PowerProtect Data Manager 19.12 Administration and User Guide

Failed to establish a SupportAssist connection

If you are connecting to SupportAssist with an access key and PIN that is already in use, the connection fails with error:

If this issue occurs, obtain a new access key and PIN from Customer Support. Generate SupportAssist access key and PIN provides instructions.

The following error might display if the SWID is not added to the PowerProtect Data Manager back-end: Connection is failed: Get universalkey error: Invalid Access Key and Pin

If this issue occurs, contact Customer Support and ask them to check whether the SWID has been added to the PowerProtect Data Manager back-end.

Test gateway connection failed

If you are using a gateway that is not Secure Connect Gateway (SCG), the connection to the gateway might fail. As a result, the SCG gateway configuration is not transferred to SupportAssist after you update PowerProtect Data Manager.

When updating PowerProtect Data Manager, the precheck dialog box displays a warning indicating that the SCG gateway version 5.10 or higher is required. Make sure that you update the Secure Remote Services (SRS) or SupportAssist Enterprise (SAE) gateway to a version compatible with the SCG version.

If you are using a SCG or SAE gateway, the update fails with the following error:

SYS0034
Unable to upgrade from Secure Remote Services to SupportAssist.

Details
The upgrade to SupportAssist is unsuccessful for one or more of the following reasons: 1) The SupportAssist service cannot start. 2) The gateway is not accessible. 3) An issue occurs during Gen3 key upgrade.

Recommended Action 
In the PowerProtect Data Manager UI: 1) To open the Support dialog, click Settings and select Support. 2) In the left pane, select SupportAssist to set up SupportAssist.

If this issue occurs, perform the following:

1. Check that you are using the SCG gateway and that the version is 5.10 or higher.
2. Set up SupportAssist. In the PowerProtect Data Manager UI, click , select Support, and then click SupportAssist.

Connection status changes to "Not Connected"

If the connection status changes to "Not Connected":

1. Ensure that all prerequisites are met in Connect to support services through SupportAssist.
2. If the issue persists, contact Customer Support.