Isilon: isi remotesupport has configured the following Gateway Access Pools which could not be found

Summary: Isilon: Remote Support (isi remotesupport) has configured the following Gateway Access Pools which could not be found.

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Symptoms

Isilon On Cluster Analysis (IOCA) script identifies the below failure:

DialHome & Remote Connectivity                    FAIL
  FAIL: Remote Support (isi remotesupport) has configured the following Gateway Access Pool(s) which could not be found: subnet1.pool0
  FAIL:     If not resolved the upgrade to OneFS 8.2.2.0 may encounter an error shortly after the first node reboots.
  WARN: SRS (isi esrs) has configured the following Gateway Access Pool(s) which could not be found: subnet1.pool0
  DETAILS: SRS (isi esrs) is enabled
  INFO: For additional details see KB 535894 [https://support.emc.com/kb/535894 - Isilon On-Cluster Analysis - DialHome & Remote Connectivity]
 

In the above case, the gateway access pool is affecting both RemoteSupport and Secure Gateway Services (Secure Remote Services).

Cause

Gateway Access Pool has been removed from the list, causing a failure on RemoteSupport and Secure Remote Services 

Resolution

There are two scenarios when removing the pool that is no longer configured on the cluster:

Scenario 1:

"RemoteSupport" is enabled/disabled and "isi esrs view" is disabled
(Secure Remote Services (Secure Remote Services) must be disabled to be able to change the RemoteSupport configuration. If enabled, check scenario 2):

Isilon-1# isi remotesupport connectemc view
                  Enabled: No
     Primary Esrs Gateway: svr-emcgateway
   Secondary Esrs Gateway: -
        Use SMTP Failover: Yes
Email Customer On Failure: No
     Gateway Access Pools: subnet0:pool0, subnet1:pool0

Isilon-1# isi esrs view
                                    Enabled: No
                       Primary ESRS Gateway: -
                     Secondary ESRS Gateway: -
                        Alert on Disconnect: -
                       Gateway Access Pools: -
          Gateway Connectivity Check Period: -
License Usage Intelligence Reporting Period: -
                           Download Enabled: -
          ESRS File Download Timeout Period: -
           ESRS File Download Error Retries: -
              ESRS File Download Chunk Size: -
             ESRS Download Filesystem Limit: -
                Gateway Connectivity Status: Disconnected

1. Check the Network Pools list and confirm that the affected gateway pool is NOT listed:

Isilon-1# isi network pools list
ID                                      SC Zone                Allocation Method
------------------------------------------------------------------------------------------------------------
groupnet0.subnet0.pool0                 Isilon.dell.com         static
groupnet0.subnet0.pool1                 Isilon.dell.com         dynamic
groupnet0.subnet1.ACI                   Isilon.dell.com         static                                
-------------------------------------------------------------------------------------------------------------
Total: 3

2. Now remove the gateway access pool from RemoteSupport:

Isilon-1# isi remotesupport connectemc modify --remove-gateway-access-pools=subnet1.pool0

If the previous command showed a failure as below, check if it has been applied or proceed with the next step (clearing all gateway access pools):

Isilon-1# isi remotesupport connectemc modify --remove-gateway-access-pools=subnet1.pool0
Could not find pool 'subnet1:pool0'.
Isilon-1# isi remotesupport connectemc view
                  Enabled: No
     Primary Esrs Gateway: svr-emcgateway
   Secondary Esrs Gateway: -
        Use SMTP Failover: Yes
Email Customer On Failure: No
     Gateway Access Pools: subnet0:pool0

Clear all gateway access pools from RemoteSupport and re-add the correct pool:

Isilon-1# isi remotesupport connectemc view
                  Enabled: No
     Primary Esrs Gateway: svr-emcgateway
   Secondary Esrs Gateway: -
        Use SMTP Failover: Yes
Email Customer On Failure: No
     Gateway Access Pools: subnet0:pool0, subnet1:pool0

Isilon-1# isi remotesupport connectemc modify --clear-gateway-access-pools
Isilon-1# isi remotesupport connectemc modify --add-gateway-access-pools=subnet0.pool0

Isilon-1# isi remotesupport connectemc view
                  Enabled: No
     Primary Esrs Gateway: svr-emcgateway
   Secondary Esrs Gateway: -
        Use SMTP Failover: Yes
Email Customer On Failure: No
     Gateway Access Pools: subnet0.pool0

Scenario 2:

"isi esrs view" is enabled and is affected with the removed gateway access pool as well along with RemoteSupport:

Isilon-1# isi esrs view
                                    Enabled: Yes
                       Primary ESRS Gateway: svr-emcgateway
                     Secondary ESRS Gateway: -
                        Alert on Disconnect: Yes
                       Gateway Access Pools: subnet0.pool0, subnet1.pool0
          Gateway Connectivity Check Period: 3600
License Usage Intelligence Reporting Period: 86400
                           Download Enabled: No
          ESRS File Download Timeout Period: 50
           ESRS File Download Error Retries: 3
              ESRS File Download Chunk Size: 1000000
             ESRS Download Filesystem Limit: 80
                Gateway Connectivity Status: Connected

