PowerFlex 4.X: SupportAssist Connected but Telemetry Data Does Not Reach AIOps

Summary: SupportAssist is connected; however AIOps (formerly known as CloudIQ (CIQ)) shows the 'Last Contacted' time as days or weeks ago.

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Symptoms

1) Confirm SupportAssist is connected. Run the following command on any MVM:

kubectl get supportassist -n powerflex -o yaml

Expected output:

state: Connected
statusMessage: SupportAssist configuration updated successfully

2) Access the Dell AIOps website to validate the issue exists 

Go to Admin > Connectivity.
Find the correct system using it is eSWID (or "Software Unique ID" - SWUID), which can be found in the PowerFlex license section of PFMP, or by running the following command on any MVM:

kubectl get license -n powerflex -o yaml

The eSWID (ELMSIOxxxxx) shows Connected, but 'Last Contacted' date is in the past:

The eSWID (ELMSIOxxxxx) shows Connected,

Exec into decks-support-store pod: 

x=$(kubectl get pods -n powerflex|grep -i decks-support|awk '{print $1}'); kubectl exec -it -n powerflex $x -- bash
Note: (Optionally substitute vxflexappliance instead of vxrackflex for directory name below.)

json files initially get placed in these directories (capacity; health; inventory; performance)

ls -ltl /opt/secure/data/telemetry/vxrackflex/SCALEIO/performance

After transfer, all json files should be deleted from these directories (capacity; health; inventory; performance), and placed in the uploaded directory:

ls -ltr /opt/secure/data/telemetry/vxrackflex/uploaded

Impact

AIOps telemetry is not updated with current data.

Cause

There is a defect in the Decks code related to cleanup logic and handling many files when SupportAssist is unavailable and then comes back online.

The path telemetry json files are supposed to take:

Note: (Optionally substitute vxflexappliance instead of vxrackflex for directory name.

 

  1. On decks-support-store pod, telemetry files initially get placed in a subdirectory (capacity; health; inventory; performance) here: /opt/secure/data/telemetry/vxrackflex/SCALEIO
  2. After the telemetry files are sent home via SCG, the files are supposed to get placed here: /opt/secure/data/telemetry/vxrackflex/uploaded & deleted from the subdirectory mentioned above

Resolution

Unregister and re-register of SupportAssist addresses the issue. See article PowerFlex 4.6: How to Deregister and Reregister SupportAssist

 

Impacted Versions

PFMP 4.5.x - 4.8.x

Fixed In Version

PFMP 5.1

Affected Products

PowerFlex rack, ScaleIO
Article Properties
Article Number: 000399850
Article Type: Solution
Last Modified: 26 مارس 2026
Version:  3
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