HP Insight Remote Support

Transcription

1 HP Insight Remote Support Upgrade Guide Software Version: 7.4 Document Release Date: February 2016 Software Release Date: August 2015

2 Legal Notices Warranty The only warranties for HP 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. HP shall not be liable for technical or editorial errors or omissions contained herein. The information contained herein is subject to change without notice. Restricted rights legend Confidential computer software. Valid license from HP required for possession, use or copying. Consistent with FAR and , 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 Notice Copyright Hewlett-Packard Development Company, L.P. Trademark Notices 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. Citrix and XenDesktop are registered trademarks of Citrix Systems, Inc. and/or one more of its subsidiaries, and may be registered in the United States Patent and Trademark Office and in other countries. Intel, Itanium and Intel Xeon are trademarks of Intel Corporation in the U.S. and other countries Google Inc. All rights reserved. Chrome is a trademark of Google Inc. HP Insight Remote Support 7.4: Upgrade Guide Page 2 of 26

3 Contents Contents 3 Preface 5 Document purpose and audience 5 Product overview 5 Related documents 6 Document revision history 6 Sign up to receive Insight Remote Support communications 7 HP support information 7 We appreciate your feedback! 7 Chapter 1: Upgrade overview 8 Choosing to upgrade Insight Remote Support 8 Upgrading Insight Remote Support versions 9 Chapter 2: Upgrading Insight Remote Support 7.x 10 Best practices before upgrade 10 Upgrade using Software Updates 10 Upgrade using the Software Depot 11 Insight RS 7.x upgrade known issues 12 HPRSMain service fails to start after upgrade 12 Suggested action 12 Chapter 3: Upgrading Insight Remote Support Advanced 14 Evaluate environment for upgrade 14 Upgrade pre-work 15 In-place upgrade of Insight RSA versions 5.7 and later 16 Enable and configure the SIM Adapter, if desired 18 HP SIM Adapter best practices 18 Upgrades that require a fresh install 19 When to use the feature 20 Prerequisites 20 Insight RSA v5 20 Insight RS v7 20 HP Insight Remote Support 7.4: Upgrade Guide Page 3 of 26

4 Contents Export Insight RSA v5 device data 21 Import Insight RSA v5 device data to Insight RS v7 environment 21 Uninstall the v5 environment 22 Insight RSA to Insight RS upgrade known issues 22 Incorrect time zone for sites 22 Chapter 4: Upgrading Insight Remote Support Standard 23 Upgrading Insight RSS versions 5.6 and later 24 Upgrading Insight RSS versions prior to Insight RSS to Insight RS upgrade known issues 25 Incorrect Preferred Language for Contacts 25 Chapter 5: Rolling back the upgrade from 7.x to 5.x 26 HP Insight Remote Support 7.4: Upgrade Guide Page 4 of 26

5 Preface Document purpose and audience This document provides the necessary information to upgrade Insight Remote Support (RS) from version 5.x and previous versions of 7.x to version 7.4. This document is intended for HP's Business Customers, HP Business Partners, and HP Account teams. This document is intended to guide both HP Customers and HP Support Personnel through the upgrade of Insight Remote Support. Product overview Insight RS is a software solution that enables reactive and proactive remote support to improve the availability of supported servers, storage systems, and other devices in your data center. Insight RS relies on several HP components and communication between various software applications within the customer enterprise and between the customer enterprise and HP to deliver support services. Software components may be installed on the Hosting Device or on monitored devices depending on their purpose. Insight RS can be used on its own or can be integrated with HP Systems Insight Manager (SIM). For more information about Insight RS, go to: Important: To configure Insight RS correctly, it is essential that you read this document thoroughly before proceeding with the installation of Insight RS. HP Insight Remote Support 7.4: Upgrade Guide Page 5 of 26

6 Preface Related documents For additional Insight RS documentation, go to: HP Insight Remote Support Release Notes This document provides product details and information about which monitored devices and Hosting Devices are supported for use with the Insight RS solution. HP Insight Remote Support Quick Installation Guide This document provides a checklist for installing and configuring Insight RS. HP Insight Remote Support Installation and Configuration Guide This document provides detailed information about installing and configuring Insight RS. HP Insight Remote Support Monitored Devices Configuration Guide This document provides information to configure the devices that will be monitored by Insight RS. HP Insight Remote Support Security White Paper This document provides an overview of the security features available in Insight RS. HP Insight Remote Support Upgrade Guide This document provides information about upgrading Insight RS to version 7.4. HP Insight Online Getting Started Guide This document provides information about the prerequisites for using HP Insight Online, and explains how to use Insight Online to manage your company s HP devices, contracts and warranties. Document revision history Edition Software Version Publication Date Change Summary February 2016 Added that PA-RISC versions of HPE 9000 SD- A and SD-B servers are not supported October 2015 Updated Insight RSA upgrade procedure to make clear the SIM Adapter is optional August 2015 Initial release. HP Insight Remote Support 7.4: Upgrade Guide Page 6 of 26

