If you could change one thing with HDS Support Portal what would it be? Thank you.
I would like the way we download files, for example if we download files from vmware site it automatically ask us for an option of downloading files through a "Download Manager", that will help to download faster irrespective of the size.
Recently I downloaded HCS7.5 which is of size 2.9 GB in my internet connection speed it took around 55 mins, but i think a download using some kind of DM will save time as well.
Moreover there should be option for switching between open and closed cases, In the new portal it shows all the cases it's hard to browse throuh.
And Technical bullettins and kb section should be updated frequently.
I absolutely agree what you saying. The speed of the downloads is very bad. Also the way to get to the downloads.... too much steps to get there!
Agreed, it is at the top of the list for both speed and usability.
Especially in Europe there are very bad download speeds.
HDS should consider to outsource the download servers to akamai or something comparable
BTW..it tooks 2 hours to download this 3,2 GB File..
Thank you for the specific details. This is a concern for us and we are looking into solutions.
Looks like you did not found a solution after so long time..
Download two files simultaneously today..says everything
We are awre of the issue but have not been able to address it until now. This will get better.
To address the issues with the portal HDS has started a project to replace the current Support Portal infrastructureand site with a new system and site that addresses many of the issues that we currently experience. This is a very large project and will take some time. The customer focused experience will launch next summer and then we will focus on the partner experience.
I appreciate your feedback and make sure that it is incorporated into the replacement project.
sorry for getting back the old topic, but I'm tried 3 times today to download a file about 3G in size, and all times it wasn't downloaded successfully, download resuming is also not supported by server, so I'm currently stuck with the problem...
Hi, we do have a Portal Support group that can assist with troubleshooting. They can be reached at firstname.lastname@example.org.
What browser are using? Older versions of IE had download limitations.
After 7 month no improvement of download speeds...
15 months ago we were asked what we would change at HDS Portal.. Download Speed was one of that things.
Lets look after 15 month now.. NOTHING has changed
Axel. They've listened, change is coming for both customers and partners. it just a slow moving beast.
An FTP download option would also be nice.
I have added it to the list.
Two major things for me:
1. The KB - This is at best described as a PDF repository. String queries generally only return PDF documents containing the given string and and NOT the KB articles themselves.
2. HiFire - Need I say more.
Hi, can you tell me a little more about HiFire?We have Product Interoperability which using the new HiFire system and UI. It has been available on Support Portal for a while.
Seth Faber I'll be politically correct and call it (Hi-Fire) poor. THE UI is terrible, many of the times it return blank (0 results) when I can manually find them in the PDF and it only provides VERY basic information Finding a supported configuration with something more complex isn't even possible. Also sometimes it assume I understand Japanese when I export a report
I work with a number of storage vendors and I must say Hi-Fire in comparison need improving.
Thank you, I will make note of your feedback. I will also have someone look into the Japanese text. I have not heard of that issue before.
Hi, sorry for the late reply. We did get this issue resolved awhile ago but I failed to update the thread. I appologize for the delay.
1) More content! Too often I notice that the content available in PX is far from the same as the content that's available internally.
2) More up to date content --> a lot of the documents are "old" and therefor less relevant... (i.e. a slidedeck from 2008 is not interesting anymore)
3) A KB-search tool (Google-like interface?)
Hi, are you referring to PX or Support Portal? There is a crossover but they have different tools and systems.
I'm referring to PX ...
better search, with accessibility into resolved case results.
more technical case studies/white papers from actual deployments.
Thanks for your feedback. In regards to "accessibility into resolved case results" are you referring to looking at cases from other customers? If so, what about the possibility that confidential information is contained in the case notes? I have received this request before but we have been unable to bridge the confidential information issue. The workaround that we are working towards is identifying the important information within a resolved case to create a knowledge base entry covering that issue.
just a knowledgebase around resolved cases, not so much with customer info.
example would be:
slow performance on array port, support finds errors on FED sfp's and on switch side, customer replaced switch side sfp and CE's replaced FED side sfp.
Okay good, we are working towards that model. Thanks again for the suggestion.
Power calculators for blade and rack servers.
Warranty check as it is on the websites of other major vendors
Hi, I am looking for a power calculator and hope to post something soon. We completed a major back-end system upgrade recently which will enable warranty check in the future.
Hello, I found the calculator that we are using internally and it is not ready for the public. In the meantime is has been suggested that the best solution for now is to contact your field sales rep and ask them to create a configuration and corresponding power requirements. I have let the product team know that this is requested by customers to help with product sales.
oh and one other big thing.....
a License Key generator for products we've bought and use
I guess I do see there is license management capabilities now however missing some of the products i own. I'll keep an eye on this.
I know as partners we have access to this... but it's under the customer part of the portal so you might have access to it too:
Home > Self Service > License Management
Give it a crack.
