13 Posts
0
5299
November 18th, 2021 11:00
5.00.00.10 Upgrade Failure
Our Support Assist Enterprise appliance prompted to upgrade from 4.00.05.30 to 5.00.00.10 (which I assume is Secure Connect Gateway). However, after downloading successfully, any attempt to use the 'Update Now' link generates an almost immediate response:
Update Failed
There was an issue updating SupportAssist. Please try again.
I've rebooted the appliance but the results are the same. I looked through lots that seemed like they might contain useful information, but nothing is being recorded during the 'Update Now' clicks.
Any help would be appreciate. Thank you.
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bomtrady
1 Rookie
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20 Posts
0
December 3rd, 2021 05:00
@kaluaabyss @EnveraIT Could you try this KB article?
https://www.dell.com/support/kbdoc/en-us/000193553/SAE-VE-shows-not-Connected-to-Dell-EMC
this is for v4. Hope it helps!
bomtrady
1 Rookie
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20 Posts
0
November 23rd, 2021 01:00
Hi @kaluaabyss
It COULD be due to this. Could you please follow the steps of this KB article and try again?
https://www.dell.com/support/kbdoc/en-us/000193080/srs-ve-srs-ve-shows-not-connected-to-dell-emc-and-system-statuses-are-blank
kaluaabyss
13 Posts
1
November 23rd, 2021 07:00
Hi @bomtrady,
Thanks for the suggestion but it appears the v3 certificate fix won't work on v4 (details below) - I did however note that my main page does display a red "X" image next to the words 'Connected to Dell EMC'. However, connectivity tests seem fine and there are successful Connect Home entries. I dug around the logs in the OS but nothing seems to get generated when the Update button is clicked.
mkdir 000193080
cd 000193080
curl https://supportkb.dell.com/attachment/ka06P000000GmxxQAC/veWebIssueFIX_csp_en_US_1.tar -o veWebIssueFIX_csp_end_US_1.tar
tar -xvf veWebIssueFIX_csp_en_US_1.tar
./veWebIssueFIX_csp_en_US_1.sh
**********************************************************************
Executing Ve WebUI Fix script
**********************************************************************
Archive: certs_csp_en_US_1.zip.zip
inflating: /tmp/dell_certs/cacerts
inflating: /tmp/dell_certs/DeploySSLCert.pem
inflating: /tmp/dell_certs/DeploySSLPrivKey.pem
Backing up Axeda deployemnt utility certs....
mv: cannot stat '/opt/esrs/gateway/DeploySSLCert.pem': No such file or directory
mv: cannot stat '/opt/esrs/gateway/DeploySSLPrivKey.pem': No such file or directory
Backing up java certs....
no /usr/java/jre1.8.0_291-amd64/lib/security path found
no /usr/lib/jvm/zre-8/lib/security path found
no /usr/java/latest/lib/security path found
isBackUpDone:true
Copying certs...
cp: cannot create regular file '/opt/esrs/gateway/': Not a directory
cp: cannot create regular file '/opt/esrs/gateway/': Not a directory
Changing Permissions...
chown: invalid user: 'esrsve:esrsve'
chown: invalid user: 'esrsve:esrsve'
Restarting esrsclient and esrsconfigtool...
service: no such service esrsclient
service: no such service esrsconfigtool
deleting files...
I reverted to my snapshot after the attempt above.
EnveraIT
4 Posts
0
November 23rd, 2021 16:00
Hello!
I'm experiencing this same exact issue for a SupportAssist-Virtual Edition v4.00.06.00 to Secure Connect Gateway v5.00.00.10 update. Has anyone found a fix or is the best option to just install a new appliance?
Thank you!
kaluaabyss
13 Posts
2
December 3rd, 2021 06:00
Hi @bomtrady,
I had to do the curl download after entering into the docker shell because copying from the main OS into docker fails (see below); however that aside it cleared up the connection issue and v5 is installing now. Thank you!
Error response from daemon: remount /var/lib/docker/btrfs/subvolumes/5e38a0f5c113dcbd82db2cc0883ce08e056e77a38e4c2fd9262a9dbd183a9b1c/sys/fs/cgroup, flags: 0x44000: invalid argument
EnveraIT
4 Posts
0
December 8th, 2021 14:00
I received the same error as "kaluaabyss" listed under his "Spoiler" comment, but was able to successfully get around this by using WinSCP to browse to the correct appliance directory & install the "veWebIssueFIX". Once installed, I was then able to successfully upgrade our appliance, but now when running through the "Set up and configure your secure connect gateway" wizard, it fails on #3 "Primary support contract" when attempting to update/confirm our contact info. Error received is "We couldn't complete this action because of an error with the Dell Technologies servers. Try again later, and if the issue persists, contact technical support". This error has persisted through a reboot and I am unable to progress through this step to finish setup.
kaluaabyss
13 Posts
0
December 8th, 2021 15:00
@EnveraITLooks like we're in the same boat again, I opened another topic on this issue:
https://www.dell.com/community/Secure-Connect-Gateway/Unable-to-Setup-and-Configure-Step-3-upgraded-appliance/m-p/8098429#M139
EnveraIT
4 Posts
1
December 20th, 2021 12:00
This was Dell's response to a submitted Service Request on this issue:
"Secure Connect Gateway (SCG) will be a great upgrade, but just not yet. There is an update coming for SCG, version 5.00.07.10 will have the Apache-log4j security vulnerability fix implemented. It should be out next week, however, there are still some issues that could make the transition to SCG a little bit rough. They are planning the next update near the beginning of February, and I recommend you wait until then."
cfizz3434
1 Rookie
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12 Posts
0
December 8th, 2022 07:00
How are you able to connect via WinSCP? I tried SFTP and SCP and FTP but none are working with my admin account