SupportAssist Enterprise Version 1.1 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...................................................................................................................... 9 What is new in this release................................................................................................................................................9 Overview of supported device types............................................................................................................................
Adding a chassis........................................................................................................................................................... 41 Adding a Networking device..................................................................................................................................... 42 Adding a PowerVault MD Series storage array....................................................................................................
Editing adapter............................................................................................................................................................. 76 Deleting adapter...........................................................................................................................................................77 Remote Collectors.................................................................................................................................................
Enabling or disabling the collection of software information and the system log............................................ 112 Enabling or disabling the automatic upload of collections......................................................................................112 Chapter 11: Viewing collections...................................................................................................113 Viewing a collection from the Devices page.............................................................
Configuring sudo access for SupportAssist Enterprise (Linux)........................................................................... 142 Ensuring successful communication between the SupportAssist Enterprise application and the SupportAssist server.................................................................................................................................................. 143 Accessing the SupportAssist Enterprise application logs.......................................................
Chapter 18: SupportAssist Enterprise user interface..................................................................164 SupportAssist Enterprise Registration Wizard......................................................................................................... 166 Welcome...................................................................................................................................................................... 166 Proxy Settings.............................................
1 Overview SupportAssist Enterprise is an application that automates technical support for your Dell server, storage, and networking devices. SupportAssist Enterprise monitors your Dell 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.
● Collect system information from management and monitoring software such as VMware vCenter, Microsoft System Center Virtual Machine Manager (SCVMM), Dell EqualLogic SAN Headquarters (SAN HQ), and Host Integration Toolkit for VMware / Virtual Storage Manager (HIT Kit / VSM) ● Periodic collection of system information from all devices on a specific day of each month ● Enable or disable the automatic upload of collections ● Search for devices, cases, or collections based on specific criteria ● Set the number
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 Automated support case creation When a hardware failure is detected either proactively or predictively, a Service Request is automatically created with Technical Support. Automated email notification An email notification about the support case or issue is automatically sent to your company’s primary and secondary SupportAssist Enterprise contacts.
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. System information is collected from one device at a time based on the predefined collection start day and time that is specified in the Preferences page.
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.
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. To receive the full benefits of SupportAssist Enterprise, you must enable all the system information collection options. Downloading the SupportAssist Enterprise installation package Prerequisites The system must have Internet connectivity.
Table 2. Upgrading and migrating to SupportAssist Enterprise (continued) If you have installed… Do this… SupportAssist for Microsoft System Center Operations Manager Version 1.0 or 1.1 Minimum requirements for installing and using SupportAssist Enterprise The following sections describe the minimum hardware, software, and networking requirements for installing and using SupportAssist Enterprise.
high resource utilization may affect other applications that are running on the monitoring server, if the resources are shared with other applications. Software requirements You can install SupportAssist Enterprise on a supported Windows or Linux operating system. After installing SupportAssist Enterprise, you can view the SupportAssist Enterprise user interface by using a web browser.
NOTE: On Linux operating systems, SupportAssist Enterprise can also be viewed using the native web browser version. NOTE: To open SupportAssist Enterprise by using Internet Explorer: ● In the Security tab, enable Active Scripting. ● In the Advanced tab, enable Play animations in web pages. Network requirements The following are the network requirements on the local system (the server where SupportAssist Enterprise is installed) and remote devices. ● Internet connection — standard 1 GbE network or faster.
Table 5.
Installing SupportAssist Enterprise About this task You can install SupportAssist Enterprise by using either the SupportAssist Enterprise installer package or the OpenManage Essentials installer package. The following sections provide the instructions to install SupportAssist Enterprise on Windows or Linux operating systems.
Steps 1. Right-click the SupportAssist Enterprise installer package and then click Run as administrator. NOTE: Microsoft User Access Control (UAC) requires that the installation is performed with elevated privileges that are obtained only through the Run as administrator option. If you are logged in to the system as an administrator, double-click the installer package to install SupportAssist Enterprise. However, ensure that you acknowledge the Open File - Security Warning dialog box to proceed.
of system information from your devices. Until registration is completed, SupportAssist Enterprise can neither monitor your devices for hardware issues nor automatically collect system information. Installing SupportAssist Enterprise by using the SupportAssist Enterprise installer package (Linux) Prerequisites ● Download the SupportAssist Enterprise installation package for Linux operating systems. See Downloading the SupportAssist Enterprise installation package on page 16.
● Log in to a remote system and access the following web address by using a web browser: https://:5700/SupportAssist NOTE: You can access SupportAssist Enterprise from a remote system only if port 5700 is open on the network.
NOTE: Completing the registration is a prerequisite to receive the full benefits of SupportAssist Enterprise. Without registration, you can only use SupportAssist Enterprise to manually start the collection of system information from your devices. Until registration is completed, SupportAssist Enterprise can neither monitor your devices for hardware issues nor automatically collect system information.
● SupportAssist Enterprise version 1.1 installation package available at Dell.com/SupportAssistGroup. ● OpenManage Essentials version 2.3 installation package available at DellTechCenter.com/OME. NOTE: Before you upgrade SupportAssist Enterprise, ensure that SupportAssist Enterprise is not open in any web browser window. Upgrading SupportAssist Enterprise by using the SupportAssist Enterprise installation package Steps 1.
4. Click Finish. If you had created device groups and device group credentials prior to the upgrade, the following changes occur: ● 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.
