Users Guide

ManualsBrandsDell ManualsAnalyticsSupportAssist Enterprise 1.x

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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

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.

Unable to verify OMSA version

If an error message is displayed stating that SupportAssist Enterprise is unable to verify the OMSA version installed on the

device:

● Click the error status link in the Status column on the Devices page to view the possible resolution steps.

● Perform the connectivity test and ensure that connectivity to the Dell FTP server is successful. See Performing the

connectivity test on page 100.

● Ensure that the OMSA services are running on the device.

● Retry the installation of OMSA. See Installing or upgrading OMSA by using SupportAssist Enterprise on page 95.

● If the installation of OMSA cannot be completed successfully even after repeated attempts, log in to the device and manually

download and install the recommended version of OMSA on the device. For information on the recommended version of

OMSA, see the SupportAssist Enterprise Version 2.0.50 Support Matrix at https://www.dell.com/serviceabilitytools.

OMSA not supported

If a device displays the

OMSA not supported status:

● Log in to the device and uninstall the existing version of OMSA.

● Install OMSA on the device by using the Install / Upgrade OMSA option. See Installing or upgrading OMSA by using

SupportAssist Enterprise.

Unable to reach device

If a device displays an Unable to reach device status:

● Click the error status link in the Status column on the Devices page to view the possible resolution steps.

● Verify if the device is turned on and connected to the network.

● Verify if the required network ports are open on the device.

● If you added the device in SupportAssist Enterprise by providing the device IP address, verify if the IP address of the device

has changed. The IP address may change each time the device is restarted, if the device is configured to obtain a dynamic IP

address.

● If the IP address of the device has changed:

○ Delete the device from SupportAssist Enterprise. See Deleting a device on page 103.

○ Add the device again. See Adding devices on page 35.

NOTE:

To avoid deleting and adding a device each time the IP address of the device changes, Dell recommends that

you provide the host name of the device (instead of the IP address) while adding the device.

Unable to gather system information

If a device displays an Unable to gather system information status:

● Click the error status link in the Status column to view the possible resolution steps.

● 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.

● If the password of the device is lengthy (10 or more characters), try assigning a shorter password (about 5 to 7 characters),

that does not include spaces and quotes, and then update the password in SupportAssist Enterprise.

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Troubleshooting