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
NOTE: By default, the case list is grouped by the device name or device IP address. The last refreshed date and time that is
displayed in the group header indicates when the case information was last retrieved from Dell.
Support case information is automatically available, for supported devices that have valid Service Tags when SupportAssist
Enterprise connects to the Dell support case and service contract databases over the internet. Support case information is
refreshed only in the following situations:
● When you open the Cases page.
● When you click the Refresh link on the Cases page.
● When the Cases page is open and you refresh the web browser window.
After SupportAssist Enterprise has completed its open support cases update, the Cases page displays the current support
cases. For information on the fields and details displayed on the Cases page, see Case page.
Case management options
The Cases page provides options that you can use to manage the support cases that were opened automatically by
SupportAssist Enterprise. You can request Dell Technical Support to perform the following activities by using the available
case management options:
● Suspend activities related to a support case
● Resume activities related to a support case
● Close a support case
NOTE: The case management options are applicable only for support cases that were opened automatically by
SupportAssist Enterprise.
Figure 11. Case options
Requesting to suspend case activities for 24 hours
Prerequisites
You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user
groups and Granting elevated or administrative privileges to users.
About this task
You can request Dell Technical Support to stop activities related to a support case for 24 hours, if necessary. For example, you
may want Dell Technical Support to suspend activities for a support case in the following scenarios:
● If you want to resolve the issue without any assistance from Dell Technical Support
● If you do not want to receive any notifications related to the support case from Dell during a planned maintenance activity
NOTE:
You can request Dell Technical Support to stop activities related to a support case only if the support case was
opened by SupportAssist.
Steps
1. Click Cases.
The Cases page is displayed.
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Viewing cases and devices