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Oracle® Exalogic Elastic Cloud Machine Owner's Guide
Release EL X2-2, X3-2, and X4-2

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17 Installing Auto Service Request (ASR) Software

This chapter describes how to install Auto Service Request (ASR) for Exalogic machines.

It contains the following topics:

17.1 About Oracle Auto Service Request (ASR)

Auto Service Request (ASR) is a secure, scalable, customer-installable software feature of warranty and Oracle Support Services that provides auto-case generation when common hardware component faults occur. ASR is designed to enable faster problem resolution by eliminating the need to initiate contact with Oracle Support Services for common hardware component failures, reducing both the number of phone calls needed and overall phone time required. ASR also simplifies support operations by using electronic diagnostic data. Easily installed and deployed, ASR is completely controlled by you, the customer, to ensure security. ASR is applicable only for component faults. Not all component failures are covered, though the most common components (such as disk, fan, and power supplies) are covered.


ASR is not a replacement for other monitoring mechanisms, such as SMTP and SNMP alerts, within your data center. It is a complementary mechanism that expedites and simplifies the delivery of replacement hardware. ASR should not be used for downtime events in high-priority systems. For high-priority events, contact Oracle Support Services directly.

17.2 Recommended Configuration

The recommended configuration is to install the ASR Manager, which receives fault telemetry information from Exalogic compute nodes, on a system outside of Exalogic. This machine can also be a virtual machine that runs Oracle Solaris or Oracle Linux.

Although it is possible to install ASR Manager on one of the Exalogic compute nodes, it is recommended that you install it outside of Exalogic.

17.3 Before You Begin

Before installing ASR, ensure that the following conditions are met:


For Exalogic compute nodes, ASR only covers what the ILOM monitors.

17.4 Prerequisites for Installing ASR Manager

The following are the prerequisites for installing ASR Manager on a system outside of Exalogic:

17.5 Installing ASR Manager on a Standalone System

Installing ASR Manager on a standalone system (a machine outside of Exalogic running Oracle Linux or Oracle Solaris) involves the following steps:

  1. Installing Service Tags for Oracle Linux

  2. Installing SASM Package

  3. Installing ASR Package

17.5.1 Installing Service Tags for Oracle Linux

To install service tags for Oracle Linux, complete the following steps:

  1. If necessary, download Sun Service Tags 1.1.5 from the following URL, and unzip:

  2. Run the following commands to install the service tags:

    rpm -i sun-servicetag-1.1.5-1.i386.rpm

    rpm -i sun-hardware-reg-1.0.0-1.i386.rpm

17.5.2 Installing SASM Package

To install the SASM package, complete the following steps:

  1. Run the following command, as a root user, to verify you have version 1.2.1 or later:

    • On Oracle Linux:

      # rpm -q SUNWsasm

    • On Oracle Solaris:

      # pkginfo -l SUNWsasm

    If required, download SASM 1.2.1 from the following URL:

  2. As root, run the following command to install the SASM package:

    • On Oracle Linux:

      # rpm -i SUNWsasm.version_num.rpm

    • On Oracle Solaris:

      # pkgadd -d SUNWsasm.version_num.pkg

17.5.3 Installing ASR Package

To install the ASR package, complete the following steps:

  1. Download the ASR package from the following URL, and unzip:

  2. As root, run the following commands to install the ASR package:

    • On Oracle Linux:

      # rpm -i SUNWswasr.version_num.rpm

    • On Oracle Solaris:

      # pkgadd -d SUNWswasr.version_num.pkg

  3. Add the asr command to the PATH (update to the root's .profile, .cshrc, .kshrc. or .bashrc as needed):

    PATH=$PATH:/opt/SUNWswasr/bin/asr export PATH

17.6 Registering the ASR Manager

To register the ASR Manager, see the topic Register the ASR Manager in Oracle® Auto Service Request Installation and Operations Guide.

17.7 Activating ILOM for Exalogic Compute Nodes

To activate the ILOM for Exalogic compute nodes, complete the following steps:

  1. Activate the ASR Manager host machine by running the following command:

    asr activate_asset -i IP_address_of_ASM_Manager_host_machine

  2. Activate ILOM for Exalogic compute nodes individually by running the following command:

    asr activate_asset -i ILOM_IP_address_of_compute_node


    For a list of default ILOM IP addresses assigned to Exalogic compute nodes, see Chapter 4, "Default IP Addresses and Ports Used in Exalogic Machine."

17.8 Activating the Storage Appliance

To activate the storage appliance included in your Exalogic machine, complete the following steps:

  1. Ensure that you have a valid My Oracle Support Account.

  2. Ensure that you can connect to the Internet from your storage appliance using either a direct connection or a web proxy.

  3. In a web browser, enter the IP address or host name you assigned to the NET0 port of either storage head as follows:




    The login screen appears.

  4. Type root into the Username field and the administrative password that you entered into the appliance shell kit interface and press the Enter key. The Welcome screen is displayed.

  5. Click the Configuration tab, and click SERVICES. On the left navigation pane, click Services to display the list of services.

  6. Click Phone Home, as shown in Figure 17-1.

    Figure 17-1 Phone Home Tab on the List of Services

    Description of Figure 17-1 follows
    Description of "Figure 17-1 Phone Home Tab on the List of Services"

    When you click Phone Home, the Phone Home page is displayed, as shown in Figure 17-2.

    Figure 17-2 Phone Home Settings Page

    Description of Figure 17-2 follows
    Description of "Figure 17-2 Phone Home Settings Page"

  7. In the My Oracle Support Username field, enter your username.

  8. In the Password field, enter the password for your My Oracle Support account.

  9. If you are using a web proxy to connect to the Internet from the storage appliance, select the Use web proxy option, and enter the following information:

    • In the Host : port field, enter the complete host name of your web proxy server and the port.

    • In the Username field, enter your user name for the accessing the web proxy server.

    • In the Password field, enter your password.

  10. Click the Apply button.

  11. When the Service Enable / Disable popup is presented, select the Enable option.


For information about network configuration for the storage appliance, see Section 8.4.4, "Network Configuration Options."

ASR activation for the storage appliance covers ILOM on the storage server heads.

17.9 Approving and Verifying ASR Activation for Exalogic Machine Assets

This section contains the following topics:

17.9.1 Approving Exalogic Machine Assets in My Oracle Support

To approve Exalogic machine assets in My Oracle Support, complete the following steps:

  1. Log in to My Oracle Support.

  2. On the home page, click the More... tab, and click Settings.

  3. In the Settings left-hand section, click Pending ASR Activations.

  4. Select the Exalogic machine hardware component you want to activate and review the information on the ASR Activation – Asset screen, as shown in Figure 17-3. You may need to update information about your Exalogic machine, as required.

    Figure 17-3 ASR Activation - Asset Screen in My Oracle Support

    Description of Figure 17-3 follows
    Description of "Figure 17-3 ASR Activation - Asset Screen in My Oracle Support"

  5. Click Approve to complete activation.


    An Exalogic machine asset must be in an active ASR state in My Oracle Support in order for Service Request autocreate to work.

17.9.2 Viewing and Verifying ASR Assets

To view and verify ASR assets (Exalogic machine components whose ASR is active), complete the following steps:

  1. On the standalone system where ASM Manager is running, run the following command to verify the status of your Exalogic machine assets:


    This command should list ASR assets in your Exalogic machine, including compute nodes and storage server heads.

  2. Log in to My Oracle Support. You must see the same set of ASR assets with their correct serial numbers.