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PowerVault ME5: Unable to Generate Access Key and PIN with Message "This page is only accessible to Dell business users"

Summary: Access to Generate Access key and PIN is denied when the account is not enabled as a validated business user account.

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Symptoms

The following message may be received when attempting to generate the access key and PIN. The access key and PIN is a two factor authentication method that is used to activate SupportAssist on PowerVault ME5 and other Dell products.

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This page is only accessible to DellEMC business users. Sign in with your business account or find a different product.
If you signed in with your business account and believe that you should have access, you can raise a request using the Account Access Issue via our Administrative Support.

 

To generate the access key and PIN, the support enterprise business account needs to be verified. 

     

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    Note: When entering the service tag, you may receive the message "We could not find the site you were searching, verify if you have access to the site."  Should you receive this message, contact Dell technical support for assistance.

    This message usually means the registered account being used to generate the access key and PIN is not the registered company that owns the equipment. If you are installing the PowerVault ME5 on behalf of an end customer, ask the customer who administers the system to register for an enterprise support business account. In some instances where the asset needs to be transferred to another company, resolving this may require completion of a form to transfer the asset ownership. See Dell KB article 000125103: Ownership Transfer and Dell Product Registration Guides. Dell support provides guidance once they can validate the account status.

      Cause

      The account is not yet validated as a business user account.   

      Resolution

      When this happens during the PowerVault ME5 initial Easy Start Wizard, you can skip the SupportAssist configuration and complete the task later. In such an instance, navigate back to the License screen and clear the I accept this agreement checkbox and click the DECLINE AND CONTINUE button. A Configure SupportAssist Later dialog appears to confirm this choice, click OK.

       

      The end-user administrator must complete the account verification the process is outlined in KB 000021768: How to register for access to Dell Technologies Online Support or Upgrade an Existing Account

       

      Proceed as follows:

      1. Logout from dell.com
      2. Click the link: Create an account.
      3. You are asked to log in again or create an account.  This will kickstart the account enablement process.
      4. Follow the instructions that are outlined in KB 000021768 ensure to select the option I am an employee of an organization that has purchased Dell enterprise products in the Additional Access Rights Required page.

       

      Note: It may take several days for the account to be fully verified.
       


      Dell Technologies recommends configuring and enabling SupportAssist.

      SupportAssist is an embedded feature that helps you proactively maintain the health of your PowerVault ME series storage array or other Dell storage, server, and networking devices. In addition, SupportAssist is required to access and use CloudIQ, a no-cost cloud-based storage analytics application.

      When SupportAssist is enabled and an issue is detected, resolution is kick-started as automatic notifications and the necessary diagnostic information is sent to Dell for troubleshooting. Dell technical support contacts you with a resolution, preventing issues from becoming costly problems. Users who combine SupportAssist with ProSupport Plus resolve issues 72% faster.


      Personal or business data is not collected in this process. SupportAssist only collects system state information including configuration, event notifications, and system diagnostic information. With SupportAssist, your information is safe during transport and storage. Data is transported securely with 256-bit encryption, secure web ports, and using a firewall with protected one-way communication from your site to Dell while your device usage and login credentials are never collected or leave your site.


      Complete the account verification outlined in Dell KB article 000021768: How to register for access to Dell Technologies Online Support or Upgrade an Existing Account. 

       

       

      Contacting Dell Support 

       

      If issues are encountered, either contact Dell technical support, or sign in to dell.com and click this Administrative Support link to directly engage Dell customer services. Dell customer services validate the account settings and enable the enterprise support business user access.

      1. Select Account Access Issues from the drop-down menu. You must be logged in to see this option.

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      1. Click Create Service Request.

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      1. Provide the following information in the Create Service Request dialog that appears:
        1. Phone number: <your contact number>
        2. Preferred contact method: Choose email or phone.
        3. URL you want to reach: dell.com  
        4. Request Summary: <add the following information>

      Purpose: Enable business user access for my account.
      PowerVault Service tag: <device 7 digit alpha-numeric service tag>
      Company Name: <provide company name>
      Equipment Site Address: <site address> 

      1. Submit the request when complete.

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      1. You receive an automated email response from Dell Technologies with the case number and links.
      A representative will contact you regarding your question or problem within 48 business hours.
      Your Service Request Number is: S360: 12345678


      Customer service response times can take between 24 to 48 hours over the course of standard business days to complete validation and enable the account. Follow up queries from Dell customer services may occur if additional information is required.

      Once the account is enabled, log in to dell.com/support and generate the Access key and PIN using your device service tag. See Dell KB article 196714: ME5: How to locate the PowerVault enclosure service tag.
       

      Supplemental information

      If you are going on site to deploy a PowerVault ME5, the access key is valid for 7 days, and can be generated in advance. See Dell KB article 000198043: ME5: How to generate an Access Key and PIN to enable SupportAssist.

      Note: In instances where the shipping invoice does not match the current location or business where the equipment now resides, you may be asked to complete a tag transfer to reflect the new ownership and location. See Dell KB article 000125103: Ownership Transfer and Dell Product Registration Guides.

      Note: Once SupportAssist is enabled and working, you can sign on to the Dell CloudIQ service and onboard the PowerVault ME5 for more details about monitoring a PowerVault ME4 or ME5 array using CloudIQ. See Dell KB article 000022224: CloudIQ: General procedures to onboard PowerVault Series arrays to CloudIQ.

      The following articles may also help when troubleshooting SupportAssist connections. 

      Affected Products

      PowerVault ME5012, PowerVault ME5024, PowerVault ME5084