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More Information on Access to HPE Support Materials

HPE makes available a knowledge base, tools, and updates to its software and firmware to customers for a comprehensive range of HPE products. These HPE support materials are a major part of the value of our products and HPE Customer Support.

Use of all HPE support materials are defined by the terms and conditions under which you purchased the product and/or support, respectively. Such terms include terms of use, exclusions, customer responsibilities, and further eligibility requirements.

Select support materials for some products require validation of an active warranty or support agreement. HPE may offer access to product updates outside any validation requirements to address high-severity security problems.

More information on these products is in the specific product information links below and frequently asked questions are further below. Over time, HPE may include additional products to this listing.

I. View and Update Your Entitlements

We encourage you to review your current entitlements on the View My Contracts & Warranties page ( click here to go to the View My Contracts & Warranties page ). In order to validate your HPE support and to take full advantage of HPE Support Center (HPESC) functionality we ask you to link your contracts, HPE Packaged Support Services, and/or warranties with your HPESC account.

Click here to link your contracts .

Click here to link your HPE Packaged Support Services .

Click here to link your warranties .

The links below identify the products that currently require validation for HPE customers. HPE will continue to refine access to its support materials. To access support materials for these products, an active warranty or support agreement covering each specific product is required.

NOTE:
  • Certain HPE Support Center features require a warranty, HPE Packaged Support Services, or contractual support agreement for the specific product being updated.
  • In order to access a product’s support materials, you will need support coverage for each product within your environment. For example, if you have both Integrity and EVA products in your IT environment, you would need separate support coverage on both products.

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II. Frequently Asked Questions

  1. What is the scope of this change?

    Support Validation applies to HPE product support materials through HPE Support Center (HPESC) ( click here to go to the HPE Support Center ) for select firmware, component packs, Service Pack for ProLiant (SPP), service releases, and more.

    All downloads from HPESC are subject to the customer terms received at the time of purchase and/or terms and conditions of the HPE Software License Agreement ( click here to view the HPE Software License Agreement ).

  2. What forms of support are required to access downloads requiring validation?

    Validation is provided via your HPE Support Center account. An overview on setting up your account is available in Chapter 7 of the HPE Insight Online User's Guide ( click here to view the HPE Insight Online User's Guide ). Once created, your HPESC account should be linked to an active warranty, HPE Packaged Support Service, or support agreement for the specific product being updated ( click here to view the document "How to Link Contracts and Warranties to your HPE Support Center Account to Access Protected Knowledge and Downloads" ). Based on the terms of agreement signed at time of product purchase, customers are authorized to download and use updates for products covered by a support agreement or warranty. Customers should familiarize themselves with the service offerings, eligibility requirements, and terms of their support agreement.

  3. How do you determine existing warranty or support contract coverage?

    Use the following tools to check your support coverage:

  4. How do you link a large number of products to your HPE Support Center account?

    You can link up to 20 products at a time with HPE Support Center Contracts & Warranties ( click here to go to the HPE Support Center Contracts & Warranties page ). For larger quantities, the HPE Support Center has a capability that enables you to run a single batch job to link up to 2,500 warranty serial numbers, HPE packaged Support Services, or support agreement IDs to your HPESC User profile. To access this capability, click the “Batch link tool” in HPESC’s My IT Environment ( click here to go to the HPE Support Center Batch Link Tool page ).

  5. Can multiple HPE Support Center accounts be associated with a single warranty, HPE Packaged Support Services or Support Agreement?

    HPESC offers two methods to sharing linked identifiers (warranty, HPE Packaged Support Services or Support Agreement IDs) amongst HPESC 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 HPESC users, but only that single owner can determine who has access to the given identifier. Any number of users can have the identifier shared to them.

    NOTE: Users of HPE support materials for either the single or multiple ownership method must be employees of the company that purchased and owns the HPE products. HPE support materials are not authorized for use by anyone other than the product owner or HPE and/or HPE Partner Ready Service Delivery partners.

