HPE ConvergedSystem 300 for Microsoft Analytics Platform Support Pack v2.1.0 User Guide

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1 HPE ConvergedSystem 300 for Microsoft Analytics Platform Support Pack v2.1.0 User Guide Microsoft Analytics Platform System (Appliance Update 1.0) Abstract Details the firmware and driver update process, which includes confirming the firmware and driver versions, performing a detailed diagnostic check of the hardware and networking stack, and reporting related information on the appliance MRA and overall health. Audience includes data engineers, architects, business intelligence users, and executives. Part Number: R January 2016 Edition: 5

2 Copyright 2013, 2016 Hewlett Packard Enterprise Development LP The information contained herein is subject to change without notice. The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein. Confidential computer software. Valid license from Hewlett Packard Enterprise 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. Microsoft is either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Intel is a trademark of Intel Corporation in the U.S. and other countries.

3 Contents Introduction... 5 Executive summary... 5 Toolset functions and use cases... 5 Validator... 5 Diagnostics... 5 Reporter... 5 Proactive Care Report... 6 Use cases... 6 Installation procedure... 7 Download and installation... 7 Powering up and powering down the appliance... 8 Power up the appliance... 8 Power down the appliance... 8 Parameter and password usage Parameters common to all scripts Entering domain and device passwords Getting interactive help on parameter availability Region and topology support Supported topologies Update: Updating the appliance firmware and drivers Description Updating firmware and drivers manually Updating the D6000 Module Disk Enclosure firmware Updating the Ethernet switch firmware Updating the InfiniBand FDR switch firmware (Gen8 only) Validation: Validating firmware and driver version compliance Verifying MRA compliance Diagnostics: Appliance diagnostics Appliance diagnostics Running appliance diagnostics Reporter: Appliance reporting Appliance reporting Proactive care reporting Troubleshooting Verifying and setting the PowerShell Execution Policy Creating the HPApplianceDetails.xml file Exiting from a script Diagnosing and resolving a cable mismatch Ethernet cable check takes excessive time Ethernet HPE (3com) Switch 5120 screen length Script stops running while accessing InfiniBand switch Support and other resources Accessing Hewlett Packard Enterprise Support Information to collect Accessing updates Websites Customer Self Repair Contents 3

4 Remote support Acronyms and abbreviations Documentation feedback Index Contents 4

5 Introduction Executive summary The HPE ConvergedSystem 300 for Microsoft Analytics Platform is a purpose-built data warehouse solution developed through collaborative engineering efforts between Hewlett Packard Enterprise and Microsoft. Designed to simplify the implementation and management of an enterprise data warehouse environment, HPE ConvergedSystem 300 for Microsoft Analytics Platform provides top performance through MPP. Updating firmware and drivers is crucial for maintaining the overall health of servers, storage arrays, switches, and all components included in the hardware stack. Developing a methodology for maintaining firmware on a complex hardware stack like the multi-server, MPP appliance powered by SQL Server 2012 Parallel Data Warehouse Edition requires a number of considerations. In addition to requiring a specific, tested firmware and driver software stack, the appliance requires consistent firmware and driver versions across all server nodes and subsystems throughout the appliance. HPE ConvergedSystem 300 for Microsoft Analytics Platform is a scale-out, shared-nothing appliance architecture that operates as a single solution. All maintenance procedures require careful coordination with Microsoft support. Toolset functions and use cases Validator The following sections describe the primary functions and use cases for each tool included in the support pack. The functions of the validator tool include the following: Ensures the appliance is running with the current known-good, consistently-implement, tested recipe of drivers and firmware. Recognizes all past and present recipes (MRAs) and identifies any variances. Diagnostics Reporter The functions of the diagnostics tool include the following: Performs a battery of hardware tests. Identifies hardware issues from shipment or component failure. The Appliance Reporter.ps1 script includes the following reports: Physical Disk Properties Report Returns Physical Disk attributes. Serial Number Report Returns serial number details and supporting attributes for all devices within the appliance. Version Number Report Returns all firmware and driver versions within the appliance. Introduction 5

6 Proactive Care Report The appliance ProactiveCare.ps1 script provides a dashboard, returned as one report, including sub-reports. Current date and time Closest MRA IB switch information Ethernet switch information HST server information HSA server information D6000 information Use cases The following table provides a partial list of use cases and identifies which tools are appropriate for each. Use Cases Validator Tool Diagnosis Tool Reporter, Proactiv e Care Tools Validating the firmware and driver MRA compliance initially implemented by the Hewlett Packard Enterprise factory. X Ongoing maintenance events. For example, a specific hardware warranty replacement, such as a Network Adapter card, which also X X X requires a firmware update. Servicing events X X X X Upgrade events. For example, a regular MRA update requiring upgrade of all firmware and driver components to the new MRA X X X recipe. Provides physical disk attributes, serial numbers, firmware/driver versions, as well as a complete analysis report for streamlining Proactive Care support engagements. X MRA updates Introduction 6

7 Installation procedure Download and installation 1. Download the latest Support Pack from the Hewlett Packard Enterprise website ( 2. Log in using HP Passport. 3. Enter the appropriate customer information under Directly Enter SAID. 4. Review and accept the Terms and Conditions. 5. Click View available products. If you have used this site before, click View previously selected products, and then skip the following step. 6. Enter CS or PDW in the Search for products in all categories / product centers field. 7. Click Get software updates. 8. Select the latest version of the Complete Tool, which includes all of the tools in the latest toolkit, or select an individual Support Pack tool from the same location by choosing a tool from the list. 9. Copy the Support Pack zip file to the host node: <appliance name>-hst Double-click the zip file, and then click Extract all files. 11. In the Files will be extracted to this folder text box, enter c:\hp CS 300 for MSFT APS Support Pack V2.1.0\, and then click Extract. o If you have downloaded the Complete Tool, the file unzips to c:\hp CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\ o If you have downloaded an individual tool, the file unzips to c:\hp CS 300 for MSFT APS Support Pack V2.1.0\<toolname> IMPORTANT: Before running the support pack tools, verify the PowerShell Execution Policy (see "Verifying and setting the PowerShell Execution Policy (on page 30)"). Installation procedure 7

8 Powering up and powering down the appliance Power up the appliance When powering up the appliance, complete all steps in the exact order listed. Unless otherwise noted, complete each step before beginning the next step. Failure to wait for each step to complete or performing steps out of order can result in startup errors. Hewlett Packard Enterprise recommends attaching a crash monitor to each server so that you can watch each server boot. HSA servers 1. Power up HSA Wait three minutes, and then power up HSA Wait three minutes. 4. Continue this process until you have powered up all HSA servers, and then wait ten minutes to allow the HSA servers to boot. HST servers 1. Power up HST01, and then wait five minutes. 2. Power up HST02: o If the system has an HST03 server, wait five minutes, and then power up the HST03. o If the system does not have an HSt03 server, wait ten minutes. Power down the appliance 1. Log on to the HST01 server using the Fabric Domain Administrator account. 2. Open Server Manager on the task bar, and then launch Failover Cluster Manager from within Tools. 3. Expand the Console Tree, and then click Roles. 4. Click <domain>mad01 and then click Connect. 5. Connect to MAD01VM as Domain Administrator. 6. Use the DWConfig application to stop the appliance services. You can find DWConfig in the following path: C:\Program Files\Microsoft SQL Server Parallel Data Warehouse\100\dwconfig.exe 7. Select the Services Status tab, and then click Stop Appliance. 8. Click Exit after the appliance has stopped to close the Configuration Manager. 9. Click the X in the upper right corner to close MAD01 screen. This returns you to the Failover Cluster Manager on the HST01 server host. 10. Right click the Corralling Service Controller, and then click Stop Role. 11. Beginning with HSA01, click Nodes to shut down all VMs on each HSAxx host. 12. Right-click the VM, and then select Shut Down. Wait for the VM to shut down before continuing to the next VM. When all VMs on HSA01 are shut down, move to next HSA in numerical order. 13. Shut down all VMs on HSTxx host (most likely HST01), in this specific order: a. Verify that the Corralling Service Controller is stopped and stop it if necessary b. Control VM (CTL01) Powering up and powering down the appliance 8

