SupportAssist Enterprise

Last reply by 01-26-2022 Unsolved
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We’re unable to add some devices to your gateway

Every few weeks we get an alert email from SupportAssist (Now Secure Connect Gateway) that the application has lost connectivity with the following:

Error code
SAE-020400

Error message
We could not complete this operation because of a connection issue.

We have 8 devices of different types, a SAN, a HCI, R740 and R640 servers, switches, etc.  Randomly, one or more will fail.  Even devices using the same credentials may or may not fail at the same time.  Usually it will be one, but not both.

These systems have been in our data center for up to 2 years, and this problem has been happening ever since installation.  Sometimes it will go months without connection issues, other times it may fail repeatedly over the course of a few weeks.

I have to manually go and revalidate the inventory to get it to show back up.

Even with only 8 devices, it can be exceedingly tiresome to have to keep going back and revalidating them.  I can't imagine a big datacenter with multitudes of devices having to constantly be reconnected.

Is there any way to fix this issue?

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