Users Guide

○ 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 (Linux) on page 108.
○ 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.
Storage
If the device is an EqualLogic PS storage 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 Compellent SC series storage 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.
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, networking switch, or chassis.
● Ensure that monitoring is enabled for the device in SupportAssist Enterprise. See Enabling or disabling monitoring of a
device.
Troubleshooting
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