP/1.0 Specification. RSSWM does not support proxies using proxy auto-configuration scripts, NTLM authentication (also known as Integrated Windows Authentication), or Kerberos authentication. NOTE: You can check for software or networking updates in the HP Insight Remote Support Release Notes. The initialization and registration of Remote Support Software Manager (RSSWM) can only be performed by a user who is logged onto the Hosting Device via the system console or a console-mode RDC Session. Users should not attempt to initialize or register a Hosting Device with RSSWM via a non-console mode Terminal Services or RDC session. 1.2 Procedural Overview 11

12 1.3 Collecting Required System Information The following tables identify the information you will need to know when you configure you Hosting Device and your Managed System(s). It is advisable for you to find this information before you proceed with Insight Remote Support. Table 1-1 Required Information for Your Hosting Device Required Item Value Fully Qualified Host Name IP Address Site (physical location of Hosting Device) Serial Number Product Number SAID or System Handle Primary Support Contact Primary Contact's phone number Primary Contact's address Primary Contact's hours of availability Additional Contact's phone number Additional Contact's address Proxy Server to be used by Hosting Device (if applicable) Proxy Server Port Proxy Server User Name Proxy Server Password SMTP Server Name SMTP Server Port (the default is 25) Selected address to initiate remote support communications within your enterprise Selected address(es) to receive remote support communications within your enterprise WBEM Domain User Name and Password set for Windows Managed Systems to allow WMI communications between the Hosting Device and the Managed System. CommandView User Name and Password set to allow communications between the Hosting Device and the CommandView service on the Managed System(s). Any additional credentials for further configuration of Windows Managed Systems and CommandView services in your enterprise NOTE: Use this table to capture the relevant information for each of your Managed Systems. Table 1-2 Required Information for Your Managed Systems Required Item Value Fully Qualified Host Name IP Address WBEM Account name to be used on this Managed System Site (physical location of Managed System) Serial Number 12 Overview

13 Required Item Value Product Number SAID or System Handle Primary Support Contact Primary Contact's phone number Primary Contact's address Primary Contact's hours of availability Additional Contact's phone number Additional Contact's address 1.3 Collecting Required System Information 13

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15 2 Configuring the Hosting Device 2.1 Before You Install: Assessing your Environment and Readiness for Insight Remote Support Before you install or configure the HP Insight Remote Support solution, review the following questions to ensure that your environment is prepared and that you have all of the necessary information to succeed with your installation and configuration. 1. Do you understand the difference between a Hosting Device and a Managed System? Yes, proceed to the next question. No, read the product overview in Chapter 1 Overview before proceeding. 2. Are your Hosting Device and Managed Systems supported by HP Insight Remote Support? If you do not know, check the Insight Remote Support Release Notes to verify before proceeding. No, do not use the Insight Remote Support solution for those devices. Yes, proceed to the next question. 3. Do you have ISEE, WEBES, or OSEM installed on any of your Managed Systems or Hosting Device? Yes, do not use the Insight Remote Support solution until you have uninstalled these components. Directions for removing these components can be found in Chapter 3 Configuring ProLiant Managed Systems and in Chapter 5 HP-UX Managed System Prerequisites for Remote Supportability. No, proceed to the next question. 4. Do you have Linux ProLiant Managed Systems? No, proceed to the next question. Yes, do you have the HP ProLiant Support Pack installed and SNMP communications properly configured? Yes, proceed to the next question. No, see the Chapter 3 Configuring ProLiant Managed Systems, and configure your Linux system accordingly. IMPORTANT: If your Linux system is NOT properly configured BEFORE you configure the Hosting Device, you MUST repeat the discovery process described in this chapter after the Linux system(s) is/are configured for the Hosting Device to recognize it/them. 5. Do you have Windows ProLiant Managed Systems? No, proceed to the next question. Yes, do you have the HP ProLiant Support Pack with Insight WBEM Providers installed and domain credentials established? Yes, proceed to the next question. No, see the Chapter 3 Configuring ProLiant Managed Systems, and configure your Windows system(s) accordingly. 2.1 Before You Install: Assessing your Environment and Readiness for Insight Remote Support 15

16 IMPORTANT: See the the HP Insight Management WBEM Providers Web site at for more information about WBEM providers, security, and credentials. 6. Do you have EVA devices with that you will monitor with CommandView and Insight Remote Support? No, proceed to the next question. Yes, have you properly configured your Hosting Device with CommandView or your Managed System with CommandView for monitoring? No, review Chapter 4 Requirements for EVA Supportability with HP Insight Remote Support to verify your Hosting Device or Managed System meets all Command View and SMI-S prerequisites before proceeding. Yes, proceed to the next question. NOTE: Insight Remote Support is installed on a Hosting Device, this can be the same physical device that his hosting CommandView EVA. When a device is hosting CommandView EVA, it is typically called a Storage Management Server (SMS). For the purpose of this document, if CommandView is hosted on separate device from Insight Remote Support, the CommandView host will be called a Managed System; if CommandView EVA is hosted on the same physical device as Insight Remote Support, it will be referred to as a Hosting Device rather than an SMS. 7. Do you have HP-UX Managed Systems? No, proceed to the Remote Support Software Manager (RSSWM) Download. Yes, have you installed the minimum the HP-UX operating system patches and required SFM components? Yes, proceed to the Remote Support Software Manager (RSSWM) Download. No or I don't know, see the Chapter 5 HP-UX Managed System Prerequisites for Remote Supportability, and configure your HP-UX system(s) accordingly. 2.2 Download and Install the HP Remote Support Software Manager (RSSWM) As the first component of Insight Remote Support solution, the RSSWM installation process not only configures RSSWM but it also stages configuration for the rest of the Insight Remote Support components. Complete the following procedures to install and configure the integrated Insight Remote Support solution on the Hosting Device: To download RSSWM, complete the following steps: 1. In a Web Browser, go to HP Software Depot at HP Remote Support Software Manager Configuration, Usage and Troubleshooting Guide for Insight Remote Supporthttp://h20392.www2.hp.com/portal/swdepot/displayProductInfo.do?productNumber=RSSWMBASE. 2. Read the related documentation and the license agreement, and if you agree, choose the Download Directly option on the Software Depot site. 16 Configuring the Hosting Device

17 You can either Run or Save the Remote Support Software Manager RSSWMv05.16.exe (executable.zip file) to your Hosting Device. The file is approximately 42MB and the download time will depend on your Internet connection and your system performance. 3. If you saved the RSSWMv05.16.exe file, navigate to the location where you saved it and double click the file. If you chose to run the file, you will have the same screen below. Unzip the files to a directory of your choice. If you leave the default configuration in place, the installation will start automatically. IMPORTANT: If you do not leave the When done unzipping open.\setup.exe checkbox marked (it is marked by default), take special care to note of where the files are unzipped so that you can navigate back to that directory to run the setup.exe file to launch the RSSWM initialization process. 2.3 Configure the Remote Support Software Manager (RSSWM); 1. After the Remote Support Software Manager initialization process starts, read the license agreement, click Agree. 2.3 Configure the Remote Support Software Manager (RSSWM); 17

