Users Guide

● Automatically create a support case if there is a problem with a device in your environment.
● Upload the collected system information to Dell.
To ensure that the SupportAssist Enterprise application is able to successfully communicate with the SupportAssist server:
● The server where the SupportAssist Enterprise application is installed must be able to connect to the following destinations:
○ https://apidp.dell.com and https://api.dell.com — end point for the SupportAssist server. On the server where
SupportAssist Enterprise is installed, verify if you can access the following locations using the web browser: https://
apidp.dell.com and https://api.dell.com.
○ https://is.us.dell.com/FUS/api/2.0/uploadfile — the file upload server where the collected system information is
uploaded.
○ https://is.us.dell.com/FUSCHUNK/api/1.0/file/uploadChunk — the file upload server where the collection files
greater than 10 MB in size are uploaded.
○ https://downloads.dell.com/ — for downloading Dell OpenManage Server Administrator (OMSA) and also for
getting new SupportAssist Enterprise release information, policy files, and product support files. On the server where
SupportAssist Enterprise is installed, verify if you can access the following location using the web browser: https://
downloads.dell.com/
○ On the server where SupportAssist Enterprise is installed, verify if port 443 is open for is.us.dell.com,
downloads.dell.com, apidp.dell.com, and api.dell.com. You can use a telnet client to test the connection. For
example, use the following command: o downloads.dell.com 443
● On the server where SupportAssist Enterprise is installed, verify if the network settings are correct.
● If the server where SupportAssist Enterprise is installed connects the Internet through a proxy server, configure the proxy
settings in SupportAssist Enterprise. See Configuring proxy server settings.
If the communication problem persists, contact your network administrator for further assistance.
Accessing the SupportAssist Enterprise application
logs
About this task
SupportAssist Enterprise saves system events and log messages in the following locations:
● On Windows:
○ Windows Event Log
○ The installation logs folder (<Drive where SupportAssist Enterprise is installed>:\Program
Files\Dell\SupportAssist\logs)
● On Linux:
○ var logs
○ The installation logs folder (/opt/dell/supportassist/logs)
A new log file is created daily at 11:59 p.m. based on the time zone configured on the system, and the log is stored in the
logs folder. The log file contains log information for the current day. At the end of each day, the log file is renamed as
application.log <date format in yyyymmdd>. If the log file is older than two days, the log file is zipped automatically. This
enables you to identify the exact log file stored for a given date when alerts occur. For example, log files similar to the following
can be seen:
● application.log
● application.log. 20171101
● application.log. 20171102 .zip
● application.log. 20171103 .zip
The log files are purged from storage after 30 days.
The log file contains log messages that correspond to the following values (or higher) in the log4j.xml file: FATAL,
ERROR, WARN, INFO, and DEBUG, with special values of OFF and ALL. The log4j.xml file is available at <Drive where
SupportAssist Enterprise is installed>:\Program Files\Dell\SupportAssist\config (on Windows)
and /opt/dell/supportassist/config (on Linux). A value of ERROR in the log4j.xml file results in log messages of
FATAL, and ERROR, since FATAL is a higher level than ERROR.
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