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Login
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Sometimes when I try to access the ITRC from my bookmarks, I don't get a response from your server.
To make sure you can access the IT Resource Center site whenever you need to, we rely on a collection of servers to share the work of supporting all our visitors. When you access an ITRC URL (which includes itrc.hp.com), we automatically redirect you to an available server.
Many users have created ITRC bookmarks after they have been redirected to a particular server. If you rely on such a bookmark (for example http://us-support2.external.hp.com), you'll bypass the redirector that takes you to the best available server.
We recommend that you edit your existing bookmark properties so that the first part of the URL reads "itrc.hp.com" on any ITRC page bookmark. Any text after "hp.com" should be left as is. Each time you want to access the ITRC, be sure to use this new bookmark to ensure optimal availability to the ITRC.
To edit your bookmark in Internet Explorer, go to your bookmark under "Favorites," right click on the bookmark, click "Properties," click "Internet Shortcut," and edit the Target URL.
To edit your bookmark In Netscape, go to "Communicator," "Bookmark," "Edit Bookmark," right-click on the ITRC bookmark, go to "Bookmark Properties," and edit the Target URL.
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Every time I try to log in to the IT Resource Center, it says it is busy (error 381).
The IT Resource Center is experiencing a temporary maximum load of users as a result of increased usage at that time. Try to log in again after 5 minutes.
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I cannot remember my User ID or Password for the IT Resource Center.
In the maintenance and support section of ITRC, you can use the automated User ID/Password retrieval process (located on the login screen).
In the training and education area of the ITRC, follow this procedure:
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At beginning of registration process (after you have chosen a product), select "I forget my password - email my password".
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Enter your email address.
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Your password will be retrieved and sent to your email address immediately.
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a. I have an ITRC User ID and password but I cannot successfully log in. I seem to be in a loop.
b. For some reason, I am not able to complete my ITRC registration. I keep getting sent back to the same page, a page I have already traversed.
These symptoms are characteristic behaviors of browsers that have not been configured to accept cookies. To use the ITRC, you will need to establish a security level that will provide some level of acceptance of cookies.
To learn how to configure your browser's cookie settings, see
about cookies and the IT Resource Center.
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What happens when I check the box next to remember my user ID and password during login?
Find out more about the
remember my user ID and password
feature.
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How does ITRC transmit sensitive information?
Your login information is always transmitted using SSL (secure http).
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What is a secure session?
Your login information is always encrypted by SSL (Secure Socket Layer) protocol. However, normally other pages in ITRC are sent using standard http protocol. This means that certain information, such as your name, ITRC entitlement or call information is transmitted without being encrypted. For additional data security, you may choose to login with a secure session so that all transactions in your ITRC session will be encrypted by SSL. Please note that SSL incurs additional processing which may slightly lengthen response time.
Patching
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What patch services are available and how are they different?
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Find individual patches
area allows you to search for and download patches from the patch database, or browse patch lists for the various operating systems.
- Standard patch bundles - find patch bundles provide recommended patch sets for the various operating systems.
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Customized patch bundles - run a patch assessment
provides a tool that helps you determine and bundle patches specific to your HP-UX system.
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Find archived patches lets you find patches for older operating systems.
- find patches for products includes a collection of patches for various software products.
- find HP-UX patches in a patch set view and download sets of patches for common HP-UX products and subsystems.
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How do I find an individual patch?
Individual patches are organized within the Patch Database by the operating system that they run on. The first step in finding an individual patch is to select the operating system. You will then be presented with the Search for Patches page. The next step is to select the platform and the OS version. If you're looking for patches for non-operating system products (a.k.a. layered products), select the hardware and OS version for the system that is to be patched. Now you're ready to search. Select one of the three search methods in the pull-down menu under Step 2 on the Search for Patches page:
Search by Keyword: Use this to enter a descriptive word or phrase to help locate your patches. Enter a string such as "TCP/IP" or "ARPA" or possibly the text of an error message you've encountered. The search engine will search all of the patch description documents for your search string and display any matches within the context of the OS and version specified.
Browse Patch List: Use this option if you want to see all of the available patches within the context of the OS and version specified.
