topic Re: MyAutoSupport diplaying half informations in Active IQ and AutoSupport Discussions

MyAutoSupport diplaying half informations

AmauryP — Wed, 04 Jun 2025 14:52:52 GMT

Good morning everyone,

I just configured the autosupport in HTPPS for a customer Aff200 in Ontap 9.1. The command autosupport check show-details displays no erros.

Commands autosupport history show shows everything has been send in https. Note that our smtp configuration is not working, we are using smtp.office365.com as the smtp relay, but it's something else.

So now I connect to "My AutoSupport", going to the customer dashboard and see that everything is blank. So i used the command : "system node autosupport invoke -node * -type all -message "WEEKLY_LOG" -force true".

Then refreshing the "new" Asup dashobard and still shows me in the tab "Autosupport Adoption" 0/2. I clic on it and I can see that it retrieves teh name of my cluster, his model, OS version and in the column "Last Autossuport" the time correspond to my command "system node autosupport invoke -node * -type all -message "WEEKLY_LOG" -force true".

So my AFF200 is registered in the Asup but I have nothing on dashobard (everything blank). When I go the Classic Autosupport I have a lot of incoherences :

The autossuports shows perfectly the number of aggregates,Volumes,Lifs and switches. But it can't display the SVMs for example and the rest and shows this message instead "Unable to retrieve performance counters for clusterID :XXXXXXXX".... You may look at the picture in the post.

Am I missing an option ? Thank for your help !

Best regards,

AmauryP

Re: MyAutoSupport diplaying half informations

loganb — Thu, 06 Jul 2017 13:23:23 GMT

hello,

i recommend you open a support case. you have various issues which need to be diagnosed separately.

1. smtp

if using office365 follow the following:

From Mailhost:

https://support.office.com/en-us/article/How-to-set-up-a-multifunction-device-or-application-to-send-email-using-Office-365-69f58e99-c550-4274-ad18-c805d654b4c4

Requirements for SMTP client submission
Authentication: You must be able to configure a user name and password to send email on the device.

Mailbox: You must have a licensed Office 365 mailbox to send email from.

Transport Layer Security (TLS): Your device must be able to use TLS version 1.0 and above.

Port: Port 587 (recommended) or port 25 is required and must be unblocked on your network. Some network firewalls or ISPs block ports—especially port 25.

Configure in NetApp:

ONTAP 9 Documentation Center

system node autosupport modify

[-mail-hosts <text>, ...] - SMTP Mail Hosts

    Use this parameter to specify up to five SMTP mail hosts through which the node sends AutoSupport messages. This parameter is required if you specify e-mail addresses in the -to, -noteto, or -partner-address parameters or if you specify smtp in the -transport parameter. Separate multiple mail hosts with commas with no spaces in between. The AutoSupport delivery engine attempts to use these hosts for delivery in the order that you specify.

    You can optionally specify a port value for each mail server. A port value can be specified on none, all, or some of the mail hosts. The port specification for a mail host consists of a colon (":") and a decimal value between 1 and 65335, and follows the mailhost name (for example, mymailhost.example.com:5678 ). The default port value is 25.

    Also, you can optionally prepend a user name and password combination for authentication to each mail server. The format of the username and password pair is user1:pw1@mymailhost.example.com. The username and password can be specified on none, all, or some of the mail hosts.

Note that if you mailhost requires the email address for the login then you need to modify the setting and change the (@ symbol for %40) per this bug-

http://mysupport.netapp.com/NOW/cgi-bin/bol?Type=Detail&Display=851157

Sooo , for the mailhost they would configure it like so:

username%40companydomain.com:Test123!@smtp.office365.com:587

2. myautosupport portal

this requires about 24 hours after setting up Autosupport. if the issue still persists we need to look at the:

- Cluster and check if the performance counters are being collected.

-look at myautosupport portal for possible issues.

Re: MyAutoSupport diplaying half informations

ryanfilli — Tue, 24 Apr 2018 09:20:06 GMT

Might be due to the size of the autosupports and the limit that is imposed for SMTP. Use HTTPS for autosupports instead which supports higher transmission sizes. This worked for me...

