PowerProtect Data Manager 19.15 Deployment Guide

Failed to establish a SupportAssist connection

If you are connecting to SupportAssist with an access key and PIN that is already in use, the connection fails with error:

If this issue occurs, obtain a new access key and PIN from Customer Support. Generate SupportAssist access key and PIN provides instructions.

The following error might display if the SWID is not added to the PowerProtect Data Manager back-end: Connection is failed: Get universalkey error: Invalid Access Key and Pin

If this issue occurs, contact Customer Support and ask them to check whether the SWID has been added to the PowerProtect Data Manager back-end.

Connection status changes to "Not Connected"

If the connection status changes to "Not Connected":

1. Ensure that all prerequisites are met in Connect to support services through SupportAssist.
2. If the issue persists, contact Customer Support.