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
Other useful information
This chapter provides additional information that you may require while using SupportAssist Enterprise.
Topics:
• 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
Monitoring servers for hardware issues
SupportAssist Enterprise can monitor Dell servers through the following methods:
● Agent-based monitoring — This method is used to monitor devices that are added with the Device Type as Server /
Hypervisor. In this method, an agent acts as an interface between the device and SupportAssist Enterprise. The agent
generates an alert (SNMP trap) whenever a hardware event occurs on the device. For monitoring a device using the
agent-based method, SupportAssist Enterprise depends on the Dell OpenManage Server Administrator (OMSA) agent. The
OMSA agent is an application that monitors the health of various components of the device where it is installed. Whenever
a hardware event occurs on the device, the OMSA agent generates an alert. SupportAssist Enterprise processes the alert to
determine if the alert qualifies for creating a support case. For instructions to add a device for agent-based monitoring, see
Adding a server or hypervisor on page 39.
NOTE:
Without OMSA, SupportAssist Enterprise will not be able to monitor a device through the agent-based
monitoring method.
NOTE: Installation of OMSA may not be supported on certain operating systems. SupportAssist Enterprise may be able
to monitor devices running such operating systems only through the agentless monitoring method. For information on
the operating system requirements for agent-based monitoring, see the SupportAssist Enterprise Version 1.2 Support
Matrix at https://www.Dell.com/ServiceabilityTools.
● Agentless monitoring — This method is used to monitor devices that are added with the Device Type as iDRAC. In
this method, the Integrated Dell Remote Access Controller (iDRAC) available on the device acts as an interface between
the device and SupportAssist Enterprise. Whenever a hardware event occurs on the device, the iDRAC generates an alert.
SupportAssist Enterprise processes the alert to determine if the alert qualifies for creating a support case. For instructions
to add a device for agentless monitoring, see Adding an iDRAC on page 42.
NOTE:
Agentless monitoring is supported only for Dell’s 12th and later generation of PowerEdge servers (iDRAC 7 and
later).
NOTE: The iDRAC can be configured to send alerts through SNMP and IPMI. However, SupportAssist Enterprise can
only receive alerts that are sent through SNMP. To ensure that SupportAssist Enterprise receives alerts that are sent
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154 Other useful information