Dell Unity™ Family Configuring SupportAssist

General SupportAssist restrictions and limitations

The following restrictions and limitations apply to SupportAssist:

• If a policy manager server address is configured for a connection type of Integrated ESRS on the Unity system before an upgrade to Unity OE version 5.3 or later, the policy manager setting is not transferred during the upgrade. After the upgrade, an error is logged to indicate that the policy manager can no longer manage the network communication between the Unity system and the backend servers.
  NOTE:A Policy Manager and associated proxy servers are supported in Unity OE version 5.3 for SupportAssist with a connection type of Connect through a gateway server. Connections to the Policy Manager and associated proxy servers must be configured through the Secure Connect Gateway interface.
• If integrated ESRS is enabled with a SOCKS proxy in an earlier Unity OE version before an upgrade to Unity OE version 5.3, a pre-upgrade health check error blocks the upgrade. If integrated ESRS is not enabled but a SOCKS proxy is configured, the upgrade is blocked. If a global proxy server is configured in Unity OE version 5.3 or later, it must be of type HTTP. If you configure a SOCKS proxy server in Unity OE version 5.3 or later for external network connectivity, SupportAssist cannot be enabled.
• A Unity system with either ESRS gateway (version 3.x) or SupportAssist Enterprise (version 4.y) configured for centralized ESRS cannot be upgraded to Unity OE version 5.3. ESRS gateway (version 3.x) and SupportAssist Enterprise (version 4.y) are not supported in Unity OE version 5.3 for SupportAssist. SupportAssist only supports Secure Connect Gateway version 5.12.00.10 or later.
• IPv6 is not supported. Only IPv4 is supported for SupportAssist.
  NOTE:If the Unity system is configured with only an IPv6 management IP address, SupportAssist functions and basic connectivity do not work. Also, you cannot specify a proxy server with an IPv6 address for either Connect Directly or Connect through a gateway server, or Secure Connect Gateways with an IPv6 address for gateway connections.
• If the underlying SupportAssist service encounters a problem (status appears to remain as unknown) and Connect directly is configured for the Connection Type, you cannot enable the Connection Type of Connect through a gateway server.
• When a Unity system has been assigned a universal key during manufacturing or an OE 5.3 upgrade and the ESRS connection is automatically upgraded to SupportAssist, or the system has enabled SupportAssist while running OE 5.3 and is later reinitialized to a pre-OE 5.3 release, an upgrade to SupportAssist operation will fail because the universal key for OE 5.3 already exists in the Support Center backend. In this case, the issue with the Support Center backend must be fixed before you upgrade to an OE 5.3 or later release.
• When Unity is connected through a gateway connection to the Support Center backend, it is possible that the remote access state that appears in Unisphere is different from the remote access setting in the Support Center backend.
  NOTE:With Unity OE version 5.5 or later, Unity cannot connect to a Secure Connect Gateway server through a proxy server.
• On a Unity system that is configured with a Secure Connect Gateway connection, remote access and remote secure credentials (RSC) will stop working without notification if the Secure Connect Gateway server is reinstalled.
• A false success indication appears when switching to a configured Secure Connect Gateway that cannot communicate to the Support Center backend or Unity system due to firewall or port setting.
• When a correctly configured gateway exists, misleading and invalid proxy configuration errors may appear in an associated response and log when there is an issue reaching the Secure Connect Gateway server or Support Center backend server.
• If an issue occurs with the Support Center backend server or a network issue occurs between the Secure Connect Gateway server and the Support Center backend server, the connection appears as good and an alert is not generated.
• An active remote connection from Dell Support cannot be terminated by a user by disabling the inbound connection in the SupportAssist UI page. Dell Support must terminate this active connection.
• When the SupportAssist service is not in a good state or there is any difficulty in gracefully disabling the connection, users may initiate a cleanup in the Unity system. This cleanup only deletes the data in the Unity system, but not the data in the SCG or backend servers. As a result, Dell Support could still remotely log in to the Unity system.
• In a direct connection configuration, when any proxy server setting, which includes proxy server address, port, username, password, and enabling or disabling a proxy server, is changed, remote access stops working if the previous proxy setting no longer works. You must restart the SupportAssist service using the svc_supportassist -r service command.
  NOTE:For information about service commands, see the Dell Unity Family Service Commands Technical Notes document.
• If your Unity system can only connect to the public network through a proxy server, an automatic upgrade to SupportAssist from Integrated ESRS during an upgrade from Unity OE version 5.2 or earlier to Unity OE version 5.3 or later is not supported and the operation will fail.