Users Guide

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Table Of Contents

SupportAssist Enterprise Version 1.2 User's Guide
Overview
- What is new in this release
- Overview of supported device types
- How SupportAssist Enterprise works
- SupportAssist Enterprise capabilities available with Dell service contracts
- System information collected by SupportAssist Enterprise
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
  - Upgrading SupportAssist Enterprise by using the SupportAssist Enterprise installation package
  - Upgrading SupportAssist Enterprise by using the OpenManage Essentials installer package
- Migrating to SupportAssist Enterprise
  - Migrating to SupportAssist Enterprise by using the SupportAssist Enterprise installer package
  - Migrating to SupportAssist Enterprise by using the OpenManage Essentials installer package
- 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
- Importing multiple devices
- Exporting details of devices that were not imported
- Revalidating a device
Managing device discovery rules
- Creating device discovery rule
- Viewing the device discovery rule overview pane
- Editing device discovery rule
- Deleting device discovery rule
- Running the discovery rule
Viewing cases and devices
- Viewing all support cases
- Viewing support cases for a specific device
- Case management options
- Viewing the device inventory
- Viewing the device overview pane
- Sorting the displayed data
Using Extensions
- Types of extensions
- Support for setting up adapter or Remote Collector
- Getting started with adding devices managed by systems management consoles
- Adapters
- Remote Collectors
Device grouping
- Predefined device groups
- Viewing device groups
- Creating a device group
- Managing devices in a device group
- Managing the credentials of a device group
- Viewing and updating the contact information of a device group
- Editing device group details
- Deleting a device group
Managing device credentials
- Account Credentials
- Credential Profiles
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
  - Viewing the connectivity status
  - Performing the connectivity test
- Testing the case creation capability
- Clearing the System Event Log
- Automatic update
  - Enabling or disabling automatic updates
- Deleting a device
Configuring email notifications
- Configuring email notification settings
- Configuring SMTP server settings
- Types of 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
- Viewing a collection from the Devices page
- Viewing a collection from the Collections page
- Refining collections based on a date range
- Configuration Viewer
  - Data views
  - Log types
- Items reported in periodic collections from servers
- Downloading and viewing a multiple device collection
- Multiple device configuration viewer
Using SupportAssist Enterprise to collect and send system information
- Setting up SupportAssist Enterprise for collecting and sending system information
- Starting the collection of system information from a single device
- Starting the collection of system information from multiple devices
- Uploading a collection
- Uploading a collection from a disconnected site
Understanding maintenance mode
- Enabling or disabling global-level maintenance mode
- Enabling or disabling device-level maintenance mode
SupportAssist Enterprise user groups
- SupportAssist Enterprise functions and user privileges
- Granting elevated or administrative privileges to users
- Adding users to the SupportAssist Enterprise user groups - Windows
- Adding users to the SupportAssist Enterprise user groups - Linux
Manually configuring SNMP settings
- Manually configuring the alert destination of a server
- 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
Managing SupportAssist Enterprise alerts in TechDirect
- Setting up TechDirect to receive SupportAssist Enterprise alerts
- Configuring alert rules in TechDirect
- Viewing SupportAssist Enterprise alerts in TechDirect
- SupportAssist alerts
- SupportAssist alert actions
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
  - Clearing the System Event Log by using iDRAC
  - Clearing the System Event Log by using OMSA
- Maintenance mode
- Auto update
- Unable to edit device credentials
- Automatic case creation
- Scheduled tasks
- SupportAssist Enterprise services
  - Verifying the status of SupportAssist Enterprise services on Windows
  - Verifying the status of SupportAssist Enterprise services on Linux
  - Verifying the status of SupportAssist Enterprise services on Ubuntu and Debian
- Tool tips
- Other services
- Security
SupportAssist Enterprise user interface
- SupportAssist Enterprise Registration Wizard
- Login page
- Cases page
- Devices page
- Device Groups page
- Manage Device Discovery Rule
- Manage Account Credentials
  - Add Account Credentials
  - Edit Account Credentials
- Manage Credential Profiles
- Extensions
  - Adapters
  - Remote Collectors
    - Set Up Remote Collector
    - Remote Collector overview pane
- Settings
- Network Connectivity Test
- SupportAssist Enterprise test
Error code appendix
Related documents and resources
- Accessing documents from the Dell EMC support site
- Contacting Dell

Chapter 1: Overview.....................................................................................................................10

What is new in this release.............................................................................................................................................. 10

Overview of supported device types............................................................................................................................ 10

How SupportAssist Enterprise works........................................................................................................................... 12

SupportAssist Enterprise capabilities available with Dell service contracts........................................................ 12

System information collected by SupportAssist Enterprise.................................................................................... 13

Chapter 2: Getting started with SupportAssist Enterprise .......................................................... 15

Setting up SupportAssist Enterprise for the local system.......................................................................................15

Setting up SupportAssist Enterprise for remote devices.........................................................................................16

Evaluating SupportAssist Enterprise.............................................................................................................................16

Downloading the SupportAssist Enterprise installation package............................................................................17

Installing, Upgrading, or Migrating to SupportAssist Enterprise............................................................................ 17

Minimum requirements for installing and using SupportAssist Enterprise........................................................... 18

Hardware requirements.............................................................................................................................................. 18

Software requirements............................................................................................................................................... 19

Network requirements............................................................................................................................................... 20

Installing SupportAssist Enterprise............................................................................................................................... 22

Operating system considerations for installing SupportAssist Enterprise ....................................................22

Installing SupportAssist Enterprise by using the SupportAssist Enterprise installer package..................23

Installing SupportAssist Enterprise by using the OpenManage Essentials installation package.............. 27

Upgrading SupportAssist Enterprise............................................................................................................................ 28

Upgrading SupportAssist Enterprise by using the SupportAssist Enterprise installation package......... 28

Upgrading SupportAssist Enterprise by using the OpenManage Essentials installer package.................29

Migrating to SupportAssist Enterprise.........................................................................................................................30

Migrating to SupportAssist Enterprise by using the SupportAssist Enterprise installer package........... 30

Migrating to SupportAssist Enterprise by using the OpenManage Essentials installer package..............31

Using SupportAssist Enterprise without registration................................................................................................ 31

Registering SupportAssist Enterprise...........................................................................................................................32

Setting up an SELinux enabled system to receive alerts.........................................................................................34

Opening the SupportAssist Enterprise user interface..............................................................................................35

Logging in to SupportAssist Enterprise....................................................................................................................... 35

Logging out of SupportAssist Enterprise.................................................................................................................... 36

Chapter 3: Adding devices........................................................................................................... 37

Methods of adding devices............................................................................................................................................. 37

Device types and applicable devices.............................................................................................................................37

Adding a single device......................................................................................................................................................38

Adding a server or hypervisor.................................................................................................................................. 39

Adding an iDRAC..........................................................................................................................................................42

Adding a chassis.......................................................................................................................................................... 43

Adding a Networking device..................................................................................................................................... 45

Adding a PowerVault MD Series storage array....................................................................................................46

Adding an EqualLogic PS Series storage solution .............................................................................................. 47

Contents

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