hp sim remote device config

HP Insight Remote Support StandardA.05.50 Hosting Device Configuration Guide

HP Part Number: 5900-0535Published: August, 2010, Edition 4.0

Copyright 2003 - 2010; Hewlett-Packard Development Company, L.P.

Legal Notices

Confidential computer software. Valid license from HP required for possession, use or copying. Consistent with FAR 12.211 and 12.212, CommercialComputer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government undervendor'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 expresswarranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shallnot be liable for technical or editorial errors or omissions contained herein.

Table of Contents

About This Document.....................................................................................71 Intended Audience...............................................................................................................................72 Publishing History................................................................................................................................73 New and Changed Information in This Edition.........................................................................................74 Document Organization........................................................................................................................75 Typographic Conventions......................................................................................................................76 Related Documents...............................................................................................................................87 Support Information..............................................................................................................................8

1 Overview..................................................................................................91.1 Product Overview...............................................................................................................................91.2 Procedural Overview..........................................................................................................................9

1.2.1 Managed System Set-up Procedures...........................................................................................101.2.2 Hosting Device Set-up Procedures..............................................................................................101.2.3 System Requirements................................................................................................................10

1.2.3.1 Hosting Device Hardware Requirements..............................................................................111.2.3.2 Hosting Device Operating System Requirements...................................................................11

1.2.4 Supported Web Browsers.........................................................................................................121.2.5 Access Requirements................................................................................................................121.2.6 Hosting Device Communication Requirements..............................................................................12

1.2.6.1 Configuring the Hosting Device to Use DNS........................................................................131.2.6.1.1 Windows 2003........................................................................................................131.2.6.1.2 Windows 2008.......................................................................................................14

1.3 Communication between the Hosting Device and the Managed Systems.................................................151.4 Collecting Required System Information..............................................................................................161.5 SNMP on the Hosting Device............................................................................................................171.6 WBEM and Managed Systems..........................................................................................................17

2 Configuring the Hosting Device..................................................................192.1 Before You Install: Assessing your Environment and Readiness for Insight Remote Support Standard............192.2 Download and Install Insight Remote Support Standard........................................................................202.3 Configure Insight Remote Support Standard........................................................................................212.4 Using the HP Insight Remote Support Configuration Wizard..................................................................282.5 Completing Managed System Configuration with the HP Insight Remote Support Console.........................33

2.5.1 Configuring Protocols for Your Environment.................................................................................332.6 Configuring Additional Sites and Contacts..........................................................................................34

2.6.1 Adding Sites...........................................................................................................................342.6.2 Adding Contacts.....................................................................................................................342.6.3 About HP Account or Service Provider Contact Information...........................................................352.6.4 Discovering your Managed Systems...........................................................................................352.6.5 Adding (Discovering) A Single System........................................................................................362.6.6 Pushing Monitoring Software to Windows Managed Systems with HP Smart Update Manager (HPSUM).............................................................................................................................................37

2.7 Editing Managed Systems to Complete Configuration..........................................................................402.7.1 Provide System Information........................................................................................................402.7.2 Provide Entitlement Information..................................................................................................402.7.3 Select Site Information..............................................................................................................412.7.4 Select Contact Information........................................................................................................41

2.8 Special Instructions for Configuring A Proxy Server..............................................................................41

3 Testing, Validating, and Troubleshooting the Installation.................................433.1 Verifying Communication Using the Service Health Tab.........................................................................43

Table of Contents 3

3.2 Validating the Installation with a Test Event.........................................................................................433.3 Using the Installation Advisor to Troubleshoot......................................................................................473.4 DESTA Service Will Not Start............................................................................................................47

A Configuring Service Provider Service and Support........................................49A.1 Obtaining Your Provider/Location ID from HP.....................................................................................49A.2 Applying your Provider/Location ID...................................................................................................49

Glossary....................................................................................................53

Index.........................................................................................................55

4 Table of Contents

List of Tables1-1 Required Information for Your Hosting Device.....................................................................................161-2 Required Information for Your Managed Systems.................................................................................16

5

About This Document1 Intended Audience

The Insight Remote Support Standard Hosting Device Configuration Guide is intended for HP's Small toMedium Business Customers, HP Business Partners, and HP Customers and HP Account teams managingEVA devices.

2 Publishing History

Publication DateEdition NumberManufacturing Part Number

August, 20104.0 for A.05.505900-0535

January 18, 20103.0 for A.05.405900-0371

December 11, 20092.35900-0368

July 31, 20092.1 for A.05.305900-0368

July 7, 20092.0 for A.05.305900-0092

March 13, 20091.1 for A.05.205992-6211

January 20, 20091.0 for A.05.205992-5760

3 New and Changed Information in This EditionWith the A.05.50 release:

WEBES 6.1 is the most current supported version for Insight Remote Support Standard A.05.50.

4 Document OrganizationThis document is organized sequentially according to the procedures required to download, install, andconfigure the Insight Remote Support Standard solution and its related components.

5 Typographic Conventionsfind(1) HP-UX manpage. In this example, find is the manpage name and 1 is the

manpage section.Book Title Title of a book or other document.Linked Title Title that is a hyperlink to a book or other document.http://www.hp.com A Web site address that is a hyperlink to the site.Command Command name or qualified command phrase.user input Commands and other text that you type.computer output Text displayed by the computer.Enter 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 labeledCtrl while pressing the A key.

term Defined use of an important word or phrase.variable The name of an environment variable, for example PATH or errno.value 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.attrib= An attribute used in a markup language.

1 Intended Audience 7

6 Related Documents Insight Remote Support Standard Managed Systems Guide

This document covers Windows and Linux Integrity, OpenVMS, Tru64 Unix, and HP-UX ManagedSystem configurations.

This document is available at http://www.hp.com/go/insightremotestandard-docs.

Insight Remote Support Standard Release Notes

This document covers product details and information about which Managed Systems and HostingDevices are supported for use with the Insight Remote Support Standard solution, and it is required forproduct installation and support.


HP Insight Remote Support Standard Operations Guide

This document is optional; it provides information for users who have already installed and configuredInsight Remote Support Standard and need specific usage instructions.


HP Remote Support Software Manager Configuration, Usage and Troubleshooting Guide for InsightRemote Support Standard

This document is optional, as it provides additional information about the Remote Support SoftwareManager (RSSWM), but the document is not required for Insight Remote Support Standard to function.


See the HP Insight Management WBEM Providers Web site at http://h18013.www1.hp.com/products/servers/management/wbem/documentation.html?jumpid=reg_R1002_USEN for more informationabout WBEM providers and credentials.

For more information about the System Event Analyzer (SEA) user interface, please see the WEBESUser Guide at http://h18023.www1.hp.com/support/svctools/webes/index.html.

7 Support InformationHP recommends that you read the Insight Remote Support Standard Hosting Device Configuration Guidebefore installation. This document is designed to help and guide you through a successful installation andconfiguration. However, if you need further support for Insight Remote Support Standard, help is availablethrough HPs local Response Centers. Please refer to www.hp.com/services/iseemigration for contact details.

8 About This Document

1 Overview1.1 Product Overview

HP Insight Remote Support Standard 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 e-mail notifications of new software, deployment statistics, and the state of your configurationsimprove communications, planning, and management of your Enterprise

The Insight Remote Support Standard Release Notes detail the specific supported hardware and associatedoperating systems. Before you download, install, or configure Insight Remote Support Standard components,verify your target hardware devices are supported by cross referencing the Insight Remote Support StandardRelease Notes available at http://www.hp.com/go/insightremotestandard-docs.

