MAP1301 Isolating Call Home/remote services failure

You are here to isolate a failure to Call Home.

MAP1301 Section-1

Procedure

  1. Use the following steps to verify that the correct Call Home options have been configured per the customization worksheets.
    Note: If there are two management consoles connected to this storage complex, one or both of the management consoles must be configured as the 'Call Home Server' in order to enable Call Home. In that case, perform these steps as appropriate on both consoles.
    1. From the navigation area, click Service Management.
    2. In the right work area, go to the Connectivity section and click Manage Outbound Connectivity.
    3. The Call-Home Server Consoles window opens. Verify the information and then close.
    4. Click Manage Customer Information.
    5. Ensure that all mandatory fields (indicated by an asterisk) have been completed.
  2. Does the management console use a modem connection for Call Home (model 961 at earlier bundle levels through 87.51.xxx.xxx, model 951, model 941, or prior models)?
  3. Does the management console utilize an Internet VPN connection for Call Home (model 961 at earlier bundle levels through 87.51.xxx.xxx, model 951, model 941, or prior models)?
  4. Does the management console utilize an Internet (SSL) connection for Call Home?
    • Yes, continue with MAP1301 Section-4.
    • No, Call Home is not configured. This ends the procedure.

MAP1301 Section-2

About this task

In this section, the modem connection will be tested. If problems are found, then actions to diagnose and repair the problem will be performed.

Procedure

  1. Test the modem connection.
    1. From the navigation area, click Service Management.
    2. In the right work area, go to the Connectivity section and click Manage Outbound Connectivity.
    3. The Call-Home Server Consoles window opens.
    4. In the Local Console Configuration section, click Configure.... The Outbound Connectivity Settings window opens.
    5. Click the Local Modem tab.
  2. Repeat this step for each listed phone number.
    1. Select the phone number.
    2. Click Test.
    3. Click Start to initiate the modem test.
  3. Did the test complete successfully for all listed phone numbers?
    • Yes, continue with step 4 in this section.
    • No, continue with step 6 in this section.
  4. Does the management console also use the Internet VPN connection?
  5. Does the management console also use the Internet (SSL) connection?
  6. Verify that the phone number or phone numbers being used are valid and that the customer phone line is functional:
    1. Connect the customer's analog phone line to a phone handset.
    2. Call any of the phone numbers that failed in step 2. Did a modem answer?
      • Yes, hang up and reconnect the customer's phone line to the modem. Continue with step 7 in this section.
      • No, If all numbers fail, then one of the following may be causing the problem. Resolve as appropriate:
        • The telephone line is faulty. Ask the customer to correct the problem.
        • A dial prefix is needed but has not been configured.
        • A dial prefix is not needed but has been configured.
        • Outbound calls are not allowed for this line.
      If only one number fails, then the remote modem/port could be faulty or incorrect. Report the problem to your phone company and configure a different call-home number.
  7. Either the modem or the telephone cable appears to be faulty. Go to MAP6590 Modem problem.

MAP1301 Section-3

About this task

In this section, the Internet VPN connection will be tested. If problems are found, then actions to diagnose and repair the problem will be performed.

