IBM Support

How to restart Cloud Callhome after a failure

Troubleshooting


Problem

APAR HU02360 can cause the cloud callhome service to fail, without logging an error in the log.  This happens after the cloud callhome service has been running for months.

This issue could occur on any release 8.1, 8.2 or 8.3 release without the APAR included.  However it will be more likely to occur on 8.3.1.3 or  8.3.1.4.

To recover from this issue, you will need to restart your cloud callhome service.  

Diagnosing The Problem

When upgrading from 8.3.1.3 or 8.3.1.4, the software upgrade test utility will attempt to warn users if the cloud callhome service needs to be restarted.   However it is not always possible to detect whether cloud callhome was disabled by the user, or whether it stopped due to the APAR.
If your cloud callhome is supposed to be configured and running, you can validate that it is still functioning by running lscloudcallhome on the command line, or by opening the Settings -> Support -> Call Home GUI page and checking the "Call Home with cloud services" section of the page.  

Resolving The Problem

To restart cloud callhome using the GUI, follow these steps.  The screenshots are taken from an 8.3.1 GUI.
  1. Load the GUI and open the following page:
    Settings -> Support -> Call Home
  2. Click on the Disable Notifications button, to disable callhome (both cloud callhome and email callhome)
    image 9533
  3. The page will reload showing that callhome is disabled
  4. Click on the Enable Notifications button
    image 9566
  5. Step through the wizard to enable callhome again.  The wizard will run a test and display the following banner if the connection is working
    image 9568
To restart cloud callhome using the CLI, follow these steps:
  1. Disable the cloud callhome service:
    chcloudcallhome -disable
  2. Enable the cloud callhome service again:
    chcloudcallhome -enable
  3. Monitor to ensure that cloud callhome started successfully.  It may take up to 5 minutes for the callhome service to start up and reflect a good state in the CLI:
    lscloudcallhome
  4. If everything is working, the lscloudcallhome output should show:
    status enabled
    connection active

Document Location

Worldwide

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Document Information

Modified date:
28 March 2023

UID

ibm16447491

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