The SupportAssist Enterprise login page opens in a web browser window. 5. Type the Microsoft Windows operating system user name and password, and then click Login. The SupportAssist Enterprise Devices page is displayed. If you had created device groups and device group credentials prior to the upgrade, the following changes occur: ● Device group credentials are saved as Credential Accounts and Credential Profiles.
The SupportAssist Enterprise License Agreement is displayed. 6. Read the license agreement and type y to start the installation. After the installation is completed, the SupportAssist Enterprise login page opens in a web browser window. NOTE: If the initialization of the Dell SupportAssist Service takes longer than expected, an error message is displayed. If this issue occurs, close the web browser and try accessing SupportAssist Enterprise later.
● 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.
NOTE: You can also click Register in the About page or on the add devices wizard to open the SupportAssist Enterprise Registration Wizard. NOTE: In Internet Explorer, if the Internet Explorer Enhanced Security Configuration feature is enabled, the SupportAssist Enterprise Registration Wizard is not displayed. Steps 1. On the Welcome page, click Next. SupportAssist Enterprise verifies connectivity to the Internet.
NOTE: Ensure that you use an English keyboard layout to type data in the Phone Number, Alternate Phone Number, and Email Address fields. If a native keyboard layout or non-English language is used to type data in these fields, an error message is displayed. NOTE: After registering SupportAssist Enterprise, you can update the primary contact information and also provide a secondary contact information. If the primary contact is unavailable, Dell will contact your company through the secondary contact.
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 9. Selecting a device type (continued) Device Type Devices that you can add iDRAC 12th and later generations of PowerEdge servers NOTE: To add an iDRAC, you must provide the iDRAC IP address of the server.
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. ● If the device is running a Microsoft Windows operating system, Windows Management Instrumentation (WMI) service must be running on the device.
Figure 4. Add single device window 4. Type the IP address or host name 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 name you enter is used to represent the device in SupportAssist Enterprise.
If the device is a member of a Windows domain, you must provide the user name in the [Domain\Username] format. For example, MyDomain\MyUsername. You can also use a period [ . ] to indicate the local domain. For example, . \Administrator. Example of a Linux user name: root 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.
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 Dell PowerEdge server on page 146. ● The device must be reachable from the server where SupportAssist Enterprise is installed.
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. NOTE: If you have selected the Configure SNMP Settings option, device addition may take some time. The device is added to the device inventory, and the Summary page is displayed. 11.
The Devices page is displayed. 2. Click Add Devices. The Add Single Device or Import Multiple Devices wizard is displayed. 3. From the Device Type list, select Chassis. 4. Type the IP address or host name 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.
● Ports 22 or 161 must be open on the device. ● Secure Shell (SSH) and SNMP services must be running on the device. About this task SupportAssist Enterprise can monitor hardware issues and collect system information from Dell Networking devices. The networking devices that you can add in SupportAssist Enterprise are: ● Dell PowerConnect ● Dell Force10 ● Dell Networking ● Dell X-Series switches ● Dell Wireless Controllers Mobility Series Steps 1. Point to Devices and click View Devices.
Next steps CAUTION: If the device is not configured to forward alerts, SupportAssist Enterprise cannot detect hardware issues that may occur on the device. For monitoring hardware issues that may occur on the device only — Ensure that 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.
2. Revalidate the device. See Revalidating a device on page 54. Related references Add Single Device on page 173 Adding an EqualLogic PS Series storage solution 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. ● Ports 21, 22, and 161 must be open on the device.
Adding a Compellent SC Series storage solution 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. ● Port 443 must be open on the device. ● REST service must be running on the device.
Adding a Fluid File System (FluidFS) NAS 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. ● Ports 22 and 44421 must be open on the device. ● Secure Shell (SSH) service must be running on the device.
Adding a software 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.
● The device must be reachable from the server where SupportAssist Enterprise is installed. ● Port 443 must be open on the device. ● Firmware version 4.x or later must be installed on the device for the collection of system information. About this task SupportAssist Enterprise can monitor hardware issues and collect system information from a Web-Scale Hyper-converged appliance. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Click Add Devices.
About this task You can use the Duplicate feature to quickly add a device that is of the same type as a device that you have already added. For example, if you have already added a remote server, you select that server and click Duplicate to start adding another remote server. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select a device which is of the same type as the device that you want to add. Figure 5. Duplicate option The device overview pane is displayed. 3.
9. Click Finish. The device is added to the device inventory and the Summary page is displayed. 10. Click OK to close the Duplicate Device wizard. Next steps If a message is displayed stating that the device is added to the Staging group: 1. Ensure that all prerequisites for adding the device are met. 2. Revalidate the device. See Revalidating a device on page 54. Importing multiple devices Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges.
Server/hypervisor,10.14.19.28,Rhel,root,Dell_123$,,,yes,yes,, PowerVault,10.14.16.65,PowerVault1,,,,,yes,yes,, chassis,10.14.100.22,Enclosure,root,calvin,,,yes,yes,, PeerStorage(PS) / Equallogic,10.94.101.236,compellent,root,admin@321,,public,yes,yes,, Networking,10.14.26.23,Networking1,Admin,$tores1,$tores1,public,yes,yes,, iDRAC,10.14.28.18,iDRAC11,root,calvin,,,yes,yes,, iDRAC,10.14.217.205,,root,calvin,,,yes,yes,, iDRAC,10.14.217.1,,root,calvin,,,yes,yes,, 6. Click Browse.