18 2. Select the privacy settings that are appropriate to your environment. Click the More Info link next to each item if you need more information about an item. The following table lists settings configured during the RSSWM initialization: Option Select All Allow this product to send data about my operating system and configuration to HP Automatically download and install updates Enable for status and connectivity reports Enable announcements of available software updates Description This selection will enable all of the following options. This is the recommended selection. This option is required to ensure that RSSWM remains synched to the HP Support Center for software updates and operates and communicates correctly. Select this option if you want RSSWM to automatically download and install the latest versions of applications as they become available. If this option is not selected, downloads and installations will need to be performed manually. See the RSSWM Usage Guide at for more information about download and installation options. Check this option if you want to receive an every two weeks summarizing the applications installed on your Hosting Device. You will also receive notifications if connectivity to the HP Support Center is lost. If you enable this option you will be asked later in the initialization process to enter one or more addresses (separated by semi-colons) that will receive status and connectivity reports. IMPORTANT: Early Access Participants, these messages will not be generated during the Early Access Program, but will begin with the official launch of Insight Remote Support to the general public. Select this option if you want to receive s when new software packages become available from HP. If you enable this option you will be asked later in the initialization process to enter one or more addresses (separated by semi-colons) that will receive announcements about available software updates. 18 Configuring the Hosting Device

19 Make your selections and click Next. 3. Enter a directory path where you want RSSWM to be installed and click Next. The RSSWM agent component will be installed, and a window will display the progress. NOTE: The RSSWM Agent is one of several components that installs during this process. You can expect similar status displays later in the configuration process. NOTE: If you cancelled the initialization process prior to the Software Management Agent installing (in this step), you must rerun the setup.exe to complete the RSSWM installation and configuration. If you cancel the installation process after this point, you can restart it by selecting Start Programs Hewlett-Packard Remote Support Software Manager Configure Remote Support Software Manager. 4. Enter proxy, company, and notification information. Option Web proxy settings Description Web proxy settings are configured to enable RSSWM to function in conjunction with your proxy server configuration. The following values can be entered: Server Port Proxy Server User Name Proxy Server Password The default web proxy server settings will be blank and must be populated with the correct proxy information to enable the subsequent connectivity test. 2.3 Configure the Remote Support Software Manager (RSSWM); 19

20 Web Proxy Information If you use a web proxy, click I use a web proxy server, and enter the Proxy Host Name, Proxy Port, Proxy User and Proxy Password. IMPORTANT: The proxy settings configured here will be passed to the Insight Remote Support Console; as well. However, you will need to follow the special steps in the last section of this chapter to configure the proxy password for the Hosting Device, as the password is not transferred. Proxy Host Name and Proxy Port will be prepopulated from Internet Explorer settings, with the exception of user and password. Option Customer s business name Country or region Company Information the drop down menu. Description Provide your business name. While it is not technically necessary to enter your company name as it appears on your service agreement, doing so will improve communication with HP through consistency of information. Select the country or region where the Hosting Device physically resides from the drop down menu. Enter your Business Name and select your Country or Region from Notifications and Reports Contact Enter one or more contact Address (separated by semi-colons). NOTE: The Notifications and Reports Contact Address option will only be available if you selected to receive status and connectivity reports or announcements of available software updates in Step 2. Click Next. 5. RSSWM will test connectivity to the HP Support Center based on the proxy settings entered in the previous step. Click Next to continue. 20 Configuring the Hosting Device

21 If the connectivity test fails, click the Back button to verify your proxy settings. NOTE: You will also see this status window when RSSWM makes contact with HP during the installation. 6. RSSWM will download and install all compulsory software components. Depending on your local network and hardware performance, global Internet activity, and the HP network, this process may be brief, but it could also require a significant amount of time. This process includes both the download and installation of several software applications. A status message will indicate when the process is complete, and in the meantime you can still perform other tasks on the Hosting Device. When updates complete successfully, the HP Insight Remote Support Configuration Wizard will open. NOTE: Once installed, RSSWM can be accessed from the Start menu on the Hosting Device. After initialization, RSSWM will download and install the Remote Support Client. See the HP Remote Support Software Manager Configuration, Usage, and Troubleshooting Guide at netsys.html#insight Remote Support for more information about using RSSWM. At this point HP recommends that you delete the RSSWMv05.16.exe file, and its extracted contents. The files are no longer required and consume 42MB of disk space. 2.4 Using the Insight Remote Support Configuration Wizard The HP Insight Remote Support Configuration Wizard opens automatically after you complete the RSSWM configuration. During your interaction with the wizard, you will view the license agreement, decide about HP contacting you and information exchange with HP, and provide system and contact details necessary for Insight Remote Support to monitor your Managed Systems and report back to HP. Some of the data you entered in the preceding RSSWM configuration process will also be used and auto-populated by the HP 2.4 Using the Insight Remote Support Configuration Wizard 21

22 Insight Remote Support Configuration Wizard. If none of this data is displayed in the Insight Remote Support Console refresh your Browser, especially if you are using Internet Explorer 6.0. NOTE: If you have exited the Insight Remote Support Configuration Wizard before completing the configuration, you can restart it by browsing the following URL in a web browser on the Hosting Device: 1. When the wizard launches, read the overview and click Next. 2. Read the end-user-license-agreement, and select the appropriate response. You must scroll all the way through the licence-agreement to select the acceptance button. It is necessary to scroll through the agreement to read it completely. Your active approval is required before you can proceed. 3. Read the system collection information screen. Decide if HP can contact you based on the information collected, select the appropriate option, and click Next. IMPORTANT: The configuration collection is a mandatory part of the Insight Remote Support solution. If you do not agree to this system configuration collection, you may choose to investigate the HP Remote 22 Configuring the Hosting Device

23 Support Pack; a more complex solution that allows you to disable and schedule the system configuration collections. NOTE: Data is not collected from HP-UX Managed Systems with Insight Remote Support Version A Provide your company location information. This information will be included with hardware events submitted to HP from your Hosting Device. NOTE: The Site Name is a field you can use to determine where your Hosting Device will be located. If you only have one site, you can use this field to note a particular building, floor, etc., where the system can be physically located. You can configure additional site names for your Managed Systems when the wizard is complete. The Site Name entered in this screen will be the default site name applied to all systems (both the Hosting Device AND Managed Systems) unless you configure your Managed Systems otherwise. 5. Provide the contact information for the individuals to be contacted by HP in response to any hardware events. You may provide alternative contact information or other pertinent information in the free text fields labeled Additional Information. 2.4 Using the Insight Remote Support Configuration Wizard 23

24 6. Provide the SMTP server and port information you will use to direct communications generated by the Insight Remote Support solution. 7. The Insight Remote Support Configuration Wizard will prompt you for your WMI credentials. These are the default access credentials required for Insight Remote Support on the Hosting Device to communicate with and retrieve event details from your Windows Managed Systems, including those hosting CommandView for EVA or EVA-LE. Provide the username and password necessary to access the Managed Systems in your enterprise and click Next. NOTE: If you have more than one set of system credentials for different Managed Systems in your environment, choose one set of credentials now, and then you can add the others in the Insight Remote Support Console after the Wizard has completed initial configuration. 8. The Insight Remote Support Configuration Wizard will prompt you for your CommandView credentials. These are the default access credentials required for Insight Remote Support on the Hosting Device to communicate with CommandView on Managed Systems. If you do not have an EVA in your environment, deselect the checkbox, and click click Next. 24 Configuring the Hosting Device

25 NOTE: If you have more than one set of credentials for different instances of CommandView on multiple Systems in your environment, choose one set of credentials now, and add the others in the Insight Remote Support Console after the Wizard has completed initial configuration. 9. Review the configuration summary screen. If you need to make modifications to the data, click the Previous button. If the summary information is satisfactory, click Next. 10. When the Insight Remote Support Configuration Wizard completes, you will have the option to launch the Insight Remote Support Configuration Console. Or, if you have not collected the information for your Managed Systems yet, you can run it manually at a different time. Select the the options you prefer, and click Done to exit the Insight Remote Support Configuration Wizard. 2.5 Completing Managed System Configuration with the Insight Remote Support Console If you have properly configured your ProLiant systems, then you are ready to discover your Managed Systems. 2.5 Completing Managed System Configuration with the Insight Remote Support Console 25

