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SupportAssist Enterprise for OME not adding devices

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SupportAssist Enterprise for OME not adding devices

  • Hi, I recently upgraded OME 2.2 to 2.3 and with that upgrade, it installed SupportAssist Enterprise.  Since the upgrade, a few devices are showing up in SupportAssist as "Unable to add device"  I have tried to re-validate the device, change creds, even remove them from OME and re-add them after some syncs between OME and SupportAssist and nothing seems to work.  Looking at the logs, I see it cannot find any open ports during it's "port scan" from the validation process, but SupportAssist and the DRACs it is having issues with are on the same subnet so can't be a firewall issue.  At a loss here at this point, any help would be appreciated.  Below is a snip-it from the log.

    05 Jul 2017 09:18:54,360 [SAE-PortScan-Queue-Processor-1] ERROR com.dell.supportassist.did.consumer.PortScanConsumer- 111 - Port scan failed for device with address bil-logodb2-02-drac

    05 Jul 2017 09:18:54,361 [SAE-PortScan-Queue-Processor-1] ERROR com.dell.supportassist.did.consumer.PortScanConsumer- 114 - Error code : SA-17005 Reason: Required Ports are not opened for Device -10.5.3.69

    05 Jul 2017 09:18:54,419 [pool-8-thread-45] ERROR com.dell.supportassist.did.websocket.handler.AddDeviceHandler- 105 - portScanFailed for deviceid:1498849479511|449239391588367935 with error Code:SA-17005

  • Hi,

    Thanks for the post and the details. We have notified the concerned team about the problem.

    For faster results, will recommend you to post this thread in SupportAssist forum.

    Regards
    Vijay

  • This is the link to SA Enterprise forum:

    en.community.dell.com/.../4551

    Please cross post for better engagement and results.

    Thanks,

    Shivendra