Users Guide
Table Of Contents
- SupportAssist Enterprise Version 1.2 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
- 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
- Methods of 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 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
- Managing device discovery rules
- Viewing cases and devices
- Using Extensions
- Types of extensions
- Support for setting up adapter or Remote Collector
- Getting started with adding devices managed by systems management consoles
- Adapters
- Setting up OpenManage Essentials adapter
- Setting up the Microsoft System Center Operations Manager adapter
- Management Packs for inventorying devices managed by Operations Manager
- Setting up OpenManage Enterprise adapter
- Viewing adapter overview pane
- Viewing devices inventoried by the adapter
- Synchronizing adapter
- Editing adapter
- Deleting adapter
- Approximate time required to assign Credential Profile
- Remote Collectors
- Device grouping
- Managing device credentials
- Maintaining SupportAssist Enterprise capability
- Enabling or disabling monitoring of a device
- Performing deep discovery
- Installing or upgrading OMSA by using SupportAssist Enterprise
- Configuring SNMP settings by using SupportAssist Enterprise
- Viewing and updating the contact information
- Updating dispatch details
- Adding dispatch notes to default group
- Configuring proxy server settings
- Connectivity test
- Testing the case creation capability
- Clearing the System Event Log
- Automatic update
- Deleting a device
- 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 on server running Windows
- Manually configuring the alert destination of a server running Windows
- Manually configuring the alert destination of a server by using the script file on a server running Linux
- Manually configuring the alert destination of a server running 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
- Managing SupportAssist Enterprise alerts in TechDirect
- Other useful information
- Monitoring servers for hardware issues
- Support for automatically installing or upgrading OMSA
- Support for automatically configuring SNMP settings
- Deep discovery
- Device correlation
- Association view
- Detection of hardware issues in attached storage devices
- Support for Dell OEM servers
- Installing Net-SNMP on a server running Linux
- Configuring sudo access for SupportAssist Enterprise on a server running 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
- Tool tips
- Other services
- Security
- SupportAssist Enterprise user interface
- Error code appendix
- Related documents and resources
Overview
SupportAssist Enterprise is an application that automates technical support for your Dell server, storage, and networking
devices. SupportAssist Enterprise monitors your devices and proactively detects hardware issues that may occur. When a
hardware issue is detected, SupportAssist Enterprise automatically opens a support case with Technical Support and sends you
an email notification. SupportAssist Enterprise automatically collects the system state information required for troubleshooting
the issue and sends it securely to Dell. The collected system information helps Technical Support to provide you an enhanced,
personalized, and efficient support experience. SupportAssist Enterprise capability also includes a proactive response from
Technical Support to help you resolve the issue.
Additionally, SupportAssist Enterprise can monitor hardware issues that may occur on devices that you are managing by using
OpenManage Essentials, Microsoft System Center Operations Manager (SCOM), or OpenManage Enterprise - Tech Release.
This document provides information about installing and setting up SupportAssist Enterprise to:
● Monitor devices for hardware issues
● Automatically create a support case when an issue is detected
● Collect and send system information from your devices periodically and as needed
NOTE: In this document, the term local system refers to the server where SupportAssist Enterprise is installed; remote
device refers to any other device in your environment.
Related references
System information collected by SupportAssist Enterprise on page 13
Topics:
• 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
What is new in this release
● Create discovery rules to discover and add devices based on IP address ranges
● Assign devices to Remote Collectors by using hostname expressions
● Extension of support for setting up Remote Collectors on Linux operating systems
● Enter dispatch preferences and shipping information to expedite the dispatch of a replacement hardware component
● Discover a device and its other associated device types through deep discovery
● Set up an adapter to inventory devices that are managed by OpenManage Enterprise – Tech Release
● Automatic case creation for the Storage MD Series arrays
● Association view that displays a device and its associated device types as a group
● Access the TechDirect portal from SupportAssist Enterprise
● Extension of support for adding servers that are discovered out-of-band in Microsoft System Center Operations Manager
through the Dell WS-Man out-of-band management pack
● Extension of support for collections from controllers that are configured in pass through mode
● Extension of support for additional device models, operating systems, and web browsers
Overview of supported device types
SupportAssist Enterprise is compatible with Dell server, storage, and networking devices. The following is an overview of the
device types that are compatible with SupportAssist Enterprise.
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10 Overview