SupportAssist Enterprise Version 1.2 User's Guide May 2020 Rev.
Notes, cautions, and warnings NOTE: A NOTE indicates important information that helps you make better use of your product. CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem. WARNING: A WARNING indicates a potential for property damage, personal injury, or death. © 2017 - 2020 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries.
Contents Chapter 1: Overview.....................................................................................................................10 What is new in this release.............................................................................................................................................. 10 Overview of supported device types............................................................................................................................
Adding a Compellent SC Series storage solution.................................................................................................48 Adding a Fluid File System NAS device..................................................................................................................49 Adding a software....................................................................................................................................................... 50 Adding a solution.......................
Deleting Remote Collector........................................................................................................................................ 88 Chapter 7: Device grouping......................................................................................................... 89 Predefined device groups............................................................................................................................................... 90 Viewing device groups....................
Prerequisites for collecting system information....................................................................................................... 119 Enabling or disabling the automatic collection of system information on case creation................................120 Enabling or disabling the periodic collection of system information from all devices..................................... 120 Enabling or disabling the collection of identity information..................................................
Configuring alert rules in TechDirect...........................................................................................................................151 Viewing SupportAssist Enterprise alerts in TechDirect..........................................................................................152 SupportAssist alerts........................................................................................................................................................
Unable to send system information............................................................................................................................. 174 Authentication failed....................................................................................................................................................... 174 Clearing System Event Log failed................................................................................................................................
Adapters.......................................................................................................................................................................210 Remote Collectors..................................................................................................................................................... 214 Settings..........................................................................................................................................................
1 Overview SupportAssist Enterprise is an application that automates technical support for your Dell server, storage, and networking devices. SupportAssist Enterprise monitors your devices and proactively detects hardware issues that may occur. When a hardware issue is detected, SupportAssist Enterprise automatically opens a support case with Technical Support and sends you an email notification.
NOTE: SupportAssist Enterprise can monitor hardware issues on Dell server, Dell networking, Storage MD series, and Storage PS series devices. For Storage MD Series monitoring of hardware issues is supported when the device is added either directly or through the OpenManage Essentials adapter. For Storage PS Series devices, monitoring of hardware issues is supported only if the device is added through the OpenManage Essentials adapter. For more information on adapters, see Using Extensions.
Related references Identifying the generation of a Dell PowerEdge server on page 163 How SupportAssist Enterprise works When SupportAssist Enterprise is setup and the devices to be monitored are configured correctly, SupportAssist Enterprise receives an alert whenever a hardware event occurs on any monitored device. The received alerts are filtered by using various policies to determine if the alerts qualify for creating a new support case or for updating an existing support case.
Table 1. SupportAssist Enterprise capabilities and Dell service contracts (continued) SupportAssist Enterprise capability Description Basic Hardware ProSupport ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center collected from the monitored device and sent securely to Dell. Automated support case creation When a hardware failure is detected either proactively or predictively, a Service Request is automatically created with Technical Support.
● Event data — Windows event logs, core dump, and debug logs You can also access and view the system information that is collected by SupportAssist Enterprise. For information on viewing the collected system information, see Viewing the collected system information. By default, SupportAssist Enterprise collects system information from all devices, irrespective of the service contract of the devices, and sends the system information securely to Dell.
2 Getting started with SupportAssist Enterprise SupportAssist Enterprise automates technical support from Dell for your Dell devices. Depending on your requirement, you can install and set up SupportAssist Enterprise to automate technical support for one or more of your devices.
Setting up SupportAssist Enterprise for remote devices Adding remote device in SupportAssist Enterprise prepares SupportAssist Enterprise to monitor hardware issues and collect system information from those devices. To set up SupportAssist Enterprise for remote devices: 1. Ensure that you have completed the steps listed in Setting up SupportAssist Enterprise for the local system. 2. (Optional) If you want to manage a set of devices as a group, create one or more device groups based on your preference.
● You can disable the automatic collection of system information when a support case is created. See Enabling or disabling the automatic collection of system information. ● You can also prevent the upload of collections. See Disabling the automatic upload of collections. NOTE: In most cases, part or all of the system information collected by SupportAssist Enterprise is required by Technical Support to properly diagnose issues and provide an appropriate resolution.
Table 2. Upgrading and migrating to SupportAssist Enterprise (continued) If you have installed… Do this… SupportAssist for Dell OpenManage Essentials version 2.3 or later SupportAssist for Microsoft System Center Operations Manager Version 1.1 Migrate to SupportAssist Enterprise version 1.2. For more information, see Migrating to SupportAssist Enterprise.
high resource utilization may affect other applications that are running on the monitoring server, if the resources are shared with other applications. The following table provides a summary of the minimum hardware requirements on the server running SupportAssist Enterprise for performing multiple device collections. Table 4.
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Red Hat Enterprise Linux 5.x CentOS 7.x CentOS 6.x Novell SUSE Linux Enterprise Server 12 SP1 Novell SUSE Linux Enterprise Server 12 SP2 Novell SUSE Linux Enterprise Server 12 SP3 SUSE Linux Enterprise Server 12 SUSE Linux Enterprise Server 11 SP4 SUSE Linux Enterprise Server 10 SP4 Oracle Linux 7.x Oracle Linux 6.x Debian 7.x Debian 8.x Debian 9.x Ubuntu 14.x Ubuntu 16.04.x NOTE: Installation of SupportAssist Enterprise is not supported on Red Hat Enterprise Linux 6.6.
Table 5. Network bandwidth requirements (continued) Requirement LAN bandwidth* WAN bandwidth** For monitoring and collection of system information from up to 20 devices 0.5 Gbps 10 Mbps For monitoring and collection of system information from up to 100 devices 0.5 Gpbs 10 Mbps For monitoring and collection of 0.
Table 7.
Operating system considerations for installing SupportAssist Enterprise The features available in SupportAssist Enterprise vary based on the operating system where SupportAssist Enterprise is installed. The complete features of SupportAssist Enterprise are available only when SupportAssist Enterprise is installed on a Windows operating system. The following table provides a comparison of the available features when SupportAssist Enterprise is installed on a Windows or Linux operating system. Table 8.
2. Click Next. The License Agreement page is displayed. NOTE: Installing and using SupportAssist Enterprise requires that you allow Dell to save certain Personally Identifiable Information (PII) such as your contact information, device credentials, and so on. SupportAssist Enterprise installation cannot proceed unless you agree to allow Dell to save your PII. 3. Read about the information that SupportAssist Enterprise collects from monitored devices, and select I Agree. 4.
Installing SupportAssist Enterprise on Windows Server Core Prerequisites ● You must be logged in to a system that has PowerShell ISE version 5.1 or later. ● You must be logged in to the system with Administrator Privileges. ● You must have the SupportAssist Enterprise installation package for Windows. About this task You can install SupportAssist Enterprise by remotely accessing the system running Windows Server Core. Steps 1. Open the PowerShell ISE window. 2. Type get-service winrm and press Enter. 3.
○ If any other locale is installed, you can install the en_US.utf.8 locale by using the dpkg-reconfigure locales command. Steps 1. Open the terminal window on the system running the Linux operating system. 2. Browse to the folder where the SupportAssist Enterprise installation package is available. 3. Perform one of the following: ● Type chmod 744 supportassistenterprise_1.2.0.bin and press Enter. ● Type chmod +x supportassistenterprise_1.2.0.bin and press Enter. 4. Type ./supportassistenterprise_1.2.0.
NOTE: Ensure that you enter a valid port number which is not in use and within the range 1025 to 65535. 8. Type the user name and password of a user with root privileges on the system where SupportAssist Enterprise is installed, and then click Login. The SupportAssist Enterprise Registration Wizard is displayed. Next steps (Optional) Follow the instructions in the SupportAssist Enterprise Registration Wizard to complete the registration of SupportAssist Enterprise.
● You must have Administrator rights on the system. ● Port 443 must be open on the firewall to access: ○ ○ ○ ○ ○ ○ https://apidp.dell.com https://api.dell.com/ https://is.us.dell.com/FUS/api/2.0/uploadfile https://is.us.dell.com/FUSCHUNK/api/1.0/file/uploadChunk https://downloads.dell.com/ https://ftp.dell.com NOTE: If the installation of SupportAssist Enterprise is unsuccessful, perform one of the following: ● Retry the installation. To retry the installation, right-click the SupportAssistSetup.
Upgrading SupportAssist Enterprise by using the SupportAssist Enterprise installation package Steps 1. On the Dell OpenManage Essentials management server, right-click the SupportAssist Enterprise installer package, and select Run as administrator. NOTE: UAC requires that the installation is performed with elevated privileges that are obtained only through the Run as administrator option.
● Device group credentials are saved as Credential Accounts and Credential Profiles. However, if individual and device group credentials were configured for devices within the device group, only the individual device credentials are applied for those devices after the upgrade. If necessary, you can select those devices and apply the created credential profiles. ● Credential Accounts are not created for the existing individual device credentials.
● Device group credentials are saved as Credential Accounts and Credential Profiles. However, if individual and device group credentials were configured for devices within the device group, only the individual device credentials are applied for those devices after the upgrade. If necessary, you can select those devices and apply the created credential profiles. ● Credential Accounts are not created for the existing individual device credentials.
For devices that are not members of a device group, if both default and individual credentials were configured for the devices, only the individual credentials are saved and applied on those devices. Using SupportAssist Enterprise without registration Registration of SupportAssist Enterprise is a prerequisite to receive the full benefits of SupportAssist Enterprise and to use all the available features. You can also use SupportAssist Enterprise without registration.
