11 remote support, Remote support page – HP StoreOnce Backup User Manual
Page 136
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:
•
•
“Configuring and modifying remote support” (page 137)
•
“Customer Information page” (page 138)
•
•
•
•
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
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.
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Remote Support