26 IMPORTANT: If you did NOT configure your systems as directed, or are not planning to use the Software Push feature on eligible Windows Managed System. You must run discovery again after the Managed Systems are properly configured for them to be monitored by Insight Remote Support Configuring Protocols for Your Environment If you have additional credentials besides the WMI and CommandView credential sets that were pre-configured through the Insight Remote Support Configuration Wizard, configure the those system access credentials (protocols) that will allow the Insight Remote Support on the Hosting Device to communicate with your Managed Systems. After you have completed system discovery in the next section these protocols can be applied to your specific Managed Systems through the Edit System option. IMPORTANT: If you have not used the public community string setting for your SNMP configuration on your Linux and Windows Managed Systems, you must create an additional SNMP protocol profile for those Managed Systems on the Hosting Device. Similarly, if you have more than one domain user account for WMI/WBEM communications, you will need to create additional protocols for each of those use accounts. 1. Launch the Insight Remote Support Administration Console in a Web browser with the URL: localhost:7906/installwizard/managedentities.html NOTE: Wizard. This console may already be open if you recently used the Insight Remote Support Configuration 2. From the Insight Remote Support Console, select the Protocols tab. 3. At the lower part of the screen, choose the Add Protocol option. 26 Configuring the Hosting Device

27 4. In the Add Protocol pop-up, enter a protocol name and select a type from the drop-down menu, then click Add New Protocol. 5. Select the newly added protocol from the upper portion of the screen, and then click Edit Protocol. 6. In the Edit Protocol pop-up, enter the appropriate credentials (username and password) for the systems that will share this protocol. 7. Click Apply Updates. 2.6 Configuring Additional Sites and Contacts The process of configuring additional sites and additional contacts is optional. If you only have one site or one contact to be notified of system problems, then you can skip this part. However, if you have Managed Systems or the Hosting Device located at different sites, or even in different buildings on the same site, you may choose to configure those sites to add detail to notifications about system failures. Additionally, you may want additional contacts to assign to specific systems. These are optional settings based on your business needs, but if you are going to configure these options, you should do this now, before configuring your systems so all details are available to you Adding Sites 1. From the Insight Remote Support Console, choose the Sites tab. 2. On the lower part of the screen, select Add Site. 3. In the Add a new Managed Site pop-up, enter a site name, and click Add New Site. 4. Select a site from the list, and then click Edit Site. 5. Enter the appropriate information for this site, and then click Apply Updates. 2.6 Configuring Additional Sites and Contacts 27

28 NOTE: If you choose to set this site as your default, it will disable the default that was set when you configured your Hosting Device using the Insight Remote Support Configuration Wizard. Additionally, whichever site is set as the default will be applied to all Managed Systems until those systems are individually edited. Now the new site you added will be available to be applied when you edit your Managed Systems Adding Contacts 1. From the Insight Remote Support Console, choose the Contacts tab. 2. On the lower part of the screen, select Add Contact. 3. In the Add a new Contact pop-up, enter the contact's first and name, and click Add New Contact. 4. Select a contact from the list, and then select Edit Contact. 5. Enter the appropriate information for this contact and then click Apply Updates. NOTE: If you choose to set this person as your default contact, the contact you set when you configured your Hosting Device will no longer be the default. Additionally, whoever e is set as the default contact will be the contact for all Managed Systems until those systems are individually edited Discovering your Managed Systems This procedure is for discovering more than one Managed System. If you only want to find a single system, that process is described in the next section. 1. Click the Discovery Settings option on the lower part of the window. CAUTION: If you have several (more than 30) systems on your network, depending on your network speed it may take a considerable time to discover all of the systems at once if you choose the Start Discovery option. Unless you have a very small network, HP advises that you specify discovery settings BEFORE clicking the Start Discovery button. 2. Choose the preferred option, LAN, subnet, or specified IP Range. You can include additional IP ranges in your discovery settings, by clicking the Add button. 28 Configuring the Hosting Device

29 3. Now, click the Start Discovery option to initiate discovery of your Managed Systems. NOTE: You will notice the status bar for discovery first, followed by a status that indicates the protocols you configured in the last section are being confirmed against your discovered systems. If your discovered systems do not share the same credentials or were not configured to exchange SNMP information with the Hosting Device, the discovery process will find less information as it discovers your Managed Systems. If your Managed System are fully and properly configured, more information will be exchanged and less additional configuration will be required. If your Managed Systems are properly configured, you can now edit the systems with additional system information. If the MS Windows systems are not properly configured, you can use the Software Push option to push the required providers to supported Windows systems, or you can manually configure your Linux and HP-UX systems. You can also manually configure your Windows systems if you choose not to use the Software Push. However, if you manually configure any systems, you need to rediscover them before they can be monitored by Insight Remote Support Adding (Discovering) A Single System Use this process to discover or re-discover a single system or add a new Managed System. NOTE: again. If you are re-discovering a Managed System, delete it from the Systems list before your add it If you are adding a new Managed System make sure you have already configured the appropriate protocols for that system. 1. Click the Add System button on the Systems tab. 2.6 Configuring Additional Sites and Contacts 29

30 2. In the pop-up screen, enter the fully qualified hostname for the Managed System NOTE: The IP address is not supported in this field, it must be the fully qualified hostname of the Managed System. 3. Click theadd New System button to add the Managed System. Unlike the discovery process, there is no status indication. If you do not see your added system in the systems list within five minutes, refresh your browser Pushing Monitoring Software to Windows Managed Systems with HP Smart Update Manager (HP SUM) IMPORTANT: This process applies ONLY to supported Windows Managed Systems. If you are configuring only Linux or HP-UX systems, skip this section. After your protocols have been configured and your Managed Systems have been discovered, you can "push" the required WMI Providers and other PSP software components to your Windows Managed Systems. For the software push process to work between the Hosting Device and the Managed System(s), the firewall for the Managed System(s) MUST be configured to accept File and Printer Sharing (on port 445) connections from the Hosting Device. The exception must be enabled and the Hosting Device must be included in the that exception. NOTE: If you choose NOT to use the HP SUM software to push software to your Windows Managed Systems, then you must manually install and configure the WMI Provider, which is available on the PSP CD that ships with all HP ProLiant servers. Additionally, if you do not install the WMI provider until after running discovery, you must run discovery again in the Insight Remote Support Console once the WMI Providers are installed on your Managed Systems. If your Windows Managed System is also an Storage Management Server monitoring an EVA device, you also need to install ELMC. See the EVA Chapter for more information. To push software using HP Smart Update Manger (HP SUM): 1. From the the Insight Remote Support Console, choose the Push Software tab. 2. Choose the Managed Systems to which you want to push the WMI providers and other components, and click Push Software. 30 Configuring the Hosting Device

31 3. The HP SUM interface will launch a status window, and immediately begins to build an inventory of available applications. Then, the software will prompt you for the username and password for the selected Managed Systems. Enter the appropriate credentials and click OK. IMPORTANT: You must provide the system name or ip address of the Managed System and a backslash before providing an administrator User Name; example: examplesystemname\exampleusername. Please note that network connectivity issues between the Managed System and the Hosting Device may cause login failure. The status window will return as the Managed System is assessed for software updates. 2.6 Configuring Additional Sites and Contacts 31

32 4. Select from the recommended components. WBEM Providers are required for all Windows ProLiant systems including those hosting CommandView. Event Log Monitoring Collector (ELMC) is required for all Managed Systems hosting CommandView. IMPORTANT: Take note of the following: You MUST configure the user name for the WBEM providers by clicking the Configure Now link. Be sure to respond to any mis-configuration alerts you might see in the HP SUM display BEFORE starting the installation. Scroll to the bottom on the screen to determine if any of the suggested components will require a reboot of the Managed System. If a reboot is required for components, you can toggle them on and off to determine, include or eliminate those that might force a reboot. You can also turn off the reboot using the checkbox at the top of the window. 5. When you have made your software selections, click Install. The HP SUM status window will show the installation status and expected time to complete. 32 Configuring the Hosting Device