9 c. Management VM (MAD01) d. VMM e. AD VM 14. Verify that all VMs have successfully shutdown. 15. Power down the servers In this specific order: a. HSAxx Servers b. HSTxx Servers Powering up and powering down the appliance 9

10 Parameter and password usage Parameters common to all scripts This section describes the set of parameters that are common across all scripts and the individual parameters found in each script. The most common script usage calls the scripts without any parameters, and then the script prompts for required information. Script parameter -DomainPassword <password> -DevicePassword <password> -IgnoreNodeCheck -AutoRunXMLGen Use Get-Help <script name> Get-Help <script name> -Examples Get-Help <script name> -Detailed Get-Help <script name> -Full Description Domain password; used to access host devices (server and virtual machine). Common device password, used to access individual/external devices. Forces script execution to continue even when pre-execution tests fail. Defaults to true. Forces calling of the HPE Appliance Xml Generator script regardless of the existence of HPApplianceDetails.xml. Defaults to true. If set to false, calls the script only if HPApplianceDetails.xml does not exist. Returns tool name, description, execution syntax, and description of each parameter. Describes other Get-Help options available (sample output shown below). Returns tool name, description and examples with parameter usage (sample output shown below). Returns tool name, description, execution syntax, description of each parameter, and examples with parameter usage. Describes other Get-Help options available (sample output shown below). Returns tool name, description, execution syntax, detailed description of each parameter, and examples with parameter usage (sample output shown below). Entering domain and device passwords Provide the domain administrator and device passwords as follows. This example uses Validator. Open PowerShell, and then run the following command:.\validator.ps1 <Domain administrator password> <External devices password> You can use the domain and device passwords without a parameter name as long as they are sent in the correct order (position). To specify the parameters by name:.\validator.ps1 -device <External device password> -domain <Domain administrator password> Getting interactive help on parameter availability Use the appropriate command from those listed below to display a list of supported parameters and other useful information. Get-Help.\Validator.ps1 Parameter and password usage 10

11 Get-Help.\Validator.ps1 -Examples Get-Help.\Validator.ps1 Detailed Get-Help.\Validator.ps1 -Full The following sections provide examples of each command output. Use Get-Help <script name> Returns the tool name, description, execution syntax, description of each parameter, and describes other Get-Help options available. The example below shows what is returned from the Validator tool. Use Get-Help.\Validator.ps1 NAME c:\hp CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Validator.ps1 SYNOPSIS This tool performs validation of firmware and driver versions for Hewlett-Packard PDW Appliance. SYNTAX c:\hp CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Validator.ps1 [[-DomainPassword] <String>] [[-DevicePassword] <String>] [-IgnoreNodeCheck <Boolean>] [-AutoRunXMLGen <Boolean>] [-VerNumReportOnlyMode <Boolean>] [<CommonParameters>] DESCRIPTION The tool is used on Hewlett-Packard PDW Appliance to validate the driver and firmware versions against an MRA Available parameters and their usage: DomainPassword: Domain password is required for access to host devices. DevicePassword: Password used to gain access to individual/external devices. This is the common device password. IgnoreNodeCheck: Used to force script execution to continue even when preexecution tests fail. The default is true. AutoRunXMLGen: Forces the calling of the HP Appliance Xml Generator script regardless of the existence of HPApplianceDetails.xml. The default is true. If set to false, it still will call the script, but only if HPApplianceDetails.xml does not exist. RELATED LINKS REMARKS To see the examples, type: "get-help C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Validator.ps1 -examples". For more information, type: "get-help C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Validator.ps1 -detailed". For technical information, type: "get-help C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Validator.ps1 -full". Parameter and password usage 11

12 Get-Help <script name> -Examples Returns the tool name, description, and examples including parameter usage. Get-Help.\Validator.ps1 -Examples NAME C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Validator.ps1 SYNOPSIS This tool performs validation of firmware and driver versions for Hewlett-Packard PDW Appliance EXAMPLE C:\PS>.\Validator.ps EXAMPLE C:\PS>.\Validator.ps1 -DomainPassword mydomainpassword -DevicePassword mydevicepassword EXAMPLE C:\PS>.\Validator.ps1 -DomainPassword mydomainpassword -DevicePassword mydevicepassword -IgnoreNodeCheck $false EXAMPLE C:\PS>.\Validator.ps1 -DomainPassword mydomainpassword -DevicePassword mydevicepassword -IgnoreNodeCheck $false -AutoRunXMLGen $false Get-Help.\Validator.ps1 -Detailed Returns the tool name, description, execution syntax, description of each parameter, examples with parameter usage and describes other Get-Help options available. Get Help.\Validator.ps1 -Detailed NAME C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Validator.ps1 SYNOPSIS This tool performs validation of firmware and driver versions for Hewlett-Packard PDW Appliance. SYNTAX C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Validator.ps1 [[-DomainPassword] <String>] [[-DevicePassword] <String>] [-IgnoreNodeCheck <Boolean>] [-AutoRunXMLGen <Boolean>] [-VerNumReportOnlyMode <Boolean>] [<CommonParameters>] DESCRIPTION The tool is used on Hewlett-Packard PDW Appliance to validate the driver and firmware versions against an MRA Available parameters and their usage: DomainPassword: Domain password is required for access to host devices. DevicePassword: Parameter and password usage 12

13 This Password used to gain access to individual/external devices. is the common device password. IgnoreNodeCheck: Used to force script execution to continue even when preexecution tests fail. The default is true. AutoRunXMLGen: Forces the calling of the HP Appliance Xml Generator script regardless of the existence of HPApplianceDetails.xml. The default is true. If set to false, it still will call the script, but only if HPApplianceDetails.xml does not exist. PARAMETERS -DomainPassword <String> Domain password is required for access to host devices. If its not specified then it will be prompted. -DevicePassword <String> Device Password is required for access to individual/external devices. If its not specified then it will be prompted. -IgnoreNodeCheck <Boolean> Optional. Default is $true. Used to force script execution to continue even when pre-execution tests fail. -AutoRunXMLGen <Boolean> Optional. Default is $true. Forces the calling of the HP Appliance Xml Generator script regardless of the existence of HPApplianceDetails.xml. If set to false,it still will call the script, but only if HPApplianceDetails.xml does not exist. -VerNumReportOnlyMode <Boolean> <CommonParameters> This cmdlet supports the common parameters: Verbose, Debug, ErrorAction, ErrorVariable, WarningAction, WarningVariable, OutBuffer and OutVariable. For more information, see about_commonparameters ( EXAMPLE C:\PS>.\Validator.ps EXAMPLE C:\PS>.\Validator.ps1 -DomainPassword mydomainpassword -DevicePassword mydevicepassword EXAMPLE C:\PS>.\Validator.ps1 -DomainPassword mydomainpassword -DevicePassword mydevicepassword -IgnoreNodeCheck $false EXAMPLE C:\PS>.\Validator.ps1 -DomainPassword mydomainpassword -DevicePassword mydevicepassword -IgnoreNodeCheck $false -AutoRunXMLGen $false Parameter and password usage 13