NOTE: Insight Remote Support Standard is different from HP Instant Support Enterprise Edition (ISEE) andHP Insight Remote Support Advanced in that it is targeted toward small to medium business customers and,unlike Insight Remote Support Advanced, it has no dependencies on HP SIM. ISEE is set for end-of-life inJune 2009. See the ISEE Migration page www.hp.com/services/iseemigration for more information.

It is critical to understand the distinct difference between Managed Systems and the Hosting Device in theInsight Remote Support Standard solution.

Managed Systems: are the supported hardware devices as defined by the Insight Remote SupportStandard Release Notes that are monitored for hardware events and from which configuration data iscollected. The events and collections are gathered by the Insight Remote Support Standard softwareon 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 Insight Remote SupportStandard Release Notes that hosts the Insight Remote Support Standard management software, collectsevent and configuration information from the Managed Systems, and transmits this information to HPfor analysis.

IMPORTANT: The .NET Framework version 2.0 is a pre-requisite on the Hosting Device before theInsight Remote Support Standard installation. If .NET Framework 2.0 is not installed on the HostingDevice before the Insight Remote Support Standard installation, the installation process will fail with anon-specific error message. Note that installing the .NET Framework 3.0 or 3.5 will meet this pre-requisiteas these versions include the .NET 2.0 runtime. It is recommended to install .NET 3.5 with the latestservice pack and all updates. .NET Framework 4.0 does not include the .NET 2.0 runtime. If you install.NET Framwork 4.0, you will also need to install .NET Framwork 2.0.

To determine if version 2.0 of the .NET Framework is installed, locate the%systemroot%\Microsoft.NET\Framework folder. Within this folder are subfolders named withthe version number of .NET Framework versions installed. If version 2.0 is installed, there should be afolder named v2.0.xxxx . If this folder is not present, the Hosting Device does not have .NETFramework version 2.0 installed.

To install .NET Framework 2.0, download the setup file from: http://www.microsoft.com/net/.

1.2 Procedural OverviewThe procedures in this document are particular to the Hosting Device. Before you download, install, orconfigure the Insight Remote Support Standard solution on the Hosting Device, you need to verify that yourHosting Device hardware is compliant. The following subsections break down the procedures you will performto configure the Insight Remote Support Standard solution.

1.1 Product Overview 9

1.2.1 Managed System Set-up Procedures

IMPORTANT: This solution has been optimized to support 1-50 Managed Systems. Although the InsightRemote Support Standard solution will support up to 100 servers, customers may find these higher numbersmake this solution less convenient to configure and maintain and may want to consider installing HP SIMand Insight Remote Support Advanced that is optimized to handle much larger numbers of servers andcontains 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 Insight Remote Support StandardRelease 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 youwant to monitor as Managed Systems.

You will need this information when you configure the Insight Remote Support Standard solution. Youcan log the necessary information in the tables in Section 1.4: Collecting Required System Information.

Verify that your Managed Systems have the appropriate communication protocol support tools (SNMP,WBEM Providers, Management Agents, ELMC, etc.) installed. These tools vary by Managed Systemtype and are required to enable the Managed System to collect its own hardware event informationand communicate events and collections to the Hosting Device. See the Insight Remote Support StandardManaged Systems Guide for specific requirements and more information.

NOTE: Supported Windows ProLiant systems may be configured by pushing the PSP componentsthrough the Hosting Device. All other supported Managed System systems should be configured beforethe 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 the Insight Remote Support StandardManaged Systems Guide.

1.2.2 Hosting Device Set-up ProceduresNext, 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 theInsight Remote Support Standard 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 RemoteSupport Standard solution components until you have met this dependency on the Hosting Device.

4. Download Insight Remote Support Standard from HP Software Depot (see Section 2.2: Download andInstall Insight Remote Support Standard).

5. Install Insight Remote Support Standard.6. Configure the Insight Remote Support Standard solution.

NOTE: After the Insight Remote Support Standard installation, and you can reconfigure RSSWM to fit yourenterprise specifications if you so choose. The processes for reconfiguring RSSWM after it is installed on theHosting Device, are documented in the HP Remote Support Software Manager Configuration, Usage andTroubleshooting Guide for Insight Remote Support Standard available at http://www.hp.com/go/insightremotestandard-docs.

1.2.3 System RequirementsThe Hosting Device must meet the base hardware and software requirements defined in the Insight RemoteSupport Standard Release Notes.

10 Overview

1.2.3.1 Hosting Device Hardware RequirementsInsight Remote Support Standard is supported only on ProLiant servers running:

Any HP ProLiant x86 system with Insight Management Agent or WBEM Provider support

Any HP ProLiant x64 system with Insight Management Agent or WBEM Provider support

HP StorageWorks X1800 Network Storage System with Insight Management Agent support

HP StorageWorks X3800 Network Storage System with Insight Management Agent support

Refer to the Insight Remote Support Standard Release Notes for more details of Insight Management Agentor WBEM Provider support.

Minimum specifications:

2 GB RAM minimum, 3GB recommended

500 MB free disk space for normal operation

1.5GB available disk space to install all software components

1.2.3.2 Hosting Device Operating System Requirements

Microsoft Windows Server 2003 Standard or Enterprise Edition for x86 with SP1 or higher (runningon x86 or x64/AMD64 platforms)

Microsoft Windows Server 2003 R2 Standard or Enterprise Edition for x86 (running on x86 orx64/AMD64 platforms)

Microsoft Windows Server 2003 for x64

Microsoft Windows 2003 SMB, with SP1 or higher

Microsoft Windows 2003 Server with installed Multilingual User Interface Pack (MUI)

Microsoft Windows 2003 with English, French, Italian, German, Spanish, Dutch, Traditional Chinese,Simplified Chinese, Korean and Japanese International Server

Microsoft Windows Server 2008 Standard for x64

Microsoft Windows Server 2008 Enterprise for x64

Microsoft Windows Server 2008 Datacenter for x64

Microsoft Windows Server 2008 Standard 32-Bit

Microsoft Windows Server 2008 Enterprise 32-Bit

Microsoft Windows Server 2008 Datacenter 32-Bit

Microsoft Windows Small Business Server 2008

Microsoft Windows Web Server 2008

Microsoft Windows Server 2008 R2

Microsoft Windows Storage Server 2008 Standard edition

Microsoft Windows Storage Server 2008 Advanced edition

IMPORTANT: Verify that Microsoft .NET 2.0 is installed on your Hosting Device. Do not install the InsightRemote Support Standard 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 WindowsOperating Systems are supported.

RSSWM downloads and installs software to the Hosting Device only, and operates only on a Hosting Deviceinstalled on a supported Windows ProLiant device. RSSWM and Insight Remote Support Standard is nowsupported on Virtual Machines (VMWare). See the Insight Remote Support Standard Release Notes forspecific supported VM configurations.

1.2 Procedural Overview 11

1.2.4 Supported Web BrowsersThe following browsers are supported for Insight Remote Support Standard. Browsers not listed are notsupported.

Internet Explorer, Versions 6.x, 7.x, and 8.x

Firefox, Version 3.x

Java Virtual Machine (Java VM) is required to access the WEBES SEA user interface.

