Setting up IBM i5/OS to connect to service and support with an HMC

Learn about all the tasks you need to perform to set up connectivity to service and support from i5/OS® logical partitions and servers.

Perform or verify Tasks 1 through 14 to set up connectivity for an i5/OS logical partition or server with an HMC.
Parent topic: Setting up your server to connect to service and support

Task 1. Before you begin

This procedure contains the complete list of tasks needed to set up connectivity to service and support. Some of these tasks might already have been completed (during initial server setup, for example). If so, you can use this procedure to verify that the tasks were completed correctly.

In this document, an Internet connection is defined as access to the Internet from a logical partition, server, or HMC by direct or indirect access. Indirect means that you are behind a Network Address Translation (NAT) firewall. Direct means that you have a globally routable address without an intervening firewall, which would block the ports that are needed for communication to service and support.

Task 2. Decide on your connectivity method

Choose the method that best describes your situation.

If you have an HMC and have multiple logical partitions:
  • For the HMC, use one of the following methods:
    • Direct Internet including VPN or a Secure Sockets Layer (SSL) connection
    • Shared direct Internet
    • Shared dial-up connection
    Note: If you have multiple HMCs on the same subnet, or HMCs that manage common systems, only one HMC needs to connect to service and support. This allows connectivity to be concentrated through one HMC which simplifies firewall rules.
  • For i5/OS logical partitions or servers, use one of the following methods (listed in the recommended order):
    • Direct Internet (including VPN or an HTTP(S) from each logical partition or server
    • Shared direct Internet through one of the i5/OS partitions or servers
    • Shared dial-up connection through one of the i5/OS logical partitions or servers
    • Shared dial-up through the HMC's modem
    Note: For i5/OS, in addition to the connectivity methods above, you can configure connectivity through an HTTP proxy. You also can configure a primary and backup method. For example, you could have direct Internet as your primary method, and shared dialup as your backup method.

Task 3. Prerequisites

  1. For direct Internet connections, contact the network administrator to verify the following:
    • For HMC environments, and for i5 servers in a non-HMC environment, if you plan on using VPN for transport, ensure that the following ports are open for communication:
      • Protocol UDP ports 500 and 4500 with the following IP addresses: 207.25.252.196 and 129.42.160.16
      • ESP (protocol 50) with the following IP addresses: 207.25.252.196 and 129.42.160.16
    • For HMC environments, if you plan on using Secure Sockets Layer for transport and a firewall is in place between the HMC and the Internet, it must allow outgoing TCP/IP connections on port 443 from the HMC to each of the following IP addresses:
      • 129.42.160.48 and 207.25.252.200 (all regions)
      • 129.42.160.49 and 207.25.252.204 (North or South America)
      • 129.42.160.50 and 207.25.252.205 (all other regions)
        Note: You need to specify only the IP addresses necessary to set up access that is appropriate for your region.
    • For i5/OS, if you plan to use HTTP and HTTPs for transport, you must change the filter rules to allow connections to the IBM® service destinations for ports 80 and 443. For more details, see IP Packet Filter Firewall.
    • If multiple logical partitions are sharing an Internet connection, you will need the IP addresses or host names created for TCP/IP and for virtual Ethernet.
  2. For a dial-up (modem) connection, determine necessary configuration settings, including:
    • Local area code
    • Predial information, such as dialing 9 to dial outside the network
    • Use of commas if delayed dialing is needed
    • Any special telephone line conditions such as pulse (rotary) dialing or no dialtone.
  3. Ensure that TCP/IP is set up and configured correctly. If not, contact the network administrator and consult your operating system documentation.

Task 4. Ensure that your physical networking is set up correctly

The underlying framework of your service environment is networking. The following networking connections are required for you to be able to take advantage of electronic services such as reporting hardware problems and other server information and downloading fixes:

  • Between the service processor and the HMC
  • Between your site and service and support
  1. Verify the physical connection between the service processor and the HMC.

    The service processor is part of your platform hardware and monitors hardware attributes and conditions on your server. The service processor is controlled by server firmware (Licensed Internal Code) and does not require an operating system to perform its tasks. The connection to the service processor is recommended for all servers, whether or not you have logical partitions. This connection is represented in the following illustration:

    Figure 1. This diagram shows the Ethernet connection between your HMC and the service processor on your server.


    This diagram shows the Ethernet connection between your HMC and the service processor on your server.