1. Remove gateway access pool from Secure Gateway Services (Secure Remote Services):

Isilon-1# isi esrs modify --remove-gateway-access-pools=subnet1.pool0

If for any reason the above step showed an error, check the Secure Remote Services configuration as it might be applied or proceed with this step:

Isilon-1# isi esrs modify --remove-gateway-access-pools=subnet1.pool0
CLI internal error: Missing key 'gateway_access_pools'
Isilon-1# isi esrs view
                                    Enabled: Yes
                       Primary ESRS Gateway: svr-emcgateway
                     Secondary ESRS Gateway: -
                        Alert on Disconnect: Yes
                       Gateway Access Pools: subnet0.pool0
          Gateway Connectivity Check Period: 3600
License Usage Intelligence Reporting Period: 86400
                           Download Enabled: No
          ESRS File Download Timeout Period: 50
           ESRS File Download Error Retries: 3
              ESRS File Download Chunk Size: 1000000
             ESRS Download Filesystem Limit: 80
                Gateway Connectivity Status: Connected

OR clear all gateway access pools and re-add correct ones.

Isilon-1# isi esrs modify --clear-gateway-access-pools
Isilon-1# isi esrs modify --add-gateway-access-pools=subnet0.pool0

Isilon-1# isi esrs view
                                    Enabled: Yes
                       Primary ESRS Gateway: svr-emcgateway
                     Secondary ESRS Gateway: -
                        Alert on Disconnect: Yes
                       Gateway Access Pools: subnet0.pool0
          Gateway Connectivity Check Period: 3600
License Usage Intelligence Reporting Period: 86400
                           Download Enabled: No
          ESRS File Download Timeout Period: 50
           ESRS File Download Error Retries: 3
              ESRS File Download Chunk Size: 1000000
             ESRS Download Filesystem Limit: 80
                Gateway Connectivity Status: Connected

2. To disable Secure Remote Services on the cluster, apply changes to RemoteSupport by following the below command:

Isilon-1# isi esrs modify --enabled=false --username=userID  --password=TYPE PASSWORD
userID: Customer's Dell Account/Employee's RSA userID
Password: Customer's Dell Account Password/Employee's RSA Token

Isilon-1# isi esrs view
                                    Enabled: No
                       Primary ESRS Gateway: svr-emcgateway
                     Secondary ESRS Gateway: -
                        Alert on Disconnect: Yes
                       Gateway Access Pools: subnet0.pool0
          Gateway Connectivity Check Period: 3600
License Usage Intelligence Reporting Period: 86400
                           Download Enabled: No
          ESRS File Download Timeout Period: 50
           ESRS File Download Error Retries: 3
              ESRS File Download Chunk Size: 1000000
             ESRS Download Filesystem Limit: 80
                Gateway Connectivity Status: Disconnected

  3. Now Scenario 1 can be applied.

  4. IMPORTANT: enable Secure Remote Services back after applying changes to RemoteSupport:

Isilon-1# isi esrs modify --enabled=true --username=userID --password= TYPE PASSWORD
Isilon-1# isi esrs view
                                    Enabled: Yes
                       Primary ESRS Gateway: svr-emcgateway
                     Secondary ESRS Gateway: -
                        Alert on Disconnect: Yes
                       Gateway Access Pools: subnet0.pool0, subnet1.ACI
          Gateway Connectivity Check Period: 3600
License Usage Intelligence Reporting Period: 86400
                           Download Enabled: No
          ESRS File Download Timeout Period: 50
           ESRS File Download Error Retries: 3
              ESRS File Download Chunk Size: 1000000
             ESRS Download Filesystem Limit: 80
                Gateway Connectivity Status: Connected
Isilon-1#


If for any reason the above failed to be ran, check if the changes have been applied or restart the below services:

Isilon-1# isi_gconfig -t esrs esrs.enabled=false
Isilon-1# isi_gconfig -t esrs esrs.esrs_api_key=""  
Isilon-1# isi services -a isi_esrs_d enable 
Isilon-1# isi services -a isi_rsapi_d enable

Isilon-1# isi esrs modify --enabled=true --username=userID --password= TYPE PASSWORD
Isilon-1# isi esrs view
                                    Enabled: Yes
                       Primary ESRS Gateway: svr-emcgateway
                     Secondary ESRS Gateway: -
                        Alert on Disconnect: Yes
                       Gateway Access Pools: subnet0.pool0
          Gateway Connectivity Check Period: 3600
License Usage Intelligence Reporting Period: 86400
                           Download Enabled: No
          ESRS File Download Timeout Period: 50
           ESRS File Download Error Retries: 3
              ESRS File Download Chunk Size: 1000000
             ESRS Download Filesystem Limit: 80
                Gateway Connectivity Status: Connected
Isilon-1#

Affected Products

Isilon, Isilon 108NL, Isilon 72NL, Isilon A100, Isilon A2000, Isilon Gen6.5, Isilon Gen6, Isilon Search
Article Properties
Article Number: 000082040
Article Type: Solution
Last Modified: 18 Apr 2026
Version:  7
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