Users Guide

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Table Of Contents

SupportAssist Enterprise Version 1.1 User's Guide
Overview
- What is new in this release
- Overview of supported device types
- How SupportAssist Enterprise works
- SupportAssist Enterprise capabilities available with Dell service contracts
- System information collected by SupportAssist Enterprise
Getting started with SupportAssist Enterprise
- Setting up SupportAssist Enterprise for the local system
- Setting up SupportAssist Enterprise for remote devices
- Evaluating SupportAssist Enterprise
- Downloading the SupportAssist Enterprise installation package
- Installing, Upgrading, or Migrating to SupportAssist Enterprise
- Minimum requirements for installing and using SupportAssist Enterprise
- Installing SupportAssist Enterprise
- Upgrading SupportAssist Enterprise
  - Upgrading SupportAssist Enterprise by using the SupportAssist Enterprise installation package
  - Upgrading SupportAssist Enterprise by using the OpenManage Essentials installer package
- Migrating to SupportAssist Enterprise
- Using SupportAssist Enterprise without registration
- Registering SupportAssist Enterprise
- Setting up an SELinux enabled system to receive alerts
- Opening the SupportAssist Enterprise user interface
- Logging in to SupportAssist Enterprise
- Logging out of SupportAssist Enterprise
Adding devices
- Device types and applicable devices
- Adding a single device
- Importing multiple devices
- Exporting details of devices that were not imported
- Revalidating a device
Viewing cases and devices
- Viewing all support cases
- Viewing support cases for a specific device
- Case management options
- Viewing the device inventory
- Viewing the device overview pane
- Refining the displayed data
- Filtering the displayed data
- Clearing the data filter
- Sorting the displayed data
Device grouping
- Predefined device groups
- Viewing device groups
- Creating a device group
- Managing devices in a device group
- Managing the credentials of a device group
- Viewing and updating the contact information of a device group
- Editing device group details
- Deleting a device group
Using Extensions
- Types of extensions
- Support for setting up adapter or Remote Collector
- Getting started with inventorying devices managed by OpenManage Essentials or Microsoft System Center Operations Manager
- Adapters
- Remote Collectors
Managing device credentials
- Editing device credentials
- Account Credentials
- Credential Profiles
Maintaining SupportAssist Enterprise capability
- Enabling or disabling monitoring of a device
- Installing or upgrading OMSA by using SupportAssist Enterprise
- Configuring SNMP settings by using SupportAssist Enterprise
- Viewing and updating the contact information
- Configuring proxy server settings
- Connectivity test
  - Viewing the connectivity status
  - Performing the connectivity test
- Testing the case creation capability
- Clearing the System Event Log (SEL)
- Automatic update
  - Enabling or disabling automatic updates
- Deleting a device
- Opting in or opting out from ProSupport Plus recommendation report emails
Configuring email notifications
- Configuring email notification settings
- Configuring SMTP server settings
- Types of email notifications
Configuring collection settings
- Prerequisites for collecting system information
- Enabling or disabling the automatic collection of system information on case creation
- Enabling or disabling the periodic collection of system information from all devices
- Enabling or disabling the collection of identity information
- Enabling or disabling the collection of software information and the system log
- Enabling or disabling the automatic upload of collections
Viewing collections
- Viewing a collection from the Devices page
- Viewing a collection from the Collections page
- Refining collections based on a date range
- Configuration Viewer
  - Data views
  - Log types
- Items reported in periodic collections from servers
- Downloading and viewing a multiple device collection
- Multiple device configuration viewer
Using SupportAssist Enterprise to collect and send system information
- Setting up SupportAssist Enterprise for collecting and sending system information
- Starting the collection of system information from a single device
- Starting the collection of system information from multiple devices
- Uploading a collection
- Uploading a collection from a disconnected site
Understanding maintenance mode
- Enabling or disabling global-level maintenance mode
- Enabling or disabling device-level maintenance mode
SupportAssist Enterprise user groups
- SupportAssist Enterprise functions and user privileges
- Granting elevated or administrative privileges to users
- Adding users to the SupportAssist Enterprise user groups (Windows)
- Adding users to the SupportAssist Enterprise user groups (Linux)
Manually configuring SNMP settings
- Manually configuring the alert destination of a server
- Manually configuring the alert destination of iDRAC by using the web interface
- Manually configuring the alert destination of a chassis by using the web interface
- Manually configuring the alert destination of a networking device
Other useful information
- Monitoring servers for hardware issues
- Support for automatically installing or upgrading OMSA
- Support for automatically configuring SNMP settings
- Device correlation
- Detection of hardware issues in attached storage devices
- Support for Dell OEM servers
- Installing Net-SNMP (Linux only)
- Configuring sudo access for SupportAssist Enterprise (Linux)
- Ensuring successful communication between the SupportAssist Enterprise application and the SupportAssist server
- Accessing the SupportAssist Enterprise application logs
- Event storm handling
- Accessing the context-sensitive help
- Viewing SupportAssist Enterprise product information
- Uninstalling SupportAssist Enterprise
- Identifying the generation of a Dell PowerEdge server
Troubleshooting
- Installing SupportAssist Enterprise
- SupportAssist Enterprise registration
- Opening the SupportAssist Enterprise user interface
- Logging in to SupportAssist Enterprise
- Unable to add device
- Unable to add adapter
- Unable to add Remote Collector
- Disconnected
- Importing multiple devices
- OMSA not installed
- SNMP not configured
- New version of OMSA available
- Unable to configure SNMP
- Unable to verify SNMP configuration
- Unable to install OMSA
- Unable to verify OMSA version
- OMSA not supported
- Unable to reach device
- Unable to gather system information
- Insufficient storage space to gather system information
- Unable to export collection
- Unable to send system information
- Authentication failed
- Clearing System Event Log failed
  - Clearing the System Event Log by using iDRAC
  - Clearing the System Event Log by using OMSA
- Maintenance mode
- Auto update
- Unable to edit device credentials
- Automatic case creation
- Scheduled tasks
- SupportAssist Enterprise services
  - Verifying the status of SupportAssist Enterprise services (Windows)
  - Verifying the status of SupportAssist Enterprise services (Linux)
- Other services
- Security
SupportAssist Enterprise user interface
- SupportAssist Enterprise Registration Wizard
- Login page
- Cases page
- Devices page
- Device Groups page
- Manage Account Credentials
  - Add Account Credentials
  - Edit Account Credentials
- Manage Credential Profiles
  - Add Credential Profile
  - Edit Credential Profile
- Collections page
  - Collection overview pane
- Extensions
  - Adapters
  - Remote Collectors
    - Set Up Remote Collector
    - Remote Collector overview pane
- Settings
- Network Connectivity Test
- SupportAssist Enterprise test
Error code appendix
Related documents and resources
- Accessing documents from the Dell EMC support site
- Contacting Dell

