Dell Unity: SupportAssist Failed During Network Check with Error Code: 0x6400c1f

Unity SupportAssist failed
SupportAssist not connecting
SupportAssist failed during network check.
Error code: 0x6400c1f

This issue has been identified after upgrade to 5.3.1.

1. Log in to unity CLI as service.

2. Get SupportAssist connectivity status.

   svc_supportassist -s

3. Restart the SupportAssist service.

   svc_supportassist -r

   Note: Check the SupportAssist status, if the issue still persists go to next step.

4. Back up the SupportAssist configuration and make a note of the IP addresses or FQDNs used for the existing SupportAssist environment. This is a precautionary step.

   svc_supportassist --backup /home/service/user/

5. Clean up the SupportAssist configuration.

   svc_supportassist -c

6. Reconfigure SupportAssist from Unisphere manually as a new configuration.

   Reconfigure SupportAssist:

   Note: An accesskey may require to be obtained from the product support portal to reenable it.
   1. Select the Settings icon. The Settings window appears.
   2. Select Support Configuration.
   3. From the drop-down list under Support Configuration, select SupportAssist.
      
   4. Click Configure. The Configure SupportAssist wizard appears to show the SupportAssist License Agreement information.
   5. Select Accept license agreement, to accept the terms of the SupportAssist End User License Agreement (EULA) then click Next. The SupportAssist EULA must be accepted to enable and configure SupportAssist.

       

      NOTE: Once the license agreement is accepted, it does not appear again. Connection Type information appears.
   6. Specify the appropriate SupportAssist connectivity options that are preferred.
   7. Click Next to continue. Network Check information appears.
   8. Do one of the following:
      • Leave the "Use Global Proxy Settings" checkbox cleared. It is not selected by default.
      • Select Use Global Proxy Settings.
      

       

      NOTE: If selected, the currently configured global proxy server settings display under the checkbox and are used for the SupportAssist connection. However, if the current global proxy server type is SOCKS, an error appears. SupportAssist does not support a SOCKS proxy server.
      To proceed, the global proxy server should be configured for HTTP instead or not used if possible.
   9. Click Next to run a Network check to validate the network readiness for the SupportAssist configuration. When the network check passes successfully, Review Configuration information appears.
   10. Check that the SupportAssist selections and the previous related operation results are correct.
       
   11. If the Review Configuration information is correct, click Finish.
       The SupportAssist connectivity should be enabled after a few minutes and Results information appears to show a success message.
       The "Send system data back to CloudIQ" check box is selected (enabled) by default.
   12. Do one of the following:
       • Leave the "Send system data back to CloudIQ" check box selected.
       • Clear the check box to disable sending data to CloudIQ (not recommended).

        

       NOTE: CloudIQ can be enabled or disabled after completing the SupportAssist configuration from Settings > Support Configuration > CloudIQ.
   13. Click Close to close the wizard.
       

Next Steps if required: Always test the connectivity after configuring SupportAssist.
This process checks that the connection is working and allows Dell to recognize the system.

Click Test in one of the following locations:

• System > Service under SupportAssist
• Settings > Support Configuration > SupportAssist

To update status from Unknown, click Refresh.
To make changes to the SupportAssist configuration information, select Change.
The Configure SupportAssist wizard appears in which you can make changes.

For additional information see: https://dl.dell.com/content/manual40912271-dell-unity-family-configuring-supportassist.pdf?language=en-us