PowerVault ME5: Failed to authenticate connection to SupportAssist with given access key and PIN

Summary: The incorrect values have been entered when attempting to apply the access key and PIN to SupportAssist. Enter to correct values or check the service tag for your PowerVault ME5 generate the access key and PIN using this service tag. ...

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Instructions

In PowerVault Manager when applying the access key and PIN to enable SupportAssist an administrator may receive the following dialog message:  Failure. Failed to authenticate connection to SupportAssist with given access key and PIN Command failed. - Authorization failure on backend server
 

Failure to authenticate connection.png


This may happen for one of the following reasons:

  • Incorrect values have been entered for the access key and PIN
  • The access key and PIN used have been generated for another device or using a different PowerVault ME5 server tag.

To resolve this failure message
  • Confirm the values for access key and PIN being entered are correct.
or 
  • Find the service tag for the PowerVault ME5  and generate a new access key for this.

 

To find the PowerVault ME5 service tag, see KB 000196714: ME5: How to locate the PowerVault enclosure service tag
 

To generate an Access key and PIN for the PowerVault ME5, see KB 000198043: ME5: How to generate an Access Key and Pin to enable SupportAssist

 

Affected Products

PowerVault ME5012, PowerVault ME5024, PowerVault ME5084
Article Properties
Article Number: 000202637
Article Type: How To
Last Modified: 30 Nov 2022
Version:  3
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