Maximum HTTP Size: 50MB
Maximum SMTP Size: 5 - 20MB

Re: MyAutoSupport diplaying half informations

jiayih — Thu, 05 Jul 2018 07:26:55 GMT

We have autosupport configured using below syntax but is getting authentication error for SMTP. Tried the same credential using PowerShell email and it is working.

username%40companydomain.com:Test123!@smtp.office365.com:587

FAS2620_Cluster::*> autosupport history show -node FAS2620_N1 -seq-num 223
Seq Attempt Percent Last
Node Num Destination Status Count Complete Update
------------ ----- ----------- -------------------- -------- -------- --------
FAS2620_N1 223
smtp transmission-failed 15 - 7/5/2018 13:11:51
http sent-successful 1 100 7/5/2018 11:19:23
noteto ignore 1 - 7/5/2018 11:18:57
3 entries were displayed.

FAS2620_Cluster::*>

Extracted notifyd.log :

0000000f.0005a9f7 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: Connected to smtp.office365.com (52.98.64.242) port 587 (#0))

0000000f.0005a9f8 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: STATE: WAITCONNECT => SENDPROTOCONNECT handle 0x80bd42008; line 1260 (connection #0) )

0000000f.0005a9f9 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: Marked for [keep alive]: SMTP default)

0000000f.0005a9fa 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: SMTP 0x80a706940 state change from STOP to SERVERGREET)

0000000f.0005a9fb 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: STATE: SENDPROTOCONNECT => PROTOCONNECT handle 0x80bd42008; line 1274 (connection #0) )

0000000f.0005a9fc 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: 220 HK0PR03CA0052.outlook.office365.com Microsoft ESMTP MAIL Service ready at Wed, 27 Jun 2018 16:40:18 +0000)

0000000f.0005a9fd 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: EHLO FAS2620_N2.ntuchealthcare.sg)

0000000f.0005a9fe 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: SMTP 0x80a706940 state change from SERVERGREET to EHLO)

0000000f.0005a9ff 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: 250-HK0PR03CA0052.outlook.office365.com Hello [210.193.14.210])

0000000f.0005aa00 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: Curl_pp_readresp_ 142 bytes of trailing server response left)

0000000f.0005aa01 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: 250-SIZE 157286400)

0000000f.0005aa02 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: Curl_pp_readresp_ 122 bytes of trailing server response left)

0000000f.0005aa03 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: 250-PIPELINING)

0000000f.0005aa04 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: Curl_pp_readresp_ 106 bytes of trailing server response left)

0000000f.0005aa05 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: 250-DSN)

0000000f.0005aa06 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: Curl_pp_readresp_ 97 bytes of trailing server response left)

0000000f.0005aa07 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: 250-ENHANCEDSTATUSCODES)

0000000f.0005aa08 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: Curl_pp_readresp_ 72 bytes of trailing server response left)

0000000f.0005aa09 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: 250-STARTTLS)

0000000f.0005aa0a 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: Curl_pp_readresp_ 58 bytes of trailing server response left)

0000000f.0005aa0b 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: 250-8BITMIME)

0000000f.0005aa0c 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: Curl_pp_readresp_ 44 bytes of trailing server response left)

0000000f.0005aa0d 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: 250-BINARYMIME)

0000000f.0005aa0e 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: Curl_pp_readresp_ 28 bytes of trailing server response left)

0000000f.0005aa0f 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: 250-CHUNKING)

0000000f.0005aa10 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: Curl_pp_readresp_ 14 bytes of trailing server response left)

0000000f.0005aa11 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: 250 SMTPUTF8)

0000000f.0005aa12 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: SMTP 0x80a706940 state change from EHLO to STOP)

0000000f.0005aa13 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: STATE: PROTOCONNECT => DO handle 0x80bd42008; line 1295 (connection #0) )

0000000f.0005aa14 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: DO phase starts)

0000000f.0005aa15 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: MAIL FROM:<autoemail@ntuchealth.sg>)

0000000f.0005aa16 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: SMTP 0x80a706940 state change from STOP to MAIL)

0000000f.0005aa17 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:18) (message: STATE: DO => DOING handle 0x80bd42008; line 1344 (connection #0) )

0000000f.0005aa18 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:23) (message: 530 5.7.57 SMTP; Client was not authenticated to send anonymous mail during MAIL FROM [HK0PR03CA0052.apcprd03.prod.outlook.com])

0000000f.0005aa19 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:23) (message: MAIL failed: 530)

0000000f.0005aa1a 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:23) (message: DO phase failed)

0000000f.0005aa1b 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:23) (message: Curl_done)

0000000f.0005aa1c 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:23) (message: Marked for [closure]: SMTP done with bad status)

0000000f.0005aa1d 034704dc Thu Jun 28 2018 01:05:08 +08:00 [kern_notifyd:info:1333] (category: 1333:234:deliver) (emittime: 6/28/2018 00:40:23) (message: QUIT)

any idea what's wrong? Opened case 2007504160 but no progress. Thanks.

