SupportAssist stops sending call home files and alerts to CloudIQ.After checking the pod status with the following command:

kubectl get supportassist -n powerflex -o yaml

It shows the following status:

lastUpdated: "2025-01-13T09:05:33Z"
    phase: 'Reconciling: Remote access configuration failed'
    remoteAccessIP: 
    serialNumber: ELMVXFxxxxxxxx
    state: Failed
    statusMessage: 'error when configuring Remote Access service : '   <<<<<

supportassist-vxflexappliance_logs shows an ERROR:

169 2025-01-30 08:22:27,134 CP Server Thread-10 DEBUG DellESE.ese.security.lockboxclient.lockboxcrud LN: 99 -31 : The requested Lockbox entry could not be found.For key:ESE_client_passphrase hence returning None! 
169 2025-01-30 08:22:27,134 CP Server Thread-10 ERROR DellESE.ese.rest.urllib_client LN: 293 Missing passphrase in Secure Store (or plug-in not found). Unable to load client certs.   <<<<<

supportassist-vxflexappliance_logs also shows SupportAssist failing to connect to https://esrs3-core.emc.com/:

169 2025-01-30 08:22:47,186 CP Server Thread-10 DEBUG DellESE.ese.srs.srswebapi LN: 85 Failed connectivity to https://esrs3-core.emc.com: err 4:timeout error   <<<<<
169 2025-01-30 08:22:47,186 CP Server Thread-10 DEBUG DellESE.database.esedb LN: 17 Save connectivity result: status=TimedOut, HTTP code=None, time=1738225367, url=https://esrs3-core.emc.com

Also, an ERROR regarding ESE not being initialized:

169 2025-01-30 08:22:48,499 Config Minder ERROR ESE.ConfigMinder LN: 150 configminder thread - ESE is not initialized

Impact 

CloudIQ and hardware/software alerts are no longer being sent home.

Confirm network connectivity between the SupportAssist pod and the Dell Secure Remote Services server, by running a dig command from inside the pod:

 kubectl exec -it -n powerflex supportassist-vxrackflex-0 – bash
 
# dig esrs3-core.emc.com

Deregister and reregister SupportAssist with a new access key.

An improvement for recovering from network instability or loss was introduced in PFMP version 4.8.

Impacted Versions
PFMP 4.x

Fixed In Version
PFMP 4.8