Document Release Date: February 2016
Software Release Date: February 2016

The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HPE shall not be liable for technical or editorial errors or omissions contained herein.
The information contained herein is subject to change without notice.
Confidential computer software. Valid license from HPE required for possession, use or copying. Consistent with FAR 12.211 and 12.212, Commercial Computer Software, Computer Software Documentation, and
Technical Data for Commercial Items are licensed to the U.S. Government under vendor's standard commercial license.
© Copyright 2016 Hewlett Packard Enterprise Development LP
Microsoft® and Windows® are trademarks of the Microsoft group of companies.
UNIX® is a registered trademark of The Open Group.
Linux® is the registered trademark of Linus Torvalds in the U.S. and other countries.
Red Hat® is a registered trademark of Red Hat, Inc. in the United States and other countries.
Apple, iPhone® and App Store ℠ are trademarks of Apple Computer, Inc., registered in the U.S. and other countries.
© 2012 Google Inc. All rights reserved. Chrome™, Android™ and Google Play™ are trademarks of Google
Inc.
HPE Support Center: User Guide Page 2 of 63

Find your product
Search
Advanced search
Filters
Security bulletin archive
Save a search
Partial match
NonStop search
Search by document ID
Find drivers and other software
Find product top issues
Find advisories, bulletins and notices
Find most viewed solutions
Find product manuals
Use task-based information
Support Case Manager
Submit a new support case
Check the status of an existing case
Create a case report that lists all cases
View your recent cases
Update a case
Add comments
Add attachments
Close a case
Edit SCM settings
Warranty check
Access requirements
Location of serial number and product number
Warranty information is not found, or error returned
Patch management
My patch privileges
Find a patch if you know its ID
Patches for any system
Find Patches by Product
Patch Bundles
HPE Support Center: User Guide
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Add a bundle to a patch list
Selected patch list
Download Patches
File fingerprints
Corrupt download archives
Patches for my uploaded HP-UX system
Other patches available
More information: HP-UX, OpenVMS, Tru64, MPE/iX
Diagnostic passwords
Customer Self Repair
Check eligibility
Determine the self-replacement option type
Order parts
Status & assistance
Instructions and videos
My HPE Support Center Access
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HPE Support Center: User Guide Page 4 of 63

Overview
Hewlett Packard Enterprise (HPE) Support Center provides support information and features for most HPE enterprise products.
Use this document to learn how to use the features such as searching the site, finding product documentation, downloading drivers and other software, and getting help from HPE.
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Although you do not need an HP Passport account to access most support information on HPE Support
Center, creating an account and signing in to the site provides several benefits, such as: l
Access to additional features including Insight Online, patch, software updates and licensing.
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A saved product list allowing you to easily return to pages for your products.
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The ability to save product serial numbers to your profile so that you can easily review your warranty status. If the product is under warranty, you can log a case or get other help.
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The ability to link Support Agreements, HP Care Packs and warranties to your account and get the privileges they may provide, such as additional support content or support options.
To create an account, click Register at the top right or Register for HP Passport on the right side of the
Product Support screen, and fill in the required fields:
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To use the various feature services of HPE Support Center, sign in using your HP Passport ID:
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The Product Support area provides the following features for most HPE commercial and enterprise products: l
"Find your product" on page 10
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"Search" on page 12
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"Find drivers and other software" on page 19
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"Find product top issues" on page 21
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"Find advisories, bulletins and notices" on page 22
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"Find most viewed solutions" on page 23
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"Find product manuals" on page 24
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"Support Case Manager" on page 27
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"Warranty check" on page 33
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"Patch management" on page 36
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"Diagnostic passwords" on page 49
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"Customer Self Repair" on page 50
You can access these features from the Product Support page or drop-down list:
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Product Support
Links to many of the features are in the sub menus:
Download options
Top issues & solutions l
Drivers & software
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"Patch management" on page 36
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Software updates & licensing l
"Diagnostic passwords" on page 49
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Top issues
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Most viewed solutions
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Troubleshoot a problem
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Advisories, bulletins & notices
Repair & warranty l
Customer Self Repair
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Warranty check
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Manage my contracts & warranties l
View my contracts & warranties
"Get help from HPE" on page
59
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Submit or manage support cases
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Chat with HPE l
All contact options
Other support options l
Software Support Online (IT Management Software)
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Product Support l
Customer Care (Home & Home Office products) l
More Support resources
Most support information is product based. Begin by identifying and selecting your product to reach its home page. Use any of the following methods: l
Select from your recent products (must be signed in).
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Enter a product name or number.
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Choose from all HPE products.
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Enter a product serial number.
From a product home page, enter keywords in the search textbox to find support information specific to the product (see
"Search" on page 12
for more information) or click any of the tabs at the bottom of the page:
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Product Support
Product home page tabs
Tab
Download options
Top issues & solutions
Manuals
Repair & warranty
Get help from HPE
Description l
Get drivers, software & firmware l
Sign up for driver, security, patch and support emails l
Patch management l
Diagnostic passwords l
Software updates & licensing
Top issues are documents written as a result of calls to the HPE Response
Center. Most viewed solutions are based upon the number of times they have been viewed by users. Includes a link to view all solutions.
