Why does Red Hat Access Support and Knowledge commands of redhat-support-tool fail ?

Solution Verified - Updated 13 Jun 2024

Environment

Red Hat Enterprise Linux 8
Red Hat Enterprise Linux 7
Red Hat Enterprise Linux 6.
redhat-support-tool

Issue

Adding attachment to dropbox fails. Dropbox FTP has been deprecated and hence any upload to dropbox using redhat-support-tool will fail.
For example:

Welcome to the Red Hat Support Tool.
Command (? for help): addattachment -f
Please provide the full path to the file (or 'q' to exit): /vagrant_data/test_file_rhst
Compressing /vagrant_data/test_file_rhst for upload ... completed successfully.
Please provide a case number (or 'q' to exit): 02290113
Uploading test_file_rhst.gz to dropbox.redhat.com ...     failed.
ERROR: Problem encountered whilst uploading the attachment.  Please consult the Red Hat Support Tool logs for details.

For RHEL 7 and RHEL 6 - The commands related to the case management, knowledge access, along with the diagnose command fail to give response and shows - SSLError: tlsv1 alert internal error.
For example:
```
Welcome to the Red Hat Support Tool.
Command (? for help): listproducts
Unable to find products
Command (? for help): listcases
tlsv1 alert internal error
Command (? for help):
```
For RHEL 8, RHEL 7 and RHEL 6 - commands related to the case management, knowledge access along with the diagnose command fail to give response. For example,
```
Welcome to the Red Hat Support Tool.
Command (? for help): listproducts
Unable to fulfill request with support services API. Reason: Gone
```

Resolution

RHEL 9 and later
- The redhat-support-tool is no longer shipped or supported starting in RHEL 9
- See "Red Hat Support Tool (RHST) Deprecation Guide" for information on using curl as a functional replacement for redhat-support-tool
For RHEL 7 and RHEL 8
- Update to the latest version of redhat-support-tool package.
  - Note the latest version (0.13.0) of redhat-support-tool currently does not support the getattachment all option with the new API, please use listattachments command and then download each file via getattachment -c <case-number> -u <uuid>
- The redhat-support-tool is deprecated in RHEL 8., see "Red Hat Support Tool (RHST) Deprecation Guide"
For RHEL 6
- The redhat-support-tool is no longer supported on RHEL6 as of July 11, 2022.
  - The underlying APIs and ciphers utilized by redhat-support-tool on RHEL6 for data exchange with the Red Hat Customer Portal have been retired.
- To continue to use redhat-support-tool upgrade to RHEL 7 or 8
- Note that ftp/dropbox support has been replaced with "Red Hat Secure FTP - User Guide ".
- An alternative to redhat-support-tool is to use curl commands as outlined within "Red Hat Support Tool (RHST) Deprecation Guide"

Root Cause

For RHEL 8
The dropbox FTP is no longer supported and older builds point to that. (fixed as a part of This content is not included.BZ#2028556 )
The older version of the tool points to the decommissioned Customer Portal APIs (fixed in This content is not included.BZ#1947345)
For RHEL 7
1. The dropbox FTP is no longer supported and older builds point to that. (fixed as a part of This content is not included.BZ#2030065 )
2. The older versions of the tool use the decommissioned APIs and are not compatible with the new Customer Portal API cipher. The new version (0.13.0) is compatible with them (fixed as a part of This content is not included.BZ#2030063 )
For RHEL 6
1. The dropbox FTP is no longer supported and the RHEL 6 build of redhat-support-tool doesn’t have access to dependencies to communicate with Red Hat Secure FTP (refer to This content is not included.BZ#2061334).
2. The RHEL 6 build of redhat-support-tool uses decommissioned APIs and is not compatible with the new Customer portal API ciphers (refer to This content is not included.BZ#2061339).

Diagnostic Steps

For RHEL 8

For the dropbox related error, refer to the log file ~/.redhat-support-tool/logs/red_hat_support_tool.log:

        2022-04-04 06:57:00,689 - redhat_support_tool.plugins.add_attachment - ERROR - ERROR: Problem encountered whilst uploading the attachment.  Please consult the Red Hat Support Tool logs for details.
        2022-04-04 06:57:00,690 - redhat_support_tool.helpers.launchhelper - ERROR - Could not upload file to dropbox: [Errno 110] Connection timed out
        Traceback (most recent call last):
          File "/usr/lib/python3.6/site-packages/redhat_support_lib/utils/ftphelper.py", line 104, in ftp_attachment  passwd=config.ftp_pass)
          File "/usr/lib64/python3.6/ftplib.py", line 117, in __init__  self.connect(host)
          File "/usr/lib64/python3.6/ftplib.py", line 152, in connect  source_address=self.source_address)
          File "/usr/lib64/python3.6/socket.py", line 724, in create_connection raise err
          File "/usr/lib64/python3.6/socket.py", line 713, in create_connection  sock.connect(sa)
        TimeoutError: [Errno 110] Connection timed out