● If SupportAssist Enterprise is unable to connect to the Internet, a message prompts you to confirm if the system connects to the Internet through a proxy server. If you click Yes, the Proxy Settings page is displayed. If the system connects to the Internet directly, but the Internet connectivity issue persists, contact your network administrator for assistance. 2. If the Proxy Settings page is displayed: a. In the Address field, type the IP address or host name of the proxy server. b.
secondary contact. If both the primary and secondary contacts are configured with valid email addresses, both receive SupportAssist Enterprise emails. For information on updating the contact information, see Viewing and updating the contact information. 4. Click Next. SupportAssist Enterprise connects to Dell and completes the registration. If the registration is successful, the Summary page is displayed. Else, an error message is displayed.
2. Open the policy file (supportassistpolicy.te) and type the following: module supportassistpolicy 1.0; require { type websm_port_t; type snmpd_t; type root_t; class tcp_socket name_connect; class dir { write add_name }; class file { write getattr open create }; } #============= snmpd_t ============== allow allow allow allow snmpd_t snmpd_t snmpd_t snmpd_t websm_port_t:tcp_socket name_connect; root_t:dir write; root_t:dir add_name; root_t:file { write create open getattr }; 3. Save the policy file. 4.
Logging in to SupportAssist Enterprise Steps 1. In the SupportAssist Enterprise login page, type the user name and password in the appropriate fields. NOTE: You must provide the user name and password of a user account that is a member of the SupportAssistAdmins or SupportAssistUsers user group. If SupportAssist Enterprise is installed on a Linux operating system, you can also provide the user name and password of a user account that is a member of the root or users user group.
3 Adding devices Adding devices prepares SupportAssist Enterprise to automate support from Dell Technical Support for your Dell devices. To use SupportAssist Enterprise to either monitor hardware issues or collect system information from your devices, you must add your devices in SupportAssist Enterprise. After the installation of SupportAssist Enterprise, the local system (server where SupportAssist Enterprise is installed) is automatically added in SupportAssist Enterprise.
Table 10. Selecting a device type (continued) Device Type Devices that you can add ● PowerEdge VRTX ● PowerEdge FX2/FX2s Fluid File System (FluidFS) ● Storage PS Series with FluidFS ● Storage MD Series with FluidFS ● Storage SC Series with FluidFS iDRAC 12th and later generations of PowerEdge servers NOTE: To add an iDRAC, you must provide the iDRAC IP address of the server.
● ● ● ● ● PowerVault Server / Hypervisor Software Solution Storage Center (SC) / Compellent Adding a server or hypervisor Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed.
Figure 4. Add single device window 5. Type the host name or IP address of the device in the appropriate field. NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the IP address of the device. 6. To discover and add other supported device types that may be associated with the server, select Perform deep discovery. See Deep discovery. 7. If desired, type a name for the device in the appropriate field.
NOTE: If you prefer to perform both tasks (configure alert forwarding and install or upgrade OMSA) manually, clear the Configure SNMP Settings and Install / Upgrade OMSA options. 10. Click Next. The Discovering Device page is displayed until SupportAssist Enterprise identifies the device. If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error message is displayed. 11.
Adding an iDRAC Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be a 12th or later generation Dell PowerEdge server (iDRAC7 or later). For information on identifying the generation of a PowerEdge server, see Identifying the generation of a PowerEdge server. ● The device must be reachable from the server where SupportAssist Enterprise is installed.
The Discovering Device page is displayed until SupportAssist Enterprise identifies the device. If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error message is displayed. 10. If desired, from the Assign Other Group list, select a device group to which you want to assign the device. If you do not select a device group, the device is assigned to the Default device group.
● Dell PowerEdge VRTX ● Dell PowerEdge M1000e Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Click Add Devices. The Add Single Device or Import Multiple Devices wizard is displayed. 3. Select Single Device. 4. From the Device Type list, select Chassis. 5. Type the host name or IP address of the device in the appropriate field. NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the IP address of the device.
1. Ensure that all prerequisites for adding the device are met. 2. Revalidate the device. See Revalidating a device. Related references Add Single Device on page 192 Deep discovery on page 156 Adding a Networking device Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed.
NOTE: SupportAssist Enterprise can monitor the health status of the device only if the SNMP settings of the device is configured to forward SNMP traps (alerts) to the server where SupportAssist Enterprise is installed. For instructions to configure alert forwarding, see Manually configuring the alert destination of a networking device. 10. Click Next. The Discovering Device page is displayed until SupportAssist Enterprise identifies the device.
6. To discover and add other supported device types that may be associated with the device, select Perform deep discovery. 7. If desired, type a name for the device in the appropriate field. The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device. 8.
NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the IP address of the device. 6. To discover and add other supported device types that may be associated with the Storage PS Series device, select Perform deep discovery. See Deep discovery. 7. If desired, type a name for the device in the appropriate field. The name that you enter is used to represent the device in SupportAssist Enterprise.
The Add Single Device or Import Multiple Devices wizard is displayed. 3. From the Device Type list, select Storage Center (SC) / Compellent. 4. Type the host name or IP address of the device in the appropriate field. NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the IP address of the device. 5. If desired, type a name for the device in the appropriate field.
The Add Single Device or Import Multiple Devices wizard is displayed. 3. Select Single Device. 4. From the Device Type list, select Fluid File System (FluidFS). 5. Type the host name or IP address of the device in the appropriate field. NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the IP address of the device. 6. If desired, type a name for the device in the appropriate field.
NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the IP address of the device. 6. If desired, type a name for the device in the appropriate field. The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device. 7.
The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device. 9. Perform one of the following: ● If you selected the Perform deep discovery option, select the credential profile that you want to assign to the device and its associated device types. To create a new credential profile, select Create New Profile and click Create.
Figure 5. Duplicate option The device overview pane is displayed. 3. Click Duplicate. The Duplicate Device wizard is displayed. 4. Type the host name or IP address of the device in the appropriate field. NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the IP address of the device. 5. If you want to discover a device and its associated device types, select Perform deep discovery. 6.
9. If desired, from the Assign Other Group list, select a device group to which you want to assign the device. If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see Predefined device groups. 10. Click Finish. The device is added to the device inventory and the Summary page is displayed. 11. Click OK to close the Duplicate Device wizard.
An example of a .csv file with the device details is as follows: Device Type,Device SubType,IP/Hostname,Display Name,Username,Password,Enable Password,Community String,Auto SNMP Config(Yes/No),Auto Push OMSA(Yes/No) Server/Hypervisor,LINUX,192.168.1.1,ServerA.com,root,Password$,Enabled,public,No, Server/Hypervisor,ESX,192.168.1.1,ServerA.com,root,Password$,Enabled,public,No, Server/Hypervisor,ESXi,192.168.1.1,ServerA.com,root,Password$,Enabled,public,No, Server/Hypervisor,WINDOWS,192.168.1.1,ServerA.
While importing devices that are members of one or more domains by using a .csv file, if SupportAssist Enterprise detects that the credentials of two of those devices of a certain domain are incorrect, the import operation is paused for other devices in that domain. The import operation is paused to prevent automatic lockout of the domain account due to repetitive authentication failures. For devices of other domains included in the .csv file, the import process continues normally.
○ Ensure that all prerequisites for adding the device are met. For information on the prerequisites for adding a device, see the "Prerequisites" section in the instructions for adding each device type. See Adding a single device. ○ Revalidate each device. See Revalidating a device. ● For devices notified as failed devices: 1. Export the device details to view the issue description and possible resolution. See Exporting details of devices that were not imported. 2. Update the device details in the .
Figure 9. Revalidate option The device overview pane is displayed. 4. Click Revalidate. SupportAssist Enterprise identifies the device and verifies if all the requirements for enabling SupportAssist Enterprise capabilities are met. If the revalidation is successful, the Assign Device Group (Optional) page is displayed. 5. If desired, from the Assign Other Group list, select a device group to which you want to assign the device. 6. Click Finish.
4 Managing device discovery rules A device discovery rule enables you to discover and add devices that are present within one or more IP address ranges. Creating a device discovery rule helps you add multiple devices, and reduces the effort involved in adding each device individually.
● Run now — Discover the devices immediately. ● Run once — Discover the devices at a specific date and time. ● Recur — Schedule the discovery of devices at periodic intervals. 8. Click Next. The Discovering Devices window is displayed. Based on the device types included in the Credential Profile, the device types are selected automatically. 9. If desired, clear the device types that you do not want to discover. 10.
About this task You can edit the discovery rule based on your requirement. Steps 1. Point to Devices and click Manage Rules for Device Discovery. The Manage Discovery Rules page is displayed. 2. Select the discovery rule that you want to edit and click Edit. The Edit Device Discovery Rule window is displayed. 3. Update the name, IP address ranges, credential profile, and schedule as required and click Next. The Discovering Devices window is displayed. 4.
NOTE: Devices that were discovered by the discovery rule, but are later unreachable are moved to the Inactive status. If a device is in an Inactive status even after the discovery rule is run for three consecutive times, the device is deleted automatically from SupportAssist Enterprise.
5 Viewing cases and devices The SupportAssist Enterprise user interface displays the devices that you have added and the support cases that are open for those devices. From the Devices page, you can perform various device-specific operations such as view collections, enable or disable monitoring, and so on. From the Cases page, you can manage cases that were opened by SupportAssist Enterprise.
Support case information is automatically available, for supported devices that have valid Service Tags when SupportAssist Enterprise connects to the Dell support case and service contract databases over the internet. Support case information is refreshed only in the following situations: ● When you open the Cases page. ● When you click the Refresh link on the Cases page. ● When the Cases page is open and you refresh the web browser window.