7 Preface Sign up to receive Insight Remote Support communications The HP Insight Remote Support product team uses HP s Support Communication process to communicate important news such as Engineering Advisories, Customer Advisories, Engineering Notices, and Customer Notices. To sign up to receive Support Communications using HP Subscribers Choice, go to: When you subscribe, search for Insight Remote Support. HP support information HP recommends you consult the Insight RS documentation to resolve issues. The documentation is designed to guide you through a successful installation and configuration. However, if you need further support for Insight RS, help is available through HP's local Response Centers. For contact details, go to: Before contacting support, you can check if your issue has a solution available. Note that a valid contract and HP Passport log on is required to view issue solution documents. To view Insight RS issue solutions, complete the following steps: 1. Go to and browse to Support Support & troubleshooting. 2. On the Troubleshooting tab, click See All to browse all product categories. 3. In the Enter product name/number field, type Insight Remote Support and click the search icon. 4. In the search results, click HP Insight Remote Support Next Gen Software. 5. On the Top issues & solutions tab, click View all to see the solutions. We appreciate your feedback! If you have comments about this document, you can contact the documentation team by . If an client is configured on this system, click the link above and an window opens with the following information in the subject line: Feedback on Insight Remote Support 7.4 Upgrade Guide Just add your feedback to the and click send. If no client is available, copy the information above to a new message in a web mail client, and send your feedback to techdocs_feedback@hp.com. HP Insight Remote Support 7.4: Upgrade Guide Page 7 of 26

8 Chapter 1: Upgrade overview This chapter is an overview on upgrading HP Insight Remote Support (RS) to the new 7.4 version. Choosing to upgrade Insight Remote Support Insight Remote Support 7.4 replaces all of the capabilities and product coverage found in HP Insight Remote Support Standard. Additionally, Insight RS 7.4 can also be used as an alternative to Insight Remote Support Advanced with the exceptions listed in the table below. Existing Insight Remote Support Advanced customers should note that 7.4 does not include support for the Mission Critical devices. The following devices and functionality were supported in 5.x versions of Insight RS, but are not supported in version 7.4: Table 1.1 Insight RS 5.x functionality not available in Insight RS 7.4 Functionality Details Hosting Device All Microsoft Windows 2003 operating system versions will not be supported on any Insight RS 7.x versions. Products that will not be supported by any 7.x version Mission Critical Service Delivery (Insight RSA only) HP Enterprise Secure Key Manager HP Secure Key Manager HP Dynamic Smart Cooling HP SAN Virtualization Services Platform HP Modular Array HP Enterprise Modular Array HP Raid Array HP Enterprise Storage Array M-series Switches (McData) Carrier-grade Servers (cx2620, cc3310) HP 9000 rp2400 series (A-Class), rp5400 series (L-Class), and D,K,R,T,V (Class) servers PA-RISC versions of HPE 9000 SD-A and SD-B servers HP Neoview Systems IBM AIX servers Sun Solaris servers Capabilities to deliver the following mission critical services: HP-UX System Health Check assessments (not available within Insight RS 7.x, but available as a standalone client) TAM-S and CCMon Services Unreachable Device Notification HP Insight Remote Support 7.4: Upgrade Guide Page 8 of 26

9 Chapter 1: Upgrade overview Upgrading Insight Remote Support versions Upgrading from previous versions of Insight Remote Support to version 7.4 works entirely through the installer. The Insight Remote Support 7.4 installer detects your previous version of Insight Remote Support, upgrades the version and migrates the configuration data. For more information on Insight Remote Support installation and configuration, refer to the HP Insight Remote Support Installation and Configuration Guide. The following versions are supported for upgrading to 7.4: Insight Remote Support and later Insight Remote Support Advanced (RSA) version 5.7 and later Customers with Insight RSA version 5.6 or earlier must do a fresh install to upgrade to Insight RS 7.4. Insight Remote Support Standard (RSS) version 5.6 and later Insight RSS versions prior to 5.6 cannot be upgraded and require a complete reinstall to upgrade to Insight RS version 7.4. On upgrade, the following steps occur: The installer exports Insight Remote Support 5.x configuration data and triggers Insight Remote Support 7.4 to import data. The installer shuts down and disables Insight Remote Support 5.x, but leaves the software in place. HP Insight Remote Support 7.4: Upgrade Guide Page 9 of 26

10 Chapter 2: Upgrading Insight Remote Support 7.x Insight RS and later can be upgraded to version 7.4 using one of the following methods: Using the Software Updates tool in the Insight RS Console. Downloading 7.4 installer from the HP Software Depot. Important: Insight RS 7.3 supports 64-bit hardware and operating systems only. If you are upgrading from a 32-bit Hosting Device, you must upgrade your hardware and OS to 64-bit or the Insight RS installer prerequisite check will reject the OS as unsuitable. Important: Upgrading by uninstalling a previous version of Insight RS 7.x and then installing the latest version is not a supported method to upgrade Insight RS. When the 7.x software is uninstalled, residual data is left behind in case the same version is going to be re-installed, and mismatches in this data can cause Insight RS to shut down some processes. Upgrade using one of the supported methods below. Best practices before upgrade Complete the following steps before you attempt to upgrade Insight RS: Make sure your remote support eligible devices are up-to-date in the Insight RS Console, including: credentials, contact, and site information. Also be sure to remove any non-existent devices from the Insight RS Console. Reboot your Hosting Device to apply any pending Microsoft updates Backup your Insight RS data with the following command: rsadmin backup now Export your device information with the following command: rsadmin unload -file C:\[filepath] \[filename].csv Important: If you use any process monitoring tools to monitor the status of the HPRS services on the Insight RS Hosting Device, HPE recommends you pause the monitoring of HPRS services before installing or upgrading Insight RS. If left enabled, the monitoring tool may restart the HPRS services before the install or upgrade completes, resulting in a corrupted Insight RS install. Upgrade using Software Updates The 7.4 upgrade package is available in the Software Updates screen of the Insight RS Console. If using HP SIM, Insight RS supports versions through 7.5. HP recommends upgrading to the latest supported HP SIM version. When upgrading from Software Updates, you will not be warned if you are HP Insight Remote Support 7.4: Upgrade Guide Page 10 of 26

