Troubleshooting
Problem
This document explains how to configure the HMC call-home tasks. It also shows how to test call home for both the HMC and a Managed Server.
Resolving The Problem
This document explains how to configure the HMC call-home functions. Call-home functions include sending serviceable events and their associated data to the service provider, transmitting electronic serivce agent (ESA) data and obtaining server firmware updates direct from IBM.
Preparation and Firewall Rules
Starting with HMC V8R8.3.0, the only available connectivity path is Electronic Customer Care (ECC) which uses an outbound Internet TCP connection over https and http protocols. The older connectivity options, including Internet VPN, Internet (legacy IBM servers), Modem, and Pass-through, are no longer available.
HMCs upgraded from earlier releases will have all legacy call home paths disabled. If "Internet" (legacy) was enabled prior to the upgrade, the upgrade will enable the new ECC Internet option. Any existing proxy configuration will be lost. Note: An additional fix, MH01539 or later, is required to disable "Internet VPN" if it were enabled prior to upgrade and to remove the "Pass-Through Systems" option from the GUI.
The HMC must have a functional Ethernet interface on an open network that has access to the internet. For additional information, refer to document N1011960, Configuring HMC Version 7 for Use on a Private and Open Network .
The network must allow outbound https and http (for firmware downloads) to the IBM servers. For a list of IP addresses, you should refer to the whitepaper ESA for HMC Connectivity Security for IBM POWER6, POWER7 and POWER8 Processor-Based Systems and IBM Storage Systems DS8000 available from the IBM ESA Web site http://www-01.ibm.com/support/esa/security.htm
Configuring call home
These steps show the "enhanced+" GUI logon for Version 8.8.6 and later. Enhanced GUI for earlier releases is similar with minor variations in some panels.
Step 1. Verify Customer contact information.
1a. In the navigation area, click Serviceability > Service Management.
1b. Click Administrator and System
1c. Verify that System Information is set to "Use administrator information" and Administrator Information has all required fields (marked by a red *) filled in or that all required fields for System Information are filled in.
Step 2. Configure an outbound remote support method.
2a. In the navigation area, click Serviceability > Service Management.
2b. Click Manage Outbound Connectivity.
2c On the Call-Home Server Consoles panel click Configure...
2d. On the Outbound Connectivity Settings panel, check Enable the local console as a call-home server. If prompted with an Agreement for Service Programs panel, read the license agreement and click Accept.
2e. Enable and configure the proxy if required.
Step 3. Test the connection
3a. On the Outbound Connectivity Settings panel, click the Test button.
3b. Click the Start button. Verify the test completes successfully.
3c. On the Test Internet panel, click Cancel.
If the Internet test fails, verify the external firewall is configured to allow the outbound https (TCP port 443) to the IBM servers. You should refer to the security whitepaper listed above for a list of IBM IP addresses that must be allowed.
Step 4. Save the configuration.
4a. On the Local Console Configuration panel, click OK.
Note: You must click OK, not cancel or the settings entered prior to the test will be discarded.
4b. On the Manage Outbound Connectivity panel, click OK again to exit.
Testing Server/HMC callhome registration
Create a test PMR to verify problem callhome connectivity and that the HMC and/or Server's serial number is properly registered for service.
Step 1. Test call home on the HMC itself.
1a. In the navigation area, click Serviceability > Service Management.
1b. Click Create Serviceable Event.
1c. Check "Test problem reporting".
1d. Enter some text in problem descriptio.n
1e. Click Request Service.
1e. Click OK on the confirmation panel.
Step 2. Test call home for the managed servers.
2a. In the navigation area, click Resources > All Systems.
2b Click the server to be tested to open the Server Partitions view.
2c Under Serviceability, click Serviceability.
2d. Click Create Serviceable Events.
2e. SelectTest automatic problem reporting, Enter problem description, then click the Request Service button.
2f. Click OK to the confirmation panel.
Step 3: Verify a new service event was created. Wait a few minutes for the HMC to process the call home request.
3a. In the navigation area, click Serviceability > Serviceable Events Manger.
3b. Accept the default values of All on the Manage Serviceable Events panel, and click OK.
Each test will create a B3031007 serviceable event. The Failing MTMS is the machine-model-serial number used to submit the problem. If the call home was successful, the PMH # column will be filled in with an 11-digit IBM hardware support PMR number that was created.
If the call home was successful, close the event.
3c. Check each B3031007 and B3031107, and then click the Menu option Selected, Close Event.
3d. Fill out the name/description and click Close Event button. Click Yes to the confirmation.
3e. Click Cancel to exit service events.
Step 4. Checking for failures in the console event log.
4a. To investigate call home status, click Serviceability > Console Events Log. Look for entries related to the problem number of the test service event. The most common failure is machine not registered. If you encounter a machine not registered, contact your business partner or IBM sales representative and request that they register Machine type-model/serial number provided in the error message.
