EMC Secure Remote Support

Release 2.18

Release Notes
P/N 300-014-295 Rev 01 June 18, 2012

These release notes contain supplemental information about release 2.18 of EMC Secure Remote Support. Topics include:

Revision history .................................................................................... 2 Product description.............................................................................. 2 Scope....................................................................................................... 2 New features ......................................................................................... 3 Product support and interoperability................................................ 5 System and environment requirements ............................................ 5 Fixed problems ..................................................................................... 8 Known problems and limitations ...................................................... 9 Additional product and service information ................................. 14 Software kit.......................................................................................... 14 Software components and documentation ..................................... 16 Installation ........................................................................................... 17 Troubleshooting and getting help .................................................... 17

Revision history

Revision history
The following table presents the revision history of this document.
Revision Date 01 June 18, 2012 Description ESRS, Release 2.18.00

Product description
EMC Secure Remote Support (ESRS) is a secure, IP-based, distributed customer service support system that provides EMC customers with command, control, and visibility of support-related activities.

Naming convention

ESRS has the following naming convention:

This release of ESRS, release 2.18, is called ESRS. The ESRS 1.xx implementation is called ESRS Gateway.

Major components

ESRS includes the following major components:

EMC enterprise servers EMC maintains a server network that administers the Gateway infrastructure. Customer site: hardware and network Each customer provides the internal network, hardware, and operating system to host the ESRS software. Customer site: EMC-provided software EMC supplies the ESRS Gateway Client software, Policy Manager software, and device management utilities. EMC Global Services installs this software on the customer site hardware.

Scope
The scope of these release notes is the ESRS software that is installed on EMC customers ESRS Gateway Client and Policy Manager servers.

EMC Secure Remote Support Release 2.18 Release Notes

New features

New features
This section lists major features that are new with ESRS or have changed significantly since the previous release.

Additions in release 2.18

Supported products ESRS now supports the following products: EMC DLm 8000 EMC Disk Library for mainframe (DLm) 8000 devices are now supported with the ESRS Gateway Client 2.16. The devices are registered in the ServiceLink administration screens under model DLM3-GW (DLm Gen3). Connectivity Data Collection Starting with this release, EMC will collect connectivity test data from Symmetrix Device Clients deployed at customer sites. As part of this effort, EMC will be capturing:

Data about connectivity of the GAS servers, ESRS UI, ESRS Core, Disaster Recovery (DR), and DR core. Elapsed time to connect successfully to the GAS servers, ESRS UI, ESRS Core, Disaster Recovery (DR), and DR core, and to perform other standard operations.

The connectivity test will be executed weekly and the reports can be generated manually for analysis. This functionality will be extended to the Gateway and other models in future releases.

EMC Secure Remote Support Release 2.18 Release Notes

New features

Enhancements
Symmetrix Device Client enhancements

The following enhancements were made in release 2.18: The Symmetrix Device Client was updated to include the following enhancements:

ESRS base agent code is upgraded to include several security features and enhancements. Uninstall utility is now available to cleanly remove ESRS Client components from Symmetrix devices. Upgrade utility is now available to upgrade ESRS Client code on Symmetrix devices. ESRS_ip_setup.exe performs both upgrades of existing ESRS Client code as well as new installs. During setup, if an earlier version is detected it upgrades the agent by stopping the services, creating a back up of the agent, updating the agents files, and restarting the services. When a Symmetrix device is re-provisioned with the ESRS Provisioning Tool (PvT), the latest ESRS version is recorded properly before any new root certificates are installed. The PvT no longer sends a prompt to the user during system shutdown so that the shutdown sequence will not be interrupted anymore. The ESRS version number is removed from the provisioning package extraction path (\EMC\install_symmetrix) so that any shortcut created for this folder will also work for future releases. The Lockbox implementation was modified to use the latest Common Security Toolkit (CST) 2.1.1.4 libraries.

VNXe Device Client enhancements

The VNXe Device Client was updated to include the following enhancements:

Consolidated svc_esrs script provided by the VNXe team will be used for getting ESRS related information from VNXe devices. Fixed issues related to the Policy Manager and Proxy configurations Reduced the delay in establishing ServiceLink connectivity after configuration changes are done The Lockbox implementation was modified to use the latest Common Security Toolkit (CST) 2.1.1.4 libraries and to eliminate the need to re-provision certificates upon restart.

