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Auto Service Request (ASR) No Heartbeat Issue How to Resolve (Doc ID 1346328.1)
In this Document
Goal
Solution
Why does ASR move assets to ASR No Heartbeat?
Step One: Verify that your network configuration is correct!
Step 2: Determine if the ASR asset has been decommissioned.
Step 3: Please take the action appropriate to the ASR implementation used for your Asset in No Heartbeat
status:
ASR Manager for servers and Engineered System (Exadata, Exalogic, ...)
Integrated Lights Out Manager (ILOM)
Common Array Manager (CAM)
ZFS Storage Appliance (7xxx)
SDP2/VOP
Solaris 11 ASR Assets
Enterprise Manager Ops Center
Need more help?
ASR Manager for servers and Engineered Systems (Exadata, Exalogic, ...)
ZFS Storage Appliance (7xxx)
SDP2 / VOP
Solaris 11 ASR Assets
Enterprise Manager Ops Center
Further Assistance:
References
APPLIES TO:
Sun Hardware Generic Version All Versions and later
Information in this document applies to any platform.
GOAL
Auto Service Request (ASR) No Heartbeat
Risk: There is a problem with the ASR connection from your environment to Oracle which is preventing ASR from
being able to open Oracle Service requests for your assets.
Impact: Assets are not able to send ASR events to Oracle. Your systems could be at risk of unknown failures and
unplanned down time.
SOLUTION
Why does ASR move assets to ASR No Heartbeat?
If heartbeat is missed (approx. 48 hours), the ASR infrastructure will send an email warning them that we haven’t
received a heartbeat from the customer's enviroment.
Additionally, the ASR Staus changes to “Active – No Heartbeat” status in My Oracle Support. Once a heartbeat is
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received again, the ASR Status will change back to "Active."
Note: Some ASR Manager autoupdates have been reported to fail, leaving the ASR Manager in a nonrunning
state.
Refer to: ASR Manager autoupdate problem how to resolve (Doc ID 2079486.1)
Step One: Verify that your network configuration is correct!
If your network environment is configured to use the IP address for *.oracle.com services, (in a firewall, for
example) please note that the IP address may have changed.
Please refer to:
Changes to Oracle IP Addresses may affect ASR connection for ZFS Storage Appliance, Enterprise Manager
Ops Center, Common Array Manager (CAM), Oracle Key Manager (OKM), Axiom, and FS1 products (Doc ID
2031895.1)
Changes to Oracle IP Address for transport.oracle.com may affect ASR Manager, Secure File Transport
(SFT), Common Array Manager (CAM), Solaris 11, and SDP2 (Doc ID 1338575.1)
Note: Platinum, Advanced Monitoring and Resolution
If the asset is managed by Oracle Platinum Services or Oracle Advanced Monitoring and Resolution,
please use My Oracle Support to open an Oracle Service Request to resolve the "no heartbeat" problem.
Step 2: Determine if the ASR asset has been decommissioned.
If you have decommissioned the Asset, you will need to deactivate ASR to prevent additional "No Heartbeat" email
notifications.
You can either:
Use the ASR implemention associated with the Asset to deactivate ASR. Refer to the ASR documentation.
Use My Oracle Support ... Systems ... Asset to locate the Asset serial number and deactivate ASR for the
asset.
Step 3: Please take the action appropriate to the ASR implementation used for your Asset in No
Heartbeat status:
ASR Manager for servers and Engineered System (Exadata, Exalogic, ...)
Integrated Lights Out Manager (ILOM)
Common Array Manager (CAM)
ZFS Storage Appliance (7xxx)
SDP2/VOP
Solaris 11 ASR Assets
Enterprise Manager Ops Center
Need more help?
ASR Manager for servers and Engineered Systems (Exadata, Exalogic, ...)
Solution: Review the ASR User Documentation [http://oracle.com/asr ... documentation]
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Is ASR Manager running?
Run:
/opt/asrmanager/util/check_asr_status.sh
Checking ASR Manager status ..
PASS: ASR Manager bundles state is active.
PASS: ASR Manager SNMP listener is running (SNMP port 162).
PASS: ASR Manager database connectivity is working.
PASS: ASR Manager Registration SSO user name is set correctly.
PASS: ASR Manager Oracle transport connectivity is working.
PASS: ASR Manager Oracle transport endpoint is set correctly.
PASS: ASR Manager OSGI port is accessible.
PASS: ASR Manager process is running.
