CloudIQ: ME4 - How to troubleshoot CloudIQ upload failures

• CloudIQ is a no-cost cloud-native application that proactively monitors and measures the overall health of your storage systems through intelligent, comprehensive, and predictive analytics.

• CloudIQ leverages the SaaS deployment model to add new features and functionality, pushing the upgrades to the cloud and exposing these new features to users regularly with no downtime.

• CloudIQ supports Unity, Dell SC Series, XtremIO, PowerMax and VMAX, Connectrix, PowerVault ME4 Series, Isilon, and Converged Systems. A CloudIQ Collector, which is installed as a vApp under VMware, enables the collection of VMware and Connectrix data.

• CloudIQ also provides a Mobile App for iOS and Android allowing monitoring from anywhere.

• Users must have a valid Dell EMC Customer Support account by registering using Dell EMC Support with a proper corporate email address.

• A paid (active) ProSupport or ProSupport Plus agreement and an accepted End User License Agreement (EULA) for each asset to be viewed within CloudIQ is required.

• ME4 controllers should be firmware G280 or later.

• Integrated Dell KB article 54807: ME4: SupportAssist must be enabled to send data from the asset to CloudIQ hosted on Dell EMC infrastructure.

• Users may access the CloudIQ user interface at https://cloudiq.dellemc.com with their Dell EMC Customer support username (email) and password.

Verifying connectivity from the PowerVault ME4.

Open an SSH session with administrator-level credentials to the ME4 controller A management IP address. You can use a terminal application such as PuTTY.

The following commands can be used to examine the settings and show if the ME4 is sending data:   

show network-parameters
show dns-management-hostname
show dns-parameters
show support-assist
show cloud-iq 

What should I observe from this output?

• The management interfaces on both controllers are configured, enabled, and healthy. By default SupportAssist data is sent through controller A management interface unless controller A is offline.

• The hostname must be unique on each controller.

• Domain Name Server (DNS) IP addresses must be configured on each controller. Sometimes DNS settings may not get set after a controller is replaced causing SupportAssist to fail due to being unable to resolve the dell.com DNS names.

• SupportAssist must show enabled and whether your organization uses a direct TCP connection or a proxy server. SupportAssist establishes an outbound TCP connection on port 443 to any of the following addresses.

• CloudIQ must be enabled.

Stopping Services

If the settings are correct and no data is being sent, carry out the following commands. These commands are not production impacting and do not require a maintenance window.

You must wait a minute for the management controller (MC) services to complete restart.

set cloud-iq off
set support-assist off
restart mc both

If you are using SupportAssist with a proxy, ping your DNS servers and the proxy server, otherwise, if you are not using a proxy server, then ping the following hostnames to verify DNS name resolution works and connectivity. If you are unable to resolve the hostname or get a ping response from the server, investigate with your network administrator.

ping stor.g3.ph.dell.com count 3
ping web1.compellent.com count 3

Restarting Services

Once MC services have restarted and ping response is verified, restart SupportAssist and CloudIQ services in the following order:   

set support-assist on
set cloud-iq on

Confirm connectivity

Run the following commands to confirm connectivity and send a support bundle to Dell EMC.

check support-assist
show support-assist
show cloud-iq
send support-assist-logs

The PowerVault CloudIQ service sends performance data at 15 minute intervals and configuration data at 60 minute intervals. It may take an hour before you observe regular updates when you log in to https://cloudiq.dellemc.com to view the status.

If the status of the PowerVault ME4 is still not being updated on the CloudIQ, contact Dell EMC technical support for further assistance.   

Collect a support bundle where the support-assist-logs are not sent. For instructions, see Dell KB article 120519: ME4: How to Collect support logs on ME4 models