11 Chapter 2: Upgrading Insight Remote Support 7.x using an unsupported version of HP SIM. The installer will disable and uninstall the SIM Adapter, and you will need to reinstall and re-enable the SIM Adapter after installing a supported version of HP SIM. To upgrade Insight RS from Software Updates, complete the following steps: 1. If using a version of HP SIM prior to 7.2.2, upgrade to the latest supported version of HP SIM. If you do not install a supported version of SIM first, the SIM Adapter will be uninstalled and disabled as part of the upgrade, and you will need to install and enable the SIM Adapter after installing a supported version of HP SIM. 2. In the Insight RS Console, navigate to Administrator Settings Software Updates and install the upgrade package. 3. If you did not upgrade HP SIM first, upgrade SIM to a supported version, then install and enable the SIM Adapter. Important: When upgrading to Insight RS 7.4, the upgrade may appear to be completed when it is not. The upgrade process disables the user interface during the upgrade, but the user interface is re-enabled before the upgrade completes, and the user interface cannot be accessed beyond the login screen. When the version number appears on the login screen, the upgrade is finished. The upgrade takes approximately 10 minutes to complete, but varies depending on how many devices you are monitoring. Upgrade using the Software Depot The Insight RS 7.4 installer is available for download from the HP Software Depot and can be used to upgrade versions and later. If using HP SIM, Insight RS supports versions through 7.5. HP recommends upgrading to the latest supported HP SIM version. To upgrade to Insight RS 7.4 using the Software Depot package, complete the following steps: 1. If using a version of HP SIM prior to 7.2.2, upgrade to the latest supported version of HP SIM. If you do not install a supported version of SIM first, the installer performs a prerequisite check before installing Insight RS 7.4, and if an unsupported version of SIM is installed, then you need to cancel the upgrade and install a supported version of SIM first. 2. Obtain the Insight RS 7.4 software from the HP Software Depot at: productnumber=remotesupport. 3. Run the installer to upgrade to version 7.4. Right-click on the installer, and choose Run as administrator. A prerequisite check runs as part of the Insight RS installer. The installer checks if your Hosting Device meets the prerequisites, whether version 7.4 supports all of your device types and number of devices, and, if applicable, whether your version of SIM is supported. If you are missing any of the prerequisites, stop the installer, fix the issue, and restart the installer. If the failure is non-critical, confirm that you understand the warning and want to continue with the upgrade. HP Insight Remote Support 7.4: Upgrade Guide Page 11 of 26

12 Chapter 2: Upgrading Insight Remote Support 7.x If you want to take advantage of Insight RS 7.4's support for monitored devices running Windows Server 2012, you need to ensure that the WMI Mapper is updated to version or later. This version of WMI Mapper is included in recent HP SIM distributions, and it is also available as a package which can be installed from the Insight RS Software Updates screen. To make sure you have a supported version of WMI Mapper, complete the following steps: 1. To verify the installed version of WMI Mapper, navigate to Start Control Panel Programs and Features. Check the Installed column for the package Pegasus WMI Mapper. If version or later is installed, no further action is required. If or later is not installed, proceed to the next step. 2. To install or upgrade WMI Mapper from the Insight RS Console: a. Log on to the Insight RS Console. b. In the Insight RS Console, navigate to Administrator Settings Software Updates. c. Select the WMI Mapper package in the table. d. Select the Available Version tab below the table, and then click Install. Note that the Insight RS service will be stopped during and restarted after the WMI Mapper installation, so the web interface will indicate the need to log out. Insight RS 7.x upgrade known issues HPRSMain service fails to start after upgrade After Insight RS has been upgraded successfully, after the next reboot the HPRSMain service fails to start. The upgrade process may request the reboot or HPRSMain can fail to start after the first reboot after an upgrade. Suggested action 1. Open the Control Panel, and navigate to Programs and Features. Note what version of Insight RS is installed to verify that the correct version is listed. 2. In Windows Explorer, navigate to the directory where the Insight RS installer file was downloaded. If Software Updates was used in the upgrade, the kit is located at %HP_RS_DATA%SWM\LANDINGZONE. 3. Rename the file from.exe to.zip. 4. Right-click on the.zip file and select Extract all. Select a directory or use the default. 5. Open a Command Prompt as Administrator and navigate to the extraction directory. 6. Run the following command to repair the installation: msiexec /f hprs7kit.msi /lv "%HP_RS_LOG%\hprs_recovery.log" 7. This process may continue without interruption, but it is possible that the below dialog will appear. If it does, then provide the path where you extracted the.zip in step 4. HP Insight Remote Support 7.4: Upgrade Guide Page 12 of 26