Select manual type or view all types. Select language.
Click Advisories, bulletins & notices. Advisories describe product issues and corresponding solutions and resolutions. Bulletins contain information about catastrophic hardware failures. Notices contain information such as technical and warranty details, and model and configuration codes.
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Warranty check l
View my recent cases l
View my contracts & warranties l
Manage my contracts & warranties l
Submit or manage support cases l
Chat with HPE l
All HPE contact options
The options listed above are also in the Product Support drop-down list. In addition are the following:
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Product Support
Other support options
Other support options
Community forums
Other support options
Description
An online community for peer-to-peer technical support and knowledge sharing.
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HPE Software Support Online (IT Management Software) l
HPE Customer Support (Home and Home Office products) l
More HPE support resources
Select a product as described in
"Find your product" on page 10 , or click the link in the Product Support drop-
down list:
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Product Support
You can search all HPE products by keyword, but it is usually more efficient to select a product first, using: l
Product name l
Product number l
Choose from all HPE products l
Product serial number l
Recent products (must be signed in)
Once you reach a product home page, use the search to find support content specific to that product. Search by one or more keywords or by
document ID
:
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Product Support
If you are signed in you can use a
saved search :
Use Advanced search to refine your search:
Advanced search provides filters and options and filters, described below:
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Product Support
Radio button
All Words
Result
Any Word
Results contain all keywords, in any order. The space character functions as a Boolean AND (+). You can use search patterns.
Results contain one or more keywords, in any order. Space functions as a Boolean OR.
Exact Match Exact keyword pattern. Same as using quotes elsewhere.
Examples
See
"Search patterns" on the next page
for examples.
ProLiant disk array
ProLiant DL380 G6
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Product Support
Radio button
Boolean
Result Examples
Use these special characters:
+ (plus) Inclusion. The string immediately after the
+ must appear in the results.
- (dash) Exclusion. The string immediately after the
- cannot appear in the results.
" (quotes)
(space)
Same as quotes elsewhere.
Boolean OR. Same as Any Word.
ProLiant +array
ProLiant -array
"ProLiant DL380 G6"
HP-UX MPE
In Advanced search, select All words to use search patterns, with the characters listed in the table below. The plus sign (+) meaning required inclusion or Boolean AND is the default in All words, so is not listed:
Search
Character
Usage Examples Result
*
?
-
Asterisk. Matches zero or more alphanumeric characters. Only one asterisk per pattern.
c000*
*ing co*ing
Question mark. Matches exactly one alphanumeric character.
652?4
Dash. Exclusion.
No space between - and the following character.
java -verbose myClass
"java -verbose myClass"
Document containing any word:
- beginning with "c000"
- ending in "ing"
- starting with "co" and ending with
"ing" (if intervening characters are alphanumeric)
Documents containing:
65264, 65244, but not 652864 or 652_
4.
Documents containing "java" and
"myClass" but not "verbose".
If the string you are searching for includes a dash, use quotes.
Non-alphanumeric characters in both the search pattern and in the document text to be searched are replaced with a space character. (The exceptions are the question mark and asterisk search characters, which have meaning in the search pattern.) The question mark and asterisk do not match spaces, so a search pattern containing either will not match a non-alphanumeric character. Examples:
Search Pattern
PHSS?37446
PHSS?37446
PHSS_37446
Document text
PHSS_37446
PHSS 37446
PHSS_37446
Match
No
No
Yes
Reason
Underscore (_) in document replaced with space, ? does not match a space.
? does not match a space.
Underscore (_) replaced with space in both search pattern and document, resulting in
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Product Support
Search Pattern
PHSS?37446
PHSS?37446
PHSS_37446
PHSS*37446
PHSS*37446
PHSS*37446
Document text
PHSSX37446
PHSSXL37446
PHSS$37446
PHSS37446
PHSSAlpha37446
PHSS-Alpha37446
Match
Yes
No
Yes
Yes
Yes
No
Reason an identical string.
? matches alphanumeric character X.
? matches only one alphanumeric character (not XL).
Both underscore (_) and dollar sign ($) are replaced with spaces in search pattern and document, resulting in identical strings.
Matches zero or more alphanumeric characters.
Matches zero or more alphanumeric characters.
Intervening characters include a nonalphanumeric, which is replaced with a space, * does not match a space.
In addition to using search patterns, you can narrow your search by filtering on content type, date, and sort type. You can display a summary, specify the number of results per page, and search within results:
Filter
Content types
Result
Content is organized by type, such as security bulletins or patch Read Me files. Use the content type filter to search documents regardless of type, or to limit the search by checking specific content types.
Date range
Limit search results by update date. Select a date span from the drop-down list, or a date range between specific dates.
Number of results
Use the Results per page filter to specify the number of results to display per page.
Sort type By default, results are sorted and listed according to the closest match of your search. This is the
"Score" sort. Use the Sort by filter to sort by a different column header name such as content type or content updated date. Use this filter before or after submitting your search. The current sort is displayed in the drop-down list.
