SupportAssist for OME - Unable to connect to the network resource - Enterprise Forum - SupportAssist - Dell Community

SupportAssist for OME - Unable to connect to the network resource

SupportAssist

SupportAssist
Remote monitoring and automated, proactive support

SupportAssist for OME - Unable to connect to the network resource

  • What URLs is this trying to reach at Dell?

    My OME server has 443 open and all other OME and Dell Repo Manager functionality works just fine.

    The SupportAssist application has reported the following alerts:
    2_of_6_Network_Tests
    Connectivity Test Type :               Dell Upload Server
    Issue :                                SupportAssist is unable to connect to
                                           the network resource.
    Last Verified :                        3/29/2016 11:00:44 PM
                                           Please verify the following:
                                               * Internet connectivity
                                               * Proxy settings in SupportAssist
    Additional Information/Action Needed :     * On the firewall, port 443 is open
                                                 for the network resource

                                           If the problem persists, contact your
                                           network administrator

    Connectivity Test Type :               Dell SupportAssist Server
    Issue :                                SupportAssist is unable to connect to
                                           the network resource.
    Last Verified :                        3/29/2016 11:00:23 PM
                                           Please verify the following:
                                               * Internet connectivity
                                               * Proxy settings in SupportAssist
    Additional Information/Action Needed :     * On the firewall, port 443 is open
                                                 for the network resource

                                           If the problem persists, contact your
                                           network administrator

  • The management server on which the SupportAssist application is installed must be able to connect to the following destinations:

     

    api.dell.com/.../WebCase — end point for the SupportAssist server. On the management server, verify if you can access the following location using the web browser: api.dell.com/.../WebCase.

     

    ddldropbox.us.dell.com/upload.ashx — the file upload server where the diagnostic test results are uploaded.

     

    Verify if port 443 is open on the management server for https://ddldropbox.us.dell.com and https://ftp.dell.com. You can use a telnet client to test the connection. For example, use the following command: o ddldropbox.us.dell.com 443.

     

    https://ftp.dell.com/ — for new SupportAssist release information. On the management server, verify if you can access the following location using the web browser: https://ftp.dell.com/.

     

    Verify if the server certificate on https://ddldropbox.us.dell.com is valid.

     

    If the management server on which SupportAssist is installed connects to the Internet through a proxy server, configure the proxy settings in SupportAssist.

     

     

    Verifying the server certificate

     

    To verify the server certificate on ddldropbox.us.dell.com:

    1. 1.       Open https://ddldropbox.us.dell.com in a web browser. A 404 — File or directory not found error may be displayed. 

    On the address bar, click the Security Report icon , and then click View Certificates.

    The Certificate is displayed. In the General tab, verify if the certificate displays a valid date.

    Click the Certification Path tab, and verify if the GTE CyberTrust Global root certificate is listed.

  • Thank you Karthik,

    Here are my results:

    api.dell.com/.../WebCase

    This XML file does not appear to have any style information associated with it. The document tree is shown below.

    <Fault xmlns:env="schemas.xmlsoap.org/.../&quot; xmlns="api.dell.com/faults&quot;>

    <Code xmlns="">eAPI-40101</Code>

    <Url xmlns="">developer.dell.com/faults;/Url>

    <Message xmlns="">Failed to Authenticate User</Message>

    <Reason xmlns="">Missing 'apikey' parameter</Reason>

    <Source xmlns="">Gateway</Source>

    </Fault>

    ddldropbox.us.dell.com/upload.ashx

    404 - File or directory not found

    https://ddldropbox.us.dell.com

    404 - File or directory not found

    https://ftp.dell.com/

    Redirects to:

    downloads.dell.com/.../index.html and the page content loads.

    ddldropbox.us.dell.com

    Certificate is valid until 1/11/2017

    Does any of this explain my issue?

    Support assist also no longer loads device data on the Devices tab. If I click it it tries reaching out to OME which is on the same server and after a short time all links in SA disappear and I see a URL of:

    ome.redacted.com/.../Error

    I have been experiencing these issues since the upgrade to 2.1.0

  • Hello Cameron,

    The server URL is api.dell.com/.../WebCase which should be accessible from browser.

    Regarding your query where SupportAssist device tab redirects to OME, did you upgrade SupportAssist post OME upgrade? Please confirm on the SupportAssist version installed. If SupportAssist has not been upgraded post OME upgrade, please upgrade using OME Mini Installer screen.

    W.r.t. connectivity tests failing, can you try on demand tests multiple times and see if the result is the same. Launch connectivity test page and select the tests and test the connectivity. If the behavior is inconsistent, it could be due to timeout value defined in the code and we have already submitted a enhancement to increase the timeout value.

    For better assisting you on this issue, please submit a incident in SRMS with SupportAssist logs.