If the ASR Manager process isn't running, stop and restart the asrmanager process:
Solaris:
svcadm disable asrm
svcadm enable asrm
Linux:
service asrm stop
service asrm start
Rerun /opt/asrmanager/util/check_asr_status.sh
Is the ASR Manager registered with Oracle?
'asr show_reg_status' command shows the registration status.
To Fix:
If unregistered reregister with: asr register
Is the ASR Manager able to communicate with Oracle?
'asr test_connection' command performs a transport test.
To Fix:
Validate network connectivity and rerun test_connectiont command.
After resolving any network connectivity problems, run:
asr heartbeat
to send a heartbeat event to the Oracle.
Then, check the asset's ASR status on My Oracle Support [http://support.oracle.com].
Integrated Lights Out Manager (ILOM)
ILOM and ASR Manager:
Review the ASR User Documentation [http://oracle.com/asr ... documentation]
and the product's documentation.
Note that newer ILOMs send heartbeats to the ASR Manager and older ILOMs do not.
Use the "asr list_asset" command and view the "LAST_HEARTBEAT_DATE" to determine if the ILOM is
sending heartbeats.
Send a test alert from the ILOM to verify if the heartbeat is received by the ASR Manager.
("Create Test Alert ILOM" in the ASR Manager User's Guide.")
ILOM ASR Cleint: (ILOM version 3.2.5 and later)
Review the "Oracle® ILOM Administrator's Guide" / Configure Oracle ILOM as an ASR Client
and follow the instructions to send a heartbeat event.
Common Array Manager (CAM)
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Please review the documentation
Use the CAM user interface to unregister and reregister for ASR.
1. Click Sun Storage Common Array Manager.
2. The navigation pane and the Storage System Summary page are displayed
3. In the navigation pane, expand General Configuration and choose Auto Service Request. The Auto
Service Request Setup page displays.
4. Click Unregister.
To register with the Auto Service Request service:
1. Click Sun Storage Common Array Manager. The navigation pane and the Storage System Summary
page are displayed in the navigation pane, expand General Configuration and choose
2. Auto Service Request. The Auto Service Request Setup page displays.
3. Provide the following information:
Oracle SSO Account username and password
Type of internet connection to be used
4. Click OK.
5. After registering CAM with ASR, use My Oracle Support to activate ASR.
ZFS Storage Appliance (7xxx)
Please review the documentation
Use the 7xxx administration user interface to check the "Phone Home" logs Maintenance>Logs
>PhoneHome
Unregister and reregister for ASR.
After registering with ASR, use My Oracle Support to activate ASR.
SDP2 / VOP
Please review the Oracle Virtual Operator Panel (VOP) documentation.
Solaris 11 ASR Assets
Is the Solaris 11 ASR notify service running?
'svcs asrnotify' command provides status of ASR notify service.
To Fix:
If asrnotify is in offline STATE then run 'svcadm enable asrnotify'
If asrnotify is in maintenance state then check the asrnotify service logs in /var/svc/log, fix any
logged problem if any, then run 'svcadm clear asrnotify', and 'svcadm enable asrnotify'
Is Solaris 11 registered with ASR Manager?
'asradm list' command shows the registration status.
To Fix:
If Status is 'Not Registered' then run 'asradm register' to register the system.
Is Solaris 11 able to communicate with ASR Manager?
asradm send test
To Fix:
Validate network connectivity and rerun the test command.
After resolving any network connectivity problems, run:
asradm send heartbeat to send a heartbeat event to the Oracle.
Then, check the asset's ASR status on My Oracle Support @ http://support.oracle.com.
Enterprise Manager Ops Center
Please review the Ops Center documentation.
Further Assistance:
Review the User Documentation http://oracle.com/asr ... Documentation
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Join the ASR Community and post questions and review answers.
If installation help is needed, open technical Service Request via My Oracle Support
[How to open a Service Request for Auto Service Request (ASR) installation and configuration problems (Doc
ID 1909589.1)]
REFERENCES
NOTE:1338575.1 Changes to Oracle IP Address for transport.oracle.com may affect ASR Manager, Secure File
Transport (SFT), Common Array Manager (CAM), Solaris 11, and SDP2
NOTE:2031895.1 Changes to Oracle IP Addresses may affect ASR connection for ZFS Storage Appliance,
Enterprise Manager Ops Center, Common Array Manager (CAM), Oracle Key Manager (OKM), Axiom, and FS1
products
NOTE:2079486.1 ASR Manager autoupdate problem how to resolve
NOTE:1909589.1 How to open a Service Request for Auto Service Request (ASR) installation and configuration
problems
NOTE:1185493.1 Oracle Auto Service Request (ASR)
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