Internet Explorer: On 32-bit and x64 editions of Windows XP and Server 2003, Microsoft no longer suppliesa Java plug-in with the Internet Explorer Web browser. If you wish to use the 32-bit Internet Explorer toconnect to the WEBES SEA user interface (the 64-bit IE on x64 will not work with SEA), then you mustdownload and install a Sun JRE instead, which includes Web browser Java plug-ins. Downloads are availablefrom: http://java.sun.com/getjava.

Firefox: Does not include any Java VM. You must download and install a Sun JRE. Downloads are availablefrom: http://java.sun.com/getjava.

1.2.5 Access RequirementsYou must have administrative rights to Microsoft Windows on the Hosting Device. HP requires using thesame Windows account on the Hosting Device to install and configure both HP SIM and Insight RemoteSupport Standard components, including Remote Support Software Manager (RSSWM).

The RSSWM User Interface requires administrator privileges on the Windows operating system. If you donot have an account with administrative privileges, please contact your Remote Support Account Team formore information or assistance.

IMPORTANT: Due to enhanced security features in Windows 2008 HP recommends that you run theinstallation as user administrator or as a user in the Administrators Group using the Run asAdministrator option.

When accessing the Hosting Device remotely using the Windows Remote Desktop Connection (RDC) client,use the following switches:

When connecting from a Windows XP, Windows 2000, or Windows 2003 system, use the /consoleswitch:

c:\windows\system32\mstsc.exe /console

When connecting from a Vista, Windows 2008, or Windows 7 system, use the /admin switch:c:\windows\system32\mstsc.exe /admin

The configuration and registration of RSSWM can only be performed by a user who is logged onto theHosting Device via the system console or a console-mode RDC Session. Users should not attempt to initializeor register a Hosting Device with RSSWM via a non-console mode Terminal Services or RDC session.

1.2.6 Hosting Device Communication Requirements

NOTE: You must open port 7906 on the Hosting Device to access the Insight Remote Support Standardcomponents on the Hosting Device from other systems inside of the same network.

Remote Support Software Manager (RSSWM) on the Hosting Device communicates over HTTPS/443.Likewise, the Remote Support Client component also communicates over HTTPS/443 to submit incidents toand retrieve entitlement information from the HP Support Center.

HTTPS provides encryption for confidentiality of software configuration data collected from the HostingDevice and transferred to HP. It is advisable to configure your firewall for both RSSWM and the RemoteSupport Client before installing Insight Remote Support Standard. If your policies require IP addresses, pleasesee HP Insight Remote Support Standard Security Overview available at http://www.hp.com/go/insightremotestandard-docs for details.

12 Overview

Service DescriptionProtocolAlias

The Remote Support Client service is used to submit incidents to and retrieveentitlement information from the HP Support Center.

HTTPSservices.isee.hp.com

The Remote Support Software Manager Software service delivers softwarepackages from this address, allowing distribution of the requests made tothe HP Support Center.

HTTPSrsswm.software.hp.com

The Remote Support Software Manager Policy service is used to retrievepolicy for new and updated packages.

TCP over SSLrsswm.policy.hp.com

The Remote Support Client and RSSWM communicate directly with the HP Support Center through the firewallor web proxy server (if a web proxy server is in use). Insight Remote Support Standard supports connectingdirectly to the Internet or connecting through a proxy server and supports all proxy servers conforming tothe HTTP/1.0 Specification. Insight Remote Support Standard does not support proxies using proxyauto-configuration scripts, NTLM authentication (also known as Integrated Windows Authentication), orKerberos authentication.

The Remote Support Client configuration may fail if a customers firewall or security software filters networkcommunication between the monitored client and the HP Support Center. For example, some firewall software,such as WatchGuard firewall, filters some HTTP protocols by default. It may block HTTP redirection, HTTPdownload of compressed files, etc. In those cases, change the firewall settings so that it does not block anyHTTP communication between the Hosting Device and the HP Support Center. Verify that it passes any HTTP1.0 standard protocol between the Hosting Device and the HP Support Center, so that it meets thecommunication requirement (TCP 443 outbound with established back).

NOTE: Check for software or networking updates in the Insight Remote Support Standard Release Notesavailable at http://www.hp.com/go/insightremotestandard-docs.

1.2.6.1 Configuring the Hosting Device to Use DNSThe redundant data center infrastructure utilizes name resolution for load balancing. For a Hosting Deviceto fully operate with the redundant sites, it is required to use DNS. This will enable the Global Server LoadBalancer (GSLB) to direct traffic to the appropriate site. If the customer chooses not to setup DNS on theHosting Device and instead continues using IP address settings in the hosts file, they will lose service. TheHosting Device will only be able to communicate to the one site for which they have set IP addresses. Therewill be loss of service when that one site is not available and GSLB is directing traffic to the other site. Tobe fully supported, DNS must be configured on the Hosting Device.

Complete the following procedure to configure the Hosting Device to use Domain Name System (DNS):

1.2.6.1.1 Windows 2003

1. Logon to the system as a member of the Administrators group.2. Start Control Panel Network Connections Local Area Connection.3. Click Properties.4. Select Internet Protocol (TCP/IP) and click Properties.

1.2 Procedural Overview 13

5. Choose either:

Obtain DNS server address automatically (if appropriate for the customer environment) Use the following DNS server addressesSpecify one or two IP addresses for the DNS server(s) available in the customer environment.

6. Click OK, OK, Close.7. Verify the settings by performing the nslookup command:

nslookup services.isee.hp.comThe output should show the IP address of the DNS server you entered.

1.2.6.1.2 Windows 2008

1. Logon to the system as a member of the Administrators group.2. Start Control Panel.3. Click the View network status and tasks link.4. Click the Local Area Connection link.5. Click Properties.6. Select Internet Protocol Version 4.

14 Overview

7. Click Properties.8. Choose either:

Obtain DNS server address automatically (if appropriate for the customer environment) Use the following DNS server addressesSpecify one or two IP addresses for the DNS server(s) available in the customer environment.

9. Click OK, OK, Close, and close the Network and Sharing Center.10. Verify the settings by performing the nslookup command:

nslookup services.isee.hp.comThe output should show the IP address of the DNS server you entered.

1.3 Communication between the Hosting Device and the Managed SystemsDepending on your Managed System type, your Hosting Device will collect event and configuration datafrom the Managed System through either SNMP or WBEM communications. The instructions for configuringSNMP on the Hosting Device are in the next chapter. The instructions for configuring your Managed Systemto use SNMP or WBEM are in the corresponding chapter. If you fail to configure these protocols properly,events and communication collections will not reach the Hosting Device and therefore will not be communicatedby the Hosting Device to HP for support. Pay special attention to this information throughout the rest of thedocument.

1.3 Communication between the Hosting Device and the Managed Systems 15

1.4 Collecting Required System InformationThe following tables identify the information you will need to know when you configure you Hosting Deviceand your Managed System(s). It is advisable for you to find this information before you proceed with InsightRemote Support Standard.

Table 1-1 Required Information for Your Hosting Device

ValueRequired Item

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 e-mail address

Primary Contact's hours of availability

Additional Contact's phone number

Additional Contact's e-mail 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 e-mail address to initiate remote support communicationswithin your enterprise

Selected e-mail address(es) to receive remote supportcommunications within your enterprise

WBEM Domain User Name and Password set for WindowsManaged Systems to allow WMI communications between theHosting Device and the Managed System.