  2. Verify the physical connection from your site to service and support.
    This connection enables you to report hardware problems and other server information to service and support. It also enables you to install fixes. This connection is represented in the following illustration:
    Figure 2. This diagram shows the connection between service and support and a company that has a server and an HMC.


    This diagram shows the connection between service and support and a company that has a server and an HMC.

Task 5. Obtain or verify an IBM ID

You will need an IBM ID to register IBM Electronic Service Agent™ on the HMC and for Electronic Service Agent on your operating system or systems. You also will need this ID to view information that has been reported to IBM through Electronic Service Agent™.

  1. Go to the My IBM Profile Web site at https://www.ibm.com/account/profile.
  2. Verify that you are registered.
    • If you are registered, Welcome back will be displayed on the Web site. Or, you can select Sign in and see if your e-mail address is recognized.
    • If you are not registered, select Register and fill out the registration form. Create an IBM ID for each of the people you want to have access to the information that Electronic Service Agent reports to IBM. You must associate these accounts with a server, usually your central server. (You can add other servers later.) The people for whom you create IDs must have system administrator authority on all registered servers.
  3. Record your IBM ID (the e-mail address that you registered).
  4. You will need the ID during Task 6. Verify the HMC service settings.

Task 6. Verify the HMC service settings

To verify that the HMC service settings are set up correctly, use the Guided Setup wizard.
Note: If you have not set up your server, do that now. For details, see the Initial server setup topic.
  1. Access the Guided Setup wizard using the HMC interface:
    1. In the navigation area, select the HMC that you want to work with.
    2. Click Information Center and Setup Wizard.
    3. In the contents pane, click Launch the Guided Setup Wizard. The Guided Setup wizard steps you through the tasks that are required to set up your HMC, including the tasks that are required to set up your service environment.
  2. Click Next to skip the tasks that are not specific to setting up service, including:
    • Setting the date and time
    • Changing passwords for the hscroot and root user IDs
    • Creating user IDs and passwords for new users and setting their authorities
    • Specifying network settings
  3. Ensure that the following service tasks are completed correctly:
    1. Customer contact information for service-related activities, including:
      • Company name
      • Administrator name
      • E-mail address
      • Telephone numbers
      • Information regarding the location of the HMC
    2. Configuration of connectivity for service-related activities.
      • Internet VPN
        Note: When configuring the HMC's network settings for connecting using direct or indirect Internet, the HMC must be configured with a default gateway to access the Internet. Select HMC Management > HMC Configuration > Customize Network Settings. Ensure that the Default Gateway Information field has a Gateway address listed and a selection is made in the Gateway device field (for example, any).
      • Internet: Currently, the SSL option must be configured manually:
        1. Select Service Applications > Remote Support > Customize Outbound Connectivity
        2. Select the Internet tab.
      • Dial-up connection from the local HMC
      • Connecting through other systems or logical partitions
    3. Configuration of the network settings.
      • For direct or indirect Internet:
        • HMC host name
        • Domain name
        • Description of HMC
      • For a dial-up modem connection:
        • Dial prefix, if applicable
        • Modem configuration, including:
          • Dial type
          • Dial prefix, if applicable
        • Telephone number
    4. Authorize two users for Electronic Service Agent by entering the ID (the e-mail address that you registered with the My Profile Web site at https://www.ibm.com/account/profile.
      Note: You will be able to authorize more users later.
    5. Add e-mail addresses for those you want to be notified when problem events occur.
  4. To test the connection from the HMC, open Service Applications > Remote Support > Customize Outbound Connectivity.
  5. Select the tab for the type of outbound connectivity that you chose for your HMC (Local Modem, Internet, Internet VPN, or Pass-Through Systems). For more information about these settings, see Choosing your connection method.
  6. Click Test.
  7. Choose from the following options:
    • If the test is successful, continue with the next Task.
    • If the test fails, continue with the next step.
  8. Ensure that your country or region is listed. Select Service Applications > Remote Support > Customize Customer Information. Ensure that your country or region is selected from the list.
  9. Choose from the following options:
    • If you have a dial-up connection, perform the following:
      • Check the telephone line going into the HMC and the wall socket.
      • Check to make sure that you have the telephone number configured correctly, including predial information, such as dialing 9 to dial outside the network.
    • If you have an Internet VPN connection, perform the following:
      • Ensure that the appropriate firewall rules have been added, if necessary.
      • Check that you have a default gateway set up on the HMC. Select HMC Management > HMC Configuration > Customize Network Settings. Ensure that the Default Gateway Information field has a Gateway address listed and a selection is made in the Gateway device field (for example, any).

