AutoSupport delivery fails due to DNS - Couldn't resolve host in ONTAP 9 and earlier

Last updated

Apr 30, 2025
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Views:: 13,227

Visibility:: Public

Votes:: 4

Category:: ontap-9

Specialty:: CORE

Last Updated:: 4/30/2025, 5:06:54 PM

Applies to

AutoSupport
ONTAP 9
SMTP
HTTP(s)

Issue

Nodes could not connect to the DNS servers and could not resolve any of the following host names.

Support.netapp.com
your mailhost server (if using SMTP)
your proxy server (if configured)

Verify: (3 options)

Run command Autosupport history show

::>system autosupport history show::>system autosupport history show -node <node_name> -fields node,seq-num,status,error,destination

Last Error reported :

Couldn't resolve host name.

Testing connectivity from the command line

::> set advanced

::> system node autosupport check show-details -node node_name

::> vserver services name-service dns check -vserver <name>

Example:

Category: smtp Component: mail-server Status: failed Detail: SMTP connectivity check failed for destination: mailhost. Error: Could not resolve host - 'mailhost' Corrective Action: Check the hostname of the SMTP server

::> vserver name-service dns check -vserver netappfas01 Name Server Vserver Name Server Status Status Details ------------- --------------- ------------ -------------------------- netappfas01 10.15.5.10 down Connection refused. netappfas01 172.12.191.114 down Operation timed out. 2 entries were displayed.

Review the notifyd logs.

::> node run -node (node-name) -command rdfile /etc/log/mlog/notifyd.log

Notified logs display the following errors:

Attempting to deliver ASUP using PUT) 0000001b.000723c6 04233027 Fri Feb 27 2015 02:27:01 -05:00 [kern_notifyd:info:829] (category: 829:1528:deliver) (emittime: 2/27/2015 02:27:01) (message: getaddrinfo(3) failed for support.netapp.com:443) 0000001b.000723c7 04233027 Fri Feb 27 2015 02:27:01 -05:00 [kern_notifyd:info:829] (category: 829:1528:deliver) (emittime: 2/27/2015 02:27:01) (message: Couldn't resolve host 'support.netapp.com') 0000001b.000723c8 04233027 Fri Feb 27 2015 02:27:01 -05:00 [kern_notifyd:info:829] (category: 829:1528:deliver) (emittime: 2/27/2015 02:27:01) (message: Closing connection #0)

ERR: AutoSupport::StatusCheck:Connectivity check to HTTP PUT destination failed (Couldn't resolve host name) with root CA path: /mroot/etc/vserver_4294967295/certificates/ssl/serverCa

Cause

There can be various causes that would prevent connectivity to your DNS servers:

Verify you have proper routing to the DNS
If using port e0m , make sure its in the same subnet as the SP/BMC . Can the SP / BMC and e0M interface be configured on different subnets?
Potential traffic going out of your Intercluster lif due to Behavior in Bug 952014 - AutoSupport traffic disrupts when the storage system selects intercluster LIFs for outbound traffic
Management lifs are blocked by a firewall

Solution

Option 1 Perform the following steps to review your DNS server

Verify if you have a route to the DNS server (work with your network team)

Validate the status of the name servers.

::>vserver services name-service dns check -vserver vs1

Vserver Name Server Status Status Details ------- ----------- ------ ----------------------- vs1 10.0.0.50 up Response time (msec): 2 vs1 10.0.0.51 up Response time (msec): 2

Edit the DNS services to add a different DNS server Configure DNS for host-name resolution

Option 2 Review your Firewall policies

Allow / trust the mgmt IP's (Cluster management and node management lifs) on the Firewall
To determine which IPs need to be Allowed:

Cluster::> network interface show -role *mgmt*

Logical Status Network Current Current Is

Vserver Interface Admin/Oper Address/Mask Node Port Home

----------- ---------- ---------- ------------------ ------------- ------- ----

Cluster

Node1_mgmt1 up/up 10.61.64.38/24 Node1 e0M true

Node2_mgmt1 up/up 10.61.64.40/24 Node1 e0M true

cluster_mgmt up/up 10.61.64.42/24 Node1 e0e true

Option 3 change AutoSupport destination to IP (SMTP Only)

If option 1 is not possible or as a Temporary fix, you may change the email host from the email hostname to IP address in ONTAP

::> system node autosupport show
Copied
::> autosupport modify -node * -mail-hosts <ip address>
Copied

Option 4 create a host entry to resolve the hostname

The following procedure will add a host entry in ONTAP to allow Name resolution and bypass connecting to your DNS server.

Note: This is a temporary fix. You should work with your network team to determine why the Node cannot communicate with the DNS servers.

Add a Host entry to resolve 'support.netapp.com' manually to 216.240.21.18.

::> vserver services dns hosts create -vserver node1 -address 216.240.21.18 -hostname support.netapp.com

Note: You can add similar entries to manually resolve your proxy or mailhost hostnames

Additional Information

AutoSupport not working over SMTP - error message: FTP: weird server reply
Configure DNS for host-name resolution
How to use DNS check command to diagnose issues with name servers
See TR-4444 and ONTAP 9 Documentation for Autosupport configuration and networking requirements.
Use the following commands to edit DNS server as needed:

vserver services name-service dns show - Display DNS configuration vserver services name-service dns create - Create a new DNS table entry vserver services name-service dns modify - Change a DNS table entry vserver services name-service dns delete - Remove a DNS table entry

Use the following commands to edit DNS host as needed:

vserver services dns hosts create - Create a new host table entry vserver services dns hosts delete - Remove a host table entry vserver services dns hosts modify - Modify hostname or aliases vserver services dns hosts show - Display IP address to hostname mappings