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
SupportAssist Enterprise services
SupportAssist Enterprise has two services that run in the background: Dell EMC SupportAssist Enterprise and Dell
EMC SupportAssist Enterprise DB. If the SupportAssist Enterprise application does not respond appropriately, ensure the
following:
Steps
1. On the server where SupportAssist Enterprise is installed, verify if the SupportAssist Enterprise services are running. For
information on verifying the status of the SupportAssist Enterprise services, see Verifying the status of SupportAssist
Enterprise services (Windows) or Verifying the status of SupportAssist Enterprise services (Linux).
2. If the services cannot or do not start, open the most recent SupportAssist Enterprise application log file
(application.log), and then search for text with a timestamp of when you tried to start the services. The log file
may contain a message indicating any user interface startup errors and a possible problem diagnosis.
NOTE: You can access the SupportAssist Enterprise application log file (application.log) at the following location
depending on the operating system:
● On Windows — <Drive where SupportAssist Enterprise is installed>:\Program
Files\Dell\SupportAssist\logs
● On Linux — /opt/dell/supportassist/logs
3. To verify if the SupportAssist Enterprise application can connect to the SupportAssist Enterprise server hosted by Dell,
perform the connectivity test. See Performing the connectivity test.
● If the server is responding, a success message is displayed in the user interface. If not, the server may be unreachable.
If this is the scenario, check the application.log file to find details. If there are no discernible details in the log file,
and the server is not reachable, contact Technical Support for assistance.
● If communication is successful, but no data updates occur, the SupportAssist Enterprise application may be identifying
itself with an ID that is unknown to the server. If this is the scenario, check the application.log file to find
details. The log file may contain a message stating that the SupportAssist Enterprise application was not recognized.
If the SupportAssist Enterprise application is not recognized by the SupportAssist server, uninstall and reinstall the
SupportAssist Enterprise application.
Verifying the status of SupportAssist Enterprise services on
Windows
To verify the status of the SupportAssist Enterprise services on Windows operating systems:
Steps
1. On the server where SupportAssist Enterprise is installed, click Start > Run.
The Run dialog box is displayed.
2. Type services.msc, and then click OK.
The Services Microsoft Management Console (MMC) is displayed.
3. Verify if the Dell EMC SupportAssist Enterprise and Dell EMC SupportAssist Enterprise DB services display the
status as Running.
4. If the services are not running, right-click each service and select Start.
NOTE: If you stop one or both of the SupportAssist Enterprise services, ensure that you restart both the services.
NOTE: To verify if the adapter service is running, check for the status of the Dell EMC SupportAssist Enterprise
OME Adapter or Dell EMC SupportAssist Enterprise SCOM Adapter service on the server where you have set up
the adapter.
NOTE: To verify if the Remote Collector service is running, check for the status of the Dell EMC SupportAssist
Enterprise and Dell EMC SupportAssist Enterprise DB service on the server where the you have set up the Remote
Collector.
Troubleshooting 179