HP vs HPE - Warranty Status Incorrect

We are finding that our warranty status information on our HP server hardware is no longer correct. When you click the link to view the details, you are directed to the HP site which has incorrect information: Check your warranty status - HP Support Center - HP

However if you use the new link for the HP Enterprise site the information is correct: Check your warranty status - HP Support Center - HPE

Is there a way we can edit the URL for the API call so that it will point to HPE? Is this already a known issue that is being corrected?

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Accepted answers

tomasv

If you have SAM 6.2.3 or 6.2.2 it should be fixed.

Otherwise please use solution described in this article Asset Inventory stopped polling of warranty info for HP machines

All comments

aLTeReGo

Have you extended the warranty of your server?

tomasv

If you have SAM 6.2.3 or 6.2.2 it should be fixed.

Otherwise please use solution described in this article Asset Inventory stopped polling of warranty info for HP machines

aaw

Thx for your assistance. We are running 6.2.2 and looking through the config file it appears it is using the correct hpe.com URL, but the "View Warranty Status" link on the Asset Inventory tab takes you to hp.com. Not a major issue but leads you to believe it is polling the wrong URL. We continue yo have a number of systems with incorrect warranty dates but I think it is a combination of polling issues and incorrect information returned by HP.

cabotski

Hi (aLTeReGo

I'm running SAM 6.2.2 and have the same issue with HP Warranty not being populated correctly, especially when extended warranties have been purchased. Now i am aware that HPE can take a little while to update these on their systems, however, the HPE site is requesting the Product number as well as the serial number of the server to be able to supply the current warranty status. I'm seeing this more and more with my servers.

Is there a way that this info can be passed through also?

I have checked the .config file in the correct answer in this post and my 6.2.2 install has the same config file.

Any help would be apreciated.

Steve

aLTeReGo

What operating system is the machine running that is not properly reflecting the correct warranty date?

cabotski

Windows based OS's. 2008 / 2012r2

If i manually go to the HPE address in the .config file the page requests the serial number of the device. However, this then returns with the following "This product cannot be identified by serial number alone. Please enter a product number below." If you add the product number it then returns with the expected warranty information - in this case, in date details.

stevenwhunt

steve.cabot, I will look into this with our engineering team.

tomasv

Hi,

Asset Invontory does HP warranty info poll using both hardware tags - serial number & product number - every time. So it shouldn't be the issue.

To avoid undue load on warranty websites, the following algorithm is followed for scheduling or automating warranty retrievals:

• Query warranty daily when expiring between -10 to 30 days.

• Query warranty every 30 days for warranties expiring between -10 to -60 days.

• Do not query for warranties for devices that have warranty expired more than 60 days.

So when warranty is 2 month over, automatic warranty poll is not scheduled.

You can check information used to look-up for and to show warranty by this database query:

SELECT [NodeID]      ,[HostName]           ,[HardwareSerialNumber]      ,[ProductNumber]      ,[Manufacturer]      ,[Model]      ,[WarrantyDate]      ,[LastWarrantyPoll]      ,[LastWarrantyPollStatus]FROM [AssetInventory_ServerInformation]

How to initiate a warranty lookup?

Simply press "Poll now" on node.

It will set LastWarrantyPollStatus to PollNow (number 3) and it should initiate inventory information polling and then warranty lookup.

I hope this will help.

Tom