Diagnosing Failure in the Call Home Server

Note: The call-home server that provides connectivity may be a different console than the HMC used to submit the test problem. First determine which HMC is actually used to provide connectivity. If connectivity was attempted, look at the hostname or tcpip address from this status panel entry:

Request starting transmission at hostname/tcpip address. This may take several minutes to complete.

Record this information and get the information required to logon as hscroot to the HMC listed under hostname/tcpip address above.

The steps below will aid in diagnosing problems with call home server configuration that can be found in the HMC Events log by using the Manage Outbound Connectivity task on the problematic server.

To further diagnose problems with call home server configuration:

  1. Logon to the HMC listed under hostname/tcpip address above.
  2. Go to the View HMC Events task in the HMC Management node.
  3. Locate the event that indicates the remote support call has been attempted:

    Starting remote support call date/time for console hostname/tcpip address Type: Problem Report: model_serial Problem Number: problem_number.

  4. If there is a problem listed, go to the Manage Outbound Connectivity task in the Service Management node.
  5. Select the tab for each connectivity method enabled and click Test to determine connectivity problems and receive diagnostic information. Diagnostic information for specific errors noted are available by clicking Help in the Manage Outbound Connectivity task.