Example of a successful transmission
Preparation and Firewall Rules
Starting with HMC V8R8.3.0, the only available connectivity path is Electronic Customer Care (ECC) which uses an outbound Internet TCP connection over https and http protocols. The older connectivity options, including Internet VPN, Internet (legacy IBM servers), Modem, and Pass-through, are no longer available.
HMCs upgraded from earlier releases will have all legacy call home paths disabled. If "Internet" (legacy) was enabled prior to the upgrade, the upgrade will enable the new ECC Internet option. Any existing proxy configuration will be lost. Note: An additional fix, MH01539 or later, is required to disable "Internet VPN" if it were enabled prior to upgrade and to remove the "Pass-Through Systems" option from the GUI.
The HMC must have a functional Ethernet interface on an open network that has access to the internet. For additional information, refer to document N1011960, Configuring HMC Version 7 for Use on a Private and Open Network .
The network must allow outbound https and http (for firmware downloads) to the IBM servers. For a list of IP addresses, you should refer to the whitepaper ESA for HMC Connectivity Security for IBM POWER6, POWER7 and POWER8 Processor-Based Systems and IBM Storage Systems DS8000 available from the IBM ESA Web site http://www-01.ibm.com/support/esa/security.htm
Configuring call home
These steps show the "enhanced+" GUI logon for Version 8.8.6 and later. Enhanced GUI for earlier releases is similar with minor variations in some panels.
Step 1. Verify Customer contact information.
1a. In the navigation area, click Serviceability > Service Management.
1b. Click Administrator and System
1c. Verify that System Information is set to "Use administrator information" and Administrator Information has all required fields (marked by a red *) filled in or that all required fields for System Information are filled in.
Step 2. Configure an outbound remote support method.
2a. In the navigation area, click Serviceability > Service Management.
2b. Click Manage Outbound Connectivity.
2c On the Call-Home Server Consoles panel click Configure...
2d. On the Outbound Connectivity Settings panel, check Enable the local console as a call-home server. If prompted with an Agreement for Service Programs panel, read the license agreement and click Accept.
2e. Enable and configure the proxy if required.
Step 3. Test the connection
3a. On the Outbound Connectivity Settings panel, click the Test button.
3b. Click the Start button. Verify the test completes successfully.
3c. On the Test Internet panel, click Cancel.
If the Internet test fails, verify the external firewall is configured to allow the outbound https (TCP port 443) to the IBM servers. You should refer to the security whitepaper listed above for a list of IBM IP addresses that must be allowed.
Step 4. Save the configuration.
4a. On the Local Console Configuration panel, click OK.
Note: You must click OK, not cancel or the settings entered prior to the test will be discarded.
4b. On the Manage Outbound Connectivity panel, click OK again to exit.
Testing Server/HMC callhome registration
Create a test PMR to verify problem callhome connectivity and that the HMC and/or Server's serial number is properly registered for service.
Step 1. Test call home on the HMC itself.
1a. In the navigation area, click Serviceability > Service Management.
1b. Click Create Serviceable Event.
1c. Check "Test problem reporting".
1d. Enter some text in problem descriptio.n
1e. Click Request Service.
1e. Click OK on the confirmation panel.
Step 2. Test call home for the managed servers.
2a. In the navigation area, click Resources > All Systems.
2b Click the server to be tested to open the Server Partitions view.
2c Under Serviceability, click Serviceability.
2d. Click Create Serviceable Events.
2e. SelectTest automatic problem reporting, Enter problem description, then click the Request Service button.
2f. Click OK to the confirmation panel.
Step 3: Verify a new service event was created. Wait a few minutes for the HMC to process the call home request.
3a. In the navigation area, click Serviceability > Serviceable Events Manger.
3b. Accept the default values of All on the Manage Serviceable Events panel, and click OK.
Each test will create a B3031007 serviceable event. The Failing MTMS is the machine-model-serial number used to submit the problem. If the call home was successful, the PMH # column will be filled in with an 11-digit IBM hardware support PMR number that was created.
If the call home was successful, close the event.
3c. Check each B3031007 and B3031107, and then click the Menu option Selected, Close Event.
3d. Fill out the name/description and click Close Event button. Click Yes to the confirmation.
3e. Click Cancel to exit service events.
Step 4. Checking for failures in the console event log.
4a. To investigate call home status, click Serviceability > Console Events Log. Look for entries related to the problem number of the test service event. The most common failure is machine not registered. If you encounter a machine not registered, contact your business partner or IBM sales representative and request that they register Machine type-model/serial number provided in the error message.
Example of a successful transmission
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[{"Product":{"code":"SSB6AA","label":"Power System Hardware Management Console Physical Appliance"},"Business Unit":{"code":"BU054","label":"Systems w\/TPS"},"Component":"HMC","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"Version Independent","Edition":"","Line of Business":{"code":"LOB08","label":"Cognitive Systems"}}]
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Document Information
Modified date:
22 September 2021
UID
nas8N1020812