Setup Remote Support

Overview

This function registers the customer information and communication environment information required to receive Remote Support from the REMCS center.

REMCS provides maintenance functions as follows:

  • Failure Notice

    This function reports various failures that occur in the storage system to the REMCS center. The maintenance engineer is notified of a failure immediately.

  • Information Transfer

    This function sends information such as logs and configuration information to be used when checking a failure. It reduces the time required to collect information that is to be transferred to the REMCS center.

  • Firmware Download

    The latest firmware in the REMCS center is automatically registered in the storage system. This function ensures that the latest firmware is registered in the storage system, and prevents known errors from occurring. Firmware can also be registered manually. Note that the "Maintenance Operation" policy is required to use this function.

    Note that the unified firmware cannot be downloaded from the REMCS center.

Caution

  • REMCS is not available when AIS Connect is being used. Disable "AIS Connect" and then set up the remote support (by REMCS). Refer to the [Setup AIS Connect Environment] function for details.

  • Use the IPv4 addresses for the IP addresses of the proxy server, the SMTP server, the POP server, and the HTTP server. IPv6 addresses cannot be used.

Note

  • To change the registered information, refer to the [Update Customer Information] function or the [Update Communication Environment Information] function for details.

  • The information files (customer information file and communication environment information file) created by using REMCS Environment Setup Assist Tool (REMCS ESAT) can be imported to the storage system, to simplify the input operation required to be set for each storage system.

    • Only the common storage system information can be imported from the information file. The individual storage system information is required to be specified after importing the information file.

    • Just importing the information file will not automatically update the information in the storage system. After specifying all the necessary information, click the [Set] button.

User Privileges

Availability of Executions in the Default Role

Default role Availability of executions
Monitor  
Admin
StorageAdmin  
AccountAdmin  
SecurityAdmin  
Maintainer

Refer to "User Roles and Policies" for details on the policies and roles.

Settings

There are setting items for Remote Support as follows: "Information File", "Customer Information", "Communication Environment Information", "Detailed Configuration Information", "Result Notification Information", and "Time Information".

Information File

Click the [Import] button to import the information file to the storage system.

Item Description Setting values

Customer Information File

Import the "Customer Information File", which was created using the REMCS ESAT, to the storage system.

Click the [Browse...] button to specify the "Customer Information File".

Customer information file

Communication Environment Information File

Import the "Communication Environment Information File", which was created using the REMCS ESAT, to the storage system.

Click the [Browse...] button to specify the "Communication Environment Information File".

Communication environment information file

Customer Information

In this field, specify the customer information.

    Detailed Settings

Item Description Setting values

Checkbox

If the "Delete any Customer Identity information from the storage system after the information is sent to the 'REMCS Center'." checkbox is selected, customer information saved on the storage system (*1) is deleted after transmitting the information to the REMCS center.

  • Selected: Deletes the customer identify information

  • Cleared: Does not delete the customer identify information

*1  :  Customer identity information means "Administrator Name", "Administrator E-Mail Address ", "Phone Number", "FAX Number", and "Connection check operator E-Mail Address".

Selected

Cleared

Company Name *

Input the company name that owns the storage system (required).

Up to 60 alphanumeric characters and symbols

Department/Division

Input the department or division that owns the storage system.

Up to 40 alphanumeric characters and symbols

Address *

Input the address of the company that owns the storage system (required).

Up to 60 alphanumeric characters and symbols

Building Name

Input the building name where the company that owns the storage system is located.

Up to 40 alphanumeric characters and symbols

Administrator Name *

Input the system administrator's name that manages the storage system (required).

Up to 40 alphanumeric characters and symbols

Administrator E-Mail Address *

Input the E-mail address of the system administrator who manages the storage system (required).

Up to 60 alphanumeric characters and symbols

(except space)

Postal Code (Zip Code)

Input the postal code for the company that owns storage system.

Up to 10 numeric characters and symbols

(except space)

Phone Number *

Input the phone number for the company that owns the storage system (required).