The difference between a Partner user and a Customer user is worth explaining.
When a Customer logs in they land on Support Portal and get access to customer level content related to the products owned by the account.
When a Partner logs in they land on PartnerXchange. If the Partner is signed up with HDS as a Service Partner then the user will get access to a tab on the upper right called "Support Portal."
The Support Portal is focused on supporting and servicing HDS sold products and Service Partners get access to lower level maintenance information then a customer would. The experience for a Service Partner and Customer on Support Portal is similar but not identical.
Hi, glad you found the License Managment area of the site. That is a new tool and has a hardware focus at launch. We have plans to expand it for Software and NAS products in the future.
Thanks..I was looking for my hnas keys I guess thats where I was thrown for a loop when they didn't show up.
Seth Faber as partners we can't see to access our customers arrays or sites. Is there a plan to change this?
Let me check into it and I will reply soon.
Hi, here is what I found out. The level of access that a partner receives to manage customer sites and product as well as Hi-Track is limited by the HDS partner program your company is signed up under. If you feel that your current level of access does not provide the appropriate resources to fulfil your role then please have your company contact their HDS representative to discuss changing to a different partner type.
In addition I have asked the team that manages the partner programs to create a chart with the partner types and the level of access to HDS resources.
Thank for the response. I feel it doesn't, but I don't feel that changing the partner level (type) is the correct approach. Your competitors offer such functionality (including Hi-Track like functionality) to partners as part of the standard tools. I don't see why HDS has be different and make it more difficult for partners to become enabled.
I will forward your feedback to the team that manages the partner programs. Thank you for your continued use of the community and sharing your feedback about HDS.
BTW: Why there is no extra Room under Solution and Product Forums in the Community for Questions about the HDS Support Portal? Or, which room should be used?
I will contact the leads for the HDS community and see what we can do. It does appear there is enough activity to warrant a specific Support Portal area. Thank you for the feedback.
some links that actually work to ->
doumentaion, many have complained about this in the HDS world and I get HDS people telling me, "just go here" and I quickly get the wrong doc, or wrong version of the doc. This should be easy and its still not.
supported configurations matrix
as far as I can tell the tool never worked, we all have tried to make it work, even our local HDS people, its just not working. I shoul be albe to plug in server, os, switch fiber card, array in most any combination and get an answer. The more data I have the better the answer. BUT, If I say Windows 2008, Emulex, VSP - I should get an answer
Can you provide some more information about the links? I want to make sure that I know what the issue is so that I can push for improvements.
For Product Interoperability it searches for an exact match based on the items selected. If a specific item has not been tested then there will be no results shown. It works better to select a couple of items (a storage product and operating systems, instead of the whole configuration) to return a large list and then look for other components on that list. We are looking into returning results differently in the future.
I’ll gather some information and get back to you. In the past we never got any result at all.
I would change the password policy for logging in to this community. The password requirements are just to much.
Maybe we should host PX in the community
It's not like the platform doesn't have the capability to perform the required functionality (authentication, new, kb, downloads, search, etc). In fact you could argue that it might even do a better job than what we already have.
another thing i would change.. filenames for downloads
actually i download Command Suite for Windows 8.0 ISO.. filename for that is iso-00hs400--31.iso !?
The Service Request Managment system looks ancient, even opening the Help window alludes to 2008. The individual windows for each Update are way to short, almost always requiring scrolling like some sort of peep show. Expand the window size, or make the update windows expandable like the Description window.
Additionally, all dates/times should be displayed with a timezone, either UTC/GMT or whatever the local preferred TZ chosen by the client in the profile.
Thanks for the input. This will be rebuilt as part of our portal replacement project. The new customer experience will launch next summer and then we will work on the partner experience.
finding downloads, I've struggled with this ever since I started working on HDS 4 years ago. Finding software and documents is not a science, its an art based on how many things you have tried in the past. I've recently had to open a support ticket to get the right version of horcm/raidcom. If you know the name and version of a product it should be a no brain operation.
Don't get me started on installation instructions for Tuning Manger, the documents are useless.
Unfortunately there isn't one thing I would like to change to the Support Portal but many, many things. These I have documented and supplied to HDS numerous times over the last seven years.
Below is an extract of my feedback from 2010 in case it has been overlooked.
HDS pride themselves on having the most high performance and reliable storage in the industry yet the Customer facing support portal is so slow to use and often unavailable – please tell me it isn’t reliant on HDS Storage?
I’ll note that recently the availability seems to have improved but it isn’t as responsive as I think it should be.
It’s been great to see a UI refresh of the portal and main site but there are still a lot that could be done such as some AJAX or similar interactivity to make it more useable. The portal site sill seems to have a feel and design of the early web site not a contemporary site.
Yes I know it says partner exchange at the bottom but how am I supposed to know it is the same place? Is it the same place?