14 REMARKS To see the examples, type: "get-help C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Validator.ps1 -examples". For more information, type: "get-help C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Validator.ps1 -detailed". For technical information, type: "get-help C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Validator.ps1 -full". Get-Help <script name> -Full Returns the tool name, description, execution syntax, description of each parameter and describes other Get-Help options available. The following example shows the output from the Validator tool. Get-Help.\Validator.ps1 -Full NAME C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Validator.ps1 SYNOPSIS This tool performs validation of firmware and driver versions for Hewlett-Packard PDW Appliance. SYNTAX C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Validator.ps1 [[-DomainPassword] <String>] [[-DevicePassword] <String>] [-IgnoreNodeCheck <Boolean>] [-AutoRunXMLGen <Boolean>] [-VerNumReportOnlyMode <Boolean>] [<CommonParameters>] DESCRIPTION The tool is used on Hewlett-Packard PDW Appliance to validate the driver and firmware versions against an MRA Available parameters and their usage: DomainPassword: Domain password is required for access to host devices. This DevicePassword: Password used to gain access to individual/external devices. is the common device password. IgnoreNodeCheck: Used to force script execution to continue even when preexecution tests fail. The default is true. AutoRunXMLGen: Forces the calling of the HP Appliance Xml Generator script regardless of the existence of HPApplianceDetails.xml. The default is true. If set to false, it still will call the script, but only if HPApplianceDetails.xml does not exist. PARAMETERS -DomainPassword <String> Parameter and password usage 14

15 Domain password is required for access to host devices. If its not specified then it will be prompted. Required? false Position? 1 Default value Accept pipeline input? false Accept wildcard characters? false -DevicePassword <String> Device Password is required for access to individual/external devices. If its not specified then it will be prompted. Required? false Position? 2 Default value Accept pipeline input? false Accept wildcard characters? false -IgnoreNodeCheck <Boolean> Optional. Default is $true. Used to force script execution to continue even when pre-execution tests fail. Required? false Position? named Default value True Accept pipeline input? false Accept wildcard characters? false -AutoRunXMLGen <Boolean> Optional. Default is $true. Forces the calling of the HP Appliance Xml Generator script regardless of the existence of HPApplianceDetails.xml. If set to false,it still will call the script, but only if HPApplianceDetails.xml does not exist. Required? false Position? named Default value True Accept pipeline input? false Accept wildcard characters? false -VerNumReportOnlyMode <Boolean> Required? false Position? named Default value False Accept pipeline input? false Accept wildcard characters? false <CommonParameters> This cmdlet supports the common parameters: Verbose, Debug, ErrorAction, ErrorVariable, WarningAction, WarningVariable, OutBuffer and OutVariable. For more information, see about_commonparameters ( Parameter and password usage 15

16 INPUTS OUTPUTS EXAMPLE C:\PS>.\Validator.ps EXAMPLE C:\PS>.\Validator.ps1 -DomainPassword mydomainpassword -DevicePassword mydevicepassword EXAMPLE C:\PS>.\Validator.ps1 -DomainPassword mydomainpassword -DevicePassword mydevicepassword -IgnoreNodeCheck $false EXAMPLE C:\PS>.\Validator.ps1 -DomainPassword mydomainpassword -DevicePassword mydevicepassword -IgnoreNodeCheck $false -AutoRunXMLGen $false RELATED LINKS Region and topology support Using the Microsoft Hyper-V virtualization technology, the appliance supports two regions: PDW and HDI. PDW is considered the primary region, and supports the data warehouse workload. HDI supports the Hadoop, Big Data workload. NOTE: The term region, which is used throughout related documentation, is synonymous with workload. Earlier releases of the appliance supported only one, primary region: PDW. Supported topologies The table below lists the currently supported topologies, starting with the PDW region, then the HDI region, and finally the combination of PDW and HDI regions. The table displays only the default, defined topologies, although it is possible to redistribute the nodes in a customized configuration to accommodate larger PDW or HDI workloads. NOTE: Changing the PDW and HDI workload distribution after the initial installation requires reinstalling PDW. PDW region HDI region PDW +HDI regions PDW without optional spare PDW with optional spare HDI addition PDW + HDI without optional spare PDW + HDI with optional spare Region and topology support 16

17 PDW region HDI region PDW +HDI regions PDW without optional spare PDW with optional spare HDI addition PDW + HDI without optional spare PDW + HDI with optional spare Region and topology support 17

18 PDW region HDI region PDW +HDI regions PDW without optional spare PDW with optional spare HDI addition PDW + HDI without optional spare PDW + HDI with optional spare Region and topology support 18

19 PDW region HDI region PDW +HDI regions PDW without optional spare PDW with optional spare HDI addition PDW + HDI without optional spare PDW + HDI with optional spare NA NA NA NA 14 Region and topology support 19

20 Update: Updating the appliance firmware and drivers Description Maintaining the firmware and drivers on the appliance is essential to ensure optimal functionality and performance. Use the current Support Pack, related your Microsoft SQL Server software release, to update these components to make sure you are applying the most current MRA. Use the following instructions to apply the current MRA firmware and driver recipe. The specific sequence for completing these steps is included in the HPE ConvergedSystem 300 for Microsoft Analytics Platform V2 Topology Software Upgrade Guide (AU 0.5 to AU 1.0). Updating firmware and drivers manually For MRA compliance, use the following instructions to install specific firmware components manually. You can also use these instructions to make hardware replacement. IMPORTANT: HPE ConvergedSystem 300 for Microsoft Analytics Platform ships from the factory as outlined in the Release Notes. Do not use this procedure unless you are replacing hardware. For information about the specific Carepack components that you must install manually, see HPE ConvergedSystem 300 for Microsoft Analytics Platform V2 Topology Software Upgrade Guide (AU 0.5 to AU 1.0). Manually update the HPE ConvergedSystem 300 for Microsoft Analytics Platform using the packaged Care Pack installation files included with the Support Pack: 1. Download the latest HPE ConvergedSystem 300 for Microsoft Analytics Platform Support Pack. 2. Browse to the appropriate location for the Carepack components: c:\hp CS 300 for MSFT APS Support Pack V2.1.0\Master Reference Architecture\AUx\Vx hardware\firmware Server\ 3. Copy the appropriate Care Pack file to the server node you need to update. For a description of the Care Pack files, see the firmware and driver tables in the HPE ConvergedSystem 300 for MS Analytics Platform support pack v2.1.0 (Appliance Update 1.0) Release Notes. 4. Double-click the Care Pack installation file, and then follow the on-screen instructions for installing the component. 5. After you have updated the required server nodes, power up and restart the appliance ("Powering up and powering down the appliance" on page 8). IMPORTANT: Follow the proper shutdown and startup instructions as outlined in this document when installing firmware (and drivers). A failure to do so could leave the appliance in an unstable state. Update: Updating the appliance firmware and drivers 20

21 Updating the D6000 Module Disk Enclosure firmware Manually update the D6000 Module Disk Enclosure firmware using the Care Pack installation file included with the HPE ConvergedSystem 300 for Microsoft Analytics Platform Support Pack. 1. Stop the HPE ConvergedSystem 300 for Microsoft Analytics Platform using stop appliance in DwConfig. 2. Execute the applicable CP file, cp exe, on each HSA server within the appliance. C:\HP Support Pack\CompleteTool\PDW Support Pack\Master Reference Architecture\AU1\V2 hardware\firmware D Power down the appliance ("Powering up and powering down the appliance" on page 8). 4. Power cycle all D6000s. 5. Power up the appliance ("Powering up and powering down the appliance" on page 8). Updating the Ethernet switch firmware The following steps require an SSH Terminal Tool such as PuTTy. Be sure to install the SSH Terminal Tool on a gateway server, jump server, rdp, latptop, or HST01 with access to the Appliance network environment. Because the firmware file path cannot exceed 47 characters, you must copy the firmware file from the Support Pack to HST01 C:\Temp. 1. Copy the required firmware file (A5120EI-CMW520-R2220P09.bin) from the following folder: C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Master Reference Architecture\AUx\Vx hardware\firmware Switch\HP Ethernet Switch\5120.EI-4210G-4510G_5.20.R2220P09 2. Paste the file to HST01 C:\Temp folder. Enable Ethernet Switch Web (HTTP) Interface Use the following sections in the order presented on one switch at a time. Do not proceed to the next switch until you are able to verify the connection using an IP Ping. 1. Using SSH Terminal Tool, connect to the Ethernet switch using the IP address listed in HPApplianceDetail.xml. 2. Logon using the customer-provided user/password for the switch. 3. Enter the follow commands: system-view local-user admin authorization-attribute level 3 service-type web quit save force ip http enable quit save force You can use the left and right arrow keys to scrolling across an entered command, and use the up and down arrow keys to display previously entered commands. Use the backspace key to delete. The Delete key will not work. 4. Close SSH Terminal Tool. Update: Updating the appliance firmware and drivers 21

