Document Version Release Date Details 4 10/10/2018 Revised first two paragraphs of the Description section. 3 09/28/2018 Added IP addresses to the Resolution section. 2 05/18/2018 Significant edits to all sections. 1 01/23/2018 Original document release. HPE StoreOnce systems running software version 3.13.6 and earlier, 3.15.x, or 3.16.1 and earlier, that are configured for Phone Home remote support using STaTS may report a file transfer error due to the URLs from the Remote Support Call Home feature being migrated from the HP URL, remote3par.houston.hp.com, to the new URL, storage-support.glb.itcs.hpe.com, which aligns with Hewlett Packard Enterprise. HPE StoreOnce systems running software version 3.18.x and later now use the URL, midway.ext.hpe.com. This will also be automatically configured by the software upgrade. NOTE: Additionally, and regardless of which StoreOnce software version is installed, if firewall settings are configured to only allow certain URLs access outside of the site network, the transfer of Proactive Call Home events will fail if the firewall is not set to resolve the new HPE URL. Here is an example of this issue logged in the StoreOnce Customer Event Log: E01280000 [Remote Support file transfer failure occurred. Please check network connection and restart the Remote Support Agent using system restart remotesupport] NOTE: This reporting issue will not affect the performance of the StoreOnce system.
This issue affects the following HPE StoreOnce backup systems running software version 3.13.6 and earlier, 3.15.x or 3.16.1 and earlier: BB919A HPE StoreOnce 6600 120TB for 2nd and 4th Couplet BB918A HPE StoreOnce 6600 120TB for 1st Couplet BB918B HPE StoreOnce 6600 HIT 120TB for 1st Couplet BB920A HPE StoreOnce 6600 120TB for 3rd Couplet BB896A HPE StoreOnce 6500 Backup BB897A HPE StoreOnce 6500 120 TB Couplet BB900A HPE StoreOnce 6500 120TB for Extra Rack BB913A HPE StoreOnce 3100 8TB System BB914A HPE StoreOnce 3540 24TB System BB922A HPE StoreOnce 3520 12TB System BB915A HPE StoreOnce 5100 48TB Base System BB915B HPE StoreOnce 5100 HIT 48TB System BB917A HPE StoreOnce 5500 60TB System BB903A HPE StoreOnce 4900 Backup BB878A HPE StoreOnce 4500 24 TB Backup BB879A HP StoreOnce 4700 24 TB Backup BB877A HP StoreOnce 2700 Backup BB910A HP StoreOnce 2900 Backup This issue affects the following HPE StoreOnce backup systems running software version 3.13.6 and earlier: EJ022A HP StoreOnce B6200 Backup system BB852A HPE StoreOnce 2620 iSCSI Backup BB853A HPE StoreOnce 4210 iSCSI Backup BB854A HPE StoreOnce 4210 FC Backup BB855A HPE StoreOnce 4220 Backup BB856A HPE StoreOnce 4420 Backup BB857A HPE StoreOnce 4430 Backup EH983A HPE D2D4312 Backup System EH985A HPE StoreOnce D2D4324 Backup System EH993C HPE StoreOnce D2D4112 Backup System EH996A HPE D2D4106i Backup System EH996B HPE StoreOnce D2D4106i Backup System EH998B HPE StoreOnce D2D4106fc Backup System EJ001B HPE D2D2502i Backup System EJ001C HPE StoreOnce D2D2502i Backup System EJ002B HPE D2D2504i Backup System EJ002C HPE StoreOnce D2D2504i Backup System
Two steps are required to resolve this issue: Upgrade the StoreOnce system to one of these minimum versions currently available at hpe.com, all of which reflect the new HPE URL: 3.13.7 and later, or 3.16.2 and later, or 3.18.0 and later NOTE: HPE recommends that all StoreOnce systems be upgraded to the latest software version to benefit from all product improvements as well as ensure successful remote support connectivity. StoreOnce systems remaining on software versions older than those listed above may experience an increase in the Remote Support folder size due to an inability to transmit support information to HPE using the new HPE URL. This may also result in unexpected StoreOnce system interruptions, or the need to disable Remote Support (not recommended). If firewall settings are configured to only allow certain