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

Configuring alert rules in TechDirect...........................................................................................................................151

Viewing SupportAssist Enterprise alerts in TechDirect..........................................................................................152

SupportAssist alerts........................................................................................................................................................152

SupportAssist alert actions........................................................................................................................................... 153

Chapter 18: Other useful information......................................................................................... 154

Monitoring servers for hardware issues.....................................................................................................................154

Support for automatically installing or upgrading OMSA.......................................................................................155

Support for automatically configuring SNMP settings...........................................................................................156

Deep discovery ................................................................................................................................................................156

Device correlation............................................................................................................................................................157

Association view ............................................................................................................................................................. 157

Detection of hardware issues in attached storage devices.................................................................................. 158

Support for Dell OEM servers...................................................................................................................................... 158

Installing Net-SNMP on a server running Linux.......................................................................................................159

Configuring sudo access for SupportAssist Enterprise on a server running Linux..........................................159

Ensuring successful communication between the SupportAssist Enterprise application and the

SupportAssist server.................................................................................................................................................. 159

Accessing the SupportAssist Enterprise application logs......................................................................................160

Event storm handling.......................................................................................................................................................161

Accessing the context-sensitive help..........................................................................................................................161

Viewing SupportAssist Enterprise product information..........................................................................................161

Uninstalling SupportAssist Enterprise......................................................................................................................... 161

Uninstalling SupportAssist Enterprise - Windows.............................................................................................. 161

Uninstalling SupportAssist Enterprise - Linux.....................................................................................................162

Uninstalling SupportAssist Enterprise in silent mode - Linux..........................................................................162

Identifying the generation of a Dell PowerEdge server..........................................................................................163

Chapter 19: Troubleshooting...................................................................................................... 164

Installing SupportAssist Enterprise ............................................................................................................................ 164

SupportAssist Enterprise registration........................................................................................................................ 165

Opening the SupportAssist Enterprise user interface............................................................................................ 165

Logging in to SupportAssist Enterprise .................................................................................................................... 165

Unable to add device...................................................................................................................................................... 166

Unable to add adapter.................................................................................................................................................... 168

Unable to add Remote Collector..................................................................................................................................168

Disconnected.................................................................................................................................................................... 168

Importing multiple devices.............................................................................................................................................169

OMSA not installed......................................................................................................................................................... 169

SNMP not configured.....................................................................................................................................................169

New version of OMSA available...................................................................................................................................169

Unable to configure SNMP............................................................................................................................................170

Unable to verify SNMP configuration.........................................................................................................................170

Unable to install OMSA.................................................................................................................................................. 170

Unable to verify OMSA version.....................................................................................................................................171

OMSA not supported.......................................................................................................................................................171

Unable to reach device....................................................................................................................................................171

Unable to gather system information.......................................................................................................................... 171

Insufficient storage space to gather system information...................................................................................... 173

Unable to export collection............................................................................................................................................174

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