Users Guide

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.
Auto update
If the auto update of SupportAssist Enterprise, product support files, or policy files is unsuccessful:
1. Perform the network connectivity test and ensure that connectivity to the Dell FTP server is successful. See Performing the
connectivity test.
2. Click the Update Available banner and try installing the update again.
Unable to edit device credentials
If an error message is displayed stating that SupportAssist Enterprise is Unable to edit the credentials of a device:
● 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.
Servers
● If you are editing the credentials of a device running a Windows operating system:
○ Verify if the credentials you provided have administrator rights on the device.
○ Verify if the Windows Management Instrumentation (WMI) service is running on the device.
○ If the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at
https://www.msdn.microsoft.com.
● If you are editing the credentials of a device running a Linux operating system:
○ 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 Secure Shell (SSH) service is running on the device.
○ Verify if SSH password authentication is enabled (enabled by default).
● If the error message states that SupportAssist Enterprise is unable to edit the credentials of the device because the SSL
encryption level of the device is set to 256 bit or higher:
1. Download the https://www.azulsystems.com/products/zulu/cryptographic-extension-kit available at the Azul Systems
website.
2. Extract the downloaded file.
3. Copy the local_policy.jar and US_export_policy.jar files and paste them at the following location on the
system where SupportAssist Enterprise is installed:
○ On Windows: <Drive where SupportAssist Enterprise is installed>:\Program Files\Dell
\SupportAssist\jre\lib\security
○ On Linux: /opt/dell/supportassist/jre/lib/security
4. Restart the SupportAssist service and retry the operation.
Troubleshooting
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