IBM Storwize V7000 Unified Problem Determination Manual page 295

e. Enter the customer name, the case number (use the PMR number), and the
geography.
f. Talk to the IBM authorized servicer at the customer site to make sure that
the servicer is ready to establish the link before you submit the form.
g. Submit the form to the AOS server.
2. Remote IBM support representative: Wait for the AOS console to display the
connection code when the AOS server returns the code.
3. Remote IBM support representative: Communicate the connection code to the
IBM authorized servicer at the customer site.
Note: The connection code has a default timeout of 5 minutes. If the IBM
authorized servicer at the customer site takes longer than 5 minutes to link to
the AOS server, you can extend it for 5 minutes (twice). After the link is
established, the link stays active until either you or the authorized servicer
breaks the connection.
4. Customer: From the file module, log in as root and run cnrslaunchaos.
5. Customer: Enter the connection code that the IBM support representative gave
you.
The script launches the Firefox browser and downloads the executable for
establishing the AOS session. Confirm the file download. The file is stored in
the /home/root/desktop directory.
6. Customer: When the executable file finishes downloading, close the Firefox
download window and close the browser.
The launch script runs the AOS binary executable file that it downloaded.
7. Customer: Grant the IBM support representative the appropriate level of access
(Active, Monitor, or Chat) according to customer security for conducting the
maintenance action. For example, click Active.
Active mode gives full remote access.
Monitor mode restricts the IBM support representative to a view of the console,
where the representative can offer guidance on what actions you might take to
analyze and correct the problem.
Chat mode opens a chat window with no view of the console.
Chapter 6. Call home and remote support
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