EMC Secure Remote Services

EMC Secure Remote Services (ESRS) is the recommended way for your customer support representative to receive notification of potential system issues. ESRS enables your customer support representative to troubleshoot system errors remotely by analyzing logs.

System Administrators can view ESRS information, add an ESRS server, disable ESRS call home alerts, test the ESRS dial home feature, and delete an ESRS server on the Settings > ESRS > EMC Secure Remote Services Management page in the ECS Portal. The EMC Secure Remote Services Management page contains the following information:

Table 1. ESRS properties
Field Description
FQDN/IP ESRS Gateway FQDN or IP address
Port ESRS Gateway port (9443 by default)
VDC Serial Number The software ID of the VDC.
Status Can be one of the following:
  • Connected - ESRS server has been successfully added to the VDC, ECS is registered with ESRS, and heartbeat between ESRS server and VDC succeeds.
  • Disconnected - After the ESRS server connection with the VDC is established, ESRS and the VDC are not able to communicate with each other, and the heartbeat fails.

    The mouse-over error message for the Disconnected status reads: KeepAlive failed: reason: INVALID_CREDENTIALS

  • Failed - During the process of adding an ESRS server to the VDC, a connection cannot be established between the ESRS server and the VDC due to invalid ESRS FQDN/IP, port, or user credential information.
    • When invalid ESRS Gateway FQDN/IP or port information is entered in the ECS Portal when adding an ESRS server, the mouse-over error message for the Failed status reads: Failed to configure the esrs server, reason: ESRS_CONNECTION_REFUSED
    • When invalid https://support.emc.com/myservice360/ username or password credentials are entered in the ECS Portal when adding an ESRS server, the mouse-over error message for the Failed status reads: Failed to add device <VDC serial number> to esrs gw <esrs gateway IP>, reason: INVALID_CREDENTIALS
  • Disabled - The System Administrator has disabled the ESRS connection with the VDC. A System Administrator might choose to do this temporarily during a planned maintenance activity to prevent flooding ESRS with alerts.
Test Dial Home Status Can be one of the following:
  • Never Run
  • Passed (with timestamp)
  • Failed (with timestamp)