Generate Access Key and PIN for Secure Connect Gateway 5.x, OpenManage Enterprise Connected Services

An access key and PIN can be created or viewed for a specific site ID, site name, product ID, site location, or Dell service tag. The following steps outline the process to generate the access key and PIN or view previously generated access keys.

To Generate an Access Key for the PowerSwitch and PowerVault products, see separate section below.

To Generate an Access Key:

1. On the Dell Support Site, enter the name of the product for which you are attempting to generate an Access Key and hit Search.

   Ex: PowerScale F200 or Serial Number or Service Tag
   

2. Once on the product page, tap the Generate Access Key link:
   

3. On the Generate Access Key page, your product should already be identified. Select Next
   

4. Search by any of the available options, and hit Search. Then select the SiteID for which you are generating an Access Key.
   

   Additional information for finding site details: There are additional resources that can be used to determine site information details that can be used to submit the Access Key request.

   If you have not yet created an account with Dell, reference the following KB for additional details:
   How to Register for Access to Dell Technologies Online Support or Upgrade an Existing Account

   • After logging in and accessing the Generate Access Key page, click your username and Manage Company Information. From here, you may view the Sites that you have access to.
     

   • If you do not have access to any Sites, you can use the Company Administration Portal to view local company administrators and account contacts. Your local administrator can help with additional information.

   • If the above two options do not provide the necessary site information:

     • If you have a dell.com/support account, they can log in with their credentials and open an SR from the Admin Support page:
       https://www.dell.com/support/incidents-online/en-us/contactus/adm-support

       If you do not have a dell.com/support account, they need to call Customer Support to open an SR on their behalf:

       • United States: +1-800-SVC-4EMC (+1-800-782-4362)
       • Canada: +1-800-543-4782
       • Worldwide: +1-508-497-7901

     If you select a Hardware product in the previous step, the options presented below will be different and will include a Product ID/Service Tag option.
     

5. Enter a UNIQUE 4-digit PIN that you remember. Then click Create My Access Key.
   

6. You see screen feedback that your PIN has been created. Your Access Key is emailed to the Business Account email you have on file.
   

7. You receive an email similar to the following. You need this Access Key (that is set to expire within a week) in order to establish connectivity
   

To view previously generated access keys:
These steps can be used to view your access key and PIN history or have active keys resent to your email address.

1. Click the View them here link on the Generate Access Key page.
   

2. The Access Key History window displays the Site ID, Product ID, Product Name, Status, and Expiration Date of previously generated Access Keys.
   

3. To receive the access key information for a specific Site ID, click in the Access Key column.

To Generate an Access Key for the PowerSwitch and PowerVault products, perform the following steps:
On the Generate Access Key page, perform the following steps:

1. Enter search criteria in the search box and select the correct Site ID or Service Tag.

   Generating an Access Key to connect Secure Connect Gateway, or OpenManage Enterprise:
   Select the correct site, by choosing the Site ID number.
   

    

   Note: You can search by full or partial Site ID, Site Name, or Site ID or Location. If you are having issues with locating Site information, see the section below - Additional information for finding site details.

    

   Generating an Access Key to connect your Dell Technologies product using your Product ID, Serial number or Service Tag:
   Select the product by clicking the asset.
   

2. Enter a four-digit PIN in the Create PIN field. Make note of the PIN, as it is required to configure the tool after obtaining the Access Key.
   

3. Click Generate Access Key to have the Access Key created. Both Access Key and PIN are sent to the email address tied to your account.
   

4. Click Done.

VIDEO TUTORIAL on downloading Secure Connect Gateway and obtaining your Access Key and PIN (YouTube): Download Secure Connect Gateway.

VIDEO TUTORIAL on downloading Secure Connect Gateway and obtaining your Access Key and PIN (BrightCove): Download Secure Connect Gateway.

VIDEO TUTORIAL on troubleshooting Business Account Issues (YouTube): Tutorial Secure Connect Gateway Business Account Issues.

VIDEO TUTORIAL on troubleshooting Business Account Issues (BrightCove): Tutorial Secure Connect Gateway Business Account Issues.

Support Engineers:
If the customer is encountering account or access issues with the portal, DO NOT ask the customer to contact support@emc.com. They are already engaged with Support. You want to gather the following information from the customer and contact the Global Inbound Support Team (GIST) yourself so the customer does not have a disjointed experience:

• Customer Name
• Customer email Address
• Company Name
• Complete Site Address
• Service Tag or Serial Number for the product they are attempting to manage.

SLO Expectations to set with the customer:
Depending on the issue, resolution takes anywhere from 24 hours to 5 days. You should however have a prognosis within 48 hours of contact.

Portal is DOWN:
If you or the customer is unable to access the portal, a SNOW ticket must be created. Support Engineers, reach out to the Let's Fix It (LFI) team for resolution.

Troubleshooting:
The Account Services Team (AST) has created a Guided Path that you can follow when troubleshooting the inability to generate an Access Key or PIN. Use Article 000201062 - TSE - Connectivity Account Hierarchy Validation to troubleshoot.

This article was created during the OKB moratorium. A redirect from the OKB article to the LKB article was supposed to be created by IT post OKB retirement, but it was not.