URLs access outside of the site network, confirm that those firewall settings are set for the new HPE URL, or else the transfer of Proactive Call Home events to HPE will still fail. External Firewall Requirements: The simplest way to configure your StoreOnce device for Remote Support is to enable all outbound traffic on port 443. This configuration will support the ability to transfer support files to HPE. The StoreOnce device itself is only configured to talk to known HPE sites with valid SSL certificates. All communications to HPE Remote Support are facilitated using Hypertext Transfer Protocol Secure (HTTPS) over TLS 1.2. This ensures all communications to Hewlett Packard Enterprise are protected from malicious hackers. The TLS 1.2 protocol uses public key cryptography and mutual client and server authentication to provide confidentiality, message integrity, and authentication for traffic passed over the Web. In the event that all outbound traffic on port 443 cannot be configured then the following IP addresses and Ports need to be opened. Network Requirement Secure Network Mode Outbound Connectivity Port 443 (https) to be opened (outbound) between StoreOnce IP and the following IP Addresses: 16.248.72.63 - storage-support1.itcs.hpe.com 16.250.72.82 - storage-support2.itcs.hpe.com 15.201.225.95 - remote3par1.houston.hp.com 15.240.56.190 - remote3par2.houston.hp.com 15.203.174.94 - s54t0109g.sdc.ext.hpe.com 15.203.174.95 - s54t0108g.sdc.ext.hpe.com 15.203.174.96 - s54t0107g.sdc.ext.hpe.com 15.211.158.65 - s79t0166g.sgp.ext.hpe.com 15.211.158.66 - s79t0165g.sgp.ext.hpe.com 15.241.48.100 - g9t6659g.houston.hpe.com 15.241.136.80 - g4t8660g.houston.hpe.com 2620:0:a13:100::105 - midway5v6.houston.hpe.com 2620:0:a12:100::106 - midway6v6.houston.hpe.com 2620:0:a13:100::108 - midway7v6.houston.hpe.com 2620:0:a13:100::109 - midway9v6.houston.hpe.com 2620:0:a12:100::109 - midway8v6.houston.hpe.com 15.241.48.251 - g9t7157g.houston.hpe.com 15.241.48.252 - g9t7158g.houston.hpe.com 15.241.136.208 - g4t9581g.houston.hpe.com Workaround Steps to disable Remote Support on StoreOnce Appliance: Log in to StoreOnce GUI using the default credentials (Admin|admin). Click Remote Support from the Navigator menu. Click the Modify button in the Remote Support page. Select the Advanced check box which expands to display Remote Support Level section. Choose No Support and click OK. A dialog box will pop up to get confirmation in order to proceed with disabling Remote Support. Click Yes . When you are prompted to provide the feedback for disabling Remote Support, choose the appropriate reason from the list of reasons for disabling Remote Support and click OK . Steps to disable Remote Data Collection on StoreOnce VSA: Log into the StoreOnce GUI using the default credentials (Admin|admin). Click Remote Data Collection from the Navigator menu. Click Modify in the Remote Data Collection page. Select the Advanced check box which expands to display Remote Data Collection Level section. Select No Support and click OK. A dialog box will pop up to get the confirmation from the customer in order to proceed with disabling the Remote Data Collection. Click Yes . When you are prompted to provide feedback for disabling Remote Data Collection, choose the appropriate reason from the list of reasons for disabling Remote Data Collection and click OK . NOTE: Products sold prior to the November 1, 2015 separation of Hewlett-Packard Company into Hewlett Packard Enterprise Company and HP Inc. may have older product names and model numbers that differ from current models. RECEIVE PROACTIVE UPDATES : Receive support alerts (such as Customer Advisories), as well as updates on drivers, software, firmware, and customer replaceable components, proactively in your e-mail through HPE Subscriber's Choice. Sign up for Subscriber's Choice at the following URL: Proactive Updates Subscription Form.