Figure 8. Device Import pane The Device Import pane is displayed. The result of the device import operation is as follows: ● Devices that were imported successfully are added to the device inventory. ● Devices that were identified, but did not meet certain prerequisites, are added to the Staging group. For more information on the Staging group, see Predefined device groups on page 65. ● Devices that were not identified are notified as failed devices.
Exporting details of devices that were not imported About this task You can export the details of the devices that were not imported as a .csv file. The exported file contains the device details, description of the issue, and the possible resolution. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. In the Device Import pane, click Save failed device list. The Save As window is displayed. 3. Navigate to the location where you want to save the file and click Save.
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 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. NOTE: SupportAssist Enterprise does not create a support case for every alert received from a monitored device.
NOTE: By default, the case list is grouped by the device name or device IP address. The last refreshed date and time that is displayed in the group header indicates when the case information was last retrieved from Dell. 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.
● 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 with a blue border along the rows. ● If no support cases are present for the device, an appropriate message is displayed. Figure 12. Cases for the device NOTE: When you check for support cases, the latest support cases information is retrieved from Dell for the selected device.
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.
3. Select the support case for which you want to Technical Support to resume case activities. NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist. NOTE: The Resume Activity option is enabled only if you had previously requested to suspend notifications for the selected support case. 4. From the Case Options list, select Resume Activity. The Resume Activity window is displayed. 5.
Related tasks Testing the case creation capability on page 101 Viewing the device inventory About this task To view the device inventory, point to Devices and click View Devices. Figure 14. Device Inventory page NOTE: The Devices page is refreshed automatically every 3 minutes. For information on the fields and details displayed on the Devices page, see Device inventory.
Figure 15. Device overview pane Refining the displayed data About this task You can refine the data displayed on the Devices, Cases or Collections page based on the available options. ● The Devices page can be refined based on collection type, device type, adapter, and remote collectors. ● The Cases page can be refined by device type, case status, service contract of the device, and the source of the case. ● The Collections page can be refined by collection type, device type, and date range. Steps 1.
Clearing the data filter You can clear the data filter you applied on the Devices, Cases or Collections page to view all the available data. Steps displayed in the column header. 1. Click the filtered icon The filtering options are displayed. 2. Click Clear. The user interface displays all the available data. Sorting the displayed data About this task To sort the data displayed on the Devices, Cases or Collections page, click a column header.
5 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.
5. Select the type of contact: ● Primary ● Secondary 6. Type the first name, last name, phone number, alternate phone number (optional), and email address in the appropriate fields. 7. Select the preferred contact method, preferred contact hours, and time zone. 8. In the Parts Dispatch (Optional) section: NOTE: The parts dispatch information is optional.
3. From the Select group actions list, select Edit / Delete Device Group. The Edit / Delete Group window is displayed. 4. Click Delete.
6 Using Extensions The extensions 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.
Table 11. 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 No Linux No No NOTE: For the devices that you can assign to a Remote Collector, see the list of devices in the SupportAssist Enterprise Version 1.1 Support Matrix at https://www.Dell.com/ServiceabilityTools.
NOTE: If you have upgraded from SupportAssist for OpenManage Essentials to SupportAssist Enterprise, the OpenManage Essentials adapter is automatically set up and your devices are inventoried in SupportAssist Enterprise. NOTE: The OpenManage Essentials adapter only inventories devices that are supported by SupportAssist Enterprise. For the list of supported devices, see the SupportAssist Enterprise version 1.1 Support Matrix at https://www.Dell.com/ ServiceabilityTools. Steps 1.
Next steps If the Credential Profile that you selected contains the correct credentials for the inventoried devices, the devices are added to the Default group. Devices for which the credentials are either not correct or not available are moved to the Staging group. NOTE: By default, monitoring is enabled for devices that are added successfully through the adapter. NOTE: The automated support capabilities of SupportAssist Enterprise are not available for devices that are placed in the Staging group.
Figure 20. Set Up Adapter window 3. From the Adapter type list, select System Center Operations Manager. 4. If desired, type a name for the adapter in the appropriate field. The name that 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. 5. If you are setting up the adapter on the management group: a. Type the hostname or IP address of the management group. b.
Management Packs for inventorying devices managed by Operations Manager The following table lists the Dell EMC Server Management Pack Suite Version 6.3 or 7.0 required for SupportAssist Enterprise to inventory devices that are managed by System Center Operations Manager (SCOM). Table 12.
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. In the Refine By pane, click + to expand the adapter list, and then select the adapter. The devices that are inventoried by the adapter are 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. Related references Adapters on page 187 Deleting adapter Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges.
Minimum requirements for setting up a Remote Collector The following sections describe the minimum hardware and networking requirements for setting up a Remote Collector in SupportAssist Enterprise. Hardware requirements The following table provides a summary of the minimum hardware requirements on the server where the Remote Collector is set up. Table 13.
Table 14. Network bandwidth requirements (continued) Requirement Minimum LAN bandwidth* Minimum WAN bandwidth** For collection of system information from up to 300 devices 0.5 Gpbs 10 Mbps For collection of system information from up to 1000 devices 1 Gpbs 20 Mbps For collection of system information from up to 3500 devices 1 Gpbs 20 Mbps * Network bandwidth required for collecting system information from devices within a single site.
Table 16.
