19 Posts
0
1658
February 16th, 2021 12:00
SupportAssist: Unable to retrieve the cases.
For whatever reason, the SupportAssist plugin in OME can no longer pull cases. It just says "Unable to retrieve the cases." It worked fine for about 2 weeks before it stopped. No config changes have been made to OME. The strange thing is that the plugin still automatically generates tickets and sends an email notification after doing so. But the "cases" tab just doesn't populate.
Using OME version 3.5.0 with SupportAssist plugin version 1.0.2.477.
No Events found!
benitez
19 Posts
0
March 6th, 2021 21:00
we were able to resolve the issue by uninstalling, reinstalling the supportassist plugin and re-registering using a newly generated access key and pin. existing cases are now showing up under the cases tab.
DELL-Young E
Moderator
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5.4K Posts
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37 Points
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February 16th, 2021 19:00
Hi, please see this old post from the community. Hope this helps.
https://dell.to/3arbND9
DELL-Young E
Moderator
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5.4K Posts
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37 Points
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February 17th, 2021 17:00
Hi, I'm sorry to tell you I don't see the image you attached, can you try one more time? (picture showing now)
benitez
19 Posts
0
February 17th, 2021 17:00
i ran the connectivity tests and everything looks good but the error still persists.
DELL-Young E
Moderator
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5.4K Posts
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37 Points
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February 17th, 2021 20:00
Hi, SA alerts you only when you have an issue. Do you personally see any hardware issue? Also is your system in warranty?
benitez
19 Posts
0
February 18th, 2021 07:00
yes, we have 300+ poweredge devices under an active warranty being monitored by the same OME appliance and we do have several known hardware issues (memory, disks, etc... ) but nothing's showing up under SA plugin case view. For now, we're going through the techdirect portal to resolve hardware issues.
Dell-Stephane T
11 Legend
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3.7K Posts
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February 18th, 2021 07:00
Hi,
SA Configuration seems to be OK.
Case could only be created for server with Prosupport or Prosupport+ warranty.
Server Out of warranty or under basic warranty doesn't activate case creation.
Please check this point.
Regards,
benitez
19 Posts
0
February 22nd, 2021 12:00
are there any supportassist plugin logs that can be checked? SA still is unable to retrieve cases. we have many hosts under prosupport plus...
DELL-Young E
Moderator
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5.4K Posts
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37 Points
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February 22nd, 2021 17:00
Hi at this point if your system is in warranty I would like to advise it's best you get in touch with the phone support to see if your system information is registered correctly with us.