Search by Patch ID: If you know the identifier or name of the patch you're looking for, use this search technique. Enter the patch identifier in the text box to the right. You can enter multiple identifiers separated by spaces.
Hit Search. The interface will re-display the Search for Patches page showing any patches that meet your search parameters at the bottom. The results of a search are shown in a table format. The patch identifiers in the Recommended and Most Recent columns are linked to their respective patch descriptions.
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How can I find more information about a specific patch?
Clicking on a patch identifier will display a detailed description of the patch. Examine the detailed descriptions and determine if any of the patches meet your needs.
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What's with the multiple columns and the *** in the search results page?
The search results are displayed in a 3 column table, one row for each chain of patches that satisfies your search criteria. Patches form chains: a new patch to a module or subsystem contains all of the functionality or defect remedies of all previous patches to that module or subsystem. So the new patch can be thought of as a superset of all previous patches. The entries in the Recommended and Most Recent columns represent specific points along a particular chain of patches. Chances are that you want the patch identified in the Recommended column.
Upon initial release, a patch meets HP's established minimum quality level and HP assigns a 1-star (*) rating to the patch. After release, the patch may go through additional field, stress and performance testing. As the patch progresses through more stringent testing, its rating is increased to ** or ***. The more stars, the more the patch is suitable for high availability mission critical situations.
Pick the patch in the Most Recent column if you have need for the functionality or defect fix that is in that patch specifically, as opposed to being inherited from one of its predecessors. Otherwise, select the patch from the Recommended column.
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How do I specify what patches to download?
From the search results page, you can examine a patch's description to see if it meets your needs. If it does, hit the Add to Selected Patch List button on the top of the patch description page. Alternatively, you can return to the search results page and click the check box beside the patch name. Scroll to the bottom of the list and hit the Add to Selected Patch List button. In either case, the ITRC shows you the Selected Patch List page.
You can think of the Selected Patch List as a virtual shopping cart into which you put your patches for subsequent downloading. If you add a patch to your Selected Patch List that requires other patches for proper functioning, the other patches are automatically added to your Selected Patch List.
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How do I download the selected individual patches?
At the bottom of the Selected Patch List page is a Download Selected button. Depressing this button will display the Download Patches page. This page shows you the total size of all of the patches to be downloaded. You can download all of your selected patches in a single operation by depressing the Download button in the middle of the page. You can download the patches in a zip, tar or gzip archive format. Your browser will bring up a Save As dialog in which you can specify the path and file name of the downloaded archive.
Alternately, you can download your patches individually using an HTTP or FTP operation. This is initiated from the bottom half of the Download Patches page. Each patch has an HTTP or FTP button associated with it. Choose one that is appropriate for your situation.
If you change your mind and wish not to download a particular patch, you can remove it from your download list.
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Is there an FTP site where I can download patches that are listed on the IT Resource Center?
You can obtain patches from the IT Resource Center Anonymous FTP Site. Access ftp.itrc.hp.com.
Login:
anonymous
Password:
(your e-mail address).
Searching
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How do I search in the IT Resource Center?
The IT Resource Center offers several search tools to assist you in performing maintenance and solving problems. The table below lists and describes the various search tools available at the ITRC, and offers detail about the content they reveal. For example, patches are better searched at the patch database than the Forums. Refer to the table below for further detail.
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Search objectives
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Recommended tool
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How to focus/limit results
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- Search all available ITRC content: technical knowledge, manuals, Forums postings, and more, for both HP and Compaq
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Search knowledge base (on left side of all ITRC pages)
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You can specify search criteria (all words, any word, exact phrase, Boolean) and filters (content types, dates, and results display). Login is optional for some content, and required for others - please login first for best results. Some content requires additional authorization such as a certain level of support agreement.
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- Search all available ITRC content (quick search)
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Search (on top of all ITRC pages except Forums)
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Same as above; click "More options" before searching, or see bottom of search results after searching.
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- Search Forums postings only (quick search)
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Search (on top of all Forums pages)
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Click "Forums advanced search" before searching, or see bottom of search results after searching. You can specify search criteria (all words, any word, exact phrase, Boolean), forum categories, and more options (such as author, date, and more). Login is optional.
