Autosupport fails delivery with error: Operation timed out in ONTAP

Applies to

• ONTAP 9
• AutoSupport
  • HTTPS
  • SMTP
• Transparent Proxy / Firewall

Issue

One or more nodes in the cluster fail to send ASUP (AutoSupport) data due to a timeout reaching the ASUP destination.  See below for examples of various commands that may report this error:

• Command system node autosupport check show-details reports Error: Timeout was reached when connecting to the server - 'support.netapp.com'

Example:

cluster1::> system node autosupport check show-details -node cluster1-1a
Node: cluster1-1a

Category: https
          Component: https-put-destination
             Status: failed
             Detail: HTTPS PUT connectivity check failed for destination:
                     https://support.netapp.com/put/AsupPut/. Error: Timeout
                     was reached when connecting to the server -
                     'support.netapp.com'
  Corrective Action: Possible network configuration issue. Ensure that you
                     have network connectivity           Component: https-post-destination
             Status: failed
             Detail: HTTPS POST connectivity check failed for destination:
                     https://support.netapp.com/asupprod/post/1.0/postAsup.
                     Error: Timeout was reached when connecting to the server
                     - 'support.netapp.com'
  Corrective Action: Possible network configuration issue. Ensure that you
                     have network connectivity

...

Category: on-demand
          Component: ondemand-server
             Status: failed
             Detail: AutoSupport OnDemand connectivity check failed for
                     destination:
                     https://support.netapp.com/aods/asupmessage. Error:
                     Timeout was reached when connecting to the server -
                     'support.netapp.com'
  Corrective Action: Possible network configuration issue. Ensure that you
                     have network connectivity

Category: configuration
          Component: configuration
             Status: ok
             Detail: No confhistory iguration issues found.
5 entries were displayed.

 

• Command system autosupport history show reports transmission-failed Failed to connect to support.netapp.com ... Operation timed out

Example:

cluster1::*> system autosupport history show -node * -fields node,seq-num,status,error,destination
node seq-num destination status error
---------- ------- ----------- ------ -----
node1-01 762159 smtp ignore
node1-01 762159 http transmission-failed Failed to connect to support.netapp.com port 443: Operation timed out

 

• In notifyd.log: error  message: Closing connection #0 followed by HTTP/SMTP errors:

Example (HTTPS):

(message: Trying 216.240.21.18...
(message: Failed to connect to support.netapp.com port 443: Operation timed out)

Example (SMTP):

(message: Trying MAIL_HOST_IP...
(message: Operation timed out)