Figure 11. Check for cases option ● If support cases are present for the device, you are navigated to the Cases page. Support cases that are present for the device are displayed at the top of the Cases page. ● If no support cases are present for the device, an appropriate message is displayed. NOTE: When you check for support cases, the latest support cases information is retrieved from Dell for the selected device.
Figure 12. Case options Requesting to suspend case activities for 24 hours Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task You can request Technical Support to stop activities related to a support case for 24 hours, if necessary.
Requesting to resume support activities Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task You can request Technical Support to resume activities for a support case, if you had previously requested to suspend activities for the support case. Steps 1. Point to Cases and click View Cases. The Cases page is displayed. 2.
NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist. 4. From the Case Options list, select Request to Close. The Request to close the case window is displayed. 5. (Optional) Type your reason for requesting to close the support case. 6. Click OK. The Updating Case message is displayed. After the case is updated successfully, the Case Status message is displayed. 7. Click OK. The support case displays a Closure requested status.
● ● ● ● ● ● ● ● Perform deep discovery Enable or disable maintenance mode for a device Install or upgrade OMSA on a server Configure the SNMP settings of a device Enable or disable monitoring of a device Revalidate a device that is present in the Staging group. Access the configuration viewer that allows you to view the system information collected from a device Add a device by duplication Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select a device.
Sorting the displayed data About this task To sort the data displayed on the Devices, Cases or Collections page, click a column header. The displayed data is sorted and an arrow that indicates the sorting type (ascending or descending) is displayed next to the column title. To reset the sorting, click the column header again.
6 Using Extensions The extensions that are available in SupportAssist Enterprise enable you to extend the SupportAssist Enterprise capability to many devices. You can use the extensions to inventory and add devices that are managed by a systems management console such as Dell OpenManage Essentials or Microsoft System Center Operations Manager (SCOM).
Table 12. Support for setting up a Remote Collector Operating system where SupportAssist Enterprise is installed Support for setting up Remote Collector on a remote server running Windows Support for setting up Remote Collector on a remote server running Linux Windows Yes Yes Linux No Yes NOTE: For the devices that you can assign to a Remote Collector, see the list of devices in the SupportAssist Enterprise Version 1.2 Support Matrix at https://www.Dell.com/ServiceabilityTools.
● You must have administrator privileges on the system running OpenManage Essentials. ● You must have created Account Credentials and a Credential Profile that contains the credentials of the devices that will be inventoried by the adapter. See Creating Account Credentials and Creating Credential Profile. ● The server running SupportAssist Enterprise must have Internet connectivity. ● You must have read-write access to the system drive of the target device.
6. From the Credential profile list, select a Credential Profile that contains the Account Credentials for the device types that will be inventoried by the adapter. 7. Click OK. The Adapter Details overview pane is displayed and devices that are managed by OpenManage Essentials are inventoried in SupportAssist Enterprise. Figure 16. Adapters page NOTE: If the adapter is not added successfully, you may have to delete the adapter and set it up again.
● ● ● ● ● ○ Microsoft System Center Operations Manager 2012 SP1 ○ Microsoft System Center Operations Manager 2016 Dell Server Management Pack Suite Version 6.3 or 7.0 for Microsoft System Center Operations Manager and System Center Essentials must be installed on the system. For information on the required management packs, see Management packs required by Operations Manager. You must have administrator privileges on the system or virtual machine running System Center Operations Manager.
6. If you are setting up the adapter on a Remote Console (RC), select Establish a remote connection with the management group, and perform the following: a. b. c. d. Type Type Type Type the the the the hostname or IP address of the management group. user name and password in the appropriate fields. hostname or IP address of the Remote Console. user name and password in the appropriate fields.
Table 13.
The name you enter is used to represent the adapter in SupportAssist Enterprise. If you do not enter a name, the host name or IP address that you have entered is used to represent the adapter. c. Type the user name and password in the appropriate fields. 5. From the Credential profile list, select a Credential Profile that contains the Account Credentials for the device types that will be inventoried by the adapter. 6.
The Adapters page is displayed. 2. Select an adapter. The adapter overview pane is displayed. Related references Adapters on page 210 Adapter overview pane on page 214 Viewing devices inventoried by the adapter Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2.
● ● ● ● Credentials of the server where the adapter is set up Inventory frequency Credential Profile Name Steps 1. Point to Extensions and click Manage Adapters. The Adapters page is displayed. 2. Select the adapter that you want to edit and click Edit. The Edit Adapter window is displayed. 3. Edit the name, user name, and password as required. 4. Change the update inventory frequency and Credential Profile as required. 5. Click Update. The details of the adapter are updated.
Table 14. Device count and Credential Profile assignment duration Number of devices Time taken to assign a Credential Profile 5 3 minutes 50 15 minutes 100 30 minutes 1000 6 hours 1500 9 hours 2000 12 hours 3000 17 hours Remote Collectors The Remote Collector is a remote instance of SupportAssist Enterprise that collects and uploads system information from devices within a specified IP address range.
Table 15. Hardware requirements (continued) Requirement Processor Installed memory (RAM) Hard drive (free space) For collection of system information from up to 300 devices 4 cores 8 GB 32 GB For collection of system information from up to 1000 devices 8 cores 8 GB 60 GB For collection of system information from up to 4000 devices 8 cores 16 GB 90 GB Network requirements The following are the network requirements of the server where the Remote Collector is set up.
Table 17.
Setting up Remote Collector Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The server where you want to set up the Remote Collector must be reachable from the server where SupportAssist Enterprise is installed. ● Port 5700 must be open on both the server running SupportAssist Enterprise and the server where you want to set up the Remote Collector.
5. Type the user name and password in the appropriate fields. 6. To assign devices to the Remote Collector by using hostname expressions: a. Select Hostname. b. Type the hostname expression or hostname expressions of the devices that you want to assign to the Remote Collector. NOTE: The hostname expression can only include *, ?, or alphanumeric characters. c. To add multiple hostname expressions, click Add another expression, and then type the hostname expressions of the devices. 7.
Related references Remote Collectors on page 214 Set Up Remote Collector on page 216 Viewing collections for devices associated with a Remote Collector About this task Collections that are performed by Remote Collectors can only be viewed by manually accessing the collection file. Steps 1. Log in to the server where the Remote Collector is set up. 2.
Figure 19. Remote Collector overview pane Related references Remote Collectors on page 214 Remote Collector overview pane on page 217 Viewing devices associated with a Remote Collector Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. Steps 1. Point to Extensions and click Manage Remote Collectors. The Remote Collectors page is displayed. 2. Select a Remote Collector.
About this task You can edit the name, IP address range, user name, and password of a Remote Collector based on your preference. Steps 1. Point to Extensions and click Manage Remote Collectors. The Remote Collectors page is displayed. 2. Select the Remote Collector that you want to update and click Edit. The Edit Remote Collector window is displayed. 3. Edit the name, IP address range, user name, password, proxy details, and the proxy exclusion list as required. 4. Click Update.
7 Device grouping SupportAssist Enterprise has two predefined device groups—Default and Staging—that help you in managing the devices that you add. Depending on your requirement, you can also create custom device groups to manage certain devices as a group.
Predefined device groups The predefined device groups available in SupportAssist Enterprise are as follows: ● Default group — Contains devices that you have assigned to the Default group. By default, all devices that are discovered successfully are assigned to this group, unless you assign the device to any other group. ● Staging group — Contains devices that were only discovered partially while you tried to add them because certain requirements were not met.
Managing devices in a device group After creating a device group, you can select the devices you want to add or remove from the device group. Prerequisites ● Ensure that you have already created a device group. See Creating a device group. ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users.
Managing the credentials of a device group If device types within the device group have the same credentials, you can configure common credentials for each device type within the device group. Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. ● You must have created a Credential Profile. See Creating Credential Profile.
7. Select the preferred contact method, preferred contact hours, and time zone. 8. To enter the shipping information and parts dispatch details, follow steps 2 to 6 in Updating dispatch details on page 108. NOTE: If the Technical Support agent determines that a part must be replaced in your system to resolve a support case, the replacement part is dispatched with your consent to the provided address.
8 Managing device credentials SupportAssist Enterprise requires the device credentials to add devices and to collect system information.
Figure 23. Manage Account Credentials page 2. Click Add Credentials. The Add Account Credentials window is displayed. Figure 24. Add Account Credentials window 3. In the Name field, type a unique name for the Account Credentials. 4. From the Device Type list, select the type of device. 5. Type the credentials of the selected device type: NOTE: The credentials that you enter must have Administrator rights.
● For Software, from the Software type list, select the software type, and then type the user name and password in the appropriate fields. ● For Solution devices, enter the SSH and REST credentials in the appropriate fields. ● For Networking devices, type the user name, password, community string, and enable password of the device in the appropriate fields.
Editing Account Credentials Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. About this task You can edit the Account Credentials based on your requirement. For example, you must edit the Account Credentials whenever there is a change in the credentials of the associated device type. Steps 1. Point to Devices > Manage Credentials and click Account Credentials.
Steps 1. Point to Devices > Manage Credentials and click Account Credentials. The Manage Account Credentials page is displayed. Figure 26. Manage Account Credentials page 2. Select the Account Credentials that you want to delete and click Delete. The Delete Account Credentials window is displayed. 3. Click Yes.
