Dell EMC Unity: Error Code: 0x6400b71 unable to verify support credentials
Summary: Error Code: 0x6400b71 Error Message: The system was unable to verify support credentials because of a network communication problem.
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Symptoms
Error Code: 0x6400b71
Error Message: The system was unable to verify support credentials because of a network communication problem.
Adding Support page credentials under 'EMC Support Credentials' results in error message.
Unable to see the support contract information.
Resolution
There is a feature in Unisphere where it fetches the Unity support contract (hardware and software) information from EMC support webpage. For this it requires two things:
1. Valid support credentials to logon to support site.
2. Internet connectivity through its management ports.
Support credential is the one used to logon to EMC Support web page (https://support.emc.com). This is managed in Unisphere > System > Service
If Unity's management ports are not connected to the internet for some security reasons, you keep getting alerts as mentioned above.
If you want this to be enabled and reported, but getting alerts, please follow these troubleshooting steps:
1. Verify and confirm if the DNS server IP addresses entered under Management Connections (Settings > Management > DNS Server) are valid ones.
2. Password on support website expire periodically and will be prompted to change. Once changed on the support site, it should be updated on the Unisphere manually. Try applying the password again on the support credentials section.
3. Run SSH to the Unity and try to ping all the DNS servers and the default gateway.
4. Perform nslookup uemconnect.emc.com from the primary storage processor (SP) and see if the IP can be resolved.
5. If you cannot resolve the IP via nslookup, try changing the DNS IP positions under DNS servers tab from Unity (Settings > Management > DNS Server).
6. Verify in your network if ports 80 and 443 is allowed outwards and to uemconnect.emc.com.
7. If all the above steps are verified but still see errors, contact your support representative.
1. Valid support credentials to logon to support site.
2. Internet connectivity through its management ports.
Support credential is the one used to logon to EMC Support web page (https://support.emc.com). This is managed in Unisphere > System > Service
If Unity's management ports are not connected to the internet for some security reasons, you keep getting alerts as mentioned above.
If you want this to be enabled and reported, but getting alerts, please follow these troubleshooting steps:
1. Verify and confirm if the DNS server IP addresses entered under Management Connections (Settings > Management > DNS Server) are valid ones.
2. Password on support website expire periodically and will be prompted to change. Once changed on the support site, it should be updated on the Unisphere manually. Try applying the password again on the support credentials section.
3. Run SSH to the Unity and try to ping all the DNS servers and the default gateway.
4. Perform nslookup uemconnect.emc.com from the primary storage processor (SP) and see if the IP can be resolved.
5. If you cannot resolve the IP via nslookup, try changing the DNS IP positions under DNS servers tab from Unity (Settings > Management > DNS Server).
6. Verify in your network if ports 80 and 443 is allowed outwards and to uemconnect.emc.com.
7. If all the above steps are verified but still see errors, contact your support representative.
Affected Products
Dell EMC Unity FamilyProducts
Dell Unity 300, Dell EMC Unity 300F, Dell EMC Unity 400, Dell EMC Unity 400F, Dell EMC Unity 500, Dell EMC Unity 500F, Dell EMC Unity 600, Dell EMC Unity 600F, Dell EMC Unity Family, Dell EMC Unity HybridArticle Properties
Article Number: 000056836
Article Type: Solution
Last Modified: 07 Nov 2025
Version: 3
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