SupportAssist hostname issues - Enterprise Forum - SupportAssist - Dell Community

SupportAssist hostname issues

SupportAssist

SupportAssist
Remote monitoring and automated, proactive support

SupportAssist hostname issues

  • Hi,

    OME 2.1 works fine with our PowerEdge M620 Centos 6.5 Linux-clients (mix of OMSA 8.1, 8.2, 8.3 installed).  Linux-clients have been snmp-enabled and they work perfectly with OME - OME is correctly discovering/inventoring all the Linux boxes, and it recognised a couple of boxes with hardware issues.  We should/do have Dell ProSupport enabled or recognised for these devices (such as XXXX102).

    Unfortunately I just cannot seem to get SupportAssist 2.1 to work.  The devices show up in SupportAssist like so:

    RAC_XXXX102 PowerEdge Server Device XXX102  Error

    1) I suspect that SupportAssist is trying to use the "RAC_XXXX102" name when communicating with the device - is that correct ?

    2) How can I instruct SupportAssist to use either

    a) IP address (client ip or iDRAC ip )

    b) hostname(maybe as a flat file in Windows)

    c) DNS hostname ?

    3) .. does SupportAssist require or use iDRAC connectivity ? ( I don't understand why it does, if OME is using snmp -> DNS hostname of client -> OMSA running on the client ) ..

    Any help greatly appreciated - cheers - Dave

    The below comes up in the logfiles when I try a "send system logs" for the device.

    2016-04-20 08:51:00,243: T0xPHOMEScheduler_Worker-7 GetInventoryJob INFO  Message=[Getting inventory Job from OME Job invoked End]
    2016-04-20 08:53:19,858: T0x60 HandleRunDiagnostics INFO  Message=[Scheduling DSET for service tag XXXX102 and model PowerEdge M620]
    2016-04-20 08:53:19,858: T0x60 PhomePluginWCFService INFO  Message=[Getting list of supported devices...]
    2016-04-20 08:53:19,905: T0x60 PhomePluginWCFService ERROR Message=[Error occured while client access GetAllSupportedDevices. Error message is: Object reference not set to an instance of an object. and details are:    at Dell.Services.Ph.Ome.PhomePluginWCFService.PhomePluginWCFService.GetAllSupportedDevices() ]
    2016-04-20 08:53:19,905: T0x60 HandleRunDiagnostics ERROR Message=[Encountered exception while handling scheduled diagnostic determination. Error: Object reference not set to an instance of an object.
       at Dell.Services.Ph.Ome.PhomePluginWCFService.PhomePluginWCFService.GetAllSupportedDevices()
       at Dell.Services.PHome.Jobs.PhomePluginWindowsService.HandleRunDiagnostics.ScheduleDiagnostics(AssetOverview asset, String caseId, DiagnosticTool tool)
       at Dell.Services.PHome.Jobs.PhomePluginWindowsService.HandleRunDiagnostics.HandleDiagnostics(AssetOverview asset)]
    2016-04-20 08:53:21,358: T0x60 HandleRunDiagnostics INFO  Message=[Scheduling DSET for service tag XXXX102 and model PowerEdge M620]

  • Hello David,

    Few questions-

    1. Have you performed a fresh install of OME/SupportAssist or was it upgraded from previous version.

    2. For the error which you have stated, can you confirm if the device is still seen in OME when send system logs is triggered from SupportAssist.

    SupportAssist uses hostname or IP, which ever is available depending on how your network is configured., If hostname can be resolved then it displays the same in its UI and uses this value for all operation. There is no option to choose the preference from SupportAssist.

    Please check if you can ping with the hostname just to ensure DNS is setup correctly.

    I hope IPV6 is not configured. SupportAssist uses IPV4 only.

    Lastly, do you mind reinstalling SupportAssist. Also, if you have only few devices discovered I would suggest you to delete them from OME and then rediscover before reinstalling SupportAssist.

    If problem still exists, I would suggest you to contact TechSupport so they can access your system for further troubleshooting and obtain the necessary logs and data as needed.

    Thanks,

    Karthik

  • Thanks Karthik -

    This was an upgrade from OME 1.2 + SupportAssist 1.2 (or thereabouts).

    All of the Linux devices are/were correctly seen in OME - I've deleted and re-added the discovery range multiple times.

    I just de-installed SupportAssist, rebooted, re-installed SupportAssist.. now none of the Linux devices are not to be seen :P  I've also tried nuking everything out of OME, re-discovering, de-installing SupportAssist and then re-installling SupportAssist - no change.

    We are using ipv4 here.  DNS for the linux devices is correctly setup.

    OME works fine, it is just SupportAssist which does not seem to work happily.  Unfortunately I am out of the office for a few days, but I will check back here for any updates.

