Dell Unity: Integrated ESRS configuration failing when using proxy

When attempting to configure ESRS using a proxy you receive the following error:
Current support acount cannot manage the site current storage system is in. Please check your site setting in support zone (Error Code: 0x6400ba7)

If you set a firewall rule that allows direct communication from the unity system to esrs3.emc.com , or if ESRS is configured using support credentials provided by a support representative configuration succeeds.

There is a bug in the ESRS code when a proxy server is configured that occurs during the site lookup. ESRS will use the proxy for the majority of its communications, however when ESRS goes to look up the site information it reaches out directly instead of using the configured proxy settings. If a firewall is in use this traffic is blocked and never reaches the server resulting in a false instance of the site lookup error above.

The site lookup error mentioned above can occur for many reasons. To confirm if it is due to this bug, a packet trace can be taken of a configuration attempt or the logs can be reviewed to see if there is evidence of ESRS reaching out directly when it should be using the proxy configuration. To determine if the problem you are having is being caused by this bug contact support and reference this article.

There are some workarounds that can be done to mitigate this issue. 

Workaround 1:
Set up a temporary firewall rule to allow direct communication from the unity management port to esrs3.emc.com. The problem should only be with the site lookup, if we can directly communicate with the server to get that done, then configuration should succeed and ESRS should still function normally afterwards.

Workaround 2:
Contact Dell EMC support and ask that we use support credentials to configure ESRS. During the support credential setup the site ID is specified manually, which negates the need for the system to run through the area of code that causes the direct communication attempt.

Permenant fix:
ESRS development has developed a fix and it will be included in a future release of Unity code.

This KB article only applies if a proxy is in use.

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