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
Software
● For troubleshooting HITKIT collection:
○ Ensure that Secure Shell (SSH) service is running on the system.
○ Ensure that you have root credentials for the SSH connection. SupportAssist Enterprise uses the SSH protocol to
connect to the system.
● For troubleshooting SAN HQ device:
○ Check the server installation details of Dell SAN Headquarters device from the registry entry: HKLM\SOFTWARES\
\PerformanceMonitor.
○ Ensure that the value of the install type attribute is "Full" and logdir attribute has a value.
○ Ensure that the WMI and EQLPerfX services are running on the device.
Solution
● Ensure that the device is reachable from the server where SupportAssist Enterprise is installed.
● Verify if the assigned Account Credentials (user name and password) you provided are correct.
Automatic case creation
If an issue occurs on a device, but a support case is not created automatically:
NOTE:
SupportAssist Enterprise does not create a support case for every alert received from a monitored device. A
support case is created only if the alert type and number of alerts received from a device match with the criteria defined by
Dell for support case creation.
● Ensure that the device is a server, storage, networking switch, or chassis.
● Ensure that monitoring is enabled for the device in SupportAssist Enterprise. See Enabling or disabling monitoring of a
device.
● Ensure that the device is configured to forward alerts to the server where SupportAssist Enterprise is installed.
● Perform the network connectivity test and ensure that the connectivity to the SupportAssist server is successful. See
Performing the connectivity test.
● Perform the case creation test and ensure that the Ready to Create Cases status is displayed. See Testing the case
creation capability.
● Check the application.log file available at <Drive where SupportAssist Enterprise is installed>:
\Program Files\Dell\SupportAssist\logs (on Windows) or /opt/dell/supportassist/logs (on Linux) to
identify if the alert was received successfully by SupportAssist Enterprise.
● If the device was inventoried through an OpenManage Essentials adapter, ensure that the device is configured to forward
alerts to the server where OpenManage Essentials is installed.
Scheduled tasks
If the time or time zone of the system on which SupportAssist Enterprise is installed is changed, all built-in and user-defined
schedule tasks do not work as expected. Examples of scheduled tasks include the following:
● Periodic collection of system information from monitored devices
● Upload of device inventory information to Dell
● Connectivity test email notifications
● Upload of application logs
● Upload of alerts table
● Upload of adapter and Remote Collector details
● Revalidation of the adapter
● Synchronization of the adapter
To resolve this issue, restart the Dell SupportAssist Service.
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Troubleshooting