IDPA DP4400: SupportAssist Registration Failure After Upgrade

Summary: After upgrading the IDPA appliance model DP4400 to v2.7.9 (Data Domain Operating System 8.3.1), SupportAssist registration fails with "Access Key and Pin is not valid" due to a mismatch in serial number properties. ...

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Symptoms

Following the upgrade to IDPA version 2.7.9 (DDOS 8.3.1), the Data Domain exhibits the following symptoms:

  • System generates an alert indicating the upgrade from Secure Remote Services to SupportAssist failed.
  • During SupportAssist registration, the system prompts for an access key, but the supplied key is rejected with the message Access Key and Pin is not valid for the given device.
  • Example alert entry:
Id       Post Time               Severity   Class               Object   Message
------   ----------------------  --------   -----------------   ------   -------------------------------------------------------------
p0-339   2025-09-12 16:27:05     ERROR      SystemMaintenance   EVT-TLMY-00003: Upgrade from ESRS to SupportAssist failed.

 

example of the alert message

 

This article only applies to IDPA model DP4400 and other DDVE based Data Domains such as DD3300. 

 

Note: For other IDPA models with a physical Data Domain do not follow this article. Reference article IDPA DP5x00 and DP8x00: SupportAssist Registration Failure After Upgrade to 2.7.9. 

 

Cause

These errors occur as the SupportAssist service expects the Instance Software‑ID (iSWID) value for authentication, but the system uses the appliance serial number, resulting in failure.

The upgrade to IDPA 2.7.9 includes a DDOS version upgrade (8.3.1) that replaces the legacy ConnectEMC/ESRS services with SupportAssist. During this transition, the registration process can fail for DP4400 models because the system captures the wrong identifier.

  • The configuration file used by SupportAssist stores the appliance serial number instead of the iSWID. This mismatch causes the registration to reject the generated access key.
  • Either of the registry key's config.connectemc.iswid and or config.connectemc.serial_no may be missing or contain an incorrect value, leading to an invalid access key validation.
  • The ESEProperties.json file can also contain the appliance serial number under the serialNumber identifier. This value should contain the iSWID value and not the serial number.

Resolution

Fix:

  • Unavailable now but planned for a future release

Workaround:

  • Contact Dell Support to apply the required workaround. Reference this article number 000387778 to expedite the resolution.

Affected Products

DD3300 Appliance, PowerProtect DP4400

Products

PowerProtect Data Protection Appliance, Integrated Data Protection Appliance Family, PowerProtect Data Protection Hardware
Article Properties
Article Number: 000387778
Article Type: Solution
Last Modified: 22 Dec 2025
Version:  3
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