HOW TO: Upgrade EMC Secure Remote Services Virtual Edition (ESRS VE)

What is EMC® Secure Remote Services (ESRS)?

EMC® Secure Remote Services (ESRS) is a two way remote connection between EMC Customer Service and your EMC products and solutions, available with Enhanced or Premium warranties and maintenance agreements at no additional cost. ESRS maintains connectivity with your EMC products around the clock and automatically notifies EMC if a problem or potential problem occurs. If troubleshooting is necessary, an authorized and authenticated EMC Customer Service professional uses the secure connection to establish a remote session based on your customized security and remote access settings to diagnose, and if necessary, to repair your EMC products and solutions. If unexpected issues arise, our proven processes ensure the fastest possible response, escalation, and resolution time to maximize information availability and reduce your costs. ESRS also connects you with EMC’s Big Data and predictive analytics capabilities, arming you with actionable intelligence to optimize your IT environment and your business.

As of ESRS v. 3.0.4, ESRS IP gateway and, ESRS Policy Manager (optional) are customer installable!

Please refer to the following articles for the information on how to deploy or upgrade Windows based ESRS IP Gateways to ESRS Virtual Edition / Virtual Appliances:

OK, let’s go through the EMC SRS Virtual Edition upgrade:
N.B. I am using screenshots from the 3.04–>3.06 upgrade.  ESRS v. 3.08 was released on the 18th of September. UPDATE: ESRS v. 3.10 released on the the 14th of December.

Please make sure you take a snapshot of the Virtual Appliance before you proceed with the upgrade!

Login to ESRS VE VA, you will notice the message that the UPDATE is AVAILABLE, click on the View Update link:

This will bring you to the following screen, click on Download button to download the latest ESRS software update:

ESRS Virtual Edition Upgrade - 01

Wait for the download to finish:
ESRS Virtual Edition Upgrade - Downloading

Depending on the speed of your Internet connection, you may get the following message:
ESRS Virtual Edition Upgrade - The download is taking longer than expected

Refresh the web page or click through the tabs.  The new new version will be available for the installation.

ESRS Virtual Edition Upgrade - 02

Click Apply and Yes, Apply Update to commence the update.

ESRS Virtual Edition Upgrade - 03

ESRS Virtual Edition Upgrade - 04

Open ESRS VE VA’s console and wait for the update to finish.  Login to the web interface https://ESRS_VE_VA_nameor_IP:9443, confirm the running version, Service Status and System Status.

If you have ESRS VE configured as a cluster, update the second appliance as well.

Hope this will help.

3 comments to HOW TO: Upgrade EMC Secure Remote Services Virtual Edition (ESRS VE)

  • Mel

    Thank you very much!

    I just updated my ESRS with this guide.


  • Mark

    Hi Mark, this is a great article on how to upgrade ESRS. Would you happen to know the default account for the appliance? Unfortunately the appliance was deployed through VXRail Manager and I assume it’s using a default/standard account.


    • Mark Strong

      Well, when you deploy ESRS manually, you have to specify the root password so I guess when it gets deployed through VxRail Manager, the install is scripted therefore uses a default, scripted password. What that password is I have no idea, it may as well use the same admin password as other pre-packaged apps/services. Try some default VCE, EMC passwords or just contact Support…
      Thank you for interesting question and sorry for not being helpful.

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