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11 Remote Support
Remote support monitors your StoreOnce appliance and allows the appliance to proactively contact
HP if issues arise on the system. All major (an Alert in the event log) and minor (a Warning in the
event log) hardware events generate an alert that is sent to the customer-specified user and to HP
Support. This alert automatically opens a support case. Generally, these alerts indicate that hardware
should be replaced. HP Support can then quickly ship replacement parts to ensure optimal
performance and availability. This feature requires a proxy server path to the internet so the
appliance can communicate to HP Support. Alerts are transmitted over the firewall-friendly port
443.
NOTE: Enable Remote Support or use HP Insight Remote Support (IRS), but do not use both as it
can result in duplicate error conditions being reported to HP Support.
NOTE: HP recommends entering the entitlement serial and product numbers even if you do not
intend to use remote support. The numbers are saved with the configuration and can be restored
when the configuration is restored.
The following topics are covered in this chapter:
• “Remote Support” (page 136)
• “Configuring and modifying remote support” (page 137)
• “Customer Information page” (page 138)
• “Server page” (page 139)
• “Storage page” (page 140)
• “Switch page” (page 141)
• “Status page” (page 143)
Remote Support page
This page allows you to view the level of remote support and the proxy settings used to connect
to the external network. See Table 42 (page 137) for an explanation of the fields.
After all of the required information is filled out on the information pages, click Send Test Event to
test the connection of the remote support. A message will appear indicating whether or not the test
event was generated; contact HP Support to determine if the test event was received by HP.
136 Remote Support
- HP StoreOnce 1
- Contents 3
- 4 Contents 4
- Contents 5 5
- 6 Contents 6
- Contents 7 7
- 1 Getting started 8
- User types and user roles 9
- Network configuration 10
- Power off and power on 10
- Navigating the online help 11
- 12 Getting started 12
- The StoreOnce CLI 13
- Licensing 13
- Security Features 14
- Data at Rest Encryption 15
- Data in Flight Encryption 15
- Secure Erase 15
- 16 Getting started 16
- 2 StoreOnce functions 17
- Select service set dialog 18
- System information and status 19
- Table 5 Status parameters 20
- Licensing requirements 21
- VTL Configuration page 21
- Libraries page 23
- Device Details tab 24
- Table 8 Device Details tab 25
- Libraries page 27 27
- Interface Information tab 29
- Cartridges tab 30
- Move, and Delete 31
- Empty slots 32
- Libraries page 33 33
- To move or unload cartridges 34
- To edit barcodes in bulk 35
- 4 NAS functions 38
- CIFS Server tab 39 39
- 40 NAS functions 40
- CIFS Server tab 41 41
- Prerequisites 42
- ◦ Windows server 2003 R2 42
- ◦ Windows server 2008 43
- ◦ Windows server 2008 R2 43
- ◦ Windows server 2012 43
- ◦ Windows server 2012 R2 43
- 44 NAS functions 44
- 46 NAS functions 46
- 48 NAS functions 48
- NFS Server tab 50
- Shares (NAS) 51
- Creating NAS shares 52
- Editing share details 52
- Deleting share details 53
- Creating a CIFS share 53
- 54 NAS functions 54
- Shares (NAS) 55 55
- 56 NAS functions 56
- Shares (NAS) 57 57
- 5 Replication functions 59
- 60 Replication functions 60
- Status tab 61
- Target Appliances tab 63
- Source Appliances tab 65
- 2. Click Update 66
- General settings tab 67
- Bandwidth Limiting tab 69
- Blackout Windows tab 70
- VT Mappings (Replication) 71
- 72 Replication functions 72
- Slot mappings 73
- Slot mapping details 74
- Mapping details tab 74
- Slot details 74
- VT Mappings (Replication) 75 75
- 76 Replication functions 76
- VT Mappings (Replication) 77 77
- 78 Replication functions 78
- VT Mappings (Replication) 79 79
- NAS Mappings (Replication) 80
- Share mappings 81
- Share mapping details 82
- Mapping Details tab 82
- File Details tab 82
- NAS Mappings (Replication) 83 83
- 84 Replication functions 84
- NAS Mappings (Replication) 85 85
- 86 Replication functions 86
- NAS Mappings (Replication) 87 87
- 88 Replication functions 88
- NAS Mappings (Replication) 89 89
- OST plug-in 90
- StoreOnce Catalyst page 91
- StoreOnce Catalyst Status tab 93
- StoreOnce Catalyst page 95 95
- StoreOnce Catalyst page 97 97
- Fibre Channel Settings tab 98
- Catalyst Stores page 99
- Store details tab 100
- Item summary tab 103
- DescriptionField 104
- Data jobs tab 105
- Table 31 Data job fields 107
- Outbound copy jobs tab 108
- Inbound copy jobs tab 112
- Catalyst Stores page 113 113
- System information messages 116
- Federated Stores page 117
- 7 Housekeeping function 119
- Configuring blackout windows 122
- Pausing housekeeping 122
- Pausing housekeeping 123 123
- 8 StoreOnce reporting 124
- Reporting page 125
- 126 StoreOnce reporting 126
- 9 Storage Reporting 127
- 10 Hardware 128
- 130 Hardware 130
- Differences between systems 131
- Monitoring switches 132
- Monitoring the storage 133
- Drives (enclosure) 134
- 11 Remote Support 136
- 3. Click OK 137
- Customer Information page 138
- Server page 139
- Storage page 140
- Switch page 141
- Status page 143
- Device Configuration page 144
- User Management 144
- To add a user (Admin only) 145
- To add a group (Admin only) 146
- To modify a user 147
- To configure email settings 149
- Test email 149
- Events (Email) 149
- Support Ticket 150
- Data collection 151
- Collect Data 152
- Download data collection 153
- Delete data collection 153
- 13 Events 154
- Configuration file 156
- Example configuration file 157
- ◦ Access control list 159
- 15 Storage management 161
- Identifying a failed disk 162
- Using the StoreOnce CLI 163
- Important Safety information 163
- To install the drives 163
- 164 Storage management 164
- 166 Storage management 166
- If several disks fail 167
- 168 Storage management 168
- 16 Failover 169
- 170 Failover 170
- Running failback 171
- 17 Basic troubleshooting 172
- Password problems 173
- Pulling a Support Ticket 173
- Licensing problems 173
- Multiple users 174
- NFS State handle error 175
- Catalyst troubleshooting 176
- Performance 176
- Upgrade licenses 177
- 18 Advanced troubleshooting 178
- 180 Advanced troubleshooting 180
- Powering on the node (server) 181
- Powering on 184
- Networking problems 185
- Reserved IP address 186
- VLAN networking problems 187
- Software update process 187
- Firmware updates 188
- 190 Advanced troubleshooting 190
- 192 Advanced troubleshooting 192
- Replacement of hardware 193
- Quick Restore ISO Image 193
- SNMP (Configuration) 194
- SNMP (Configuration) 195 195
- 196 SNMP 196
- SNMP (Configuration) 197 197
- 198 SNMP 198
- 20 Key Parameters 199
- Contacting HP 202
- Related information 202
- Typographic conventions 203
- Customer self repair 204
- Previous networking models 205
- Bonding modes 206
- VLAN guidelines 207
- Example network environment 208
- Worked example 209
- Best practise 210
- To add a third subnet 211
- To add VLAN subnets 211
- License requirements 213
- Configuring the client 213
- Encryption with replication 214
- B Regulatory information 215
- HP Enterprise Servers 216
- HP Storage Products 216
- HP Networking Products 216
- 218 Index 218
- 220 Index 220
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