Display summary
By default, the result displays document titles. Before searching, use Show a summary to include a summary in the results.
Security Bulletins are among the content types available to filter your search. In addition to filtering, you can use the "Archive" link next to the Security bulletin content type check box to gain access to all HPE security bulletins.
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Product Support
If you are signed in you can save up to ten searches, including advanced searches. When you run a saved search, it is run against the latest version of the content repository, so results may differ from earlier searches made with the same saved search.
If a search does not find all keywords in any document, it will then look for any keyword.
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Product Support
Simplify the search for content about Integrity NonStop systems by adding the keyword "NonStop" (without the quotes) to any search.
If you know a support document's ID you can use it to find the document. Not all documents have IDs. Filter options are ignored in a search by document ID.
If this search returns no results, be sure you have entered the ID correctly. You may not have access rights to a document based on your entitlement level, or the document may be for HPE internal use only.
Download the files you need to maintain, manage or upgrade your HPE products:
1. Select a product, as described in
"Find your product" on page 10 .
2. On the product home page, click Get drivers, software & firmware under Download options :
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Product Support
3. Select the language of the file and the operating system:
A list of files appears, categorized by type, such as driver, firmware, software, or BIOS.
Drivers and other software files are specific to operating systems. To download the right file, be sure you know both the version and the number of bits, either 32- or 64-bit, of the operating system.
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Windows: The OS version appears on one of the screens at system startup. To see if you have a 32- or 64bit version, open Windows explorer, right click Computer, and open Properties.
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Mac: The OS version appears under the Apple symbol in the Menu bar at the top of the screen. Select
"About this Mac".
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Linux: Use uname - a to see if the OS is 32- or 64-bit.
If you select a product and language, and your operating system is not listed in the results, HPE does not currently have files for the product on that operating system, or they are not available in the selected language.
Options: l
If you did not select English, try selecting English as the language.
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On Windows systems, try installing the device using the Add New Hardware wizard. Drivers for some peripheral products are pre-installed so do not need a new driver.
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For original Pavilion or Presario PC drivers, try the Application Recovery feature included on the Recovery partition or Recovery discs.
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For non-HPE products, look for drivers and software downloads at the original manufacturer's web site.
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Product Support l
For Linux printer drivers, see supported devices for a list of printers supported by HPE's Linux driver (HP
Linux Imaging and Printing, HPLIP). Most Linux distributions pick up the latest HPLIP software from this
SourceForge site and integrate it into their distribution, so printer support within your Linux distribution may already be present. If you do not see support for your printer listed at the SourceForge site, visit printer list to check for third-party support.
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HPE drivers for Apple computers running the Mac OS X operating system are listed under Mac OS X. The same HP driver for Mac OS X generally supports different versions of the operating system (for example
Mac OS X v10.2--10.5). However if several versions of Mac OS X appear, select the one that matches your system.
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Visit the HPE web site again later for new downloads.
HPE provides drivers for operating systems and for HPE-branded, warranty-replaced, or factory-installed hardware that is shipped on or supported by the product. For example, computers that came with Windows
Vista generally only have Windows Vista drivers available for download. HPE may not have software or drivers available for the following reasons: l
You may already have the latest driver included in your operating system. Operating systems usually come with basic drivers for common components and peripherals. To install the driver, you may just need to use the operating system's Add New Hardware feature.
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Not all problems can be fixed with a driver or software update: l
There may be no driver or software file related to the problem. A different problem may be the cause. For example, a PC fan, mouse, printer port, hard drive, or USB port do not typically use a driver.
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Some error messages prompt you to repair or install a specific file. For example, Microsoft Windows may generate an error similar to the following:
Windows could not start because the following file is missing or corrupt: <Windows_ root>\system32\hal.dll
In this example, HPE does not provide the "hal.dll" file as a download. You must repair the OS itself to fix the error. In some cases the OS manufacturer may provide a file to fix such errors.
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HPE occasionally discontinues supporting and providing drivers for older operating systems such as
Windows 95 or Windows 98. In some cases drivers may remain available as is or directly from the maker of the discontinued OS.
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A file has not been tested and qualified for a given OS. For example, a ten year old printer may not be supported on a newer OS.
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The file you need may be provided by another (non HPE-branded) manufacturer (example: Lexmark printer). Check that the product or device you need a file for is provided on another manufacturer's web site.
Most files are freely available for download. For some files you will be asked to sign in with your HP Passport
ID to determine your eligibility to access the files. Eligibility is granted if your ID is associated with a contract or warranty that includes access to those files. See Contracts and warranties help for more information.
From a product page, select the Top issues & solutions tab to view the top reported issues according to
HPE Support, followed by a link to additional top issues if present:
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Product Support
Advisories, bulletins and notices are related types of documents: l
Advisory: Describes problems and solutions for both HPE hardware and software products.
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Bulletin: An urgent communication involving safety concerns or other risks such as data loss or security vulnerability.
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Notice: General reference information.
From the Product Support menu, click Top issues & solutions > Advisories, bulletins & notices :
A list appears:
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Product Support
Click a title to view the document. Click the column headings to sort the list by title, content type, or updated date.