33 6. When the installation is complete, the status window will refresh with details about the completed installation. 2.7 Editing Managed Systems to Complete Configuration Once the required Insight Management Agents (Linux), Insight Providers (Windows), or SFM components (HP-UX) have been correctly installed on your Managed Systems, you can complete configuration of system details that will accompany any hardware events sent to HP. These details ensure that events received are processed correctly and that anyone responding to an event has the appropriate system information to expedite troubleshooting. The Systems Tab displays a list of all of your discovered systems. When you select a system from this list, the lower part of the screen displays Summary, Entitlement, Contact and Site, and Protocols status tabs for that particular Managed System. You can review your systems' status in these tabs. To change the status, you can use the Edit System feature. 1. Select a system from the Managed Systems list. 2. Click Edit System. 3. In the Edit Managed System pop-up window, enter the appropriate information for your Managed System, and click Apply Updates. You can use all of the features in the Insight Remote Support Console to manage new systems as you add them to your network over time Provide System Information This location information is specific to the system and may be different from the Hosting Device. The System Name and System Type are configured when the system was discovered and cannot be edited. You must choose a system sub-type from the drop-down menu. You can choose a more familiar name for the system as well, but this is optional Provide Entitlement Information Entitlement information is required to route your Managed Systems' hardware events to the appropriate HP support program based on your contract and support level. Without the necessary and correct entitlement information, events from your Managed Systems cannot be received and the systems cannot be supported. Select the Entitlement type, which is the one of the following contract types: CarePack if you have a CarePack Serial Number Compaq ID if you have a Compaq Contract SAID if you have a Service Agreement ID 2.7 Editing Managed Systems to Complete Configuration 33

34 System Handle if you have been given a System Handle for your contract Warranty if none of the above apply and your system is under warranty If the serial number was automatically Discovered and is correct, then no change is necessary. If it is blank or incorrect, provide the correct serial number for this system. If the Product Number has been automatically discovered and is correct, then no change is necessary. If it is blank or incorrect, then provide the correct product number for this system. Provide the Entitlement ID, which is the alphanumeric value of the contract ID itself If appropriate, provide the Obligation ID, which is the Compaq Software Obligation ID for some North and Latin American customers whose Entitlement Type is CarePackID or CompaqID. A customer who has a Platinum, Gold, or Silver pre-merger Compaq contract should provide a red access ID (also called an Obligation ID). If appropriate, provide the Custom Delivery ID. The Custom Delivery ID is unique to your service level agreement. Contact your HP Account Team or Service Provider for more details Select Site Information The sites you previously configured will be available in the site drop-down box. If you do not choose a site, the default site of the Hosting Device will be selected for this Managed System Select Contact Information Select a primary contact for this system from the Primary Contact drop down box. If you have not configured additional contacts, the default contact for the Hosting Device will be applied to this Managed System. You may optionally choose an additional Out of Hours or back-up contact and an HP Contact if you have need. TIP: HP strongly recommends that you close the Insight Remote Support Console to free up resources on your Hosting Device 2.8 Accessing the System Event Analyzer The System Event Analyzer (SEA) is part of the Insight Remote Support Solution and allows you to view additional data from your Managed System. The following subsections detail various processes that require the SEA. In each case, you must access the SEA interface as directed below: 1. To log into SEA, click Start Programs Hewlett-Packard Service Tools System Event Analyzer System Event Analyzer. NOTE: If you are logging into the Hosting Device from another system open a web browser and enter the following URL: If the term localhost does not work for you, use the fully qualified host name or the IP address of the Hosting Device instead. 2. You will be prompted to enter a Profile User Name for your session; this can be any name you choose. Enter the name and click Logon 3. If you are prompted by the browser that the site does not have a signed certificate, click the link that will let you continue to the web page. This application is hosted on the Hosting Device Special Instructions for Configuring A Proxy Server The following steps outline how to configure the Insight Remote Support Solution to communicate to HP using your Proxy Server: 1. In the SEA interface, click on the RSC Settings icon (see the circled icon in the image below). 34 Configuring the Hosting Device

35 2. Scroll down the page and enter the appropriate proxy server information for your Hosting Device. 3. Click Update to commit the changes to Insight Remote Support Sending and Verifying a Test Event You can now send a test event from either the Hosting Device or a Windows Managed System by running the following command from a C:/ prompt on that system: wccproxy test You can also send an HP-UX test indication on the Managed System by executing the following command # /opt/resmon/lbin/send_test_event disk_em After running the test, log in to the System Event Analyzer (SEA) on the Hosting Device as directed below to view the event status. 1. Once you have logged into SEA, if any of your Managed Systems are not fully configured, you will see a list of the systems (managed entities) highlighted in orange. If this is the screen you see, then provide the correct information for the Managed System(s) by clicking on the system name and adding the required information. If the systems you want to verify are not in the managed entity list, click the View Full List button. If your system is still not in the list, it may not have been discovered. Go back to the Insight Remote Support Console to find the system. Then return to the next bullet item below. If your Managed System is on the full list, but not in orange, click the System Event Analyzer link at the very top of navigation tree on the left side of the screen. 2. If your systems were all fully configured, the System Event Analyzer (SEA) prompt you to create groups for organizing and navigating your Managed Systems. 2.8 Accessing the System Event Analyzer 35

36 3. You can create new groups or use the default group. Once you have all of the groups you want, add Managed Systems to those groups. While events will be submitted to HP even if you do not do this, you must add the Managed Systems to the groups if you want to enable yourself to view the event status of the Managed Systems. 4. To add your Managed System(s) to a group: a. Select your chosen group in the navigation tree on the left side of the screen. b. Choose your Managed System (Entity) from the drop-down list. c. Optionally, determine the precedence of the Managed System in the Navigation Tree d. Click the Add New Node button to add this Managed System to the designate group. NOTE: You can do this for every Managed System for which you want to view collection and event data. However, it is only required to view the data, submission to HP will happen regardless 36 Configuring the Hosting Device

37 of this configuration. For more information about the SEA user interface, please see the WEBES User Guide at 5. Now that your Managed System is added to a group, it will be viewable in the navigation tree. Find the system in the navigation tree under the group to which it was added. Select the system, and you will have the options to view events submitted through the protocols configured for that Managed System. Click the System Log link to view the problem report for this Managed System. You can also click the Event tab at the bottom of the screen to see a list of events. This is where you will find your test event. 2.8 Accessing the System Event Analyzer 37

38 NOTE: Problem reports or events that include the term CUST do not require assistance from HP and will not be transmitted to HP, but will be included in the event and problem report lists and may be sent to the Customer. 6. Click on the link for an event or problem report for a detailed summary. 7. Now that you have verified your test event was received by WEBES you can check its submission status to HP. Click the WEBES Notification Status icon at the top of the page. 8. Find your test event in the list, in the Status column on the far right side, you can determine if the event was sent to HP. 38 Configuring the Hosting Device

