Secure Remote Services (SRS) is End of Service Life

Summary: The end of service life (EOSL) for the Virtual and Docker editions of the Secure Remote Services v3.x software is June 15, 2023. The software will be fully retired on January 31, 2024. The replacement solution is the next-gen secure connect gateway technology. ...

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What is happening? 

The transition to the full retirement of our legacy remote IT monitoring and support software solution Secure Remote Services v3.x, Virtual and Docker editions, commences June 15, 2023, and wraps up on January 31, 2024.

The replacement solution - the next-generation secure connect gateway 5.x for servers, networking, data storage, data protection, hyperconverged and converged systems - provides a single connectivity product for managing the entire Dell environment in the data center. In addition, customers who previously used the Secure Remote Services Docker edition can now take advantage of the containerized version for secure connect gateway. Note: All software is customer upgradable or installable.


What versions are affected?

The current Secure Remote Services Virtual and Docker editions - versions 3.38 to 3.52 - are affected. Versions prior to v3.38 have already reached their end of service life.


How does it impact me?

All versions of the specified connectivity solution have reached their end of service life. As a result, monitoring and support (including remediation and mitigation of security vulnerabilities) for the solution is discontinued for the supported Dell storage, networking, and CI or HCI systems. The replacement solution is the next-generation secure connect gateway 5.x for servers, networking, data storage, data protection, hyperconverged and converged systems.

The proactive and predictive capabilities of legacy connectivity for Dell products are discontinued unless the upgrade to the replacement technology is in place.

Effective immediately:
  • Customers are no longer be able to add new devices to an existing Virtual or Docker Edition of a Secure Remote Services gateway. In addition, it is not possible to readd an existing device to a Secure Remote Services gateway that they previously managed. Instead, you must upgrade to a secure connect gateway solution to add any devices.
  • Heartbeat monitoring for disconnected gateways ends
  • Secure Remote Services policy manager is no longer supported.
For customers who run Secure Remote Services Virtual and Docker editions of the software beyond June 15, 2023, ongoing support is available for limited functionality, namely:
  • Connectivity issues for existing products to existing gateways
  • Remote support access to gateways and products
Beyond June 15, 2023, customers will continue to receive support if they experience issues when upgrading or installing the next-gen secure connect gateway solution.

As of January 31, 2024, all functionality for both the Virtual and Docker editions of Secure Remote Services v3.x comes to an end.


What must I do?

If you are running any of the impacted versions of the Secure Remote Services gateways, plan an upgrade to secure connect gateway immediately to avoid disruptions in automated intelligent support.

Customers on older versions must update their software to the latest release of Secure Remote Services v3.52 prior to upgrading to the secure connect gateway solution.

In-place upgrade path saves time and effort:
  • Customers are prompted to download the files from a banner in their gateway management dashboard.
  • Once the software is updated, they use the root account username and password for the legacy technology to access the newest gateway.
  • Next, they are guided to provide details to complete registration. This includes the user license agreement and proxy network details.
  • After the upgrade, all their devices, settings, and other associated information are migrated to secure connect gateway.
Preview how to upgrade:  Video  |  Documentation
 
TIP: For global gateway customers in clustered environments, we recommend upgrading one gateway at a time to minimize downtime.

Exception: The Secure Remote Services - Docker Edition is not upgradable and a new installation is needed for the containerized version of secure connect gateway.


Other resources:

Technical documents:
Technical documentation

Product support pages for legacy connectivity (Includes upgrade resources): 
Secure Remote Services 3.x 

Product support pages for secure connect gateway (Includes upgrade from legacy technology resources): 
Virtual Appliance Edition  |  Docker or Container Edition

Customer FAQs and Security white paper
 

Affected Products

EMC Secure Remote Services, Secure Remote Services, Secure Remote Services Virtual Edition
Article Properties
Article Number: 000215260
Article Type: How To
Last Modified: 26 Jul 2023
Version:  3
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