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- Search patches only
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Patch database (on left side of all ITRC pages)
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Click "Find individual patches" or a specific operating system. Login is required. You can specify OS, search criteria (all words, any word, exact phrase, Boolean), and results display. See patching for more information.
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Additional help and instructions on how to use a specific ITRC search tool are available in each tool.
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Some ITRC content is not available for searching, including: support cases, software product updates, and ITRC online help.
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Software licensing
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See
questions and answers
covering topic areas such as Software on HP-UX CD-ROM, How to Obtain a Codeword, OpenMail, How to Obtain a Password, Password Installation, Micro Focus Cobol, and Licensing Technology.
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Software Update Manager
Support agreements
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What is support agreement linking?
HP support agreements can have either of two types of identifiers for linking in ITRC. As in the past, a System Handle can be used for pre-merger HP support agreements. Additionally, a Service Agreement ID will identify new-HP support agreements for linking to your ITRC User ID.
As appropriate to your HP support agreement, either a System Handle or a Service Agreement ID will identify HP support agreements for linking for ITRC access.
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Why do support agreements have two different identifiers?
Support agreements can have either of two identifiers because HP adopted a new convention for defining agreements as part of merging pre-merger HP and pre-merger Compaq systems. Thus, System Handle can be used as well as Service Agreement ID as appropriate. Refer to your HP support agreement documentation for the correct identifier.
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How do you link a support agreement to your ITRC User ID?
A Service Agreement ID or System Handle is an identifier of your support agreement with HP.
Find out more
about why you need to link your Service Agreement ID or System Handle(s) to your User ID on the IT Resource Center and the information you will need in order to link a support agreement.
To link a support agreement, , go to the "my profile" page and scroll down to the section entitled "enable access to additional services". Find "link a support agreement to your user id" and follow the directions to link your support agreement. (
Click here
to go to the "my profile" page.)
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I try to link my support agreement to my User ID, but it says it is already linked to someone else.
Another person in your company (or a previous employee) already has the support agreement linked to their User ID. To assign the support agreement to your ID, you can contact the person that has linked it and ask that person to share the support agreement with you.
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I have linked my support agreement to my User ID, yet I still do not have access to Hardware/Software Features.
There is a possibility that your support agreement has a "misconfiguration" that is not allowing all features to show up on the ITRC. The support agreement might require a "re-linking process" or reconfiguration so the missing features will appear. Contact the IT Resource Center team or call the Response Center for assistance with re-linking or reconfiguring your support agreement.
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I have linked my support agreement to my User ID, but it still says "Not Authorized" when using software update manager.
It is possible that your support agreement has an incorrect configuration, or that you do not have the appropriate level of support to use with software update manager. You should either contact the ITRC, or contact your Support Agreement Specialist to investigate this issue.
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Can I share my support agreement with other users on my team/in my company?
Sharing a support agreement is available in the Maintenance and Support section of the ITRC. After logging in, click on my profile on the left menu bar, then select the desired support agreement. Selection features of sharing properties will appear. Choose those features that fit your situation and add the User ID, as well as the name of the person with whom you want to share the support agreement.
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What should I do with a User ID when someone leaves the company or changes jobs? (In general, support agreements are associated with and managed by the owner of a User ID.)
If you are the new person responsible for the affected support agreement(s), you can logon under the existing User ID and change "My Profile" as needed. You also may change the password to limit access to the account. If you don't have the password, from the IT Resource Center Login page you can select "Recover lost User ID or Password" then select "Contact HP for Assistance".
If you don't want to use the existing User ID(s), you can "register now" and establish a new User ID then "re-assign" (through "My Profile") any or all of the existing support agreements.
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Miscellaneous
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When I look at my calls in the Call Summary, I only see the ones logged via the web interface.
To see a full listing of all calls placed on a specific system handle, click on "edit call manager settings" page; and select which types of calls you want to view.
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How is security managed in IT Resource Center - Maintenance/Support?
For a discussion of encryption and secure servers, see
about encryption in the IT Resource Center
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Printable version