Up to 20 numeric characters and symbols

(except space)

FAX Number

Input the FAX number for the company that owns the storage system.

Up to 20 numeric characters and symbols

(except space)

Storage System Unique Name

Input the nickname for the storage system.

Up to 32 alphanumeric characters and symbols

(except space)

Country of Installation (ISO3166 A2) *

Example: JP, US, DE, etc.

Input the country code for the country where the storage system is located (required).

Capital letters or "99"

Two fixed letters

JP (default state when logged in Japanese)

Blank (default state when logged in English)

    Installation Location

Item Description Setting values

Address

Input the address where the storage system is located.

Up to 60 alphanumeric characters and symbols

Building Name

Input the building name where the storage system is located.

Up to 40 alphanumeric characters and symbols

    Information filled by Field Engineers

Item Description Setting values

Installation Date

Input the date when the storage system is installed.

YYYY-MM

YYYY: Year (2001 - 2037)

MM: Month (01 - 12)

Numeric characters

2001-01 (Default)

Field Engineer E-Mail Address

Input the E-mail address for the field engineer who installed the storage system.

Up to 60 alphanumeric characters and symbols

(except space)

Customer Code

Input the customer code.

Up to 8 alphanumeric characters and symbols

(except space)

Communication Environment Information

In this field, specify the communication environment information.

    Connection

Item Description Setting values

Connection Type

Select the connection type when using the REMCS operation.

Internet Connection (Default)

Internet Connection (E-Mail only)

P-P Connection

P-P Connection (E-Mail only)

P-P Connection (VPN Connection)

P-P Connection (VPN Connection E-Mail only)

LAN Port used for Remote Support

Select the LAN port of the storage system that is used for REMCS operation from "MNT" or "RMT".

MNT (Default)

RMT

    Service

Item Description Setting values

Scheduled Connection Time *

Input the time for scheduled REMCS connection (required).

Numeric characters

Time: 00 - 23

Minute: 00 - 59

Undefined (10:00 - 15:00) (*1) (Default)

Scheduled Connection Period *

Select the term for scheduled REMCS connection (required).

Every Day (Default)

Every Day (except Sunday)

Every Day (except Saturday and Sunday)

Once per Week

Specify the Day of the Week

When "Once per Week" is selected for "Scheduled Connection Period", select the day of the week to execute scheduled REMCS connection.

Sunday (Default)

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday
*1  :  Different times are specified in the factory settings in order to disperse the load on the REMCS center.

    Proxy Server

Item Description Setting values

Proxy Server

Input the IP address or the domain name of the proxy server that is used for REMCS operation.

Up to 63 alphanumeric characters and symbols

(except space)

Port No.

Input the port number of the proxy server.

Numeric characters

0 (Default) - 65535

User Name

Input the user name when using the proxy server.

Up to 32 alphanumeric characters and symbols

(except space)

Password

Input the password of the user name when using the proxy server.

The password entered is displayed with a series of symbols to hide the specified values.

Up to 64 alphanumeric characters and symbols

(except space)

    SMTP Server

Item Description Setting values

SMTP Server *

Input the IP address or the domain name of the SMTP server that is used for REMCS operation (required).

Up to 239 alphanumeric characters and symbols

(except space)

Port No. *

Input the port number of the SMTP server (required).

Numeric characters

0 - 65535

25 (Default)

Sender E-Mail Address *

Input the sender E-Mail address of mails sent by the storage system for REMCS operations (required).

Up to 63 alphanumeric characters and symbols

(except space)

SMTP over SSL

Select "None", "STARTTLS", or "SSL/TLS" for the SMTP over SSL method.

None

STARTTLS

SSL/TLS

    SMTP Authentication Information

Item Description Setting values

Authentication Type

Select the SMTP authentication type.

No SMTP Authentication

POP Before SMTP Authentication

AUTH SMTP Authentication

Authentication Method

When "AUTH SMTP Authentication" is selected for "Authentication Type", specify the SMTP authentication method.