Figure 27. Manage Credential Profiles window 2. Click Create Profile. The Create Credential Profile window is displayed. Figure 28. Create Credential Profile window 3. In the Name box, type a unique name for the Credential Profile. 4. Select the device type you want to include in the profile. For Server / Hypervisor, Software, and Solution, click + to expand the list of device types. The Account Credentials list is enabled for selection. 5.
Related references Manage Credential Profiles on page 207 Add Credential Profile on page 207 Assigning Credential Profile Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select one or more devices and from the Assign Credential Profile list, select a Credential Profile.
Figure 29. Manage Credential Profiles window 2. Select the Credential Profile that you want to edit and click Edit. The Edit Credential Profile window is displayed. 3. Select the device type for which you want to edit Account Credentials. The Account Credentials list is enabled for selection. 4. From the Account Credentials list, select the Account Credentials that you want to assign to the device type. 5. Click Update. The Credential Profile is updated.
Related references Manage Credential Profiles on page 207 102 Managing device credentials
9 Maintaining SupportAssist Enterprise capability The changes that occur in your company’s IT setup over a period of time may require configuration or updates in SupportAssist Enterprise. To maintain SupportAssist Enterprise capability over a period of time for all your devices, you may be required to: ● Enable monitoring of devices. See Enabling or disabling monitoring of a device.
About this task For devices that SupportAssist Enterprise can monitor, you can enable monitoring while adding the device. Depending on your requirement, you can also enable or disable monitoring of a device at any time from the Devices page. For SupportAssist Enterprise to automatically create a support case when a hardware issue occurs on a device, monitoring must be enabled for that device. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2.
Performing deep discovery Prerequisites A Credential Profile must be assigned to the device. About this task Deep discovery enables you to discover a device and its associated device types. See Deep discovery. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select the device for which you want to perform deep discovery. The device overview pane is displayed at the right side of the Devices page. 3. From the Tasks list, select Perform deep discovery.
Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select the server where you want to install or upgrade OMSA. The device overview pane is displayed at the right side of the Devices page. 3. From the Tasks list, select Install / Upgrade OMSA. NOTE: If SupportAssist Enterprise does not support the installation or upgrade of OMSA on the server that you have selected, the Install / Upgrade OMSA option is disabled. Figure 32.
● You must have read-write access to the system drive of the target device. About this task Configuring SNMP settings sets the alert destination of a device, and ensures that alerts from the device are forwarded to the server where SupportAssist Enterprise is installed. If the SNMP settings of a device are not configured, the status column on the Devices page displays an appropriate message. You can use the Configure SNMP option to automatically configure the SNMP settings of a device.
The Status column on the Devices page displays the status of the SNMP configuration. Related references Support for automatically configuring SNMP settings on page 156 Viewing and updating the contact information You can update the primary contact details and also provide secondary contact information. If the primary contact is unavailable, Dell will contact your company through the secondary contact.
4. Select the preferred contact hours during which Dell can contact you, if necessary. 5. Select the time zone and type your shipping address in the appropriate fields. 6. Type any specific dispatch related information in the Dispatch notes section. NOTE: If a device is moved to a different location, ensure that the dispatch preferences and shipping information are updated. 7. For Brazil only: Type the CNPJ and IE numbers. 8. Click Apply.
NOTE: SupportAssist Enterprise supports Windows NT LAN Manager (NTLM) and basic proxy authentication protocols. 3. Type the host name or IP address, and port number of the proxy server in the appropriate fields. NOTE: If the user name and password required to connect to the proxy server are not provided, SupportAssist Enterprise connects to the proxy server as an anonymous user. 4.
Figure 34. Network Connectivity Test page NOTE: The network connectivity test does not verify the following: ● Ports used by SupportAssist Enterprise ● Internet connectivity of the server where the Remote Collector is set up By default, SupportAssist Enterprise automatically tests connectivity to the dependent resources every day at 11 p.m. (time as on the server where SupportAssist Enterprise is installed), and displays the result in the Status column.
Testing the case creation capability About this task You can use the Case Creation test to ensure that support case creation is working prior to an actual alert that would automatically create a support case. Steps 1. In the SupportAssist Enterprise header area, point to the user name link, and then click SupportAssist Enterprise Test. The SupportAssist Enterprise Test page is displayed. 2. Select the check box for the Case Creation test. Figure 35. Testing case creation 3. Click Run Tests.
Figure 36. Clear System Event Log option The device overview pane is displayed at the right side of the Devices page. 3. From the Tasks list, select Clear System Event Log. While the SEL is cleared from a device, the device displays a Clearing System Event Log status in SupportAssist Enterprise. After the SEL is cleared successfully, the device displays a System Event Log cleared status.
By default, automatic update is enabled for the SupportAssist Enterprise application, policy files, product support files, and the adapter. This ensures that SupportAssist Enterprise is automatically updated whenever an update is available. You can choose to enable or disable the automatic update of a specific component based on your preference. For instructions to enable or disable automatic updates, see Enabling or disabling automatic updates.
NOTE: Devices that are inventoried and added in SupportAssist Enterprise through an adapter cannot be deleted. Those devices are deleted automatically from SupportAssist Enterprise when either the adapter is deleted or the devices are removed from the systems management console. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select the devices that you want to delete. 3. Click Delete. The Confirm Device Deletion window is displayed. Figure 37. Delete option 4.
10 Configuring email notifications By default, SupportAssist Enterprise is configured to send an email notification when a support case is created automatically. SupportAssist Enterprise can also send email notifications about maintenance mode, device status, and network connectivity status. Depending on your preference, you can configure the following email notification settings: ● Disable the case creation email notification and/or select the preferred language for email notifications.
Configuring SMTP server settings Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task NOTE: Configuring the SMTP server settings is optional. If your company utilizes an SMTP server (email server), Dell recommends that you configure the SMTP server settings in SupportAssist Enterprise.
Table 19. Types of email notifications (continued) Email notification type When the email notification is sent Origin of the email notification Inactive notification If SupportAssist Enterprise is not monitoring any device and no device has been added in the past 30 days. SupportAssist server hosted by Dell Connectivity test alert At 11 p.m. each day (date and time as on the server where SupportAssist Enterprise is installed).
11 Configuring collection settings By default, when registration is complete, SupportAssist Enterprise automatically collects system information from all devices at periodic intervals. SupportAssist Enterprise also collects system information automatically from a device when a support case is created for an issue with the device.
● If you have added a server in SupportAssist Enterprise by using the iDRAC IP address (agentless monitoring), the iDRAC credentials that you entered must have administrator privileges. ● The local system must have internet connectivity for uploading the collected system information to Dell. ● For collecting system information from ESX and ESXi only, ensure that SFCBD and CIMOM are enabled.
2. In Automatically collect system state information, select or clear the Starting from day N of every month at 11 PM option. 3. Click Apply. Related references Preferences on page 218 Enabling or disabling the collection of identity information Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users.
NOTE: If you have disabled the collection of identity information from devices, the identity information such as hostname, IP address, and so on, are replaced by tokenized values in the collected system information. The tokenized values are represented as TOKENn—for example, TOKEN0, TOKEN1, or TOKEN2. 3. Click Apply.
12 Viewing collections SupportAssist Enterprise collects system information from each device that you have added and sends the information securely to Dell. Typically, the system information is collected as follows: ● Periodically — At regular intervals, depending on the predefined collection start date specified in the Preferences page. ● On case creation — When a support case is created for an issue that has been identified by SupportAssist Enterprise.
Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select the device for which you want to view collections. The device overview pane is displayed at the right side of the Devices page. The Collections field displays No Collections in the following scenarios: ● No collections have been performed from the device ● The device is associated with a Remote Collector 3. From the Collections list, select a collection date and time. Figure 38.
Steps 1. Point to Collections and click View Collections. The Collections page is displayed. 2. Select a collection that you want to view. Figure 39. View Collection option The collection overview pane is displayed. NOTE: The View Collection or Download Collection option is disabled if the collection was performed by a Remote Collector. 3. Click View (for server collections) or Download (for all other device types and multiple device collections).
User interface Description Left pane Displays the various categories and sub categories of system information in an expanded tree format. A category may display a warning or critical icon to indicate the health status roll-up of its subcategories. When you can click a category, the category is expanded, enabling you to view its sub categories. You can click Expand All or Collapse All to quickly expand or collapse all categories. Divider Is displayed between the left and right panes.
To toggle the views, click at the appropriate side of the slider. Log types You can use the configuration viewer to access two types of logs from the system information that is collected by SupportAssist Enterprise: Log types Description Structured logs Contain application logs, Embedded Server Management (ESM) logs, smart logs, and event logs. When you click the Structured Logs category, the configuration viewer displays the list of available structured logs.
Table 20.
Table 20.
Figure 41. Download Collection option The collection overview pane is displayed. 3. Click Download Collection. You are prompted to open or save the collection file. 4. Save the collection file. 5. Extract the multiple device collection .zip file. 6. Open the folder where you extracted the collection file. 7. Double-click the index.html file. The multiple device configuration viewer opens in a new web browser window.
Figure 42. Multiple device configuration viewer NOTE: The Configuration Viewer does not support viewing the system information collected from storage devices with Fluid File System (FluidFS).
13 Using SupportAssist Enterprise to collect and send system information SupportAssist Enterprise automates the collection of system information from your Dell devices both periodically and on case creation. If required, you can also manually start the collection and upload of system information to Dell at any time. You can choose to start the collection of system information from a single device or multiple devices.
● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task When a support case is opened or updated for a device, SupportAssist Enterprise automatically collects system information from that device, and uploads the information to Dell. If necessary, you can also manually start the collection of system information from a device.
