HPE Insight Remote Support Software Version: 7.6

Reference guide

Reference guide

Contents Preface ................................................................................................................................................................................................................................................................................................................................................................3

Document purpose and audience .......................................................................................................................................................................................................................................................................................3

Product overview ................................................................................................................................................................................................................................................................................................................................3

Related documents ...........................................................................................................................................................................................................................................................................................................................3

Document revision history ........................................................................................................................................................................................................................................................................................................ 4

Sign up to receive Insight Remote Support communications .................................................................................................................................................................................................................. 4

Support information ........................................................................................................................................................................................................................................................................................................................ 4 We appreciate your feedback! ............................................................................................................................................................................................................................................................................................... 4

Chapter 1: Upgrade overview ........................................................................................................................................................................................................................................................................................................ 5

Choosing to upgrade Insight Remote Support ...................................................................................................................................................................................................................................................... 5

Upgrading Insight Remote Support versions .......................................................................................................................................................................................................................................................... 5

Chapter 2: Upgrading Insight Remote Support 7.x ................................................................................................................................................................................................................................................... 6

Best practices before upgrade .............................................................................................................................................................................................................................................................................................. 6 Upgrade using Software Updates ...................................................................................................................................................................................................................................................................................... 6

Upgrade using the Software Depot .................................................................................................................................................................................................................................................................................. 7

Insight RS 7.x Upgrade known issues ............................................................................................................................................................................................................................................................................. 8

Chapter 3: Upgrading Insight Remote Support Advanced ................................................................................................................................................................................................................................ 9

Evaluate environment for upgrade ................................................................................................................................................................................................................................................................................... 9

Upgrade pre-work...........................................................................................................................................................................................................................................................................................................................10 In-place upgrade of Insight RSA versions 5.7 and later ................................................................................................................................................................................................................................. 11

Upgrades that require a fresh install ............................................................................................................................................................................................................................................................................. 12

Insight RSA to Insight RS upgrade known issues .............................................................................................................................................................................................................................................. 14

Chapter 4: Upgrading Insight Remote Support Standard ................................................................................................................................................................................................................................ 15

Upgrading Insight RSS versions 5.6 and later ....................................................................................................................................................................................................................................................... 16

Upgrading Insight RSS versions prior to 5.6 ........................................................................................................................................................................................................................................................... 16 Insight RSS to Insight RS upgrade known issues ............................................................................................................................................................................................................................................... 17

Chapter 5: Rolling back the upgrade from 7.x to 5.x .............................................................................................................................................................................................................................................. 17

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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 7.6.

This document is intended for HPE's Business Customers, HPE Business Partners, and HPE Account teams. This document is intended to guide both HPE Customers and HPE 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 HPE components and communication between various software applications within the customer enterprise and between the customer enterprise and Hewlett Packard Enterprise 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 HPE Systems Insight Manager (SIM).

For more information about Insight RS, go to: hpe.com/services/get connected.

Important To configure Insight RS correctly, it is essential that you read this document thoroughly before proceeding with the installation of Insight RS.

Related documents For additional Insight RS documentation, go to: hpe.com/info/insightremotesupport/docs.

• HPE 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.

• HPE Insight Remote Support Quick Installation Guide

This document provides a checklist for installing and configuring Insight RS.

• HPE Insight Remote Support Installation and Configuration Guide

This document provides detailed information about installing and configuring Insight RS.

• HPE Insight Remote Support Monitored Devices Configuration Guide

This document provides information to configure the devices that will be monitored by Insight RS.

• HPE Insight Remote Support Security White Paper

This document provides an overview of the security features available in Insight RS.

• HPE Insight Remote Support Upgrade Guide

This document provides information about upgrading Insight RS to version 7.6.

• HPE Insight Online Getting Started Guide

This document provides information about the prerequisites for using HPE Insight Online, and explains how to use Insight Online to manage your company’s HPE devices, contracts, and warranties.

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Document revision history EDITION SOFTWARE VERSION PUBLICATION DATE CHANGE SUMMARY

1.0 7.6 March 2016 Initial release.

Sign up to receive Insight Remote Support communications The HPE Insight Remote Support product team uses HPE’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 HPE Subscribers Choice, go to: hpe.com/software/swupdatealerts.

When you subscribe, search for Insight Remote Support.

Support information HPE 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 HPE local Response Centers. For contact details, go to: hpe.com/services/getconnected.