Task 7. Set up and configure your logical partitions

For details, refer to the Partitioning the server topic.

Task 8. Install the operating systems on your server or logical partitions

For details, refer to the Installing operating systems topic.

Task 9. Configure your TCP/IP network

For instructions, refer to the operating system documentation.

Task 10. Activate TCP/IP on your server or logical partitions

TCP/IP starts automatically, as long as the network adapter is recognized and can communicate with the network when the i5/OS operating system is started. If this does not occur, type STRTCP at an i5/OS command line to start TCP/IP. This command initializes and activates TCP/IP processing, starts the TCP/IP interfaces, and starts the server jobs. Only TCP/IP interfaces and servers with AUTOSTART *YES are started with the STRTCP command.

Task 11. Configure Electronic Service Agent for i5/OS

  1. Ensure that the following software is installed (use the DSPSFWRSC command to confirm).
    Note: Electronic Service Agent and the following software is included with the base i5/OS operating system starting with V5R3.
    • 5722SS1 – Option 34 (OS/400® - Digital Certificate Manager)
    • If you have i5/OS V5R3, you will need 5722AC3 (Cryptographic Access Provider 128-bit). This is a security provision to encrypt communications between your system and service and support.
      Note: The 5722AC3 (Cryptographic Access Provider 128-bit) is not necessary starting with i5/OS V5R4.
    • 5722JC1 (IBM Toolbox Kit for Java™)
  2. At the command line, type GO SERVICE. One of the following occurs:
    • If connectivity was set up previously, type 18 to get to the configuration menu where you can create, change, delete, or verify that connectivity works. If you want to change the settings, continue with step 3.
    • If connectivity has never been set up on this logical partition or server, it will try to ping one of the IBM gateways. If this is successful, the interface will prompt for configuring direct Internet. If this is successful, the default settings for direct Internet will be pre-filled. If you want to verify or change these default settings, continue with step 3.
      Note: In some environments, the pinging of the IBM gateway does not work because the firewall might be blocking the packets. However, you should still verify with the network administrator if the criteria is met to set up direct Internet. For details, see Task 1. Before you begin.
  3. Choose from the following options:
    • To set up a direct Internet connection from each i5/OS server or logical partition, go to step 4.
    • To set up a shared direct Internet connection, go to step 6.
    • To set up a modem or shared modem connection, go to step 11.
    • To set up a connection through the modem on the HMC, go to step 17.
  4. To set up a direct Internet connection from each i5/OS server or logical partition, specify the following information from each logical partition in the CRTSRVCFG prompts:
    For i5/OS V5R3:
    • Connection type: *VPN
    • Virtual private network type: *DIRECT
    • Connectivity for others: Connect point: *NO
    For i5/OS V5R4:
    • Role: *PRIMARY
    • Connection type: *DIRECT
    • Connectivity for others: Connect point: *NO
    Note: For additional details on using Electronic Service Agent, refer to the Electronic Service Agent topic in the iSeries™ Information Center.
  5. Continue with Task 12. Register the IBM ID for i5/OS.
  6. To set up a shared direct Internet connection, review the following information.
    • A direct Internet connection from the i5/OS logical partition that has connectivity to the Internet.
    • Enable the other logical partitions to connect to the logical partition that has connectivity to the Internet
      Figure 3. This diagram shows the flow of information and problems from four logical partitions and the HMC to service and support. The service information passes through the HMC to service and support over a direct Internet connection. And, problems from i5/OS pass through the i5/OS logical partition to service and support.


      This diagram shows the flow of information and problems from four logical partitions and the HMC to service and support. The service information passes through the HMC to service and support over a direct Internet connection. And, problems from i5/OS pass through the i5/OS logical partition to service and support.

