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:

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:

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:

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.