The main page is just a collection of links which is ok but what about some personalisation options or at least the ability to browse – searching is great but browsing for information is also a valid way to discover.
How about a blog for changes?
There is no uniform method for searching the portal that is able to pull data from all customer facing content.
Please make the knowledge base search more prominent.
Browse and search together can provide a powerful way to find and filter information.
Product/System, Applications, Operating System, Best Practices, Solutions etc.
Customer friendly Engineering Change Notices or Release Notes would be fantastic. Especially for the non-customer maintainable products just so that we can find out what is new or has changed.
How are we supposed to find this out without badgering our account reps or relying on them to remember to tell us of something interesting?
You have our site and product information but don’t seem to do much with it.
Where are the personalised KB or product changes for our products on the Support Home page?
History per product/device?
Warranty or support status?
As a final contrast to the current HDS support site I have previously commented on an KB article on one of your competitors support site that the information was wrong in one case and three days later got a response from the Team Leader of the Knowledge Engineering team to say that the info had been passed on for review and asking if I would like a case opened. Now I know that this was probably automated but it came with a case id and the email address was from the Team Leader themselves. This is the sort of interactivity and customer focus that HDS should be aiming for with their Support Portal.
Overall I see the Support Portal as an opportunity for HDS to connect with its customers and provide meaningful and timely information much as the Community Portal does. It should been seen as a resource to not only empower them and but also as a mechanism for them to communicate with HDS and with each other.
I'm hoping that HDS is up to the challenge as the problems with the Support Portal have been around for a very long time.
Good to hear from you again. I can tell you we listened previously and we hear you now. This summer HDS will be launching a new site which will address most of your concerns. I hope that you will see how everyone's input has helped create a better site. I will post more details as we progress.
Thank you for your patience,
Thanks for replying. I'm glad to hear that HDS will be launching a new site and I'd be happy to be a beta tester if that is possible.
As I'm sure you are aware a lot of the negativity is due to the frustration from years of having to use the current portal. We live in hope of improvement.
I've noticed there is a lot of negativity (including by me) in this thread, which is actually a positive if you think about it since we are trying to invoke change. This unfortunately doesn't help users with the current portal so I've decided to write a quick primer on how I use the system to get downloads, documentations, microcode matrices, etc :
2. Click "Tools and Support" at the top
3. Click "Technical Resources"
4. To access software/firmware and documents click "Software firmware and downloads"
5a. For downloads:
Sometimes the best approach is just to hit 'Search' and manually go through the list. If you can't find something using this approach, chances are you don't have access to it.
Remember that not all versions of all software make it to the portal, this has improved over time, but if you're looking for something every specific, you might need to contact your local CE or partner manager
5b. For documents (release notes, maintenance manuals, user guides, release notes) click "Product Documents"
In the next screen hit 'Search'
Filter based on your requirements
You can go back to the unfiltered list by clicking 'Search' or go back to the Product Documents home page by clicking 'Product Documents' in the header
For Microcode matrices you need to use a direct URL, this was originally integrated into the old AIMS portal, but has since been removed. I provided URLs for most of the common systems in an old thread:
A key point to remember when using the portal is that is made up of multiple systems (PX and the 'Support Portal' are actually two different systems) and the hyperlinks move you between them. At times (more likely when using multiple tabs) it is possible for the transitions between systems not to occur smoothly and you can get an access denied error or the same page constantly reloading. At this point, logout of all pages, clear recent cookies and start again. Fortunately, this doesn't happen as frequently as it used to, but does occur ever now and then. Starting fresh is the best way to restore the expected user experience.
Also please remember the portal is evolving and HDS has been listening. Work is in progress to correct many of the known issues expressed here (or completely replace the functionality), we should hopefully hear something soon
Thanks Cris for adding all that content. Unfortunately it looks like you are logging in as a partner and not a customer so the experience and access to information is different but still useful.
Yep as Seth Faber pointed out you don't need to do the first 4 steps. If you notice from the screenshots, they header changes from steps 1-4 (PartnerExchange) and 5 (Support Portal).
Thanks for the detailed write-up. I would like to let readers know that steps 1-4 are specific to partners. Customers have a shorter path to step 5. The rest of the write-up is correct for the customer as well. Please be aware that there are more content types available for partners than customers.
As Cris mentioned HDS is working on a new site with much of the Community feedback incorporated into the design. We are planning for a release this summer and more information will be posted here as well as email notifications with additional information.
Thank you all for your input.
Thank you all for your candid responses. I have been collecting your responses as well as those that I gather from other places. I can say that you helped us to create a better site. HDS is preparing to retire HDS Support Portal and replace it with a new system from the ground up. All the current features will work better and we added some new functionality. This upcoming release is the first step in our plans to continue to improve our online experience no matter which HDS site you use. Please check out the announcement for the new site by following this link HDS Support Connect
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