22 Determine Ethernet Switch IRF Configuration 1. Using the SSH Terminal Tool, connect to the Ethernet switch using the IP address listed in HPApplianceDetail.xml. 2. Logon using the appropriate customer provided user/password for the switch. 3. Enter dis current-configuration, and then press Enter. Copy/Save the results as a before/after snap-shot of the switch configurations. Confirm configurations following each firmware update. 4. Enter dis irf configuration, and then press Enter. o If IRF is disabled, continue with the next section, and then see IRF Disabled Firmware Upgrade Process. o If IRF is enabled, complete the next section, and then go to the IRF Enabled Firmware Update Process. Delete Old Firmware File on Ethernet Switch 1. Using the IP address of the Ethernet switch, connect to the switch using a web browser. 2. In the Web Login screen, enter the appropriate credentials to log onto the switch. 3. Click Device, and then select File Management. 4. Select the existing.bin file, and then click the Remove File button. This step clears enough space on the switch for the new firmware file. IRF Disabled Firmware Upgrade Process 1. Click Device Maintenance, and then select the Software Upgrade tab. 2. Click Browse, and then navigate to the following file on HST01: C:\Temp\A5120EI-CMW520-R2220P09.bin 3. Select Reboot after the upgrade is finished, and then click Apply. The update takes about 30 minutes, and then the switch reboots. 4. Ping the IP address from HST01 when the switch reboot completes. 5. Close the Web Management Platform, and then skip to the Disable web (HTTP) Interface section. IRF Enabled Firmware Upgrade Process 1. If the switch is part of an IRF pair, select the IRF section from the left navigation pane. 2. Enable Auto Upgrade of System Boot File under the Global Information Tab, and then click Apply. 3. Click Device Maintenance, and then select the Software Upgrade tab. 4. Click Browse, and then navigate to the following file on HST01: C:\Temp\A5120EI-CMW520-R2220P09.bin 5. Select Reboot after the upgrade is finished, and then click Apply. The update takes about 30 minutes, and then the switch reboots. 6. Ping the IP address from HST01 after the switch reboots. 7. Close the Web Management Platform. Disable Ethernet Switch Web (HTTP) Interface 1. Using the SSH Terminal Tool, connect to the Ethernet switch using IP address listed in HPApplianceDetail.xml. 2. Logon using the customer-provided user/password for the switch. 3. Enter the following commands: system-view local-user admin Type authorization-attribute level 3 undo service-type web Update: Updating the appliance firmware and drivers 22

23 quit save force undo ip http enable quit save force You can use the left and right arrow keys to scrolling across an entered command, and use the up and down arrow keys to display previously entered commands. Use the backspace key to delete. The Delete key will not work. 4. Type dis current-configuration, and then press Enter. 5. Compare configuration results with the configuration snap-shot. Updating the InfiniBand FDR switch firmware (Gen8 only) 1. Verify that the InfiniBand FDR switch versions are correct: a. Open a browser window on a computer with access to the InfiniBand switches. b. Type in the IP address of the device. c. Click System, and then select MLNX-OS Upgrade. The Installed Images window shows the installed ppc versions: Active Image (partition of next boot) SX_PPC_M460EX SX_ :57:35 ppc If the versions on your switch do not match the version shown above, continue to the next step. If the versions on your switch match exactly to the version shown above, no further action is needed. 2. Upgrade or downgrade the ppc file: a. At Install from Local File in the MLNX-OS Upgrade screen, click Browse, and then locate the support pack image files installed on the local system. The default location is: Update: Updating the appliance firmware and drivers 23

24 \Master Reference Architecture\AUx\Vx hardware\firmware Switch\IB Switch b. Locate the image file: image-ppc_m460ex-sx_ img c. Double-click the image file to launch the installation. Image installation takes 10 to 15 minutes. d. Reboot the switch after completing the upgrade or downgrade. e. Repeat these steps to verify that the versions match exactly with the following version: Active Image (partition of next boot) SX_PPC_M460EX SX_ :57:35 ppc After you have confirmed that all InfiniBand switches have the correct ppc image, the environment is at MRA. Update: Updating the appliance firmware and drivers 24

25 Validation: Validating firmware and driver version compliance Verifying MRA compliance To verify compliance with the latest MRA version: 1. Download the latest HPE ConvergedSystem 300 for Microsoft Analytics Platform Support Pack following the instructions in "Download and installation." 2. Open an escalated Power Shell window, and then change to the appropriate directory for the Validator Tool, based on your installation. 3. Run the following command using the credentials required to connect to the domain, followed by the common device password or the individual device passwords:.\validator.ps1 <Domain administrator password> <Common device password> For complete usage information, see "Getting interactive help." The script validates your firmware and driver versions against all expected configurations. Validator.ps1 displays all of the components expected, as well as the actual firmware and driver versions. The script verifies that all appliance devices are responsive. If this check fails, an on-screen error message appears and the execution stops. After a successful verification, the output displays the actual and expected version of all components. Validation: Validating firmware and driver version compliance 25

26 Diagnostics: Appliance diagnostics Appliance diagnostics The Support Pack toolkit includes the diagnostic script (Diagnostics.ps1), which performs analysis across all subsystems within the appliance. The script analyzes the following aspects of the appliance: Validates node and device availability on all assigned IP addresses. Confirms that wiring is done in accordance with specifications and at the correct speed for each of the following: o Ethernet cabling o InfiniBand cabling Validates that appliance devices (servers, switches, and storage) are in a healthy state. Verifies status and configuration of physical disk drives. Verifies server configuration and settings. Running appliance diagnostics 1. Open an escalated Power Shell window, and then change to the appropriate directory for the Diagnostics Tool, based on your installation. 2. Run the following command using the credentials required to connect to the domain, followed by the common device password or the individual device passwords:.diagnostics.ps1 <Domain administrator password> <Common device password> For complete usage information, see "Getting interactive help." Diagnostics: Appliance diagnostics 26

27 Reporter: Appliance reporting Appliance reporting The appliance Reporter.ps1 script provides the following three reports, including the attributes as detailed below. Physical Disk Properties Report Returns the following Physical Disk attributes. o Node o Location o Firmware Revision o Serial number o Model number (Product number) Serial Number Report Returns serial number details and supporting attributes for all devices within the appliance. o Rack o U location o IP Address o Serial Number o Make and Model Version Number Report Returns all firmware and driver versions within the appliance. o Device o Item o Version Run the script. 1. Download the latest HPE ConvergedSystem 300 for Microsoft Analytics Platform Support Pack. 2. Open an escalated PowerShell window and change to the appropriate script location based on your installation. 3. Run the following command using the credentials required to connect to the domain, followed by the common device password or individual device passwords:.\reporter.ps1 <Domain administrator password> <Common device password> Reporter: Appliance reporting 27

