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
● You can disable the automatic collection of system information when a support case is created. See Enabling or disabling the
automatic collection of system information.
● You can also prevent the upload of collections. See Disabling the automatic upload of collections.
NOTE: In most cases, part or all of the system information collected by SupportAssist Enterprise is required by Technical
Support to properly diagnose issues and provide an appropriate resolution. To receive the full benefits of SupportAssist
Enterprise, you must enable all the system information collection options.
Downloading the SupportAssist Enterprise installation
package
Prerequisites
The system must have internet connectivity.
About this task
Installation of SupportAssist Enterprise is supported on a virtual machine or a PowerEdge server running either a Windows or
Linux operating system. You can download the appropriate installation package depending on the operating system running on
the server where you want to install SupportAssist Enterprise.
Steps
1. Visit https://www.Dell.com/SupportAssist.
The Dell SupportAssist portal is displayed.
2. In the Available Versions section, click the Learn More link that is displayed under SupportAssist for Enterprise
Systems.
The SupportAssist for enterprise systems page is displayed.
3. In the Downloads section, under SupportAssist Enterprise, do one of the following based on the installation package that
you want to download:
● For the Windows installation package, click the SupportAssist Enterprise Windows management server link.
● For the Linux installation package, click the SupportAssist Enterprise Linux management server link.
The Drivers Details page is displayed in a new web browser window.
4. In the Available formats section, click the Download File link that is displayed under File Format: Application.
Download of the SupportAssist Enterprise installation package is initiated.
Installing, Upgrading, or Migrating to SupportAssist
Enterprise
Installing SupportAssist Enterprise enables you to receive the automated support capabilities for your Dell server, storage, and
networking devices.
● If you are installing SupportAssist Enterprise for the first time, perform one of the following:
○ Install SupportAssist Enterprise by using the SupportAssist Enterprise installation package. For more information, see
Installing SupportAssist Enterprise by using the SupportAssist Enterprise installation package.
○ Install SupportAssist Enterprise by using the OpenManage Essentials installation package. For more information, see
Installing SupportAssist Enterprise by using the OpenManage Essentials installation package.
The following table provides information about the supported upgrade or migration paths.
Table 2. Upgrading and migrating to SupportAssist Enterprise
If you have installed… Do this…
SupportAssist Enterprise version 1.0 or 1.1 Upgrade to SupportAssist Enterprise version 1.2. For more
information, see Upgrading SupportAssist Enterprise.
SupportAssist for Dell OpenManage Essentials version 2.3 or
later
Migrate to SupportAssist Enterprise version 1.2. For more
information, see Migrating to SupportAssist Enterprise.
Getting started with SupportAssist Enterprise 17