Users Guide
Table Of Contents
- SupportAssist Enterprise Version 1.0 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
- Minimum requirements for installing and using SupportAssist Enterprise
- Installing 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
- Device types and applicable devices
- Adding a single device
- Adding a server or hypervisor
- Adding an iDRAC
- Adding a chassis
- Adding a Dell Networking device
- Adding a PowerVault MD Series storage array
- Adding a Dell EqualLogic PS Series storage array
- Adding a Dell Compellent SC Series storage solution
- Adding a Dell Fluid File System (FluidFS) NAS device
- Adding a device by duplication
- Importing multiple devices
- Exporting details of devices that were not imported
- Revalidating a device
- Viewing cases and devices
- Device grouping
- Understanding maintenance mode
- Maintaining SupportAssist Enterprise capability
- Enabling or disabling monitoring of a device
- Editing device credentials
- Installing or upgrading OMSA by using SupportAssist Enterprise
- Configuring SNMP settings by using SupportAssist Enterprise
- Viewing and updating the contact information
- Configuring proxy server settings
- Connectivity test
- Testing the case creation capability
- Clearing the System Event Log (SEL)
- Automatic update
- Deleting a device
- Opting in or opting out from ProSupport Plus server recommendation report emails
- Configuring email notifications
- Configuring data 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
- Customizing the schedule for periodic collection of system information
- Default schedule for collection of system information
- Disabling the periodic collection of system information from specific devices
- Enabling or disabling the collection of identity information
- Enabling or disabling the collection of software information and the system log
- Viewing collections
- Using SupportAssist Enterprise to collect and send system information
- 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 (Windows)
- Manually configuring the alert destination of a server (Windows)
- Manually configuring the alert destination of a server by using the script file (Linux)
- Manually configuring the alert destination of a server (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
- Other useful information
- Monitoring servers for hardware issues
- Support for automatically installing or upgrading OMSA
- Support for automatically configuring SNMP settings
- Device correlation
- Detection of hardware issues in attached storage devices
- Support for Dell OEM servers
- Installing Net-SNMP (Linux only)
- Configuring sudo access for SupportAssist Enterprise (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
- 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 service
- Other services
- Security
- SupportAssist Enterprise user interface
- Error code appendix
- Related documents and resources
● SUSE Linux Enterprise Server 11 SP4
● SUSE Linux Enterprise Server 10 SP4
● Oracle Linux 7.x
● Oracle Linux 6.x
NOTE: Installation of SupportAssist Enterprise is not supported on Red Hat Enterprise Linux 6.6.
Web browser requirements
To view the SupportAssist Enterprise user interface, one of the following web browsers is required:
● Internet Explorer 10 or later
● Mozilla Firefox 31 or later
NOTE: SupportAssist Enterprise is not supported on Microsoft Edge web browser.
NOTE: On Linux operating systems, SupportAssist Enterprise can also be viewed using the native web browser version.
Network requirements
The following are the network requirements on the local system (the server where SupportAssist Enterprise is installed) and
remote devices.
● Internet connection — standard 1 GbE network.
● The local system must be able to communicate with the SupportAssist server hosted by Dell over HTTPS protocol.
● The local system must be able to connect to the following destinations:
○ https://apidp.dell.com and https://api.dell.com — end point for the SupportAssist server.
○ https://is.us.dell.com/FUS/api/2.0/uploadfile — the file upload server where the collected system information is
uploaded.
○ https://is.us.dell.com/FUSCHUNK/api/1.0/file/uploadChunk — the file upload server where the collection files
greater than 10 MB in size are uploaded.
○ https://downloads.dell.com/ — for downloading Dell OpenManage Server Administrator (OMSA) and receiving new
SupportAssist Enterprise release information, policy files, and product support files.
The following table lists the ports that must be open on the local system.
Table 3. Network port requirements on the local system
Port Direction Usage
22 Out For adding the local system running a Linux operating system and for collecting system
information
25 Out For SMTP communication (required for SupportAssist Enterprise to send certain email
notifications through the SMTP server utilized by your company)
80 Out For HTTP communication
135 Out For Windows Management Instrumentation (WMI) communication
162 In For receiving alerts (SNMP traps) from remote devices
443 Out For Secure Socket Layer (SSL) communication, WS-Man communication, and verifying
SupportAssist Enterprise update information
1311 Out For Dell OpenManage Server Administrator (OMSA) communication
5700 In For opening SupportAssist Enterprise securely (HTTPS) from a remote system
5701, 5702, 5703,
and 5704
In For collecting system information from devices
9099 In For opening SupportAssist Enterprise (HTTP) from the local system
61616 In For processing SupportAssist Enterprise tasks
16 Getting started with SupportAssist Enterprise