SupportAssist Enterprise Version 1.1 User's Guide May 2020 Rev.
Notes, cautions, and warnings NOTE: A NOTE indicates important information that helps you make better use of your product. CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem. WARNING: A WARNING indicates a potential for property damage, personal injury, or death. © 2017 - 2020 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries.
Contents Chapter 1: Overview...................................................................................................................... 9 What is new in this release................................................................................................................................................9 Overview of supported device types............................................................................................................................
Adding a chassis...........................................................................................................................................................42 Adding a Networking device..................................................................................................................................... 44 Adding a PowerVault MD Series storage array....................................................................................................
Editing adapter............................................................................................................................................................. 78 Deleting adapter...........................................................................................................................................................79 Remote Collectors.................................................................................................................................................
Enabling or disabling the collection of software information and the system log............................................ 114 Enabling or disabling the automatic upload of collections......................................................................................114 Chapter 11: Viewing collections...................................................................................................115 Viewing a collection from the Devices page.............................................................
Configuring sudo access for SupportAssist Enterprise (Linux)........................................................................... 144 Ensuring successful communication between the SupportAssist Enterprise application and the SupportAssist server.................................................................................................................................................. 145 Accessing the SupportAssist Enterprise application logs.......................................................
Chapter 18: SupportAssist Enterprise user interface..................................................................166 SupportAssist Enterprise Registration Wizard......................................................................................................... 168 Welcome...................................................................................................................................................................... 168 Proxy Settings.............................................
1 Overview 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 Technical Support and sends you an email notification.
● Support for additional storage and networking device models ● Collect system information from management and monitoring software such as VMware vCenter, Microsoft System Center Virtual Machine Manager (SCVMM), Dell EqualLogic SAN Headquarters (SAN HQ), and Host Integration Toolkit for VMware / Virtual Storage Manager (HIT Kit / VSM) ● Periodic collection of system information from all devices on a specific day of each month ● Enable or disable the automatic upload of collections ● Search for devices, case
Related references Identifying the generation of a Dell PowerEdge server on page 148 How SupportAssist Enterprise works When SupportAssist Enterprise is setup and the devices to be monitored are configured correctly, SupportAssist Enterprise receives an alert whenever a hardware event occurs on any monitored device. The received alerts are filtered by using various policies to determine if the alerts qualify for creating a new support case or for updating an existing support case.
Table 1. SupportAssist Enterprise capabilities and Dell service contracts (continued) SupportAssist Enterprise capability Description Basic Hardware ProSupport ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center collected from the monitored device and sent securely to Dell. Automated support case creation When a hardware failure is detected either proactively or predictively, a Service Request is automatically created with Technical Support.
You can also access and view the system information that is collected by SupportAssist Enterprise. For information on viewing the collected system information, see Viewing the collected system information. By default, SupportAssist Enterprise collects system information from all devices, irrespective of the service contract of the devices, and sends the system information securely to Dell.
2 Getting started with SupportAssist Enterprise SupportAssist Enterprise automates technical support from Dell for your Dell devices. Depending on your requirement, you can install and set up SupportAssist Enterprise to automate technical support for one or more of your devices.
Setting up SupportAssist Enterprise for remote devices Adding remote device in SupportAssist Enterprise prepares SupportAssist Enterprise to monitor hardware issues and collect system information from those devices. To set up SupportAssist Enterprise for remote devices: 1. Ensure that you have completed the steps listed in Setting up SupportAssist Enterprise for the local system. 2. (Optional) If you want to manage a set of devices as a group, create one or more device groups based on your preference.
● You can also prevent the upload of collections. See Disabling the automatic upload of collections. NOTE: In most cases, part or all of the system information collected by SupportAssist Enterprise is required by Technical Support to properly diagnose issues and provide an appropriate resolution. To receive the full benefits of SupportAssist Enterprise, you must enable all the system information collection options.
Table 2. Upgrading and migrating to SupportAssist Enterprise (continued) If you have installed… Do this… SupportAssist for Dell OpenManage Essentials version 2.1 or 2.2 SupportAssist for Microsoft System Center Operations Manager Version 1.0 or 1.1 Minimum requirements for installing and using SupportAssist Enterprise The following sections describe the minimum hardware, software, and networking requirements for installing and using SupportAssist Enterprise.
NOTE: For monitoring more than 100 devices in your environment, Dell recommends that you install SupportAssist Enterprise on server that meets the specified hardware requirements. Periodic collections (required for ProSupport Plus reporting) from more than 100 devices may result in a high processor or memory utilization on the monitoring server. This high resource utilization may affect other applications that are running on the monitoring server, if the resources are shared with other applications.
● 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. NOTE: To open SupportAssist Enterprise by using Internet Explorer: ● In the Security tab, enable Active Scripting. ● In the Advanced tab, enable Play animations in web pages.
Table 5.
Table 6. Network port requirements on remote devices (continued) Device Type Solution Port Usage 135 For adding a device running SAN HQ and to collect system information 443 For adding a Web-Scale Converged Appliance and to collect system information Installing SupportAssist Enterprise About this task You can install SupportAssist Enterprise by using either the SupportAssist Enterprise installer package or the OpenManage Essentials installer package.
Installing SupportAssist Enterprise by using the SupportAssist Enterprise installer package (Windows) Prerequisites ● Download the SupportAssist Enterprise installation package for Windows operating systems. See Downloading the SupportAssist Enterprise installation package. ● Log in to the system with Administrator privileges. ● The system must meet the requirements for installing SupportAssist Enterprise. See Minimum requirements for installing and using SupportAssist Enterprise. Steps 1.
