5 Posts
2
5910
November 19th, 2021 04:00
Will not update to Version 5.00.00.10 of SupportAssist and valid credentials do not work
I'm having some problems with SAE. I am plagued with the same issues reported by others that "SupportAssist Enterprise is unable to connect to the device using the provided credentials. | Update the credentials of the device, if possible." Yes, the credentials are correct and had been working for awhile and have not changed. This only seems to plague our newer iDrac9 servers.
I was hoping V5 would maybe fix this. I get the banner text to update to V5. When I click download now I get the spinning boxes for about a minute and then they go away. The banner never prompts to apply the upgrade. I have rebooted the appliance and passed the network connectivity tests. Why does this upgrade not proceed and when it does apply will it fix our credential problems with new version of iDrac?
EPL-Tech
5 Posts
0
December 6th, 2021 09:00
I was told by Dell Support that if you open a ticket they can help you run the SAE upgrade to Secure Connect Gateway V5 if you have a large number of devices but they recommend just downloading a new appliance and adding your devices to it.
Support also confirmed that to connect to the new iDrac 9 FW you need to upgrade for the credentials to work properly.
You can download SCG here: https://www.delltechnologies.com/en-us/services/support-deployment-technologies/secure-connect-gateway.htm
User guide here: <ADMIN NOTE: Broken link has been removed from this post by Dell>
Just sharing what they told me over the phone. Good luck.
Matthew Miles
3 Posts
2
November 22nd, 2021 08:00
Same issue for me. I had to revert back to an older version of the iDRAC firmware to get SupportAssist to work with valid credentials. Was hoping for an updated version to come out that would resolve this so we could update our iDRAC. Saw that v5 of SupportAssist was available now via the banner at the top prompting to download. I tried to update, and I just get "Update Failed, There was an issue updating SupportAssist. Please try again."
RichardElf
1 Message
0
November 26th, 2021 01:00
Same issues here, credential problem and update failed.
Very disappointed about this issue, please fix this Dell.
DellForumUser
1 Rookie
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11 Posts
0
November 30th, 2021 07:00
Same issue here - the update from SAE 4.00.06 to Secure Connect Gateway fails with "There was an issue updating SupportAssist. Please try again."
FramptonAE
2 Posts
0
December 2nd, 2021 12:00
Exact same issue. We barely had this installed 1 year ago with our 4 expensive blade chassis. Dell has been no help so far.
FramptonAE
2 Posts
1
December 2nd, 2021 12:00
On the plus side, I earned a copper badge replying to this. (>.<) We don't need no stinkin' badges, we need fixes!
irfErThRiSTA
1 Rookie
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1 Message
0
December 2nd, 2021 20:00
guess there is no one doing QA or monitoring the message board...
NyetLoki
3 Posts
0
January 13th, 2022 06:00
Per another question's answer, this may be related to expired certs.
See https://www.dell.com/support/kbdoc/en-us/000193553/SAE-VE-shows-not-Connected-to-Dell-EMC
Look to see if "Connected to Dell EMC" is red X on the upper right side.
LNAGBA1
7 Posts
0
March 10th, 2022 12:00
@NyetLoki
works for me. Update to v5 was possible after executing the script in the KB article.
Thanks
dlloyd525
1 Message
0
June 23rd, 2022 07:00
Where did you find the script. Mine will not automatically upgrade.