PowerEdge: iSM uploads of SupportAssist collection to Dell fails

Summary: iDRAC Service Module (iSM) 5.4 and older versions fail to upload SupportAssist collections back to Dell. A "handshake API" error occurs. This upload feature has been deprecated due to the receiving servers at Dell had been decommissioned. ...

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Symptoms

iDRAC Service Module (iSM) 5.4 and older fails to upload a SupportAssist (SA) collection back to Dell. The following error may be seen in either operating system logs:

UploadSAFileHandShakeRequest: Failed after Max number of retry, returning
SupportAssistUploadToDellFUSServer : File Upload HandShake API failed in [2] request,

 

 

 

Cause

Dell has deprecated the feature for uploading SA collections due to decommissioning the receiving servers within Dell Technologies.

Resolution

If Dell Technical Support requests a SA collection, then they provide instructions how to manually upload the report file.

Affected Products

iDRAC Service Module, iDRAC Service Module 5.x, OEMR XL R570, OEMR R440, OEMR R450, OEMR R540, OEMR R550, OEMR R5500, OEMR R640, OEMR R6415, OEMR R650, OEMR R650xs, OEMR R6515, OEMR R6525, OEMR R660, OEMR R660xs, OEMR R6615, OEMR R6625, OEMR R740 , OEMR R740xd, OEMR R740xd2, OEMR R7415, OEMR R7425, OEMR R750, OEMR R750xa, OEMR R750xs, OEMR R7515, OEMR R7525, OEMR R760, OEMR R760xa, OEMR R760XD2, OEMR R760xs, OEMR R7615, OEMR R7625, OEMR R840, OEMR R860, OEMR R940, OEMR R940xa, OEMR R960, OEMR XL R5500, OEMR XR4510c, OEMR XR4520c, OEMR XR5610, OEMR XR8610t, OEMR XR8620t, PowerEdge R440, PowerEdge R450, PowerEdge R540, PowerEdge R550, PowerEdge R640, PowerEdge R6415, PowerEdge R660, PowerEdge R660xs, PowerEdge R6615, PowerEdge R6625, PowerEdge R740, PowerEdge R740XD, PowerEdge R740XD2, PowerEdge R7415, PowerEdge R7425, PowerEdge R750, PowerEdge R750XA, PowerEdge R750xs, PowerEdge R7515, PowerEdge R7525, PowerEdge R760XA, PowerEdge R760xd2, PowerEdge R760xs, PowerEdge R7615, PowerEdge R7625, PowerEdge R840, PowerEdge R860, PowerEdge R940, PowerEdge R940xa, PowerEdge R960, PowerEdge XR4510c, PowerEdge XR4520c, PowerEdge XR5610, PowerEdge XR7620, PowerEdge XR8610t, PowerEdge XR8620t, PowerFlex appliance R650, PowerFlex appliance R6525, PowerFlex appliance R660, PowerFlex appliance R6625, Powerflex appliance R750, PowerFlex appliance R760, PowerFlex appliance R7625, PowerFlex appliance R860, PowerFlex custom node R760, PowerFlex custom node R7625, PowerFlex appliance R640, PowerFlex appliance R740XD, PowerFlex appliance R7525, PowerFlex appliance R840 ...
Article Properties
Article Number: 000240336
Article Type: Solution
Last Modified: 14 Jul 2025
Version:  2
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