Figure 44. Collection status The Name/IP Address column on the Devices page displays a progress bar and a message that indicate the status of the collection and upload of system information to Dell. NOTE: If you want to cancel the collection of system information, click the progress bar. icon that is displayed next to the NOTE: Until the collection is complete, the check box that is used to select the device is disabled.
Figure 45. Starting a multiple device collection The Multiple Device Collection window is displayed. 5. (Optional) Type a name for the collection bundle, support case number, and the name or email address of the Technical Support contact. 6. If you want SupportAssist Enterprise to upload the collection bundle to Dell, ensure that the Upload Collection option is selected. NOTE: If you clear the Upload Collection option, the collection bundle is saved, but not uploaded to Dell.
Uploading a collection Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task You can use the Upload option available in the Collections page to upload collections to Dell. You may choose to upload a collection in the following scenarios: ● Collection of system information was successful, but upload of the collection was unsuccessful.
● For storage, networking, or multiple device collections only — On the Collections page, select the collection, and in the collection overview pane, click Download File. ● For other device collections, depending on the operating system, you can access the collection .zip file at the following location: ○ Windows — :\Program Files\Dell\SupportAssist\reports ○ Linux — /opt/dell/supportassist/scripts/reports ● If the collection was performed by a Remote Colle
14 Understanding maintenance mode The maintenance mode functionality suspends the alert processing and automatic case creation capability of SupportAssist Enterprise, thereby preventing the creation of unnecessary support cases during an alert storm or a planned maintenance activity. If an alert storm is received from a monitored device, SupportAssist Enterprise automatically places the device in maintenance mode.
Enabling or disabling global-level maintenance mode Enabling global-level maintenance mode suspends the automatic case creation capability for all devices. Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 141 and Granting elevated or administrative privileges to users on page 143. Steps 1. Point to Settings and click Preferences. The Preferences page is displayed. 2.
Figure 48. Maintenance mode options If maintenance mode is enabled for a specific device, the maintenance mode icon is displayed with the name of the device on the Devices page. If you disable maintenance mode for a device, the maintenance mode icon is removed from the device name.
15 SupportAssist Enterprise user groups SupportAssist Enterprise maintains security and privileges through the following user groups that are created during the installation of SupportAssist Enterprise: ● SupportAssistAdmins — Users who are members of this group have elevated or administrative privileges required for performing both basic and advanced functions in SupportAssist Enterprise.
Table 22.
Table 22.
Adding users to the SupportAssist Enterprise user groups - Linux Prerequisites Ensure that you are logged in to the server where SupportAssist Enterprise is installed with root privileges. Steps 1. Open the terminal window. 2.
16 Manually configuring SNMP settings Configuring the SNMP settings (alert destination) of a device ensures that SupportAssist Enterprise receives alerts from the device. SupportAssist Enterprise can automatically configure the SNMP settings of Dell servers. For Dell chassis and networking devices, you must manually configure the SNMP settings.
● ● ● ● ● ● ● Windows Server 2008 SP2 (32-bit) Windows Small Business Server 2008 Windows Small Business Server 2011 Windows Server 2012 Windows Server 2012 R2 Windows Server 2016 Server Core for Windows Server 2012 Steps 1. On the server where SupportAssist Enterprise is installed, browse to the :\Program Files\Dell\SupportAssist\scripts folder. 2. Copy the script file (WindowsSNMPConfig.
Manually configuring the alert destination of a server by using the script file on a server running Linux Prerequisites ● Net-SNMP must be installed on the system. For information on installing Net-SNMP, see Installing Net-SNMP on a server running Linux on page 159 ● Ensure that you have root privileges on the device. The script file is supported only on devices running the following operating systems: ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Red Hat Enterprise Linux 5.
Manually configuring the alert destination of a server running Linux Perform the following steps to manually configure the alert destination of a server running Linux: Steps 1. Run the command rpm -qa | grep snmp, and ensure that the net-snmp package is installed. 2. Run cd /etc/snmp to navigate to the snmp directory. 3. Open snmpd.conf in the VI editor (vi snmpd.conf). 4. Search snmpd.conf for # group context sec.model sec.
iDRAC is now configured to forward alerts to the server where SupportAssist Enterprise is installed. NOTE: For information on configuring the alert destination of an iDRAC using other methods, see the “Configuring IP Alert Destinations” section in the iDRAC User’s Guide at https://www.Dell.com/idracmanuals. Manually configuring the alert destination of a chassis by using the web interface Prerequisites You must be logged in to the CMC web interface with administrator privileges. Steps 1.
17 Managing SupportAssist Enterprise alerts in TechDirect Dell EMC TechDirect is a centralized support portal that enables administrators in your organization to manage alerts that are created by SupportAssist Enterprise. By default, SupportAssist Enterprise automatically forwards alerts that qualify for support case creation or parts dispatch to Dell EMC.
10. Click Create a new site. The Create a new site window is displayed. 11. Enter a site name in the appropriate field and click Next. The Add Devices to Site window is displayed. 12. Select Connect to an existing SupportAssist Enterprise installation. 13. Enter the registration ID, Service Tag of a device, and phone number in the appropriate fields. NOTE: You can find the registration ID on the About page in SupportAssist Enterprise. 14. Click Finish and then click Close.
Viewing SupportAssist Enterprise alerts in TechDirect About this task You can view SupportAssist Enterprise alerts in TechDirect after you set up TechDirect to receive alerts. Steps 1. Go to https://www.techdirect.com. The TechDirect home page is displayed. 2. Click Sign In and type your TechDirect user name and password. The TechDirect Dashboard is displayed. 3. From the Services menu, click SupportAssist. The SupportAssist page is displayed. 4. In the Manage SupportAssist Alerts tile, click Manage.
Table 23. Alert details (continued) Name Description Administrators can perform all the actions available for users with the role Technician. Administrators can assign an alert to one of their Technician Users. Owner Displays the Technician User who is currently the owner of an alert. NOTE: The Owner field is not displayed in the default view. You can select the Owner field through the Column Preferences link.
18 Other useful information This chapter provides additional information that you may require while using SupportAssist Enterprise.
from an iDRAC, you must ensure that all SNMP Trap options are selected in the Alerts and Remote System Log Configuration section of the iDRAC web console. Benefits of agent-based monitoring Even though Dell's 12th and later generations of PowerEdge servers can be monitored through the agentless (iDRAC) method, agent-based (OMSA) method has the following benefits: ● Alert generation capabilities of OMSA and iDRAC are not the same.
NOTE: The time taken to download OMSA is dependent on the internet download speed and network bandwidth. If the recommended version of OMSA is installed and running on the device, the status of the device is displayed as OK. NOTE: Automatic installation of OMSA through SupportAssist Enterprise is not supported on devices running Citrix XenServer, VMware ESXi, or ESX. To allow SupportAssist Enterprise to detect hardware issues on these devices, you must manually download and install OMSA.
Table 25. Primary device and its associated devices discovered by deep discovery (continued) Primary Device Associated devices discovered by deep discovery Web-scale converged appliances ● Controller VM ● Node (iDRAC / ESX) * On deep discovery of chassis, discovery of the iDRAC (modular servers) is supported only for iDRAC7 or later. NOTE: On deep discovery of a chassis, networking devices associated with the chassis are also discovered.
Table 26. Device grouping in association view Primary Device Associated devices Server ● ● ● ● Chassis ● iDRAC* ● Networking switches Storage PS Series group ● Storage PS Series members ● Storage PS Series FluidFS Storage MD Series Enclosure JBODs Networking - management switch Member switches Web-scale converged appliances ● Controller VM ● iDRAC iDRAC vCenter SCVMM SAN-HQ * Only iDRAC7 or later is displayed under the Chassis node.
Installing Net-SNMP on a server running Linux Prerequisites Ensure that you are logged in to the device with a user account that has root privileges. About this task SupportAssist Enterprise receives alerts that are forwarded from remote devices through an SNMP agent. Net-SNMP consists of a suite of SNMP tools, including an SNMP agent. On devices running Linux operating systems, Net-SNMP must be installed to allow SupportAssist Enterprise to receive alerts. Steps 1.
Ensuring successful communication between the SupportAssist Enterprise application and the SupportAssist server The server where SupportAssist Enterprise is installed must be able to communicate with the SupportAssist server hosted by Dell to: ● Automatically create a support case if there is a problem with a device in your environment. ● Upload the collected system information to Dell.
● application.log. 20171102 .zip ● application.log. 20171103 .zip The log files are purged from storage after 30 days. The log file contains log messages that correspond to the following values (or higher) in the log4j.xml file: FATAL, ERROR, WARN, INFO, and DEBUG, with special values of OFF and ALL. The log4j.xml file is available at :\Program Files\Dell\SupportAssist\config (on Windows) and /opt/dell/supportassist/config (on Linux).
Uninstalling SupportAssist Enterprise - Windows Prerequisites Log in to the server where SupportAssist Enterprise is installed with administrator privileges. Steps 1. Perform one of the following based on the operating system: ● On Windows Server 2012 or 2016, point to the bottom-left corner of the screen, and then click the Start icon. On the Start screen, click the Control Panel tile. On the Control Panel, click Uninstall a program.
Uninstalling SupportAssist Enterprise in silent mode - Linux Prerequisites Ensure that you are logged in to the server where SupportAssist Enterprise is installed with root privileges. Steps 1. Open the terminal window on the system where SupportAssist Enterprise is installed. 2. Browse to the /opt/dell/supportassist/bin folder. 3. Type ./uninstall silent and press Enter.
19 Troubleshooting The following sections provide the information required to troubleshoot issues that may occur while installing and using SupportAssist Enterprise.