Procedure

  1. Test the Internet VPN connection.
    1. From the navigation area, click Service Management.
    2. In the right work area, go to the Connectivity section and click Manage Outbound Connectivity.
    3. The Call-Home Server Consoles window opens.
    4. Click the Internet VPN tab and click Test. Click Start to initiate the test.
  2. Did the test complete successfully?
    • Yes, continue with step 3 in this section.
    • No, continue with step 4 in this section.
  3. Does the management console also use the Internet (SSL) connection?
  4. Verify that the HMC customer Ethernet port is configured per the customization worksheets.
    1. From the navigation area, click HMC Management.
    2. In the right work area, go to the Operations section and click Change Network Settings. The Customize Network Settings window opens.
    3. Verify that the console name and domain name are set correctly.
    4. Click the LAN adapters tab, select eth2 and click Details. Verify that the IP information is correct.
    5. Click the Name Services tab and verify that the customer's DNS is defined correctly (if required).
    6. Click the Routing tab and verify that the customer's gateway is defined correctly (if required).
      Note: If the Enable 'routed' check box is present, ensure that it is not selected.
  5. Did you find a problem with any of the settings?
    • Yes, return to step 1 of this section and retest the Internet VPN connection. If the tests still fail, then continue with the next step.
    • No, continue with the next step.
  6. Work with the customer to test connectivity from the network to the HMC. Was the customer able to access the HMC from the network?
  7. Does the customer have a gateway configured?
    • Yes, continue with the next step.
    • No, continue with step 9 in this section.
  8. Perform the following to test connectivity to the customer gateway.
    1. From the navigation area, click HMC Management.
    2. In the right work area, go to the Operations section and click Test Network Connectivity. The Test Network Connectivity window opens.
    3. Type the gateway IP address in the input field.
    4. Click Ping.
    5. Did the test complete successfully?
      • Yes, click Close. Continue with the next step.
      • No, work with the customer to resolve the problem with their gateway device. Return to step 1 of this section to retest the Internet VPN connection.
  9. Ensure that the customer has enabled access to the following IP addresses, protocols and ports through any firewall that is in place.
    IP Addresses:
    207.25.252.196 - IBM Boulder VPN Server
    129.42.160.16 - IBM Rochester VPN Server
    207.25.252.198 - IBM VPN Test Server
    Ports and protocols:
    Protocol ESP 500
    Protocol UDP Port 500
    Protocol UDP Port 4500
  10. Did you identify and resolve the problem with the customer firewall?
    • Yes, return to step 1 of this section to retest the Internet VPN connection.
    • No, contact your next level of support.

MAP1301 Section-4

About this task

In this section, the Internet (SSL) connection will be tested. If problems are found, then actions to diagnose and repair the problem will be performed.

Procedure

  1. Test the Internet (SSL) connection.
    1. From the navigation area, click Service Management.
    2. In the right work area, go to the Connectivity section and click Manage Outbound Connectivity.
    3. The Call-Home Server Consoles window opens.
    4. Click Configure.
    5. Click the Internet tab.

    Is "Allow an existing Internet connection for service" checked?

  2. Click Test, then click Start to start the test.
  3. Did the test complete successfully?
    • Yes, click Cancel to close the window. Continue with MAP1301 Section-5.
    • No, continue with step 4 in this section.
  4. Verify that the HMC customer Ethernet port is configured per the customization worksheets.
    1. From the navigation area, click HMC Management.
    2. In the right work area, go to the Operations section and click Change Network Settings to open the Customize Network Settings window.
    3. Verify that the console name and domain name are set correctly.
    4. Click the LAN adapters tab, select eth2 and click Details. Verify that the IP information is correct.
    5. Click the Name Services tab and verify that the customer's DNS is defined correctly (if required).
    6. Click the Routing tab and verify that the customer's gateway is defined correctly (if required).
      Note: If the Enable 'routed' check box is present, ensure that it is not selected.
  5. If HMC Ethernet port eth1 is used for customer network connectivity (optional), verify port eth1 is configured per the customization worksheets.
    1. From the navigation area, click HMC Management.
    2. In the right work area, go to the Operations section and click Change Network Settings to open the Customize Network Settings window.
    3. Verify that the console name and domain name are set correctly.
    4. Click the LAN adapters tab, select eth1 and click Details. Verify that the IP information is correct.
    5. Click the Name Services tab and verify that the customer's DNS is defined correctly (if required).
    6. Click the Routing tab and verify that the customer's gateway is defined correctly (if required).
      Note: If the Enable 'routed' check box is present, ensure that it is not selected.
  6. Did you find a problem with any of the settings?
    • Yes, return to step 1 of this section and retest the Internet connection. If the tests still fail, then continue with the next step.
    • No, continue with the next step.
  7. Work with the customer to test connectivity from the network to the HMC.

