Probable   cause

Recommended   Action

You may have provided invalid login credentials   or you have not upgraded to a Support Full Access account. It can take up to   48 hours for your initial account with Full Access support credentials to be activated.   See Upgrading to Full Access privileges.

Check to be sure that the credentials you   have specified match the credentials that were used to register this VNXe device on EMC support website and that your account information   has been upgraded to a Support Full Access account (registered user with   access to the site where the installed VNXe  resides)

You can determine whether your credentials   are valid by logging in to the EMC Support website

You may have provided valid login   credentials but the credentials are not associated with your Site ID where   the VNXe is located. A Site ID is created in EMC   support systems for each location within your organization where EMC products   have been installed.

Verify your Site ID numbers on the EMC   Support website:

1.       Log in to the EMC Support website with your   credentials.

2.       Click Service Center.

3.       On the Service Center page, below the Sites and   Contracts area, click Administer a Site.

4.       Ensure that the site where the VNXe  is installed is listed in the My Sites area.

You can also search for a site and add it   to the My Sites list. If none of the sites listed for your company match the   location where your VNXe is installed, you can send   an email to support@emc.com to request assistance with the creation of a new   site.

Probable   cause

Recommended   Action

The resource failed to start. An internal   software problem may have prevented the ESRS service from starting properly.

Disable ESRS and then try to enable ESRS   again. If the problem persists, try rebooting the primary storage processor   (SP).

The Domain Name System (DNS) server is not running   or does not exist.

Do the following:

1.       Ensure that the DNS server set in Unisphere  is entered properly.

2.       Enable SSH, log in as Service, and use the ping command   to ensure that the VNXe system can ping the DNS   server IP address.

3.       3. Use the Nslookup tool on   one of the ESRS hostnames to ensure that the DNS server can properly resolve   it. If it cannot, or the DNS server cannot be pinged, contact your network administrator.

A Policy Manager is configured but is not   reachable

Check that the Policy Manager is online.   From Unisphere, go to Settings > More configuration > EMC Secure Remote   Support and   verify that the Policy Manager protocol, port, and network name/IP address   settings are configured correctly.

The ESRS connection is functional, but you   cannot establish remote sessions. It is likely that the EMC Global Access   Server (GAS) is not reachable. GAS servers are used for remote sessions only.

If the connection does not include a   customer proxy server, try to telnet to GASSERVERIP on port 443; where   GASSERVERIP is the address of the GAS server to which you want to test   connectivity.

If the connection includes a customer proxy   server, make sure the proxy server is reachable. Then, try to telnet to GASSERVERIP   on port 443. You can also telnet to port 8443. This port is optional, but it   supports a proprietary, direct protocol and is faster.

GAS addresses:

esrgweprd01.emc.com

esrgweprd02.emc.com

esrgweprd03.emc.com

esrghoprd01.emc.com

esrghoprd02.emc.com

esrghoprd03.emc.com

esrgckprd01.emc.com

esrgckprd02.emc.com

esrgckprd03.emc.com

esrgscprd01.emc.com

esrgscprd02.emc.com

esrgscprd03.emc.com

esrgspprd01.emc.com

esrgspprd02.emc.com

esrgspprd03.emc.com

HTTPS connectivity is required for at least   four of the GAS addresses. EMC recommends that all the GAS addresses listed above   should be accessible for HTTPS connectivity.