● Ensure that the server where you are installing SupportAssist Enterprise has internet connectivity. If the server connects to the internet through a proxy server, enter the proxy server details in the installation wizard. SupportAssist Enterprise registration If you experience any issues with the registration of SupportAssist Enterprise: ● Verify if the server where SupportAssist Enterprise is installed can connect to the internet.
○ To create the SupportAssist Enterprise user groups, open a command prompt as an administrator, and type the following commands: ￭ net localgroup SupportAssistAdmins /add — To create the SupportAssistAdmins user group. ￭ net localgroup SupportAssistUsers /add — To create the SupportAssistUsers user group.
○ Verify if the Secure Shell (SSH) service is running on the device. ○ Verify if SSH password authentication is enabled (enabled by default). ● If you are adding a server by providing the iDRAC details (agentless monitoring), ensure that the iDRAC has an Enterprise or Express license installed. For information on purchasing and installing an Enterprise or Express license, see the “Managing Licenses" section in the iDRAC User’s Guide at www.dell.com/idracmanuals.
Solution ● Ensure that you are logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users on page 143. ● Ensure that the device is reachable from the server where SupportAssist Enterprise is installed. ● Ensure that port 443 is open on the device. ● Ensure that firmware version 4.x or later is installed on the device for the collection of system information.
● Ensure that server where you have set up the adapter or Remote Collector is reachable from the server where SupportAssist Enterprise is installed. ● For Remote Collectors, ensure that the Dell EMC SupportAssist Enterprise service is running on the server where you have set up the Remote Collector. ● For adapters, ensure that the Dell EMC SupportAssist Enterprise OME Adapter or Dell EMC SupportAssist Enterprise SCOM Adapter service is running on the server where you have set up the adapter.
New version of OMSA available If a device displays a New version of OMSA available status: ● Install OMSA on the device by using the Install / Upgrade OMSA option. See Installing or upgrading OMSA by using SupportAssist Enterprise. ● If the installation of OMSA cannot be completed successfully even after repeated attempts, log in to the device and manually download and install the recommended version of OMSA on the device.
○ Verify if the Secure Shell (SSH) service is running on the device. ○ Verify if SSH password authentication is enabled (enabled by default). ○ Verify if the credentials you provided have root, super user, or sudo user rights on the device. If you provide the user name and password of a sudo user, ensure that the sudo user is configured for SupportAssist Enterprise. See Configuring sudo access for SupportAssist Enterprise on a server running Linux on page 159.
Unable to gather system information If a device displays an ● ● ● ● Unable to gather system information status: Click the error status link in the Status column to view the possible resolution steps. Verify if the device is reachable from the server where SupportAssist Enterprise is installed. Verify if the device credentials (user name and password) you provided are correct.
● To reset WBEM, perform the following: 1. Disable WBEM on your device: esxcli system wbem set --enable false. 2. Enable WBEM on your device: esxcli system wbem set --enable true. ● To disable SFCBD, use the following command: /etc/init.d/sfcbd-watchdog stop. Storage If the device is a Storage PS Series array: ● Ensure that Secure Shell (SSH) and SNMP service are running on the device. ● Ensure that you provide the management group IP address of the device in the add device wizard.
Insufficient storage space to gather system information If a device displays an Insufficient storage space to gather system information status, ensure that the server where SupportAssist Enterprise is installed has sufficient free space on the C:\drive. Unable to export collection If a device displays an Unable to export collection status: ● Click the error status link in the Status column to view the possible resolution steps. ● Manually initiate the collection and upload of system information.
○ Verify if the credentials you provided have root, super user, or sudo user rights on the device. If you provide the user name and password of a sudo user, ensure that the sudo user is configured for SupportAssist Enterprise. See Configuring sudo access for SupportAssist Enterprise on a server running Linux on page 159. ○ Verify if the SSH service is running on the device. ○ Verify if SSH password authentication is enabled (enabled by default).
Clearing System Event Log failed Clearing System Event Log failed status, ensure that the following requirements are met and If the device displays a then retry clearing the System Event Log: ● ● ● ● ● The device is reachable from the server where SupportAssist Enterprise is installed. If the device is a member of a domain, the host name of the device is added in the DNS server. The credentials you have provided for the device in SupportAssist Enterprise are correct.
2. Click the Logs tab. 3. Click Clear Log. Maintenance mode If a device displays the Maintenance Mode status: ● Ensure that the issue with the device is resolved. ● If more time is required to resolve the issue, you may place the device in manual maintenance mode. See Enabling or disabling device-level maintenance mode. ● If required, you may place SupportAssist Enterprise in maintenance mode. See Enabling or disabling global-level maintenance mode.
Storage If the device is an Storage PS Series array: ● Ensure that Secure Shell (SSH) and SNMP service are running on the device. ● Ensure that you provide the management group IP address of the device in the add device wizard. If the device is a Storage SC Series array: ● Ensure that the REST service is running on the device. ● Ensure that SupportAssist is enabled in Enterprise Manager.
● Perform the case creation test and ensure that the Ready to Create Cases status is displayed. See Testing the case creation capability. ● Check the application.log file available at :\Program Files\Dell\SupportAssist\logs (on Windows) or /opt/dell/supportassist/ logs (on Linux) to identify if the alert was received successfully by SupportAssist Enterprise.
Verifying the status of SupportAssist Enterprise services on Windows To verify the status of the SupportAssist Enterprise services on Windows operating systems: Steps 1. On the server where SupportAssist Enterprise is installed, click Start > Run. The Run dialog box is displayed. 2. Type services.msc, and then click OK. The Services Microsoft Management Console (MMC) is displayed. 3.
5. To stop the services, type systemctl stop .service and press Enter. 6. To restart the services, type systemctl restart .service and press Enter. NOTE: If you stop one or both of the SupportAssist Enterprise services, ensure that you restart both the services. Tool tips If tool tips are not displayed in Mozilla Firefox: Steps 1. Open Mozilla Firefox, and type about:config in the address bar. 2. If a warning is displayed, click Accept. 3. Verify if the browser.chrome.
20 SupportAssist Enterprise user interface The SupportAssist Enterprise user interface contains the following tabs: ● Cases — Displays the support cases that are present for the devices that you have added in SupportAssist Enterprise. ● Devices — Displays the devices that you have added in SupportAssist Enterprise and their status. You can point to the Devices tab and click the available options to access following pages: ○ Manage Device Groups — Enables you to create and manage devices groups.
In some scenarios, a yellow banner may be displayed at the top of the SupportAssist Enterprise user interface. The following table describes the banners that may be displayed. Table 29. Banners in the SupportAssist Enterprise header area Banner Description Not registered This banner is displayed if you have not completed the registration of SupportAssist Enterprise. The not registered banner displays the following options: ● Register now — To register SupportAssist Enterprise.
• • • • • Manage Credential Profiles Extensions Settings Network Connectivity Test SupportAssist Enterprise test SupportAssist Enterprise Registration Wizard The SupportAssist Enterprise Registration Wizard guides you through the setup and registration of SupportAssist Enterprise. The fields displayed in the pages of the SupportAssist Enterprise Registration Wizard are described in the following sections.
Table 31. Registration Field Description Company Information Company Name The name of the company. Country/Territory The location of the company. Primary Contact Information First Name The first name of the primary contact. Last Name The last name of the primary contact. Phone Number The phone number of the primary contact. Alternate Phone Number The alternate phone number of the primary contact. Email Address The email address of the primary contact.
Summary The Summary page allows you to complete the setup. Click Finish to open the SupportAssist Enterprise Devices page. Login page The following table describes the fields displayed in the SupportAssist Enterprise login page. Table 32. Login page Field Description Username User name required to log in to SupportAssist Enterprise. Password Password required to log in to SupportAssist Enterprise. Login Click to log in to SupportAssist Enterprise.
Table 33. Cases page Column name Description Check box Use to select a support case for performing case management actions. NOTE: The check box is displayed only for cases that were automatically created by SupportAssist Enterprise. Name/IP Address The name, host name, or IP address depending on the information you have provided for the device. The device name is displayed as a link that you can click to open the Devices page. Number The numeric identifier assigned to the support case.
Table 33. Cases page (continued) Column name Description ● ProSupport Plus — The device is covered under a Dell ProSupport Plus service contract. ● ProSupport Flex for Data Center — The device is covered under a ProSupport Flex for Data Center service contract. ● ProSupport One for Data Center Or ProSupport Flex for Data Center — The device is covered under a ProSupport One for Data Center Or ProSupport Flex for Data Center service contract.
The following options available at the top of the device list enables you to perform certain tasks: ● Search by — To search by a specific category of displayed data. The available options are: ○ ○ ○ ○ Service Tag Model Name / IP Address Operating System ● Search term — To enter the search keyword. ● Add Device — To add a single device or to import multiple devices. ● Start Collection — To initiate a single device or multiple device collections.
Table 34. Devices page (continued) Column name Description ￭ Sending collection ￭ Canceling collection ○ For an automated collection that is initiated because a support case was created for a detected hardware issue: ￭ ￭ ￭ Starting collection for support case Collection for support case in progress Sending collection for support case NOTE: If a hardware issue is detected on a device with a Dell Basic Service contract, the automated collection is initiated.
Table 34. Devices page (continued) Column name Description ● SNMP not configured — SNMP settings of the device is not configured. ● New version of OMSA available — A newer version of OMSA is available for installation on the device. ● OMSA installed, reboot the added device — Installation of OMSA is complete on the device. Restart the device for the changes to take effect.
