Oracle ZFS Storage Appliance: Problems setting up Phone Home / ASR using the BUI

Asset ID:	1-72-1986337.1
Update Date:	2018-05-10
Keywords:

Solution Type Problem Resolution Sure

Solution 1986337.1 : Oracle ZFS Storage Appliance: Problems setting up Phone Home / ASR using the BUI

Applies to:

Oracle ZFS Storage ZS3-BA - Version All Versions and later
Oracle ZFS Storage ZS3-2 - Version All Versions and later
Oracle ZFS Storage ZS3-4 - Version All Versions and later
Oracle ZFS Storage ZS4-4 - Version All Versions and later
Oracle ZFS Storage Appliance Racked System ZS4-4 - Version All Versions and later
7000 Appliance OS (Fishworks)

Symptoms

Could not configure Phone Home from the BUI on ZS3-2.

Changes

No Changes.

Cause

ZS3-2 running 2013.1.3.0:

Could not configure the ZS3-2 array for phone home using the BUI - received the following error:

An unanticipated system error occurred not padded out to byte boundary
This may be due to transient failure, or a software defect. If this problem persists, contact your service provider.

Solution

Step #1 Identify the issue and have the customer configure Phone Home from the BUI and see if you are getting the error below, if so continue with step #2

Error: An unanticipated system error occurred not padded out to byte boundary
This may be due to transient failure, or a software defect. If this problem persists, contact your service provider.

Step #2 Instruct the customer to review Doc ID 1329200.1 and follow the actions.

Validate Support ID Access - To manage ASR assets, your My Oracle Support account must have the Administrator role or the "Admin" Assets Access privilege on the Support Identifier of the assets. Note the use of or - In our case, the customer had the Admin role.
Contact the Admin for your Support ID to get access - Not needed customer established that they have the admin role for the respective CSI(s)
Approve the ASR activation - When the customer went to Approve the ASR activation, it said "No activation pending" which relates to the original error reported.

When it works you will see the asset and a grey approve button.

Bug 20577387 opened . The bug was introduced in 15728954.

Problem:

When registering Phone Home, if it fails for whatever reason and is not done at first attempt, then it is important to set the password for every other registration attempt again - due to a password mishandling by the AKD.

The password is encoded every other registration attempt even if it was encoded already.

Step #3 To fix the issue and register Phone Home on the ZS3-2 use the appliance CLI using the steps below:

CLI registration example:

dory:> configuration services scrk
dory:configuration services scrk> set soa_id=myuser
soa_id = myuser (uncommitted)
dory:configuration services scrk> set soa_password=mypass
soa_password = ****** (uncommitted)
dory:configuration services scrk> commit

Note: Configure a proxy if it is required in the customer environment.

Step #4 If the "Approve ASR activation" action is required in MOS (by the customer), select to activate.

Step #5 Get the Serial Number of the appliance:

> configuration version show

Cut & Paste the Serial Number

Step #6 Check the status of your ASR Assets via your My Oracle Support account:

See Document ID 1329200.1 How To Manage and Approve Pending ASR Assets In My Oracle Support

Step #6a Verify on the ASR portal that the system phoned home a 'green' heartbeat and is activated - then go to the URL below and insert the Serial Number:

https://asr-portal.us.oracle.com/asr/faces/EventSearch.jspx?_adf.ctrl-state=xcry5r4qn_7

Done

Checked for relevancy - 10-May-2018

References

<NOTE:166650.1> - Working Effectively With Oracle Support - Best Practices
<NOTE:1020199.1> - How to Upload Support Files to Oracle Such as Explorer and Crash Dumps
<BUG:20577387> - BUI AND CLI SHOULD NOT RE-ENCODE THE SOA_PASSWORD
<NOTE:1329200.1> - How To Manage and Approve Pending Oracle Auto Service Request (ASR) Assets In My Oracle Support
<NOTE:1285455.1> - Oracle ZFS Storage Appliance: How to (and why) enable the Automated Service Request (ASR) Feature
<NOTE:1019887.1> - Sun Storage 7000 Unified Storage System: How to Collect a Support Bundle using the BUI or CLI

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