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Dell SupportAssist Version 1.2 for Servers User’s Guide

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Unexpected error occurred

An Unexpected error occurredUnexpected error occurred status may be displayed during either the installation of OMSA or the collection of system information from a device because of a technical issue.

If the issue occurred during the installation or upgrade of OMSA, you may try the following:
  • Verify if the device is reachable from the server on which SupportAssist is installed.
  • Verify if the device credentials (user name and password) you provided are correct.
  • If the device is running a Windows operating system:
    • Verify if the credentials you provided have administrator rights on the device.
    • Restart the Windows Management Instrumentation (WMI) service on both the server on which SupportAssist is installed and the remote device.
    • Delete any files available in the C:\Windows\temp folder on the server on which SupportAssist is installed.
  • If the device is running a Linux operating system:
    • Verify if the Secure Shell (SSH) service is running on the device.
    • Verify if SSH password authentication is enabled (enabled by default).
    • Verify if the credentials you provided have root, super user, or sudo user rights on the device. If you provide the user name and password of a sudo user, ensure that the sudo user is configured for SupportAssist. For information on configuring the sudo user, see Configuring sudo access for SupportAssist .
    • Ensure that the device has all the required OMSA dependencies installed. For more information about OMSA dependencies, see the “Remote Enablement Requirements” section in the Dell OpenManage Server Administrator Installation Guide at DellTechCenter.com/OMSA.
  • Retry the installation of OMSA. See Installing or upgrading OMSA .
  • If the installation of OMSA cannot be completed successfully even after repeated attempts, log in to the device and manually download and install the recommended version of OMSA on the device. For information on the recommended version of OMSA, see the Dell SupportAssist Version 1.2 for Servers Support Matrix at Dell.com/ServiceabilityTools.
  • NOTE: Upgrade from a 32-bit version of OMSA to a 64-bit version of OMSA is not supported. In this scenario, you must uninstall the existing version of OMSA, and install OMSA through SupportAssist. Installing or upgrading OMSA .
If the issue occurred during the collection of system information from a device, you may try the following:
  • Click the error status link in the Status column to view the possible resolution steps.
  • Verify if the device is reachable from the server on which SupportAssist is installed.
  • Verify if the device credentials (user name and password) you provided are correct.
  • If the password of the device is lengthy (10 or more characters), try assigning a shorter password (about 5 to 7 characters), that does not include spaces and quotes, and then update the password in SupportAssist.
  • If you have added the device by providing the operating system details (agent-based monitoring) and the device is running a Windows operating system:
    • Verify if the credentials you provided have administrator rights on the device.
    • Verify if the WMI service is running on the device.
  • If you have added the device by providing the operating system details (agent-based monitoring) and the device is running a Linux operating system:
    • Verify if the credentials you provided have root, super user, or sudo user rights on the device. If you provide the user name and password of a sudo user, ensure that the sudo user is configured for SupportAssist. For information on configuring the sudo user, see Configuring sudo access for SupportAssist .
    • Verify if the SSH service is running on the device.
    • Verify if SSH password authentication is enabled (enabled by default).
    • Ensure that OpenSSL is updated. For more information, see the resolution for OpenSSL CCS injection vulnerability (CVE-2014-0224) available in the support website of the operating system.
  • If you have added the device by providing the iDRAC details (agentless monitoring), ensure that the iDRAC has an Enterprise license installed. For information on purchasing and installing an Enterprise license, see the “Managing Licenses” section in the iDRAC User’s Guide at Dell.com/ESMmanuals.
  • If the error message states that SupportAssist is unable to gather system information from the device because the SSL encryption level of the device is set to 256 bit or higher:
    1. Download the Zulu Cryptographic Extension Kit available at the Azul Systems website.
    2. Extract the downloaded file.
    3. Copy the local_policy.jar and US_export_policy.jar files and paste them at one of the following location on the system on which SupportAssist is installed:
      • On Windows: C:\Program Files\Dell\SupportAssist\jre\lib\security
      • On Linux: /opt/dell/supportassist/jre/lib/security
    4. Restart the SupportAssist service and retry the operation.
After resolving the underlying issue, manually initiate the collection and upload of system information. See Sending the system information manually .
If the Unexpected error occurred status persists, contact Dell Technical Support for assistance.

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