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. Depending on your preference, you can configure the following collection settings:

● Disable the automatic collection of system information from devices when a support case is created or updated. See

Enabling or disabling the automatic collection of system information on case creation.

● Disable the periodic collection of system information from all devices. See Enabling or disabling the periodic collection of

system information from all devices.

● Disable the collection of identity information from all devices. See Enabling or disabling the collection of identity information.

● Disable the collection of software information and the system log from all devices. See Enabling or disabling the collection of

software information and the system log.

● Enable or disable the automatic upload of collections. See Disabling the automatic upload of collections.

Topics:

• Prerequisites for collecting system information

• Enabling or disabling the automatic collection of system information on case creation

• Enabling or disabling the periodic collection of system information from all devices

• Enabling or disabling the collection of identity information

• Enabling or disabling the collection of software information and the system log

• Enabling or disabling the automatic upload of collections

Prerequisites for collecting system information

The following are the SupportAssist Enterprise prerequisites for collecting system information:

● The local system (server where SupportAssist Enterprise is installed) must have sufficient hard drive space to save the

collected system information. For information on the hard-drive space requirements, see Hardware requirements.

● For collecting system information from a remote devices, the remote devices must be reachable from the local system. If

the remote device is associated with a Remote Collector, the remote device must be reachable from the server where the

Remote Collector is set up.

● The local system and remote devices (devices you have added in SupportAssist Enterprise) must meet the network port

requirements. For information on the network port requirements, see Network requirements.

● If you have added a server in SupportAssist Enterprise by using the operating system IP address or host name (agent-based

monitoring):

○ The server must preferably have Dell OpenManage Server Administrator (OMSA) installed.

○ If the server is running a Windows operating system:

￭ The device credentials you have entered in SupportAssist Enterprise must have administrative privileges.

￭ The device credentials must have privileges required for Windows Management Instrumentation (WMI)

communication. For information on ensuring WMI communication, see the “Securing a Remote WMI Connection”

technical documentation at msdn.microsoft.com.

○ If the server is running a Linux operating system:

￭ The device credentials you have entered in SupportAssist Enterprise must have administrative privileges.

￭ If you have entered the credentials of a sudo user, the sudo user must be configured for SupportAssist Enterprise.

For information on configuring the sudo user, see Configuring sudo access for SupportAssist Enterprise (Linux).

￭ No resource (network share, drive, or ISO image) must be mounted on the /tmp folder.

￭ If OMSA is installed on the device, the latest version of OpenSSL must also be installed on the device. For more

information on OpenSSL, see the resolution for OpenSSL CCS injection vulnerability (CVE-2014-0224) available in the

support website of the operating system.

NOTE:

If the server you have added for agent-based monitoring does not have OMSA installed, periodic collections

from the device will not include storage and system details.

● If you have added a server in SupportAssist Enterprise by using the iDRAC IP address (agentless monitoring), the iDRAC

credentials that you entered must have administrator privileges.

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