CommandView User Name and Password set to allowcommunications between the Hosting Device and theCommandView service on the Managed System(s).

Any additional credentials for further configuration of WindowsManaged 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

ValueRequired Item

Fully Qualified Host Name

IP Address

WBEM Account name to be used on this Managed System

Site (physical location of Managed System)

Serial Number

16 Overview

ValueRequired Item

Product Number

SAID or System Handle

Primary Support Contact

Primary Contact's phone number

Primary Contact's e-mail address

Primary Contact's hours of availability

Additional Contact's phone number

Additional Contact's e-mail address

1.5 SNMP on the Hosting DeviceSNMP is a requirement for Insight Remote Support Standard support of Linux ProLiants and Windows ProLiantsthat are not using WMI/WBEM, and it MUST be installed on the Hosting Device. SNMP is provided byMicrosoft and if not already installed on your Hosting Device can be installed through your Microsoft Windowsmedia.

Once you have SNMP installed on your Hosting Device, configure it to receive packages from your ManagedSystem:

1. On the Hosting Device click Start Administrative Tools Services.2. Right click on the SNMP service and select Properties.3. In the Properties window, select the Security tab.4. On the Security tab, choose either:

Accept SNMP packets from any host.or

Accept SNMP packets from these hosts and use the Add feature to add your Managed Systemsto the list.

5. Click OK to accept your changes and leave the SNMP properties configuration screen.

1.6 WBEM and Managed SystemsYour Managed Systems may use WBEM protocols to communicate with the Hosting Device depending onyour security strategy and preferences. The majority of configuration for WBEM will occur on the ManagedSystem and in the HP Insight Remote Support Console on the Hosting Device, but be aware that you willneed to identify the credentials for those Managed Systems before you complete the Hosting Deviceconfiguration.

IMPORTANT: When monitoring Managed Systems using WBEM credentials, if and when you change theusername/password, you MUST modify those credentials in the HP Insight Remote Support Console on theHosting Device to continue monitoring your Managed System.

1.5 SNMP on the Hosting Device 17

2 Configuring the Hosting Device2.1 Before You Install: Assessing your Environment and Readiness forInsight Remote Support Standard

Before you install or configure the Insight Remote Support Standard solution, review the following questionsto ensure that your environment is prepared and that you have all of the necessary information to succeedwith 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 Insight Remote Support Standard?

If you do not know, check the Insight Remote Support Standard Release Notes to verify beforeproceeding.

No, do not use the Insight Remote Support Standard solution for those devices.


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 Standard solution until you have uninstalled thesecomponents. Directions for removing these components can be found in Insight Remote SupportStandard Managed Systems Guide for all types of supported Managed Systems.

No, proceed to the next question.

4. Do you have Linux ProLiant Managed Systems?


Yes, do you have the HP ProLiant Support Pack installed and SNMP communications properlyconfigured?


No, see the Insight Remote Support Standard Managed Systems Guide, and configure yourLinux system accordingly.

IMPORTANT: If your Linux system is NOT properly configured BEFORE you configure theHosting Device, you MUST repeat the discovery process described in this chapter after theLinux system(s) is/are configured for the Hosting Device to recognize it/them.

5. Do you have Windows ProLiant Managed Systems?


Yes, do you have the HP ProLiant Support Pack with Insight WBEM Providers installed and domaincredentials established?


No, see the Insight Remote Support Standard Managed Systems Guide, and configure yourWindows system(s) accordingly.

IMPORTANT: See the the HP Insight Management WBEM Providers Web site athttp://h18013.www1.hp.com/products/servers/management/wbem/

2.1 Before You Install: Assessing your Environment and Readiness for Insight Remote Support Standard 19

documentation.html?jumpid=reg_R1002_USEN for more information about WBEM providers, security,and credentials.

6. Do you have EVA devices that you will monitor with CommandView and Insight Remote SupportStandard?


Yes, have you properly configured your Hosting Device with CommandView or your ManagedSystem with CommandView for monitoring?

No, review Insight Remote Support Standard Managed Systems Guide to verify your HostingDevice or Managed System meets all Command View and SMI-S prerequisites beforeproceeding.


NOTE: Insight Remote Support Standard is installed on a Hosting Device. This can be thesame physical device that his hosting CommandView EVA. When a device is hostingCommandView EVA, it is typically called a Storage Management Server (SMS). For thepurpose of this document, if CommandView is hosted on a separate device from InsightRemote Support Standard, the CommandView host will be called a Managed System; ifCommandView EVA is hosted on the same physical device as Insight Remote SupportStandard, 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 Insight Remote Support Standard download.

Yes, have you installed the minimum the HP-UX operating system patches and required SFMcomponents?

Yes, proceed to the Insight Remote Support Standard download.

No or I don't know, see the Insight Remote Support Standard Managed Systems Guide, andconfigure your HP-UX system(s) accordingly.

2.2 Download and Install Insight Remote Support StandardComplete the following procedures to install and configure the integrated Insight Remote Support Standardsolution on the Hosting Device.

To download Insight Remote Support Standard, complete the following steps:

1. In a Web Browser, go to HP Software Depot at:

http://h20392.www2.hp.com/portal/swdepot/displayProductInfo.do?productNumber=RSSTANDARD.

2. Read the related documentation and the license agreement, and if you agree, choose the Receive forFree button on the Software Depot site. A configuration and license agreement screen will load.

3. After providing your contact information and reading the license agreement, mark the appropriateboxes and click Next. A download screen will load.

4. Click Download Directly to download the software.

20 Configuring the Hosting Device

You can either Run or Save the Insight Remote Support Standard rs_stdxx.exe (executable .zipfile) to your Hosting Device. The file is approximately 42MB and the download time will depend onyour Internet connection and your system performance.

5. If you saved the rs_stdxx.zip file, navigate to the location where you saved it and double click thefile. If you chose to run the file, you will have the same screen below. Unzip the files to a directory ofyour 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 cannavigate back to that directory to run the setup.exe file to launch the installation process.

2.3 Configure Insight Remote Support StandardDepending 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 boththe download and installation of several software applications. A status message will indicate when theprocess is complete, and in the meantime you can still perform other tasks on the Hosting Device.

IMPORTANT: A screen resolution of at least 1024 x 768 is necessary during installation, otherwise someinstall windows will be truncated and necessary user input buttons will be off of the screen.

NOTE: You will also see this status window when Insight Remote Support Standard makes contact with HPduring the installation. DO NOT interact with this window during the installation. It will close automaticallywhen the installation completes.

2.3 Configure Insight Remote Support Standard 21

1. After the installation process starts, read the license agreement, click Agree.

2. A dialog box will request your consent to transmit data to HP for service and support. If you agree,select the box and click Next.

3. Enter a directory path where you want Insight Remote Support Standard to be installed and click Next.


4. Verify that all of the prerequisites for the software packages you have chosen have been met. If anypackages show a status of Failure, resolve the problem, and click Recheck to verify that the prerequisitehas been met. Note that you will not be able to continue with the installation until all of the prerequisiteshave been successfully met.

Click Next. You will see a progress window while the files are copied.

5. The installation process will start and may take several minutes to over one hour. A progress windowwill show which package installations are in progress.