EMC Secure Remote Support Release 2.18 Release Notes

Product support and interoperability

Product support and interoperability

Supported products
This release supports the following products:

EMC Atmos EMC Avamar EMC Celerra EMC Centera EMC CLARiiON EMC Connectrix EMC Data Domain EMC DL3D EMC DLm (Gen 3, Gen 2) EMC EDL EMC Greenplum DCA EMC Invista EMC RecoverPoint Switch-Brocade-B Switch-Cisco EMC Symmetrix EMC VNX EMC VNXe EMC VPLEX

System and environment requirements

For a more detailed description of the ESRS system and environment requirements, refer to the EMC Secure Remote Support Site Planning Guide and EMC Secure Remote Support Gateway Operations Guide (listed in Table 3 on page 16).

EMC Secure Remote Support Release 2.18 Release Notes

System and environment requirements

Gateway Client
Operating system The ESRS Gateway Client server supports the following operating systems (U.S. English only):

Windows Server 2003 R1, 32-bit or 64-bit, SP1, SP2 or SP3 Windows Server 2003 R2, 32-bit or 64-bit, SP1, SP2 or SP3 Windows Server 2008 R1, 6.0, 32-bit or 64-bit, IIS 7.0, SP1 or SP2 (IIS 6 Compatibility) Windows Server 2008 R1, 6.0, 32-bit or 64-bit, IIS 7.0, SP1 or SP2 w/ IIS 7.5 FTP Add-in Windows Server 2008 Enterprise R1, 6.0, 32-bit or 64-bit, IIS 7.0, SP1 or SP2 (IIS 6 Compatibility) Windows Server 2008 Datacenter R1, 6.0, 32-bit or 64-bit, IIS 7.0, SP1 or SP2 (IIS 6 Compatibility) Windows Server 2008 R2, 6.1, 64-bit only, IIS 7.0/7.5, SP1 or SP2 Windows Server 2008 R2 Enterprise 64-bit IIS 7.0/7.5, SP1 or SP2 Windows Server 2008 R2 Datacenter 64-bit IIS 7.0/7.5, SP1 or SP2 Hyper-V and VMware ESX 2.5.x or above running the following operating systems: Windows Server 2008 Standard 32-bit Windows Server 2008 Enterprise 32-bit Windows Server 2008 Datacenter 32-bit Windows Server 2008 R2 Standard 64-bit Windows Server 2008 R2 Enterprise 64-bit Windows Server 2008 R2 Datacenter 64-bit

Supported Japanese OS (Windows 2008 R1 and R2) with English language pack

Hardware and software requirements

The ESRS Gateway Client server has the following recommended minimum hardware and software requirements:

RAM: Minimum 1 GB of RAM, preferred 2 GB RAM. (If the Gateway Client and Policy Manager are on the same server, the minimum RAM is 3 GB.) Free disk space: 1 GB

EMC Secure Remote Support Release 2.18 Release Notes

System and environment requirements

Microsoft Visual C++ 2005 SP1 runtime library is required. It can be downloaded from the Microsoft Download Center. Microsoft .NET Framework Version 2.0 is required. It can be downloaded from the Microsoft Download Center.

Note: Microsoft .NET Framework Version 2.0 with SP1 or greater is required if you are using the Customer Environment Check Tool (CECT) to validate that the PM server is setup correctly to install the PM software. The .NET Framework 3.5 and 4.0 are not compatible at this time.

Note: Microsoft .NET Framework Version 2.0 is installed by default as part of Windows 2008 Operating System.

HTTP and SOCKS proxy Production server addresses

ESRS supports both HTTP and SOCKS proxy, and they can be setup with or without authentication. Production server addresses must be configured into your firewall rules. For an updated list of addresses, contact your EMC Global Services professional or see Primus emc238467, What IP addresses are used by the EMC Secure Remote Support IP Solution. You can access this Primus at http://knowledgebase.emc.com or contact your EMC Global Services professional.

Policy Manager
Operating system The ESRS Policy Manager server supports the following operating systems (U.S. English only):

Windows XP, SP2 or later Windows Vista Windows 7 Windows Server 2003 R1, 32-bit or 64-bit, SP1, SP2 or SP3 Windows Server 2003 R2, 32-bit or 64-bit, SP1, SP2 or SP3 Windows Server 2008 R1, 6.0, 32-bit or 64-bit, SP1 or SP2 Windows Server 2008 R1, 6.0, 32-bit or 64-bit, SP1 or SP2 Windows Server 2008 R2, 6.1, 64-bit only, SP1 or SP2 Supported Japanese OS (Windows 2008 R1 and R2) with English language pack

EMC Secure Remote Support Release 2.18 Release Notes

Fixed problems

Hardware and software requirements

The ESRS Policy Manager server has the following recommended minimum hardware and software requirements:

RAM: Minimum 2 GB of RAM. (If the Gateway Client and Policy Manager are on the same server, the minimum RAM is 3 GB.) Free disk space: 2 GB

Note: Microsoft .NET Framework Version 2.0 with SP1 or greater is required if you are using the Customer Environment Check Tool (CECT) to validate that the PM server is setup correctly to install the PM software. The .NET Framework 3.5 and 4.0 are not compatible at this time.

