Users Guide

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Table Of Contents

SupportAssist Enterprise Version 1.2 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
  - Migrating to SupportAssist Enterprise by using the SupportAssist Enterprise installer package
  - Migrating to SupportAssist Enterprise by using the OpenManage Essentials installer package
- 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
- Importing multiple devices
- Exporting details of devices that were not imported
- Revalidating a device
Managing device discovery rules
- Creating device discovery rule
- Viewing the device discovery rule overview pane
- Editing device discovery rule
- Deleting device discovery rule
- Running the discovery rule
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
- Sorting the displayed data
Using Extensions
- Types of extensions
- Support for setting up adapter or Remote Collector
- Getting started with adding devices managed by systems management consoles
- Adapters
- Remote Collectors
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
Managing device credentials
- Account Credentials
- Credential Profiles
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
  - Viewing the connectivity status
  - Performing the connectivity test
- Testing the case creation capability
- Clearing the System Event Log
- Automatic update
  - Enabling or disabling automatic updates
- Deleting a device
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
Managing SupportAssist Enterprise alerts in TechDirect
- Setting up TechDirect to receive SupportAssist Enterprise alerts
- Configuring alert rules in TechDirect
- Viewing SupportAssist Enterprise alerts in TechDirect
- SupportAssist alerts
- SupportAssist alert actions
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
  - 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 on Windows
  - Verifying the status of SupportAssist Enterprise services on Linux
  - Verifying the status of SupportAssist Enterprise services on Ubuntu and Debian
- Tool tips
- Other services
- Security
SupportAssist Enterprise user interface
- SupportAssist Enterprise Registration Wizard
- Login page
- Cases page
- Devices page
- Device Groups page
- Manage Device Discovery Rule
- Manage Account Credentials
  - Add Account Credentials
  - Edit Account Credentials
- Manage Credential Profiles
- 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: SupportAssist Enterprise can monitor hardware issues on Dell server, Dell networking, Storage MD series, and

Storage PS series devices. For Storage MD Series monitoring of hardware issues is supported when the device is added

either directly or through the OpenManage Essentials adapter. For Storage PS Series devices, monitoring of hardware

issues is supported only if the device is added through the OpenManage Essentials adapter. For more information on

adapters, see Using Extensions. Automatic case creation is supported only for devices that are monitored by SupportAssist

Enterprise.

NOTE: SupportAssist Enterprise capabilities available for a device vary depending on the Dell service contract of the

device. The primary capabilities of SupportAssist Enterprise are available only for devices with an active ProSupport,

ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contract. For a summary of

the SupportAssist Enterprise capabilities and Dell service contracts, see SupportAssist Enterprise capabilities available with

Dell service contracts.

NOTE: SupportAssist Enterprise may not be compatible with all device models of a supported device type. For the

complete list of supported device types and device models, see the SupportAssist Enterprise Version 1.2 Support Matrix at

https://www.Dell.com/ServiceabilityTools.

NOTE: For Storage SC Series devices, SupportAssist Enterprise only supports multiple-device collections for the

deployment purpose. Remote monitoring, case creation, and periodic collection of system information from Storage SC

Series devices is supported through the SupportAssist solution that is available on the device.

● Servers

○ 9th and later generations of PowerEdge servers

○ PowerEdge C Series servers

○ Datacenter Scalable Solutions

○ Storage NX devices

○ Storage DL devices

○ OEM-ready servers

● Storage

○ Storage PS Series arrays (previously EqualLogic)

○ Storage MD Series arrays (previously PowerVault)

○ Storage SC Series arrays (previously Compellent)

○ Fluid File System (FluidFS) Network attached storage (NAS) devices

○ OEM-ready storage devices

● Networking

○ PowerConnect switches

○ Force10 switches

○ Networking switches

○ Networking X-Series switches

○ Networking Wireless Controllers Mobility Series

● Chassis

○ PowerEdge FX2/FX2s

○

PowerEdge VRTX

○ PowerEdge M1000e

● Software

○ HIT Kit / VSM for VMware

○ SAN HQ

○ vCenter

○ SCVMM

● Solution

○ XC Series of Web-scale Hyper-converged appliances

NOTE:

You can also add non-Dell branded servers in SupportAssist Enterprise. For such servers, only collection of host

information is supported.

Related references

Identifying the generation of a Dell PowerEdge server on page 163

Overview