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» My update is missing, whom do I contact?
» I want to sign up for access Software Update Manager, but I don't know my system handle/service agreement ID or support agreement number?
» What is the most current update available for a software product?
» Why are older revision updates not available in access Software Update Manager?
» How do I access Software Update Manager?
» I would like to activate a System Handle/service agreement ID in HP's Software Update Manager (SUM)?
» I would like to check the content of my System Handle/service agreement ID from the Software Update Manager main menu.?
» I would like to order Software Updates?
» I would like to retrieve software product update information?
» I would like to retrieve delivery information?
» I would like to change my delivery address?
» I would like to subscribe to Software Update Manager announcements?
» I need assistance in SUM or other pages in the ITRC?
» When I try to download software from the Software Update Manager, I do not get a completed download?
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My update is missing, whom do I contact?
In the U.S., contact the Customer Service Center. Outside the U.S., contact your local contract administrator and they can investigate the situation by verifying that the products are correctly loaded on your support contract. Possible causes:
- the products on the support contract were not activated until after the update revision took place
- the update notification was not received by the customer
- the update kit shipment was lost in transit
SUM customers manage their updates themselves and can verify the shipment information within the system for their physical delivery requests.
In the United States, call (800) 386-1115 or Worldwide visit www.itrc.hp.com. Choose your geographical location, click on "maintenance and support", then under Downloads select "Updates".
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I want to sign up for access Software Update Manager, but I don't know my system handle/service agreement ID or support agreement number?
Contact the Customer Service Center or your contract administrator. They will assist you in a contract investigation to identify your system handle/service agreement ID and support agreement number.
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What is the most current update available for a software product?
In Software Update Manager you can view the revisions that have occurred for your product. This will allow you to see the most current revision. Outside of Software Update Manager there is currently no way to find the current revision of an individual product. A matrix that will provide this information will soon be available at the HP OpenView Software Support Online site, www.managementsoftware.hp.com/services.
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Why are older revision updates not available in access Software Update Manager?
A majority of HP OpenView revisions released prior to May 2000 are not available to customers in Software Update Manager. Since very few customers were signed up in Software Update Manager, and the prior HP OpenView releases were not set up in Software Update Manager before May 2000, you may not be able to access past revisions using Software Update Manager.
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How do I access Software Update Manager?
Access SUM via ITRC at www.itrc.hp.com. Choose your geographical location, click on "maintenance and support", then under Downloads select "Updates".
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I would like to activate a System Handle/service agreement ID in HP's Software Update Manager (SUM)?
Note: The system handle/service agreement ID must have been previously linked to a User ID. After logging in to SUM, select the Software Updates' hyperlink. A list of eligible system handles/service agreement ID will be displayed. Select any system handle/service agreement ID you want to use in Software Update Manager; selected system handles/service agreement ID will then be activated.
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I would like to check the content of my System Handle/service agreement ID from the Software Update Manager main menu.?
After logging in to SUM, click on the Preferences hyperlink. Select the system handle/service agreement ID for which you want to view the product list. Then click on View the Product List link. The Software products covered on your HP Support Agreement are displayed for the system handle/service agreement ID you selected (and also the Hardware products).
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I would like to order Software Updates?
From the Software Update Manager main menu, click on the Software Updates on Contract hyperlink. Select the system handle/service agreement ID for which you want to make your request. You can prepare your request either by release or by product. Choose the release(s) and/or product(s) you want to order, and then click "Prepare Request for Selected Products." Check the delivery address and then confirm your request. A Request ID and Order Number are given to help you check the status of your order.
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I would like to retrieve software product update information?
From the Software Update Manager main menu, choose the Software Update Announcements hyperlink. This section is dedicated to proactive announcements on software updates. The right side of your screen displays hyperlinks to release notes for mentioned Software Updates. You can also use the search function to retrieve information on the Software Updates of your choice.
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I would like to retrieve delivery information?
From the Software Update Manager main menu, click on the Request Status and History hyperlink. Select the system handle/service agreement ID corresponding to the order you want to check the status. Select "request ID" or the "order number" and you will be given information, such as products ordered and shipment information.
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I would like to change my delivery address?
From the Software Update Manager main menu, click on the Preferences hyperlink and select Software Delivery Preferences. Select the system handle/service agreement ID for which you want to change the delivery address. Make the appropriate modifications and select "apply changes" to save your changes.
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I would like to subscribe to Software Update Manager announcements?
From the Software Update Manager main menu, select the Software Updates Announcements hyperlink. The information provided in the announcements function of this service can be sent to you by e-mail. You will be given the following two options to indicate your preference:
- Do not send announcements
- E-mail the announcements to (specify your e-mail address)
Your selection will apply to all system handles/service agreement ID you have linked to HP's Software Update Manager under the same User ID. Make sure to select the "apply changes" button to save any changes. You can also choose the shipping frequency (as available, weekly, and monthly). SUM announcements will be sent by email to the address recorded in IT Resource Center. If you wish to change the destination of the announcements, go to the "my profile" menu and choose "View or modify registration information."
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I need assistance in SUM or other pages in the ITRC?
You can get assistance from HP on any page of the IT Resource Center. On the left menu bar, click on "online help" for access to relevant information online. Otherwise, click on "contact HP" to send an email to HP. You will receive a reply shortly. You also can send feedback about the IT Resource Center to HP from the contact HP page.
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When I try to download software from the Software Update Manager, I do not get a completed download?
You need to use Netscape v. 3.02 (or higher) to download contractually listed software on the areas of the site that require authenticated FTP, such as Software Update Manager. Microsoft Internet Explorer does not support authenticated FTP processes and consequently fails to completely download software from these areas of our site.
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