Session Time Out During Secure Connect Gateway Upgrade

Hello Marc Ayub,

I haven't heard about anyone having this issue yet. This may take more research.

For starter try clearing browser cache.

What version are you upgrading from and to?

Have you tried Reboot the appliance, reboot the host?

How long does it take for the time out to show?

Can you click in the session every 10-15 minutes to keep it alive?

I spoke with an engineer and they haven't had this reported yet. 

In this case it was recommended to call in and set up a support case on this so they can get a look at it, with you, in a remote session.

Yes customer tried all those suggestions and still not working. Going from the last available SRS version to SCG  5.10.00.10. 

Yes customer did create an SR but support said they're 2 weeks behind on backlog cases. 

we are going through the upgrade and running into a similar issue, our issue shows an "upgrade in progress" and stays that way.  

Hi, may we have your SR # please so that we can see what is going on? Also where does it say it's 2 weeks behind?                                                                                                                                          

SR  . A WFM stated cases are 2 weeks behind in getting assigned and a TSE said a 5X increase in case volume since the release of Secure Connect Gateway.

Hi @Marc Ayub,

Are you upgrading the SCG from SRS or SAE or SCG?

Hi @cuttit,

Due to the limitation of support on SRS upgrade to SCG, you may need to contact support to help you with the issue. https://www.dell.com/en-my/dt/services/support-deployment-technologies/secure-connect-gateway.htm 

Hi @DELL-Joey C  we are upgrading from SRS. 

Hello Marc Ayub,

Have you been able to call into Support ? You may have a quicker response.

The recommendation from the engineer was to contact support to set up a service case so they can do a remote session and get a look with you.

I can do some more research and update you if I find something.

Hello,

Yes customer created SR  and he was denied for a live transfer to a TSE. Case has been sitting idle without being assigned. 

I apologize for the delay on that. It is sitting in progress - waiting to be assigned.

I did find there is an issue engineers are working on with OME downloads that could be related.

They are currently working on a resolution but I don't know an ETA to resolution yet.