Symptoms

The following article provides information about SupportAssist Enterprise unable to connect to devices. Symptoms When devices are added or discovered by SupportAssist Enterprise. It uses the provided credential profile to log in to the devices if it is unable to log in to the device. It is placed in the Intermediate or Inactive group and you receive an email from SupportAssist Enterprise with error code - SA-0150/SA-0145/SA-9025Example Email - Dear Customer,SupportAssist Enterprise has detected that the request for monitoring and automatic support/incident creation capabilities is limited for 3 of your devices. Devices have been moved to the Intermediaries or Inactive group because they require your attention.The following is a summary of the issues that are detected on devices in the Intermediate or Inactive groups.Problems detected on devices in the Intermediaries group Error Code Error Message Display Message Resolution steps SA-0150 Cannot add the device. SupportAssist Enterprise cannot add the device because its credentials were inaccurate, incomplete, or not provided. Idrac.hostnameCheck the accuracy of the credentials and understand the information requested. If you did not provide credentials, enter the credentials of the device or apply a credential profile.SA-0145Cannot add the device. SupportAssist Enterprise cannot add the device because its credentials were inaccurate, incomplete, or not provided.192.168.0.30Check the accuracy of the credentials and understand the information requested. If you did not provide credentials, enter the credentials of the device or apply a credential profile. Note: You can view up-to-date device information for Intermediate or Inactive groups from the Health Status page of the SupportAssist Enterprise site on the SupportAssist Enterprise Details tab. You can also export this information in CSV format from this same page.Once the resolution is complete: Devices are moved to Intermediate or Inactive groups.Monitoring and Auto Support/Incident Creation requests are supported for these devices. Thank you,

Cause

Not Applicable

Resolution

Steps to identify root cause of the issue. First identify the hostname or IP address to determine if the host name/IP name belongs to a Windows system /iDRAC/VMware or Switch, and so on Once you have identified what type of device is, try to login to the device directly using RDP/Browser/SHH depending on the device. If you can log in to the device using expected credentials the username/password needs to be, reset before it SupportAssist Enterprise will also be able to log in. If you can log in to the device, then the issue is with SupportAssist Enterprise provided credentials or the credentials, SupportAssist is using for the device are incorrect. Log in to SupportAssist Enterprise NOTE: To Open SupportAssist Enterprise from a remote system: https://:5700/SupportAssistTo Open SupportAssist Enterprise from a local system: https://localhost:9099/SupportAssistOr use the icon of SupportAssist Enterprise of on the desktop of the installed system. Click Devices > Account Credentials >Edit account credentials for the devices type in question.Then Check Account Profile > Ensure that profile is set up to use required Account Credentials.Once the Account Credentials + Account Profile have been verified to be, correct and up-to-date.Click Devices > Search for the IP/Host name of the system from the email alert.Tick the device and press edit.Ensure that the correct account credentials are being used for the device from the drop-down. Things to check that are using the correct Account Profile. Rules for discoveryOpenManage Essentials adapterSystem Center Operations manager AdapterOpenManager Enterprise AdapterRemote collectors

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