Users Guide

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. For information on enabling SupportAssist in Enterprise
Manager, see the Dell Enterprise Manager Administrator's Guide at https://www.Dell.com/storagemanuals.
If the device is a FluidFS NAS device, ensure that SSH service is running on the device.
Networking
● Ensure that Secure Shell (SSH) and SNMP service are running on the device.
● If the enable password is configured on the device, ensure that you provide the enable password in the add device wizard.
Chassis
Ensure that Secure Shell (SSH) service is running on the device.
Software
● For troubleshooting HITKIT collection:
○ Ensure that Secure Shell (SSH) service is running on the system.
○ Ensure that you have root credentials for the SSH connection. SupportAssist Enterprise uses the SSH protocol to
connect to the system.
● For troubleshooting SAN HQ device:
○ Check the server installation details of Dell SAN Headquarters device from the registry entry: HKLM\SOFTWARES\
\PerformanceMonitor.
○ Ensure that the value of the install type attribute is "Full" and logdir attribute has a value.
○ Ensure that the WMI and EQLPerfX services are running on the device.
Solution
● Ensure that the device is reachable from the server where SupportAssist Enterprise is installed.
● Verify if the assigned Account Credentials (user name and password) you provided are correct.
Automatic case creation
If an issue occurs on a device, but a support case is not created automatically:
NOTE:
SupportAssist Enterprise does not create a support case for every alert received from a monitored device. A
support case is created only if the alert type and number of alerts received from a device match with the criteria defined by
Dell for support case creation.
● Ensure that the device is a server, storage, networking switch, or chassis.
● Ensure that monitoring is enabled for the device in SupportAssist Enterprise. See Enabling or disabling monitoring of a
device.
● Ensure that the device is configured to forward alerts to the server where SupportAssist Enterprise is installed.
● Perform the network connectivity test and ensure that the connectivity to the SupportAssist server is successful. See
Performing the connectivity test.
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Troubleshooting