Finding most viewed solutions for a product is similar to finding top issues.
In the Product Support menu, click Top issues & solutions > Most viewed solutions :
The Most viewed solutions screen appears:
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Product Support
Click a title to view the document. Click the column headings to sort the list by number of views, title, content type, or updated date.
1. Select a product (see
"Find your product" on page 10 ).
2. In the Product Support menu click Manuals or select the Manuals tab on the product support screen:
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Product Support
The results screen lists the manuals by type:
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Product Support
3. Select a language and manual type from the list. The results appear in a table:
If you select a language and do not see the manual you are looking for, try selecting English as the language.
4. Click a document title to view the document. Sort the results by title, content type, or updated date.
Several task-based options are available. For example, click Troubleshoot a problem :
The results are broken down by operating system.
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Product Support
Select an operating system from the list. Troubleshooting documents are primarily customer advisories and support information.
Get help from HP is another feature available for some products. It allows you to submit or manage support cases and chat to HPE to help you find solutions to common product issues. If available for the product, a Get help from HP link is in two places: the Product Support main menu and a tab at the bottom of the screen:
Click Submit or manage support cases :
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Product Support l
In the Product Support drop-down list, under Get help from HP .
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Under More support options , on the right.
From the main Support Case Manager page you can perform the following actions:
From the main page you have two options: l
Click Browse your contract & warranty products to see a list of support agreements, HP Care Packs and warranties (referred to as "contracts" below):
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Product Support
The list includes contracts that are associated with your HP Passport ID, or that are part of a contract and warranty share that has the SCM role enabled and that includes you as a member.
Expand the contracts in the list to see the products covered by each contract. Find the product in the list and click Submit a case on the right.
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If you already know the contract that covers the product, enter any of the following identifiers in the
Contract or warranty ID field: l
Product serial number (for a warranty) l
Service Agreement ID (SAID) l
Support Account Reference (SAR) l
HP Care Pack ID l
Nickname
If the identifier is valid and the contract is active, a list of products covered by the contract appears. Find the product in the list then click Submit a case on the right.
If you are signed in, a contract does not need to be associated with your HP Passport ID to submit a case for a product covered by the contract.
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Product Support
From the Submit a case page, enter a case title, operating system and version, and provide as much detail as you can. Describe the problem and the steps you have taken to resolve it. See the sections below for examples of the type of information to provide.
Problem Description l
Error messages l
Log files l
Steps to recreate the problem
Location l
Alternate contact information l
Equipment address location
Configuration l
Identify third-party options installed and if they have been eliminated as potential causes.
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Identify system options installed, regardless of whether they seem pertinent.
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Total memory including RAM size and configuration.
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Installed patches and service packs.
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Revision levels (if a hardware or firmware problem).
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Version updates.
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Replaced parts.
Case History l
Has this problem been previously reported to HPE for the same product? If so, include prior support case numbers opened for that product.
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Actions taken by HPE, any service provider or the customer since the first occurrence of the problem.
Changes to Environment l
Power- or temperature-related problems.
Testing Information l
Can you reproduce the problem? If so, include the exact steps to reproduce it.
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Include crash analysis if a system crash.
Contact and equipment locations
Contact information is used by the support agent to communicate updates and request further data. Ensure the contact is the person who can actually work with the support agent. Be sure the equipment location is accurate, as on-site visits and parts delivery are made to this address.
Troubleshooting steps taken
Describe the steps you have already taken, and the results. Consider these questions: l
What were you trying to do when you detected the problem?
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What were you expecting to happen?
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What error messages did you see?
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Product Support l
What programs, commands, or devices were involved?
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When did you first observe the problem?
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When was the last time the activity worked?
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What has changed since then (hardware, software, configuration)?
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If the problem is intermittent, under what conditions did the problem occur?
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What do you think is the cause of the problem?
Anticipated response time
If you submit a case within the contract's coverage hours, the first available support agent will respond. For support outside of the contract's coverage hours, submit the case by phone and say that you need an "uplift" to your support contract. This will result in an additional charge. Uplift is not available in some countries.
For onsite support, response time depends on the type of contract. Onsite response time is the time an engineer will be onsite to address the problem, not problem resolution time.
Check the status of an existing case by entering the case ID if you know it, in the Check case status box on the main SCM page. This will take you to a screen displaying a summary of the case which lists submitted and last updated dates, and has a link to view case details.
Click the View case report link to create a list of cases submitted on products covered by contracts that are associated with your HP Passport ID, or that are part of a contract and warranty share that has the SCM role enabled and that includes you as a member.
To create a case report:
1. Select one or more contracts from the list and add them to the box on the right.
2. Filter by case status and time.
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Product Support
3. Click Create report .
The report lists cases associated with your HP Passport ID, by ID, title, status, and submitted and updated dates. Click a case ID to view details for the case.
View the details of your recent cases three ways: l
Enter the case ID in the Check case status text box on the main page, then click the View case details link on the right.
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Click the case ID in My recent cases on the main page.
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Click a case ID in the list generated by Create report .
The case details page lists: l
Case information including case title, customer tracking number, contract and product numbers, source
(web, phone), submitted and updated dates, and current status.