If an issue is detected with the package install, the installation pauses, and the text is shown in orange.Click More Info to display more information about the issue. You can choose to Retry the packageinstall or Ignore the issue.If the installation of the package fails, the installation pauses, and the text is shown in red. Click Retryto attempt to install the package again. Optional packages will have the option to Ignore the failureand proceed with the installation.

When the status windows shows the packages are all installed, click Next.

6. Now, you must select your strategy for keeping your Insight Remote Support Standard installationupdated.


Your options are:

Automatic on-line updatesThis is the recommended or typical use model. With this model, all of your compulsory components,required to keep Insight Remote Support Standard running will be updated automatically whenthey are released by HP.

Manual on-line updatesThis option will keep your RSSWM updated automatically, but other Insight Remote SupportStandard components will not be updated unless you use the RSSWM interface to do so. If youchoose this option, it is strongly recommended that you also reference and use the HP RemoteSupport Software Manager Configuration, Usage and Troubleshooting Guide for Insight RemoteSupport Standard to learn how to manage the interface in the long term.

No on-line updatesThis option will require you to retrieve all Insight Remote Support Standard updates through theHP Insight Remote Support Standard Software page.

NOTE: This option will be grayed out if you are upgrading and have a previous version ofRSSWM installed that used either an Automatic or Manual on-line update strategy. If you wish tochange to this option, you will need to uninstall Insight Remote Support Standard and restart theinstallation.

Choose the option that is best for your infrastructure and business objectives. Click Next.

7. Select the privacy settings that are appropriate to your environment. Click the More Info link next toeach item if you need more information about an item.


Select All This selection will enable all of the following options. This is the recommended selection.

Allow this product to send data about my operating system and configuration to HP. This optionis required to ensure that RSSWM operates and communicates correctly.

Enable email for status and connectivity reporting. Check this option if you want to receive anemail every two weeks summarizing the applications installed on your Hosting Device. You willalso receive email notifications if connectivity to the HP Support Center is lost. If you enable thisoption you will be asked later in the installation to enter one or more email addresses that willreceive status and connectivity reports.

Enable email announcements of available software updates. Select this option if you want toreceive emails when new software packages become available. If you enable this option you willbe asked later in the installation to enter one or more email addresses that will receive status andconnectivity reports.

Make your selections and click Next. You will see a progress window while updates are applied.

8. Provide your administrator credentials so that RSSWM can install automatic updates that requirecredentials.

9. Enter proxy, company, and email notification information.


Web Proxy Information If you use a web proxy, select I use a web proxy server, and enterthe Proxy Host Name, Proxy Port, Proxy User and Proxy Password.

IMPORTANT: The proxy settings configured here will be passed to the HP Insight Remote SupportConsole as well. However, you will need to follow the special steps in the last section of this chapterto 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 theexception of user and password.

Company Information Enter your Business Name and select your Country or Region fromthe drop down menu.

While it is not required to enter your company name as it appears on your service agreement,doing so will improve communication with HP through consistency of information.

NOTE: Multibyte characters are not supported in the Business Name field. If multibyte charactersare used, a popup window will tell you to choose valid values for the field.

Notifications and Reports Contact Enter one or more contact Email Address (separated bysemi-colons).

NOTE: The Notifications and Reports Contact Email Address option will only be availableif you selected to receive status and connectivity reports or announcements of available softwareupdates in Step 7.

Click Next.

10. The installer will test connectivity to the HP Support Center based on the proxy settings entered in theprevious step. Click Next to continue.

If the connectivity test fails, click the Back button to verify your proxy settings.


When the installation is complete, you will see a success message. If you want to view the status of theInsight Remote Support Standard components, select the checkbox. Click Finish.

After you click Finish, the HP Insight Remote Support Configuration Wizard will open.If you selected the checkbox to view the component status, you will see the figure below. It showscomponents that were installed successfully, components that failed to install, and components that havenot been installed but which are available through RSSWM.

Once installed, RSSWM can be accessed from the Start menu on the Hosting Device. See the HPRemote Support Software Manager Configuration, Usage and Troubleshooting Guide for Insight RemoteSupport Standard available at http://www.hp.com/go/insightremotestandard-docs for more informationabout using RSSWM.

2.4 Using the HP Insight Remote Support Configuration WizardThe HP Insight Remote Support Configuration Wizard opens automatically after you complete the installation.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 RemoteSupport Standard to monitor your Managed Systems and report back to HP. Some of the data you enteredin the preceding installation process will also be used and auto-populated by the HP Insight Remote SupportConfiguration Wizard. If none of this data is displayed in the HP Insight Remote Support Console refreshyour browser, especially if you are using Internet Explorer 6.0.

NOTE: If you have exited the HP Insight Remote Support Configuration Wizard before completing theconfiguration, you can restart it by entering the following URL in a web browser on the Hosting Device:https://localhost:7906/installwizard/index.html.

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 waythrough the licence-agreement to select the acceptance button.

It is necessary to scroll through the agreement to read it completely. Your active approval is requiredbefore you can proceed.

3. Read the system collection information screen. Decide if HP can contact you based on the informationcollected, select the appropriate option, and click Next.

IMPORTANT: The configuration collection is a mandatory part of the Insight Remote Support Standardsolution. If you do not agree to this system configuration collection, you may choose to investigate Insight

2.4 Using the HP Insight Remote Support Configuration Wizard 29

Remote Support Advanced, a more complex solution that allows you to disable and schedule the systemconfiguration collections.

4. Provide your company location information. This information will be included with hardware eventssubmitted 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 systemcan be physically located. You can configure additional site names for your Managed Systems whenthe wizard is complete. The Site Name entered in this screen will be the default site name applied toall systems (both the Hosting Device AND Managed Systems) unless you configure your ManagedSystems otherwise.

5. Provide the contact information for the individuals to be contacted by HP in response to any hardwareevents. You may provide alternative contact information or other pertinent information in the free textfields labeled Additional Information.


6. Provide the SMTP server and port information you will use to direct e-mail communications generatedby the Insight Remote Support Standard solution.

7. The HP Insight Remote Support Configuration Wizard will prompt you for your WMI credentials. Theseare the default access credentials required for Insight Remote Support Standard on the Hosting Deviceto communicate with and retrieve event details from your Windows Managed Systems, including thosehosting CommandView for EVA or EVA-LE. Provide the username and password necessary to accessthe Managed Systems in your enterprise and click Next.

IMPORTANT: When monitoring Managed System using WBEM credentials, if and when you changethe username/password, you MUST modify those credentials in the HP Insight Remote Support Consoleon the Hosting Device to continue monitoring your Managed System.

2.4 Using the HP Insight Remote Support Configuration Wizard 31

NOTE: If you have more than one set of system credentials for different Managed Systems in yourenvironment, choose one set of credentials now, and then you can add the others in the HP InsightRemote Support Console after the Wizard has completed initial configuration.

8. The HP Insight Remote Support Configuration Wizard will prompt you for your CommandView credentials.These are the default access credentials required for Insight Remote Support Standard on the HostingDevice to communicate with CommandView on Managed Systems. If you do not have an EVA in yourenvironment, deselect the checkbox, and click Next.

NOTE: If you have more than one set of credentials for different instances of CommandView on multipleSystems in your environment, choose one set of credentials now, and add the others in the HP InsightRemote 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 thePrevious button. If the summary information is satisfactory, click Next.