Figure 21. Set Up Remote Collector window 3. Type the hostname or IP address of the server where you want to set up the Remote Collector. 4. If desired, type a name for the Remote Collector in the appropriate field. 5. Type the user name and password in the appropriate fields. 6. Type the IP address or IP address ranges of the devices that you want to associate with the Remote Collector. To add multiple IP address ranges, click Add address range, and then type the IP address range of the devices.
● *.10.12.100 ● 10.*.*.* The following IP address range formats are not supported: ● 10.*.*.49 ● 10.*.49.* ● 10.49.*.10 8. Click OK. The Remote Collector (remote instance of SupportAssist Enterprise) is installed and set up on the remote server. NOTE: If the Remote Collector is not added successfully, you may have to delete the Remote Collector and set it up again.
Figure 22. Remote Collector overview pane Related references Remote Collectors on page 191 Remote Collector overview pane on page 193 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 you want to edit 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 Managing device credentials SupportAssist Enterprise requires the device credentials to add devices and to collect system information.
Figure 24. Edit Credentials option 3. Click Edit Credentials. The Edit Credentials window is displayed with the existing device credentials. The device credentials displayed in the Edit Credentials window may vary depending on the selected device type. NOTE: SupportAssist Enterprise does not require you to edit or provide the credentials of the local system (server where SupportAssist Enterprise is installed). For the local system, the Edit Credentials window does not display the user name or password. 4.
Adding 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 Account Credentials are required to create a Credential Profile that you can apply to devices. Depending on your requirement, you can create an Account Credentials for each device type in your environment. Steps 1. Point to Devices > Manage Credentials and click Account Credentials.
● For Chassis, Fluid File System (FluidFS), iDRAC, and Storage Center (SC) / Compellent devices, type the user name and password of the device in the appropriate fields. ● 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, type the user name and password of the device in the appropriate fields.
3. Update the credentials as required. NOTE: Editing the name of the Account Credentials is possible only if the Account Credentials is not assigned to any device. 4. Click Update. The Account Credentials is updated. Devices to which the Account Credentials is assigned are re-validated.
Credential Profiles A Credential Profile is a collection of Account Credentials of various device types. Credential Profiles enable you to assign a set of credentials to your devices, instead of entering the credentials for each device manually.
Figure 30. 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. From the Account Credentials list, select the Account Credentials that you want to assign to the device type.
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. The Credential Profile is assigned to the selected devices. Devices to which the Credential Profile is assigned are revalidated.
Deleting Credential Profile 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 delete a Credential Profile based on your preference. NOTE: You cannot delete a Credential Profile, if the Credential Profile is assigned to a device. Steps 1. Point to Devices > Manage Credentials and click Credential Profiles. The Manage Credential Profiles page is displayed. Figure 32.
8 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.
Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select the device for which you want to enable or disable monitoring. The device overview pane is displayed at the right side of the Devices page. 3. In Monitoring, select Enable or Disable depending on your requirement. Figure 33. Enable or disable monitoring option NOTE: If the registration of SupportAssist Enterprise is not completed, the Enable monitoring option is disabled.
NOTE: The SupportAssist Enterprise recommended version of OMSA may vary depending on the generation of the PowerEdge server and the operating system running on the server. For information on the recommended versions of OMSA, see the SupportAssist Enterprise Version 1.1 Support Matrix at https://www.Dell.com/ServiceabilityTools.
Configuring SNMP settings by using SupportAssist Enterprise Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 130 and Granting elevated or administrative privileges to users on page 132. 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.
The Status column on the Devices page displays the status of the SNMP configuration. Related references Support for automatically configuring SNMP settings on page 141 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.
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. If a user name and password are required to connect to the proxy server, select Requires authentication and then type the user name and password in the appropriate fields. 5.
Figure 36. 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. NOTE: The case creation alert notification email is sent only if the SMTP server (email server) settings are configured in SupportAssist Enterprise. See Configuring SMTP server settings. Steps 1.
Figure 38. 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.
NOTE: After the updates are downloaded and installed, an update successful message is displayed. To view and use the latest updates and enhancements, you must refresh the SupportAssist Enterprise user interface. Information about the SupportAssist Enterprise update is logged in the log file available at the following location based on the operating system where SupportAssist Enterprise is installed: ● On Windows — C:\Program Files\Dell\SupportAssist\logs ● On Linux — /opt/dell/supportassist/logs Enabling o
Figure 39. Delete option The Confirm Device Deletion window is displayed. 4. Click Yes. The device is deleted from the Devices page. NOTE: When a device is deleted, the credentials of the device are deleted immediately from SupportAssist Enterprise. However, the system information collected from the device is not deleted until the purge collections task deletes the collected system information.
information on enabling the periodic collection of system information, see Enabling or disabling the periodic collection of system information from all devices. Steps 1. Point to Settings and click Preferences. The Preferences page is displayed. 2. In Recommendation Report Settings, select or clear the Automatically receive recommendation reports via email option to opt in or opt out from receiving ProSupport Plus recommendation reports through email.
9 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, if the SMTP server (email server) settings are configured.
Configuring SMTP server settings Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 130 and Granting elevated or administrative privileges to users on page 132. About this task If your company utilizes an SMTP server (email server), Dell recommends that you configure the SMTP server settings in SupportAssist Enterprise.
Table 17. Types of email notifications (continued) Email notification type When the email notification is sent Origin of the email notification send the collected system information from the device to Dell. 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).
10 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.
● 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. Enabling or disabling the automatic collection of system information on case creation Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges.
Related references Preferences on page 194 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 on page 130 and Granting elevated or administrative privileges to users on page 132.
