Diagnosing Failures
Although it may take several minutes for a successful transmission, an unsuccessful transmission
may hang at a step in the process and go no further. If the transmission does not complete and the last message
reported is Remote support request queued at hostname/tcpip address, the problem may be one of the
following:
- There is a request currently being serviced on the HMC or the Remote Connection queue on the HMC is currently on hold.
To determine if this is the problem:
- Logon to the HMC listed under hostname/tcpip address in the message.
- Go to Manage Remote Connections in the Service Management node.
- Determine if there is a request being serviced or if the queue is on hold. If the queue is in Hold status,
release the queue. If there are other requests that precede the call-home transmission in the queue, use discretion
in proceeding.
- If there are no problems with the Remote Connection queue, there may be a connectivity problem between the HMC and
your service provider. For more information, go to Diagnosing Failure in the Call Home Server.
Error Messages
An unsuccessfull problem transmission may contain the following messages:
Test cannot begin. No Call-Home server is available to handle Remote Support requests.
This is HMC is not configured as a call-home server and no other HMC is currently active and
configured such that it can handle a call home request at this time from this HMC. To correct this problem,
take one of the following steps:
- If you have not completed configuration of another HMC that you expect to be a call home server,
this is may be a temporary condition.
- If you have manually configured another HMC to be a call-home server you may have incorrectly specified
its address, or it may be unreachable in your network.
- If you have disabled the use of a discovered call-home server, you may wish to re-enable it.
Event authorization failure detected by service service.
Connectivity was established, but the HMC is not authorized for service.
Contact your service representative to authorize your machine for the appropriate service.
Remote Support request failed
Listed after this message is the reason for the failure. For example:
- Remote Support request failed, reason: Remote support call generated on server(hostname/ipaddress) failed at server
server (hostname/ipaddress). Reason: Phone dial failed.
- Remote Support request failed, reason: Remote support call generated on server (hostname/ipaddress) failed at server
server (hostname/ipaddress). Reason: Machine is not registered.
The first error indicates an incorrect phone number. The second is received when the machine is not registered
with your service provider. Other reported errors will include the name and IP address of the
call-home server reporting the error. For more information on diagnosing a failed support request, go to
Diagnosing Failure in the Call-Home Server.
Redrive requested after failure at server server
Initial transmission of the request at the identified call-home server was unsuccessful. Another attempt at
transmission is made using another call-home server. It is recommended that you review the logs at the failing
call-home server to determine the cause of the failure.
Internal error
Contact your next level of support for problem resolution. Your support representative should collect the
/var/log/messages and the iqyylog.log files from the failing server.