Users Guide
Table Of Contents
- SupportAssist Enterprise Version 1.1 User's Guide
- Overview
- 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
- Operating system considerations for installing SupportAssist Enterprise
- Installing SupportAssist Enterprise by using the SupportAssist Enterprise installer package (Windows)
- Installing SupportAssist Enterprise by using the SupportAssist Enterprise installer package (Linux)
- Installing SupportAssist Enterprise in silent mode (Linux)
- Installing SupportAssist Enterprise by using the OpenManage Essentials installation package
- Upgrading SupportAssist Enterprise
- 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
- Adding a server or hypervisor
- Adding an iDRAC
- Adding a chassis
- Adding a Networking device
- Adding a PowerVault MD Series storage array
- Adding an EqualLogic PS Series storage solution
- Adding a Compellent SC Series storage solution
- Adding a Fluid File System (FluidFS) NAS device
- Adding a software
- Adding a solution
- Adding a device by duplication
- Importing multiple devices
- Exporting details of devices that were not imported
- Revalidating a device
- Viewing cases and devices
- Device grouping
- 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
- 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
- Testing the case creation capability
- Clearing the System Event Log (SEL)
- Automatic update
- Deleting a device
- Opting in or opting out from ProSupport Plus recommendation report emails
- Configuring 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
- Using SupportAssist Enterprise to collect and send system information
- Understanding maintenance mode
- SupportAssist Enterprise user groups
- Manually configuring SNMP settings
- Manually configuring the alert destination of a server
- Manually configuring the alert destination of a server by using the script file (Windows)
- Manually configuring the alert destination of a server (Windows)
- Manually configuring the alert destination of a server by using the script file (Linux)
- Manually configuring the alert destination of a server (Linux)
- 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
- Manually configuring the alert destination of a server
- 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
- Maintenance mode
- Auto update
- Unable to edit device credentials
- Automatic case creation
- Scheduled tasks
- SupportAssist Enterprise services
- Other services
- Security
- SupportAssist Enterprise user interface
- Error code appendix
- Related documents and resources
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.
Related tasks
Installing or upgrading OMSA by using SupportAssist Enterprise on page 95
Support for automatically configuring SNMP settings
To enable SupportAssist Enterprise to monitor a device, the device must be configured to forward alerts (SNMP traps) to
the server where SupportAssist Enterprise is installed. Configuring the 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. SupportAssist
Enterprise has the capability to automatically configure the SNMP settings of a device, such that the device forwards alerts to
the server where SupportAssist Enterprise is installed. You can allow SupportAssist Enterprise to configure the SNMP settings
of the device while adding the device or at a later time. The status of the SNMP configuration is displayed in the Status
column on the Devices page. While SupportAssist Enterprise configures the SNMP settings of a device, the device displays
a
Configuring SNMP status. You can also use the Tasks > Configure SNMP option on the device overview pane to
automatically configure the SNMP settings of a device at any time.
NOTE: When you allow or use SupportAssist Enterprise to automatically configure the SNMP settings of a device, the alert
destination of the device is set to the IP address of the server where SupportAssist Enterprise is installed.
Related tasks
Configuring SNMP settings by using SupportAssist Enterprise on page 97
Device correlation
You can add (discover) a server in SupportAssist Enterprise by using both the host operating system IP address and iDRAC IP
address of the device. In such a scenario, the Devices page displays two separate listings for the same device. SupportAssist
Enterprise receives alerts from the device through both the operating system and the iDRAC. However, for operational
purposes, SupportAssist Enterprise correlates the operating system IP address and iDRAC IP address of the device and
considers the device as a single device. The following are the expected behaviors when a device is correlated:
● Alerts originating from the operating system and the iDRAC are correlated and a support case is created for the Service Tag
of the device.
● When system information is collected, the Devices page display the same status for both the listings.
● For a manually-initiated collection of system information — System information is gathered through the selected device
listing in the Devices page. For example, if the operating system listing is selected, system information is gathered through
the operating system. However, if SupportAssist Enterprise is unable to connect to the device by using the operating system
IP address, system information is gathered through the iDRAC.
● For periodic collections and on case creation — System information is typically gathered through the operating system.
However, if SupportAssist Enterprise is unable to connect to the device by using the operating system IP address, system
information is gathered through the iDRAC.
Detection of hardware issues in attached storage
devices
In addition to monitoring PowerEdge servers, SupportAssist Enterprise can also process alerts received from Dell PowerVault
MD series storage arrays that may be attached to a server. Alert generation from an attached storage device occurs through
the Dell OpenManage Storage Services (OMSS) application installed on the server. When you allow SupportAssist Enterprise to
automatically install OMSA on the server, by default, OMSS is also installed. If you manually download and install OMSA on the
server, ensure that you also install OMSS. Otherwise, SupportAssist Enterprise will not be able to detect hardware issues that
may occur on the attached storage device. When a hardware issue is detected on an attached storage device, SupportAssist
Enterprise automatically creates a support case for the associated server.
Other useful information
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