10. When the HP Insight Remote Support Configuration Wizard completes, you will have the option tolaunch the HP Insight Remote Support Console. Or, if you have not collected the information for yourManaged Systems yet, you can run it manually at a different time. Select the options you prefer, andclick Done to exit the HP Insight Remote Support Configuration Wizard.


2.5 Completing Managed System Configuration with the HP Insight RemoteSupport Console

If you have properly configured your ProLiant systems, then you are ready to discover your Managed Systems.

IMPORTANT: If you did NOT configure your systems as directed, or are not planning to use the SoftwarePush feature on eligible Windows Managed System, then you must run discovery again after the ManagedSystems are properly configured for them to be monitored by Insight Remote Support Standard.

2.5.1 Configuring Protocols for Your EnvironmentIf you have additional credentials beyond the WMI and CommandView credential sets that werepre-configured through the HP Insight Remote Support Configuration Wizard, configure the system accesscredentials (protocols) that will allow the Insight Remote Support Standard on the Hosting Device tocommunicate with your Managed Systems. After you have completed system discovery in the next sectionthese 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 onyour Linux and Windows Managed Systems, you must create an additional SNMP protocol profile for thoseManaged Systems on the Hosting Device.

Similarly, if you have more than one domain user account for WMI/WBEM communications, you will needto create additional protocols for each of those use accounts.

If and when you change WMI credentials, you MUST modify those credentials in the HP Insight RemoteSupport Console on the Hosting Device to continue monitoring your Managed System.

1. Launch the HP Insight Remote Support Console in a Web browser with the URL: https://localhost:7906/installwizard/managedentities.html

NOTE: The console may already be open if you recently used the HP Insight Remote SupportConfiguration Wizard.

2. From the HP Insight Remote Support Console, select the Protocols tab.

3. At the lower part of the screen, choose the Add Protocol option.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.

2.5 Completing Managed System Configuration with the HP Insight Remote Support Console 33

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 ContactsThe process of configuring additional sites and additional contacts is optional. If you only have one site orone contact to be notified of system problems, then you can skip this part. However, if you have ManagedSystems or the Hosting Device located at different sites, or even in different buildings on the same site, youmay choose to configure those sites to add detail to notifications about system failures. Additionally, youmay 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.

2.6.1 Adding Sites1. From the HP 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.

NOTE: If you choose to set this site as your default, it will disable the default that was set when youconfigured your Hosting Device using the HP Insight Remote Support Configuration Wizard. Additionally,whichever site is set as the default will be applied to all Managed Systems until those systems areindividually edited.

Now the new site you added will be available to be applied when you edit your Managed Systems.

2.6.2 Adding Contacts1. From the HP 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 last 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 configuredyour Hosting Device will no longer be the default. Additionally, whoever is set as the default contactwill be the contact for all Managed Systems until those systems are individually edited.

2.6.3 About HP Account or Service Provider Contact InformationIf an HP Account Team member or a Service Provider configures Insight Remote Support Standard on yourHosting Device, he/she will enter the appropriate Service Provider Contact information in the ServiceProviders tab. However, if you, our HP Customer, are configuring your own instance of Insight RemoteSupport Standard, please leave these fields blank.

Service Providers should reference Appendix A Configuring Service Provider Service and Support.

2.6.4 Discovering your Managed SystemsThis 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 Devices on the lower part of the window.

CAUTION: If you have several (more than 30) systems on your network, depending on your networkspeed it may take a considerable time to discover all of the systems at once if you choose the StartDiscovery option. Unless you have a very small network, HP advises that you specify discovery settingsBEFORE clicking the Start Discovery button.

2. Choose the preferred option, LAN, subnet, or specified IP Range. You can include additional IP rangesin your discovery settings, by clicking the Add button.

2.6 Configuring Additional Sites and Contacts 35

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 protocolsyou configured in the last section are being confirmed against your discovered systems. If your discoveredsystems do not share the same credentials or were not configured to exchange SNMP information with theHosting Device, the discovery process will find less information as it discovers your Managed Systems. Ifyour Managed Systems are fully and properly configured, more information will be exchanged and lessadditional configuration will be required.

If your Managed Systems are properly configured, you can now edit the systems with additional systeminformation. If the MS Windows systems are not properly configured, you can use the Software Push optionto push the required providers to supported Windows systems, or you can manually configure your Linuxand HP-UX systems. You can also manually configure your Windows systems if you choose not to use theSoftware Push. However, if you manually configure any systems, you need to rediscover them before theycan be monitored by Insight Remote Support Standard.

2.6.5 Adding (Discovering) A Single SystemUse this process to discover or re-discover a single system or add a new Managed System.

NOTE: If you are re-discovering a Managed System, delete it from the Systems list before your add itagain.

If you are adding a new Managed System make sure you have already configured the appropriate protocolsfor that system.

1. Click the Add System button on the Systems tab.


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 theManaged System.

3. Click the Add New System button to add the Managed System. Unlike the discovery process, thereis no status indication. If you do not see your added system in the systems list within five minutes, refreshyour browser.

2.6.6 Pushing Monitoring Software to Windows Managed Systems with HP SmartUpdate Manager (HP SUM)

IMPORTANT: This process applies ONLY to supported Windows Managed Systems. If you are configuringonly 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 firewallfor the Managed System(s) MUST be configured to accept File and Printer Sharing (on port 445) connectionsfrom the Hosting Device. The exception must be enabled and the Hosting Device must be included in theexception.

NOTE: If you choose NOT to use the HP SUM software to push software to your Windows ManagedSystems, then you must manually install and configure the WMI Provider, which is available on the PSP CDthat ships with all HP ProLiant servers. Additionally, if you do not install the WMI provider until after runningdiscovery, you must run discovery again in the HP Insight Remote Support Console once the WMI Providersare installed on your Managed Systems. If your Windows Managed System is also an Storage ManagementServer 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 HP Insight Remote Support Console, choose the Push Client Software tab.2. Choose the Managed Systems to which you want to push the WMI providers and other components,

and click Push Software.


3. The HP SUM interface will launch a status window, and immediately begins to build an inventory ofavailable applications.

4. 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 backslashbefore providing an administrator User Name; example: examplesystemname\exampleusername.Please note that network connectivity issues between the Managed System and the Hosting Device maycause login failure.

The status window will return as the Managed System is assessed for software updates.

5. Select from the recommended components. WBEM Providers are required for all Windows ProLiantsystems including those hosting CommandView. Event Log Monitoring Collector (ELMC) is required forall 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 of the screen to determine if any of the suggested components will require areboot of the Managed System.

If a reboot is required for components, you can toggle them on and off to determine, include oreliminate those that might force a reboot. You can also turn off the reboot using the checkbox atthe top of the window.

6. When you have made your software selections, click Install.The HP SUM status window will show the installation status and expected time to complete.

7. When the installation is complete, the status window will refresh with details about the completedinstallation.


2.7 Editing Managed Systems to Complete ConfigurationOnce 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 systemdetails that will accompany any hardware events sent to HP. These details ensure that events received areprocessed correctly and that anyone responding to an event has the appropriate system information toexpedite 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 statustabs for that particular Managed System. You can review your systems' status in these tabs. To change thestatus, 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 HP Insight Remote Support Console to manage new systems as youadd them to your network over time.