13 Chapter 2: Upgrading Insight Remote Support 7.x 8. If you want to view the recovery log file, once the repair operation completes, open a Windows Explorer window and enter %HP_RS_LOG% in the address bar. Sort the files by date modified, and you should see the recovery log file near the top. 9. Delete the following to clean up disk space: a. The original hprs_recovery.log file from %HP_RS_LOG% b. The entire directory where you unpacked the.exe in step 4. The recovery operation is complete. HP Insight Remote Support 7.4: Upgrade Guide Page 13 of 26

14 Chapter 3: Upgrading Insight Remote Support Advanced You can upgrade to version 7.4 of Insight Remote Support from Insight RSA versions 5.7 and later. These versions of Insight Remote Support will upgrade without any user interaction, but older versions of Insight Remote Support will require you complete a fresh install of Insight RS. If you use HP SIM you can also upgrade to Insight Remote Support 7.4, but will need to ensure that you first upgrade HP SIM to version through 7.5. This ensures that HP SIM and Insight Remote Support can communicate with each other. Evaluate environment for upgrade Insight RS 7.4 does not support the certain devices and features. Before you upgrade, evaluate if your environment requires support for the following features: Table 3.1 Insight RS 5.x functionality not available in Insight RS 7.4 Functionality Details Hosting Device All Microsoft Windows 2003 operating system versions will not be supported on any Insight RS 7.x versions. Products that will not be supported by any 7.x version Mission Critical Service Delivery (Insight RSA only) HP Enterprise Secure Key Manager HP Secure Key Manager HP Dynamic Smart Cooling HP SAN Virtualization Services Platform HP Modular Array HP Enterprise Modular Array HP Raid Array HP Enterprise Storage Array M-series Switches (McData) Carrier-grade Servers (cx2620, cc3310) HP 9000 rp2400 series (A-Class), rp5400 series (L-Class), and D,K,R,T,V (Class) servers PA-RISC versions of HPE 9000 SD-A and SD-B servers HP Neoview Systems IBM AIX servers Sun Solaris servers Capabilities to deliver the following mission critical services: HP-UX System Health Check assessments (not available within Insight RS 7.x, but available as a standalone client) TAM-S and CCMon Services Unreachable Device Notification HP Insight Remote Support 7.4: Upgrade Guide Page 14 of 26

15 Chapter 3: Upgrading Insight Remote Support Advanced Use the following table to determine the type of upgrade you must perform. If you answer No to any of the below questions, you cannot do an in-place upgrade and must do a fresh installation to Insight RS 7.4. You can migrate your device data from Insight RSA v5 using the procedure in "Upgrades that require a fresh install" on page 19. Table 3.2 Environment evaluation checklist Requirement Yes or No? Does your CMS/Hosting Device meet the hardware requirements for Insight RS 7.4? For Hosting Device requirements, see the HP Insight Remote Support Release Notes. Does your CMS/Hosting Device meet the disk space and memory requirements for Insight RS 7.4? For Hosting Device requirements, see the HP Insight Remote Support Release Notes. Is your CMS/Hosting Device running a supported OS, Windows Server bit or later? If your CMS/Hosting Device is running Windows Server 2003 or a 32-bit version of Windows Server 2008, you will need to upgrade your OS and complete a fresh install of Insight RS. Is your version of Insight RSA version 5.7 or later? Are all of your devices supported on Insight RS 7.4? Upgrade pre-work Complete the following steps before you attempt to upgrade Insight RS: Table 3.3 Upgrade pre-work checklist Requirement Completed? Are the required ports open on the Hosting Device? For required ports, see the HP Insight Remote Support Installation and Configuration Guide. Important: TCP/IP port 7905 needs to be opened for Insight Remote Support 7.4 to communicate with monitored devices that use WBEM/WMI. Insight RSS and RSA use TCP/IP port 7906 to communicate from the monitored devices to the Hosting Device/Central Management Server. Insight Remote Support 7.4 now uses port 7906 for the Insight RS Console and when using the Onboard Administrator and HP ProLiant Gen8 ilo 4 embedded Insight Remote Support capabilities. Insight Remote Support 7.4 uses port 7905 to communicate with monitored devices that use WBEM/WMI, such as HP-UX, Linux and Windows servers. If you secured port 7905 when using Insight RSS or RSA, you must now make sure TCP/IP port 7905 is open on your monitored devices, the Hosting Device and any firewalls between the two. For more information about specific port settings, see the HP Insight Remote Support Security White Paper. Make sure your remote support eligible devices are up-to-date in HP SIM, including: credentials, contact, and site information. Also be sure to remove any non-existent devices from HP SIM. HP Insight Remote Support 7.4: Upgrade Guide Page 15 of 26

