Symptoms
PowerStore appliances using SupportAssist direct connect on PowerStoreOS versions below 3.6.1.0 have lost access to the features below:
Automated case creation for phone home alertingLog and Telemetry automatic uploadsCloudIQ functionalityUpgrade AlertsRemote assistance
The connectivity details on the Dell support site display the status as Offline. The Connection Type states "This version of Secure Remote Services is no longer supported at this time."
Figure 1: The Remote Support Status is Offline, and the Connection Type shows the reason for this.
Cause
Legacy infrastructure has been retired.
Resolution
Available options to restore SupportAssist functionality:
Option 1: Upgrade to next-generation direct connect path (PowerStore T appliances ONLY)
Upgrade to PowerStoreOS 3.6.1.0+
NOTE: If using the Metro volumes feature, review the following article prior to upgrading: PowerStore: Overlapping I/O on a Metro volume may lead to unexpected reboot or increased latency
See the PowerStore: PowerStoreOS Matrix for current available releases.
Option 2: Migrate to external gateway connection path (PowerStore T and X appliances)
Deploy a Secure Connect Gateway - Virtual Edition 5.x appliance.
Reconfigure PowerStore SupportAssist options to use the newly deployed gateway appliance.
PowerStore UI > Settings > Support Connectivity > Connection Type > Connect via gateway > Enter gateway appliance details
Post Infrastructure Retirement on December 31, 2024:
PowerStore clusters running PowerStoreOS versions earlier than 3.6.1.0 are stuck attempting to reestablish connections to the retired legacy infrastructure. This generates alerts that the system is no longer connected.
To work around this, use the following command to force-disable the SupportAssist feature from the PowerStore service console:
NOTE: The command below manually forces the SupportAssist feature into a disabled state to cease alerts and reconnection attempts. SupportAssist functionality is not available while this feature is disabled. Use one of the options above to restore SupportAssist functionality.
pstcli -d -u admin -service remote_support -id 0 set -type Disabled -force_internal true