2.7.1 Provide System InformationThis location information is specific to the system and may be different from the Hosting Device. The SystemName and System Type were configured when the system was discovered and cannot be edited. You mustchoose a system sub-type from the drop-down menu. You can choose a more familiar name for the systemas well, but this is optional.

2.7.2 Provide Entitlement InformationEntitlement information is required to route your Managed Systems' hardware events to the appropriate HPsupport program based on your contract and support level. Without the necessary and correct entitlementinformation, 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

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 isblank 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 Northand Latin American customers whose Entitlement Type is CarePackID or CompaqID. A customer whohas a Platinum, Gold, or Silver pre-merger Compaq contract should provide a red access ID (also calledan Obligation ID).

The Custom Delivery ID is a free text field that can be populated for each individual Managed System.In some circumstances, this field may be populated by an HP Representative to allow customizedhandling/routing of reported incidents. In those instances, the field must be populated with a uniquevalue associated with the customized handling that is required.

Determination of the unique value must be done by an HP Representative working with the HP AutomationTeam TS that sets up the customizations. Unless such special circumstances are identified, and agreedupon, the field should always be left blank. Failure to follow this guidance could result in incorrectlyhandled incident reports. Customers should contact their HP Account Team representative for moredetails.

2.7.3 Select Site InformationThe 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.

2.7.4 Select Contact InformationSelect a primary contact for this system from the Primary Contact drop down box. If you have not configuredadditional contacts, the default contact for the Hosting Device will be applied to this Managed System. Youmay 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 HP Insight Remote Support Console to free up resourceson your Hosting Device.

2.8 Special Instructions for Configuring A Proxy ServerThe following steps outline how to configure the Insight Remote Support Standard solution to communicateto HP using your Proxy Server. The Proxy Server is configured with the System Event Analyzer (SEA). SEAis part of the Insight Remote Support Standard solution and allows you to view additional data from yourManaged System.

1. Log on to SEA:a. Click Start Programs Hewlett-Packard Service Tools System Event Analyzer

System Event Analyzer.

NOTE: If you are logging on to the Hosting Device from another system open a web browserand enter the following URL: https://localhost:7906If localhost does not work for you, use the fully qualified host name or the IP address of theHosting Device instead.

b. You will be prompted to enter a Profile User Name for your session; this can be any name youchoose. Enter the name and click Logon.

c. If you are prompted by the browser that the site does not have a signed certificate, click the linkthat will let you continue to the web page. This application is hosted on the Hosting Device.

2. In the SEA interface, click on the RSC Settings icon (see the circled icon in the image below).

2.8 Special Instructions for Configuring A Proxy Server 41

3. Scroll down the page and enter the appropriate proxy server information for your Hosting Device.4. Click Update to commit the changes to Insight Remote Support Standard.


3 Testing, Validating, and Troubleshooting the Installation3.1 Verifying Communication Using the Service Health Tab

The Service Health tab feature enables the Remote Support Client to check the connection status of theHosting Device and Managed Systems. The status indicates whether a connection exists between the HostingDevice and Managed Systems.

For Hosting Device connectivity, shown at the top of the page, all of the following three pieces of informationmust succeed for the icon to show a green checkmark:

Connectivity of Hosting Device to HP.

If disk space of the Hosting Device is below a certain threshold.

The state of the Remote Support Client. Only the active state is green.

The status of the Managed Systems are shown in the table. You can validate the status individual ManagedSystems by selecting the checkbox and choosing Verify Selected Devices from the Action List, andclicking Run Action.

Monitoring Shows whether the device has proper connectivity for event monitoring. Basic Collection Shows whether the device has the proper connectivity for Basic Collections. SAN Storage Collection Shows whether the device has the proper connectivity for SAN Storage

Collections.

3.2 Validating the Installation with a Test EventYou can now send a test event from either the Hosting Device or a Windows Managed System by runningthe 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_emAfter running the test, log in to the System Event Analyzer (SEA) on the Hosting Device as directed below toview the event status.

1. Log on to 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 informationfor the Managed System(s) by clicking on the system name and adding the required information.

3.1 Verifying Communication Using the Service Health Tab 43

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 HP InsightRemote 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 Analyzerlink at the very top of the navigation tree on the left side of the screen.

2. If your systems were all fully configured, the System Event Analyzer (SEA) prompts you to create groupsfor organizing and navigating your Managed Systems.

3. You can create new groups or use the default group. Once you have all of the groups you want, addManaged 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 statusof 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.

44 Testing, Validating, and Troubleshooting the Installation

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 designated group.

NOTE: You can do this for every Managed System for which you want to view collection andevent data. However, it is only required to view the data, submission to HP will happen regardlessof this configuration. For more information about the SEA user interface, please see the WEBESUser Guide at http://h18023.www1.hp.com/support/svctools/webes/index.html.

5. Now that your Managed System is added to a group, it will be viewable in the navigation tree. Findthe system in the navigation tree under the group to which it was added. Select the system, and youwill have the options to view events submitted through the protocols configured for that ManagedSystem.

6. Click the System Log link to view the problem report for this Managed System. You can also clickthe Event tab at the bottom of the screen to see a list of events. This is where you will find your testevent.

3.2 Validating the Installation with a Test Event 45

NOTE: Problem reports or events that include the term CUST do not require assistance from HP andwill not be transmitted to HP, but will be included in the event and problem report lists and may be sentto the Customer.

7. Click on the link for an event or problem report for a detailed summary.


8. Now that you have verified your test event was received by WEBES you can check its submission statusto HP. Click the WEBES Notification Status icon at the top of the page.

9. Find your test event in the list, in the Status column on the far right side, you can determine if the eventwas sent to HP.

NOTE: The legacy term Delivered: ISEE means that the event was actually delivered to HP by InsightRemote Support Standard. Insight Remote Support Standard is a replacement for ISEE.

3.3 Using the Installation Advisor to TroubleshootYou can use the Installation Advisor tools to troubleshoot your Windows and HP-UX Managed Systeminstallations. The Read Me files and documentation specific to the Installation Advisor will load when youopen the tool by clicking the Installation Advisor link in the Insight Remote Support Console. Follow theinstructions accordingly. It is not recommended to use the Installation Advisor in place of following theinstructions in this guide.

3.4 DESTA Service Will Not StartWindows may sometimes hold on to a TCP port which prevents the Desta_Service from starting. To checkif this has occurred, look in the

3.3 Using the Installation Advisor to Troubleshoot 47

/svctools/specific/desta/logs/DestaService.log file and check for thefollowing error message:

Error: basesocket.ServerSetup bind failed (10048)DestaCom::runListener ServerSetup failedDestaJVM.StartJava (process) failed to start listener

If this error is present, the only way to resolve the issue is to reboot the system.


A Configuring Service Provider Service and SupportThe HP Service Providers tab is available to HP Partners to configure service and support for their customers'enterprises. To use this feature, you need your Location ID/Provider ID.

Service providers may also enter information for up to three additional contacts in the free text fields.Information might include additional contacts for different support agreements or other relevant informationto communicate to HP.

IMPORTANT: The Location ID, which you can retrieve from HP, is the same identifier and the Provider IDrequested in the user interface.

A.1 Obtaining Your Provider/Location ID from HPIf you do not already have your Provider/Location ID, complete the following steps:1. Log into your account on the HP Partner Portal or the HP Smart Portal (depending on which you use).2. Select My Account from the left navigation panel.3. Locate the Location ID entry under the My company Identifiers section.4. Use this ID number when configuring the Service Providers tab in the HP Insight Remote Support

Console.