16 Chapter 3: Upgrading Insight Remote Support Advanced Table 3.3 Upgrade pre-work checklist, continued Requirement Completed? Export your device information with the following command: C:\Program Files (x86) \HP\RemoteSupport\bin\batchUpload.exe /export c:\temp\batch_systems.csv Are you running HP SIM version or later? If you are using a version of SIM older than you need to upgrade to version or later before the upgrade. Important: Insight Remote Support 7.4 only supports SIM through 7.5. If a version of HP SIM prior to is installed, the Insight RS installer fails with a message that you must first upgrade HP SIM. Make sure that you upgrade to HP SIM through 7.5 before you upgrade Insight Remote Support to 7.4. Do you want to integrate your 7.x implementation with HP Insight Online or the HPSC Mobile App? Reboot your Hosting Device to apply any pending Microsoft updates. Is SNMP Trap Service Startup Type set to Automatic? For the upgrade to properly separate Insight RSA 5.x from HP SIM, the user must also have administrative rights in HP SIM. In HP SIM, navigate to Options Security Users and Authorizations and select the Authorizations tab to verify that the user is an administrator in HP SIM. If you install as Administrator, the upgrade will work correctly. However, if you want to install Insight RS 7.4 as another Windows Administrator user, you need to add that user to HP SIM: 1. In HP SIM, navigate to Options Security Users and Authorizations and click the Users tab. 2. Click New. 3. In the New User section, add the Sign-in name that you want to use to install Insight RS. Note that you can also select an existing user and copy that user's rights in the Copy all authorizations of this user drop-down list. 4. Click Ok and select the Authorizations tab to verify the user was added. Note: This restriction is only required when Insight RS 7.4 is upgrading from Insight RSA 5.x, or when reverting from Insight RS 7.4 back to Insight RSA 5.x. It is not a run-time requirement for Insight RS 7.4. If you use any process monitoring tools to monitor the status of the HPRS services on the Insight RS Hosting Device, HPE recommends you pause the monitoring of HPRS services before installing or upgrading Insight RS. If left enabled, the monitoring tool may restart the HPRS services before the install or upgrade completes, resulting in a corrupted Insight RS install. In-place upgrade of Insight RSA versions 5.7 and later An in-place upgrade is one in which you can install Insight RS 7.x on the same host as Insight RSA 5.x. This can be done if the 5.x CMS meets all of the system requirements necessary for Insight RS 7.x. HP Insight Remote Support 7.4: Upgrade Guide Page 16 of 26

17 Chapter 3: Upgrading Insight Remote Support Advanced Important: HP strongly recommends that you install Insight RS as an administrative user. To upgrade from Insight RSA versions 5.7 and later, complete the following steps: Note: If you are using HP SIM with Insight Remote Support, make sure that HP SIM through 7.5 is installed or upgraded before upgrading to Insight Remote Support If using HP SIM, make sure version through 7.5 is installed. If it is not, upgrade HP SIM to a supported version. Important: When upgrading to Insight Remote Support 7.4 and you are also upgrading HP SIM, make sure you install or upgrade to HP SIM through 7.5 before you upgrade Insight Remote Support to Obtain the Insight RS 7.4 software from the HP Software Depot at: productnumber=remotesupport. 3. Run the installer to upgrade Insight RSA 5.x to Insight Remote Support 7.4. Right-click on the installer, and choose Run as administrator. A prerequisite check runs as part of the Insight RS installer. The installer checks if your Hosting Device meets the prerequisites, whether your version of Insight RSA can be directly upgraded, whether version 7.4 supports all of your device types and number of devices, and, if applicable, whether your version of HP SIM is supported. If you are missing any of the prerequisites, stop the installer, fix the issue, and restart the installer. If the failure is non-critical, confirm that you understand the warning and want to continue with the upgrade. Important: Insight RS 7.4 requires Microsoft Visual C Runtime and Microsoft Visual C Runtime. If they are not already installed on your 5.x server, Insight RS installs them and reboots the server without warning. After reboot, the Insight RS installer does not continue and you must restart the installer. You can prevent the reboot and manual restart of the installer by installing the runtimes prior to executing the Insight RS installer. The runtimes are available from the Internet or you can manually run the Visual C++ Runtime installer files bundled with the Insight RS installer. Important: After completing the upgrade, the Setup Wizards do not appear like during a normal install. Insight RS uses the settings from your previous version. You can update the settings elsewhere in the Insight RS Console if necessary. If you need to access the wizards again, use the following URL: fqdn>:7906/remotesupport/command/viewwizards/. HP Insight Remote Support 7.4: Upgrade Guide Page 17 of 26

