MyService360 MDS switch shown as not connected

Hello Pierre,

As long as you can confirm that the switches have a stable connection to us and are being managed by the ESRS gateway, you can ignore the status shown in Service360. Newly purchased devices will have to be in "installed" status for 3 months in order to have the Connectivity feature in Service360 to show as connected.

https://support.emc.com/kb/489163

There is no way around that wait period.

Best regards,

Steffen Gutzeit

mmmmm... good try

However, the switches are installed for more than 2 years

What are their serial numbers? I can check their installation and contract status.

Hi,

   try to take a look to this post

https://inside.dell.com/message/663516#663516

Should be something not configured correctly inside the Remote Connection in CSI

Regards

       Marco

Thanks to check for sn JAE1835074Y but the contract status is active in Myservice360.

Regards

Thanks Marco,

As a Customer I cannot read your post. can you copy/paste in order than I can read it.

Regards

Yeah Install base status (connection type is ESRS and contract is all good). But 26 days ago something happened within your environment. Ever since then it shows offline/disconnected for us. This is what I can see:

06-14-2017 05:41:09.506 IMPORTANT INFO EDDAppPoll-GW: Connection Failed For Serial Number::JAE1835074Y-CLI. Application::EMCRemote. Port::5414. Reason::Socket closed.

06-14-2017 05:41:09.507 IMPORTANT INFO EDDAppPoll-GW: Connection Failed For Serial Number::JAE1835074Y-CLI. Application::RemoteDesktop. Port::3389. Reason::Socket closed.

Have your network team check the network/firewall rules to make sure traffic can go both ways. Also it wouldn't hurt to reboot your ESRS gateway.

Good luck,

Steffen

Sorry Pierre about that

The device status is "Not Connected" because inside our Installbase the Remote Connection field is "Customer Permission Required- See Site Messages". If this is not a correct status please open a Service Request asking to change it for example as "unrestricted Access".

Regards

        Marco

Hi Pierre,

I reviewed this SN in the EMC installed base and ESRS. I found the following:

Connect-In: ESRS (Customer Permission Required), but the 'Connect Name' field was blank.

Connect-Home: ESRS

Contract Status: Active

However, the device status in ESRS was set to offline (reason code 0). I changed this to online (reason code 1). I also updated the connection name in the connection record to the SN of the switch.

I'm not sure that the Connect-In Condition: 'Cust Permission Req-See Site Msgs' affects the connectivity status you're seeing. I don't see any change yet, but I would like you to check it again in 24 hours.

I see SR# 07445982 which you opened for this issue is still being assigned. I will update the case with a link to this thread.

I don't see any call homes from this switch in the last 30 days which could be the reason it is showing as 'not connected' as well. You should work with the field team to configure call home on your switches as well. It's typically configured in the switch management application (CMCNE or other).

Regards,

Thomas Grobelny