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Contact and equipment location.
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Case details.
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Case history, which includes correspondence and case logging information.
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Subcases, if any.
You can add comments and attachments to a case, and close a case.
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Product Support
Add comments to open cases on the case details page. On submission your comments are added to the case history and the support agent is informed.
Attach pertinent documents such as program files, log files and illustrations to open cases by using the email link on the case details or case submit confirmation pages. Do not modify the email subject line. The attachments are added to the case and the support agent is notified. You will receive a confirmation email when they are processed. You cannot access documents attached to a case through Support Case Manager.
For security reasons, send the email from the same domain address as the domain of the case contact's email address, if possible. (The domain is after the @. For example: @mycompany.com.) Email delivery time is not guaranteed.
On the case details page, under "additional comments and attachments or request to close", enter a brief explanation of why you want to close the case, and update. Cases are not automatically closed as the result of a request. A support agent closes the case after reviewing the request.
If you submit cases on a regular basis, it may be convenient to prefill contact and preferred equipment location values, and specify their source:
Contact drop-down list prefill:
Specify the origin of the contact list on the case submit page. Use the contact data from one of the following: l
The contract you are using to submit the case.
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The contract you are using to submit the case, and your HP Passport profile, and the contact data used the last time you submitted a case.
Preferred contact data prefill:
Specify how you want your contact data prepopulated in the support case contact fields. Options: l
Do not prefill: Use when the contact data changes frequently or when you use the contact drop-down list to populate the fields.
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Prefill from your HP Passport account: Your name and contact information.
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Use last entered data: Useful when the same contact information is used every time.
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Use data from support agreement: The contract you are using to submit the case. This is useful when the contract includes the contact person who is dedicated to handling cases with HPE.
Preferred equipment location data prefill: l
Same options as Preferred contact data prefill .
Save to make the selected options become your new default settings.
Use warranty check to retrieve service type and level, coverage dates, deliverables, and other details associated with the warranty. Click Warranty check from Repair & warranty in the main menu, or under
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Product Support
Main support options on the right:
Enter product serial numbers in the form. You can check up to twenty warranties, active or expired, at a time.
The country of purchase defaults to your current locale. Change it if necessary using the drop-down list:
The expiration date of a warranty is based on the purchase date, if the product was registered with HPE.
Otherwise it is estimated based on the manufacture date.
Warranty check does not retrieve support agreement information. For support agreement information click the
Software updates and licensing link under More support options:
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Product Support
You do not need to be signed in with your HP Passport account to use warranty check. Signing in does however provide you with the option of linking warranties to your account. It also lets you store, view, and manage your products more quickly and easily.
You must provide the serial number (preceded by "Serial" or "S/N"), which is typically located near the product number on the label. You may also need the product number. The product labels below show typical serial number (1) and product number (2) locations:
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Product Support
Contact HPE Support if you cannot find the label.
If the results page lists an error for a particular entry, verify your data entry. If you re-enter the values and it still returns an error, contact HPE Support. If you entered multiple numbers, you can remove the number that caused the error and try again.
Use Patch management to identify and install patches for operating systems and many products. Click Patch management from Download options in the Product support main menu or from the More support options section on the right:
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Product Support
HPE releases updates, in the form of patches, based on issue resolution and functional enhancements.
These updates are an important part of maintaining a system's health. System administrators and other users can keep their operating environment up to date by downloading and installing patches and product update sets.
You must be signed in with your HP Passport ID and have an active HPE support agreement linked or shared to your account. For more information see Patch Access for HPE Operating Environments .
Patch management has sections that display your patch privileges, patches available for any system, patches for your uploaded HP-UX system, and links for more information about certain operating systems:
Click View my patch access in the left navigation area of Patch management, to reach My patch privileges :
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Product Support
My Patch Privileges lists your access to patches for various platforms. You have entitled access if your HPE
Support Center user profile is associated with a valid support agreement, by one or more of the following means: l
You are linked as the owner, in single mode, to a contract that enables access.
l
You are linked in multiple mode to a contract that enables access.
l
You are a member of a user group associated with a contract share that includes a contract that enables access.
l
You are a member of a user group associated with a device group containing a device that is covered by a contract that enables access.
My patch privileges also indicates your current role in HPE Support Center: customer, authorized partner, or employee.
If patch access is "No", click the lock icon to see a summary of the type of contract you need to enable access:
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Product Support
See More Information on Access to HPE Support Materials for details, and contact your local HPE office or sales representative, or Contact HPE to learn more.
Find a specific patch if you know its ID, using the search box on the left navigation bar:
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Product Support
Click an operating system in the list to reach a search page specific to that operating system:
Select the OS revision and search method from the drop-down lists:
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Product Support
The search methods are as follows: l
Search by keyword . Enter the keyword in the Search text text box and use a radio button. If using
Boolean, use standard search characters (plus, minus, quotes, asterisk) to narrow your searches.
l
Search by patch IDs if you know the ID of the patch.
l
Browse patch list returns a complete list for the selected context.
