Users Guide

ManualsBrandsDell ManualsAnalyticsSupportAssist Enterprise 1.x

141

142

143

144

145

146

147

148

149

150

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

● 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). A value of

ERROR in the log4j.xml file results in log messages of FATAL, and ERROR, since FATAL is a higher level than ERROR.

Event storm handling

SupportAssist Enterprise intelligently handles event storm conditions, allowing up to nine separate alerts from a device within a

60-minute timespan. However, if 10 or more separate alerts are received from a device, SupportAssist Enterprise automatically

places the device in maintenance mode. Maintenance mode prevents any further processing of alerts from the device, enabling

you to make infrastructure changes without creating unnecessary support cases. After 30 minutes in maintenance mode,

SupportAssist Enterprise automatically removes the device from maintenance mode and resumes normal alert processing for the

device. For more information about maintenance mode, see Understanding maintenance mode.

Accessing the context-sensitive help

About this task

Context-sensitive help provides information about features and tasks that are applicable to the current view on the user

interface. Once you invoke the context-sensitive help, you can navigate or search through the entire SupportAssist Enterprise

help system.

To access context-sensitive help, click the icon that appears in the user interface. Context-sensitive help is displayed in a

new browser window.

Viewing SupportAssist Enterprise product

information

Steps

Cick About in the SupportAssist Enterprise header area or on the log in page.

The About page is displayed, where you can view the following:

● SupportAssist Enterprise version

●

Registration ID

● Policy file version

● Device configuration file version

● Update history

Uninstalling SupportAssist Enterprise

About this task

You can uninstall SupportAssist Enterprise based on your preference. During the uninstallation, you can choose to provide a

reason for the uninstallation and also provide feedback to Dell. Your feedback will remain confidential and will allow Dell to make

product improvements. The following sections provide information about uninstalling SupportAssist Enterprise on Windows and

Linux operating systems.

144

Other useful information