    During handling of the above exception, another exception occurred:

        Traceback (most recent call last):
          File "/usr/lib/python3.6/site-packages/redhat_support_tool/helpers/launchhelper.py", line 106, in run return cls.non_interactive_action()
          File "/usr/lib/python3.6/site-packages/redhat_support_tool/plugins/add_attachment.py", line 504, in non_interactive_action  useFtp=self.use_ftp)
          File "/usr/lib/python3.6/site-packages/redhat_support_lib/infrastructure/brokers.py", line 612, in add  amnt = FtpHelper.ftp_attachment(fileName, caseNumber, fileChunk)
          File "/usr/lib/python3.6/site-packages/redhat_support_lib/utils/ftphelper.py", line 137, in ftp_attachment  raise Exception("Could not upload file to dropbox: {}".format(e))
        Exception: Could not upload file to dropbox: [Errno 110] Connection timed out

For the decommissioned API error, refer to the log file ~/.redhat-support-tool/logs/red_hat_support_tool.log. Shown below is the traceback for “listproducts” command:

    2022-07-18 03:20:50,903 - redhat_support_tool.helpers.common - WARNING - Unable to fulfill request with support services API. Reason: Gone
    2022-07-18 03:20:50,903 - redhat_support_tool.helpers.launchhelper - ERROR - Strata API request failure, b''
Traceback (most recent call last):
      File "/usr/lib/python3.6/site-packages/redhat_support_tool/helpers/launchhelper.py", line 106, in run
	return cls.non_interactive_action()
      File "/usr/lib/python3.6/site-packages/redhat_support_tool/plugins/list_products.py", line 67, in non_interactive_action
	ary = get_products()
      File "/usr/lib/python3.6/site-packages/redhat_support_tool/helpers/common.py", line 125, in get_products
	productsAry = api.products.list()
      File "/usr/lib/python3.6/site-packages/redhat_support_lib/infrastructure/brokers.py", line 1398, in list
	doc, headers = self._getProxy().get(url)
      File "/usr/lib/python3.6/site-packages/redhat_support_lib/infrastructure/proxy.py", line 44, in get
	return self.request(method='GET', url=url, headers=headers)
      File "/usr/lib/python3.6/site-packages/redhat_support_lib/infrastructure/proxy.py", line 120, in request
	conn=self.getConnectionsPool().getConnection())
      File "/usr/lib/python3.6/site-packages/redhat_support_lib/infrastructure/proxy.py", line 138, in __doRequest
	raise RequestError(response.status, response.reason, response.read())
    redhat_support_lib.infrastructure.errors.RequestError: Strata API request failure, b''

For RHEL 7

For the dropbox related error, refer to the log file ~/.redhat-support-tool/logs/red_hat_support_tool.log:

2022-04-04 07:10:50,727 - redhat_support_tool.plugins.add_attachment - ERROR - ERROR: Problem encountered whilst uploading the attachment.  
Please consult the Red Hat Support Tool logs for details.
2022-04-04 07:10:50,728 - redhat_support_tool.helpers.launchhelper - ERROR - Could not upload file to dropbox: [Errno 110] Connection timed out
Traceback (most recent call last):
  File "/usr/lib/python2.7/site-packages/redhat_support_tool/helpers/launchhelper.py", line 106, in run return cls.non_interactive_action()
  File "/usr/lib/python2.7/site-packages/redhat_support_tool/plugins/add_attachment.py", line 507, in non_interactive_action  useFtp=self.use_ftp)
  File "/usr/lib/python2.7/site-packages/redhat_support_lib/infrastructure/brokers.py", line 612, in add amnt = FtpHelper.ftp_attachment(fileName, caseNumber, fileChunk)
  File "/usr/lib/python2.7/site-packages/redhat_support_lib/utils/ftphelper.py", line 138, in ftp_attachment raise Exception("Could not upload file to dropbox: {}". format(e))
Exception: Could not upload file to dropbox: [Errno 110] Connection timed out

For the SSLError due to the cipher change, check the ~/.redhat-support-tool/logs/red_hat_support_tool.log file:

