Users Guide

Installing Service Module
In order to register and use SupportAssist, you must have iDRAC Service Module (iSM) installed in the system. Once you initiate Service
Module Installation you can see the installation instructions. The Next button remains disabled until you successfully install iSM.
Server OS Proxy Information
In case there is an issue with the connection, then the user will be prompted to provide OS proxy information. Enter Server, Port,
Username and Password to configure the proxy settings.
SupportAssist
Once SupportAssist is configured, you can check the SupportAssist dash board to view the Service Request Summary, Warranty
Status, SupportAssist Overview, Service Requests, and Collection log. Registration is not required to view or send the Collection
log.
Service Request Portal
Service Request shows the Status (Open/Closed), Description, Source (Event/Phone), Service Request ID, Date Opened and
Date Closed details for each event. You can select and view further details of each event. You have the option to check Service Request
Portal to view additional information for any individual case.
Collection Log
Collection Log shows the details of Collection Date and Time, Collection Type (Manual, Scheduled, Event based), Data Collected
(Custom Selection, All Data), Collection Status (Complete with Errors, Complete), Job ID, Sent Status, and Sent Date and Time.
You can send the last persisted collection in iDRAC to Dell.
NOTE:
Once generated, the Collection Log Details can be filtered to remove the Personally Identifiable Information (PII)
based on the user selection.
Generating SupportAssist Collection
For generating the OS and Application logs:
• iDRAC Service Module must be installed and running in Host Operating System.
• OS Collector, which comes factory installed in iDRAC, if removed must be installed in iDRAC.
If you have to work with Tech Support on an issue with a server but the security policies restrict direct internet connection, then you can
provide Tech Support with necessary data to facilitate troubleshooting of the problem without having to install software or download tools
from Dell and without having access to the Internet from the server operating system or iDRAC.
You can generate a health report of the server and then export the Collection log:
• To a location on the management station (local).
• To a shared network location such as Common Internet File System (CIFS) or Network File Share (NFS). To export to a network
share such as CIFS or NFS, direct network connectivity to the iDRAC shared or dedicated network port is required.
• To Dell EMC.
The SupportAssist Collection is generated in the standard ZIP format. The collection may contain the following information:
• Hardware inventory for all components (includes system component configuration and firmware details, Motherboard System Event
Logs, iDRAC state information and Lifecycle Controller logs).
• Operating system and application information.
• Storage Controller logs.
• iDRAC Debug Logs.
• It contains an HTML5 viewer, that can be accessed once the collection is complete.
• The collection provides a massive amount of detailed system information and logs in a user friendly format that can be viewed without
uploading the collection to the Tech Support site.
SupportAssist Integration in iDRAC
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