OpenManage Enterprise: SupportAssist Plugin Registration failure

Issue found in SA Plugin version: 1.0

 

Validating in the application log: Ensure that you have the application log with debug mode.

1. In the application log, check for "SRSServiceAPI#enableConnectivity." This API call where SRS enables connectivity for a given Serial number has a failed response.

   [SRSServiceAPI#enableConnectivity] <--- HTTP/1.1 500 Internal Server Error (1341ms)

2. The below error message indicates the enableSRSConnectivity:

   UPDATE_SRS_CONNECTIVITY failed (RECIPIENT_FAILURE,-1) {"errorCode":"","errorMessage":"{\"status\":500,\"errorCode\":\"SRS028999\",\"message\":\"Error from downstream application: unknown error\"}","httpStatus":500,"errorReason":"Internal Server Error"}

3. Check customer Site Name if it has "&."

Root cause: The Customer Site Name has special characters such as "&" (ampersand) in it. During the plugin registration, SRS generates a certificate which converts "&" to "_ " (underscore with white spaces). While validating the serial number from the certificate, the SRS call fails.
SRS team fixed this issue in the test environment, and it has been tested and verified. Team yet to deploy the fix in a production environment.
 

Workaround:

1. Update customer Site name to remove "&" character replace with "and." Get a confirmation from the customer if they approve of this change in the Site name. Once customer approves, contact support@emc.com to update existing customer Site Name to remove "&" character replace with "and." Share the Site ID and current Site Name.
   1. Example: Update current Site Name "XYZ Company & Co" to "XYZ Company and Co"
   2. For guidance, see Dell internal article 000176637.
2. Retry SA plugin registration after the Site Name has been updated. Make sure to uninstall and reinstall the plugin, generate a new access key, and retry.