OME Services (SupportAssist) Plugin not working

Hello,

Thanks for the detailed information, I see that you have done many troubleshooting steps. Can you try to check the connectivity test

To run the connectivity tests:

1. On the Site Health page, click Connectivity Tests link in the Connectivity section. The Connectivity Tests page is displayed.
2. To check if the SupportAssist can connect to the Dell EMC Enterprise Servers, in the Network Connectivity Test section, click Test Connectivity. To check the status of the connectivity test, click the arrow next to Enterprise Server. The connectivity status is displayed in a table as follows:
   • Hostname—Lists the SupportAssist enterprise servers hosted by Dell EMC.
   • Ping Time (ms)—Displays the ping time of the SupportAssist enterprise servers in milliseconds.
   • Ping Status—Displays the ping status of the SupportAssist enterprise servers. A green tick mark indicates that SupportAssist can reach the enterprise servers.
   • Port 443—The port 443 must be open on the firewall to establish a secure HTTPS connection to the Dell EMC backend. Displays a green tick mark if port 443 is open.
   • Port 8443—The port 8443 must be open on the firewall to enable Dell EMC technical support to access the devices remotely over SSH. Displays a green tick mark if port 8443 is open.
   • Proxy Status—Displays the details of the proxy server if SupportAssist connects to the Internet through a proxy server. If SupportAssist is connected to the Internet through a proxy server, the status is displayed as Proxy enabled. Else, the status is displayed as Proxy not enabled.
   • Last Verified—Displays the date and time the connectivity status was last verified.
3. To ensure that SupportAssist can automatically create a support case for an alert, in the Case Creation Ability Test section, click Test Connectivity.
   The possible statuses are:

   • Validated—The support case creation task is successfully validated.
   • Not Validated—The support case creation task is not validated.
   • Unknown—Unable to retrieve the status of SupportAssist case creation capability because the case creation service is down.

Could you please take a look at the article "Registration failure" here? https://dell.to/3E48PzK

and for OME support, you can also get support by going to the contact section on the right via the link here https://dell.to/327jcpk

Hope that helps!

Hi there,

As the original post states, I cannot load any of these pages - as the site health page AND the registration page simply shows the error "Unable to run the server connectivity test" and when inspecting the webpage using our browser inspector the requests the page is making the the server are returning "500 errors". The Network Connectivity page does not even show.

The fact that our second instance on the exact same network works fine also indicates this isn't a network or firewall issue - and the issue is with the server itself.

I also looked at the link you provided to contact support, but there is no section for contacting support on the page. Are you sure this is the correct link?

Thanks for your help.

We do have a SupportAssist Enterprise server for our Dell network switches, however these are on a completely separate network/VLAN from our OpenManage Enterprise server. The SupportAssist Enterprise server is working fine too.

Again I just want to re-iterate that I created a second lab OME virtual server right next to our production OME virtual server, with the same network config to test if it was our network or the server itself - and this lab OME instance Services/SupportAssist works fine - which indicates to us that there is an issue specifically with our production OME installation/configuration.

Ideally we would like to avoid migrating all our monitored devices, historical metrics and configuration across to a new instance.

I will try and reach out to support using the method you mentioned.

Hi @Basil-WT,

We probably may need some help from the seniors at OME support to try find what is the cause of it. Meanwhile, Erman's link to the support page, there is a small flag tag menu on the right side (Maroon in color) which should bring you to our main support page. But no worries, you can contact the server's support line with your server service tag, they should be able to support you.

Question, do you have any Secure Connect Gateway setup on the same system? Or any SupportAssist Enterprise installed?

Hi @Basil-WT,

Since a new installation works on the same network, yes you are right, it possible is the issue with the production virtual server. The support may need to enable developer mode to check on the logs of the OME. Open a support case up, and let us know the updates.

Hi, i have just upgraded our OpenManage to V3.8.2 to mitigate against Log4J and the Services Plugin has stopped working.

I have reinstalled the plugin but no luck. I am using the Services Plugin version 1.2.1.552

Hello rreshelp,

What version of OME were you on before updating to v.3.8.2?

Do you see any errors related to the Services Plugin not working you can share?

Did you ever see the end user license agreement to accept when you reinstalled the plugin?

Give these steps a try and check results:

*Clear browser cache

*Reboot appliance

*Try a different browser

*Review Update a plugin : https://dell.to/3FhRTHp

Hi, we were running version 3.5. Yes, I did accept the agreement when reinstalling. I am getting the same error messages as the original poster. Already tried different browser etc.

It seems to have tied in with version 3.8.2 as it was released a few days ago. Perhaps a bug?

Hi, I also suspect that it could be a bug. Could you check as below steps? refer link is https://dell.to/3yJUmYV

1. In OpenManage Enterprise, click Application Settings > Console and Plugins.
   The Console and Plugins tab is displayed.
2. In the Plugins section, click Enable for the plugin you want to enable.
   The Enable Plugin wizard is displayed.
3. To enable the plugin, click Enable Plugin.
   The details of the number of users logged in to OpenManage Enterprise, tasks in progress, and schedule jobs are displayed in the Confirmation dialog box.
4. To confirm, select the I agree that I have captured a snapshot of the OpenManage Enterprise appliance prior to performing a plugin action. option, and then click Confirm Enable.

Hi, i done the steps as stated but still get this error.

Please advise.

Hello,

Sorry to hear you are troubling that issue. I believe you are already did "Reenter your access key and PIN, then try to register again." reference error code SAE-010007 https://dell.to/3eRFKxg

I was able to find the following article about the error you are getting. You can review this article OME SupportAssist Plugin – Registration failure https://dell.to/3f9myLX

While I'm not sure if it's also causing the problem, I came across this while researching. page 180

"NOTE: OpenManage Enterprise versions earlier than versions 3.6, for example, version 3.5 and version 3.4, must first be
updated to version 3.6 before considering an upgrade to 3.8 through a shared Network File Share (NFS)"

https://dl.dell.com/content/manual58464532-dell-emc-openmanage-enterprise-3-8-2-user-s-guide.pdf?language=en-us&ps=true 

Hope that helps!

Hello,

we also suddenly have the same problem with the Services Plugin, even before upgrading to the latest version..

I am also having this exact issue. I have upgraded to the latest version of OME and Services Plugin, restarted. Uninstalled and reinstalled the plugin all to no avail.

Having the exact same issue after upgrading with OME 3.8.2 & Services Plugin 1.2.1.552:

Hi,

Can you check to allow full access to OME server in firewall
Can you check that OME Services is registered
Can you check if Proxy Settings are incorrect