Automatic

CRAM-MD5

PLAIN

LOGIN

POP Server

When "POP Before SMTP Authentication" is selected for "Authentication Type", input the domain name or the IP address of the POP server that is used for SMTP Authentication.

Up to 63 alphanumeric characters and symbols

(except space)

Port No.

Input the port number that is used when communicating with the POP server.

Numeric characters

0 - 65535

110 (Default)

User Name

Input the user name that is used when communicating with the POP server.

This setting is enabled when selecting "POP Before SMTP Authentication" or "AUTH SMTP Authentication" for the "SMTP Authentication Type".

Up to 64 alphanumeric characters and symbols

(except space)

Password

Input the password that is used when communicating with the POP server.

The password entered is displayed with a series of symbols to hide the specified values.

This setting is enabled when selecting "POP Before SMTP Authentication" or "AUTH SMTP Authentication" for the "SMTP Authentication Type".

Up to 64 alphanumeric characters and symbols

(except space)

    REMCS Center

Item Description Setting values

REMCS Center *

Select the REMCS center (in each country) where the storage system is connected (required).

"Direct Input Setting" is only available when logged in using a user account with the "Maintenance Operation" role.

If logged in as the system administrator when "Direct Input Setting" has already been specified, "Direct Input Setting" is displayed for the REMCS Center and cannot be changed to a different center.

Blank (Default)

Fujitsu America

Australia

Brazil

Hong-Kong

China

Indonesia

Korea

Malaysia

Philippine

Singapore

Taiwan

Thailand

Vietnam

Individual support in Hawaii

OSC

Direct Input Setting

HTTP Server

If "Direct Input Setting" is selected for the REMCS Center, enter the IP address or the domain name of the remote HTTP server.

Up to 63 alphanumeric characters and symbols

(except space)

Port No.

If "Direct Input Setting" is selected for the REMCS Center, enter the port number of the HTTP server.

Numeric characters

0 - 65535

Receiver E-Mail Address

If "Direct Input Setting" is selected for the REMCS Center, enter the E-mail address of the report destination for the REMCS operation.

Up to 63 alphanumeric characters and symbols

(except space)

Detailed Configuration Information

In this field, specify the detailed configuration information when sending E-mail.

Item Description Setting values

Data Transmission Method

Select whether to "Split" or "Do not Split" into the specified size.

Select "Split large E-Mail into multiple E-Mails" or "Split large data into multiple E-Mails", and specify the segment size, when segmenting outgoing mail.

If the mail server does not allow the sending of segmented mail using "Split large E-Mail into multiple E-Mails", select "Split large data into multiple E-Mails" or "Do not Split".

  • Split

    Outgoing mail is segmented. There are two methods for mail message fragmentation: "Split large E-Mail into multiple E-Mails" and "Split large data into multiple E-Mails".

    • Split large E-Mail into multiple E-Mails

      Outgoing mail is segmented into the specified size.

    • Split large data into multiple E-Mails

      The file attached to the E-mail is segmented into multiple pieces, turned into one E-mail in the specified size, and sent in multiple transmissions.

  • Do not Split

    The message is sent as one E-mail without being segmented.

Split

Do not Split

• Split large E-Mail into multiple E-Mails

  64 - 6400 KB

• Split large data into multiple E-Mails

  64 - 512 KB

Split

  Split large data into multiple E-Mails: 512 KB (Default)

Specify Storage System Name for HELO/EHLO Announcement when Sending E-Mail

Select "Specify" or "Do not specify" for the storage system name for HELO/EHLO announcement when sending mail.

When "Specify" is selected, input the domain.

The domain of the HELO/EHLO Announcement must be specified in the mail protocol.

If "Do not specify" has been selected, E-mails are sent using the strings after the "@" of the sender E-mail addresses as domains.

If the mail server does not allow using the section after the "@" of the sender E-mail address as the domain, select "Specify" and input the appropriate domain.

Specify

Do not specify (Default)

When specifying the domain

Up to 63 alphanumeric characters and symbols

(except space)

Use S/MIME

Select whether or not to use S/MIME.