Re: MyAutoSupport diplaying half informations

ryanfilli — Thu, 05 Jul 2018 08:51:52 GMT

I would use HTTPS because of the size limits. It looks like you have confgured http as its showing successful. I would disable smtp.

Re: MyAutoSupport diplaying half informations

jiayih — Thu, 05 Jul 2018 10:23:25 GMT

Autosupports sending to NetApp Support portal are received, but the recipient email addresses (-to field) are not receiving the autosupport email.

Re: MyAutoSupport diplaying half informations

ryanfilli — Thu, 05 Jul 2018 10:41:16 GMT

have you checked your perimeter smtp relays to allow the email address? check the logs there to see if its gone out

Re: MyAutoSupport diplaying half informations

loganb — Thu, 05 Jul 2018 15:48:39 GMT

when using office 365 as the mailhost you must check if starttls is required. ONTAP does not support starttls

NetApp SMTP servers support encrypted mail transfer utilizing STARTTLS functionality. However, the initial email submission from client storage clusters to the
client SMTP server do not support STARTTLS encryption.

meaning:

-not supported from the node to the smtp server

-allowed from the smtp server relaying to NetApp.com

microft kb for using 365 .

https://support.office.com/en-us/article/How-to-set-up-a-multifunction-device-or-application-to-send-email-using-Office-365-69f58e99-c550-4274-ad18-c805d654b4c4?ui=en-US&rs=en-US&ad=US

i added a note to the Case , so you may get an email with the same info i just provided.

Re: MyAutoSupport diplaying half informations

jiayih — Fri, 06 Jul 2018 02:45:46 GMT

Thanks Logan. For the office365 SMTP setup, I see that both option 1 (Client Submission) and option 2 (Direct Send) require startTLS protocol enabled. Does it mean that customer must use option 3 in order to send email internally and externally to NetApp support from NetApp controller?

Option 3: Configure a connector to send mail using Office 365 SMTP relay

This option is more difficult to implement than the others. Only choose this option when:

SMTP client submission (Option 1) is not compatible with your business needs or with your device
You can't use direct send (Option 2) because you must send email to external recipients.

SMTP relay lets Office 365 relay emails on your behalf by using your public IP address (or a certificate) to authenticate Office 365. To do this, you'll need to set up a connector for your Office 365 account, which is what makes this a more complicated configuration.

Thanks for your advice.

Re: MyAutoSupport diplaying half informations

S-Sahu — Thu, 04 Oct 2018 11:18:16 GMT

Hi,

Need help

When using HTTPS to send autosupport, the DNS is not resolving support.netapp.com, but checked the DNS sendings and its fine, SMTP is working fine, but we want to use HTTPS.

What could be the problem for the DNS to resolve any name

Thanks

Sukant

Re: MyAutoSupport diplaying half informations

colsen — Thu, 04 Oct 2018 12:29:27 GMT

Hello,

Make sure you have DNS services configured properly across the cluster and then make sure you're able to ping those DNS servers from your cluster vserver. The following link has some good DNS testing/setup guidance:

http://docs.netapp.com/ontap-9/index.jsp?topic=%2Fcom.netapp.doc.cdot-famg-nfs%2FGUID-DF7A07D7-5020-4DCA-A0C6-94BA2452AB1B.html

When it seems like things are configured properly in the cluster, try something along these lines (priv set advanced command):

cluster::*> vserver services name-service getxxbyyy getaddrinfo -vserver cluster_svm -hostname support.netapp.com -node cluster_node
Host name: support.netapp.com
Canonical Name: support-hio.netapp.com
IPv4: 216.240.21.18
IPv6: 2620:10a:4005:c000::a78:2d11

Hope that helps,

Chris