Customer responsibilities

The customer is responsible for security and operating system updates to the Gateway Client and Policy Manager servers, as well as for physical server security. The customer must protect all Gateway files. For more information, refer to the EMC Secure Remote Support Gateway Operations Guide and EMC Secure Remote Support Policy Manager Release 2.02.1-xxx Operations Guide.

Fixed problems
This section lists issues that existed in previous releases and are now fixed in Release 2.18. Time zone display on ServiceLink changed to avoid inaccurate literal values The Time zone value is now shown on the ServiceLink Device page as either the GMT + or - offset value or literal value, as follows:

The GMT + or offset value is shown when the offset is a whole number. For example: Time zone: GMT+05:00

If the offset value is :30 or :45, only the literal value is shown. For example: Time zone: Marquesas Time

EMC Secure Remote Support Release 2.18 Release Notes

Known problems and limitations

Table 1 on page 9 shows the Time zone display exceptions for :30 and :45 offset values, where the literal value is shown, not the offset value.
Table 1

Time Zone display for :30 and :45 offsets Offset value -09:30 -04:30 -03:30 +03:30 +04:30 +05:30 +05:45 +08:45 +10:30 +11:30 +12:45 +06:30 +09:30 Literal value Marquesas Time Venezuela Time Newfoundland Standard Time Iran Standard Time Afghanistan Time India Standard Time Nepal Time Central Western Standard Time (Australia) Lord Howe Standard Time Norfolk Time Chatham Standard Time Cocos Islands Time Central Standard Time (South Australia/New South Wales)

Known problems and limitations

This section lists known problems and limitations with release 2.18.

Configuration Tool
Warning message During configuration of the Policy Manager/ESRS Gateway/Device Client(s) connection, the Configuration Tool checks Gateway Client connectivity to the Policy Manager IP address and port specified by the user. If the tool is unable to verify connectivity to the Policy Manager, a warning message appears. If the user ignores the warning message and continues to enable the Policy Manager, the Gateway/Device Client(s) will lose connectivity to the Enterprise server. This will result in the inability to provide remote notification to EMC or to enable EMC remote support. To avoid the problem, the
EMC Secure Remote Support Release 2.18 Release Notes
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Known problems and limitations

Policy Manager must be functioning and available over the network and should not be enabled unless Gateway/Device Client(s) connectivity has been verified. When running on Windows 2003 or Windows 2008 When running the Configuration Tool as a local user on Windows 2003 or Windows 2008, the Configuration Tool must be set to Run as Administrator. If this is not done, the Configuration Tool will display that the Gateway Client is not running. See Primus emc239361, Configuration Tool indicates ESRS Gateway client is not running when logged on as a local user for a permanent workaround. You can access this Primus at http://knowledgebase.emc.com. The Customer Environment Check Tool (CECT) Network Connectivity Tests will fail if the CECT does not have a valid certificate. However, you can obtain the proper certificate prior to running the CECT by either one of the following:

Customer Environment Check Tool

Requesting a software download from the Global Services website Running the Provisioning Tool

Digital Certificate Management

Due to EMCs use of RSA Lockbox technology, a certificate cannot be copied and used on another machine. Changing the host name, joining to a Windows Domain, or changing the MAC addresses may cause the Lockbox to fail and will result in having to reinstall the ESRS Gateway Client. See Primus emc293086, Process to recover a failed ESRS IP (version 2) Gateway (Standalone or Clustered HA) for recovery procedures. Updating VMware Utilities, updating VMware device drivers, or using VMotion to move a VM from one server to another may result in sufficient differences (such as MAC address changes) to invalidate the Lockbox. Use of P2V to move an ESRS Client from a physical to a virtual machine is NOT supported for the same reasons. This in turn will result in having to uninstall and reinstall the ESRS Gateway Client. See Primus emc293086, Process to recover a failed ESRS IP (version 2) Gateway (Standalone or Clustered HA) for recovery procedures.

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EMC Secure Remote Support Release 2.18 Release Notes

Known problems and limitations

DMB page gateway connectivity icons are misaligned

The gateway connectivity icons on the DMB page are not aligned correctly, as follows: 1. Form a cluster of two or more Gateways. 2. Manage any number of devices. 3. Connectivity icons are misaligned.

