Dell Unity: Error "You may have Provided Invalid Support Credentials when Configuring SRS"
Summary: An error is received when configuring the "Support Credentials" area in Unisphere in order to configure Secure Remote Services: Error "You may have provided invalid EMC support credentials" when preparing to configure Secure Remote Services. ...
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Symptoms
An error is received as shown below when configuring the "Support Credentials" area in Unisphere in order to configure Secure Remote Services:
The user may see the following when trying to enter the support username and password:
The user's credentials were verified to be correctly set up to configure Secure Remote Services by e-Services Group.
However, the user is unable to validate the credentials in Unisphere.
The user may see the following when trying to enter the support username and password:
The user's credentials were verified to be correctly set up to configure Secure Remote Services by e-Services Group.
However, the user is unable to validate the credentials in Unisphere.
Cause
Possible Cause 1:
Possible Cause 2:
Check if the password contains special characters. There are known issues with special characters.
This can also happen if the support password contains special characters. The password may work in the Dell Support site, but once it encounters authentication during Secure Remote Services configuration to Dell servers, it fails.
This can also happen if the support password contains special characters. The password may work in the Dell Support site, but once it encounters authentication during Secure Remote Services configuration to Dell servers, it fails.
Possible Cause 2:
At the time when this issue was first observed, the dell.com website had a 20 character limit for passwords, but no notification or hint was provided.
In this case, the user's password was over 20 characters (created in a password generator app). The user did not realize the password was getting cut short when copying and pasting it into the browser to set the new password. As a result, the password that was set up is different than the password intended. The original password was stored in a password manager application (the original password as intended with the extra characters).
In order to avoid this confusion, the dell.com website was updated with a hint message near the password field with:
"Passwords must be between 8 and 20 characters in length and contain 1 upper case letter, 1 lower case letter, and 1 number. "
In this case, the user's password was over 20 characters (created in a password generator app). The user did not realize the password was getting cut short when copying and pasting it into the browser to set the new password. As a result, the password that was set up is different than the password intended. The original password was stored in a password manager application (the original password as intended with the extra characters).
In order to avoid this confusion, the dell.com website was updated with a hint message near the password field with:
"Passwords must be between 8 and 20 characters in length and contain 1 upper case letter, 1 lower case letter, and 1 number. "
Resolution
Workaround:
Upgrade to Unity OS 5.3.1 or later and convert from Secure Remote Services to SupportAssist Direct Connect or a Secure Connect Gateway (SCG) solution.
Support for Integrated Secure Remote Services (Secure Remote Services) ends on December 30, 2024. Dell Unity arrays connected using the Integrated SRS option lose connectivity unless the Unity array is upgraded to OE 5.3 or later before December 30, 2024.
Upgrade to Unity OE 5.3 or later to avoid losing connectivity. The Unity OE 5.3 release introduced a new connectivity solution, SupportAssist, that replaces Secure Remote Services (Secure Remote Services).
Upgrading to Unity OE 5.3 or later converts the array from using integrated Secure Remote Services to integrated SupportAssist.
- If there is a suspicion that this may be due to special characters in the password, to rule this out, change the support password to something simple without special characters and try again. Once Secure Remote Services is configured, the password can be changed to something more complex on Dell.com.
- Set up a new password for the support account with a maximum 20 characters.
- Use the already defined password removing everything after the 20th character.
Upgrade to Unity OS 5.3.1 or later and convert from Secure Remote Services to SupportAssist Direct Connect or a Secure Connect Gateway (SCG) solution.
Support for Integrated Secure Remote Services (Secure Remote Services) ends on December 30, 2024. Dell Unity arrays connected using the Integrated SRS option lose connectivity unless the Unity array is upgraded to OE 5.3 or later before December 30, 2024.
Upgrade to Unity OE 5.3 or later to avoid losing connectivity. The Unity OE 5.3 release introduced a new connectivity solution, SupportAssist, that replaces Secure Remote Services (Secure Remote Services).
Upgrading to Unity OE 5.3 or later converts the array from using integrated Secure Remote Services to integrated SupportAssist.
- Dell Unity: Support for Integrated SRS ends on December 30, 2024 (User Correctable)
- Dell Unity: How to enable and configure SupportAssist (User Correctable)
Additional Information
An important note here is that as part of the troubleshooting process, access to support.emc.com is verified by the support agent.
In this case, this was working fine as the user was pasting the password into the portal, which was capping that pasted password to the 20 characters (so the same password as defined before on the same portal).
However, in Unisphere, the FULL password was being entered (with more than 20 characters), therefore failing.
In this case, this was working fine as the user was pasting the password into the portal, which was capping that pasted password to the 20 characters (so the same password as defined before on the same portal).
However, in Unisphere, the FULL password was being entered (with more than 20 characters), therefore failing.
Affected Products
Dell EMC Unity, Dell Unity 300, Dell EMC Unity 300F, Dell EMC Unity 350F, Dell EMC Unity 400, Dell EMC Unity 400F, Dell EMC Unity 450F, Dell EMC Unity 500, Dell EMC Unity 500F, Dell EMC Unity 550F, Dell EMC Unity 600, Dell EMC Unity FamilyProducts
Secure Remote Services, Dell EMC Unity 600F, Dell EMC Unity 650F, Dell EMC Unity Family |Dell EMC Unity All Flash, Dell EMC Unity Family, Dell EMC Unity HybridArticle Properties
Article Number: 000057334
Article Type: Solution
Last Modified: 01 Oct 2025
Version: 4
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