    Please click here to contact HPE Support Center for further assistance . From the HPE Support Center Home Page click on Contact Us in the upper right hand corner then click on Customer Support in the top middle of the screen.

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

    Ensure the support agreement is active and is linked to your HPE Support Center account ( click here to view the document "How to Link Contracts and Warranties to your HPE Support Center User Profile to Access Protected Knowledge and Downloads" ).

  7. As an HPE Authorized Partner, what access do I have to HPE’s firmware?

    Please refer to your HPE Partner Business Manager or click here for information on accessing firmware updates .

  8. Who can I contact with additional questions?

    If you have additional questions, please reach out to an HPE Sales Representative, HPE Authorized Partner or Reseller, or click here to visit the HPE website then click on Contact Us in the upper right hand corner.

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III. Messaging from HPE Support Center

HPESC may display a message stating "Support validation required" or "Requires contract" when attempting to access product-entitled content (Figures 1 & 2). In addition, some content may be classified as “Entitlement Required”. In these situations, it will be necessary to ensure you have a relevant product covered by a warranty or support agreement linked to your HPE Support Center account in order to access that product’s support materials ( click here to view the document "How to Link Contracts and Warranties to your HPE Support Center User Profile to Access Protected Knowledge and Downloads" ). You may review the support linked to your HPE Support Center User ID from the HPE Support Center View My Contracts & Warranties page ( Click here to access the View My Contracts & Warranties page ) and view the “Patch Privileges Summary” page ( Click here to view the Patch Privileges Summary page ) to review and understand which product support materials you are entitled to access.

NOTE: Once you have a relevant product entitlement linked to your HPE Support Center User ID ( Click here to view the document "How to Link Contracts and Warranties to your HPE Support Center User Profile to Access Protected Knowledge and Downloads" ), the “More information” messages will no longer be visible and the content may then be accessed.

Figure 1: Example "Support validation required" message displayed upon attempt to access entitled content in HPESC Software, Drivers, and Firmware

Figure 2: Example "Requires contract" message displayed upon attempt to access entitled content in HPESC Patch Management

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IV. Messaging when “No downloads available”

The following HPE Support Center error message indicates the selected product does not have any downloads available. This is unrelated to download protection. If you feel this message is shown in error, please Contact HPE Support Center Assistance for Help.

Click here to go to the "Ask a question about using HPE Support Center" page .

Figure 3: Example "No Downloads" message when no content is available

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V. Warranty Status

To gain access to downloads that require entitlement validation, it is necessary to have a warranty, HPE Packaged Support Service, or support agreement linked to your HPE Support Center account.

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

HPE Support Center also allows checking warranty status of a serial number directly on a product home page. Note, entering a product serial number into HPE Support Center in the warranty status box does NOT link the warranty to your HPE Support Center account, and thus does not fulfill the download validation (See Figure 4).

NOTE: Entering a product serial number into HPE Support Center in the warranty status box does NOT link the warranty to your HPE Support Center account, and thus does not fulfill the download validation (See Figure 4).

Figure 4: Warranty status (not linked to HPE Support Center User profile)

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VI. More Information

If you have additional questions, please reach out to an HPE Sales Representative, HPE Authorized Partner or Reseller, or click here to visit the HPE website then click on Contact Us in the upper right hand corner.

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VII. Australian Law Disclaimer

Australian consumers note, 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 updates in accordance with their rights under the ACL (even if they do not have an active support agreement, HPE Packaged Support Service, or HPE Limited warranty).

If you think the ACL applies to you, please call our technical support team so that HPE can assess your entitlement (to contact customer support click here to visit the HPE website then click on Contact Us in the upper right hand corner. For further information on consumer rights, visit gov.au ( click here to go to the gov.au page Non-HPE site ). Australian consumers should read all other provisions outlined in the FAQ subject to this note.

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Legal Disclaimer: Products sold prior to the November 1, 2015 separation of Hewlett-Packard Company into Hewlett Packard Enterprise Company and HP Inc. may have older product names and model numbers that differ from current models.

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Document title: More Information on Access to HPE Support Materials
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