Skip to main content
NetApp Knowledge Base

ONTAP AutoSupport (Transport HTTPS) Delivery Failure Resolution Guide

  1. Last updated
  2. Save as PDF
Views:
7,375
Visibility:
Public
Votes:
7
Category:
ontap-9
Specialty:
core
Last Updated:

Applies to

  • ONTAP 9
  • AutoSupport
  • Transport
    • HTTPS

Description

See below for instructions on how to resolve AutoSupport issues related to Delivery or Transmission failures with the transport protocol configured as HTTPS.

Procedure

  1. Verify the current configuration

cluster1::> autosupport show -node <node name> -instance

Node: cluster1-1a
State: enable
SMTP Mail Hosts: mailhost
From Address: admin@email.com
List of To Addresses: address1@email.com,address2@email.com
List of Noteto Addresses: -
List of Partner Addresses: -
Send AutoSupport Messages to Vendor Support: enable
Protocol to Contact Support: HTTPS
Support Proxy URL:
...

Note: If Protocol to Contact Support is set to SMTP and not HTTPS, refer to the SMTP Delivery Failure Resolution Guide

  1. Verify Connectivity

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 configuration issues found.
5 entries were displayed.

 

  1. Review the table below to find a Solution with a matching Error description

Error Solution
  • Could not resolve host - 'support.netapp.com'
  • Timeout was reached when connecting to the server - 'support.netapp.com'
  • Peer certificate can not be authenticated with given Certificate Authority certificates.

  1. (Optional) The output of notifyd.log may contain additional information:

cluster1::> node run -node (node name) -command rdfile /etc/log/mlog/notifyd.log

  • copy the output to your favorite text editor
  • To locate the error: Use ctrl F and search

In most cases you may start from the following line (message: Closing connection #0) and work up to the true error message.

Use the following Table for additional messages to look for in notifyd.log:

Error Solution
  • Failed to connect to support.netapp.com port 443: Operation timed out
  • message: Could not resolve host: support.netapp.com
  • message: SSL certificate problem: unable to get local issuer certificate
  • message: SSL certificate problem: self signed certificate in certificate chain
  • Error: Peer certificate can not be authenticated with given Certificate Authority certificates
  • message: error:0E065068:configuration file routines:STR_COPY:variable has no value
  • message: HTTP/1.1 302 Moved Temporarily
  • message: deliver_http_asup: HTTP PUT request failed, code: 302
  • HTTP/1.1 403 Forbidden
  • message: error:0D0C50A1:asn1 encoding routines:ASN1_item_verify:unknown message digest algorithm
  • message: OpenSSL SSL_connect: SSL_ERROR_SYSCALL in connection to support.netapp.com:443
  • OpenSSL SSL_read: SSL_ERROR_SYSCALL, errno 54
  • error:0E079065:configuration file routines:DEF_LOAD_BIO:missing equal sign
  • Error: Peer certificate can not be authenticated with given Certificate Authority certificates
  • message: error:0A000152:SSL routines::unsafe legacy renegotiation disabled

 

Other Useful Commands:
  • Review AutoSupport History

cluster1::> system autosupport history show -node * -fields node ,seq-num ,status ,error ,destination

seq-num destination status error
------- ----------- ------ -----
39      smtp        ignore ""
39      http        transmission-failed 
39      noteto      ignore ""
38      smtp        ignore ""
38      http        sent-successful ""
38      noteto      ignore ""

Additional Information

 

 

NetApp provides no representations or warranties regarding the accuracy or reliability or serviceability of any information or recommendations provided in this publication or with respect to any results that may be obtained by the use of the information or observance of any recommendations provided herein. The information in this document is distributed AS IS and the use of this information or the implementation of any recommendations or techniques herein is a customer's responsibility and depends on the customer's ability to evaluate and integrate them into the customer's operational environment. This document and the information contained herein may be used solely in connection with the NetApp products discussed in this document.