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
Getting started with SupportAssist
Enterprise
SupportAssist Enterprise automates technical support from Dell for your Dell devices. Depending on your requirement, you can
install and set up SupportAssist Enterprise to automate technical support for one or more of your devices.
Topics:
• 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
Setting up SupportAssist Enterprise for the local
system
Installing SupportAssist Enterprise enables you to start the collection and upload of system information from the local system
(server where SupportAssist Enterprise is installed). To allow SupportAssist Enterprise to monitor the local system for hardware
issues, you must complete the registration and perform additional tasks.
To set up SupportAssist Enterprise for the local system:
1. Download the SupportAssist Enterprise installation package. See Downloading the SupportAssist Enterprise installation
package.
2. Review the requirements for installing SupportAssist Enterprise. See Minimum requirements for installing and using
SupportAssist Enterprise.
3. Install SupportAssist Enterprise. See Installing SupportAssist Enterprise.
4. (Optional) Complete the registration of SupportAssist Enterprise. See Registering SupportAssist Enterprise.
CAUTION:
Completing the registration is a prerequisite to receive the full benefits of SupportAssist
Enterprise. Without registration, you can only use SupportAssist Enterprise to manually start the collection
of system information from your devices. Until registration is completed, SupportAssist Enterprise can
neither monitor your devices for hardware issues nor automatically collect system information.
5. Perform the following if you want SupportAssist Enterprise to monitor the local system for hardware issues:
a. Install or upgrade OpenManage Server Administrator (OMSA) on the local system. See Installing or upgrading OMSA by
using SupportAssist Enterprise.
b. Configure the SNMP settings of the local system. See Configuring SNMP settings by using SupportAssist Enterprise.
c. Enable SupportAssist Enterprise to monitor hardware issues that may occur on the local system. See Enabling or disabling
monitoring of a device.
6. (Optional) Update the contact information to include a secondary SupportAssist Enterprise contact and a parts dispatch
address. See Viewing and updating the contact information.
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