Domain Credentials

Domain credentials and domain FTP credentials cannot be used for Gateway installations. This is a limitation in the underlying third-party technology.

ESRSHTTPS listener service

Virtual path parameter Although the virtualpath parameter still exists in the esrshttps.exe.config file, the ESRSHTTPS service no longer uses the parameter. Also, the esrshttps.exe command line interface has not changed with respect to this parameter. As a result, esrshttps.exe will not output a usage error if the virtual path is set on the command line.

Gateway Extract Utility

Centera and RecoverPoint devices The Gateway Extract Utility (GWExt) may not be utilized when deploying Centera and RecoverPoint devices to the Gateway Client.

LDAP
LDAP integration The ESRS Policy Manager provides Lightweight Directory Access Protocol (LDAP) integration with Active Directory for User Authentication only. For details, contact your EMC Global Services professional.
Note: For more information, refer to the EMC Secure Remote Support Policy Manager Release 2.02.1-xxx Operations Guide.

EMC Secure Remote Support Release 2.18 Release Notes

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Known problems and limitations

Policy Manager

Note: Due to User Access Control (UAC) on Windows 2008 Server (any version), and Windows Vista or Windows 7, the Policy Manager installer must be run in "RunAsAdministrator" mode for a successful installation.

Note: Policy Manager is customer installable. For details, refer to the EMC Secure Remote Support Policy Manager Release 2.02.1-xxx Operations Guide.

Audit logging

Add/remove/edit information is not currently provided in the Policy Manager audit logs. You must look at the xGate logs for this information. New audit log functionality will be added in a future release. When disabling a Policy Manager by using the Configuration tool, if the Enable Proxy Server for Policy Manager Server checkbox remains selected, the Configuration Tool will continue to test connectivity to the Proxy Server. If the proxy server cannot be reached, an error message will display. The error message can be ignored since the Policy Manager is no longer connected to the Gateway Client. If any permissions other than the Remote Application Policy is set to something other than Always Allow, ESRS may cease to function as designed. This may have a negative impact on EMC device connect home and connect in capabilities. The strength of the Policy Manager SSL certificate might not be high enough for some users security standards. To strengthen the SSL certificate by changing the security parameters, refer to the EMC Secure Remote Support Policy Manager Release 2.02.1-xxx Operations Guide. Policy Manager settings for the SYR User filter should remain as Always Allow to ensure that EMC Global Services can proactively provide support. Changing this setting will negatively affect EMC support.
Note: Due to User Access Control (UAC) on Windows 2008 Server (any version), the Provisioning Tool (PvT) must be run in "RunAsAdministrator" mode to install or un-install the ESRS Gateway Client.

Disabling Policy Manager

Remote Application permissions

SSL certificate strength

SYR User filter

Provisioning Tool

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EMC Secure Remote Support Release 2.18 Release Notes

Known problems and limitations

Uninstalling Gateway Client 2.16 and above using Provisioning Tool with a version of 2.14 or below

The eLicensing proxy service has been introduced in Gateway release 2.16, and therefore uninstalling the Gateway Client 2.16 using the Provisioning Tool 2.14 or below will fail as it would not recognize this newly-added service. As a workaround, a separate uninstall utility is packaged with the Gateway Client 2.16, and the instructions to use this uninstall utility is provided in the EMC Secure Remote Support Gateway Operations Guide. For more details, see Primus emc287085, "Provisioning Tool Error: ESRS Gateway uninstallation fails after 2.16.xx.xx Patch installed OR fresh install with Provisioning a Tool 2.14.xx.xx or below." You can access this Primus at http://knowledgebase.emc.com. If the Gateway Client is connected to a Policy Manager without SSL and there are managed devices associated with the Gateway Client, no warning message about the managed devices will be displayed during the uninstall process.

Uninstalling Gateway Client with managed devices

Proxy communication
Internet protocol v6 (IPv6) Lack of error message IPv6 is supported in the customers environment, but not across the internet from the customer to EMC. No error message will appear if the Gateway Client fails to make a proxy connection to the Policy Manager or the EMC Enterprise Server and instead makes a direct connection. If the customer configuration requires proxy communication, the Gateway Client will initially make multiple attempts to connect by using the proxy communication path. However, after a couple of minutes it will disregard the proxy path and attempt to make a direct connection. The following methods must be used to uninstall ESRS components: Policy Manager Use /Programs/EMC/Policy Manager/Uninstall Policy Manager to uninstall. Gateway Client Use the Provisioning Tool to uninstall. Provisioning Tool Use Add/Remove Programs to uninstall.