3. Click Apply. Related references Preferences on page 194 Enabling or disabling the collection of software information and the system log Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 130 and Granting elevated or administrative privileges to users on page 132.
11 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.
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 40. Selecting a collection If the device is a server, the Configuration Viewer is displayed in a new web browser window.
Figure 41. 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 Collection (for server collections) or Download Collection (for all other device types and multiple device collections). If the collection is from a server, the Configuration Viewer is displayed in a new web browser window.
User interface Description Divider Is displayed between the left and right panes. You can click and drag the divider to the left or right to increase or decrease the viewable area of the right pane. You can also hide the left pane if necessary. To hide the left pane, click the < icon that is displayed at the top of the divider. To view the left pane again, click the > icon that is displayed at the top of the divider.
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, and event logs. When you click the Structured Logs category, the configuration viewer displays the list of available structured logs. You can click any of the listed structured logs to view the details of the log in a new web browser window.
Table 18.
Table 18.
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. You can view the system information collected from each device by accessing the device type menu.
12 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 46. 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 47. 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.
● If SupportAssist Enterprise is installed on a Windows operating system — Browse to C:\Program Files\Dell\SupportAssist\reports and locate the collection .zip file. ● If SupportAssist Enterprise is installed on a Linux operating system — Browse to /opt/dell/supportassist/ scripts/reports and locate the collection .zip file. ● If the collection was performed by a Remote Collector – Log in to the server where the Remote Collector is set up. Browse to X:\bin\Collections\\Resu
13 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 130 and Granting elevated or administrative privileges to users on page 132. Steps 1. Point to Settings and click Preferences. The Preferences page is displayed. 2.
Figure 50. 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.
14 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 20.
Granting elevated or administrative privileges to users About this task You can grant elevated or administrative privileges to users by adding them to specific user groups on the system where SupportAssist Enterprise is installed. The user groups to which a user must be added to grant elevated or administrative privileges vary depending on the operating system where SupportAssist Enterprise is installed.
For example: ● To add an existing user account (for example, User1) to the SupportAssistAdmins user group, type usermod –G SupportAssistAdmins User1 and press Enter. ● To add an existing user account (for example, User2) to the SupportAssistUsers user group, type usermod –G SupportAssistUsers User2 and press Enter.
15 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 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 C:\Program Files\Dell\SupportAssist\scripts folder. 2. Copy the script file (WindowsSNMPConfig.ps1) located in the folder and paste the file at a desired location (for example, C:\temp) on the device. 3.
Manually configuring the alert destination of a server by using the script file (Linux) Prerequisites ● Net-SNMP must be installed on the system. For information on installing Net-SNMP, see Installing Net-SNMP (Linux only) on page 142 ● 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 5.5 (32-bit and 64-bit) ● Red Hat Enterprise Linux 5.7 (32-bit and 64-bit) ● Red Hat Enterprise Linux 5.
Manually configuring the alert destination of a server (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.
16 Other useful information This chapter provides additional information that you may require while using SupportAssist Enterprise.
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. In Dell's 13th or later generation of PowerEdge servers, the alert generation capabilities of OMSA and iDRAC are almost similar. However, alerts from chipset and software RAID are available only through OMSA.
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.
Support for Dell OEM servers Dell OEM-ready devices (either re-branded or de-branded Dell hardware), when added, are classified under the re-branded name and not the original Dell hardware name.
● %root ALL=(ALL) NOPASSWD: ALL — To grant permission to all users in the root group. ● user_name ALL=(ALL) NOPASSWD: ALL — To grant permission to only a specific user. 6. Save the /etc/sudoers file.
● ● ● ● application.log application.log. 20161101 application.log. 20161102 .zip application.log. 20161103 .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 C:\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.
17 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.
￭ net localgroup SupportAssistUsers /add — To create the SupportAssistUsers user group. ○ To add users to the SupportAssist Enterprise users groups, open a command prompt as an administrator, and type the following commands: ￭ net localgroup SupportAssistAdmins /add — To add User1 to the SupportAssistAdmins user group. ￭ net localgroup SupportAssistUsers /add — To add User2 to the SupportAssistUsers user group. ● Verify if the Dell SupportAssist Service is running.
● If the error message states that SupportAssist Enterprise is unable to add 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.
Virtual machine ● Ensure that you are logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users on page 132. ● Ensure that the system hosting the virtual machine is reachable from the server where SupportAssist Enterprise is installed. ● Ensure that the required ports and protocols are enabled on the network. See Network requirements on page 19.
Importing multiple devices If you have problems importing multiple devices by using a .csv file: ● ● ● ● Ensure that the .csv file is valid. If necessary, download the .csv template and use it for importing devices. Ensure that the .csv file is not corrupted. Ensure that you have not edited the header in the .csv file. If some devices are not imported, download the list of failed devices as a .csv file. Then, open the file to see the reason why the devices were not imported.
Unable to configure SNMP If a device displays an ● ● ● ● Unable to configure SNMP status: Ensure that the network settings are correct. Ensure that the SNMP port (162) is open. Ensure that the firewall settings are correct. Configure the SNMP settings of the device by using the Configure SNMP option. See Configuring SNMP settings by using SupportAssist Enterprise. If the SNMP configuration is still unsuccessful, you can manually configure the SNMP.