    Cheers,

    Dave

  • The upgrade path which you have followed is officially not supported by Support Assist. We claim support for upgrade from N-2 version only. So, if you had OME 1.2 + SupportAssist 1.2, then the following upgrade path is recommended- OME 1.2, SA 1.2 to OME 1.3 SA 1.3.1, then upgrade to OME 2.1, SA 2.1.

    The best suggestion which I can offer here is completely uninstall OME and SA, perform a fresh install of 2.1. Hopefully this clean install will resolve the issue.

  • Hi Karthik,

    Still having trouble here with SupportAssist.  It just does not see the devices that OME has.

    To try and get this working, I've done the following:

    1) Destroyed and recreated the OME Windows-VM host (went from Server 2008 to Server 2012).

    2) Installed SNMP tools.

    3) Installed OME 2.1 + SupportAssist 2.1 (got installed as part of the OME 2.1 install).

    4) In OME, added account to OME Administrators.

    ( also tried a local admin account, as opposed to the domain-account I was using before (no change))

    ( also tried giving it an invalid account, to see if it complains or errors out - which it does ).

    5) Re-discover + re-inventory using snmp to OMSA on the LinuxClients (works perfectly, 150 devices are discovered + inventoried.)..

    6) .. but SupportAsisst is just not seeing the devices that OME has.

    7) Tried another delete-reinventory, no change.

    In SupportAssist under Connectivity Test, it's all green, so that includes "Verifies connectivity to OpenManage Essentials web service.  Web service connection is required to retrieve device and alert information".

    The logfile is basically nothing:  I can connect to the URLs it complains about (redacted hostname)

    2016-05-04 09:18:09,616: T0xPHOMEScheduler_Worker-10 WebRequestInvoker ERROR Message=[REST API  https://:2607/api/ome.svc/Devices threw an exception The request was aborted: Could not create SSL/TLS secure channel.]

    2016-05-04 09:18:09,616: T0xPHOMEScheduler_Worker-10 GetInventoryJob ERROR Message=[Error Getting Inventory JOb : Object reference not set to an instance of an object.]

    2016-05-04 10:34:50,301: T0xPHOMEScheduler_Worker-16 OMEQueryJob ERROR Message=[Nothing to send to server after filtering.]

    2016-05-04 10:39:50,286: T0xPHOMEScheduler_Worker-19 OMEQueryJob ERROR Message=[Nothing to send to server after filtering.]

    2016-05-04 10:44:50,283: T0xPHOMEScheduler_Worker-20 OMEQueryJob ERROR Message=[Nothing to send to server after filtering.]

    2016-05-04 10:49:50,328: T0xPHOMEScheduler_Worker-21 OMEQueryJob ERROR Message=[Device PowerEdge M620 with OID .1.3.6.1.4.1.674.10892.1 not found in filter file.]

    2016-05-04 10:54:50,279: T0xPHOMEScheduler_Worker-1 OMEQueryJob ERROR Message=[Nothing to send to server after filtering.]

    2016-05-04 10:59:50,290: T0xPHOMEScheduler_Worker-3 OMEQueryJob ERROR Message=[Device PowerEdge M620 with OID .1.3.6.1.4.1.674.10892.1 not found in filter file.]

    2016-05-04 10:59:50,290: T0xPHOMEScheduler_Worker-3 OMEQueryJob ERROR Message=[Device PowerEdge M620 with OID .1.3.6.1.4.1.674.10892.1 not found in filter file.]

    2016-05-04 13:19:41,208: T0xPHOMEScheduler_Worker-18 WebRequestInvoker ERROR Message=[REST API  https:/:2607/api/ome.svc/Devices/5/Agents threw an exception The request was aborted: Could not create SSL/TLS secure channel.]

    2016-05-04 13:19:41,208: T0xPHOMEScheduler_Worker-18 OmeConnector ERROR Message=[Error getting AgentId from REST. Returning NULL]

    2016-05-04 13:19:41,208: T0xPHOMEScheduler_Worker-18 GetInventoryJob ERROR Message=[Error Getting Inventory JOb : Object reference not set to an instance of an object.]

    ( below I try giving 'System Credentials' an invalid user/password combination )

    2016-05-04 14:09:39,385: T0x37 WebRequestInvoker ERROR Message=[REST API  https://:2607/api/ome.svc/CurrentUser threw an exception The remote server returned an error: (401) Unauthorized.]

    2016-05-04 14:09:39,385: T0x37 WebRequestInvoker ERROR Message=[WebException : Unauthorized : Unauthorized]

    2016-05-04 14:09:39,385: T0x37 OmeConnector ERROR Message=[Incorrect System Credentials provided]

    Any suggestions on how to proceed from here ?

    I've raised a tech ticket but maybe another opinion or suggestion is a good idea.

    Cheers,

    Dave