18 Chapter 3: Upgrading Insight Remote Support Advanced Enable and configure the SIM Adapter, if desired If you want to send service events from Insight RS to SIM, you must enable and configure the SIM Adapter. Note that SIM is not required with Insight RS 7.x. To enable the HP SIM Adapter, complete the following steps: 1. In the Insight RS Console main menu, select Administrator Settings. 2. Click the Integration Adapters tab. 3. Click the HP SIM Adapter heading to expand the HP SIM Adapter pane. 4. Select the Enable HP SIM Adapter check box. 5. To configure the SIM Adapter, follow the recommendations in the next section "HP SIM Adapter best practices" below. HP SIM Adapter best practices In large environments, configuring the HP SIM Adapter to synchronize devices and credentials can cause an overload condition on the Insight RS Hosting Device. This condition is caused by numerous credentials retrieved from SIM, which can be duplicated or invalid for some devices. These credentials are then applied to every device during the Insight RS discovery process. As a result the Insight RS Hosting Device may appear as hung or stalled and CPU utilization can reach 100%. To avoid this condition HP recommends using the following best practices when implementing the SIM Adapter: To configure the HP SIM Adapter, complete the following steps: 1. Install Insight RS 7.x or upgrade if Insight Remote Support Advanced (RSA) 5.x is already running. If upgrading, the Insight RS 7.x install process disables Insight RSA. Do not uninstall Insight RSA 5.x yet. 2. In the Insight RS Console, on the Customer Information Named Credentials tab, manually create all named credentials for your environment. 3. On the Discovery Credentials tab, manually add the appropriate Named Credentials to their associated device protocols. 4. On the Administrator Settings Integration Adapters tab, enable the HP SIM Adapter and provide the HP SIM credentials, but do not select any options from the options menu at this time. Click Save Adapter Settings, and your credentials will be validated. If this step fails, repeat until your credentials succeed. 5. Perform a manual device synchronization from HP SIM: a. Select Enable HP SIM Adapter and provide SIM credentials. Click Save Adapter Settings to initiate communication with HP SIM. b. Select Automatically sync new/deleted devices from HP SIM. Click Save Adapter Settings. Do not clear Automatically sync new/deleted devices from HP SIM at this time. Important: HP does not recommend using the sync option in the SIM Adapter. HP Insight Remote Support 7.4: Upgrade Guide Page 18 of 26

19 Chapter 3: Upgrading Insight Remote Support Advanced c. Open a command prompt on the Hosting Device, and execute the following command: hpsim restart Wait for HP SIM to completely start. d. Select Perform Manual Device Synchronization and select either All devices from HP SIM or Single device from HP SIM. HP recommends to not select Include Credentials, but you must manually create Discovery credentials in the Insight RS Console before executing this step. e. Click Save Adapter Settings. This initiates a synchronization of devices. The synchronization may take an extended period of time based on whether All devices from HP SIM or Single device from HP SIM was selected. f. After devices have been imported into Insight RS, clear both Automatically sync new/deleted devices from HP SIM and Perform Manual Device Synchronization. Click Save Adapter Settings. Clearing these options will improve performance by stopping the web service used by Insight RS to receive device and credential updates from HP SIM. It will not affect syncing of service events between Insight RS and HP SIM. 6. Device synchronization retrieves all devices from SIM, not just those that are eligible for Remote Support. You will need to perform a cleanup of unsupported devices after the synchronization completes. Once the synchronization is complete, on the Devices screen, delete unsupported devices from the Insight RS Console. 7. If desired, now enable the Forward service events to HP SIM option in the SIM Adapter. HP recommends leaving only this option enabled in the SIM Adapter. 8. Disable the Automatically sync new/deleted devices from HP SIM option. Do not re-enable this option without completing all of the steps in Step 5. After the above steps are completed, credentials and devices need to be managed separately between Insight RS 7.x and SIM. After the environment is determined to be stable, and all devices confirmed to be monitored as desired, Insight RSA 5.x can be uninstalled. Please note that unlike Insight RSA, SIM is not required when using Insight RS 7.x. Upgrades that require a fresh install This section explains how to export Insight RSA v5 device data and import it into an Insight RS v7 installation using the rsadmin command. Perform this upgrade type when the Insight RSA CMS does not meet the system requirements necessary for Insight RS 7.4. Therefore, 7.x cannot be installed on the same host as Insight RSA 5.x. Follow the normal Insight RS v7 installation procedure before using the below steps to import your device data from Insight RSA v5. For more information, see the HP Insight Remote Support Installation and Configuration Guide. Note: Once Insight RS v7 is installed and you have imported the information from Insight RSA v5, you must uninstall Insight RSA v5 from the original CMS to avoid duplicate reporting of events and data. HP Insight Remote Support 7.4: Upgrade Guide Page 19 of 26

20 Chapter 3: Upgrading Insight Remote Support Advanced Note: HP recommends the standard v5 to v7 upgrade path whenever possible. When to use the feature Users that are currently on an Insight RSA v5.7 or v5.8 and need to update to Insight RS 7.4, but are on: A 32-bit machine An unsupported operating system, such as Windows 2003 A server that doesn t meet the minimum requirements for Insight RS 7.4 To migrate device data from the Insight RSA v5 system to the Insight RS v7 system: Contacts Sites Devices Credentials Contract information (SAID, etc.) Information not migrated: SMTP setting Notification settings Open events or event history Collection history Partner IDs Prerequisites Insight RSA v5 Insight RSA v5 should be already installed and configured. Make certain that the v5 environment is clean: up-to-date device credentials, non-existent devices removed from Insight RSA v5.x, up-to-date contact and site information. Insight RS v7 Insight RS v7.4 should be already installed and configured on the new Hosting Device. Register the Insight RS 7.4 Hosting Device with the HP Data Center through the Hosting Device Configuration Wizard. Administrator privilege is required to run rsadmin command in Insight RS v7 environment. HP Insight Remote Support 7.4: Upgrade Guide Page 20 of 26