A.2 Applying your Provider/Location IDAfter you have your Provider/Location ID, access the HP Insight Remote Support Console, and complete thefollowing steps:1. On the Service Providers tab, click the Add Providers button.

A.1 Obtaining Your Provider/Location ID from HP 49

2. In the dialog box, enter your Location/Provider ID and click Look up. Insight Remote Support Standardwill query HP and retrieve the details for your ID.

3. After your Provider ID has been verified, click Accept.

4. Select the systems, including the Hosting Device if appropriate, for which you will provide serviceand/or support. If you will provide the same level of service and/or support to all Managed Systemsand the Hosting Device in this customer's enterprise, you do not need to make any selections, as youcan use the Update All Items button to apply your changes to all devices.If the system you want to configure is not visible on the screen, use the Search By System Namesearch option to find it and select it.

50 Configuring Service Provider Service and Support

5. Choose your HP Authorized Support Partner and your HP Authorized Resellers from thecorresponding drop down lists. By default these values will be set to Hewlett-Packard.

IMPORTANT: Only Authorized Service Providers (ASPs) can receive or retrieve customer event datafrom HP. Non-ASPs will not have access to that data. Therefore, unless you represent an ASP, youshould leave the HP Authorized Support Partner field set to Hewlett-Packard. Changing it to aNon-ASP value will cause your customers events to be automatically closed. If you are an ASP, youcan set your HP Authorized Support Partner value to your company, and your Customer events willbe directed accordingly.

6. Click either Update Selected Items or Update All Items depending on whether or not you madesystem selections. If you selected specific systems, and click Update All Items, your selections will beignored and the HP Authorized Support Partners and HP Authorized Resellers options you chose willbe applied to all systems, so be sure to click the right option for your situation.

NOTE: If you or your customer add Managed Systems to the enterprise, the new Managed Systems willneed to be configured in the Service Providers tab to the appropriate HP Authorized Support Partnersand/or HP Authorized Resellers.

A.2 Applying your Provider/Location ID 51

Glossaryconfiguration datacollections

Data collected from a Managed System. This data is communicated to HP for analysis.

discovery A feature within a management application that finds and identifies network objects. In HPmanagement applications, discovery finds and identifies all the HP systems within a specifiednetwork range.

Domain NameService (DNS)

A service that translates domain names into IP addresses.

Enterprise VirtualArray (EVA)

EVA is a high performance, high capacity and high availability virtual RAID storage solution forhigh-end enterprise environments.

Event LogMonitoringCollector (ELMC)

The ELMC (formerly called WCCProxy) provides error condition detection of the event log andcommunicates these events to WEBES.

HP Care PackServices

HP Care Packs can be purchased with HP products and services to upgrade or extend standardwarranties with enhanced support packages. They reduce downtime risks with support levelsfrom basic to mission-critical.

For many products, post-warranty HP Care Pack Services are also available when an originalwarranty expires.

HP SystemManagementHomepage (SMH)

HP System Management Homepage (SMH) is a web-based interface that consolidates andsimplifies single system management for HP servers on HP-UX, Linux, and Windows operatingsystems.

identification An aspect of the discovery process that identifies the management protocol and type of system.

Internet Protocol(IP)

Specifies the format of datagrams (packets) and the addressing scheme on a network. Mostnetworks combine IP with Transmission Control Protocol (TCP), which establishes a virtualconnection between a destination and a source.

Managed System Nodes on the network that communicate through TCP/IP or IPX. To manage a system, some typeof management protocol (for example, SNMP, DMI, or WBEM) must be present on the system.Examples of systems include servers, workstations, desktops, portables, routers, switches, hubs,and gateways.

OSEM (OpenService EventManager)

A Remote Support component that may or may not have been installed on your Hosting Deviceor Managed System and must be removed before installing Insight Remote Support Standard.

Remote SupportSoftware Manager(RSSWM)

The Remote Support Software Manager is an application is installed on the Hosting Device andis required for the download and installation of Insight Remote Support Standard components.

Simple NetworkManagementProtocol (SNMP)

One of the management protocols supported by Insight Remote Support Standard. Traditionalmanagement protocol used extensively by networking systems and most servers. MIB-2 is thestandard information available consistently across all vendors.

StorageManagementServer (SMS)

A system on which HP StorageWorks Enterprise Virtual Array (EVA) software is installed, includingHP Command View EVA and HP Replication Solutions Manager, if used. It is a dedicatedmanagement server that runs EVA management software exclusively.

System FaultManagement

SFM is the HP-UX fault management solution that implements WBEM standards. SysFaultMgmtintegrates with other manageability applications like HP SIM, HP SMH, and any otherWBEM-based client such as WEBES.(SysFaultMgmt or

SFM)

Web-BasedEnterprise

Web-Based Enterprise Management (WBEM) is a set of management and Internet standardtechnologies developed to unify the management of distributed computing environments.

Management(WBEM)

Essentially, WBEM is an industry initiative to standardize management information across differentplatforms.

53

Web-BasedEnterprise Services(WEBES)

A Remote Support component installed on the Hosting Device that performs real-time service eventanalysis through product-specific rule sets. These rule sets are updated regularly as improvementsbecome available.

54 Glossary

Index

Symbols.NET Framework 2.0, 9

AAccess Requirements, 12

CCommandView, 32Communication Requirements, 12Configuration Wizard, 28

DDNS

Configuring, 13

EEnterprise Virtual Array, 53Event Log Monitoring Collector, 53

HHosting Device, 19, 43 (see Hosting Device)

About, 9Access Requirements, 12Required System Information, 16Set-up Procedures, 10System Requirements, 10

HP Insight Remote Support Configuration Wizard, 28HP System Management Homepage, 53

IInsight Remote Support Console

Using, 33Insight Remote Support Standard

Configuring, 21installing, 20

Installation Advisor, 47Instant Support Enterprise Edition (ISEE), 9

MManaged Systems, 53

About, 9Adding a Single System, 36Configuring, 33Discovering, 35Required System Information, 16Set-up Procedures, 10System Credentials, 32

OOSEM (Open Service Event Manager), 53

PPrerequisites

Communication Requirements, 12Protocols

Configuring, 33SNMP, 33WBEM, 33

Proxy ServerConfiguring, 41

RRemote Support Software Manager, 53

device and access requirements, 12

SService Health Tab, 43Simple Network Management Protocol, 53SNMP

Managing protocol profile, 33On the Hosting Device, 17

Software Push, 33, 36, 37Storage Management Server, 53Supported Hardware, 9System Fault Management, 53System Requirements, 10

WWBEM

Managed Systems, 17WMI Credentials, 31WMI protocol management, 33

WEBES, 7System Event Analyzer (SEA), 8

55

HP Insight Remote Support StandardTable of ContentsAbout This Document1 Intended Audience2 Publishing History3 New and Changed Information in This Edition4 Document Organization5 Typographic Conventions6 Related Documents7 Support Information

1 Overview1.1 Product Overview1.2 Procedural Overview1.2.1 Managed System Set-up Procedures1.2.2 Hos

hp sim remote device config

Documents

hp products

hp shallnot

support information

system requirements

commercialcomputer software

product overview

procedural overview

technical data