Remote support through Call Home for the TS7650G
Remote support is available for the TS7650G through the Call Home capability provided either in the ProtecTIER software or with TSSC. Please note that TSSC with the Call Home feature is not available on the 3958 DD6 server; however, Call Home is supported for 3958 DD6 using native call home tools provided in the ProtecTIER software. The Call Home feature reports failures detected by the ProtecTIER servers. Whenever a failure is detected, Call Home sends detailed error information to IBM (home). The IBM Service Representative can then prepare an action plan to handle the problem before traveling to the affected installation. The gateway might also periodically send support information (such as configuration, code versions, and error logs) to IBM. Doing so speeds-up problem determination and fault resolution. When enabled on the gateway, Call Home uses a connection on your Ethernet network to transmit hardware and software problem reports to IBM. Call Home is enabled and tested by IBM Service Representatives during initial system installation.
When the Reliability, Availability, and Serviceability (RAS) software on the ProtecTIER server detects an error condition, Call Home sends detailed error information to IBM (home). If the error indicates a problem with a field replaceable unit (FRU), an IBM Service Representative can then prepare an action plan to handle the problem before traveling to your site.
The TS7650G four Call Home capabilities: Problem Call Home, Heartbeat Call Home, Test Call Home, and User-Initiated Call Home; descriptions follow. RAS sends data files that may be helpful to IBM Support Center personnel for all four types of Call Home. These data files include error logs and configuration information, such as the Machine Reported Product Data (MRPD) log.
- Test Call Home
- The IBM Service Representative sends a Test Call Home signal after enabling the Call Home feature during initial installation. You can also send a Test Call Home to ensure that the setup is correct and that the gateway can successfully open a Problem Management Record (PMR) in the IBM Remote Technical Assistance Information Network (RETAIN).
- Problem Call Home
- When RAS detects a problem, RAS initiates a Call Home operation to create a PMR in RETAIN. The PMR is a single page of text data that enables the Support Center or the Service Representative to access an action plan and a list of applicable FRU components.
- Heartbeat Call Home
- To ensure proper ongoing Call Home functionality, the system sends a Heartbeat Call Home on a regularly-scheduled basis. The heartbeat interval is user-defined.
- User-Initiated Call Home
- You can manually initiate Call Home from the TSSC GUI to collect a product engineering (PE) package.