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 hpe.com 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 HPE 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 email. If an email client is configured on your system, click the link above and an email window opens with the following information in the subject line:

Feedback on Insight Remote Support, 7.6 Upgrade Guide Just add your feedback to the email and click send.

If no email client is available, copy the information above to a new message in a web mail client, and send your feedback to techdocs_feedback@hpe.com.

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Chapter 1: Upgrade overview This chapter is an overview on upgrading HPE Insight Remote Support (RS) to the new 7.6 version.

Choosing to upgrade Insight Remote Support Insight Remote Support 7.6 replaces all of the capabilities and product coverage found in HPE Insight Remote Support Standard. Additionally, Insight RS 7.6 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 7.6 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 7.6:

Table 1.1. Insight RS 5.x functionality not available in Insight RS 7.6

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 • HPE Enterprise Secure Key Manager

• HPE Secure Key Manager

• HPE Dynamic Smart Cooling

• HPE SAN Virtualization Services Platform

• HPE Modular Array

• HPE Enterprise Modular Array

• HPE Raid Array

• HPE Enterprise Storage Array

• M-series Switches (McData)

• Carrier-grade Servers (cx2620, cc3310)

• HPE 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

• HPE Neoview Systems

• IBM AIX servers

• Sun Solaris servers

Mission Critical Service Delivery (Insight RSA only) 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

Upgrading Insight Remote Support versions Upgrading from previous versions of Insight Remote Support to version 7.6 works entirely through the installer. The Insight Remote Support 7.6 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 HPE Insight Remote Support Installation and Configuration Guide.

The following versions are supported for upgrading to 7.6:

• Insight Remote Support 7.0.5 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 7.6.

• 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 7.6.

On upgrade, the following steps occur:

• The installer exports Insight Remote Support 5.x configuration data and triggers Insight Remote Support 7.6 to import data.

• The installer shuts down and disables Insight Remote Support 5.x, but leaves the software in place.

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Chapter 2: Upgrading Insight Remote Support 7.x Insight RS 7.0.5 and later can be upgraded to version 7.6 using one of the following methods:

• Using the Software Updates tool in the Insight RS Console.

• Downloading 7.6 installer from the HPE 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. The Software Depot Insight RS installer's prerequisite checker prevents installation if any software updates have queued file rename or deletion operations waiting for the next reboot.

• 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, Hewlett Packard Enterprise 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 7.6 upgrade package is available in the Software Updates screen of the Insight RS Console.

If using SIM, Insight RS supports versions 7.2.2 through 7.5. HPE recommends upgrading to the latest supported SIM version. When upgrading from Software Updates, you will not be warned if you are using an unsupported version of SIM. The installer will disable and uninstall the HPE SIM Adapter, and you will need to reinstall and re-enable the HPE SIM Adapter after installing a supported version of SIM.

To upgrade Insight RS from Software Updates, complete the following steps:

1. If using a version of SIM prior to 7.2.2, upgrade to the latest supported version of SIM.

If you do not install a supported version of SIM first, the HPE SIM Adapter will be uninstalled and disabled as part of the upgrade, and you will need to install and enable the HPE SIM Adapter after installing a supported version of SIM.

2. In the Insight RS Console, navigate to Administrator Settings → Software Updates and install the upgrade package.

3. If you did not upgrade SIM first, upgrade SIM to a supported version, then install and enable the HPE SIM Adapter.

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Important When upgrading to Insight RS 7.6, 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 reenabled 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 7.6 installer is available for download from the HPE Software Depot and can be used to upgrade versions 7.0.5 and later.

If using SIM, Insight RS supports versions 7.2.2 through 7.5. HPE recommends upgrading to the latest supported SIM version.

To upgrade to Insight RS 7.6 using the Software Depot package, complete the following steps:

1. If using a version of SIM prior to 7.2.2, upgrade to the latest supported version of SIM.

If you do not install a supported version of SIM first, the installer performs a prerequisite check before installing Insight RS 7.6, 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 7.6 software from the HPE Software Depot at: h20392.www2.hpe.com/portal/swdepot/displayProductInfo.do?productNumber=REMOTESUPPORT.

3. Run the installer to upgrade to version 7.6. 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 7.6 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.

The prerequisite checker prevents installation if any software updates have queued file rename or deletion operations waiting for the next reboot. The best practice is to reboot prior to beginning the Insight RS installation, in particular if Windows Update applied any software patches.

