PowerProtect: Enabling Dell SupportAssist Fails with Error "Connection is failed."

Summary: When enabling Dell SupportAssist on PowerProtect Data Manager (PPDM), the operation fails with the error: "Connection is failed: Unable to update ESE connection state." This typically indicates that the asset’s serial number or PSNT is not yet registered in Dell’s Secure Remote Services (SRS) database. ...

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Symptoms

  • SupportAssist fails to enable in the PPDM UI.

  • Error message displayed: 

    • Connection is failed: Unable to update ESE connection state. Please contact Dell support to check whether the Serial Number or PSNT has been added to SRS database.

  • telmgr.log entries show

    • SupportAssistConnectionResult(status=FAILED, message=Unable to update ESE connection state. Please contact Dell support to check whether the Serial Number or PSNT has been added SRS database.)
connectivity=[SupportAssistConnectionResultConnectivity(endpoint=https://esrs3-core.emc.com, status=SUCCESS, message=Test connection call is successful.)]

Cause

The failure occurs because the asset (based on its serial number or PSNT) is not yet registered in Dell’s Secure Remote Services (SRS) database. Although the connection to the SRS endpoint is successful, the backend validation fails due to the missing asset record.

Resolution

To resolve the issue:

  1. Contact Dell Support
  2. Request that the asset’s serial number or PSNT be added to the SRS database
  3. Once confirmed, retry enabling SupportAssist in PPDM

Affected Products

PowerProtect Data Manager
Article Properties
Article Number: 000355976
Article Type: Solution
Last Modified: 21 Oct 2025
Version:  1
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