IBM Support

Configuring HMC Version 7 for Call Home

Technote (troubleshooting)


Problem(Abstract)

This document explains how to configure the HMC call-home functions. It also shows how to test call home for both the HMC and a Managed Server; verifying that the machine is properly registered for hardware maintenance. This document applies to HMC V7Rx, V8R8.1 and V8R8.2.

Resolving the problem

This document explains how to configure the HMC call-home functions. Call-home functions include sending servicable events and their associated data to the service provider as well as transmitting electronic serivce agent (ESA) data. The example shows the use of the Internet VPN method which also allows HMC administrators to enable remote support. It also shows how to test call home for both the HMC and a Managed Server; verifying that the machine is properly registered for hardware maintenance.

This document applies to HMC V7Rx and the "classic" log in option for V8R8.1 and V8R8.2.

Note: The HMC must have a functional Ethernet interface on an open network that has access to the internet. For additional information, refer to Rochester Support Center knowledgebase document N1011960, Configuring HMC Version 7 for Use on a Private and Open Network .

Step 1. Verify Customer contact information.
1a. In the navigation area, click Service Management and then click Manage Customer Information. Click on the System tab.
1b. Verify the System location has a valid State and Country/Region filled in.
1c. If Use the administrator mailing address is checked, then check the information on the Administrator tab. Note: The HMC will show a state of Alabama, even when no state is configured.
1d. Verify that all required fields (marked by a *) are filled in and click OK.

Manage Customer Information

Step 2. Configure an outbound remote support method.
Note: HMC 7.7.1 and later will always attempt ECC, a method that uses direct HTTPS, prior to attempting the method selected.
2a. In the navigation area, click Service Management, and then click Manage Outbound Connectivity. Click the Configure button.
2b. 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.
2c. Click the tab for the desired method. This example shows Internet VPN tab.
2d. Check the box for the Allow a <selected method>. Some methods allow or require additional information. Click Help for details. This example uses Internet VPN and shows Allow a VPN and an existing Internet connection for service enabled.

Manage Outbound Connectivity

Step 3. Test the connection
3a. On the Outbound Connectivity Settings panel, click the Test button. Each method has a test.
3b. Click the Start button. Verify the test completes successfully. This example is a test of Internet VPN.

Test Internet VPN panel

3c. On the Test Internet VPN panel, click Cancel.

If the Internet VPN test fails, verify the external firewall is configured to allow the following traffic from the HMC to the IBM VPN servers:

IP Filter Rule to be Created on your Router / Firewall Filter Values
UDP500 Inbound traffic filter rule Allow port 500 for source VPN gateway TCP/IP address
UDP500 Outbound traffic filter rule Allow port 500 for destination VPN gateway TCP/IP address
UDP4500 Inbound traffic filter rule Allow port 4500 for source VPN gateway TCP/IP address
UDP4500 Outbound traffic filter rule Allow port 4500 for destination VPN gateway TCP/IP address
ESP Inbound traffic filter rule Allow ESP protocol (X’32’) for source VPN gateway TCP/IP address
ESP Outbound traffic filter rule Allow ESP protocol (X’32’) for destination VPN gateway TCP/IP address

The IP Filter rule should be created for both IBM VPN Gateway TCP/IP addresses: 207.25.252.196 (Boulder) and 129.42.160.16 (Rochester). The HMCs are configured to use both addresses; one as primary and the other as a backup. The address used as the primary varies by location.

Step 4. Save the configuration.
4a. On the Outbound Settings panel, click OK.
4b. On the Call-Home Server Consoles panel, click OK again to exit.


Testing Server/HMC callhome registration

If this is new HMC or new server, you may wish to create a test PMR to verify that the HMC and/or Server's serial number is properly registered for service. The following tests will use one of the enabled outbound connectivity paths.

Step 1. Test HMC call home
1a. In the navigation area, click Service Management, and then click Create Serviceable Event. Click the "Configure" button.
1b. Click "Test automatic problem reporting"
1c. Enter some text in problem description
1d. Click "Request Service"

Create Serviceable Event for HMC

1e. Click OK on the confirmation panel.

Report Problem panel

Step 2. Test Server call home
2a. In the navigation area, click Systems Management, and then expand Servers. In the work panel, click the target server to test.
2b. Click Create Serviceable Event.

Server panel

2c. Click Test automatic problem reporting.
2d. Enter problem description.
2e. Click Request Service button.

Server create service event panel

2f. Click OK to the confirmation panel.

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 Service Management, and then click Manage Serviceable Events.
3b. Accept the default values 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 # will be filled in with IBM hardware support PMR number that was created.

Manage Service Event panel
If the callhome was successful, close the event.

3c. Check each B3031007, 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 HMC Management in the navigation area, and then click View HMC Events. 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
time=04/22/2009 13:36:00,text= Successfully transmitted problem information: EED: /opt/ccfw/data/vr/203/203.zip Reporting system: cs6hmcb Machine type-model/serial: 7042-CR4/102FBAB Problem number: 203 PMR number: 12709 Remote support call generated on cs6hmcb completed successfully by server cs6hmcb(9.5.32.66). DATA SUBMITTED SUCCESSFULLY ReturnCode: 100 ReasonCode: 0 ReqID: P0K:11:1240425140178
time=04/22/2009 13:36:00,text=Remote support call generated on cs6hmcb completed successfully by server cs6hmcb(9.5.32.66).
time=04/22/2009 13:35:53,text=A remote connection was successful.
time=04/22/2009 13:35:12,text=A remote connection was attempted.
time=04/22/2009 13:35:03,text=Starting remote support call 2009-04-22 01:35:01 PM for console cs6hmcb(9.5.32.66). Type: Problem Data: 7042-CR4_102FBAB Problem Number: 203.
time=04/22/2009 13:35:02,text=Remote support call generated on cs6hmcb is being handled by phone server cs6hmcb(9.5.32.66).
time=04/22/2009 13:35:01,text=The following operation completed: Service Agent Transmit Info. It was scheduled by HMC LIC() from cs6hmcb on Wed Apr 22 13:35:01 CDT 2009.
time=04/22/2009 13:35:01,text=The following operation started: Service Agent Transmit Info. It was scheduled by HMC LIC() from cs6hmcb on Wed Apr 22 13:35:01 CDT 2009.
time=04/22/2009 13:35:01,text=The following operation was scheduled by HMC LIC() from cs6hmcb: Service Agent Transmit Info.
time=04/22/2009 13:35:01,text=Remote support call generated on cs6hmcb completed successfully by server cs6hmcb(9.5.32.66).
time=04/22/2009 13:34:54,text=A remote connection was successful.
time=04/22/2009 13:34:32,text=A remote connection was attempted.
time=04/22/2009 13:34:32,text=HMC has successfully made an active connection: class com.ibm.hwmca.fw.rcs.link.InternetVpnLink
time=04/22/2009 13:34:10,text= Starting remote support call 2009-04-22 01:34:03 PM for console cs6hmcb(9.5.32.66). Type: Problem Report: 7042-CR4_102FBAB Problem Number: 203.
time=04/22/2009 13:34:10,text=Remote support call generated on cs6hmcb is being handled by phone server cs6hmcb(9.5.32.66).

Related information

Configuring HMC Version 7 for Use on a Private and Open

Historical Number

522115198

Document information

More support for: HMC Firmware
HMC

Software version: Version Independent

Operating system(s): Platform Independent

Reference #: N1018611

Modified date: 08 March 2013


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