Article Number: 000219653
Avamar: About ConnectEMC
Summary: This article discusses the ConnectEMC service for Avamar including configuration, logs, Common errors, FAQ, and so on
Article Content
Instructions
CONNECTEMC - (Also known as DIALHOME)
ConnectEMC is a program that runs on the Avamar server and sends information to Avamar Support.
What is the Function of ConnectEMC?
ConnectEMC enables automatic creation of Support cases when Avamar hardware or critical Avamar services experience issues.
When and where are the ConnectEMC emails sent?
Emails are sent when important events occur. Also, status emails are sent once every 24 hours.
Emails are sent to: emailalert@emc.com
Configured and managed with:
Avamar Administrator user interface -> Tools -> Manage ConnectEMC.
Once the ConnectEMC is configured, a test email can be triggered either over AV UI/CLI:
a) Use the test button from the AV UI
b) From the AV CLI, push a test-only ConnectEMC email from the Avamar server using the command below:
Most Common ConnectEMC Errors:
What are the most useful ConnectEMC Logs?
Logs Directory from the Avamar Server:
The below Screenshot shows the two ConnectEMC logs useful for:
a) Viewing the failures when ConnectEMC issues are encountered.
b) For support to troubleshoot and advise further on the ConnectEMC issue.
Customers are requested to upload the above ConnectEMC logs to the service Requests when ConnectEMC issues are encountered.
Known ConnectEMC issues and fixes:
1) Avamar 19.4 upgrades (SLES 12 SP5 update) introduced issues with ConnectEMC operating within Avamar.
Issues may include kernel errors as below and failing of the connectEMC service.
Resolution:
If encountering the ConnectEMC Kernel Error, to stop the ConnectEMC alerts, empty the ConnectEMC Config File. Disable ConnectEMC if errors continue.
See After upgrading to PowerProtect DP Series Appliance version 2.7.2, kernel errors related to ConnectEMC start operation failure are displayed on Avamar UI - Events table if email settings are not configured in the appliance.
2) AUI/UI shows several unacknowledged events, mostly related to ConnectEMC not Running.
Review the ConnectEMC_Config.xml to confirm if the ConnectEMC settings are Incorrect like in the below example:
Follow Avamar: Email Home events sent by ConnectEMC over SMTP might be ignored due to incorrect email address recipient configured.
Correct and modify the Email Address to "emailalert@emc.com". After modifying the correct Email Address.
Check the ConnectEMC_Config.xml to confirm if reflects the correct Email Address: emailalert@emc.com
There is no further development on ConnectEMC as the feature is End of Life.
If errors are repeating for Connectemc for AV versions 19.4/19.7/19.8/19.9, then best is to disable the feature.
Avamar - How to disable EmailHome and DialHome email notifications helps with the steps to disable ConnectEMC from the AV UI.
FAQs
See the Additional Information Section for what is replacing ConnectEMC in the future and more.
ConnectEMC is a program that runs on the Avamar server and sends information to Avamar Support.
What is the Function of ConnectEMC?
ConnectEMC enables automatic creation of Support cases when Avamar hardware or critical Avamar services experience issues.
When and where are the ConnectEMC emails sent?
Emails are sent when important events occur. Also, status emails are sent once every 24 hours.
Emails are sent to: emailalert@emc.com
Configured and managed with:
Avamar Administrator user interface -> Tools -> Manage ConnectEMC.
Once the ConnectEMC is configured, a test email can be triggered either over AV UI/CLI:
a) Use the test button from the AV UI
b) From the AV CLI, push a test-only ConnectEMC email from the Avamar server using the command below:
Most Common ConnectEMC Errors:
What are the most useful ConnectEMC Logs?
Logs Directory from the Avamar Server:
#cd /opt/connectemc/logs
The below Screenshot shows the two ConnectEMC logs useful for:
a) Viewing the failures when ConnectEMC issues are encountered.
b) For support to troubleshoot and advise further on the ConnectEMC issue.
Customers are requested to upload the above ConnectEMC logs to the service Requests when ConnectEMC issues are encountered.
Known ConnectEMC issues and fixes:
1) Avamar 19.4 upgrades (SLES 12 SP5 update) introduced issues with ConnectEMC operating within Avamar.
Issues may include kernel errors as below and failing of the connectEMC service.
Resolution:
If encountering the ConnectEMC Kernel Error, to stop the ConnectEMC alerts, empty the ConnectEMC Config File. Disable ConnectEMC if errors continue.
See After upgrading to PowerProtect DP Series Appliance version 2.7.2, kernel errors related to ConnectEMC start operation failure are displayed on Avamar UI - Events table if email settings are not configured in the appliance.
2) AUI/UI shows several unacknowledged events, mostly related to ConnectEMC not Running.
Review the ConnectEMC_Config.xml to confirm if the ConnectEMC settings are Incorrect like in the below example:
Follow Avamar: Email Home events sent by ConnectEMC over SMTP might be ignored due to incorrect email address recipient configured.
Correct and modify the Email Address to "emailalert@emc.com". After modifying the correct Email Address.
Check the ConnectEMC_Config.xml to confirm if reflects the correct Email Address: emailalert@emc.com
There is no further development on ConnectEMC as the feature is End of Life.
If errors are repeating for Connectemc for AV versions 19.4/19.7/19.8/19.9, then best is to disable the feature.
Avamar - How to disable EmailHome and DialHome email notifications helps with the steps to disable ConnectEMC from the AV UI.
FAQs
See the Additional Information Section for what is replacing ConnectEMC in the future and more.
Additional Information
For Integration Data Protection Appliance:
Event information is sent from ConnectEMC through Secure Remote Services Gateway.
SCG is the replacement of Secure Remote Services as Secure Remote Services was EOSL as on 15th June 2023.
Secure Connect Gateway (SCG) is the next-generation consolidated connectivity solutions that are used to enable Dial-Home communication in Integration Data Protection Appliance solutions.
Event information is sent from ConnectEMC through Secure Remote Services Gateway.
SCG is the replacement of Secure Remote Services as Secure Remote Services was EOSL as on 15th June 2023.
Secure Connect Gateway (SCG) is the next-generation consolidated connectivity solutions that are used to enable Dial-Home communication in Integration Data Protection Appliance solutions.
SCG has been qualified for use with Integration Data Protection Appliance versions 2.7.0 and greater. Users of appliances with these versions are advised to upgrade or migrate their Secure Remote Services gateway devices to SCG.
See Integration Data Protection Appliance: Compatibility with Secure Connect Gateway (SCG)
See Integration Data Protection Appliance: Compatibility with Secure Connect Gateway (SCG)
For AV only /AV Standalone:
ESE (Embedded Services Enabler) is the replacement for ConnectEMC starting AV version 19.10.
Article Properties
Affected Product
Avamar, Avamar, PowerProtect Data Protection Software
Product
PowerProtect X400 Appliance
Last Published Date
20 Feb 2024
Version
2
Article Type
How To