Autosupport fails delivery with error: Operation timed out in ONTAP

Last updated

Apr 29, 2025
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Visibility:: Public

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Category:: ontap-9

Specialty:: core

Last Updated:: 4/29/2025, 8:36:24 AM

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)

Cause

"Operation timed out" means there is a networking issue from the node to support.netapp.com or the SMTP server
The AutoSupport transmission was able to route out of the node, but either could not reach the destination (support.netapp.com for HTTPS), or did not receive a response back. This can be related to:
- Routing configuration
- Firewall configuration
- Transparent Proxy configuration
- Incorrect ONTAP cluster configuration

Solution

Work with your networking team to confirm:
- Any firewall/transparent proxy should allow connections from ONTAP (e.g. ACLs)
  - Allowlist all cluster and node management LIF IP addresses
  - Ensure that any firewall is configured to allow outbound access to support.netapp.com for the appropriate port:
    - HTTPS: 443
    - SMTPS: 587
    - SMTP: 25

Other less common solutions:

Ensure the route used in ONTAP can reach the destination (support.netapp.com or SMTP server)
Verify there are no duplicate IP addresses in the network that could inhibit AutoSupport communication
Ensure that e0m (if configured) is on the same subnet as mgmt lifs
Confirm the routing table is configured correctly in ONTAP, and that the node routing table has a default gateway for the subnet used in the mgmt LIF.

Additional Information

Notes:

AutoSupport transmission can occur over both node management and cluster management LIFs
When intercluster and management LIFs are configured in the same subnet or the intercluster gateway has a lower Metric weight to associate with a static route and if the route associates with an intercluster LIF, the management traffic will attempt to pass traffic through the intercluster LIF
- Set the intercluster LIF and management LIF in different subnets to avoid this issue
Based on your Network routing this may be blocked by an external firewall and the AutoSupport and NTP connections will fail
- Temporarily test this by running the network interface modify -vserver vserver name -lif intercluster LIF -status-admin down to verify traffic uses the mgmt LIF
- Once confirmed, online the LIF again network interface modify -vserver vserver name -lif intercluster LIF -status-admin up
To reach notifyd.log - ::> node run -node <node_name> -command rdfile /etc/log/mlog/notifyd.log
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