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
2. In the Refine by pane, from the Source Type list, select SupportAssist.
The list of all cases that were opened by SupportAssist are displayed.
3. Select the support case that you want to suspend.
NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist.
NOTE: The Suspend Activity 24 hours option is disabled if you have already requested to suspend notifications for
the selected support case.
4. From the Case Options list, select Suspend Activity 24 hours.
The Suspend case activities for 24 hours window is displayed.
5. (Optional) Type your reason for requesting to suspend activities for the support case.
6. Click OK.
The Updating Case message is displayed. After the case is updated successfully, the Case Status message is displayed.
7. Click OK.
The support case displays a Suspended status.
NOTE: If SupportAssist Enterprise is unable to process your request, an appropriate error message is displayed. In such
a scenario, you can run the case creation test to verify connectivity to Dell, and then retry the operation.
Related tasks
Testing the case creation capability on page 69
Requesting to resume support activities
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 resume activities for a support case, if you had previously requested to suspend
activities for the support case.
Steps
1. Click Cases.
The Cases page is displayed.
2. In the Refine by pane, from the Source Type list, select SupportAssist.
The list of all cases that were opened by SupportAssist are displayed.
3. Select the support case that you want to resume.
NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist.
NOTE: The Resume Activity option is enabled only if you had previously requested to suspend notifications for the
selected support case.
4. From the Case Options list, select Resume Activity.
The Resume Activity window is displayed.
5. (Optional) Type your reason for requesting to resume activities for the support case.
6. Click OK.
The Updating Case message is displayed. After the case is updated successfully, the Case Status message is displayed.
7. Click OK.
The support case displays the appropriate status.
NOTE:
If SupportAssist Enterprise is unable to process your request, an appropriate error message is displayed. In such
a scenario, you can run the case creation test to verify connectivity to Dell EMC, and then retry the operation.
Related tasks
Testing the case creation capability on page 69
Viewing cases and devices
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