Table 34. Devices page (continued) Column name Description NOTE: The error status may be displayed as a link that you can click to view a description of the issue and the possible resolution steps. You can choose to refine the displayed devices based on the device type, device group, or other criteria. The following are the available options for refining the displayed data: ● Device Type ○ Server ○ Storage ○ Networking ○ Chassis ○ Software ○ Solution ● Groups ○ Default — Displays all devices.
Table 35. Add Single Device Field Description Device Type Displays a list of device types that you can add. The available device types are: ● ● ● ● ● ● ● ● ● ● Chassis Fluid File System (FluidFS) iDRAC Networking Peer Storage (PS) / EqualLogic PowerVault Server / Hypervisor Software Solution Storage Center (SC) / Compellent Host Name / IP Address IP address or host name of the device that you want to add. NOTE: For adding an Storage PS Series storage array, enter the management IP address.
Related tasks Adding Adding Adding Adding Adding Adding Adding Adding Adding Adding a server or hypervisor on page 39 an iDRAC on page 42 a chassis on page 43 a Networking device on page 45 a PowerVault MD Series storage array on page 46 an EqualLogic PS Series storage solution on page 47 a Compellent SC Series storage solution on page 48 a Fluid File System NAS device on page 49 a software on page 50 a solution on page 51 Assign Device Group The Assign Device Group (Optional) page enables you to assign t
Related tasks Importing multiple devices on page 54 Importing Devices The Importing Devices page displays the status and result of the device import. The Importing Devices page displays the following: ● Progress bar that indicates the status of the device import ● Result of the device import ● Total number of devices that are processed The result of the device import is displayed in both text and graphical format.
NOTE: The Save failed devices list option is displayed only if devices could not be discovered. While the device import is in progress, you can click Cancel to stop the device import process. While importing devices that are members of one or more domains by using a .csv file, if SupportAssist Enterprise detects that the credentials of two of those devices of a certain domain are incorrect, the import operation is paused for other devices in that domain.
Table 38. Device overview pane (continued) Field Description ● Disable — To disable monitoring hardware issues that may occur the device. Revalidate To verify if a device present in the Staging group meets the prerequisites for enabling SupportAssist Enterprise capabilities. Software (for Chassis, networking, and other devices) Displays the firmware version installed on the device. iSM (for iDRAC) Displays the iSM version installed on the device.
● Number of completed collections and the total number of collections ● Name assigned to the collection The Cancel button enables you to cancel the collection at any time. NOTE: After the collection of system information is completed, the Multiple Device Collection pane closes automatically, and the collection details are displayed in the Collections page. Device Groups page The Device Groups page allows you to create and manage devices groups.
NOTE: You can use the filter icon displayed in the column titles to filter the displayed data. Related references Device Groups page on page 198 Related tasks Managing devices in a device group on page 91 Manage Contacts The Manage Contacts window allows you to provide the contact information and parts dispatch information for a device group. The following table provides information about the fields displayed in the Manage Contacts window. Table 42.
Table 42. Manage Contacts (continued) Field Description Country / Territory Select the country. Address The address where a replacement component must be dispatched. City / Town State / Province / Region Zip / Postal code Time Zone The time zone of the primary or secondary contact. Dispatch Notes Type and specific dispatch related information. CNPJ For Brazil only: The CNPJ and IE number of your company.
Table 44. Manage Device Discovery Rule Field Description Create Discovery Rule Click to create a discovery rule. Edit Click to edit the discovery rule. Delete Click to delete the discovery rule. Run now Click to discover devices immediately. Name The name that you have provided for the discovery rule. Status The status of a discovery rule.
Table 45. Create or Edit Device Discovery Rule (continued) Field Description ● Software ● Solution ● Storage Center (SC) / Compellent Perform deep discovery To discover devices and their associated device types. Enable Monitoring (may require additional SNMP settings) To allow SupportAssist Enterprise to monitor the device for hardware issues. Configure SNMP to receive alerts from this device To allow SupportAssist Enterprise to configure the SNMP settings of the device.
Table 47. Discovery Rule Current Iteration Status Field Description Status The status of the discovery rule. The following are the available statuses: ● Success — Number of devices added successfully. ● Staging — Number of devices moved to the staging group. ● Inactive — Number of inactive devices. ● Failed — Number of failed devices. Devices The device count. Export CSV Click to export the list of devices that were not discovered as a .csv file.
Related tasks Viewing the device discovery rule overview pane on page 60 Manage Account Credentials The Manage Account Credentials section enables you to configure SupportAssist Enterprise with administrator credentials for each supported device type and credential type. The following table provides information about the options displayed in the Manage Account Credentials section. Table 50. Manage Account Credentials Field Description Add Credentials Click to add Account Credentials.
Table 51. Add Account Credentials (continued) Field Description NOTE: The Community String option is displayed only for the Networking and Peer Storage (PS) / EqualLogic device types. Enable Password The enable password configured on the device. NOTE: The Enable Password option is displayed only for the Networking device type. Operating system type The list of operating system types.
Table 52. Edit Account Credentials (continued) Field Description ● ● ● ● ● ● ● iDRAC Networking Peer Storage (PS) / EqualLogic Server / Hypervisor Software Solution Storage Center (SC) / Compellent Username* The user name required to connect to the device type. Password* The password required to connect to the device type. Community String The community string assigned to the device.
Manage Credential Profiles The Manage Credential Profiles section enables you to apply a set of credentials to a device or group of devices. The following table provides information about the options displayed in the Manage Credential Profiles section. Table 53. Manage Credential Profiles Field Description Create Profile Click to add a Credential Profile. Edit Click to edit a Credential Profile. Delete Click to delete a Credential Profile.
Edit Credential Profile The Edit Credential Profile window allows you to edit Credential Profiles. The following table provides information about the items displayed in the Edit Credential Profile window. Table 55. Edit Credential Profile Field Description Name The name of the Credential Profile. Check box Use to select a device type. Device Type The list of device types that you can select.
Table 56. Collections page (continued) Column name Description the type of collection. For example, manual, periodic, and so on. Collection Date The date when the collection was started. Collection Purpose The reason selected while performing a multiple device collection. Case Number The numeric support case identifier. Upload Status The upload status of the collection. You can choose to refine the displayed collections based on the collection type, device type, or adapter.
Table 57. Collection overview pane (continued) Field Description View Collection (for server collections only) Click to open a collection from a server in the Configuration Viewer. Download Collection (for collections from all other device types and multiple device collections) Click to download the collection as a .zip file. NOTE: The View Collection or Download Collection option is disabled if the collection was performed by a Remote Collector.
Table 58. Adapters (continued) Field Description ● Initial Synchronization — Initial inventory of devices in progress. ● Periodic Synchronization — Automatic periodic inventory of devices is in progress. ● Manual Synchronization — Manually-initiated inventory of devices is in progress. ● Connection lost — The server running SupportAssist Enterprise is unable to connect to the server where the adapter is set up. ● Copy in progress — The adapter installer package is being copied to the system.
Table 59. Set Up Adapter (OpenManage Essentials) (continued) Field Description Host name / IP address The host name or IP address of the server where OpenManage Essentials is installed. Name (Optional) An optional name that you want to use for identifying the adapter in SupportAssist Enterprise. User name The user name required to connect to the server where OpenManage Essentials is installed. Password The password required to connect to the server where OpenManage Essentials is installed.
Table 60. Set Up Adapter (Microsoft System Center Operations Manager) (continued) Field Description User Name The user name required to connect to the server that hosts the Remote Console. Password The password required to connect to the server that hosts the Remote Console. Credential Profile Use to select a Credential Profile that is required to add the devices that are inventoried by the adapter.
Table 61. Set Up Adapter (OpenManage Enterprise) (continued) Field Description ● Monthly Related concepts Adapters on page 72 Related tasks Setting up OpenManage Enterprise adapter on page 77 Adapter overview pane The adapter overview pane displays the details of an adapter and allows you to perform certain operations on that adapter. This pane is displayed when you select an adapter on the Adapters page. Table 62.
Table 63. Remote Collectors (continued) Field Description Delete Click to delete a Remote Collector. Check box Use to select a Remote Collector that you have set up. Name The name that you have provided for the Remote Collector and the host name or IP address of the server where the Remote Collector is set up. Managed Devices The total number of devices that are associated with the Remote Collector. Version The version of the Remote Collector application.
Related tasks Setting up Remote Collector on page 84 Viewing collections for devices associated with a Remote Collector on page 86 Viewing the Remote Collector overview pane on page 86 Viewing devices associated with a Remote Collector on page 87 Editing Remote Collector on page 87 Deleting Remote Collector on page 88 Set Up Remote Collector The Set Up Remote Collector window allows you to set up a Remote Collector.
Related tasks Setting up Remote Collector on page 84 Remote Collector overview pane The Remote Collector overview pane displays details of a Remote Collector. This pane is displayed when you select a Remote Collector in the Remote Collectors page. Table 65. Remote Collector overview pane Field Description Name The name that you have provided for the Remote Collector. IP address The IP address or host name of the server where the Remote Collector. Status The status of the Remote Collector.
Proxy Settings The Proxy Settings page enables you to configure the settings of the proxy server available in your environment. At the top of the Proxy Settings page, the navigation trail is displayed. NOTE: Configuring the proxy settings is required only if the server where SupportAssist Enterprise is installed connects to the internet through a proxy server. The following table provides information about the items displayed in the Proxy Settings page. Table 66.
Table 67. Preferences (continued) Field Description SupportAssist Enterprise application Select this option to automatically download and install the SupportAssist Enterprise application update whenever it is available. Policy files Select this option to automatically download and install the policy files update whenever it is available. Product support files Select this option to automatically download and install the device support update whenever it is available.
