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E-Series DBM Backup AutoSupport could not be delivered starting on 9/30/20

Last Updated:

Applies to

  • E-Series E2800, E5700 and EF600 platforms.
  • StorageGRID Appliances SG57xx and SG6000 series.
  • E-Series DBM Backup AutoSupport.
    • Note: E-Series daily, weekly and critical AutoSupports are not affected by this issue.
  • AutoSupport  (ASUP) could not be delivered email alerts started on 9/30/20.


  • Users are receiving an ASUP message could not be delivered. Alerts started around 9/30 and continues on daily basis.

An ASUP message could not be delivered from the array management host eos-x to NetApp ASUP https gateway

  • E-Series AutoSupport transmission logs (asup-transmission-logs.txt) indicate ASUP delivery failed with HTTP status code 500 return.

9/31/20 22:30:59 UTC -> Priority:CRITICAL, ASUP Message Type:AOD Request, ASUP Task Type:Delivery Retry, Status:FAILED, Storage Array:, SAID:6D039EA0001A6D3A00000000XXXXXXXX, Chassis Serial Number:XXXXXXXXXXXX, Thread ID:234,412, Delivery Method:HTTPS, Sequence Number:24, Delivery, AutoSupport Decompressed Size:N/A, Total Collection Time:N/A, Message:AutoSupport message delivery failed. Server returned HTTP status code: 500.

  • E-Series Web server logs (web-server-trace-log-X.7z) indicate DBM ASUP could not be delivered with HTTP status code 500 return.

2020-09-31 22:30:45,341 INFO [SMMonitorTask-431] trace [] [requestId=0, deviceId=N/A] Reading file '/msw_data/data/monitor/supportdata/pending/BUNDLE.Dbmfile.6D039EA0001A6D3A00000000XXXXXXXX..1601545736357.7z' and writing to output stream
2020-10-01 22:30:59,758 ERROR [SMMonitorTask-431] trace [] [requestId=0, deviceId=N/A] ASUP message upload failed, status code 500
Caller+0                at smmonitor.asup.ASUPHTTPClient.dispatchASUPMessage(
Caller+1                at smmonitor.asup.ASUPTask.dispatchAutoSupportBundle(
Caller+2                at smmonitor.asup.ASUPTask.doTaskOperation(
Caller+3                at smmonitor.asup.ASUPTask.doTask(
Caller+4                at smmonitor.asup.ASUPTask.doTask(
2020-10-01 12:30:59,759 ERROR [SMMonitorTask-431] trace [] [requestId=0, deviceId=N/A] Dispatching ASUP Bundle is failed


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