Troubleshooting empty, missing, or incorrect End-of-Life and End-of-Support fields

If the end of life (EOL), end of support (EOS), or end of extended support (EOES) dates are empty, missing, or incorrectly set on the operating systems, software instances, and hardware nodes then use the following troubleshooting steps to either resolve the problem or create a BMC Support case.

Issue symptoms

BMC Discovery discovers Operating Systems (OS), Software Instances (SI), and hardware details. However, the EOL and EOS details are either missing or incorrectly set.

Scope

This issue can impact all versions of BMC Discovery.

Resolution

Perform the steps in the following two stages to troubleshoot the missing or incorrect EOL, EOS, and EOES details. 

Stage 1–Verify the prerequisites

Perform the following steps to verify that the prerequisites are fulfilled:

1. The EOL, EOS, and EOES dates are set by searching the discovered versions or models in the EDP patterns. For example, SupportDetail.SoftwareInstance and SupportDetail.OperatingSystem are used to find the defined EOL and EOS dates for the discovered versions or models. If the version or model is not discovered for the problematic OS, SI, or hardware, then the EOL and EOS dates can't be set. Confirm that the version or model is discovered correctly.
2. Make sure that the latest EDP patterns are uploaded to the appliance.
   For more information on EDP patterns, review the configuration steps in the following stage.

Stage 2–Test and review the BMC Discovery configuration

The BMC Discovery Extended Data Pack (EDP) populates the Product Lifecycle Data. This includes dates for EOL, EOS, and EOES for various host OS, versions of certain software products, and some hardware. This information is stored in the SupportDetail nodes. 

Perform the following steps to confirm that the latest EDP is uploaded to the appliance:

1. Log in to the BMC Discovery appliance.
2. Go to the Manage > Knowledge page and check if the latest EDP is uploaded. If not, download it from the BMC Electronic Product Distribution (EPD) website and apply it on the appliance. For information on how to download the latest EDP, see How to Download TKU and Extended Data Packs From BMC EPD Site. 
   
   
   
   
3. Check if the EOL and EOS details for the problematic OS, SI, and hardware versions are supported. To do this, review the TKU/EDP release document.
   For example, for the September 2021 TKU release, the supported EOL and EOS dates are listed in the following topics:
   • Software Instance Life Cycle List
   • Operating System Life Cycle List
   • Network Devices Life Cycle List
   • Host Life Cycle List
   • Host Container Life Cycle List

•  If the SupportDetail node is created on the problematic OS, SI, or hardware node but the EOL or EOS dates are missing, then a reason is usually listed in the UI. For example, The missing EOL dates are unpublished or Product is too old. For information on the possible reasons for missing EOL or EOS dates, see this topic. 

• If the EOL or EOS dates are not supported for the problematic OS, SI, and hardware or the problem still persists, see this BMC Community article on how to collect record and pool data. Contact BMC Customer Support and provide the results of the tests in this procedure.