Remote IT Support

HPE Support Automation and Insight Remote Support monitors your IT environment and provides proactive alerts and troubleshooting support

Getting Started Guide

Hewlett Packard Enterprise (HPE) support automation works with a wide variety of devices and virtually all Hewlett Packard Enterprise products. Learn about your connection options, how to configure your devices, and customize your environment to maximize the reliability of your HPE technology and enable the best possible support services.

A choice of connection options

HPE offers multiple options for you to connect
1: Through a central connect on-site Hosting Device.

  • You would use this option to monitor multiple device types including all servers as well as storage and networking products.
  • This option will limit the amount of outbound connections to a single host.
    • Central Connection options include
      • Insight Remote Support
      • OneView Remote Support
        • HPE Synergy requires OneView Remote Support

2: Through a Direct Connection from each device to HPE.

  • Devices capable of direct connection include:
    • ProLiant Gen8/Gen9 servers
    • BladeSystem c-Class enclosures
    • Select storage devices
      • 3PAR StoreServ
      • StoreVirtual
      • StoreOnce

Step by step installation

*Enterprise Library contains updated documents listed by title. All Insight Remote Support documents can be found HERE. All OneView documents can be found HERE

Central connect strategy: (Insight Remote Support and/or OneView Remote Support)

 

Insight Remote Support

#1: Read Insight Remote Support Release Notes* first to validate device types and ensure availability and reliability of your connection. 

#1A: Insight Remote Support Monitored Devices Support Matrix* Lists all the supported devices and required protocols. 

#2: Read Insight Remote Support Installation and Configuration Guide* for installation and configuration of your Insight Remote Support Hosting Device. 

#3: Read Insight Remote Support Monitored Devices Configuration Guide* for configuration and discovery of devices to be monitored. (Includes protocol information). 

For an additional easy checklist to follow and to validate your steps and ensure a successful installation and configuration of your hosting device and monitored devices please see the Insight Remote Support Quick Installation Guide*.

OneView Remote Support

#1: Review HPE Remote Support Enablement in HPE OneView 3.0 FAQ

#2: Read OneView 3.x Release Notes to validate device types and ensure availability and reliability of your connection

#2A: OneView 3.x Support Matrix Lists Appliance and Firmware requirements, supported hardware, configuration maximums and resources.

#2B: OneView 3.x Support Matrix for HPE Synergy Lists Appliance and Firmware requirements, supported hardware, configuration maximums and resources.

#3: Read OneView 3.x Installation Guide

#4: Review references, user guides and white papers as needed

 

Direct connect strategy (embedded remote support)


ProLiant Gen8/Gen9 server or BladeSystem c-Class enclosure

1: Use HPE Insight Remote Support and Insight Online Setup Guide for HPE ProLiant Servers and HPE BladeSystem c-Class Enclosures. Document for direct connect and Insight Online configuration (direct connect start with prerequisite chapter 2). 

2: Video help setting up direct connect: Automate support with HPE Insight Online direct connect.

HPE 3PAR StoreServ storage device setup: Enable Connectivity for 3PAR Storage

HPE StoreOnce Systems storage device setup: Enable Connectivity for StoreOnce Systems

HPE StoreVirtual Systems storage device setup: Enable Connectivity for StoreVirtual Systems

Customize for maximum flexibility

You can organize and manage device groups, solutions, and credentials. You can also expand your remote support environment to monitor multiple locations. Check the installation guide to configure your support automation environment for multiple sites and/or administrators. 

Reference Insight Online User Guide to provide complete user experience by viewing devices configured across multiple remote support connectivity platforms (environment limitation may apply)

Refer to the online help sites for more information.

Script assisted installation

The scripting capability of HPE ProLiant technology provides an easy and efficient way to configure and maintain management processes in large scale IT environments, saving time and money. The following scripting tools provide a method to configure multiple iLO systems, to incorporate a standard configuration into the deployment process, and to control servers and storage systems.

Security

HPE’s first priority in support automation technology is the security and reliability of the connection. HPE does not collect customers’ application information or business data. Diagnostic data is communicated through a restricted and tightly controlled secure access point. All information collected is encrypted and digitally signed using an X.509 certificate prior to transport to HPE. Data is sent to HPE via secure HTTPS and is stored in a secure data facility in one of HPE’s corporate data centers.

Hewlett Packard Enterprise Support contacts

Support for HPE Insight Remote Support is available through HPE's local Response Centers or through HPE Technology Services

  • Americas

  • Asia Pacific/Japan

    • China: 400-610-2058-1
    • Hong Kong: 29048338,35597000,22923333
    • Japan: 0120-101-589
    • Korea: 82-1577-2912
    • Taiwan: 0800 211 666
    • All other Asia Pacific countries: Contact your local support center
  • Europe, Middle East and Africa

    • Contact your local support center
    • Select your country
    • Select support
    • Select Business Products
    • Select Servers, Storage, or Networking
    • Call the number associated with ProLiant Servers and your support level
    • When connected with a support representative, ask for assistance with Insight Remote Support

Resources

Article : HPE Support Center Mobile App

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Article

HPE Support Center Mobile App

Catalog : HPE Support Center

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Catalog

HPE Support Center

Article : HPE Proactive Care Services

HPE-Campus-care-2x-md
Article

HPE Proactive Care Services

Brochure : HPE Insight Online to a User Guide

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Brochure

HPE Insight Online to a User Guide

Documentation : Insight Remote Support Documentation and Manuals

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Documentation

Insight Remote Support Documentation and Manuals

Case Study : Insight Remote Support: Solution Support FAQ

Man in server room
Case Study

Insight Remote Support: Solution Support FAQ