Oracle ZFS Storage Appliance: Support bundles fail to upload with error message "Failed (unregistered client)"

Asset ID:	1-72-2323349.1
Update Date:	2017-11-02
Keywords:

Solution Type Problem Resolution Sure

Solution 2323349.1 : Oracle ZFS Storage Appliance: Support bundles fail to upload with error message "Failed (unregistered client)"

Applies to:

Sun Storage 7410 Unified Storage System - Version All Versions and later
Sun ZFS Storage 7320 - Version All Versions and later
Sun ZFS Storage 7420 - Version All Versions and later
Sun Storage 7110 Unified Storage System - Version All Versions and later
Sun Storage 7210 Unified Storage System - Version All Versions and later
Information in this document applies to any platform.

Symptoms

Customer is attempting to upload a support bundle, but it fails with the following message:

From the BUI: Maintenance -> Logs -> Phone Home:

Phone Home Total: 1491
TIME DESCRIPTION RESULT
2017-10-16 15:45:05
Uploaded file '/upload/issue/<SR NUMBER>/<SR NUMBER>_ak.4d174bba-f5d2-c013-ee3b-b16022c07c75.tar.gz' to Oracle support

Failed (unregistered client)

Changes

Cause

Phone home user name is case sensitive.

Solution

This particular issue is caused because the soa_id is case sensitive or mispelled. To examine the value in the cli, please run the following command:

CLI:> configuration services scrk list

This will display the properties of scrk that have been configured. The soa_id member must be spelled exactly and is case sensitive for registered user with Oracle's ASR.

Example output:

zfssa:configuration services scrk> list
Properties:
<status> = disabled
soa_id = admin@ListenToMusic.com
soa_password = ************
proxy_on = false
proxy_host =
proxy_user =
proxy_password =
updatecheck_on = true
time_updatecheck = 1d

Note that if the registered user was Admin@ListenToMusic.com, this will cause bundle to fail to upload.

To correct, modify the soaid so that it matches by issuing the following two commands (note - it may come back with a message Oracle being concerned about privacy, that is normal):

zfssa:configuration services scrk> set soa_id=Admin@ListenToMusic.com

zfssa:configuration services scrk> commit

If you continue to have an issue uploading bundle after checking the soa_id, please open a SR for further assistance.

To determine what the system is using for registered users, gather the following information.

From shell:

cd /var/ak/stash/com/sun/ak/xmlrpc/scrk

List directory contents, and for each directory, run the following command, which will display the soaid that are being used by the system.

aknv <directory>/obj | grep soaid

Example output:

zfssa# pwd
/var/ak/stash/com/sun/ak/xmlrpc/scrk
zfssa# ls
24d43505-e7d7-edbe-c590-f7d64cd8840a 9980f382-d0e7-6c9c-f084-b7f57b3c860e c7f9c02c-5501-67e4-9f9f-e80246781bd9
zfssa# aknv 24d43505-e7d7-edbe-c590-f7d64cd8840a/obj | grep soaid
soaid = Admin@ListenToMusic.com

As can be seen in the output from the shell, Admin is capitalized.

Within configuration->services->scrk, the soa_id must match the spelling and case of the internal settings of soaid. If it does not, this will cause the failure to upload bundles. Set the soa_id to match what is displayed by aknv comand in CLI as shown above.

At this point, have customer try to upload a bundle again.

References

<BUG:23244007> - AKBUNDLE REPORTS "UNREGISTERED CLIENT" EVEN THOUGH IT IS REGISTERED

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