Each row in the search results table includes a description, the patch ID, which is a link to the details page, and optionally, a symbol:
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Product Support
Symbols are defined in the glossary:
Click the text next to any item in the glossary for details.
Click a patch ID to go to its details page where you can view the readme file and add the patch to your patch list.
On the main patch page, if you have a patch privilege:
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Product Support
Select by product to see patches and product documentation:
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Product Support
Download product patches the same way you download OS patches.
A patch bundle is a set of patches for HP-UX that have received extra testing as a group and are packaged together, with the individual patches intact.
A patch aggregate kit is one large patch kit (for OpenVMS and Tru64 UNIX), that contains several individual patches that have been repackaged. On OpenVMS these are also called "update kits".
Select an OS from the list to reach the patch bundle index. If you know the patch ID, enter it in the search box and click find bundles. Or click a release to see its contents. Multiple bundles are sometimes packaged in the same depot, and must be downloaded as a unit. In this case, the depot name is listed instead of the bundle name.
Click Add to my Patch List to add the bundle. If any of the patches in the bundle have acquired warnings since the bundle's release, you can select replacement patches. A table lists all the patches in the bundle for your reference.
The staging area for downloads, Selected patch list appears when you add to selected patch list from the patch results list or from a patch details page. You can also reach it from My patch list in the left navigation bar.
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Product Support
Each OS and revision combination has one associated patch list. If you used My Uploaded HP-UX System, lists for your uploaded system appear here as well. The lists are separated to facilitate the bundling of patches for a particular system.
Selected patch list also contains patches required by the patches you have already selected. Required patches are considered part of the total solution so are included in the selected patch list.
Use the Remove button to remove unneeded patches. This removes both the original patch and any of its required patches.
If you already have a required patch, skip downloading it by unchecking the associated check box.
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Product Support
Click Download selected from a patch list to reach the download patches page:
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Product Support
To add or remove patches to be downloaded, return to the selected patch list using the link on the left navigation bar. Click Download selected again to return to the download patches page.
To download all selected patches at once, select the file package type (zip, gzip, or tar) before downloading.
MPE users must use tar.
Download patches individually using the download button next to the patch.
To validate that patch content has not been tampered with, corrupted or otherwise altered since it was created, file fingerprints are displayed for all content on the download list. These are provided by the patch content creator and are validated by HPE Support Center.
The HPE standard mechanism for file fingerprints is MD5 message digest hashes. The md5sum command is a more secure alternative to the cksum command. It is based on the standard MD5 algorithm which provides
128-bit long fingerprints and which enables you to verify with a very high degree of certainty the integrity of a downloaded package.
Checksum fingerprints are also displayed when they are available. The cksum command is a file integrity checker currently available on HP-UX, Tru64 UNIX and Linux. A variant is available on OpenVMS. It is based on a weak (by current standards) cyclic redundancy check mechanism (32-bit wide), and is prone to high collision rates. Checksum fingerprints should be used with caution since they are platform-dependent. For example checksum fingerprints generated for OpenVMS can only be validated with OpenVMS.
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Product Support
In some cases, when patches are downloaded as a zip package using Microsoft Internet Explorer, a "corrupt archive" message appears when trying to unzip the package. This may happen even though there were no error messages during the download and it appears the package was built correctly.
The problem is caused by either a large download timing out on the client side before it starts due to zip ramp up overhead, or the client machine runs out of space mid-download. The problem is unique to Microsoft
Internet Explorer, which buffers all downloads. For example, a 5 MB download really requires 10 MB of space during the download. If the download fails, there is no error message but the resulting file is truncated.
To correct this problem: l
Ensure there is adequate disk space for buffering on the hard drive.
l
Download patches in smaller batches.
If you have access to this feature, you can find HP-UX patches customized to your system by running a script that creates an inventory, and uploading the results to HPE:
1. Download swainv
1 via ftp or http .
2. cd to the directory containing the swainv script, set execute permission, and run it. You do not need to be root. The results of the script are written into the ascii file inventory.xml
.
3. Upload inventory.xml
to Patch Management.
After you have uploaded the file you can search for patches, bundles, products, and patch sets applicable to your system. You can also perform a patch assessment to find the set of patches necessary to bring your system to the correct patch level. See Patching HP-UX systems for details (you must be signed in to view it).
1 swainv is a Posix shell script that collects the names and revisions of all the products installed on your system.
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Product Support
The "Assessing patch requirements" feature for HP-UX provides system administrators the ability to upload current system information and run a patch assessment, which determines what if any patches are required to bring the system up to date.
Only patches for current HPE OS and products are directly available on the HPE Support Center. Use the links in the left nav bar to find: l
Patches for older software and hardware - links to a site containing archived patches for HPE systems and software no longer under support or no longer being patched.
l
Red Hat, SUSE, and Debian Linux - links to the Linux search page, to these vendors' sites l
Windows - link to the Microsoft web site on the Windows search page, for Windows OS patches.
Click the links below for detailed information about patches for these operating systems: l
HP-UX l
OpenVMS, Tru64 UNIX, and MPE/iX
HPE has proprietary hardware diagnostic support tools for specific products, such as HP 9000 and HP
Integrity servers running HP-UX. These tools are password protected.