21 Chapter 3: Upgrading Insight Remote Support Advanced Export Insight RSA v5 device data To export device data from Insight RSA v5, complete the following steps: 1. On the v5 CMS, navigate to Start All Programs Hewlett-Packard service tools System Event Analyzer. 2. Logon with the user name your_initials-adv. The System Event Analyzer (SEA) appears. 3. In SEA, click the Managed Entities icon on the top. This opens a page with all the devices. 4. Click Export at the bottom of the page. This will open up a new page indicating the files and the path where the data was exported. Note: The default export directory is C:\Program Files (x86) \HP\svctools\specific\desta\data\managedentities. 5. Copy entities.dat from C:\Program Files (x86)\hp\svctools\specific\desta\data\ and paste to the export directory. 6. Make sure the export directory has all the required files : entities.dat, ManagedContacts.xml, ManagedEntities.xml, ManagedProtocols.xml, ManagedSites.xml, and RSC.xml. 7. Share or copy the directory to your Insight RS v7 Hosting Device. Exporting data from Insight RSA v5 is complete. Import Insight RSA v5 device data to Insight RS v7 environment To import device data from Insight RSA v5, complete the following steps: 1. Copy the files exported from your Insight RSA v5 installation to a local folder on the Insight RS v7 Hosting Device. 2. On the Insight RS v7 Hosting Device, run the command below in a command prompt: > rsadmin v5import -dir <directory_path_of_exported_data> Expected output: Starting v5 Import process. <number_of_devices> Devices Imported, Running Discovery. Discovery process started. Note: The output shows the number of devices before discovery. Additional devices, such as ilos, may be found during discovery. 3. After the import, use the Insight RS v7 user interface to make sure all the mandatory fields are filled and correct, such as contacts and sites. HP Insight Remote Support 7.4: Upgrade Guide Page 21 of 26

22 Chapter 3: Upgrading Insight Remote Support Advanced Uninstall the v5 environment Prior to uninstalling your Insight RSA v5 software, please execute: > cd c:\program Files (x86)\hp\remotesupport\bin > batchupload.exe /export <filename> Save the exported file. This file is needed if the v5 software needs to be re-installed. Before uninstalling Insight RSA v5, HP recommends you backup your SIM data. For details, see Backing up and restoring HP Systems Insight Manager 7.x or greater data files in a Windows environment at To remove the Insight RSA v5.x programs, navigate to the control panel and in the Programs and Features section, select HP Insight Remote Control program. Important: Make sure you uninstall Insight RSA v5 first, if you also choose to uninstall SIM. Insight RSA to Insight RS upgrade known issues Incorrect time zone for sites After upgrading from Insight RSA 5.x to Insight RS 7.4, the Time Zone for Sites may be incorrect. After the upgrade, check all of the Sites (Company Information Sites) you have configured and update the Time Zone for any that are incorrect. HP Insight Remote Support 7.4: Upgrade Guide Page 22 of 26

23 Chapter 4: Upgrading Insight Remote Support Standard HP Insight Remote Support 7.x software replaces all versions of Insight Remote Support Standard. This new technology leverages the benefits and product coverage from HP Insight Remote Support Standard but with a new and improved architecture. You will benefit from: Improved visibility of the monitoring health of all of your devices Scalable to support up to 3,500 devices Improved embedded software update and intelligent analysis modules Easy configuration of hardware devices with new automatic grouping New local notification capabilities New optional integration into HP Systems Insight Manager or later Automatic web portal visibility of your personalized IT through HP Insight Online, a new capability of HP Support Center Note: The upgrade process saves all your contact and configuration information so you will not need to reconfigure the same information. The Insight RS 7.x installer automatically checks prerequisites, and it is important that any warnings are read carefully before proceeding, if appropriate. You can upgrade to version 7.4 of Insight Remote Support from Insight RSS versions 5.6 and 5.7. These versions of Insight Remote Support will upgrade without any user interaction, but older versions of Insight Remote Support will require you to first upgrade to the most recent version before upgrading to version 7.4. Important: TCP/IP port 7905 needs to be opened for Insight Remote Support 7.4 to communicate with monitored devices that use WBEM/WMI. Insight RSS and RSA use TCP/IP port 7906 to communicate from the monitored devices to the Hosting Device/Central Management Server. Insight Remote Support 7.4 now uses port 7906 for the Insight RS Console and when using the Onboard Administrator and HP ProLiant Gen8 ilo 4 embedded Insight Remote Support capabilities. Insight Remote Support 7.4 uses port 7905 to communicate with monitored devices that use WBEM/WMI, such as HP-UX, Linux and Windows servers. If you secured port 7905 when using Insight RSS or RSA, you must now make sure TCP/IP port 7905 is open on your monitored devices, the Hosting Device and any firewalls between the two. For more information about specific port settings, see the HP Insight Remote Support Security White Paper. HP Insight Remote Support 7.4: Upgrade Guide Page 23 of 26

