Troubleshooting ESRS issues with VNXe


Product: VNXe Series

Product: VNXe3100

Product: VNXe3300

EMC SW: VNXe Operating Environment (OE) or later

EMC SW: EMC Secure Remote Support (ESRS) 2.0


This document describes Troubleshooting ESRS issues with VNXe



The EMC Secure Remote Support (ESRS) service cannot be enabled, or had previously been enabled and operational, but is now reported to be in a disconnected state.


Problem with ESRS 2.0 and a VNXe Series array:











A. When ESRS cannot be enabled, review the following possible causes and actions that you can take to resolve the problem:

  • You may have provided invalid "EMC Support credentials."  Check to be sure that the credentials you have specified match the credentials that were used to register this VNXe device on EMC support web site. You can determine whether your credentials are valid by logging in to the EMC Support web site (  If you have not already registered your VNXe system, please register now.  If you are still unable to access the website, send an email to
  • You may have provided valid EMC Support credentials but the credentials are not associated with your Site ID where the VNXe is located.   A Site ID is created in EMC support systems for each location within your organization where EMC products have been installed.  

    You can verify your Site ID numbers on the EMC Support website.  Log in to the EMC Support website with your credentials.  Click Service Center. On the Service Center page, below the Sites and Contracts area, click Administer a Site.  Ensure that the site where the VNXe is installed is listed in the My Sites area. You can also search for a site and add it to the My Sites list. Verify that the serial number of the VNXe is listed under the Site ID visible under the credentials used to logon. If none of the sites listed for your company match the location where your VNXe is installed, and if the VNXe serial number is not under the right site ID, you can send an email to to request assistance with the creation of a new site.

B.  When ESRS has stopped working or has become disconnected, review the following possible causes and actions you can take to resolve the problem:

  1. The resource failed to start.  An internal software problem may have prevented the ESRS service from starting properly.  You need to disable ESRS and then try to enable ESRS again. If the problem persists, try rebooting the primary storage processor (SP).
  2. The Domain Name System (DNS) server is not running or does not exist.
    1. Make sure that the DNS server set in Unisphere is entered properly and reachable from VNXe management interface.
    2. Enable Secure Shell (SSH), log in as Service, and use the ping command to ensure that the VNXe system can ping the DNS server IP address.
    3. Use the nslookup tool on one of the ESRS hostnames ( to ensure that the DNS server can properly resolve it. If it can™t, or the DNS server is not pingable, contact your network administrator.

  3. If a Policy Manager is configured but is not reachable, check to be sure that the Policy Manager is online.  From Unisphere, go to Settings > More configuration > EMC Secure Remote Support and then select Show Advanced to reveal Policy Manager form. Verify that the Policy Manager protocol, port, and network name/IP address settings are configured correctly.
  4. It is also important to consider and verify the existence of - Web Proxy servers, Firewalls and Web Filter software in the environment.  ESRS works on ports 443 and/or 8443. First attempt is made to use port 8443 to connect to EMC's ESRS hosts on the Internet, if connection fails, then port 443 is used. Using port 8443 is optional, but it supports proprietary direct protocol and is faster.  If any filtering id in place to block these ports and domain, the filters should be reconfigured to allow them.



EMC Support Solution Number: 83892