HPE service personnel use these tools to perform hardware support. HP also provides certain customers access to the passwords to use these tools. See Download options under the Product Support main menu:
If you have access to these tools, you should only use them if you are knowledgeable about them, since misuse can result in serious system problems. If you inadvertently cause damage to your system through misuse of these tools and need HPE help repairing that damage, you will incur additional expense not covered by your support agreement.
The available passwords are displayed in a table listing the appropriate system type and the time period for which the password is valid. You need a new password to run the diagnostic support tools once the limited time period expires, which is typically every six months, beginning February 1 and August 1. Information about how to apply the passwords is displayed below the table.
The password may be replaced by one of two terms:
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Product Support l
Expired - The time period has elapsed and a new password is not currently available.
l
Obsolete - The system is no longer supported, so that a password is either no longer required or available.
In both cases no time period is shown.
Customer Self Repair (CSR) is available for certain products. From a product page, check for it under Repair
& warranty in the Product Support main menu:
CSR is available in most countries. It allows HP to ship replacement parts directly to you once a failure has been confirmed. Parts are generally shipped overnight. CSR warranty terms and conditions are included in the warranty statement for the product, which can be found in the box with the product.
Check the status of the warranty that covers the product using Warranty check. Click the link on the left:
On the CSR page for a product, a table lists the parts and the self-replacement option available for each:
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Product Support
The options are: l
Mandatory . On-site or return-to-depot support for replacement of this part is not provided under the warranty. You can install this type of part yourself or pay HPE service personnel to do it. It typically does not need tools to replace, consists of a single part, has minimum cabling, and is plug-and-play.
l
Optional . You can replace this type of part yourself or have it replaced by HPE service personnel at no additional charge during the warranty period. Replacement may require tools, the removal of other parts, more involved cabling, and potential configuration/setup following replacement.
You can replace parts yourself even if you have an HP Care Pack or contract that provides on-site support.
Ask that the replacement parts be shipped directly to you. You can then replace the parts at your convenience.
If you do not want to replace a part yourself, and the product is covered by a warranty, you can, in countries where it is allowed, purchase on-site replacement of the part by HPE service personnel. The cost will include only labor and travel because the parts are covered under the warranty.
If you damage a part while replacing it, the situation is the same as if HPE service personnel damaged the part. The warranty will cover the second repair.
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Product Support
How you order parts depends on the state of the product warranty: l
If active, submit a support case using the Support Case Manager (SCM). Click the Submit or manage support cases link.
l
If expired, click the Buy replacement parts link.
Fill in the form to get help on an existing SCM case, such as the status of a replacement part. Be sure to pick a subject and include the case number:
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Product Support
This tab provides a link to repair videos and animations, if any, and lists links to instructions for removing and replacing parts of the product:
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Product Support
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After you sign in, click the Settings icon from any HPE Support Center page:
You can view and edit several settings:
The Settings page displays a summary of your current access to entitled HPE Support Center features and content:
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Settings
You have entitled access if your HP Passport ID is associated with an active entitlement (a support agreement, HP Care Pack, or warranty), by one or more of the following means: l
You are linked as the owner, in single mode, to a contract that enables access.
l
You are linked in multiple mode to a contract that enables access.
l
You are a member of a user group associated with a contract and warranty share that includes a contract that enables access.
l
You are a member of a user group associated with a device group containing a device that is covered by a contract that enables access.
Follow the links under Gain access to entitled features and content to your HP Passport ID to additional entitlements, or click Learn more for additional information.
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The language that HPE Support Center and Insight Online display in, and country-specific contact information such as in "Contact HPE", are by default determined by the country you are accessing the site from. For example, if you are in Greece, the site appears in Greek, and the contact information is local to Greece.
This language selection includes the site's help system. Technical documentation also appears in search results, if available, in the selected language. You can change this language and country setting at any time by clicking on the flag at the bottom of any page:
The flag you see represents your current country setting:
Flag and country name examples Language
Spanish
Spanish
Hungarian
Japanese
Several countries share languages, but the country-specific information is different. Ecuador and Mexico for example, share Spanish, but the contact information for each is different.
Some languages differ slightly depending on region. The Spanish associated with countries in South America, for example, is different from the Spanish associated with Spain, and the Portuguese associated with Brazil is different from that of Portugal.
The complete list of supported languages is as follows: l
Chinese (simplified) l
Chinese (traditional) l
Czech l
English l
French l
German l
Greek
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The language and country selector l
Hungarian l
Italian l
Japanese l
Korean l
Polish l
Portuguese l
Russian l
Spanish l
Turkish
You can use this feature to compare languages, if for example you are not sure of terminology in a given language. You can open a link in a new window, change the language in that window, and compare the different language versions of the same content.
Once you change a language in one window, the language will change for subsequent links on the site in all open windows, and will remain your selected language even after you sign out and back in again. To return to your original language, select it from the flag at the bottom of any site page.
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Use Get help from HPE to: l
Submit or manage support cases .
l
Chat with an HPE representative to help you find solutions to common product issues.
l
View All HPE contact options , which includes links to forums, to site help, to a form you can submit with questions about using the site, and to phone numbers for support in your locale or worldwide.