NOTE: Upgrade from a 32-bit version of OMSA to a 64-bit version of OMSA is not supported. In this scenario, you must uninstall the existing version of OMSA, and install OMSA by using SupportAssist Enterprise. For instructions to install OMSA by using SupportAssist Enterprise, see Installing or upgrading OMSA by using SupportAssist Enterprise on page 95.
Servers ● If you are adding a device by providing the operating system details (agent-based monitoring) and the device is 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 msdn.microsoft.com.
● Ensure that SupportAssist is enabled in Enterprise Manager. For information on enabling SupportAssist in Enterprise Manager, see the 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.
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. See Starting the collection of system information from a single device. If the problem persists, contact Technical Support for assistance.
● If ● ● Ensure that you provide the management group IP address of the device in the add device wizard. 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.
About this task You can perform the following steps to clear the System Event Log by using the iDRAC web console. NOTE: If you want to clear the System Event Log using the command line interface (CLI), connect to the iDRAC over SSH protocol using any telnet client and run the following command: racadm clrsel Steps 1. In the iDRAC web console, click Overview > Server > Logs Page. 2. Click Clear Log.
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.
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.
2. If the services cannot or do not start, open the most recent SupportAssist Enterprise application log file (application.log), and then search for text with a timestamp of when you tried to start the services. The log file may contain a message indicating any user interface startup errors and a possible problem diagnosis. NOTE: You can access the SupportAssist Enterprise application log file (application.log) at the following location depending on the operating system: ● On Windows — C:\Program Files\Dell
NOTE: If you stop one or both of the SupportAssist Enterprise services, ensure that you restart both the services.
18 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.
Table 23. 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. ● Remind me later — To close the 'not registered' banner. The 'not registered' banner is not displayed until you log in to SupportAssist Enterprise again.
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 25. Registration (continued) Field Description 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. SupportAssist Enterprise email notifications will be sent to this email address.
○ Suspend Activity 24 hours — To request Technical Support to suspend activities related to a support case for 24 hours. After 24 hours, Technical Support automatically resumes activities related to the support case. ○ Resume Activity — To request Technical Support to resume activities related to a support case. NOTE: The Resume Activity option is enabled only if you had previously requested to suspend activities related to a support case.
Table 27. Cases page (continued) Column name Description ● Help Desk — The support case was created through the help desk. ● TechDirect — The support case was created through Dell TechDirect. ● Others — The support case was created by contacting Technical Support through any other method. Service Contract The Dell service contract level under which the device is covered. The Service Contract column may display: ● Unknown — SupportAssist Enterprise cannot determine the service contract.
Related tasks Case management options on page 58 Filtering the displayed data on page 62 Clearing the data filter on page 63 Sorting the displayed data on page 63 Devices page The Devices page displays the devices that you have added and status of the SupportAssist Enterprise functionality for each device. In the default view, the Devices page displays all the devices that you have added. At the top of the Devices page, the navigation trail is displayed.
Table 28. Devices page (continued) Column name Description NOTE: When a manually initiated collection is in progress, a the progress bar. Click the icon is displayed next to icon to cancel the collection, if necessary. NOTE: You can cancel a collection only when SupportAssist Enterprise is collecting system information from the device. You cannot cancel a collection while the collected system information is being sent to Dell.
Table 28. Devices page (continued) Column name Description ● ● ● OMSA not installed — OMSA is not installed on the device. SNMP not configured; OMSA not latest — SNMP settings of the device is not configured and the OMSA version installed on the device is prior to the recommended version of OMSA for SupportAssist Enterprise. 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.
Table 28. Devices page (continued) Column name Description ● Maintenance Mode — SupportAssist Enterprise has placed the device in automatic maintenance mode because of an alert storm. No new support cases are created while the device is in maintenance. For more information, see Understanding maintenance mode. 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.
Table 29. 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 IP Address / Host Name IP address or host name of the device that you want to add. NOTE: For adding an EqualLogic storage array, enter the management IP address.
Adding Adding Adding Adding a a a a Compellent SC Series storage solution on page 46 Fluid File System (FluidFS) NAS device on page 47 software on page 48 solution on page 48 Device Credentials The Device Credentials page enables you to provide the credentials required to connect and identify the device. The following table describes the fields displayed in the Device Credentials page. Table 30.
Table 32. Summary page (continued) Field Description Model The model of the device. OS Type The operating system installed on the device. Group The device group to which the device is assigned. Import Multiple Devices The Import Multiple Devices page enables you to add multiple devices by using a .csv file. The following are the items that are displayed on the Import Multiple Devices page: ● Browse — To select a .csv file that contains details of the devices that you want to import. ● Download the .
Device Import pane The Device Import pane displays the status and result of the device import. This pane is displayed in the Devices page when you import multiple devices by using a .csv file. The Device Import pane displays the following: ● Date and time when the device import was started ● 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.
Table 33. Device overview pane (continued) Field Description ○ Configure SNMP — To configure the SNMP settings of the device. Status Displays if the device is reachable from the local system (server where SupportAssist Enterprise is installed). Name Displays the name that you have provided for the device. IP Address / Hostname Displays the IP address or host name of the device. Service Tag Displays a unique, alphanumeric identifier that allows Dell to individually recognize the device.
Multiple Device Collection pane The Multiple Device Collection pane displays the status of the collection from multiple devices. This Multiple Device Collection pane is displayed in the Devices page while the collection of system information from multiple devices is in progress.