    Was the customer able to access the HMC from the network?

  8. Does the customer have a gateway configured?
    • Yes, continue with the next step.
    • No, continue with step 10 in this section.
  9. Do the following to test connectivity to the customer gateway:
    1. From the navigation area, click HMC Management.
    2. In the right work area, go to the Operations section and click Test Network Connectivity to open the Test Network Connectivity window.
    3. Type the gateway IP address in the input field.
    4. Click Ping.
    5. Did the test complete successfully?
    • Yes, click Close. Continue with the next step.
    • No, work with the customer to resolve the problem with their gateway device. Return to step 1 of this section to retest the Internet connection.
  10. Ensure that the customer has enabled access to the following IP addresses, protocols, and ports through any firewall that is in place.
    For models 98x, and for model 961 (at later bundle levels 87.52.xxx.xxx and beyond), the following IP addresses are used by an HMC when it is configured to use Internet connectivity (SSL). All connections to these IP addresses use port 443 TCP.
    • esupport.ibm.com - 129.42.54.189
    • esupport.ibm.com - 129.42.56.189
    • esupport.ibm.com - 129.42.60.189
    For model 961 (at earlier bundle levels through 87.51.xxx.xxx), model 951, model 941, or prior models, the following IP addresses are used by an HMC when it is configured to use Internet connectivity (SSL). All connections to these IP addresses use port 443 TCP.
    • Americas
      • 129.42.160.48
      • 129.42.160.49
      • 207.25.252.200
      • 207.25.252.204
    • Non-Americas
      • 129.42.160.48
      • 129.42.160.50
      • 207.25.252.200
      • 207.25.252.205
    Note: When configuring a firewall to allow an HMC to connect to these servers, only the IP addresses specific to the client's region are needed.
  11. Did you identify and resolve the problem with the customer firewall?
    • Yes, return to step 1 of this section to retest the Internet connection.
    • No, contact your next level of support.

MAP1301 Section-5

About this task

In this section, a Test PMH will be created to test the Call Home. If problems are found, then actions to diagnose and repair the problem will be performed.

Procedure

  1. Perform the following to create a Test PMH.
    1. From the navigation area, click Service Management.
    2. In the right work area, go to the Connectivity section and click Manage Serviceable Event Notification.
    3. The Customer Notification window is displayed.
    4. Select the Email tab.
    5. Ensure the Enable email notification for problem events box is checked.
    6. Ensure at least one Email Address box is checked.
    7. Click Test Email to start the test.
    8. Wait for the Electronic Service Agent window Successfully sent email to the following address status message to display, then click OK.
  2. Allow 5 minutes, then perform the following to check if a PMR was created.
    1. From the navigation area, click Service Management.
    2. In the work area, click Manage Serviceable Events.
    3. Leave the defaults and click OK.
    4. Check the list of serviceable events for an SRC of BEB20010.
  3. Does the serviceable event have a PMH # listed?
    • Yes, the Call Home was successful. This ends this MAP.
    • No, continue with the next step.
  4. Perform the following to determine the cause of the failure.
    1. Select HMC Management > Operations > View HMC Events.
    2. View the list of console events to determine the cause.
    3. Use Table 1 to determine the possible cause and action.
    Table 1. Possible causes and actions for console events
    Failure Message Possible cause/Action
    Remote support call generated on {1} failed at server {0}. Reason: Machine is not registered. The Storage Facility MTMS is not registered in Retain. Contact your next level of support to register the machine.
    Remote support call generated on {1} failed at server not assigned. Reason: Internal error. The Customer details are incomplete. Use the following menu option to check the information: Service Management > Connectivity > Manage Customer Information.
    Other failure messages. Contact your next level of support.