  7. Specify the following information from the i5/OS server or logical partition with Internet connectivity in the CRTSRVCFG prompts:
    For i5/OS V5R3:
    • Connection type: *VPN
    • Virtual private network type: *DIRECT
    • Connectivity for others:
      • Connect point: *YES. This enables other logical partitions or systems to use the VPN connection on this logical partition to connect to service and support.
        Note: You will need to create service configurations on the remote systems or logical partitions that will be using this connection point.
      • Interfaces: *ALL or a list of the interfaces over which you will accept connections to service and support.
    For i5/OS V5R4:
    • Role: *PRIMARY
    • Connection type: *DIRECT
    • Connectivity for others:
      • Connect point: *YES. This enables other logical partitions or systems to use the VPN or service and support proxy connection on this logical partition to connect to service and support.
        Note: Service configurations need to be created on the remote systems or logical partitions that will be using this connection point.
      • Interfaces: *ALL or a list of the interfaces over which you will accept connections to service and support.
  8. Specify the following information from each of the other i5/OS server or logical partitions in the CRTSRVCFG prompts:
    For V5R3 i5/OS:
    • Connection type: *VPN
    • Virtual private network type: *MULTIHOP
    • Remote system: Enter the host name or IP address of the logical partition with the Internet connectivity.
      Note: A multi-hop VPN connection from an i5/OS system or logical partition using the IP address of the HMC is not supported. The only connectivity option for an i5/OS logical partition to the HMC is to use a remote PTP configuration.
    • Connectivity for others: Connect point: *NO
    For i5/OS V5R4:
    • Connection type: *MULTIHOP
    • Remote system: Enter the host name or IP address of the logical partition with the Internet connectivity.
      Note: A multi-hop VPN connection from an i5/OS system or logical partition using the IP address of the HMC is not supported. The only connectivity option for an i5/OS logical partition to the HMC is to use a remote PTP configuration.
    • Proxy server: Enter the information about the Service and Support Proxy (or your own HTTP proxy) as follows:
      • IP address or host name: Enter the host name or IP address of the logical partition with the Internet connectivity (or if you have your own HTTP proxy, you could also specify that).
      • Port number: Enter the port number of the Service and Support proxy or your own HTTP proxy. Default of *IBMSVR which is 5026 (the default for the Service and Support proxy).
      • Relative priority: Enter the priority (relative to the multi-hop VPN)
    • Connectivity for others: Connect point: *NO
  9. Verify that interpartition communication is set up. Ping the host or IP address of the logical partition that has the Internet connectivity or modem from the logical partition that needs to use the Internet connection or modem.
    Note: For additional details on using Electronic Service Agent, refer to the Electronic Service Agent topic in the iSeries Information Center.
  10. Continue with Task 12. Register the IBM ID for i5/OS.
  11. To set up a modem or shared modem on your i5/OS server or logical partition, choose from the following options:
    • To set up a modem from an i5/OS server or logical partition, go to step 12.
    • To set up a shared modem for an i5/OS server or logical partition, go to step 14.
  12. To set up a modem from an i5/OS server or logical partition, specify the following options from the server in the CRTSRVCFG prompts:
    For i5/OS V5R3:
    • Connection type: *PTP
    • Virtual private network type: *LOCAL
    • Service: *SRVAGT
    For i5/OS V5R4:
    • Connection type: *LCLDIAL
    • Connectivity for others: Connect point: *NO
    Note: For additional details on using Electronic Service Agent, refer to the Electronic Service Agent topic in the iSeries Information Center.
  13. Continue with Task 12. Register the IBM ID for i5/OS.
  14. To set up a shared modem (you have multiple systems or logical partitions), specify the following information from the system or logical partition with the modem in the CRTSRVCFG prompts:
    For i5/OS V5R3:
    • Connection type: *PTP
    • Virtual private network type: *LOCAL
    • Service: *SRVAGT
    • Connectivity for others:
      • Connect point: *YES: This enables other logical partitions or systems to use the PTP dial connection on this logical partition to connect to service and support.
        Note: Service configurations need to be created on the remote systems or logical partitions that will be using this connection point.
      • Interfaces: *ALL or a list of the interfaces over which you will accept connections to service and support.
    For i5/OS V5R4:
    • Connection type: *LCLDIAL
    • Connectivity for others:
      • Connect point: *YES: This enables other logical partitions or systems to use the dial connection on this logical partition to connect to service and support.
        Note: Service configurations need to be created on the remote systems or logical partitions that will be using this connection point.
      • Interfaces: *ALL or a list of the interfaces over which you will accept connections to service and support.
  15. Specify the following information from each of the other i5/OS servers or logical partitions in the CRTSRVCFG prompts:
    For i5/OS V5R3:
    • Connection type: *PTP
    • Point to point type: *REMOTE
    • Service: *SRVAGT
    • Remote system: Enter the host name or IP address of the system or logical partition with the modem.
    For i5/OS V5R4:
    • Connection type: *RMTDIAL
    • Remote system: Enter the host name or IP address of the system or logical partition with the modem.
    Note: For additional details on using Electronic Service Agent, refer to the Electronic Service Agent topic in the iSeries Information Center.
  16. Continue with Task 12. Register the IBM ID for i5/OS.
  17. To set up a connection from an i5/OS server or logical partition through the HMC's modem, specify the following information in the CRTSRVCFG prompts from each logical partition that will use the HMC's modem:
    For i5/OS V5R3:
    • Connection type: *PTP
    • Point to point type: *REMOTE
    • Service: *SRVAGT
    • Remote system: Enter the IP address or host name of the interface on the HMC through which you will connect to service and support.
      Note: The HMC might have multiple interfaces with associated IP addresses and host names. For the Remote system parameter, you must specify the interface on the HMC that provides partition communication. To find the interface that provides partition communication, continue with the next step.
    For i5/OS V5R4:
    • Connection type: *RMTDIAL
    • Remote system: Enter the IP address or host name of the interface on the HMC through which you will connect to service and support.
      Note: The HMC might have multiple interfaces with associated IP addresses and host names. For the Remote system parameter, you must specify the interface on the HMC that provides partition communication. To find the interface that provides partition communication, continue with the next step.
  18. To find the interface that provides partition communication, follow these steps from the HMC interface:
    1. In the navigation area, expand the HMC you want to work with. The HMCs are listed by host name or IP address.
    2. Expand HMC Management.
    3. Click HMC Configuration.
    4. In the contents pane, click Customize network settings.
    5. Click the LAN Adapters tab.
    6. Select a LAN adapter and click Details.
    7. Click the Lan Adapter tab. In the Local Area Network Information section, the Partition communication checkbox indicates whether this interface is used for partition communication.
      Note: For additional details on using Electronic Service Agent, refer to the Electronic Service Agent topic in the iSeries Information Center.
  19. Continue with Task 12. Register the IBM ID for i5/OS.