Table 36. Manage Devices (continued) Field Description Model Model of the device. For example, PowerEdge M820. Service Tag A unique, alphanumeric identifier that allows Dell to individually recognize each Dell device. Save Click to save the changes you have made. Cancel Click to discard the changes you have made. NOTE: You can use the filter icon displayed in the column titles to filter the displayed data.
Table 37. Manage Contacts (continued) Field Description Postal Code Related references Device Groups page on page 179 Related tasks Viewing and updating the contact information of a device group on page 67 Edit/Delete Device Group The Edit/Delete Device Group window allows you to edit the device group details or delete a device group. The following table provides information about the fields displayed on the Edit/Delete Device Group window. Table 38.
Related concepts Account Credentials on page 86 Related tasks Adding Account Credentials on page 87 Editing Account Credentials on page 88 Deleting Account Credentials on page 89 Add Account Credentials The Add Account Credentials window allows you to add Account Credentials. The following table provides information about the items displayed in the Add Account Credentials window. Table 40. Add Account Credentials Field Description Name Type a name for the Account Credentials.
Table 40. Add Account Credentials (continued) Field Description NOTE: The Software Type option is displayed only for the Software device type. NOTE: If SupportAssist Enterprise is installed on a Linux operating system, adding SCVMM and SAN HQ is not supported. Solution Type The type of solution. The available type of solution is Web Scale. NOTE: The Solution Type option is displayed only for the Solution device type.
Table 41. Edit Account Credentials (continued) Field Description ● ESXi NOTE: The Operating system type option is displayed only for the Server / Hypervisor device type. Software Type The list of software types. The available software types are: ● SCVMM ● vCenter ● SAN HQ ● HIT Kit / VSM for VMware NOTE: The Software Type option is displayed only for the Software device type. NOTE: If SupportAssist Enterprise is installed on a Linux operating system, adding SCVMM and SAN HQ is not supported.
Table 43. Add Credential Profile Field Description Name Type a name for the Credential Profile. Check box Use to select a device type. Device Type The list of device types that you can select.
Collections page The Collections page displays the collections that have been performed successfully. From the Collections page, you can view the collected system information, download multi-device collections, and also upload collections to Dell. At the top of the Collections page, the navigation trail is displayed. The following options available at the top of the collections page are: ● Date Range — To search the collections by a specific date range.
Table 46. Collection overview pane Field Description Name The name assigned of the collection. Upload status The status of the collection upload. Date The date and time when the collection was started. IP Address / Host name The IP address of host name of the device. Service Tag A unique, alphanumeric identifier that allows Dell to individually recognize each Dell device. Collection status The status of the collection from the device.
Table 47. Adapters (continued) Field Description Assigned Devices The total number of devices that are added through the adapter. Version The version of the adapter application. Status The status of the adapter. The status of an adapter may be: ● Connected — SupportAssist Enterprise is able to connect successfully to the adapter. ● Disconnected — SupportAssist Enterprise is unable to connect to the adapter. ● Initial Synchronization — Initial inventory of devices in progress.
Table 48. Set Up Adapter (OpenManage Essentials) Field Description Adapter type Use to select the type of adapter that you want to set up. The available adapter types are: ● OpenManage Essentials — Select to set up the Open Manage Essentials adapter. ● System Center Operations Manager — Select to set up the System Center Operations Manager adapter. Host name / IP address The host name or IP address of the server where OpenManage Essentials is installed.
Table 49. Set Up Adapter (Microsoft System Center Operations Manager) (continued) Field Description Password The password required to connect to the server that hosts the management group. Remote Console Host name / IP address The host name or IP address of the server that hosts the Remote Console. 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.
Remote Collectors The Remote Collector is a remote instance of SupportAssist Enterprise that collects and uploads system information from devices within a specific IP address range. The following table provides information about the options displayed on the Remote Collectors page. Table 51. Remote Collectors Field Description Set Up Remote Collector Click to set up a Remote Collector. Edit Click to edit the details of a Remote Collector. Delete Click to delete a Remote Collector.
Table 51. Remote Collectors (continued) Field Description ● Validation failed — SupportAssist Enterprise could not verify if the remote server meets the prerequisites for setting up the Remote Collector. ● Low disk space — The free hard-drive space on the server where the Remote Collector is set up is less than 500 MB. ● Connection initiated — Displayed when a connection is initiated while connecting to the SupportAssist server.
Table 52. Set Up Remote Collector (continued) Field Description https protocol include iDRAC, Compellent storage arrays, VMware ESX and ESXi, and XC Series of Web-scale Hyperconverged appliances. Related tasks Setting up Remote Collector on page 80 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 53.
Contact Information on page 196 SMTP Settings on page 197 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.
Table 55. Preferences (continued) Field Description NOTE: Dell recommends that you select automatic updates to ensure that SupportAssist Enterprise is up-todate with the latest features and enhancements. 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.
Table 55. Preferences (continued) Field Description 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.) Select this option to set all devices to maintenance mode. While in maintenance mode, no new support cases are opened.
Table 56. Contact Information (continued) Field Description Time Zone The time zone of the primary or secondary contact. Part dispatch (Optional) Address The address where a replacement part must be dispatched. City / Town Country / Territory State / Province / Region Zip / Postal code CNPJ For Brazil only: The CNPJ and IE number of your company.
Network Connectivity Test The Network Connectivity Test page allows you to test SupportAssist Enterprise connectivity to the dependent network resources. At the top of the Network Connectivity Test page, the navigation trail is displayed. The following table describes the fields displayed on the Network Connectivity Test page. Table 58. Connectivity Test Field Description Check box Select the appropriate check boxes to test the connectivity status you want to verify.