39 NOTE: The legacy term Delivered: ISEE; that the event was actually delivered to HP by Insight Remote Support. Insight Remote Support is a replacement for ISEE Viewing Data Collections You can access the Managed Entities screen in System Event Analyzer (SEA) to determine if collections were sent to HP and to view the collection data that was sent. To do this: 1. Access the System Event Analyzer (SEA). 2. Click the Managed Entities as indicated in the image below. 3. The Managed Entities page will display and the right column will indicate when, if ever, a collection was sent to HP. NOTE: HP-UX systems will not send collections in Insight Remote Support A You can click on the Collection link to see the details of the data that was sent to HP Maintenance Information If you have a Managed System that uses ELMC communication protocols and will be offline for maintenance, please complete the following to disable Binary Event Analysis before you take the Managed System offline: 1. Locate the targeted Managed System in the list of Managed Entities and click on it. 2. Set the ELMC Protocol to Disabled. (If there are more than one ELMC protocol, remember the ELMC protocol that it was set to). When your Managed System is back online, complete the following steps to restore Binary Event Analysis. 1. Open the WEBES SEA interface from the Start Menu. 2. Locate the Managed System in the list of Managed Entities and open it. 3. Reset the ELMC Protocol to it previous setting. 2.8 Accessing the System Event Analyzer 39

40 40

41 3 Configuring ProLiant Managed Systems Before you can monitor your ProLiant Managed Systems, you must: Validate that the systems are supported systems by checking the HP Insight Remote Support Release Notes. Verify the correct ProLiant Support Pack (PSP) tools are installed and configured on your systems. NOTE: For supported Windows ProLiants, you can push the most current PSP tools to the system from the Hosting Device as described in Chapter 4: Requirements for EVA Supportability with HP Insight Remote Support. For Supported Linux ProLiants, the IM Agents version 7.1 or higher, must be installed (or verified if already installed) from the PSP before you can continue. 3.1 About the ProLiant Support Pack (PSP) The ProLiant Support Pack (PSP) is a system-specific software bundle that includes drivers, utilities, and management agents for your ProLiant device(s). the PSP is shipped in-box with every ProLiant on the HP SmartStart CD. The most current version is also available at IM Providers for Windows HP ProLiant systems running MS Windows are supported by Insight Management Providers (IM Providers), which are delivered through the PSP. IM Providers on the SmartStart CD and/or in the ProLiant Support Pack (PSP) version 8.1 and higher are supported for Insight Remote Support. IMPORTANT: IM Providers for Windows are REQUIRED for the Hosting Device as well. See the the HP Insight Management WBEM Providers Web site at for more information about WBEM providers, security, and credentials. IM Agents for Linux HP ProLiant systems running Linux are supported by Insight Management Agents (IM Agents), which are also delivered through the PSP. IM Agents on the SmartStart CD and/or in the ProLiant Support Pack (PSP) version 7.1 and higher are supported for Insight Remote Support. NOTE: On your Linux Managed System, the /etc/snmp/snmpd.conf file contains the current SNMP configuration. During your configuration of the installation script of IM Agents, watch for information about this file. When the script prompts you about Configuring SNMP access from remote Management Station(s), be sure to include the IP address for your Hosting Device. If you do not, you will need to reconfigure this on the Managed System. System Management Homepage System Management Homepage (SMH) is also part of the PSP. It provides additional reporting capabilities on the Managed System itself. While not mandatory for Insight Remote Support, if you have not configured your SNMP services correctly to communicate with the Hosting Device during Insight Management Agent installation you will need SMH to reconfigure those settings. NOTE: SMH is installed by default on the Hosting Device with the HP Insight Remote Support Solution. If both SNMP and WMI are available on the Windows Managed System it is recommend that one of the protocols be turned off to prevent dual notification of a failing device. It is recommend that SNMP be turned off if there are no smart detached storage devices such as MSAs attached to the Managed System. If such devices are installed then it is recommend that the WMI Protocol be turned off. This is done by editing the Managed System in the Insight Remote Support Console and selecting off from the drop down box for that protocol. 3.1 About the ProLiant Support Pack (PSP) 41

42 3.2 Removing Conflicting Software before Configuring Insight Remote Support These steps ( Removing HP ISEE through Removing OSEM ) are required ONLY if you already have ANY version of the HP ISEE client, WEBES, OSEM, or WCCProxy installed on the SMS Removing HP ISEE These steps are required ONLY if you already have HP Instant Support Enterprise Edition (ISEE) installed on your managed system. If you do not have ISEE installed on your managed system, you can skip this section. IMPORTANT: Instant Support Enterprise Edition (ISEE) A and earlier IS NOT THE SAME APPLICATION as HP Remote Support Pack and it should not be installed on any systems with Insight Remote Support. To remove ISEE, do the following: 1. In Control Panel, double-click Add/Remove Programs. 2. In the Add/Remove Programs dialog, locate the ISEE entry (if any) and click Remove Removing WEBES NOTE: Once ISEE has been removed, removing WEBES should also remove WCCProxy. If ISEE was not already removed, WEBES will not remove WCCProxy. TIP: Prior to removing WEBES, it recommended that you access the System Event Analyzer (SEA) UI and retrieve the system serial number and product IDs from the Managed Entities pages. This information can be subsequently used when you configure managed systems properties in HP Insight Remote Support on the Hosting Device. To uninstall all WEBES tools (including WCCProxy), follow these steps: 1. Log on to the Managed System using an account with administrator privileges. 2. Completely close all tools that are running. 3. In Control Panel, double-click Add/Remove Programs. 4. In the Add/Remove Programs dialog, locate the WEBES entry and click Change/Remove to run the setup wizard. 5. When prompted, choose the Remove option. 6. Follow the prompts to proceed with the uninstallation. 7. In the Add/Remove Programs dialog, verify that the WCCProxy entry is not present. If it is, you can remove it manually by selecting and click Remove Removing OSEM Uninstallation completely removes all the files under the OSEM directories. If desired, you can manually back up configuration files such as working.props, hosts.txt, or communities.txt. You also may want to back up the notifications folder to preserve copies of all your problem reports. OSEM or greater makes a copy of all configuration and state information during the uninstall process. To uninstall all WEBES tools, follow these steps: 1. Log on using an account with administrator privileges. 2. Completely close all tools that are running. 3. In Control Panel, double-click Add/Remove Programs. 42 Configuring ProLiant Managed Systems

43 4. In the Add/Remove Programs dialog, locate the OSEM entry and click Remove to run the setup wizard. CAUTION: In the setup wizard, the first Cancel button is your only opportunity to cleanly exit the uninstall routine. Afterwards, do not cancel or stop the uninstall, even if a cancel or quit option is made available. 5. Follow the prompts to proceed with uninstallation. 3.3 Configuring SNMP on Managed Systems Your managed systems must be configured to communicate with the Hosting Device. If you choose to rely on WMI for your Windows Managed Systems communication protocol, configuring SNMP on those Windows Managed Systems is optional. However, if you do not configure it, the Managed Systems will not fully communicate SNMP information with the Hosting Device. You must configure your Linux Managed Systems to communicate with the Hosting Device. Managed systems that participate in SNMP notifications must include the following: All managed systems must have a working intranet connection, such as through an ethernet adapter, with TCP/IP installed and running. Managed systems must have two-way communication with the Hosting Device over this connection. Managed systems need the Insight Management Agent software for problem detection and trap generation. The IM agents are distributed by HP and are designed to generate SNMP traps with information that allows for a more complete analysis. Finally, all managed systems need to have the IP address of the Hosting Device host defined as a trap destination Windows Managed Systems SNMP Configuration The Hosting Device must be able to communicate with the Managed System, but by default, Windows Server 2003 only accepts SNMP packets from the localhost. To configure Windows Server 2003 to send traps to the Hosting Device: 1. In a Web Browser, access the System Management Homepage (SMH) on the Managed System: 2. Login using the administrator user name and password for the Managed System. 3. Click the Settings tab. IMPORTANT: If the Settings tab does not display the previous image but displays the following image, then in the Select SMH Data Source box, click the Select link. 3.3 Configuring SNMP on Managed Systems 43

