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: If the user name and password required to connect to the proxy server are not provided, SupportAssist
Enterprise connects to the proxy server as an anonymous user.
4. If a user name and password are required to connect to the proxy server, select Proxy requires authentication and then
type the user name and password in the corresponding fields:
● User Name — The user name must contain one or more printable characters, and not exceed 104 characters.
● Password — The password must contain one or more printable characters, and not exceed 127 characters.
5. Click Apply.
SupportAssist Enterprise verifies the connection to the proxy server by using the provided proxy server details, and displays
a message indicating the connectivity status.
NOTE: The proxy settings are saved only if SupportAssist Enterprise is able to connect to the proxy server by using the
provided details.
NOTE: If the proxy server is configured to allow anonymous authentication, the credentials you provide for the proxy
server are saved, but the credentials are not validated.
Related references
Proxy Settings on page 146
Connectivity test
The Network Connectivity Test page enables you to verify and test connectivity status to resources that affect the
functionality of SupportAssist Enterprise. You can use the connectivity tests to verify if SupportAssist Enterprise is able to
connect successfully to the following resources:
● Internet (including the proxy server, if the server where SupportAssist Enterprise is installed connects to the internet
through a proxy server)
● The SMTP server (email server) utilized by your company
● Dell FTP server
● File upload server hosted by Dell
● SupportAssist server hosted by Dell
Figure 24. Network Connectivity Test page
By default, SupportAssist Enterprise automatically tests connectivity to the dependent resources every day at 11 p.m. (time as
on the server where SupportAssist Enterprise is installed), and displays the result in the Status column. If there is an issue with
connectivity to a dependent resource, a status email is sent to your primary and secondary SupportAssist Enterprise contacts.
NOTE:
You can receive the connectivity status email only if you have configured the details of the SMTP server (email
server) utilized by your company in SupportAssist Enterprise. See Configuring the SMTP server settings.
You can also test SupportAssist Enterprise connectivity to the dependent resources at any time. The result of the test is
displayed in the Status column.
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Maintaining SupportAssist Enterprise capability