Table 67. Preferences (continued) Field Description Include device identification details in the information that is sent to Dell Select this option to allow sending identity information to Dell. NOTE: If you clear this option, settings for the collection of logs and diagnostic data under Collection Data Settings are automatically disabled. Maintenance Mode Temporarily suspend case generation activity (e.g., for purposes of downtime, external troubleshooting, etc.
Table 68. Contact Information (continued) Field Description Time Zone The time zone of the primary or secondary contact. Part dispatch Parts Dispatch Only Select this option if you want only the replacement hardware component to be dispatched to your address. Parts Dispatch with Onsite Service Select this option if you want an on-site technician to replace the dispatched hardware component.
Table 69. SMTP Settings (continued) Field Description Requires authentication Select this option if a user name and password are required to connect to the email server. User Name The user name required to connect to the email server. Password The password required to connect to the email server. Use SSL Select this option to use secure communication for sending emails.
Related tasks Performing the connectivity test on page 111 SupportAssist Enterprise test The SupportAssist Enterprise test page enables you to verify the ability of SupportAssist Enterprise to run specific tasks. At the top of the SupportAssist Enterprise test page, the navigation trail is displayed. You can click Home on the navigation trail to go to the Devices page. The following table describes the fields that are displayed in the SupportAssist Enterprise test page. Table 71.
21 Error code appendix The following table lists the error codes, error messages, and possible resolutions. Table 72. Error code appendix Error code Error message Possible resolution 3000_1 3000_2 3000_3 3000_4 3000_5 An unexpected error occurred during the installation Do one of the following: of Dell OpenManage Server Administrator (OMSA) on ● Select the device in the Devices page, and in the device_name. device overview pane, select Install / Upgrade OMSA from the Tasks list.
Table 72. Error code appendix (continued) Error code Error message Possible resolution 3000_10 3000_12 3000_13 3000_14 An unexpected error occurred during the installation Do one of the following: of Dell OpenManage Server Administrator (OMSA) on ● Select the device in the Devices page, and in the device_name. device overview pane, select Install / Upgrade OMSA from the Tasks list. ● Manually install the recommended version of OMSA.
Table 72. Error code appendix (continued) Error code Error message Possible resolution 3000_44 3000_45 3000_46 3000_49 3000_51 3000_54 3000_55 3000_57 3000_58 3000_59 3000_52 3000_53 An unexpected error occurred during the installation Make sure that port 22 is open and SSH is enabled on of Dell OpenManage Server Administrator (OMSA) on the system, and then do one of the following: device_name.
Table 72. Error code appendix (continued) Error code Error message Possible resolution 5000_2 SNMP settings of the device could not be configured because the integrated Dell Remote Access Controller (iDRAC) does not have the required license installed. Make sure that iDRAC has an Enterprise or Express license installed, and then try to configure the SNMP settings through the Tasks > Configure SNMP option.
Table 72. Error code appendix (continued) Error code Error message Possible resolution 5000_15 SupportAssist Enterprise has configured the SNMP settings successfully, but the automated test to verify that the SNMP settings was unsuccessful. To resolve the issue, verify the network settings and make sure that the SNMP port (162) is open. 6000_01 6000_11 6000_12 6000_13 6000_14 6000_24 SupportAssist Enterprise is unable to clear System Event Log from device_name because of a technical error.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-0006 SupportAssist Enterprise is unable to import devices because the .csv file is not valid. Make sure that the .csv file is valid and then retry the operation. SA-0007 SupportAssist Enterprise is unable to import devices because the imported file does not contain a valid header. Make sure that the system running SupportAssist Enterprise and the imported file contains a valid header.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-0050 SupportAssist Enterprise is unable to add the device_name because of an unknown error. Verify if the device is supported by SupportAssist Enterprise. For the list of supported device models, see the SupportAssist Enterprise Version 1.2 Support Matrix at Dell.com/ServiceabilityTools. SA-0055 SupportAssist Enterprise is unable to add the device_name because the device is not supported.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-0130 SupportAssist Enterprise is unable to add the For troubleshooting steps, see Unable to add the device_name because the SSL encryption level of the device. device is set to 256 bit or higher. SA-0135 SupportAssist Enterprise is unable to add the device_name because the device type that you selected is incorrect. Ensure that you select the correct device type and then try again.
Table 72. Error code appendix (continued) Error code Error message Possible resolution credentials. For information on the required services, see Other services. SA-1040 SupportAssist Enterprise is unable to edit the credentials of the device_name because the SSL encryption level of the device is set to 256 bit or higher. For troubleshooting steps, see Unable to edit device credentials.
Table 72. Error code appendix (continued) Error code Error message Possible resolution problem persists, contact Technical Support for assistance. SA-4125 SA-4130 SupportAssist Enterprise is unable to collect system information from the device_name because an attempt to connect to the device is unsuccessful. ● Make sure that Symbol SDK service is running on the device. ● To retry collecting the system information, select the device and click Start Collection.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-4185 SupportAssist Enterprise is unable to collect system information from the device_name because of an attempt to connect to the device is unsuccessful. ● Make sure SupportAssist Enterprise is updated with the credentials of a user account that has root privileges. See Configuring sudo access for SupportAssist Enterprise (Linux).
Table 72. Error code appendix (continued) Error code Error message Possible resolution because an attempt to connect to proxy server is unsuccessful. ● Make sure that the proxy server is reachable. ● To retry collecting the system information, select the device and click Start Collection. If the problem persists, contact your network administrator for assistance.
Table 72. Error code appendix (continued) Error code Error message Possible resolution ● SupportAssist Enterprise Adapter service is running. SA-20030 SupportAssist Enterprise is unable to reach the system where the adapter is installed. Verify the following and then retry: ● Management Group credentials are correct. ● Adapter is connected to the Management Group. ● SupportAssist Enterprise Adapter service is running.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-20115 SupportAssist Enterprise is unable to start the adapter service on the system. Ensure that the installation of the adapter is successful and the configuration file has the correct values. SA-20120 SupportAssist Enterprise is unable to copy the configuration file. Ensure that the configuration file that is generated is not empty and the system is reachable.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-20180 SupportAssist Enterprise is unable to set up the adapter adapter_name because the Microsoft System Center Operations Manager service is not running on the remote system. Ensure that the Microsoft System Center Operations Manager service is running and then retry the operation.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-30408 SupportAssist Enterprise is unable to update the details of the Remote Collector Remote Collector_name because the name is already in use by another Remote Collector. Provide any other name and retry. SA-30409 SupportAssist Enterprise is unable to update the details of the Remote Collector Remote Collector_name because the credentials of the Remote Collector are incorrect.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-30421 SupportAssist Enterprise is unable to set up the Remote Collector Remote Collector_name because the Remote Collector installation was not successful. Ensure that the remote system is compatible with the hardware and software requirements for setting up a Remote Collector.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-30434 SupportAssist Enterprise is unable to set up the Remote Collector Remote Collector_name because the operating system installed on the remote system is not of 64-bit architecture. Ensure that you provide the details of a remote system that is running a 64-bit Windows operating system and then retry the operation.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-4165 SupportAssist Enterprise is unable to collect system information from the device device_name because the download of a certificate file could not be completed successfully. ● Verify the firewall and network settings to make sure that download of the certificate file is not blocked. ● To retry collecting the system information, select the device and click Start Collection.
Table 72. Error code appendix (continued) Error code Error message Possible resolution If the problem persists, contact Dell Technical Support for assistance. SA-30265 SupportAssist Enterprise has placed the device device_name in the Staging group because the Software service is not running on the device. To add the device, ensure that the software service is running and then revalidate the device.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-20070 SupportAssist Enterprise is unable to connect to the adapter adapter_name because the adapter credentials are either incorrect or do not have the required privileges. Ensure the following and then retry: SA-20075 SupportAssist Enterprise is unable to connect to the adapter adapter_name because of an unknown error. ● The adapter credentials must be correct.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-20662 SupportAssist Enterprise is unable to set up the adapter_name adapter because the adapter installer file is not available at the default location. Reinstall SupportAssist Enterprise and then try setting up the adapter. SA-20664 SupportAssist Enterprise is unable to set up the adapter_name adapter because the installation of another adapter is in progress.
22 Related documents and resources In addition to this guide you can access the following documents that provide more information on SupportAssist Enterprise and the other related products. Table 73. Related documents Document title How to access the document SupportAssist Enterprise Version 1.2 Online Help Click the help icon in the SupportAssist Enterprise user interface. SupportAssist Enterprise Version 1.2 Quick Setup Guide 1. Visit https://www.dell.com/serviceabilitytools. 2.
● ● ● ● ● SupportAssist SupportAssist SupportAssist SupportAssist SupportAssist Enterprise: Enterprise: Enterprise: Enterprise: Enterprise: Creating Account Credentials Creating Credential Profiles Creating Device Discovery Rule Managing SupportAssist Enterprise Alerts in TechDirect Performing Deep Discovery SupportAssist community You can also find video tutorials, peer-to-peer questions, user’s guides, and other useful information on the Dell SupportAssist Enterprise community forum at https://www.
Contacting Dell Prerequisites NOTE: If you do not have an active Internet connection, you can find contact information on your purchase invoice, packing slip, bill, or Dell product catalog. About this task Dell provides several online and telephone-based support and service options. Availability varies by country and product, and some services may not be available in your area. To contact Dell for sales, technical support, or customer service issues: Steps 1. Go to Dell.com/support. 2.
