Data Domain: Configure SRS/SCG and troubleshooting ConnectEMC issues

Summary: Secure Remote Services (SRS) and Secure Connect Gateway (SCG) allow Data Domains (DDs) to send Auto-Supports (ASUPs) and Alert notifications securely to Dell Support. It also facilitates remote Technical Support over EMC Secure Remote Services (ESRS) or Connectivity HUB (CHUB). SCG/CHUB supersedes SRS/ESRS. This KB provides the steps to configure the Data Domain to use the SRS/SCG for dial home and connectEMC features. ...

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Instructions

Minimum requirements:
 

Firewall port needs to be open:
9443

The following ports are needed for ESRS/CHUB to allow remote connectivity:
21, 22, 25, 80
 
SRS Gateway version:
SRS Gateway must be 3.34 or higher.

 
NOTE:
Obtain the SRS/SCG gateway ip and hostname before beginning this process
 This process requires use of the sysadmin account, or an account with admin privileges.
 

To configure the Data Domain to use the SRS/SCG Gateway.

Enable autosupport and alerting to send home:
 
Start by enabling the system to send both autosupport and alerts to EMC.
 

# support notification enable all

 
Verify the setting with the command
 

# support notification show all
 

 support notify.png
 
Data Domain IP address:
 

Verify the IP address of the Data Domain for the network that the SRS gateway is on.
 

# net show settings

Make note of the IP address for the system. If there are multiple IP addresses, verify which IP address should be used.

 
 
SRS/SCG access from Data Domain:
 

Verify connectivity to the SRS/SCG gateway:
 
First, ping the IP address of the SRS gateway.
If the ping fails, stop and determine what network issues are present.
 
 NOTE:
If the customer's network does not allow ping, use command
# route trace SRS_Gateway_hostname

Next, use the command # net lookup of the IP address to verify the SRS_gateway_hostname
Ping SRS/SCG gateway hostname. If it replies, go to Register Data Domain to SRS/SCG.

 
NOTE:
If either of these commands fail, the registration to the gateway cannot be completed.


IF NEEDED, add the SRS/SCG Gateway to the Data Domain's host file:
 

Run this command to add the SRS/SCG gateway to the hosts file:
 

# net hosts add SRS_Gateway_IP_Address SRS_Gateway_Hostname

 
Verify that the entry is in the hosts file by running this command:
 

# net hosts show

 
Attempt a ping of the SRS/SCG by hostname again. Once successful, continue with next steps.

 
Register Data Domain to SRS/SCG:
 

This process requires DELL EMC employee RSA credentials (your NT username and RSA token) or the customer's valid Dell support credentials:
 

# support connectemc device register data_domain_IP_address esrs-gateway SRS_gateway_hostname

 
EXAMPLE: 
# support connectemc device register 192.242.21.120 esrs-gateway XXXemcesr01
Enter Service Link username: RSA_username
Enter Service Link password: (RSA FOB)
Device registered to ESRS gateway

 

For multiple SRS Gateways, run the above command a second time with the second gateway hostname
 
NOTE:
FOR DD HA PAIR enter:
 

# support connectemc device register <DDipaddr> esrs-gateway <host-list> ha-peer <peerDDipaddr>

Both Data Domain systems must be able to ping the SRS Gateway by hostname. If the peer DD cannot, this command fails.
 
 
IF AN SSL CERTIFICATE ERROR, IS RECEIVED, CONTACT SUPPORT FOR ADDITIONAL STEPS IN INTERNAL NOTES OF THIS KB
 
Connectemc Test:
 

Once the Data Domain is registered to the SRS/SCG, test the connection to verify it is using REST API: 
 
Run the following command to ensure port 9443 is open for connectivity:
 

# support connectemc test

 
Test should return successful.

 
 
Set Data Domain to use connectemc:
 

Configure the system to use "ConnectEMC" by running this command:
 

# support notification method set connectemc

 
Verify that notification method is set to "connectemc":

# support connectemc config show

 
Finally, verify that both alerts and autosupports are enabled, and that the correct gateway is being used:
  
# support notification show all
Notification   Status       Destination
------------       -------       -----------
alerts            enabled   SRS/SCG_hostname/ip
autosupport  enabled   SRS/SCG_hostname/ip
------------       -------       -----------

 

Troubleshooting Issues

Many issues,can be resolved by unregistering the DD from the gateway and re-registering.

You would unregister the DD from the gateway:
# support connectemc device unregister esrs-gateway <SRS_gateway_hostname>

and then add it back:
# support connectemc device register <data_domain_IP_address> esrs-gateway <SRS_gateway_hostname>

After it registers back, you can test it with this command:
# support connectemc test



Check that SCG has the hotfix applied and SRS GW is on correct version level.

# log view debug/messages.engineering
Search in messages.engineering for “scheduled autosupport” to see that the asup is going out as scheduled.

Location of the logs for connectemc troubleshooting on the Data Domain are located in:

/ddr/var/support/connectemc 

Additional Information

 

 

Affected Products

Data Domain

Products

Data Domain, DD OS 6.2, DD OS 6.0, DD OS 6.1
Article Properties
Article Number: 000023438
Article Type: How To
Last Modified: 21 Jan 2025
Version:  5
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