2022-03-29 06:43:03,125 - redhat_support_tool.helpers.launchhelper - ERROR - tlsv1 alert internal error
Traceback (most recent call last):
  File "/usr/lib/python2.7/site-packages/redhat_support_tool/helpers/launchhelper.py", line 106, in run return cls.non_interactive_action()
  File "/usr/lib/python2.7/site-packages/redhat_support_tool/plugins/list_products.py", line 67, in non_interactive_action ary = get_products()
  File "/usr/lib/python2.7/site-packages/redhat_support_tool/helpers/common.py", line 125, in get_products productsAry = api.products.list()
  File "/usr/lib/python2.7/site-packages/redhat_support_lib/infrastructure/brokers.py", line 1398, in list doc, headers = self._getProxy().get(url)
  File "/usr/lib/python2.7/site-packages/redhat_support_lib/infrastructure/proxy.py", line 44, in get return self.request(method='GET', url=url, headers=headers)
  File "/usr/lib/python2.7/site-packages/redhat_support_lib/infrastructure/proxy.py", line 120, in request conn=self.getConnectionsPool().getConnection())
  File "/usr/lib/python2.7/site-packages/redhat_support_lib/infrastructure/proxy.py", line 127, in __doRequest headers=headers)
  File "/usr/lib/python2.7/site-packages/redhat_support_lib/web/connection.py", line 106, in doRequest self.getHeaders(headers))
  File "/usr/lib64/python2.7/httplib.py", line 1041, in request self._send_request(method, url, body, headers)
  File "/usr/lib64/python2.7/httplib.py", line 1075, in _send_request self.endheaders(body)
  File "/usr/lib64/python2.7/site-packages/M2Crypto/httpslib.py", line 192, in endheaders HTTPSConnection.endheaders(self, *args, **kwargs)
  File "/usr/lib64/python2.7/httplib.py", line 1037, in endheaders self._send_output(message_body)
  File "/usr/lib64/python2.7/httplib.py", line 881, in _send_output self.send(msg)
  File "/usr/lib64/python2.7/httplib.py", line 843, in send self.connect()
  File "/usr/lib64/python2.7/site-packages/M2Crypto/httpslib.py", line 208, in connect  self._start_ssl()
  File "/usr/lib64/python2.7/site-packages/M2Crypto/httpslib.py", line 226, in _start_ssl self.sock.connect_ssl()
  File "/usr/lib64/python2.7/site-packages/M2Crypto/SSL/Connection.py", line 178, in connect_ssl return m2.ssl_connect(self.ssl, self._timeout)
SSLError: tlsv1 alert internal error

For the decommissioned API error, refer to the log file ~/.redhat-support-tool/logs/red_hat_support_tool.log. Shown below is the traceback for “listproducts” command :

   2022-07-18 03:33:02,257 - redhat_support_tool.helpers.common - WARNING - Unable to fulfill request with support services API. Reason: Gone
   2022-07-18 03:33:02,257 - redhat_support_tool.helpers.launchhelper - ERROR - Strata API request failure,
   Traceback (most recent call last):
     File "/usr/lib/python2.7/site-packages/redhat_support_tool/helpers/launchhelper.py", line 106, in run
return cls.non_interactive_action()
     File "/usr/lib/python2.7/site-packages/redhat_support_tool/plugins/list_products.py", line 67, in non_interactive_action
ary = get_products()
     File "/usr/lib/python2.7/site-packages/redhat_support_tool/helpers/common.py", line 125, in get_products
productsAry = api.products.list()
     File "/usr/lib/python2.7/site-packages/redhat_support_lib/infrastructure/brokers.py", line 1398, in list
doc, headers = self._getProxy().get(url)
     File "/usr/lib/python2.7/site-packages/redhat_support_lib/infrastructure/proxy.py", line 44, in get
return self.request(method='GET', url=url, headers=headers)
     File "/usr/lib/python2.7/site-packages/redhat_support_lib/infrastructure/proxy.py", line 120, in request
conn=self.getConnectionsPool().getConnection())
     File "/usr/lib/python2.7/site-packages/redhat_support_lib/infrastructure/proxy.py", line 138, in __doRequest
raise RequestError(response.status, response.reason, response.read())
   RequestError: Strata API request failure,

For RHEL 6

For the dropbox related error, refer to the log file ~/.redhat-support-tool/logs/red_hat_support_tool.log:

  2022-03-04 10:32:59,289 - redhat_support_tool.plugins.add_attachment - ERROR - ERROR: Problem encountered whilst uploading the attachment.  Please consult the Red Hat Support Tool logs for details.
  2022-03-04 10:32:59,290 - redhat_support_tool.helpers.launchhelper - ERROR - local variable 'timer' referenced before assignment
  Traceback (most recent call last):
   File "/usr/lib/python2.6/site-packages/redhat_support_tool/helpers/launchhelper.py", line 106, in run return cls.non_interactive_action()
   File "/usr/lib/python2.6/site-packages/redhat_support_tool/plugins/add_attachment.py", line 437, in non_interactive_action useFtp=self.use_ftp)
   File "/usr/lib/python2.6/site-packages/redhat_support_lib/infrastructure/brokers.py", line 612, in add  amnt = FtpHelper.ftp_attachment(fileName, caseNumber, fileChunk)
   File "/usr/lib/python2.6/site-packages/redhat_support_lib/utils/ftphelper.py", line 135, in ftp_attachment  timer.stop()
 UnboundLocalError: local variable 'timer' referenced before assignment

For the SSLError due to the cipher change, check the log file~/.redhat-support-tool/logs/red_hat_support_tool.log:

   File "/usr/lib/python2.6/site-packages/redhat_support_lib/infrastructure/proxy.py", line 120, in request conn=self.getConnectionsPool().getConnection())
   File "/usr/lib/python2.6/site-packages/redhat_support_lib/infrastructure/proxy.py", line 127, in __doRequest headers=headers)
   File "/usr/lib/python2.6/site-packages/redhat_support_lib/web/connection.py", line 106, in doRequest self.getHeaders(headers))
   File "/usr/lib64/python2.6/httplib.py", line 973, in request self._send_request(method, url, body, headers)
   File "/usr/lib64/python2.6/httplib.py", line 1010, in _send_request self.endheaders()
   File "/usr/lib64/python2.6/site-packages/M2Crypto/httpslib.py", line 189, in endheaders  HTTPSConnection.endheaders(self, *args, **kwargs)
   File "/usr/lib64/python2.6/httplib.py", line 967, in endheaders self._send_output()
   File "/usr/lib64/python2.6/httplib.py", line 831, in _send_output self.send(msg)
   File "/usr/lib64/python2.6/httplib.py", line 790, in send self.connect()
   File "/usr/lib64/python2.6/site-packages/M2Crypto/httpslib.py", line 205, in connect self._start_ssl()
   File "/usr/lib64/python2.6/site-packages/M2Crypto/httpslib.py", line 223, in _start_ssl  self.sock.connect_ssl()
   File "/usr/lib64/python2.6/site-packages/M2Crypto/SSL/Connection.py", line 178, in connect_ssl  return m2.ssl_connect(self.ssl, self._timeout)
 SSLError: tlsv1 alert internal error

For the decommissioned API error, refer to the log file ~/.redhat-support-tool/logs/red_hat_support_tool.log. Shown below is the traceback for “listproducts” command::

   2022-07-18 03:12:12,958 - redhat_support_tool.helpers.common - WARNING - Unable to fulfill request with support services API. Reason: Gone
   2022-07-18 03:12:12,959 - redhat_support_tool.helpers.launchhelper - ERROR - Strata API request failure,
   Traceback (most recent call last):
     File "/usr/lib/python2.6/site-packages/redhat_support_tool/helpers/launchhelper.py", line 106, in run
  	return cls.non_interactive_action()
     File "/usr/lib/python2.6/site-packages/redhat_support_tool/plugins/list_products.py", line 67, in non_interactive_action
ary = get_products()
     File "/usr/lib/python2.6/site-packages/redhat_support_tool/helpers/common.py", line 125, in get_products
productsAry = api.products.list()
     File "/usr/lib/python2.6/site-packages/redhat_support_lib/infrastructure/brokers.py", line 1398, in list
doc, headers = self._getProxy().get(url)
     File "/usr/lib/python2.6/site-packages/redhat_support_lib/infrastructure/proxy.py", line 44, in get
return self.request(method='GET', url=url, headers=headers)
     File "/usr/lib/python2.6/site-packages/redhat_support_lib/infrastructure/proxy.py", line 120, in request
conn=self.getConnectionsPool().getConnection())
     File "/usr/lib/python2.6/site-packages/redhat_support_lib/infrastructure/proxy.py", line 138, in __doRequest
raise RequestError(response.status, response.reason, response.read())
   RequestError: Strata API request failure,

SBR

Shells

Product(s)

Red Hat Enterprise Linux

Category

Troubleshoot

Tags

aarch64

This solution is part of Red Hat’s fast-track publication program, providing a huge library of solutions that Red Hat engineers have created while supporting our customers. To give you the knowledge you need the instant it becomes available, these articles may be presented in a raw and unedited form.