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E-Series ASUPs are enabled but are not delivered

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Applies to

E-Series

Issue

  • Auto Support is enabled in SANtricity, but they are not being delivered
  • HTTPS delivery settings connect to support team directly
  • E-Series support bundle reports the following exception in the management software web-server-trace-log-A.txt or web-server-trace-log-B.txt:

2025-05-15 18:53:09,988 ERROR [jetty-6379926] trace [ASUPDispatchTestClient.java:458] [requestId=e93c82e0-59db-4234-8f65-f74d9c036d0b, deviceId=N/A] ASUP support bundle dispatch failed with an exception
Caller+0    at smmonitor.asup.ASUPDispatchTestClient.dispatchASUPMessage(ASUPDispatchTestClient.java:458)
Caller+1    at smmonitor.asup.ASUPDispatchTestClient.dispatchTestASUPBundle(ASUPDispatchTestClient.java:169)
Caller+2    at smmonitor.asup.DeviceAsupServiceImpl.verifyConfiguration(DeviceAsupServiceImpl.java:287)
Caller+3    at com.ni.eseries.aa.restapi.servantsgen.impl.DeviceAsupApiServiceImpl.verifyASUPConfiguration(DeviceAsupApiServiceImpl.java:245)
Caller+4    at com.ni.eseries.aa.restapi.servantsgen.DeviceAsupApi.verifyASUPConfiguration(DeviceAsupApi.java:287)
java.net.UnknownHostException: support.netapp.com

2025-05-15 18:53:09,988 WARN [jetty-6379926] trace [DeviceAsupServiceImpl.java:297] [requestId=e93c82e0-59db-4234-8f65-f74d9c036d0b, deviceId=N/A] ASUP configuration verification failed: support.netapp.com
2025-05-15 18:53:09,988 ERROR [jetty-6379926] trace [ASUPHTTPClient.java:1399] [requestId=e93c82e0-59db-4234-8f65-f74d9c036d0b, deviceId=N/A] ASUP Upload Host InetSocketAddress is unresolved.
Caller+0    at smmonitor.asup.ASUPHTTPClient.initializeServerAddress(ASUPHTTPClient.java:1399)
Caller+1    at smmonitor.asup.ASUPHTTPClient.<init>(ASUPHTTPClient.java:290)
Caller+2    at smmonitor.asup.ASUPDispatchTestClient.dispatchTestAODMessage(ASUPDispatchTestClient.java:195)
Caller+3    at smmonitor.asup.DeviceAsupServiceImpl.verifyConfiguration(DeviceAsupServiceImpl.java:304)
Caller+4    at com.ni.eseries.aa.restapi.servantsgen.impl.DeviceAsupApiServiceImpl.verifyASUPConfiguration(DeviceAsupApiServiceImpl.java:245)
java.net.UnknownHostException: support.netapp.com

  • The E-Series ASUP-TRANSMISSION-LOG file found in the support bundle indicates the following delivery failure status:

5/15/25 04:48:32 UTC -> Priority:CRITICAL, ASUP Message Type:Daily Schedule, ASUP Task Type:Delivery, Status:FAILED, Storage Array:NetApp-Node-1, SAID:6XXXXX00001171800000000XXXXXXXX, Chassis Serial Number:722XXXXXX9, Thread ID:10,354,783, Delivery Method:HTTPS, Sequence Number:3666, Delivery URI:N/A, AutoSupport Decompressed Size:N/A, Total Collection Time:N/A, Message:AutoSupport message dispatch failed.

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