Table 59. SupportAssist Enterprise test (continued) Field Description Test The feature that you can test. The available option is Case Creation, which enables you to verify the ability of SupportAssist Enterprise to create a support case with Technical Support. Description Describes the purpose of the test. Status Displays an icon and a message that indicates the test status. The possible statuses are: ● Not validated — The support case creation task has not been tested.
19 Error code appendix The following table lists the error codes, error messages, and possible resolutions. Table 60. 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 60. 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 60. Error code appendix (continued) Error code Error message Possible resolution 3000_42 3000_43 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 Ensure that port 22 is open and SSH is enabled on the of Dell OpenManage Server Administrator (OMSA) on system, and then do one of the following: device_name.
Table 60. Error code appendix (continued) Error code Error message Possible resolution Manually configuring the alert destination of iDRAC by using the web interface on page 137. 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 that is installed. Ensure that iDRAC has an Enterprise or Express license installed, and then try to configure the SNMP settings through the Tasks > Configure SNMP option.
Table 60. Error code appendix (continued) Error code Error message Possible resolution 5000_14 SNMP settings of the device could not be configured because the WMI service is disabled. Manually start the WMI service on the device, and then try to configure the SNMP settings through the Tasks > Configure SNMP option on the device overview pane. 5000_15 SupportAssist Enterprise has configured the SNMP settings successfully, but the automated test to verify that the SNMP settings were unsuccessful.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-0004 SupportAssist Enterprise is unable to import devices because the .csv file is not available at the specified location. Ensure that the .csv file is available at the specified location and then retry the operation. SA-0006 SupportAssist Enterprise is unable to import devices because the .csv file is not valid. Ensure that the .csv file is valid and then retry the operation.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-0045 Identification or cancellation for this device is already in progress. Not applicable. 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 1.1 Support Matrix at https://www.Dell.com/ServiceabilityTools.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-0125 SupportAssist Enterprise is unable to add the device_name because a response was not received within the predefined time limit. Try adding the device again. For additional troubleshooting information, see Unable to add device on page 149. SA-0130 SupportAssist Enterprise is unable to add the For troubleshooting steps, see Unable to add device device_name because the SSL encryption level of the on page 149.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-1035 SupportAssist Enterprise is unable to update the device credentials because a required service is disabled on the device. Ensure that the required services are running on the device, and then retry editing the device credentials. For information on the required services, see Other services on page 163.
Table 60. Error code appendix (continued) Error code Error message Possible resolution ● To retry collecting the system information, select the device and click Start Collection. If the problem persists, contact Technical Support for assistance. SA-4135 SA-4140 SupportAssist Enterprise is unable to collect system information from the device_name because an attempt to connect to the device is unsuccessful. ● Ensure that vSphere SDK service is running on the device.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-4500 SupportAssist Enterprise is unable to send the collected system information from the device_name because the receiving server that is hosted by Dell is unreachable. To retry collecting the system information, select the device and click Start Collection. If the problem persists, contact Technical Support for assistance.
Table 60. Error code appendix (continued) Error code Error message Possible resolution because of an unknown error with reaching the proxy server. ● Ensure 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 60. Error code appendix (continued) Error code Error message Possible resolution SA-20045 SupportAssist Enterprise is unable to reach the adapter adapter_name because the Management Group credentials are incorrect or does not have sufficient privileges. Enter the correct Management Group credentials and retry. SA-20050 SA-20065 SA-20070 SA-20075 SA-20080 SA-20085 SA-20090 SupportAssist Enterprise is unable to reach the adapter adapter_name because of an unknown error. Not applicable.
Table 60. Error code appendix (continued) Error code Error message Possible resolution Essentials services are not running on the remote system. SA-20140 SupportAssist Enterprise is unable to set up the adapter adapter_name on the system device_name because of one of the following: ● OpenManage Essentials is not installed on the system ● The adapter is not compatible with the version of OpenManage Essentials that are installed on the system Ensure that OpenManage Essentials version 2.
Table 60. Error code appendix (continued) Error code Error message SA-20200 SupportAssist Enterprise is unable to edit the adapter Not applicable. adapter_name because the adapter is uninstalled on the remote system. SA-20205 SupportAssist Enterprise is unable to set up the adapter adapter_name because of an error during validation. Delete the adapter and then try setting up the adapter again SA-20210 SupportAssist Enterprise is unable to synchronize devices through the adapter adapter_name.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-30411 SupportAssist Enterprise is unable to update the details of the Remote Collector Remote Collector_name because the provided IP address range IP address_range overlaps with the IP address range of another Remote Collector. Provide a mutually exclusive IP address range and retry.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-30425 SupportAssist Enterprise is unable to set up the Remote Collector Remote Collector_name because SupportAssist Enterprise is already installed on the remote system. Uninstall SupportAssist Enterprise from the remote system and then retry the operation.
20 Related documents and resources In addition to this guide you can access the following guides available on the Dell Support website. Table 61. Related documents Document title How to access the document SupportAssist Enterprise Version 1.1 Online Help Click the help icon in the SupportAssist Enterprise user interface. SupportAssist Enterprise Version 1.1 User's Guide 1. Visit https://www.Dell.com/ServiceabilityTools. 2. Click SupportAssist Enterprise. 3. Click Manuals.
Table 62.
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.