28 For complete usage information, see "Getting interactive help." Proactive care reporting The appliance ProactiveCare.ps1 script provides the following dashboard, returned as one report, and includes the following sub-reports and attributes: Proactive Care Report Returns the following sub-reports and attributes. Order Device Sub/Routines 1 Current date and time Current date and time ime 2 Closest MRA Closest MRA (Validator) 3 IB Switch Switch number, rack location, IP, Serial Number, Make/Model & Status 4 Ethernet Switch Switch number, rack location, IP, Serial Number, Make/Model & Status 5 X-HST Servers Server Name, IP, Serial No, Make/Model, MRA check, Diagnostics 6 X-HSA Servers Server Name, IP, Serial No, Make/Model, MRA check, Diagnostics 7 D6000s D6000 rack location, IP, Serial Number, Make/Model & Status Follow these instructions to run the ProactiveCare.ps1 script: 1. Download the latest HPE ConvergedSystem 300 for Microsoft Analytics Platform Support Pack. 2. Open an escalated PowerShell window and change to the appropriate script location based on your installation. 3. Run the following command using the credentials required to connect to the domain, followed by the common device password or individual device passwords:.\proactivecare.ps1 <Domain administrator password> <Common device password> Reporter: Appliance reporting 28

29 For complete usage information, see "Getting interactive help." Reporter: Appliance reporting 29

30 Troubleshooting Verifying and setting the PowerShell Execution Policy The security settings built into Windows PowerShell include an Execution Policy, which determines whether and how PowerShell runs scripts. The PowerShell execution policy defaults to Restricted, which prevents PowerShell scripts from running. Because the HPE Converged System 300 for Microsoft Analytics Platform support pack scripts are written in PowerShell, you need to make modifications to run the support pack tools.change the defaul. 1. Enter the Get-ExecutionPolicy at the PowerShell command prompt, and then press Enter to verify the settings of your PowerShell Execution Policy. o If the output shows the Execution Policy as Unrestricted, you can run the support pack tools. o If the output indicates RemoteSigned, skip to the next section. o If the output indicates a different setting, make note of that setting, and then continue with the next step. 2. Enter Set-ExecutionPolicy Unrestricted at the PowerShell command prompt, and then press Enter to change the Execution Policy. IMPORTANT: Hewlett Packard Enterprise does not recommend leaving the Execution Policy setting as Unrestricted. If you change the Execution Policy to Unrestricted, be sure to set it back to its original value after running the support pack tools. 3. Run the support pack tools when the Set-ExecutionPolicy command completes without errors. 4. Enter Set-ExecutionPolicy <previous_policy>, and then press Enter to set the execution policy back to its original value. Running support pack tools under RemoteSigned If the Execution Policy at your site is set to RemoteSigned, you can run the support pack tools by unblocking them in the security settings of each tool. 1. Right-click the support pack tool you intend to run. Troubleshooting 30

31 2. Click Unblock under Security on the General tab, and then click OK. Creating the HPApplianceDetails.xml file The default configuration (autogenxml set to $true) automatically creates the HPApplianceDetails.xml file when you execute the Validator, Diagnostics, Reporter, or the ProactiveCare tool, and does not normally need to be executed separately. The file might become unavailable when customers upgrade from v 2.0 to 2.1.0, or if a support event occurs, such as a change to the IP addresses of the servers using the ChangeIP process. The file can also become corrupted. In any case, the HPE ConvergedSystem 300 for Microsoft Analytics Platform Support Pack requires the HPApplianceDetails.xml file, and will not function without it. If the HPApplianceDetails.xml file is no longer available in C:\PDWInst\Media, run the HPEApplianceXmlGenerator tool on the HST01 node. The following table describes the set of parameters appropriate for the HPEApplianceXmlGenerator script. Script parameter -DomainPassword <password> -DevicePassword <password> Description Domain password; used to access host devices Common device password, used to access individual/external devices Troubleshooting 31

32 Script parameter -Force Description Optional. Use the -Force switch to overwrite an existing C:\PDWINST\Media\HPApplia ncedetails.xml. A backup copy is saved in the same location with the file name HPApplianceDetails<TimeSt amp>.xml For help with this script, see "Getting interactive help." Use the following steps to run the HPEApplianceXmlGenerator tool: 1. Open an escalated PowerShell window. To verify, look for Administrator: Windows PowerShell in the title bar of the console. 2. From the console, navigate to the Update folder using the following commands. (The following steps assume that you have extracted the contents to the C:\ drive.) a. From the console prompt, enter cd\. You should be in PS C:\ on the PowerShell console. b. Enter cd HP CS 300 for MSFT APS Support Pack V2.1.0\pdw support pack\. 3. Enter.\HPApplianceXmlGenerator.ps1. 4. After the tool runs and the process is complete, status messages appear. The final message that displays confirms the HPApplianceDetails.xml file was generated: INFO: C:\PDWInst\Media\HPApplianceDetails.XML generated IMPORTANT: Situations can occur in which the IP addresses of the Ethernet, Infiniband switches, or PDUs cannot be reached. If this occurs, the following warning messages display: WARNING: Incorrect number of PDUs detected WARNING: PDU information in C:\PDWInst\Media\HPApplianceDetails.XML has to be manually updated If this occurs, you must manually update the IP addresses for the Ethernet, Infiniband switches, or PDUs. The IP address defaults to " " and must be updated. Complete Step 5 to resolve this If this situation. 5. If necessary, perform the following steps: a. Navigate to the C:\PDWInst\Media directory. b. Open the HPApplianceDetails.xml file in Notepad. c. Locate the relevant section for Ethernet, Infiniband, or PDUs. Find and change the default IP addresses ( ) to reflect the correct IP addresses. The following is an example of what appears in the PDU section: <PDUs> <PDU RackId="1" PduId="1" PduIP=" " PduSubnetMask=" " Location="U0" /> <PDU RackId="1" PduId="2" PduIP=" " PduSubnetMask=" " Location="U0" /> <PDU RackId="2" PduId="1" PduIP=" "PduSubnetMask=" " Location="U0" /> <PDU RackId="2" PduId="2" PduIP=" "PduSubnetMask=" " Location="U0" /> </PDUs> Troubleshooting 32

33 IMPORTANT: Occasionally, a minimal number of the ipdus are not responsive at the time the HPE Appliance Details XML file is created. When this occurs, the following message appears in the log to indicate that not all ipdus were available: 09/12/ :39:07 WARNING: PDU information in C:\PDWINST\Media\HPApplianceDetails.XML has to be manually updated 09/12/ :39:07 INFO: C:\PDWINST\Media\HPApplianceDetails.xml generated To resolve this, use one of the following methods: Open a browser using one of the IP address(es) of each of the missing ipdus, then rerun the script. Manually update the IP addresses of the missing ipdus in the appropriate section of the HPE Appliances Details XML file as shown below: <PDUs> <PDU RackId="1" PduId="1" PduIP=" " PduSubnetMask=" " Location="U0" /> <PDU RackId="1" PduId="2" PduIP=" " PduSubnetMask=" " Location="U0" / </PDUs> Exiting from a script If you need to exit from a script prior to its completion, press Ctrl and C simultaneously (Ctrl+C), just as you would with most PowerShell- and MS-DOS-based scripts. Diagnosing and resolving a cable mismatch The following procedure uses Ethernet cabling as an example, but you can use these instructions to troubleshoot all cabling issues. 1. Run "Appliance diagnostics." 2. View the log file in Logs folder: C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\Logs 3. Find the error message pertaining to cabling, as shown in the following example. 02/10/ :16:50 INFO: Baseline and actual wire files for cabling checks can be found at c:\hp CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack\OUTPUT\1. 4. Find both the actual and the baseline files in the following Output folder: C:\HP CS 300 for MSFT APS Support Pack V2.1.0\CompleteTool\PDW Support Pack OUTPUT\1 ETH_WIRES_ACTUAL.OUT Details the actual cabling ETH_WIRES_BASELINE.OUT Details the proper cabling 5. Open both files in a text editor, then compare them line by line. 6. Make note of which lines are different. In the following example, port numbers 13 and 14 in the ACTUAL file need to be swapped to match the proper wiring as shown in the BASELINE file. ETH_WIRES_BASELINE.OUT Switch Eth_Switch_Rack1_1 Port 13 connected to Server Node_Rack1_-HST01 Switch Eth_Switch_Rack1_1 Port 14 connected to Server Node_Rack1_-HST02 Troubleshooting 33

