Failed to upload report

There should be an error code after the failure? Search for “Message=[Error Code:” and attached the lines following, should only be a few.

Attached the log file.. Its says only about STD error

Is it failing all the time?  Can you run diagnostics again by “Send System Log” feature in device page. 

Please verify you can ping ddldropbox.us.dell.com as well

YES, its failing all the time.. I run manually the diagnostics for two different servers ( one with win2k8 os and one with esx) and all the time I have the same error.  The dset reports are created but can not be uploaded

How can I check connectivity to ddldropbox.us.dell.com? 

The certificate is installed. When I ping the address I can resolve the IP (143.166.196.207) but no reply.. I get time out ..  

Can you verify the Certificate on the dropbox and that you can see them

Server Certificate on ddldropbox.us.dell.com is valid till 3/9/2014.

1) Browse https://ddldropbox.us.dell.com (you’ll get 404 file not found, don’t worry about that)

2) In browser click on ssl lock icon on right hand side in the address bar

3) Click on view certificates – should have the expiration date, if you don’t any I can send you some to insert

4) On certificate tab click on certification Path (this will indicate whether required root certificates are installed /or not)

I would think you should be able to ping that site.

Can you try uploading the report manaully

STARt > All Programs > DSET 3.4 > DSET CLI

DellSystemInfo.exe -a manual -r C:\Program Files (x86)\Dell\Dell Integrated Support\reports\Dset\DSET_Report_for[Esx4_SvcTag_71ZQZ2J_2013-06-06T094209].zip

I tried to manually upload the file.. It says that the report file is not valid. But I can see that the report is located to the specific folder.

I move the report file to the same folder with the dellsysteminfo utility and the file uploaded successfully. 

????

Hi,

Thanks for your email. The upload may be failing due to restrictions on your firewall. To verify this couple of things can be checked:

1) Try uploading the report manually:

Open the command prompt using

STARt > All Programs > DSET 3.4 > DSET CLI

and run the following command:

DellSystemInfo.exe -a manual -r "C:\Program Files (x86)\Dell\Dell Integrated Support\reports\Dset\DSET_Report_for[idrac-24cyd5j.konsole.onet_SvcTag_24CYD5J_2013-07-21T085232].zip"

Please note the complete path where DSET report is saved and include it within quote (since the path contains space).

If the above command fails, then the your firewall may not be allowing traffic to file upload server (ddldropbox.us.dell.com). You can verify this by opening a browser and type https://ddldropbox.us.dell.com/upload.aspx. If you get a response (ignore the 404 error) from the server then you know your firewall is allowing traffic to upload server. If you dont get a response, then you need to open port 443 on your firewall for the above server (ddldropbox.us.dell.com).

Please let us know the result of the above 2 steps.

Thanks,

-Prabhat

Hi,

Do you use proxy to connect to internet? If so, can you provide the proxy info while trying to upload the report from command prompt? Can you try the following command:

DellSystemInfo.exe –a manual –r –x –y

Provide the proxy password when prompted. There will be fileupload.log in DSET\bin folder, which contains more details about upload. Can you please attach this file here after you run this command?

Thanks,

-Prabhat

Hi,

Thanks for your quick update. Now, we know where the problem is. The required certificate is already imported under administrator context and that's the reason you are able to upload the DSET report from the command prompt. The INVALID_CA error tells me that when you run DSET within Dell SupportAssist context (either part of case creation or Send System log) it doesnt have access to this certificate as it runs in different user context. So we're looking at options to make this available so that file upload happens successfully. We'll get back to you shortly.

Thanks,

-Prabhat

Hi,

This issue is happening because the required Dell certificates are not getting downloaded in “LocalSystem” context.

Download the following certificates

http://dellincca.dell.com/crl/Dell%20Inc.%20Enterprise%20CA.crt

http://dellincca.dell.com/aia/externalissuingca1.crt

To install the certificate manually, try the following steps:

1. Go to Start>Run, Type MMC
2. Go to File>Add/Remove Snap-in
3. From the left side window select Certificates, click Add
4. Select computer account, click Next
5. Keep the default option (Local computer), click Finish, click OK
6. Click + symbol to expand the certificates
7. Go to Intermediate certificate Authority > Certificates
8. Right click there, select All Tasks > Import
9. Dialog wizard will come, click Next
10. Browse to the file “Dell Inc. Enterprise CA.cer” which was downloaded earlier, click Next
11. Keep the default option (Place all the files in following store) selected, click Next
12. Click Finish, Message will popup “Import successful”
13. Repeat the step (8-12) to import the other certificates.

 Now please try to upload from SupportAssist UI, by doing Send System Log. 

Please let us know your findings on this.

Thanks,

Sunit