SAN HQ not uploading Data

Question

SANHQ for some reason is failing to upload data

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SANGROUP 9/21/2016 12:33 Diag Data - Scheduled - Collection Failed All members failed to confirm their data collection prerequisites. Verify that the group’s network connection and associated volumes are healthy and that SupportAssist is not already performing a data collection process. Run the collection again and if this problem persists, delete your existing SupportAssist configuration and then run the SupportAssist Configuration Wizard to reconfigure the group for SupportAssist diagnostic data collections. 15 s. Default Server

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SANGROUP 9/21/2016 12:33 Diag Data - Scheduled - Collection Underway The group Diag Data - Scheduled data collection is currently underway. Default Server

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i uninstalled the software and removed all data and reinstalled and reconfigured , same thing

i installed the software on multiple other servers and freshly installed ones same results

ports are not blocked

PS Firmware 8.1.1

San HQ version 3.2.0.8291

any clues ?

QueBall · Answer

This is due to a change made by a Microsoft security patch that broke communications from the service to the Dell web service server.

The MS patch affects how the DOT NET component can establish an SSL encrypted connection back to the Dell server.

Dell will likely need to update SanHQ to use a newer SSL method when connecting to the server to submit reports or call their dot net component with different settings to avoid being blocked.

Until they make a new version of sanHQ to patch this issue you can uninstall the hotfix or use registry entry to revert to old behaviour.

You can uninstall the following hotfix on Windows 2012

Other versions of Windows will have a different version of the same patch, you can go through the links on the windows 2012 version to find the fix that was used on your particular version of windows (2012r2, windows 8, 8.1)

https://support.microsoft.com/en-us/kb/3142032

You will also have to tell windows update to ignore the hotfix by checking for new updates after you uninstall and then choosing to hide the update when it comes up in the list of available fixes.

You can also create a workaround for the effect of this hotfix with a registry key:

https://support.microsoft.com/en-ca/kb/3155464

Sorry, not sure of the exact registry entry to create.

It will be something like:

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\.NETFramework\v2.0.50727\System.Net.ServicePointManager.SchSendAuxRecord]
"C:\\Program Files\\EqualLogic\\SAN HQ\\SANHQService.exe"=dword:00000000

It creates an exception to allow the SanHQ service to use the old possibly unsecure settings.

I just uninstalled the hotfix, I'm not concerned about the security issue on the machine I run SanHQ from as it doesn't really do anything else here. To compromise it would take a pretty exceptional set of circumstances plus they would have to be able to open the encrypted data file that is sent on top of intercepting and decrypting your communications stream.

Thanks to David at Dell for helping me get it working again. Hope this helps.

alshawwa · Answer

thanks , that explains a lot

EqualLogic

SAN HQ not uploading Data

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