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SupportAssist Enterprise periodic collections fails

Summary: The following article provides information about SupportAssist Enterprise periodic collections falling.

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.
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Symptoms



SupportAssist Enterprise periodic collections fails

SLN316743_en_US__1icon Note: This article is part of the Server Tutorials: Support Tools, available Here
 

Issue Summary:

SupportAssist Enterprise fails to run configured monthly periodic collections when the calendar year changes.

Issue Description:

SupportAssist Enterprise periodic collections fail to run with error "Exiting the periodic collection job now since Periodic collection has run for this month" when the month changes from December to January and consecutive periodic collections continue to fail.
This occurs if your SupportAssist for Enterprise was installed last year. The periodic collections will no longer be running due to a bug in the SupportAssist Code.

 

Cause

Observations:

This issue is observed with below steps:
  1.  Log in SupportAssist Enterprise 2.0.xx
  2. Add a few devices and make sure that the devices are visible in "Devices" -> "View Devices" Page
  3. Now, Click on Settings -> Preferences, select a date from "Automatically collect system state information:" drop-down
    •  SupportAssist Enterprise application should be registered for this option to be enabled
  4. Scroll down to the bottom of the page and click "Apply Button" and wait for the message "The changes were saved successfully."
 
  •     Above steps configure periodic collections on SupportAssist Enterprise.
  •     Now these above steps should trigger periodic collections every month on all the devices added in the date that is selected on Step# 3.
  •     Observe that the periodic collections stop from December and does not get auto triggered on January when the calendar year changes 
  •     Error log entry stating "Exiting the periodic collection job now since Periodic collection has run for this month" will be logged on the SupportAssist Enterprise application log when this issue is observed 
  •     Also, observe that all the consecutive periodic collections continue to fail with the same error. 
  •     Application logs are at ‘C:\Program Files\Dell\SupportAssist\logs’.

 

Resolution

Solution Steps

A defect was created on SupportAssist Enterprise and was fixed on 2.0.20 release ETA - May 2019.

 

Workaround: An uninstallation and fresh install after the calendar year change will solve the issue.

Reinstallation will remove all the discovered devices, all the devices and adapters need to be manually added back to SupportAssist Enterprise after the reinstall.

 

Once SupportAssist Enterprise is reinstalled, and the devices readded the periodic collections run.

Affected Products

Servers
Article Properties
Article Number: 000134737
Article Type: Solution
Last Modified: 30 Sep 2021
Version:  5
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