Symptoms

Following the upgrade to IDPA version 2.7.9 (DDOS 8.3.1), the Data Domain exhibits the following symptoms: System generates an alert indicating the upgrade from Secure Remote Services to SupportAssist failed.During SupportAssist registration, the system prompts for an access key, but the supplied key is rejected with the message Access Key and Pin is not valid for the given device.Example alert entry: Id Post Time Severity Class Object Message ------ ---------------------- -------- ----------------- ------ ------------------------------------------------------------- p0-339 2025-09-12 16:27:05 ERROR SystemMaintenance EVT-TLMY-00003: Upgrade from ESRS to SupportAssist failed. This article only applies to IDPA model DP4400 and other DDVE based Data Domains such as DD3300. Note: For other IDPA models with a physical Data Domain do not follow this article. Reference article IDPA DP5x00 and DP8x00: SupportAssist Registration Failure After Upgrade to 2.7.9.

Cause

These errors occur as the SupportAssist service expects the Instance Software‑ID (iSWID) value for authentication, but the system uses the appliance serial number, resulting in failure.The upgrade to IDPA 2.7.9 includes a DDOS version upgrade (8.3.1) that replaces the legacy ConnectEMC/ESRS services with SupportAssist. During this transition, the registration process can fail for DP4400 models because the system captures the wrong identifier. The configuration file used by SupportAssist stores the appliance serial number instead of the iSWID. This mismatch causes the registration to reject the generated access key.Either of the registry key's config.connectemc.iswid and or config.connectemc.serial_no may be missing or contain an incorrect value, leading to an invalid access key validation.The ESEProperties.json file can also contain the appliance serial number under the serialNumber identifier. This value should contain the iSWID value and not the serial number.

Resolution

Fix: Unavailable now but planned for a future release Workaround: Contact Dell Support to apply the required workaround. Reference this article number 000387778 to expedite the resolution.

Support Cases