Task 12. Register the IBM ID for i5/OS

Register the IBM ID with Electronic Service Agent for i5/OS by following these steps:

  1. At the i5/OS command line, type GO SERVICE.
  2. From the Electronic Service Agent menu, select Authorize users to access service information and press Enter.
  3. Type your IBM ID (internet address that you registered with the My Profile Web site at https://www.ibm.com/account/profile) in the Authorize users field and press Enter.
  4. Continue with Task 13. Test the connection to service and support

Task 13. Test the connection to service and support

  1. If you use an HMC to connect to service and support, follow these steps to test the connection for the HMC:
    1. On the HMC, open Service Applications > Service Focal Point > Service Utilities.
    2. Select a system.
    3. Select Selected > Create serviceable event.
    4. Select Test automatic problem reporting.
    5. Select Request Service. A message is displayed when the service request is sent.
  2. To test the connection for i5/OS servers or logical partitions, perform the following steps.
    1. To test the Electronic Service Agent connection, enter the following command at the command line: 
      GO SERVICE
    2. From the Electronic Service Agent menu, select option 17 (Verify Service Configuration), and press Enter. A message is displayed that indicates whether the test connection is successful.
    3. To test the electronic customer support connection profile, enter the following command: 
      SNDSRVRQS *TEST
      A message is displayed that indicates whether the test connection is successful.

Task 14. View the server information that was reported to IBM

You can use the Internet to view details of the system you have enabled, and see the data collected by Electronic Service Agent. To use the advanced features and receive the full benefits of Electronic Service Agent, you must enter an IBM Registration ID (IBM ID). The first IBM ID entered will have Administrator authority and is able to authorize additional users on the Web site. The second IBM ID is available as a backup for the Administrator.

  1. Go to the IBM Electronic Services Web site at http://www.ibm.com/support/electronic.
  2. Click Sign in (in the upper-right corner).
  3. Type the IBM ID and password.
  4. Choose the following options from the navigation bar:
    • To view your server information, click My systems.
    • To search technical support using your server information to improve the search results, click Premium Search.
      Note: In some cases, the Premium Search feature is available only while your server is under warranty or afterward through a service contract.
    • To view information related to your servers and interests, click My messages.
  5. Enter the requested information.
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