34 ETH_WIRES_ACTUAL.OUT Switch Eth_Switch_Rack1_1 Port 14 connected to Server Node_Rack1_-HST01 Switch Eth_Switch_Rack1_1 Port 13 connected to Server Node_Rack1_-HST02 7. Go to the switch to correct the cabling. Because the appliance includes redundant cabling, you can correct one switch at a time, without the need for any reboot. 8. Confirm both port lights are green once again after you correct the cabling. Ethernet cable check takes excessive time If the Ethernet receives a new RSA key, the Ethernet cable check routine stops functioning. To resolve this issue, manually log on to the switch using the PuTTy tool, and then choose to cache the new RSA key. Ethernet HPE (3com) Switch 5120 screen length If the Support Pack scripts lock up for several minutes, you may receive the following error message: FAILURE: ETH switch cables not installed property. Check OUTPUT\5\ETH_wires.out for the current configuration. To correct this, log in to the Ethernet switches and perform the following steps: 1. Enter user-interface vty Enter screen-length Enter quit. 4. Enter user-interface aux Enter screen-length Enter quit. 7. Enter save force. Script stops running while accessing InfiniBand switch The Support Pack scripts sometimes stop running when accessing the InfiniBand switch. Troubleshooting 34

35 The following steps resolve this issue: 1. Open the Task Manager to view current processes. 2. Select the command prompt process representing the script execution, and then click End task. 3. Select the Command-line SSH, telnet process, and then click End task. 4. Open a new command prompt and re-run the script. Troubleshooting 35

36 Support and other resources Accessing Hewlett Packard Enterprise Support For live assistance, go to the Contact Hewlett Packard Enterprise Worldwide website ( To access documentation and support services, go to the Hewlett Packard Enterprise Support Center website ( Information to collect Technical support registration number (if applicable) Product name, model or version, and serial number Operating system name and version Firmware version Error messages Product-specific reports and logs Add-on products or components Third-party products or components Accessing updates Some software products provide a mechanism for accessing software updates through the product interface. Review your product documentation to identify the recommended software update method. To download product updates, go to either of the following: o Hewlett Packard Enterprise Support Center Get connected with updates page ( o Software Depot website ( To view and update your entitlements, and to link your contracts and warranties with your profile, go to the Hewlett Packard Enterprise Support Center More Information on Access to Support Materials page ( IMPORTANT: Access to some updates might require product entitlement when accessed through the Hewlett Packard Enterprise Support Center. You must have an HP Passport set up with relevant entitlements. Websites Hewlett Packard Enterprise Information Library ( Hewlett Packard Enterprise Support Center ( Contact Hewlett Packard Enterprise Worldwide ( Support and other resources 36

37 Subscription Service/Support Alerts ( Software Depot ( Customer Self Repair ( Insight Remote Support ( Serviceguard Solutions for HP-UX ( Single Point of Connectivity Knowledge (SPOCK) Storage compatibility matrix ( Storage white papers and analyst reports ( Customer Self Repair Hewlett Packard Enterprise products are designed with many Customer Self Repair (CSR) parts to minimize repair time and allow for greater flexibility in performing defective parts replacement. If during the diagnosis period Hewlett Packard Enterprise (or Hewlett Packard Enterprise service providers or service partners) identifies that the repair can be accomplished by the use of a CSR part, Hewlett Packard Enterprise will ship that part directly to you for replacement. There are two categories of CSR parts: Mandatory Parts for which customer self repair is mandatory. If you request Hewlett Packard Enterprise to replace these parts, you will be charged for the travel and labor costs of this service. Optional Parts for which customer self repair is optional. These parts are also designed for customer self repair. If, however, you require that Hewlett Packard Enterprise replace them for you, there may or may not be additional charges, depending on the type of warranty service designated for your product. NOTE: Some Hewlett Packard Enterprise parts are not designed for customer self repair. In order to satisfy the customer warranty, Hewlett Packard Enterprise requires that an authorized service provider replace the part. These parts are identified as "No" in the Illustrated Parts Catalog. Based on availability and where geography permits, CSR parts will be shipped for next business day delivery. Same day or four-hour delivery may be offered at an additional charge where geography permits. If assistance is required, you can call the Hewlett Packard Enterprise Support Center and a technician will help you over the telephone. Hewlett Packard Enterprise specifies in the materials shipped with a replacement CSR part whether a defective part must be returned to Hewlett Packard Enterprise. In cases where it is required to return the defective part to Hewlett Packard Enterprise, you must ship the defective part back to Hewlett Packard Enterprise within a defined period of time, normally five (5) business days. The defective part must be returned with the associated documentation in the provided shipping material. Failure to return the defective part may result in Hewlett Packard Enterprise billing you for the replacement. With a customer self repair, Hewlett Packard Enterprise will pay all shipping and part return costs and determine the courier/carrier to be used. For more information about the Hewlett Packard Enterprise CSR program, contact your local service provider. For the North American program, go to the Hewlett Packard Enterprise CSR website ( Réparation par le client (CSR) Les produits Hewlett Packard Enterprise comportent de nombreuses pièces CSR (Customer Self Repair = réparation par le client) afin de minimiser les délais de réparation et faciliter le remplacement des pièces défectueuses. Si pendant la période de diagnostic, Hewlett Packard Enterprise (ou ses partenaires ou mainteneurs agréés) détermine que la réparation peut être effectuée à l'aide d'une pièce CSR, Hewlett Packard Enterprise vous l'envoie directement. Il existe deux catégories de pièces CSR : Support and other resources 37