Uninstallation of components

EMC Secure Remote Support Release 2.18 Release Notes

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Additional product and service information

Additional product and service information

For additional information on the EMC products and services available to customers and partners, including the latest documentation updates, refer to the EMC Powerlink website at:
http://Powerlink.EMC.com

Software kit
This section provides information about the ESRS software kit.
Note: If you are installing a High Availability Gateway Cluster, and the Gateway Client servers are at different sites, a separate kit must be ordered for each site (one kit per Site ID).

Model number ESRS-GW-200 Part number 953-002-303 Media type Compact disk Contents of kit The software kit contains the following software and documentation:

License.txt Readme.txt Release Notes Application software: Customer Environment Check Tool (CECT.msi) Policy Manager (PolicyManager.exe) Provisioning Tool (setup.msi)

Utilities: ESRS 1.x devices migration tool (ESRS1 Devices Migration.exe) Gateway Extract utility (GWExt) PuTTY (including license.txt) Symm (Symmetrix) ESRSSetup tool

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EMC Secure Remote Support Release 2.18 Release Notes

Software kit

Note: Symm (Symmetrix) ESRSSetup tool is not supported on Enginuity Code xx75 or above.

Note: The Provisioning Tool provides a mechanism for downloading the applicable installation package from EMC. The download must be arranged with an EMC Global Services professional.

For a list of individual ESRS software components and their version numbers, see Table 2 on page 16.

EMC Secure Remote Support Release 2.18 Release Notes

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Software components and documentation

Software components and documentation

Software components
Table 2

Table 2 on page 16 lists the individual ESRS software components and their version numbers.
ESRS software components Software component Configuration Tool Customer Environment Check Tool (CECT) Gateway Client Gateway Extract Utility (GWExt) Clariion/VNX Management Station Device Client Migration Tool Policy Manager Provisioning API Provisioning Tool Symmetrix Device Client VNXe Device Client Version 2.16.00.06 2.16.00.06 2.16.00.06 2.12.00.05 2.08.10.00 2.04.00.02 2.02.1-145 2.08.00.02 2.16.00.06 (GUI) 2.18.00.06 2.10.01.04

Documentation
Table 3

The documentation in Table 3 on page 16, including updated versions if applicable, is available from the Powerlink website.
ESRS documentation Part number P/N 300-014-287 Rev 01 P/N 300-014-288 Rev 01 P/N 300-014-289 Rev 01 P/N 300-014-290 Rev 01 P/N 300-014-291 Rev 01 P/N 300-014-292 Rev 01 P/N 300-014-294 Rev 01 P/N 300-014-295 Rev 01 Title EMC Secure Remote Support Policy Manager Release 2.02.1-xxx Operations Guide EMC Secure Remote Support Release 2.18 Technical Description EMC Secure Remote Support Release 2.18 Pre-Site Checklist EMC Secure Remote Support Release 2.18 Site Planning Guide EMC Secure Remote Support Release 2.18 Port Requirements EMC Secure Remote Support Gateway Release 2.16 Operations Guide EMC Secure Remote Support Customer Environment Check Tool Release 2.16 Operations Guide EMC Secure Remote Support Release 2.18 Release Notes

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EMC Secure Remote Support Release 2.18 Release Notes

Installation

Installation
Site preparation
The EMC customer is responsible for preparing the site for ESRS installation with guidance from EMC Secure Remote Support Site Planning Guide, EMC Secure Remote Support Gateway Operations Guide, and an assigned EMC Global Services professional. During this site planning phase, the customer is responsible for all the set up of customers hardware, operating system, and network preparation, Proxy Server(s), and/or Firewalls (if used). EMC is responsible for the installation and configuration of the Gateway Client and simple implementations of Policy Manager (for example, does not include integration of Policy Manager Active Directory for User Authentication or Redundant Policy Manager).

Software installation

The ESRS software is installed by an EMC Global Services professional.

IMPORTANT EMC must be informed of any changes (planned or completed) to an agreed-upon site configuration.

Troubleshooting and getting help

EMC support, product, and licensing information can be obtained as follows. Product information For documentation, release notes, software updates, or for information about EMC products, licensing, and service, go to the EMC Powerlink website (registration required) at:
http://Powerlink.EMC.com

Technical support For technical support, go to Support on Powerlink. To open a service request through Powerlink, you must have a valid support agreement. Contact your EMC sales representative for details about obtaining a valid support agreement or to answer any questions about your account.

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Troubleshooting and getting help

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EMC Secure Remote Support Release 2.18 Release Notes