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For worldwide technical support information, see the HPE support website. Before contacting HPE, collect the following information: l
Product model names and numbers l
Technical support registration number (if applicable) l
Product serial numbers l
Error messages l
Operating system type and revision level l
Detailed questions
HPE welcomes your feedback. To make comments and suggestions about product documentation, send a message to: techdocs_feedback@hpe.com. Include the document title and part number if available in your message. All submissions become the property of HPE.
l
HPE Insight Remote Support documentation at the Hewlett Packard Enterprise Information Library
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A
Agentless Management Service (AMS) iLO 4 Agentless Management uses out-of-band communication for increased security and stability. This feature runs on the iLO hardware, independent of the operating system and processor. The separately installed AMS collects additional operating system data.
C
Channel Services Network (CSN)
Channel Services Network.
contract and warranty
General term including: HPE support agreement,
HP Care Pack, and warranty.
Customer Self Repair (CSR)
Customer Self Repair.
D device
Any object such as a server, storage system, or switch, that by means of being monitored by HPE remote support technologies and properly registered, or added manually, appears in Insight
Online.
H
HP Care Pack Services
HP Care Packs can be purchased with HP products and services to upgrade or extend standard warranties with enhanced support packages. They reduce downtime risks with support levels from basic to mission-critical. For many products, post-warranty HP Care Pack
Services are also available when an original warranty expires.
HP Passport ID
ID for your HP Passport account. Needed to sign in to HPE Support Center and Insight Online. It may be the email address you used when registering.
HPE Authorized Channel Partner
Two types: HPE Authorized Reseller, who has been approved by HPE to become a partner in the
Global Partner Portal, and who meets certain criteria. HPE Authorized Service Partner, who in addition to the services a reseller can provide, can also deliver break-fix services.
HPE Authorized Reseller/Distributor
Channel partners who sell hardware and services.
HPE Authorized Service Partner
Channel partners who deliver services and/or installation service on HPE’s behalf.
HPE Insight Online
Part of HPE Support Center. Provides secure access to support the devices in your IT environment. Used primarily by IT staff and HPE
Authorized Channel Partners to support IT infrastructure.
HPE Insight Remote Support
Insight RS provides proactive remote monitoring, diagnostics, and troubleshooting to help improve the availability of supported HPE servers and storage systems in your data center.
HPE Support Center (HPESC)
Contains: Product Support and My
IT Environment sections. Use Product Support to find drivers, patches and other software, and search for a variety of support documentation.
Use Insight Online to manage your remote support devices and contracts, and to access features such as Service Credits and reports.
HPE Authorized Channel Partners also have access to a My Customers section.
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Glossary: iLO - Web-Based Enterprise Management (WBEM)
I iLO
Integrated Lights-Out. Embedded server management technology that delivers web-based remote management that is always available.
O
OA
Onboard Administrator. The Onboard
Administrator for the BladeSystem enclosures is the intelligence of the c-Class infrastructure. The
Onboard Administrator provides both local and remote administration of BladeSystem c-Class enclosures.
opt-in
During or after device registration, the customer consents or "opts-in" to have HP or a partner contact them to discuss optimizing their environment.
R
Remote Support Account Advocate (RSAA)
Remote Support Account Advocate.
S
Secure Sockets Layer (SSL)
Secure Sockets Layer is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and integral.
Service Agreement ID (SAID)
Service Agreement ID.
service event
HPE remote support technologies monitor a customer’s hardware environment for service events that require action from the HPE
Authorized Service Partner or customer. For the most part, actionable service events require replacing a failed Field Replaceable Unit or
Customer Replaceable Unit in the monitored hardware.
Simple Network Management Protocol (SNMP)
One of the management protocols supported by
Insight Remote Support. Traditional management protocol used extensively by networking systems and most servers. MIB-2 is the standard information available consistently across all vendors.
Support Account Reference (SAR)
Support Account Reference. Also known as a
System handle.
Support Case Manager (SCM)
Support Case Manager.
T
Transport Layer Security (TLS)
A protocol that ensures privacy between communicating applications and their users on the Internet. When a server and client communicate, TLS ensures that no third party may eavesdrop or tamper with any message. TLS is the successor to the Secure Sockets Layer
(SSL).
W
Web-Based Enterprise Management (WBEM)
This industry initiative provides management of systems, networks, users, and applications across multiple vendor environments. WBEM simplifies system management, providing better access to software and hardware data that is readable by WBEM client applications.
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A advisories, bulletins and notices
22
C
Customer Self Repair (CSR)
50
D diagnostic passwords
49
F find advisories, bulletins and notices
22
drivers and other software
19
most viewed solutions
23
product
10
product manuals
24
product top issues
21
H
HP Passport account create
6
sign in
7
P patch download
36
,
46
find by product
42
for my uploaded HP-UX system
48
product manuals
24
product top issues
21
S search
12
advanced
14
patterns
16
sign in
7
Support Case Manager (SCM)
27
submit a case
28
update a case
32
view case report
31
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