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
Migrating to SupportAssist Enterprise
If you are already using SupportAssist for OpenManage Essentials or SupportAssist for Microsoft System Center Operations
Manager, you can migrate to SupportAssist Enterprise. When you migrate to SupportAssist Enterprise, the devices, cases,
device credentials, user groups, and settings are migrated.
Migrating to SupportAssist Enterprise by using the SupportAssist
Enterprise installer package
Prerequisites
Download the SupportAssist Enterprise installation package for Windows operating systems. See Downloading the SupportAssist
Enterprise installation package on page 17.
About this task
If you have SupportAssist for Dell OpenManage Essentials version 2.2 or SupportAssist for Microsoft System Center Operations
Manager version 1.1 installed, you can migrate to SupportAssist Enterprise.
NOTE: Migration to SupportAssist Enterprise version 1.2 from SupportAssist for OpenManage Essentials is supported only
if OpenManage Essentials version 2.3 or later is installed on the system.
Steps
1. Right-click the SupportAssist Enterprise installer package and click Run as administrator.
NOTE:
Microsoft User Access Control (UAC) requires that the installation is performed with elevated privileges that
are obtained only through the Run as administrator option. If you are logged in to the system as an administrator,
double-click the installer package to install SupportAssist Enterprise. However, ensure that you acknowledge the Open
File - Security Warning dialog box to proceed.
The Dell SupportAssist Enterprise - InstallShield Wizard window is displayed.
2. At the This setup will perform an upgrade of 'Dell SupportAssist'. Do you want to continue? prompt, click Yes.
The Preparing to Install page is displayed briefly, and then the Welcome to the SupportAssist Enterprise Installer
page is displayed.
3. Click Upgrade.
The Installing SupportAssist Enterprise page is displayed, and then the Installation Completed page is displayed.
4. Click Finish.
The SupportAssist Enterprise login page opens in a web browser window.
5. Type the Microsoft Windows operating system user name and password, and then click Login.
The SupportAssist Enterprise Devices page is displayed.
If you had created device groups and device group credentials prior to migration, the following changes occur:
● Device group credentials are saved as Credential Accounts and Credential Profiles. However, if individual and device
group credentials were configured for devices within the device group, only the individual device credentials are applied
for those devices after the upgrade. If necessary, you can select those devices and apply the created credential profiles.
● Credential Accounts are not created for the existing individual device credentials. If devices within the device group were
configured with individual credentials, the individual credentials are saved and applied on the devices.
NOTE:
For instructions to access SupportAssist Enterprise after the migration is complete, see Opening the
SupportAssist Enterprise user interface on page 35.
Next steps
For Storage PS Series devices only: After migration from SupportAssist for OpenManage Essentials to SupportAssist Enterprise,
members of an Storage PS Series group that are discovered in OpenManage Essentials are replaced in SupportAssist Enterprise
by only the Storage PS Series group. The Storage PS Series group is placed in the Staging group with an Unable to add
device status because the credentials of the Storage PS Series group are not available. To add the Storage PS Series group in
SupportAssist Enterprise, ensure that you edit the credentials or apply a Credential Profile to the Storage PS Series group after
migration.
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Getting started with SupportAssist Enterprise