Pillar Axiom: Callhome via HTTPS is not working

Asset ID:	1-72-1567648.1
Update Date:	2014-12-12
Keywords:

Solution Type Problem Resolution Sure

Solution 1567648.1 : Pillar Axiom: Callhome via HTTPS is not working

Applies to:

Pillar Axiom 600 Storage System - Version All Versions to All Versions [Release All Releases]
Pillar Axiom 500 Storage System - Version All Versions to All Versions [Release All Releases]
Information in this document applies to any platform.

Symptoms

Callhome is not working when using the https protocol.

Changes

The Axiom has been recently installed and the callhome service has never been tested before.

Cause

There are several causes for this issues:

- The HTTP session can only be initiated to callhome.support.pillardata.com as the security keys are binded to this hostname

- The Axiom serial number was not registered on the callhome server for https and the security handshake was denied.

- The network port 22 supporting this protocol is not open.

- The HTTPS protocol network port 443 is not open.

Solution

Make sure that you use callhome.support.pillardata.com as the callhome server when using HTTPS; replacing the DNS name by its IP address will fail.
If the callhome still fails,contact customer services in order to perform advanced checks on both the pilot and the internal callhome server.

Execute a manual open_ssl session following Document:1496027.1
If the open_ssl session fails with an error code 21 (unable to verify the first certificate), contact PACMAN engineering to check that the Axiom serial number is authorised to use the callhome server https service.
In SR3-7500389921 it's what happened, the Axiom serial number was not in the list of authorised servers.

References

<NOTE:1496027.1> - Pillar Axiom: How to manually test Callhome Transfers from the pilot in SSH
<BUG:17060730> - CALLHOME USING HTTPS FAILS
<NOTE:1642342.1> - Pillar Axiom: Oracle Pillar Axiom "Callhome" Changes are Scheduled for June 2014

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