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
Overview
Dell EMC SupportAssist Enterprise is an application that automates technical support for your Dell server, storage, and
networking devices. SupportAssist Enterprise monitors your Dell devices and proactively detects hardware issues that may
occur. When a hardware issue is detected, SupportAssist Enterprise automatically opens a support case with Dell Technical
Support and sends you an email notification. Data required for troubleshooting the issue is automatically collected by
SupportAssist Enterprise and sent securely to Dell Technical Support. The collected data helps Dell Technical Support to provide
you an enhanced, personalized, and efficient support experience. SupportAssist Enterprise capability also includes a proactive
response from Dell Technical Support to help you resolve the issue.
NOTE: SupportAssist Enterprise can monitor hardware issues that occur in Dell server and Dell networking devices. For Dell
storage devices, SupportAssist Enterprise can only collect and send system information.
NOTE: SupportAssist Enterprise capabilities available for a device vary depending on the Dell service contract of the
device. The primary capabilities of SupportAssist Enterprise are available only for devices with an active ProSupport,
ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contract. For a summary of
the SupportAssist Enterprise capabilities and Dell service contracts, see SupportAssist Enterprise capabilities available with
Dell service contracts.
This document provides information about installing and setting up SupportAssist Enterprise to:
● Monitor devices for hardware issues
● Automatically create a support case when an issue is detected
● Collect and send system information from your devices periodically and as needed
NOTE:
In this document, the term local system refers to the server where SupportAssist Enterprise is installed; remote
device refers to any other device that you want SupportAssist Enterprise to monitor for hardware issues and collect system
information, or to only collect system information.
Related references
Data collected by SupportAssist Enterprise on page 10
Topics:
• Overview of supported device types
• How SupportAssist Enterprise works
• SupportAssist Enterprise capabilities available with Dell service contracts
• Data collected by SupportAssist Enterprise
Overview of supported device types
SupportAssist Enterprise is compatible with Dell server, storage, networking, and chassis devices. The following is an overview
of the device types that are compatible with SupportAssist Enterprise.
NOTE:
SupportAssist Enterprise may not be compatible with all device models of a supported device type. For the
complete list of supported device types and device models, see the Dell EMC SupportAssist Enterprise Version 1.0 Support
Matrix at https://www.Dell.com/ServiceabilityTools.
● Servers
○ Dell’s 9th to 13th generation of PowerEdge servers
○ Dell PowerEdge C Series servers
○ Dell XC Series of Web-scale Hyper-converged Appliances
○ Dell Datacenter Scalable Solutions
○ Dell PowerVault NX devices
○ Dell PowerVault DL devices
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8 Overview