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Secure Connect Gateway Virtual Edition (SCG-VE): Unable to register XtremIO XMS to SCG v5.14.00.10 or v5.14.00.12

Summary: Unable to register XtremIO XMS to Secure Connect Gateway Virtual Edition (SCG) versions and Existing registered XMS are not affected, only new registrations or re-registrations are impacted. ...

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Article Content


Registration of XtremIO XMS 6.0.1 and above to SCG versions or using "modify-syr-notifier" fails with "*** XMS Completion Code: connection_type_esrsgw_one_or_more_server_unreachable".


An internal library update in SCG v5.14.00.10 and caused the "MultiSuffix" REST-API to fail for products which do not have a connectivity suffix. (For example -1, -2, -3, etc.)
XtremIO XMS versions 6.0.1 (and later) use this API to register all managed clusters in one step. As XtremIO does not use a connectivity suffix, it is impacted by this issue.


Update SCG-VE to version v5.14.00.14 which contains a fix for this issue. See chapter "Update Secure Connect Gateway" in the SCG user's guide for detailed instructions on performing an update.
Note 1: SCG v5.14.00.16 is expected to be available on 10-Feb-2023.
Note 2: It is safe to apply the update even if the hotfix (described below) has already been installed.
Note 3: The SCG gateway is rebooted as part of this update.
Note 4: The XMS needs to be added to the SCG prior to configuring SYR notifier

A hotfix is available until the above patch is released. The hotfix can also be used to resolve this specific issue if a reboot is not desirable.
Note: The hotfix does not update the SCG version number.

Hotfix installation instructions:
  1. Download the hotfix file attached to this KB article (
  2. Copy the file to the SCG-VE using SCP (eg: WinSCP or pscp). Place the file in /tmp
  3. SSH to the SCG-VE and login using "root" credentials.
  4. Change to the /tmp directory and extract the .zip file, as follows:
cd /tmp
  1. Extract the resulting MultiSuffixAddDeviceFix.tar.gz file:
tar -xvzf MultiSuffixAddDeviceFix.tar.gz
  1. Extraction of the tar creates a new directory called MultiSuffixAddDeviceFix.
  2. Change to the MultiSuffixAddDeviceFix directory:
cd MultiSuffixAddDeviceFix
  1. Run the following two commands to apply the hotfix:
chmod +x
  1. You can now log out of the SCG-VE by typing "exit". No reboot of the SCG is required.
  2. Switch to the XMS and register the XtremIO clusters following the steps in KB article

Article Properties

Affected Product

XtremIO, XtremIO Family


Secure Connect Gateway - Virtual Edition

Last Published Date

22 May 2023



Article Type