44 If you have WBEM/WMI Providers set on this Managed System, you may need to switch to the SNMP setting (see the following image). If this is necessary, switch the radio button to SNMP and click Select. If this happens while you are logged into SMH on the Managed System remotely, you will have to log in again and go back to the Settings tab. 4. In the SNMP Web Agent box, click the SNMP and Agent link. 5. In the Management Agent Configuration screen, on the left navigation list, click the Security link. 44 Configuring ProLiant Managed Systems

45 6. In the Security screen you can either specify the IP address for your Hosting Device in the Accept SNMP packets from these hosts option, or you can just select the Accept SNMP packets from any host option. 7. From the Security Screen, on the left side of the screen, click the Traps link. 3.3 Configuring SNMP on Managed Systems 45

46 8. In the Trap Configuration screen, either add a community string that will include the Hosting Device or edit the public string to include the Hosting Device, NOTE: You will need to complete the preceding steps for each Windows Managed System that will communicate to the Hosting Device through SNMP Linux Managed Systems SNMP Configuration As stated, the Insight Management Agents are required for Linux Managed Systems. Once you have installed the Insight Management Agents to your Managed Systems, you access the snmpd.conf file to add the IP address for the Hosting Device for SNMP communication from the Managed System(s). You will need to do this for each Linux Managed System. 1. In a Web Browser, access the System Management Homepage (SMH) on the Managed System: 2. Login using the root user name and password for the Managed System. 46 Configuring ProLiant Managed Systems

47 3. Click the Settings tab. 4. Click the SNMP Configuration link. 5. In the SNMP Configuration File add a trapsink command that includes the IP address for your Hosting Device, for example trapsink public, and click Change. NOTE: For those Linux installations (for example Red Hat 4 or 5) that support the added security of view statements, then the following adjustments should be made from the defaults. If you do not assign the trapsink entry as public, then you must configure a new SNMP protocol for this Managed System 3.3 Configuring SNMP on Managed Systems 47

48 and any other using the same community string through the Insight Remote Support Console on the Hosting Device. 6. For the Hosting Device to be able to collect all relevant information about this Managed Systems, you need to scroll down in the SNMP Configuration File to the view systemview included entries. Comment out the default entries with a # character. Then add this entry: view systemview included.1 80, and click Change. 48 Configuring ProLiant Managed Systems

49 4 Requirements for EVA Supportability with HP Insight Remote Support 4.1 Understanding the Configuration Options Insight Remote Support is installed on a Hosting Device, this can be the same physical device that his hosting CommandView EVA. When a device is hosting CommandView EVA, it is typically called a Storage Management Server (SMS). For the purpose of this document, if CommandView is hosted on separate device from Insight Remote Support, the CommandView host will be called a Managed System; if CommandView EVA is hosted on the same physical device as Insight Remote Support, it will be referred to as a Hosting Device rather than an SMS. There can be multiple CommandView instances in an environment for the purposes of fault tolerance or load balancing; however there can only be one CommandView server that is actively managing a given EVA array at any time. To qualify for Insight Remote Support, the Managed System must have CommandView EVA installed (Version or later) and be managing at least one array. SMI-S is delivered with the CommandView EVA installation and is required as it serves as the communication path between Insight Remote Support and the array, using a CIMOM for WBEM communications. NOTE: Event data for the EVA is only delivered to the CommandView that is actively managing the array. However, you must also push ELMC on any server that is running CommandView that is capable of being an active manager of an array of EVA devices using the Software Push process described in Chapter 2: Configuring the Hosting Device. Any CommandView instance that is not currently actively managing an EVA is considered a passive instance of CommandView. 4.2 Before Configuring Insight Remote Support If you only have one instance of CommandView in your enterprise, HP recommends cohosting the CommandView software on the Insight Remote Support Hosting Device. If you have more than one instance of CommandView in your enterprise, you can host one instance on the Hosting Device and manage the other CommandView hosts as Managed Systems. All of the steps in this section must be performed on the actual system hosting CommandView, whether that is the Hosting Device of the Managed System. For simplicity, this document uses the term Hosting Device, but understand that the same applies to Managed Systems if they are also CommandView hosts. Before you install HP Remote Support Software Manger and configure Insight Remote Support: 1. Verify that CommandView EVA or higher is installed on the Hosting Device for EVA, (Command View EVA is required for for EVE-LE). 2. Confirm that the SMI-S EVA and SMI-S CIM components (the two components that comprise SMI-S) are installed on the Hosting Device. 3. Go to the Windows Control Panel and ensure that the following components are listed in the Add/Remove Programs dialog: HP StorageWorks CommandView EVA HP StorageWorks SMI-S CIMOM HP StorageWorks SMI-S EVA Starting with CommandView V8.0, the software components HP StorageWorks SMI-S CIMOM and HP StorageWorks SMI-S EVA are no longer visible in the Add/Remove Programs window. Verify the component is installed and running by checking the presence and status of the Service named HP StorageWorks CIM Object Manager. If the required CommandView components are NOT installed, see Requirements and Documentation to Configure CommandView for EVA for more details. CAUTION: Removing SMI-s from a host system also forces the removal of Command View Tape Library (CV TL). The version of CV TL must match the firmware used in the library. 4.1 Understanding the Configuration Options 49

50 If the version of SMI-s installed by CV TL is older than that used by CommandView, then install or upgrade CommandView AFTER CV TL to avoid a conflict. Additionally, the credentials used by each software application overwritten by the other when it installs. Therefore, it is recommended to use the the same account the details to avoid losing information Disabling HPCC before Using RSCC for EVA Data Collections If you intend to perform EVA data collections using the Remote Support Configuration Collector (RSCC), you must ensure that the HP ISEE Configuration Collector (HPCC) component is not running on the Storage Management Server (SMS). To disable the HPCC component, do the following: 1. On the HP ISEE Configuration Collection for EVA Host (SMS), select Start>Control Panel>Administrative Tools>Services to display a list of services. 2. Find the HP ISEE Configuration Collector for EVA service. Right click and select Properties. 3. Select Disabled from the Startup Type dropdown menu. 4. Click Stop,click OK, then click Close. 4.3 CommandView on a Hosting Device The preceding information applies to both Managed Systems and Hosting Devices that are hosting CommandView. The ProLiant Windows system hosting CommandView same system requirements and configuration outlined in the ProLiant chapter apply to a Managed System hosting CommandView. Be sure to set your WMI and/or SNMP credentials accordingly. Additionally, you must push the Event Log Monitoring Collector (ELMC) to the Hosting Device as explained in Chapter 2: Configuring the Hosting Device. 4.4 CommandView System and Access Requirements Access requirements: Supported versions of CommandView EVA use a secure logon (SSL) design. A Microsoft Windows account with the correct group privilege is required to access CommandView EVA. Installing CommandView for EVA adds two new group privileges to a system, that is, HP Storage Admins (write access), and HP Storage Users (read access).commandview credentials are required when setting up the Insight Remtoe Support solution, so verify that you have this information. 4.5 Requirements and Documentation to Configure CommandView for EVA CommandView for EVA documentation is available via the following URL: products/storage/software/cmdvieweva/index.html(click the Support for your product link to view the list of CommandView EVA manuals) The following documents are required for CommandView installation and configuration: HP StorageWorks CommandView EVA Installation Guide HP StorageWorks CommandView EVA version number Release Notes HP StorageWorks EVA Software Compatibility Reference NOTE: The CommandView System and Hardware Requirements can be found in the HP StorageWorks EVA Software Compatibility Reference at: c pdf?jumpid=reg_r1002_usen, refer to the following two tables in the PDF: Table 4.1 Supported Software for Management Server Types and Table 4.2 Supported EVA Software Operating System. For more information visit the HP StorageWorks CommandView EVA Software Suite QuickSpec Overview at: 50 Requirements for EVA Supportability with HP Insight Remote Support

