Symptoms

Trying to enable SupportAssist on PowerStoreOS v4.0.x or v4.1.x using SCG may return: SupportAssist Health Check returned a failure on [serial]. Review the system checks in monitoring for more details. As seen from the PowerStore Manager user interface: Confirming the issue from the PowerStore Manager user interface Go to Monitoring > System Checks. This always displays the last check that was run on the system. In this case, after trying to enable SupportAssist, you can see the Profile used for the health checks was SupportAssist. This example shows the connectivity error present in v4.1.x. Confirming the issue from CLI This example shows the DNS issue present in v4.0.x. [SVC:service@ServiceTag-A user]$ svc_health_check run -p Support_Assist Name Location Status DescriptionSupportAssist DNS Health Check node_a Failed Could not resolve SupportAssist IP address. The destination host esrs3-core.emc.com cannot be resolved by <IP>. Update the DNS configuration., SupportAssist URLs () can not be resolved.SupportAssist Gateway Health Check node_a Passed SupportAssist Certificate Health.. node_a Passed Skipping health check. ...SupportAssist Proxy Health Check node_a Passed Skipping health check. ... SupportAssist Local Health Check node_a Passed SUMMARY Status: Failed Passed: 4 Failed: 1 Total: 5

Cause

PowerStoreOS version 4.x includes new health checks for SupportAssist enablement, such as DNS resolution and access to the SupportAssist backend servers. If the PowerStore has no external DNS resolution, or direct access to the backend servers, these checks fail. This is a code issue as external DNS access or access to backend servers should not be checked directly for a cluster being set up with Secure Connect Gateway. The DNS resolution check affects PowerStoreOS v4.0.x, and the backend server connectivity check affects PowerStoreOS v4.1.x.

Resolution

This issue has been resolved in PowerStoreOS v4.2.x. Workaround SupportAssist can be configured with SCG using the PowerStore CLI (PSTCLI) with the flag --ignore_health_check_results TRUE. Example for enabling SupportAssist with SCG gateway server and full access (-type SRS_Gateway_Tier3).The entire code block is the command, replace the IP addresses with valid SCG IP addresses. Example with one SCG gateway server: pstcli -d <ClusterIP> -service -u admin remote_support -id 0 set -type SRS_Gateway_Tier3 -remote_support_servers -is_primary yes -address xx.xx.xx.xx -port 9443 -remote_support_servers -is_primary false -ignore_health_check_results true Example with two SCG gateway servers: pstcli -d <ClusterIP> -service -u admin remote_support -id 0 set -type SRS_Gateway_Tier3 -remote_support_servers -is_primary yes -address xx.xx.xx.xx -port 9443 -remote_support_servers -is_primary false -address yy.yy.yy.yy -port 9443 -ignore_health_check_results true For full details and options, run: pstcli -d self/ClusterIP -service -u admin remote_support set -h

Support Cases