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September 4th, 2019 14:00

Unable to Register in SupportAssist

I've been trying to get SupportAssist setup and registered but it keeps failing. In the logs/application.log file I see:

04 Sep 2019 14:33:10,532 [qtp45822040-1366] ERROR com.dell.supportassist.application.persistence.dao.MigrationProgressIndicatorDAO- 69 - Index: 0, Size: 0
04 Sep 2019 14:33:10,532 [qtp45822040-1366] ERROR com.dell.supportassist.adaptor.SettingsAdapter- 1618 - encounterd exception on performing chekReRegFailedOrNot : Failed to update REREGISTER
04 Sep 2019 14:33:10,541 [qtp45822040-1366] INFO com.dell.supportassist.primsae.utils.eAPI.EAPIServiceRequestAdvisor- 253 - customer opted email option false
04 Sep 2019 14:33:10,543 [qtp45822040-1366] INFO com.dell.supportassist.primsae.utils.eAPI.EAPIServiceRequestAdvisor- 186 - Setting Customer information in Common Request Params.
04 Sep 2019 14:33:10,822 [qtp45822040-1366] INFO com.dell.supportassist.eAPI.EAPIGatewayImpl- 587 - Request REGISTER_CLIENT_0 : Call took ::103(ms)
04 Sep 2019 14:33:10,823 [qtp45822040-1366] INFO com.dell.supportassist.eAPI.EAPIGatewayImpl- 703 - Request Id## REGISTER_CLIENT_0
04 Sep 2019 14:33:10,824 [qtp45822040-1366] INFO com.dell.supportassist.eAPI.EAPIGatewayImpl- 705 - Response Code## 2
04 Sep 2019 14:33:10,824 [qtp45822040-1366] INFO com.dell.supportassist.eAPI.EAPIGatewayImpl- 706 - Response Message## Invalid value specified for SourceHeader.ClientIPAddress
04 Sep 2019 14:33:10,824 [qtp45822040-1366] INFO com.dell.supportassist.eAPI.EAPIGatewayImpl- 707 - Client ID## 0

I assume it's not validating an IP address or interface name properly and thus failing to register. Here's my ifconfig output (of note - the IPs on br0 are made up but very similar to what I have):

# ifconfig
br0: flags=4163 mtu 1500
inet 181.93.208.52 netmask 255.255.255.0 broadcast 181.93.208.255 
inet6 fe80::d6ae:52ff:fe92:9fa5 prefixlen 64 scopeid 0x20
inet6 2620:0:28a0:1400:d6ae:52ff:fe92:9fa5 prefixlen 64 scopeid 0x0
ether d4:ae:52:92:9f:a5 txqueuelen 1000 (Ethernet)
RX packets 77872157 bytes 82117281839 (76.4 GiB)
RX errors 0 dropped 0 overruns 0 frame 0
TX packets 54518807 bytes 8446512428 (7.8 GiB)
TX errors 0 dropped 0 overruns 0 carrier 0 collisions 0

em1: flags=4163 mtu 1500
inet6 fe80::d6ae:52ff:fe92:9fa5 prefixlen 64 scopeid 0x20
ether d4:ae:52:92:9f:a5 txqueuelen 1000 (Ethernet)
RX packets 185171942 bytes 133160155272 (124.0 GiB)
RX errors 0 dropped 0 overruns 0 frame 0
TX packets 219576953 bytes 137873636106 (128.4 GiB)
TX errors 0 dropped 0 overruns 0 carrier 0 collisions 0

kvm101.0: flags=4163 mtu 1500
inet6 fe80::fc16:3cff:fe75:b0c5 prefixlen 64 scopeid 0x20
ether fe:16:3c:75:b0:c5 txqueuelen 1000 (Ethernet)
RX packets 57126 bytes 51475877 (49.0 MiB)
RX errors 0 dropped 0 overruns 0 frame 0
TX packets 69465 bytes 4775496 (4.5 MiB)
TX errors 0 dropped 0 overruns 0 carrier 0 collisions 0

kvm102.0: flags=4163 mtu 1500
inet6 fe80::fc16:3cff:feac:d331 prefixlen 64 scopeid 0x20
ether fe:16:3c:ac:d3:31 txqueuelen 1000 (Ethernet)
RX packets 0 bytes 0 (0.0 B)
RX errors 0 dropped 0 overruns 0 frame 0
TX packets 6 bytes 390 (390.0 B)
TX errors 0 dropped 379 overruns 0 carrier 0 collisions 0

kvm103.0: flags=4163 mtu 1500
inet6 fe80::fc16:3cff:fe8b:26da prefixlen 64 scopeid 0x20
ether fe:16:3c:8b:26:da txqueuelen 1000 (Ethernet)
RX packets 344927 bytes 215111930 (205.1 MiB)
RX errors 0 dropped 0 overruns 0 frame 0
TX packets 287068 bytes 127579692 (121.6 MiB)
TX errors 0 dropped 0 overruns 0 carrier 0 collisions 0

lo: flags=73 mtu 65536
inet 127.0.0.1 netmask 255.0.0.0
inet6 ::1 prefixlen 128 scopeid 0x10
loop txqueuelen 1000 (Local Loopback)
RX packets 4211654 bytes 322839389 (307.8 MiB)
RX errors 0 dropped 0 overruns 0 frame 0
TX packets 4211654 bytes 322839389 (307.8 MiB)
TX errors 0 dropped 0 overruns 0 carrier 0 collisions 0

Any help on getting my system registered would be awesome! Thanks!

Moderator

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790 Posts

September 11th, 2019 05:00

Hey there,

I could lend you a hand and check the debug-application log.

If you don't mind please follow the next steps and send over the log file. Try sending it via private message and please add the ServiceTag of the affected system.

Instructions on collecting debug logs:

Go to

C:\Program Files\Dell\SupportAssist\config


Make a copy of log4j2.xml as backup, so you preserve the original, such as log4j2_info_mode.xml
Edit the original file by searching for line

 


Change the value info in this line to debug (see the specific entries below)
Restart the Dell EMC SupportAssist Enterprise service in services.msc console

This section needs to have INFO changed to DEBUG:






Should look like this:






Attention: Please change back when done debugging!

Application Logs
Log Location: C:\Program Files\Dell\SupportAssist\logs
Error File: application

Cheers
Stefan

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