51 5 HP-UX Managed System Prerequisites for Remote Supportability 5.1 Required Managed System State BEFORE Installing or Upgrading Required Software When configuring HP-UX Managed Systems to work with Insight Remote Support, you MUST REMOVE the following: ANY and ALL previous versions of WEBES NOTE: WCCProxy, will also be removed but it is automatically uninstalled as part of the WEBES uninstallation. ANY and ALL versions of HP Instant Support Enterprise Edition (ISEE) Preparing HP-UX Managed Systems These steps are required ONLY if you already have ANY version of the HP ISEE client or WEBES installed on an HP-UX Managed System Removing HP ISEE from an HP-UX Managed System These steps are required ONLY if you already have HP Instant Support Enterprise Edition installed on your Managed System. If you do not have ISEE installed on your Managed System, you can skip this section. IMPORTANT: Instant Support Enterprise Edition (ISEE) A and earlier IS NOT THE SAME APPLICATION as Insight Remote Support, and it should not be installed on any Managed System. To remove ISEE, complete the following steps: 1. Log on to the monitored system as root (admin privileges). 2. Run the following command on each Managed System: /usr/sbin/swremove ISEEPlatform If the swremove process is successful, a message appears confirming the removal of the software. Check your log files to verify that there are no errors. If the swremove process does not complete successfully, consult the resulting log file. It may indicate that there are ISEE Platform dependencies that prevented success. Components such as VAEH, Availability Measure, or CCMon are optional Business Support Software components, but they must be removed before the ISEE Platform can complete uninstallation. For each Business Support Software component listed in the log file, run swremove. For more information about those components, see the Business Support Software components chapters in the HP Instant Support Enterprise Edition Client Installation and Upgrade Guide for A available from: Removing WEBES from an HP-UX Managed System Run the interactive webes_install_update utility, choose the option to remove all of WEBES, and follow any prompts that appear. 5.2 Configuring Supported HP-UX Managed Systems for Remote Support Meeting HP-UX System Prerequisites Please consult the following tables to properly configure your HP-UX managed devices for Remote Support Services BEFORE installing HP Insight Remote Support on your Hosting Device. Then, on the Hosting Device, 5.1 Required Managed System State BEFORE Installing or Upgrading Required Software 51

52 use the HP Insight Remote Support Console to discover your HP-UX Managed System and configure the System Information. System Fault Manager (SFM) is an Remote Support communications requirement on all supported version of HP-UX. SFM has many patch prerequisites, and those are detailed in the following tables. If your system(s) already meet the minimum requirements, you do not need to remove or reinstall those components. If your systems are not at the minimum, please upgrade accordingly. Additionally, you may be familiar with the variety of SFM providers available in the different SFM offering. Insight Remote Support only requires the providers in the standard SFM package(s) specified in the corresponding tables below to support your Managed Systems. An overview of these providers exists in the OE/AR Depot Information for HP-UX WBEM Providers, available at IMPORTANT: While not required for HP-UX 11.11, it is strongly recommended to use GOLDBASE11i - B Base Patches for HP-UX (December 2006). Installing the GOLDBASE11i fulfills all system patch requirements and will provide the customer with a stable supported environment. The following table identifies the the Minimum Required Patches (required if the GOLDBASE11i is not installed). NOTE: NOTES ABOUT THE FOLLOWING TABLE WBEM Services, Online Diagnostics, and SysMgmtWeb are available on the Operating Environment (OE) media and can be selected for install during the SFM installation. The listed versions of the software are the minimum supported requirements. Subsequent versions are compatible with this version of SFM unless otherwise noted. System Management Homepage (SMH) bundled in SysMgmtWeb is an optional install. However, if it is not installed you can not access the Event Viewer (EvWEB) user interface. If present, previous versions of SFM (A or A xx) must be uninstalled before installing SFM version A Table 5-1 Required Software Components for HP-UX Remote Supportability Required Software HP-UX Operating Environment Version Required 11i V1 How to Download or Access Software: Operating System Patch Requirements Any OE is supported, however any OE prior to June, 2003, must also have patch bundle B installed. How to Download Patches for HP-UX: Go to OpenSSL A i.012 product bundle (December, 2006) or later How to Download or Access Software: Available on Application Software Media from December, 2006 onwards Alternatively, go to the following HP Software Depot location for the latest version: WBEMServices (WBEM Services Core Product) A product bundle (December, 2006) 52 HP-UX Managed System Prerequisites for Remote Supportability

53 Required Software Version Required How to Download or Access Software: Available on Application Software Media from December 2006 onwards Alternatively, go to the following HP Software Depot location for the latest version: Online Diagnostics B product bundle (December, 2006) How to Download or Access Software: Available on HWE0612 media Alternatively, go to the following HP Software Depot location for the latest version: System Management Web (recommended for event monitoring) A2.2.5 product bundle (December, 2006) System Management Web is optional, but it allows you to take full advantage of System Fault Management's EVWEB GUI component which allows viewing of events handled by SFM on the host. If only SysMgmtHomepage version is present on the system, then the following patch must also be applied: For HP-UX 11iv1 (11.11) OE apply patch PHSS_36869 Patches can be obtained from the IT Resource center at the following URL: ftp://ftp.itrc.hp.com/hp-ux_patches/s700_800/11.x/'patch number' This is a sharfile and must be unpacked by running it as a script ( sh PHSS_36869). Be sure to review the patch installation instructions in the enclosed text file (PHSS_36869.text) How to Download or Access Software: Available on Application Software Media from December, 2007 onwards Alternatively, go to the following HP Software Depot location for the latest version: hpuxwsapache A hpuxwsapache is a requirement for future releases of Insight Remote Support and should be installed to support future upgrades. When installing the product hpuxwsapache, it is recommended that the entire hpuxwsapache bundle be installed. For the downloaded depot, the hpuxtomcat and hpuxwebmin bundles are not required. How to Download or Access Software: Available on Jun04 OE/AR or later media Alternatively, go to the following HP Software Depot location for the latest version: System Fault Management (SFM) A product bundle (December, 2006) It is CRITICAL that SFM is the final prerequisite software component installed or upgraded from this list. How to Download or Access Software: Available on HWE0612 media Alternatively, go to the following HP Software Depot location for the latest version: IMPORTANT: While not required for HP-UX 11.23, it is strongly recommended to use QPKBASE B Base Quality Pack Bundle for HP-UX 11i v2 (December 2007). 5.2 Configuring Supported HP-UX Managed Systems for Remote Support 53

