Symptoms
The following error is obtained when trying to provision Dell SupportAssist on PowerScale clusters.
"An error occurred when trying to activate SupportAssist"
From the WebUI:From CLI:
Provision Status: Current State: COMPLETED
Sub-state: completed
Success or Fail: Fail
Percent Complete: 100%
Error: Exceeded API retries in provision_post_get_universal_key.
Cause
This could be happening due to two possible scenarios:1. Using a Node Serial Number or other form of identification on the cluster when generating the Access Key from the Support website. This would be instead of using the OneFS License ID of the cluster.2. Creating a PIN for the Access Key of more than four digits.
Resolution
In order to prevent experiencing this error when provisioning Dell SupportAssist, follow these steps:Creating the Access Key:
Access the Support website with Dell CredentialsUse the search box and find the OneFS License ID of your cluster. This is located on the OneFS WebUI on the right top corner.Generate the access key following the requirements for the access key. See the OneFS Administration Guide
From the WebUI:
Open the OneFS WebUI, log in with the root user credentials, under General settings click on SupportAssistClick on the Try Again option under the SupportAssist tabCopy the details of the Access key provided on the email sent by ServicesConnectivity_Noreply@dell.comWait for SupportAssist to be provisioned to your system
From the CLI:
1. Follow the steps on how to generate an access key.2. Using the Access Key and Pin received on the email run the provisioning command:
isilon-1# isi supportassist provision start --access-key --pin
3. Wait until provisioning status shows "Success".4. Confirm the status by running the commands below:
isilon-1# isi supportassist provision view
isilon-1# isi supportassist view
Note: If the steps above did not fix your issue, collect a full gather set of logs and contact PowerScale Support.