38 Obligatoire Pièces pour lesquelles la réparation par le client est obligatoire. Si vous demandez à Hewlett Packard Enterprise de remplacer ces pièces, les coûts de déplacement et main d'œuvre du service vous seront facturés. Facultatif Pièces pour lesquelles la réparation par le client est facultative. Ces pièces sont également conçues pour permettre au client d'effectuer lui-même la réparation. Toutefois, si vous demandez à Hewlett Packard Enterprise de remplacer ces pièces, l'intervention peut ou non vous être facturée, selon le type de garantie applicable à votre produit. REMARQUE: Certaines pièces Hewlett Packard Enterprise ne sont pas conçues pour permettre au client d'effectuer lui-même la réparation. Pour que la garantie puisse s'appliquer, Hewlett Packard Enterprise exige que le remplacement de la pièce soit effectué par un Mainteneur Agréé. Ces pièces sont identifiées par la mention "Non" dans le Catalogue illustré. Les pièces CSR sont livrées le jour ouvré suivant, dans la limite des stocks disponibles et selon votre situation géographique. Si votre situation géographique le permet et que vous demandez une livraison le jour même ou dans les 4 heures, celle-ci vous sera facturée. Pour toute assistance, appelez le Centre d assistance Hewlett Packard Enterprise pour qu un technicien vous aide au téléphone. Dans les documents envoyés avec la pièce de rechange CSR, Hewlett Packard Enterprise précise s'il est nécessaire de lui retourner la pièce défectueuse. Si c'est le cas, vous devez le faire dans le délai indiqué, généralement cinq (5) jours ouvrés. La pièce et sa documentation doivent être retournées dans l'emballage fourni. Si vous ne retournez pas la pièce défectueuse, Hewlett Packard Enterprise se réserve le droit de vous facturer les coûts de remplacement. Dans le cas d'une pièce CSR, Hewlett Packard Enterprise supporte l'ensemble des frais d'expédition et de retour, et détermine la société de courses ou le transporteur à utiliser. Pour plus d'informations sur le programme CSR de Hewlett Packard Enterprise, contactez votre Mainteneur Agrée local. Pour plus d'informations sur ce programme en Amérique du Nord, consultez le site Web Hewlett Packard Enterprise ( Riparazione da parte del cliente Per abbreviare i tempi di riparazione e garantire una maggiore flessibilità nella sostituzione di parti difettose, i prodotti Hewlett Packard Enterprise sono realizzati con numerosi componenti che possono essere riparati direttamente dal cliente (CSR, Customer Self Repair). Se in fase di diagnostica Hewlett Packard Enterprise (o un centro di servizi o di assistenza Hewlett Packard Enterprise) identifica il guasto come riparabile mediante un ricambio CSR, Hewlett Packard Enterprise lo spedirà direttamente al cliente per la sostituzione. Vi sono due categorie di parti CSR: Obbligatorie Parti che devono essere necessariamente riparate dal cliente. Se il cliente ne affida la riparazione ad Hewlett Packard Enterprise, deve sostenere le spese di spedizione e di manodopera per il servizio. Opzionali Parti la cui riparazione da parte del cliente è facoltativa. Si tratta comunque di componenti progettati per questo scopo. Se tuttavia il cliente ne richiede la sostituzione ad Hewlett Packard Enterprise, potrebbe dover sostenere spese addizionali a seconda del tipo di garanzia previsto per il prodotto. NOTA: alcuni componenti Hewlett Packard Enterprise non sono progettati per la riparazione da parte del cliente. Per rispettare la garanzia, Hewlett Packard Enterprise richiede che queste parti siano sostituite da un centro di assistenza autorizzato. Tali parti sono identificate da un "No" nel Catalogo illustrato dei componenti. In base alla disponibilità e alla località geografica, le parti CSR vengono spedite con consegna entro il giorno lavorativo seguente. La consegna nel giorno stesso o entro quattro ore è offerta con un supplemento di costo solo in alcune zone. In caso di necessità si può richiedere l'assistenza telefonica di un addetto del centro di supporto tecnico Hewlett Packard Enterprise. Nel materiale fornito con una parte di ricambio CSR, Hewlett Packard Enterprise specifica se il cliente deve restituire dei component. Qualora sia richiesta la resa ad Hewlett Packard Enterprise del componente difettoso, lo si deve spedire ad Hewlett Packard Enterprise entro un determinato periodo di tempo, generalmente cinque (5) giorni lavorativi. Il componente difettoso deve essere restituito con la documentazione associata nell'imballo di Support and other resources 38

39 spedizione fornito. La mancata restituzione del componente può comportare la fatturazione del ricambio da parte di Hewlett Packard Enterprise. Nel caso di riparazione da parte del cliente, Hewlett Packard Enterprise sostiene tutte le spese di spedizione e resa e sceglie il corriere/vettore da utilizzare. Per ulteriori informazioni sul programma CSR di Hewlett Packard Enterprise, contattare il centro di assistenza di zona. Per il programma in Nord America fare riferimento al sito Web ( Customer Self Repair Hewlett Packard Enterprise Produkte enthalten viele CSR-Teile (Customer Self Repair), um Reparaturzeiten zu minimieren und höhere Flexibilität beim Austausch defekter Bauteile zu ermöglichen. Wenn Hewlett Packard Enterprise (oder ein Hewlett Packard Enterprise Servicepartner) bei der Diagnose feststellt, dass das Produkt mithilfe eines CSR-Teils repariert werden kann, sendet Ihnen Hewlett Packard Enterprise dieses Bauteil zum Austausch direkt zu. CSR-Teile werden in zwei Kategorien unterteilt: Zwingend Teile, für die das Customer Self Repair-Verfahren zwingend vorgegeben ist. Wenn Sie den Austausch dieser Teile von Hewlett Packard Enterprise vornehmen lassen, werden Ihnen die Anfahrt- und Arbeitskosten für diesen Service berechnet. Optional Teile, für die das Customer Self Repair-Verfahren optional ist. Diese Teile sind auch für Customer Self Repair ausgelegt. Wenn Sie jedoch den Austausch dieser Teile von Hewlett Packard Enterprise vornehmen lassen möchten, können bei diesem Service je nach den für Ihr Produkt vorgesehenen Garantiebedingungen zusätzliche Kosten anfallen. HINWEIS: Einige Hewlett Packard Enterprise Teile sind nicht für Customer Self Repair ausgelegt. Um den Garantieanspruch des Kunden zu erfüllen, muss das Teil von einem Hewlett Packard Enterprise Servicepartner ersetzt werden. Im illustrierten Teilekatalog sind diese Teile mit No bzw. Nein gekennzeichnet. CSR-Teile werden abhängig von der Verfügbarkeit und vom Lieferziel am folgenden Geschäftstag geliefert. Für bestimmte Standorte ist eine Lieferung am selben Tag oder innerhalb von vier Stunden gegen einen Aufpreis verfügbar. Wenn Sie Hilfe benötigen, können Sie das Hewlett Packard Enterprise Support Center anrufen und sich von einem Mitarbeiter per Telefon helfen lassen. Den Materialien von Hewlett Packard Enterprise, die mit einem CSR-Ersatzteil geliefert werden, können Sie entnehmen, ob das defekte Teil an Hewlett Packard Enterprise zurückgeschickt werden muss. Wenn es erforderlich ist, das defekte Teil an Hewlett Packard Enterprise zurückzuschicken, müssen Sie dies innerhalb eines vorgegebenen Zeitraums tun, in der Regel innerhalb von fünf (5) Geschäftstagen. Das defekte Teil muss mit der zugehörigen Dokumentation in der Verpackung zurückgeschickt werden, die im Lieferumfang enthalten ist. Wenn Sie das defekte Teil nicht zurückschicken, kann Hewlett Packard Enterprise Ihnen das Ersatzteil in Rechnung stellen. Im Falle von Customer Self Repair kommt Hewlett Packard Enterprise für alle Kosten für die Lieferung und Rücksendung auf und bestimmt den Kurier-/Frachtdienst. Weitere Informationen über das Hewlett Packard Enterprise Customer Self Repair Programm erhalten Sie von Ihrem Servicepartner vor Ort. Informationen über das CSR-Programm in Nordamerika finden Sie auf der Hewlett Packard Enterprise Website unter ( Reparaciones del propio cliente Los productos de Hewlett Packard Enterprise incluyen muchos componentes que el propio usuario puede reemplazar (Customer Self Repair, CSR) para minimizar el tiempo de reparación y ofrecer una mayor flexibilidad a la hora de realizar sustituciones de componentes defectuosos. Si, durante la fase de diagnóstico, Hewlett Packard Enterprise (o los proveedores o socios de servicio de Hewlett Packard Enterprise) identifica que una reparación puede llevarse a cabo mediante el uso de un componente CSR, Hewlett Packard Enterprise le enviará dicho componente directamente para que realice su sustitución. Los componentes CSR se clasifican en dos categorías: Support and other resources 39

