Data Domain: SupportAssist configuration fails with "Unable to Load JSON Parser" after DDOS upgrade

Summary: After upgrading to DDOS 8.5 or later, SupportAssist configuration may fail with the error "Unable to load JSON parser".

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Symptoms

The system may exhibit one or more of the following symptoms:

  • SupportAssist configuration fails to complete.
  • The SupportAssist connectivity test reports: 

JSON Error

Figure 1.  Unable to load JSON parser

 

  • SupportAssist remains unconfigured after entering valid credentials.
  • Connectivity validation fails despite correct network connectivity.
  • The ESE service does not start successfully.

Cause

Systems upgraded from DDOS 7.13, DDOS 8.1, or earlier versions may retain an obsolete ESE target environment value when ConnectEMC, Secure Remote Services (SRS), or SupportAssist was never configured prior to the upgrade.
  • Older releases may contain the environment value: 'STAGE'
  • Current DDOS releases support values: 'INTPROD | PROD | PROD3 | UAT'
Because the retained STAGE value is no longer valid, the ESE service cannot initialize correctly.
This prevents SupportAssist from completing configuration and results in the "Unable to load JSON parser" error.

Resolution

  1. Determine whether your system is affected

Review the following conditions:

    • The system was upgraded from DDOS 7.13, DDOS 8.1, or an earlier release.
    • ConnectEMC, SRS, or SupportAssist was never configured on the previous release.
    • SupportAssist configuration fails after the upgrade.
    • The connectivity test reports: Unable to load JSON parser
    • The ESE service does not start correctly.

If these conditions match your environment, proceed with the next section.

  1. Gather information and contact Dell Tech Support
  • Capture screenshots of:
    • The SupportAssist configuration page.
    • The connectivity test results.
  • Open a Dell Data Protection Support case. To expedite Tech Support, Reference this KB article # 000391006.
  • Inform Support that:
    • The system was upgraded from an earlier DDOS release.
    • ConnectEMC/SRS/SupportAssist had never been configured before the upgrade.
    • SupportAssist now fails with the error: Unable to load JSON parser
  1. Expected Resolution

Dell Support will:

    • Verify the ESE target environment configuration.
    • Apply the required corrective action.
    • Reinitialize the ESE configuration if necessary.
    • Restore normal SupportAssist functionality.
    • Validate successful connectivity after remediation.

Affected Products

Data Domain
Article Properties
Article Number: 000391006
Article Type: Solution
Last Modified: 15 صفر 1448
Version:  3
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