24 Chapter 4: Upgrading Insight Remote Support Standard Use the following table to determine what section to use for your upgrade: Table 4.1 Insight Remote Support Standard upgrade scenarios IF Insight RS Version is... THEN or later Directly upgrade to 7.4. See "Upgrading Insight RSS versions 5.6 and later" on the next page. Prior to 5.60 Upgrade to 7.4 is not supported. See "Upgrading Insight RSS versions prior to 5.6" below. Upgrading Insight RSS versions 5.6 and later Important: HP strongly recommends that you install Insight RS as an administrative user. To upgrade from Insight RSS versions 5.6 and later, complete the following steps: 1. Obtain the Insight RS 7.4 software from the HP Software Depot at: productnumber=remotesupport. 2. Run the installer to upgrade Insight RSS 5.x to Insight Remote Support 7.4. Right-click on the installer, and choose Run as administrator. A prerequisite check runs as part of the Insight RS installer. The installer checks if your Hosting Device meets the prerequisites, whether your version of Insight RSS can be directly upgraded, and whether version 7.4 supports all of your device types and number of devices. If you are missing any of the prerequisites, stop the installer, fix the issue, and restart the installer. If the failure is non-critical, confirm that you understand the warning and want to continue with the upgrade. Important: After completing the upgrade, the Setup Wizards do not appear like during a normal install. Insight RS uses the settings from your previous version. You can update the settings elsewhere in the Insight RS Console if necessary. If you need to access the wizards again, use the following URL: fqdn>:7906/remotesupport/command/viewwizards/. Upgrading Insight RSS versions prior to 5.6 If you are using a version of Insight RSS prior to version 5.6, you cannot directly upgrade and need to completely reinstall Insight RS. Because Insight RSS is no longer available from the HP Software Depot or through the Remote Support Software Manager (RSSWM), you cannot upgrade to a supported version of Insight RSS before then upgrading to Insight RS version 7.4. No configuration and history information can be retained from your installation of Insight RSS. Note: If you choose a manual software update strategy, make sure you update Insight RS HP Insight Remote Support 7.4: Upgrade Guide Page 24 of 26

25 Chapter 4: Upgrading Insight Remote Support Standard regularly to maintain support. Important: HP strongly recommends that you install Insight RS as an administrative user. To upgrade from Insight RSS versions prior to 5.6, complete the following steps: 1. Uninstall Insight RSS: a. Select the uninstall script at Start All Programs Hewlett-Packard Remote Support Software Manager Uninstall Remote Support Software Manager. b. When prompted, select Yes to remove both RSSWM and Insight RSS. A window appears showing the progress of the uninstall. When the uninstall completes, click Finish, and then reboot your computer. 2. Obtain the Insight Remote Support 7.4 software from the HP Software Depot at: productnumber=remotesupport. 3. Run the Insight RS 7.4 installer. Refer to the HP Insight Remote Support Installation and Configuration Guide for details about installing Insight RS 7.4. Important: After completing the upgrade, the Setup Wizards do not appear like during a normal install. Insight RS uses the settings from your previous version. You can update the settings elsewhere in the Insight RS Console if necessary. If you need to access the wizards again, use the following URL: fqdn>:7906/remotesupport/command/viewwizards/. Insight RSS to Insight RS upgrade known issues Incorrect Preferred Language for Contacts After upgrading from Insight RSS 5.x to Insight RS 7.4, the Preferred Language for Contacts may be incorrect. After the upgrade, check all of the Contacts (Company Information Contacts) you have configured and update the Preferred Language for any that are incorrect. HP Insight Remote Support 7.4: Upgrade Guide Page 25 of 26

26 Chapter 5: Rolling back the upgrade from 7.x to 5.x If you decide you want to go back to your previous 5.x version of Insight RS, you can roll back your upgrade to the 5.x version you used before the upgrade. Important: Rolling back to version 5.x does not roll back any data that was added to 7.4. The rollback will start 5.x in the state it was in when you performed the upgrade. To roll back to version 5.x of Insight RS, complete the following steps: 1. If you use HP Insight Online, disable your devices in the Insight RS Console so they no longer appear in the Insight Online dashboard. a. In a web browser, log on to the Insight RS Console. b. In the main menu, select Devices, and then click the Device Summary tab. c. Select the check box in the far left column for all devices. d. Click Actions Disable Selected, and click OK in the confirmation dialog box. e. Log on to HP Insight Online and verify that the devices have been removed before proceeding. 2. Uninstall Insight RS 7.4 from the Hosting Device. Navigate to Start Control Panel Programs and Features. Select HP Insight Remote Support, v7.x.x and click Uninstall. 3. Obtain the Insight RS7.4 software from the HP Software Depot at: productnumber=remotesupport. 4. Rename the hprs-7.x.x.exe file to hprs-7.x.x.exe.zip. This lets you manipulate the ZIP file directly with Windows Explorer. 5. Extract the files from the.exe.zip file into a directory. 6. Open a DOS window and navigate to the folder where you extracted the files. Inside this folder is a file named install_rs.bat. 7. Run the following command roll back to Insight Remote Support 5.x: install_rs.bat /revert. While the roll back process executes, the window will display feedback about tasks being performed. HP Insight Remote Support 7.4: Upgrade Guide Page 26 of 26