Remote support enablement

Register with Hewlett Packard Enterprise to allow automatic case creation for hardware failures on servers and enclosures and to enable Proactive Care. Once enabled, all eligible devices added in the future are automatically enabled for remote support.
NOTE:

  • For products eligible for Remote Support, see the HPE OneView Support Matrix.

  • Servers must be at iLO 2.1 firmware level or above to be enabled for remote support.

By default, remote support is disabled. If remote support is not already enabled for a selected device at the appliance level, enable remote support. HPE OneView displays values based on the device serial number and product number. You can modify or refresh remote support device details.

Remote support enables Proactive Care services, including proactive scan reports and firmware or software analysis reports, with recommendations that are based on previously collected configuration data.

Remote support is secure. No business data is collected, only device-specific configuration and fault data. All communications are outbound only and use industry standard TLS encryption ensuring confidentiality and integrity of the information. The data is handled and managed to respect your privacy.

Hewlett Packard Enterprise recommends enabling all features and benefits provided by HPE OneView Remote Support so you can receive fast, accurate phone home support and service per your contractual terms with Hewlett Packard Enterprise. HPE OneView Remote Support registers eligible devices with authorized support services and securely collects your HPE IT hardware service, diagnostics, configuration, and telemetry information, together with your support contact information to provide you with remote support and services. The data is handled and managed according to the Hewlett Packard Enterprise Data Privacy policy to respect your privacy. For more information, Hewlett Packard Enterprise Privacy Statement can be found at https://privacy.hpe.com.

NOTE:

  • You cannot collect remote support data for devices which are in the maintenance mode. You can enable or disable the maintenance mode of a server hardware device from SERVERS > Server Hardware > Actions.

  • Service events are not generated while the maintenance mode is on.

Registration record

Once you register a device, it cannot be unregistered. Hewlett Packard Enterprise preserves the record of the registration in case you re-enable remote support at a later time. You can, however, disable remote support for the appliance and all registered devices using the Edit Remote Support screen.

The following sections become visible once you register:

  • Insight Online integration
    • Insight Online registration is optional.
    • Enabled when HPE OneView is integrated with Insight Online or Disabled.

  • Contacts

    • Until you add contacts, this section displays No contacts have been added. Hewlett Packard Enterprise uses contact information when a support case is created.
    • From the Edit Remote Support > Contacts screen you can add contacts, remove contacts, and specify primary and secondary contacts. Primary and secondary contacts are applied to the devices by default.

  • Channel Partners

  • Default Data Collection Schedules

    The appliance collects data on all eligible devices.

  • Warranty and Contract

NOTE:

The sections that become visible may vary depending on the device for which you want to enable remote support.