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HP ProLiant Servers Firmware Access Update

Overview

HP is asking customers to validate their support coverage in order to access some firmware updates and the Service Pack for HP ProLiant (SPP).

Frequently Asked Questions

  1. What is the scope of this change?

    This change affects all ProLiant generations and includes downloads on HP Support Center ( click here to go to HP Support Center ) for BIOS System ROM & Complex Programmable Logic Device (CPLD). These downloads are classified as BIOS System ROM.

    Validation is not required for iLO, controller components either embedded or external to the system board, drivers or any other download content in the Drivers, Software & Firmware section of HPSC. Safety and security related updates for all firmware will remain available without validation.

    HP will also implement validation of HP Support to download the SPP solutions from hp.com/go/spp ( click here to go to the HP Service Pack for ProLiant page Non-HP site ). Content within the SPP solutions, other than select BIOS System ROM files will continue to be available individually without HP Support validation on the HP Support Center section: Driver, Software & Firmware. Additionally, deployment tools (ex. SIM & SUM) that utilize the SPP components deployed outside of Software Depot will not be affected by this change.

    For the above mentioned downloads where no support validation is required the terms and conditions of the HP Software License Agreement apply.

  2. When did this change come into effect?

    19 February 2014 for HP Support Center downloads classified as BIOS System ROM.

    8 July 2014 for SPP downloads on Software Depot.

  3. Why is HP making this change?

    As is commonplace in the industry, our products include a warranty that customers pay for as part of the product. The warranty is our promise to correct issues for some period of time, including those that can be addressed with new firmware. Enabling this promise includes ongoing investments in HP intellectual property, including firmware updates. After warranty, the investments are enabled by service agreements. Service can be purchased both during and after the warranty period.

    Firmware update access is a feature of both warranty and our standard support service and is a key component of our effort to help customers get the most value from their HP systems for the long-term.

  4. What forms of support coverage are required to access the latest firmware updates for ProLiant Servers?

    Validation is provided via your HP Support Center (HPSC) account. Click here for an overview on setting up your account . Once created your HPSC Account ID should be linked to an active warranty, HP Care Pack or support agreement for the specific product being updated. Customers are authorized to download and use updates for products that are covered by a support contract or warranty. Customers should familiarize themselves with the service offerings, eligibility requirements, and terms of their support agreement.

    Click here to view the document "How to Link Contracts and Warranties to your HP Support Center User Profile to Access Protected Knowledge and Downloads".

  5. How do customers determine existing warranty or support contract coverage?

    Use the following tools to check your support coverage:

  6. How do you ‘register’ thousands of servers?

    We know many of you have large number of HP servers in your environment. The HP Support Center has a capability that enables you to run a single batch job to link up to 2,500 warranty serial numbers, HP Care Packs, or support agreement IDs. To access this capability, click on “ My Support ”, then “ Batch link tool ”. From there, follow instructions to upload the completed template (a CSV in a predefined format).

  7. For environments where multiple people may work on a specific server over time, is there a limit to the number of HP Passport users that can be associated with the same Serial Number?

    There is no limit. HPSC offers two methods to sharing linked identifiers (warranty, HP Care pack or Support Agreement IDs) amongst HPSC users:

    • “Multiple Ownership” – allows any number of users to share a single identifier. Each owner can use the serial number independently.

    • “Single Ownership” – allows a single owner to control an identifier. That owner can share with other HPSC users, but only that single owner can determined who has access to the given identifier. Any number of users can have the identifier shared to them.

    Please click here to contact HP Support Center for further assistance .

  8. Will HP require support coverage validation for safety and security firmware updates?

    No, safety and security related firmware updates will be made available to all ProLiant customers.

  9. I have a support agreement, but am unable to access entitled firmware. Why?

    Ensure the support agreement is active and is linked to your HP Support Center User ID.

    Click here to view the document "How to Link Contracts and Warranties to your HP Support Center User Profile to Access Protected Knowledge and Downloads".

  10. I am an HP partner, how do I obtain access?

    Nothing has changed for our HP authorized partners, which includes our delivery, reseller and OEM partners. If you have concerns, please reach out to your HP partner business or relationship manager.

  11. How do the Australian consumer laws apply to this change?

    Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this change excludes or limits any right or remedy, or any guarantee, warranty or other term or condition implied or imposed by the ACL which cannot be excluded or limited.

    Therefore, consumers within the meaning of the ACL may still be entitled to server firmware updates and SPP in accordance with their rights under the ACL (even if they do not have an active support agreement, HP Care Pack or HP Limited warranty).

    If you think the ACL applies to you, please email HP via Contact HP or call our technical support team so that HP can assess your entitlement. For further information on consumer rights, visit www.accc.gov.au/consumerguarantees.

  12. I still have a question. Where can I go for assistance?

    Click here to refer to the "More Information on Access to HP Support Materials" page for additional details.

  13. Who can I contact with additional questions?

    If you have additional questions, please reach out to an HP Sales Representative, HP Authorized Partner or Reseller, or click here to visit Contact HP to access HP via chat or phone .