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September 13th, 2019 17:00
SupportAssist Enterprise Error SA-4500
Hi, I'm getting error SA-4500 when sending collections from 3 servers on different sites using SAE 2.0.21.93. Network connectivity tests and case creation tests pass without error but when sending collections the log shows: 12 sep 2019 21:41:46,401 [SAE-Upload-Queue-Processor-0] INFO com.dell.supportassist.uploader.chunking.FileChunk- 165 - Step 1 : Handshake : connecting to
https://is.us.dell.com/FUSCHUNK/api/1.0/initiateuploadfile 12 sep 2019 21:41:47,015 [SAE-Upload-Queue-Processor-0] ERROR com.dell.supportassist.uploader.chunking.FileChunk- 219 - Connection reset 12 sep 2019 21:41:47,015 [SAE-Upload-Queue-Processor-0] ERROR com.dell.supportassist.collector.feature.consumers.UploadConsumer- 193 - *****Upload failed****** for the collection Id: 374837385756317C2D33323032343131313933353331303534373737 with path: C:\Program Files\Dell\SupportAssist\\reports\SingleDeviceCollection\APGMXTAMS1.aireproyectos.com.mx_MANUAL_SA_2019-09-12T21-21.zip 12 sep 2019 21:41:47,015 [SAE-Upload-Queue-Processor-0] ERROR com.dell.supportassist.collector.feature.consumers.UploadConsumer- 219 - *****Upload failed****** for the collection Id: 374837385756317C2D33323032343131313933353331303534373737 with path: C:\Program Files\Dell\SupportAssist\\reports\SingleDeviceCollection\APGMXTAMS1.aireproyectos.com.mx_MANUAL_SA_2019-09-12T21-21.zip Any help on this is much appreciated.
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DELL-Stefan R
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790 Posts
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September 16th, 2019 02:00
Hi Daniel,
like you mentioned this happens just on three systems, so I believe there are a couple of servers where it's getting uploaded as it should, right?
That is strange as SA does not make a difference between the systems but anyway could you tell me for how long this happens?
Or is it just a one time issue and today the upload works fine?
For any further checking, I ask you to send me the debug log of the SupportAssist and the ServiceTags of the affected systems. Please send all this in a private message.
Here is a how-to change the logger from INFO to DEBUG.
Instructions on collecting debug logs:
Go to
Make a copy of log4j2.xml as backup, so you preserve the original, such as log4j2_info_mode.xml
Edit the original file by searching for line
Change the value info in this line to debug (see the specific entries below)
Restart the Dell EMC SupportAssist Enterprise service in services.msc console
This section needs to have INFO changed to DEBUG:
Should look like this:
Attention: Please change back when done debugging!
Application Logs
Log Location: C:\Program Files\Dell\SupportAssist\logs
Error File: application