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In Unity OE 5.3.1, the SupportAssist service may fail to automatically recover after encountering issues. As a result, the service becomes nonfunctional and requires manual intervention to initiate a recovery operation. SupportAssist issues are reflected in the Unisphere UI as a status other than "OK" Example from the Unisphere UI > Service > Overview tab: #Scenario 1: Automatic Recovery Fails with Event ID 380040. In this scenario, the SupportAssist service fails to recover automatically and ultimately becomes unable to connect to Dell. Log Example: B MM/DD/YY 16:27:10.354 EmcSupportSvcs 380057 [ERROR] User: SupportAssist service has stopped working. Repair it using svc_supportassist service command. B MM/DD/YY 16:27:10.358 EmcSupportSvcs 380040 [WARN] User: SupportAssist is enabled but unable to connect to Dell. #Scenario 2: Repeated Failures with Event ID 380057 Here, the SupportAssist service repeatedly stops working despite intermittent recoveries. The service ultimately fails to maintain a stable state. Log Example: B MM/DD/YY 02:45:08.321 EmcSupportSvcs 380057 [ERROR] User: SupportAssist service has stopped working. Repair it using the svc_supportassist service command. B MM/DD/YY 02:45:08.333 EmcSupportSvcs 380040 [WARN] User: SupportAssist is enabled but unable to connect to Dell. B MM/DD/YY 02:56:09.560 EmcSupportSvcs 380058 [INFO] User: SupportAssist service is working normally. B MM/DD/YY 03:08:41.026 EmcSupportSvcs 380057 [ERROR] User: SupportAssist service has stopped working. Repair it using the svc_supportassist service command. B MM/DD/YY 03:19:42.188 EmcSupportSvcs 380058 [INFO] User: SupportAssist service is working normally. B MM/DD/YY 05:00:22.884 EmcSupportSvcs 380057 [ERROR] User: SupportAssist service has stopped working. Repair it using the svc_supportassist service command. B MM/DD/YY 05:11:24.038 EmcSupportSvcs 380058 [INFO] User: SupportAssist service is working normally. B MM/DD/YY 05:55:00.909 EmcSupportSvcs 380057 [ERROR] User: SupportAssist service has stopped working. Repair it using the svc_supportassist service command. #Normal Recovery Example: Event ID 380041 This example shows a case where the SupportAssist service successfully recovers and resumes normal operation. Log Examples: B MM/DD/YY 08:02:05.571 EmcSupportSvcs 380057 [ERROR] User: SupportAssist service has stopped working. Repair it using svc_supportassist service command. B MM/DD/YY 08:02:05.584 EmcSupportSvcs 380040 [WARN] User: SupportAssist is enabled but unable to connect to Dell. B MM/DD/YY 08:25:38.240 EmcSupportSvcs 380058 [INFO] User: SupportAssist service is working normally. B MM/DD/YY 08:35:58.816 EmcSupportSvcs 380041 [INFO] User: SupportAssist is working normally. << A MM/DD/YY 01:47:56.069 EmcSupportSvcs 380057 [ERROR] User: SupportAssist service has stopped working. Repair it using svc_supportassist service command. A MM/DD/YY 01:47:56.072 EmcSupportSvcs 380040 [WARN] User: SupportAssist is enabled but unable to connect to Dell. A MM/DD/YY 01:58:57.265 EmcSupportSvcs 380058 [INFO] User: SupportAssist service is working normally. A MM/DD/YY 02:09:00.994 EmcSupportSvcs 380057 [ERROR] User: SupportAssist service has stopped working. Repair it using svc_supportassist service command. A MM/DD/YY 02:19:21.565 EmcSupportSvcs 380058 [INFO] User: SupportAssist service is working normally. A MM/DD/YY 02:19:21.574 EmcSupportSvcs 380041 [INFO] User: SupportAssist is working normally. <<
There are two primary known causes for this issue. #Cause 1: Log File Permission Change After Rotation When the ese_api.log file used by SupportAssist is rotated, its file permissions may change to " root: root ." This results in the SupportAssist service being unable to access the log, which can prevent automatic recovery. Incorrect Permissions Example ( root: root ): ls -lt /EMC/CEM/log/ese/ese_api* -rw-r--r-- 1 root root 177800 MM DD HH:MM /EMC/CEM/log/ese/ese_api.log -rw-r--r-- 1 root root 177500 MM DD HH:MM /EMC/CEM/log/ese/ese_api.log.1.gz ... Correct Permissions Example ( ecom: c4 ): ls -lt /EMC/CEM/log/ese/ese_api* -rw-r--r-- 1 ecom c4 177800 MM DD HH:MM /EMC/CEM/log/ese/ese_api.log -rw-r--r-- 1 ecom c4 177800 MM DD HH:MM /EMC/CEM/log/ese/ese_api.log.1.gz ... #Cause 2: Flaw in the Recovery Logic An underlying issue exists in the recovery mechanism of the SupportAssist service itself. Even when triggered, the recovery process may not complete successfully, causing the service to remain in a failed state.
#Workaround for Issue 1: Restart Management Software. Option 1: Using Unisphere UI 1. Log in to the Unisphere UI with an admin account. 2. Select the menu: Service Menu → Service Task tab → Restart Management Software , and click the button to restart Option 2: Using CLI 1. Access the Unity array's management interface over SSH using a service account. svc_restart_service restart MGMT Note: If the issue occurs frequently, or if resolution without restarting the Management Software is preferred, contact Dell Technical Support for further assistance. #Workaround for Issue 2: Restart SupportAssist Service. Steps 1. Establish an SSH connection to the management IP of the Unity array with a service account. 2. Run the following command: svc_supportassist -r Note: If this workaround does not resolve the issue, contact Dell Technical Support. If the issue persists in both cases despite the above workarounds, performing a cleanup and reconfiguration of SupportAssist may help resolve the problem. Refer to the following Knowledge Base article for the SupportAssist cleanup procedure. Dell Unity: SupportAssist Failed During Network Check with Error Code: 0x6400c1f If assistance is required for recovery, contact Dell Technical Support . #Fix for Issue 1: Log File Permission Change This issue is expected to be resolved in Unity OE version 5.4.1 and later. The log rotation mechanism has been updated in these versions, and the problem has not been reported in newer OE releases. #Fix for Issue 2: Recovery Process Flaw Enhancements to the SupportAssist recovery process have been implemented in Unity OE version 5.4.0 and later. A new version of the Embedded Service Enabler (ESE) module used by SupportAssist is included in Unity OE version 5.5.2.
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