If you want to take advantage of Insight RS 7.6’s support for monitored devices running Windows Server® 2012, you need to ensure that the WMI Mapper is updated to version 7.2.3 or later. This version of WMI Mapper is included in recent 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 7.2.3 or later is installed, no further action is required. If 7.2.3 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.

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Insight RS 7.x Upgrade known issues HPRS Main service fails to start after upgrade After Insight RS has been upgraded successfully, after the next reboot the HPRS Main service fails to start. The upgrade process may request the reboot or HPRS Main 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.

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.

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Chapter 3: Upgrading Insight Remote Support Advanced You can upgrade to version 7.6 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 SIM you can also upgrade to Insight Remote Support 7.6, but will need to ensure that you first upgrade SIM to version 7.2.2 through 7.5. This ensures that SIM and Insight Remote Support can communicate with each other.

Evaluate environment for upgrade Insight RS 7.6 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 7.6

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 • HPE Enterprise Secure Key Manager

• HPE Secure Key Manager

• HPE Dynamic Smart Cooling

• HPE SAN Virtualization Services Platform

• HPE Modular Array

• HPE Enterprise Modular Array

• HPE Raid Array

• HPE Enterprise Storage Array

• M-series Switches (McData)

• Carrier-grade Servers (cx2620, cc3310)

• HPE 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

• HPE Neoview Systems

• IBM AIX servers

• Sun Solaris servers

Mission Critical Service Delivery (Insight RSA only) 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

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 7.6. You can migrate your device data from Insight RSA v5 using the procedure in “Upgrades that require a fresh install” on page 12.

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Table 3.2. Environment evaluation checklist

REQUIREMENT YES OR NO?

Does your CMS/Hosting Device meet the hardware requirements for Insight RS 7.6?

For Hosting Device requirements, see the HPE Insight Remote Support Release Notes.

Does your CMS/Hosting Device meet the disk space and memory requirements for Insight RS 7.6?

For Hosting Device requirements, see the HPE Insight Remote Support Release Notes.

Is your CMS/Hosting Device running a supported OS, Windows Server 2008 64-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 7.6?

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 HPE Insight Remote Support Installation and Configuration Guide.

Important:

TCP/IP port 7905 needs to be opened for Insight Remote Support 7.6 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 7.6 now uses port 7906 for the Insight RS Console and when using the Onboard Administrator and HPE ProLiant Gen8 iLO 4 embedded Insight Remote Support capabilities.

Insight Remote Support 7.6 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 HPE Insight Remote Support Security White Paper.

Make sure your remote support eligible devices are up-to-date in SIM, including: credentials, contact, and site information. Also be sure to remove any non-existent devices from SIM.

Export your device information with the following command: C:\Program Files (x86) \HPE\RemoteSupport\bin\batchUpload.exe /export c:\temp\batch_systems.csv

Are you running SIM version 7.2.2 or later?

If you are using a version of SIM older than 7.2.2 you need to upgrade to version 7.2.2 or later before the upgrade.

Important: Insight Remote Support 7.6 only supports SIM 7.2.2 through 7.5. If a version of SIM prior to 7.2.2 is installed, the Insight RS installer fails with a message that you

must first upgrade SIM. Make sure that you upgrade to SIM 7.2.2 through 7.5 before you upgrade Insight Remote Support to 7.6.

Do you want to integrate your 7.x implementation with HPE Insight Online or the HPESC 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 SIM, the user must also have administrative rights in SIM.

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In SIM, navigate to Options → Security → Users and Authorizations and select the Authorizations tab to verify that the user is an administrator in SIM.

If you install as Administrator, the upgrade will work correctly. However, if you want to install Insight RS 7.6 as another Windows Administrator user, you need to add that user to SIM:

1. In 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 7.6 is upgrading from Insight RSA 5.x, or when reverting from Insight RS 7.6 back to Insight RSA 5.x. It is not a

runtime requirement for Insight RS 7.6.

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.

Important: HPE 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:

1. If using SIM with Insight Remote Support Advanced, make sure SIM version 7.2.2 through 7.5 is installed. If it is not, upgrade SIM to a supported version.

Important: When upgrading to Insight Remote Support 7.6 and you are also upgrading HPE SIM, make sure you install or upgrade to HPE SIM 7.2.2 through 7.5 before you upgrade Insight Remote Support to 7.6.

Note: During the upgrade service events may occur that can be seen in SIM but will not appear in v7 until after all internal steps have taken place.

