PH25361: CALLHOME DOES NOT SUPPORT PROXY SERVERS TO CONNECT TO THE IBM SUPPORT SERVER (ESUPPORT.IBM.COM)

APAR status

• Closed as documentation error.

Error description

• The IBM support server 'esupport.ibm.com' is the target server
  responsible for opening and managing support requests.
  The callhome function of the Accelerator on IIAS currently does
  not support configuring and using a proxy server between the
  System Z Hardware Management Console (HMC) and the IBM support
  server.
  In case of an appliance-specific issue (callhome event), the
  accelerator passes a request for opening of a support case to
  HMC for subsequent routing to the IBM support server.
  If a proxy server operates between the HMC and the IBM support
  server, the request for opening the support case will not work.
  When having configured callhome using the Accelerator
  configuration console and when using a proxy server as described
  above, the callhome connectivity test (performed using the
  configuration console) will always display an error message.
  
  
  Additional keywords:
  TS003470869 TS003627094
  

Local fix

Problem summary

• Problem Summary:
  The call-home function does not support installations using a
  proxy server.
  
  Users Affected:
  Administrators of DB2 Analytics Accelerator for z/OS deployed on
  IIAS who want to set up the call-home function.
  
  Problem Scenario:
  If a proxy server is applied between the zHMC and the internet,
  the call-home function cannot be activated. Although a proxy-ip
  and port can be added manually by the IBM support team, the
  callhome.jar driver delivered by the Accelerator as default does
  not support connectivity.
  
  Problem Symptoms:
  If a customer is running an installation with a proxy server
  between zHMC and internet, he will not be able to establish a
  connection via the proxy.
  

Problem conclusion

• The issue has been fixed with Accelerator maintenance level
  7.5.11.
  Upgrade your accelerator environment(s) accordingly.
  For details on the setup, see the IBM Documentation web page
  https://ibm.biz/BdmnxX
  (Start on https://www.ibm.com/docs/en/daafz/7.5 and locate the
  section "Configuring the call-home function on the
  accelerator").
  Make sure that the contact information specified for the
  call-home setup (IBM Customer Number, last name, first name,
  phone number, and email address) match the corresponding
  settings on the support portal of IBM.
  

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

Applicable component levels