PowerVault ME4: Last SupportAssist logs upload failed, an MC internal error has occurred

Figure 1. SupportAssist configuration panel. Available options differ on older firmware versions.

• SupportAssist logs are sent automatically once every 7 days from the ME4.
• Warning or Error event messages are sent if they occur on the ME4.

You may observe either of the following messages in the SupportAssist configuration dialog.

Last SupportAssist logs upload failed. An MC internal error has occurred.
Last SupportAssist Event upload failed. An MC internal error has occurred.

1. Depending on network conditions, the message may be transitory.
2. DNS is not configured, or the DNS service is unreachable thus name resolution is not possible.
3. Firewall blocking outgoing TCP traffic on port 443 to dell.com
4. Where used proxy settings or credentials may be incorrect or the proxy cannot forward traffic to dell.com due to site firewall rules.
5. The management controller (MC) may not be responding. 

Network conditions

If may be a situation that the site where the PowerVault ME4 is located lost Internet connectivity temporarily or there may have been congestion or disruption on the network preventing the successful transmission of telemetry data.

NOTE:  If the site where the PowerVault ME4 is located does not have Internet connectivity or security policies deny Internet access. The SupportAssist service cannot be use. Clear the Enable SupportAssist box and click Apply. 

Click Check Connections to test if a successful session can be established. If the test connection fails, follow the steps below to eliminate potential causes.

Both controller module management interfaces must be connected to the LAN and configured with a valid IP address, subnet mask and gateway address. There should be a network path possible to route traffic to the site Internet gateway. This can be tested from the command-line interface (CLI) using the ping command. For more details using the CLI to troubleshoot SupportAssist see KB: CloudIQ: ME4 - How to troubleshoot CloudIQ upload failures.
 

Domain Name Servers

A common reason SupportAssist fails to send telemetry data occurs when the PowerVault ME4 is not configured to resolve DNS names or DNS services are unreachable. 

1. Perform one of the following to access Network options:
   • In the Home topic, select Action > System Settings, and then click the Network tab.
   • In the System topic, select Action > System Settings, and then click the Network tab.
2. Select the DNS tab.
3. Enter a hostname in the Hostname text box to set a domain hostname for each controller module. Use the following naming conventions:
   • The name must differ for each controller.
   • The name can have from 1 byte to 63 bytes.
   • The name is not case-sensitive.
   • The name must start with a letter and end with a letter or digit.
   • The name can include letters, numbers, or hyphens; no periods.
4. Enter up to three network addresses for each controller in the DNS Servers fields. The resolver queries the network in the order that is listed until reaching a valid destination address. Any valid setting is treated as enabling DNS resolution for the system.
5. Specify up to three domain names for each controller in the Search Domains fields to search when resolving host names that are configured in the storage system. The resolver queries the network in the order that is listed until finding a match.

6. Perform one of the following:
   • To save your settings and continue configuring your system, click Apply.
   • To save your settings and close the panel, click Apply and Close. A confirmation panel appears.
7. Click Yes to save your changes. Otherwise, click No.

Firewall rules.

Work with your network administrator to ensure that the firewall does not block outbound TCP connections on port 443 to any of the following addresses.

Proxy servers 

If your organization uses a proxy server, check that the settings are correct and that the user authentication credentials are correct.

It should be possible to test connectivity to the proxy server using the ping command in PowerVault CLI. For an example using the ping command see KB: CloudIQ: ME4 - How to troubleshoot CloudIQ upload failures.

If the proxy server is reachable from the ME4, but no connection is possible check with your network administrator that firewall settings are not preventing transmission from the proxy server.
 

Management Controller

Each controller module contains a Management Controller (MC) processor and a Storage Controller (SC) processor. When necessary, you can restart or shut down these processors for one controller or both controllers. Restarting Storage controller causes the controller module that is selected to restart and may be production impacting.

Restarting management controller (MC) does not impact production however access to PowerVault Manager is not possible on a controller while MC starts. There is a disconnect to the management interface for one or two minutes before access is restored. 

Perform the following steps to restart a management controller:

1. Perform one of the following:
   • In the banner, click the system panel and select Restart System.
   • In the System topic, select Action > Restart System. The Controller Restart and Shut Down panel opens.
2. Select the Restart operation.
3. Select the controller type to restart: Management. Warning: Do not select Storage.
4. Select the controller module to restart; Controller A, Controller B, or both Controllers.
5. Click OK. A confirmation panel appears
6. Click OK. A message is displayed that describes restart activity.

If restarting management controller (MC) resolves the issue, ensure you are running the latest controller firmware for the PowerVault ME4 available from dell.com/support. There are several issues affecting earlier controller firmware versions that cause MC to become unresponsive causing SupportAssist transmission to fail.

If the above steps fail to resolve and your PowerVault ME4 is covered by an active ProSupport contract, gather the support logs from the ME4 and contact Dell technical support for further assistance.

See related KB article:  PowerVault: How to collect PowerVault ME4 support logs