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
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.
Servers
● If you are editing the credentials of a device 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 https://
www.msdn.microsoft.com.
● If you are editing the credentials of a device running a Linux operating system:
○ Verify if the credentials you provided have root, super user, or sudo user rights on the device. If you provide the user
name and password of a sudo user, ensure that the sudo user is configured for SupportAssist Enterprise. See Configuring
sudo access for SupportAssist Enterprise (Linux) on page 142.
○ Verify if the Secure Shell (SSH) service is running on the device.
○ Verify if SSH password authentication is enabled (enabled by default).
● If the error message states that SupportAssist Enterprise is unable to edit the credentials of 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.jar files and paste them at the following location on the
system where SupportAssist Enterprise is installed:
○ On Windows: <Drive where SupportAssist Enterprise is installed>:\Program
Files\Dell\SupportAssist\jre\lib\security
○ On Linux: /opt/dell/supportassist/jre/lib/security
4. Restart the SupportAssist service and retry the operation.
Storage
If the device is an EqualLogic PS storage array:
● Ensure that Secure Shell (SSH) and SNMP service are running on the device.
● Ensure that you provide the management group IP address of the device in the add device wizard.
If 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.
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.
● If the enable password is configured on the device, ensure that you provide the enable password in the add device wizard.
Chassis
Ensure that Secure Shell (SSH) service is running on the device.
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Troubleshooting