SupportAssist Connectivity Failure

Question

Just upgrade OME from 1.0.1 to 1.1 and installed SupportAssist for the first time.

The connectivity test in SupportAssist is failing with the default error:

Error: Connectivity test failed. Please check your network settings. If your network settings are correct, please contact Dell Technical Support for further instructions.

From the OME server, I'm able to browse to https://api.dell.com/support/case/v2/WebCase?WSDL and the xml content displays in the browser.

This is the error noted in the log file:

2012-10-31 12:57:27,040: T0x59 PhomePluginWCFService INFO Message=[Getting Client Id: ]
2012-10-31 12:57:27,071: T0x54 AlertManager INFO Message=[Trying to register with server...]
2012-10-31 12:57:27,571: T0x54 AlertManager ERROR Message=[Could not register with the server, code: 2 message:Invalid value specified for SourceHeader.ClientHostName]
2012-10-31 12:57:27,571: T0x54 AlertManager INFO Message=[Failed to send Test. Couldn't register with server]

No proxy server is set or required on my network. I'm able to browse to SSl sites outside the network from the OME server without issue. This is a 2008 R2/SP1 server.

Any ideas?

jbilinski · Answer

Can I get the name of your Computer name or the format/length?  I'd like to run a test locally

mpuchalski · Answer

host name is 01ome1.honigman.local

mpuchalski · Answer

What effect withh this have on the OME server?  Will OME & SQL still run without issue?  This is a problem, as all of my hosts point to this name for SNMP.

jbilinski · Answer

There has been added validation on the Client Hostname in later versions since 1.0.1

Client host name is failing the third rule I mentioned below.

Host names must start with an alphabet. Can you rename his machine to start with alpha & this error should go away.

1. If the host name is a FQDN, then its length is exceeding 255 chars. [Max length for FQDN is 255 on server side]

OR

2. If it’s a normal hostname* (i.e. simple name) then it length could be exceeding 64 chars. [For normal hostnames, maxlength is 64]

OR

3. The host name might not be adhering to the regex "[a-zA-Z]|[a-zA-Z][a-zA-Z0-9\\-_]*[a-zA-Z0-9]". Ie. The name must be only alpha OR it must start with an alphabet, followed zero of more occurrences of chars in the set [a-zA-Z0-9\\-_] and must end with one of the chars in the set [a-zA-Z0-9]

DELL-Rob C · Answer

Just an unrelated point. I noticed the SupportAssist guys have a forum as well. You may post there too, I think it's just getting started up, but they will be watching it too. :)

Thanks!

Rob

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

mpuchalski · Answer

Also, probably 99% of my monitored systems begin with a number, usually 0.  Will that affect SupportAssist?

jbilinski · Answer

I apologize for the delay in a response time I was performing some tests on the following conditions for verification.

The only name that needs to change is the Client host name. The discovered devices can remain the same name since the server is using the leading numeric validation only for the client host name and not on the device name. The SNMP destination on the discovered devices will need to point to the new client host name.

Once the name is change you will need to update the Certificate:

If the hostname of an existing OpenManage Essentials Management Server is changed, a certificate error and a prompt for administrator credentials will be seen when OME is launched.

• The existing OpenManage Essentials certificate in IIS must be removed and the website restarted.

• New certificate will auto-generate when OME is restarted

• Local administrator privileges are required to perform the following actions.

Dell OpenManage Essentials

SupportAssist Connectivity Failure

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