S/MIME is a standard relating to encryption of E-mails and electronic signatures. Using S/MIME prevents E-mails from being sniffed, spoofed, and falsified.

This item is available when one of the following conditions applies:

  • "Do not Split" is selected for the data transmission method

  • "Split" is selected for the data transmission method and "Split large data into multiple E-Mails" is specified

Use (Default)

Not use

Result Notification Information

In this field, specify the notification destination of the Remote Support setting result.

    Detailed Settings

Item Description Setting values

Administrator

Select "Notification" or "Not Notification" for your administrator of the setting confirmation result at the REMCS center.

Select "Notification" for the "Administrator" or the "Connection check operator" and confirm the result.

Notification (Default)

Not Notification

Connection check operator

Select "Notification (Standard E-Mail format)", "Notification (Simple E-Mail format for cell phone)" or "Not Notification" for the connection check operator of the setting confirmation result at the REMCS center.

If notifying, input the "Connection check operator E-Mail Address".

Specify the "Connection check operator" if there is another person who needs to be notified of the setting confirmation result, other than the administrator.

Notification (Standard E-Mail format)

Notification (Simple E-Mail format for cell phone)

Not Notification (Default)

Connection check operator E-Mail Address

If notifying the connection check operator of the setting confirmation result at the REMCS center, input the E-mail address.

Up to 60 alphanumeric characters and symbols

(except space)

Time Information

Caution

  • The time information settings do not normally require modification.

    If changing the default value, select the "Change following Timing Parameter items" checkbox.

    Detailed Settings

Item Description Setting values

Checkbox

If changing the time information, select the "Change following Timing Parameter items" checkbox.

Selected

Cleared (Default)

SMTP Connection Timeout

Input the timeout limit when using SMTP connection.

Numeric characters

1 - 600 sec.

60 sec. (Default)

SMTP Response Timeout

Input the timeout limit for SMTP response.

Numeric characters

1 - 3600 sec.

60 sec. (Default)

SMTP Retry Count

Input the retry number of SMTP.

Numeric characters

1 - 60

5 (Default)

SMTP Retry Interval

Input the intervals for retrying SMTP.

Numeric characters

1 - 3600 sec.

30 sec. (Default)

HTTP Timeout

Input the timeout limit when using HTTP connection.

Numeric characters

1 - 3600 sec.

30 sec. (Default)

HTTP Retry Count

Input the retry number of HTTP.

Numeric characters

1 - 60

5 (Default)

HTTP Retry Interval

Input the intervals for retrying HTTP.

Numeric characters

1 - 3600 sec.

5 sec. (Default)

Queue Time before Sending E-Mails

(only when POP Before SMTP authentication is enabled)

Input the waiting time for sending mail.

Numeric characters

1 - 3600 msec.

1000 msec. (Default)

Operating Procedures

  1. Click [Setup Remote Support] in [Action].

  2. Specify parameters, and click the [Set] button.

    → A confirmation screen appears.

    Caution
    • An error screen appears in the following conditions:

      • The required items (items with "*") are not specified

      • Wrong values are entered

      • When "MNT" is specified for the "LAN Port used for Remote Support" and when the IP Address of the Proxy server/SMTP server/POP server/HTTP server is the same as the broadcast address of the MNT port

      • When "RMT" is specified for the "LAN Port used for Remote Support" and when the IP Address of the Proxy server/SMTP server/POP server/HTTP server is the same as the broadcast address of the RMT port

      • The IP address of the Proxy server, SMTP server, POP server, and HTTP server is the same as the local host address

    Note

    • When importing Remote Support settings to the storage system all at once, click the [Browse...] button to specify the location where the settings file has been stored, and click the [Import] button. If the contents of the information file were set incorrectly, an error screen appears.

  3. Click the [OK] button.

    → The Remote Support setting starts.

  4. Click the [Done] button to return to the screen when starting this function in Step 1.

    Caution

    • After completing the setting, the REMCS center sends the setting confirmation result to the "Administrator E-Mail Address" or the "Connection check operator E-Mail Address". Make sure to confirm the setting results.