Data Domain: SupportAssist Alert "Error Communicating with Secure Remote Services Gateway"

Summary: This article describes a known issue where Data Domain systems generate a recurring SupportAssist alert indicating a communication failure with the Secure Remote Services gateway. An internal software defect causes this issue and requires either an upgrade or Dell Technical Support for resolution. ...

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.
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Symptoms

Known Affected Versions

  • 7.13.1.50 and 7.13.1.60
  • 8.3.1.20
  • 8.6.0.0

Customers may observe the following:

  • A daily SupportAssist alert (typically around 08:00) reporting:
    Error communicating with ESRS Gateway
  • The alert reappears automatically after being cleared
  • Repeated alert entries similar to:
    EVT-SMTOOL-00003: Error communicating with ESRS gateway
  • Logs may indicate HTTP communication failures (for example, HTTP 401 errors)
    • Cause="HTTP request error (401)"
  • SupportAssist alert-summary operations appear to fail repeatedly

Cause

A defect in affected Data Domain OS versions results in an internal script incorrectly invoking a communication method intended for a different service.

As a result:

  • The system attempts to communicate with the Secure Remote Services gateway using an invalid method
  • The request is rejected (HTTP 401 unauthorized)
  • A recurring alert is generated during the daily SupportAssist alert-summary process

Resolution

Recommended:

Alternative Resolution, if upgrade is not possible:

  • This issue requires corrective action involving system-level changes not available through standard customer access.
  •  Contact Dell Technical Support for assistance, referencing this KB Article (#000465220)
    Support will:
    • Validate the condition
    • Apply the appropriate fix or workaround
    • Ensure SupportAssist functionality is restored

Affected Products

Data Domain
Article Properties
Article Number: 000465220
Article Type: Solution
Last Modified: 15 مايو 2026
Version:  1
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