40 Obligatorio componentes cuya reparación por parte del usuario es obligatoria. Si solicita a Hewlett Packard Enterprise que realice la sustitución de estos componentes, tendrá que hacerse cargo de los gastos de desplazamiento y de mano de obra de dicho servicio. Opcional componentes cuya reparación por parte del usuario es opcional. Estos componentes también están diseñados para que puedan ser reparados por el usuario. Sin embargo, si precisa que Hewlett Packard Enterprise realice su sustitución, puede o no conllevar costes adicionales, dependiendo del tipo de servicio de garantía correspondiente al producto. NOTA: Algunos componentes de Hewlett Packard Enterprise no están diseñados para que puedan ser reparados por el usuario. Para que el usuario haga valer su garantía, Hewlett Packard Enterprise pone como condición que un proveedor de servicios autorizado realice la sustitución de estos componentes. Dichos componentes se identifican con la palabra "No" en el catálogo ilustrado de componentes. Según la disponibilidad y la situación geográfica, los componentes CSR se enviarán para que lleguen a su destino al siguiente día laborable. Si la situación geográfica lo permite, se puede solicitar la entrega en el mismo día o en cuatro horas con un coste adicional. Si precisa asistencia técnica, puede llamar al Centro de asistencia técnica de Hewlett Packard Enterprise y recibirá ayuda telefónica por parte de un técnico. Con el envío de materiales para la sustitución de componentes CSR, Hewlett Packard Enterprise especificará si los componentes defectuosos deberán devolverse a Hewlett Packard Enterprise. En aquellos casos en los que sea necesario devolver algún componente a Hewlett Packard Enterprise, deberá hacerlo en el periodo de tiempo especificado, normalmente cinco días laborables. Los componentes defectuosos deberán devolverse con toda la documentación relacionada y con el embalaje de envío. Si no enviara el componente defectuoso requerido, Hewlett Packard Enterprise podrá cobrarle por el de sustitución. En el caso de todas sustituciones que lleve a cabo el cliente, Hewlett Packard Enterprise se hará cargo de todos los gastos de envío y devolución de componentes y escogerá la empresa de transporte que se utilice para dicho servicio. Para obtener más información acerca del programa de Reparaciones del propio cliente de Hewlett Packard Enterprise, póngase en contacto con su proveedor de servicios local. Si está interesado en el programa para Norteamérica, visite la página web de Hewlett Packard Enterprise CSR ( Customer Self Repair Veel onderdelen in Hewlett Packard Enterprise producten zijn door de klant zelf te repareren, waardoor de reparatieduur tot een minimum beperkt kan blijven en de flexibiliteit in het vervangen van defecte onderdelen groter is. Deze onderdelen worden CSR-onderdelen (Customer Self Repair) genoemd. Als Hewlett Packard Enterprise (of een Hewlett Packard Enterprise Service Partner) bij de diagnose vaststelt dat de reparatie kan worden uitgevoerd met een CSR-onderdeel, verzendt Hewlett Packard Enterprise dat onderdeel rechtstreeks naar u, zodat u het defecte onderdeel daarmee kunt vervangen. Er zijn twee categorieën CSR-onderdelen: Verplicht Onderdelen waarvoor reparatie door de klant verplicht is. Als u Hewlett Packard Enterprise verzoekt deze onderdelen voor u te vervangen, worden u voor deze service reiskosten en arbeidsloon in rekening gebracht. Optioneel Onderdelen waarvoor reparatie door de klant optioneel is. Ook deze onderdelen zijn ontworpen voor reparatie door de klant. Als u echter Hewlett Packard Enterprise verzoekt deze onderdelen voor u te vervangen, kunnen daarvoor extra kosten in rekening worden gebracht, afhankelijk van het type garantieservice voor het product. OPMERKING: Sommige Hewlett Packard Enterprise onderdelen zijn niet ontwikkeld voor reparatie door de klant. In verband met de garantievoorwaarden moet het onderdeel door een geautoriseerde Service Partner worden vervangen. Deze onderdelen worden in de geïllustreerde onderdelencatalogus aangemerkt met "Nee". Afhankelijk van de leverbaarheid en de locatie worden CSR-onderdelen verzonden voor levering op de eerstvolgende werkdag. Levering op dezelfde dag of binnen vier uur kan tegen meerkosten worden aangeboden, indien dit mogelijk is gezien de locatie. Indien assistentie is gewenst, belt u het Hewlett Packard Enterprise Support Center om via de telefoon ondersteuning van een technicus te ontvangen. Support and other resources 40

41 Hewlett Packard Enterprise vermeldt in de documentatie bij het vervangende CSR-onderdeel of het defecte onderdeel aan Hewlett Packard Enterprise moet worden geretourneerd. Als het defecte onderdeel aan Hewlett Packard Enterprise moet worden teruggezonden, moet u het defecte onderdeel binnen een bepaalde periode, gewoonlijk vijf (5) werkdagen, retourneren aan Hewlett Packard Enterprise. Het defecte onderdeel moet met de bijbehorende documentatie worden geretourneerd in het meegeleverde verpakkingsmateriaal. Als u het defecte onderdeel niet terugzendt, kan Hewlett Packard Enterprise u voor het vervangende onderdeel kosten in rekening brengen. Bij reparatie door de klant betaalt Hewlett Packard Enterprise alle verzendkosten voor het vervangende en geretourneerde onderdeel en kiest Hewlett Packard Enterprise zelf welke koerier/transportonderneming hiervoor wordt gebruikt. Neem contact op met een Service Partner voor meer informatie over het Customer Self Repair programma van Hewlett Packard Enterprise. Informatie over Service Partners vindt u op de Hewlett Packard Enterprise website ( Reparo feito pelo cliente Os produtos da Hewlett Packard Enterprise são projetados com muitas peças para reparo feito pelo cliente (CSR) de modo a minimizar o tempo de reparo e permitir maior flexibilidade na substituição de peças com defeito. Se, durante o período de diagnóstico, a Hewlett Packard Enterprise (ou fornecedores/parceiros da Hewlett Packard Enterprise) concluir que o reparo pode ser efetuado pelo uso de uma peça CSR, a Hewlett Packard Enterprise enviará a peça diretamente ao cliente. Há duas categorias de peças CSR: Obrigatória Peças cujo reparo feito pelo cliente é obrigatório. Se desejar que a Hewlett Packard Enterprise substitua essas peças, serão cobradas as despesas de transporte e mão-de-obra do serviço. Opcional Peças cujo reparo feito pelo cliente é opcional. Essas peças também são projetadas para o reparo feito pelo cliente. No entanto, se desejar que a Hewlett Packard Enterprise as substitua, pode haver ou não a cobrança de taxa adicional, dependendo do tipo de serviço de garantia destinado ao produto. OBSERVAÇÃO: Algumas peças da Hewlett Packard Enterprise não são projetadas para o reparo feito pelo cliente. A fim de cumprir a garantia do cliente, a Hewlett Packard Enterprise exige que um técnico autorizado substitua a peça. Essas peças estão identificadas com a marca "No" (Não), no catálogo de peças ilustrado. Conforme a disponibilidade e o local geográfico, as peças CSR serão enviadas no primeiro dia útil após o pedido. Onde as condições geográficas permitirem, a entrega no mesmo dia ou em quatro horas pode ser feita mediante uma taxa adicional. Se precisar de auxílio, entre em contato com o Centro de suporte técnico da Hewlett Packard Enterprise para que um técnico o ajude por telefone. A Hewlett Packard Enterprise especifica nos materiais fornecidos com a peça CSR de reposição se a peça com defeito deve ser devolvida à Hewlett Packard Enterprise. Nos casos em que isso for necessário, é preciso enviar a peça com defeito à Hewlett Packard Enterprise, você deverá enviar a peça com defeito de volta para a Hewlett Packard Enterprise dentro do período de tempo definido, normalmente em 5 (cinco) dias úteis. A peça com defeito deve ser enviada com a documentação correspondente no material de transporte fornecido. Caso não o faça, a Hewlett Packard Enterprise poderá cobrar a reposição. Para as peças de reparo feito pelo cliente, a Hewlett Packard Enterprise paga todas as despesas de transporte e de devolução da peça e determina a transportadora/serviço postal a ser utilizado. Para obter mais informações sobre o programa de reparo feito pelo cliente da Hewlett Packard Enterprise, entre em contato com o fornecedor de serviços local. Para o programa norte-americano, visite o site da Hewlett Packard Enterprise ( Support and other resources 41

42 Support and other resources 42

43 Support and other resources 43

44 Remote support Remote support is available with supported devices as part of your warranty or contractual support agreement. It provides intelligent event diagnosis, and automatic, secure submission of hardware event notifications to Hewlett Packard Enterprise, which will initiate a fast and accurate resolution based on your product s service level. Hewlett Packard Enterprise strongly recommends that you register your device for remote support. For more information and device support details, go to the Insight Remote Support website ( Support and other resources 44

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