54 Installing the QPKBASE B fulfills all system patch requirements and will provide the customer with a stable supported environment. The following table identifies the the Minimum Required Patches (required if the QPKBASE B is not installed). NOTE: NOTES ABOUT THE FOLLOWING TABLE WBEM Services, Online Diagnostics, and SysMgmtWeb are available on the Operating Environment (OE) media and can be selected for install during the SFM installation. The listed versions of the software are the minimum supported requirements. Subsequent versions are compatible with this version of SFM unless otherwise noted. System Management Homepage (SMH) bundled in SysMgmtWeb is an optional install. However, if it is not installed you can not access the Event Viewer (EvWEB) user interface. Table 5-2 Required Software Components for HP-UX (Integrity) Remote Supportability Required Software HP-UX Operating Environment Version Required September, i v2 OE (minimum OE release) May, i V2 OE (required for vpars enablement). How to Download or Access Software: Operating System Patch Requirements BUNDLE 11i patch bundle B (September, 2004) plus the following patches in addition to that bundle: PHKL_ Cumulative diag2 driver and vpars enablement (use in place of PHKL_32653), requires a reboot PHKL_ Cumulative IPMI driver patch, requires a reboot PHSS_ Aries cumulative patch PHSS_ linker + fdp cumulative patch PHSS_ ac++ Runtime (IA: A.06.10, PA: A.03.71) PHSS_ Integrity Unwind Library How to Download or Access Software: Go to and select the Support and Drivers tab. Then click the Download patches for HP-UX, Open VMS, Tru64 and MPE button on the right side of the web page. This brings you to the ITRC where you can search for the appropriate patch. OpenSSL A i.012 product bundle (December, 2006) or later How to Download or Access Software: Available on Application Software Media from December, 2006 onwards Alternatively, go to the following HP Software Depot location for the latest version: Online Diagnostics B product bundle (December, 2007) How to Download or Access Software: Available on HWE0706 media Alternatively, go to the following HP Software Depot location for the latest version: WBEMServices (WBEM Services Core Product) A product bundle (December, 2007) 54 HP-UX Managed System Prerequisites for Remote Supportability

55 Required Software Version Required How to Download or Access Software: Available on Application Software Media from December, 2007 onwards Alternatively, go to the following HP Software Depot location for the latest version: System Management Web (recommended for event monitoring) A product bundle (December, 2007) System Management Web is recommended to take full advantage of System Fault Management's EVWEB GUI component which allows viewing of events handled by SFM on the host. If only SysMgmtHomepage version is present on the system, then the following patch must also be applied: For HP-UX 11iv2 (11.23) OE apply patch PHSS_36870 Patches can be obtained from the IT Resource center at the following URL: ftp://ftp.itrc.hp.com/hp-ux_patches/s700_800/11.x/'patch number' This is a sharfile and must be unpacked by running it as a script ( sh PHSS_36870). Be sure to review the patch installation instructions in the enclosed text file (PHSS_36870.text) How to Download or Access Software: Available on Application Software Media from September 2007 onwards Alternatively, go to the following HP Software Depot location for the latest version: hpuxwsapache A hpuxwsapache is a requirement for future releases of Insight Remote Support and should be installed to support future upgrades. When installing the product hpuxwsapache, it is recommended that the entire hpuxwsapache bundle be installed. For the downloaded depot, the hpuxtomcat and hpuxwebmin bundles are not required. How to Download or Access Software: Available on Sep04 OE/AR or later media Alternatively, go to the following HP Software Depot location for the latest version: HPUXBaseAux.SysMgmtBase or SysMgmtBASE.SysMgmtBase A This component is a requirement for future releases of Insight Remote Support and should be installed to support future upgrades. When installing the product SysMgmtBase from the HPUXBaseAux bundle, it is not required to install the entire bundle. How to Download or Access Software: Sep06 OE or later (as HPUXBaseAux.SysMgmtBase) or Sep06 AR or later (as SysMgmtBASE.SysMgmtBase) Alternatively, go to the following HP Software Depot location for the latest version: System Fault Management (SFM) B product bundle (December, 2007) It is CRITICAL that SFM is the final prerequisite software component installed or upgraded from this list. How to Download or Access Software: Available on HWE0712 media Alternatively, go to the following HP Software Depot location for the latest version: Configuring Supported HP-UX Managed Systems for Remote Support 55

56 Table 5-3 Required Software Components for HP-UX Remote Supportability Required Software HP-UX Operating Environment Version Required HP-UX 11i V3 How to Download or Access Software: Operating System Patch Requirements EVM-Event Mgr B Baseboard Management Controller (BMC) firmware version or later Sys MgmtBase B How to Download or Access Software: Go to and select the Support and Drivers tab. Then click the Download patches for HP-UX, Open VMS, Tru64 and MPE button on the right side of the web page. This brings you to the ITRC where you can search for the appropriate patch. OpenSSL A e.013 or later How to Download or Access Software: Available on Application Software Media from September 2007 onwards Alternatively, go to the following HP Software Depot location for the latest version: Diagnostic and Support Tools for the HP-UX; including STM version A or later and EMS version A or later B yy How to Download or Access Software: Available HP-UX 11i v3 - February 2007 media Alternatively, go to the following HP Software Depot location for the latest version: WBEMServices (WBEM Services Core Product) A or later How to Download or Access Software: Available on Application Software Media from September 2007 onwards Alternatively, go to the following HP Software Depot location for the latest version: System Management Web (recommended, not required) A System Management Web is recommended to take full advantage of System Fault Management's EVWEB GUI component which allows viewing of events handled by SFM on the host. If only SysMgmtHomepage version is present on the system, then the following patch must also be applied: For HP-UX 11iv3 (11.31) OE apply patch PHSS_36871 Patches can be obtained from the IT Resource center at the following URL: ftp://ftp.itrc.hp.com/hp-ux_patches/s700_800/11.x/'patch number' This is a sharfile and must be unpacked by running it as a script ( sh PHSS_36871). Be sure to review the patch installation instructions in the enclosed text file (PHSS_36871.text) How to Download or Access Software: Available on Application Software Media from September 2007 onwards Alternatively, go to the following HP Software Depot location for the latest version: 56 HP-UX Managed System Prerequisites for Remote Supportability

57 Required Software System Fault Management Version Required C yy It is CRITICAL that SFM is the final prerequisite software component installed or upgraded from this list. How to Download or Access Software: Go to the following HP Software Depot location for the latest version: NOTE: There is no requirement for ELMC software on HP-UX endpoint systems because on HP-UX systems WEBES communicates directly with the CIM Object Manager (CIMOM). IMPORTANT: On the Hosting Device, discover your HP-UX Managed System and configure the System Information after you have met the HP-UX prerequisites defined in this chapter About WBEM and SFM for Remote Support Web-Based Enterprise Management (WBEM) is an industry initiative to standardize management information across different platforms. System Fault Management (SysFaultMgmt or SFM) is the HP-UX fault management solution that implements WBEM standards. SysFaultMgmt integrates with other manageability applications like HP SMH and any other WBEM-based client such as WEBES. SFM requires that HP-UX have WBEM Services for HP-UX and other software installed. Events in WBEM are called indications. Before an indication can be reported to a client system (for example, the Hosting Device), the client system must first subscribe to the event. An event subscription tells the Managed System s Common Information Model Object Manager (CIMOM) that the client (the Hosting Device) is interested in receiving indications from that Managed System (endpoint). When the CIMOM receives an indication from an indication provider, it will send the indication to those clients that have previously subscribed to receive them. WEBES on the Hosting Device subscribes to those types of indications for which it has analysis rules and can create problem reports. Once the subscription is completed, indications are delivered to WEBES on the Hosting Device as they occur. The following diagram provides a simplified overview of the event (indication) subscription and delivery process. 5.2 Configuring Supported HP-UX Managed Systems for Remote Support 57

58 5.2.3 Verifying that System Fault Management is Working To verify that the System Fault Management component (SFM) is operational on a HP-UX Managed System, do the following: 1. Run the following command to check that the HP WBEM Services for HP-UX component is installed: # swlist grep i WBEM The output should look similar to the following: 2. To list registered CIM providers and their current status to make sure that they are all enabled, run the following command: # cimprovider l s A long list of provider modules is displayed, so that you can check that they are all enabled. 3. Run the following command to check that OnlineDiag is installed and make sure it is Version B xx or later. # swlist grep i OnlineDiag The output should look similar to the following: 4. Run the following command to check that OnlineDiag is reporting that Event Monitoring is Currently Enabled and that EMS Version is A or later and the STM is A or later: # /etc/opt/resmon/lbin/monconfig The output should look similar to the following: 58 HP-UX Managed System Prerequisites for Remote Supportability

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