2. Obtain the Insight RS 7.6 software from the HPE Software Depot at: h20392.www2.hpe.com/portal/swdepot/displayProductInfo.do?productNumber=REMOTESUPPORT.

3. Run the installer to upgrade Insight RSA 5.x to Insight Remote Support 7.6. 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 upgraded in-place, whether version 7.6 supports all of your device types and number of devices, and, if applicable, whether your version of SIM is supported.

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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 7.6 requires Microsoft Visual C++ 9.0 Runtime and Microsoft Visual C++ 10.0 Runtime. If they are not already installed on your5.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: https://<hosting_device_ip_or_ fqdn>:7906/remotesupport/command/viewWizards/

Enable and configure the HPE SIM Adapter To enable the HPE 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 HPE SIM Adapter heading to expand the HPE SIM Adapter pane.

4. Select the Enable HPE SIM Adapter check box.

5. Configure the HPE SIM Adapter.

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 HPE 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.

Note: HPE recommends the standard v5 to v7 upgrade path whenever possible.

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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 HPE Data Center through the Hosting Device Configuration Wizard.

• Administrator privilege is required to run rsadmin command in Insight RS v7 environment.

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 username 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) \HPE\svctools\specific\desta\data\managedentities.

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5. Copy entities.dat from C:\Program Files (x86)\HPE\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: This process can take 5-7 minutes per device before monitoring and entitlement is complete.

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. Also verify the time zone and preferred language are correct.

Uninstall the v5 environment Prior to uninstalling your Insight RSA v5 software, please execute:

> cd c:\Program Files (x86)\HPE\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, HPE recommends you backup your SIM data. For details, see Backing up and restoring HPE Systems Insight Manager7.x or greater data files in a Windows environment at hpe.com/info/insightmanagement/docs.

To remove the Insight RSA v5.x programs, navigate to the control panel and in the Programs and Features section, select HPE 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 7.6, 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.

Reference guide Page 15

Chapter 4: Upgrading Insight Remote Support Standard Insight Remote Support 7.x software replaces all versions of Insight Remote Support Standard. This new technology leverages the benefits and product coverage from 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 email notification capabilities

• New optional integration into HPE Systems Insight Manager7.2.2 or later

• Automatic web portal visibility of your personalized IT through HPE Insight Online, a new capability of HPE 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 7.6 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 7.6.

Important: TCP/IP port 7905 needs to be opened for Insight Remote Support 7.6 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 7.6 now uses port 7906 for the Insight RS Console and when using the Onboard Administrator and HPE ProLiant Gen8 iLO 4 embedded Insight Remote Support capabilities.

Insight Remote Support 7.6 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 HPE Insight Remote Support Security White Paper.

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...

5.60 or later Directly upgrade to 7.6.

See “Upgrading Insight RSS versions 5.6 and later” on the next page.

Prior to 5.60 Upgrade to 7.6 is not supported.

See “Upgrading Insight RSS versions prior to 5.6” on the next page.

Reference guide Page 16

Upgrading Insight RSS versions 5.6 and later

Important: Hewlett Packard Enterprise 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 7.6 software from the HPE Software Depot at: h20392.www2.hpe.com/portal/swdepot/displayProductInfo.do?productNumber=REMOTESUPPORT.

2. Run the installer to upgrade Insight RSS 5.x to Insight Remote Support 7.6. 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 7.6 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: https://<hosting_device_ip_or_ 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 HPE 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 7.6. 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 regularly to maintain support.

Important: Hewlett Packard Enterprise 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 7.6 software from the HPE Software Depot at:

h20392.www2.hpe.com/portal/swdepot/displayProductInfo.do?productNumber=REMOTESUPPORT.

Reference guide Page 17

3. Run the Insight RS 7.6 installer.

Refer to the HPE Insight Remote Support Installation and Configuration Guide for details about installing Insight RS 7.6.

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: https://<hosting_device_ip_or_ 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 7.6, 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.

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 7.6. 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 HPE 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 HPE Insight Online and verify that the devices have been removed before proceeding.

2. Uninstall Insight RS 7.6 from the Hosting Device. Navigate to Start→ Control Panel → Programs and Features. Select HPE Insight Remote Support, v7.x.x and click Uninstall.

3. Obtain the Insight RS7.6 software from the HPE Software Depot at: h20392.www2.hpe.com/portal/swdepot/displayProductInfo.do?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.

Reference guide

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