NOTE: If the system is a member of a domain, you must enter the login user name in the [Domain\Username] format. For example, MyDomain\MyUsername. You can also use a period [ . ] to indicate the local domain. For example, .\Administrator. 7. Enter the Microsoft Windows operating system user name and password, and then click Login. The SupportAssist Enterprise Registration Wizard is displayed.
Figure 2. Login page NOTE: If the initialization of the Dell SupportAssist Service takes longer than expected, an error message is displayed. If this issue occurs, close the web browser and try accessing SupportAssist Enterprise later. For instructions to access SupportAssist Enterprise, see Opening the SupportAssist Enterprise user interface on page 34.
Installing SupportAssist Enterprise in silent mode (Linux) Prerequisites ● Download the SupportAssist Enterprise installation package for Linux operating systems. ● Log in to the system with root privileges. ● Net-SNMP must be installed on the system. For information on installing Net-SNMP, see Installing Net-SNMP (Linux only). NOTE: If you choose to install Net-SNMP after installing SupportAssist Enterprise, ensure that you run the script file, snmptrapdServiceConfiguration.sh, after installing Net-SNMP.
2. In the folder where you extracted the installation package, double-click the Autorun.exe file. The Dell EMC OpenManage Install window is displayed. 3. If OpenManage Essentials version 2.3 is not installed on the system, make sure that Dell EMC OpenManage Essentials is selected. 4. Select Dell EMC SupportAssist Enterprise, and then click Install.
NOTE: Ensure that you enter a valid port number which is not in use and within the range 1025 to 65535. 5. Click Finish. If you had created device groups and device group credentials prior to the upgrade, the following changes occur: ● Device group credentials are saved as Credential Accounts and Credential Profiles. However, if individual and device group credentials were configured for devices within the device group, only the individual device credentials are applied for those devices after the upgrade.
Migrating to SupportAssist Enterprise by using the SupportAssist Enterprise installer package (Windows) Prerequisites Download the SupportAssist Enterprise installation package for Windows operating systems. See Downloading the SupportAssist Enterprise installation package on page 16. About this task If you have SupportAssist for Servers version 1.2 or 1.3, SupportAssist for Dell OpenManage Essentials version 2.1 and 2.2, or SupportAssist for Microsoft System Center Operations Manager version 1.0 or 1.
address of the iDRACs in the Proxy Exclusion List on the SupportAssist Enterprise Proxy Settings page and then revalidate each device. After migration from an unregistered version of SupportAssist, collections that you manually initiate are not automatically uploaded. To ensure that these collections are automatically uploaded, enable the automatic collection upload settings in the Preferences page.
● Credential Accounts are not created for the existing individual device credentials. If devices within the device group were configured with individual credentials, the individual credentials are saved and applied on the devices. The Devices page is displayed. Next steps After migration from an unregistered version of SupportAssist, collections that you manually initiate are not automatically uploaded.
Table 8.
SupportAssist Enterprise verifies connectivity to the Internet through the proxy server. If the connection is successful, the Registration page is displayed. Else, an error message is displayed. If the proxy server connectivity issue persists, contact your network administrator for assistance. Figure 3. Registration page 3. On the Registration page, provide the following information: ● Name — The name must contain one or more printable characters, and must not exceed 256 characters.
Next steps ● To allow SupportAssist Enterprise to automatically create a support case when a hardware issue occurs on the local system: ● ● ● ● ● 1. Install or upgrade Dell OpenManage Server Administrator (OMSA) on the local system. See Installing or upgrading OMSA by using SupportAssist Enterprise. 2. Configure the SNMP settings of the local system. See Configuring SNMP settings by using SupportAssist Enterprise. 3.
7. Type semodule -i supportassistpolicy.pp and press Enter. Opening the SupportAssist Enterprise user interface Steps You can open the SupportAssist Enterprise user interface by using one of the following methods: ● If you are logged in to the server where SupportAssist Enterprise is installed: ○ Double-click the Dell SupportAssist Enterprise desktop icon.
Logging out of SupportAssist Enterprise Steps 1. Click the user name link that is displayed at the top-right of the SupportAssist Enterprise header area. 2. In the menu that is displayed, click Logout. The SupportAssist Enterprise login page is displayed.
3 Adding devices Adding devices prepares SupportAssist Enterprise to automate support from Dell Technical Support for your Dell devices. To use SupportAssist Enterprise to either monitor hardware issues or collect system information from your devices, you must add your devices in SupportAssist Enterprise. After the installation of SupportAssist Enterprise, the local system (server where SupportAssist Enterprise is installed) is automatically added in SupportAssist Enterprise.
Table 9. Selecting a device type (continued) Device Type Devices that you can add ● PowerVault with FluidFS ● Compellent FS with FluidFS iDRAC 12th and later generations of PowerEdge servers NOTE: To add an iDRAC, you must provide the iDRAC IP address of the server.
● Solution ● Storage Center (SC) / Compellent Adding a server or hypervisor Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed. ● If the device is running a Microsoft Windows operating system, Windows Management Instrumentation (WMI) service must be running on the device.
Figure 4. Add single device window 4. Type the IP address or host name of the device in the appropriate field. NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the IP address of the device. 5. If desired, type a name for the device in the appropriate field. The name you enter is used to represent the device in SupportAssist Enterprise.
If the device is a member of a Windows domain, you must provide the user name in the [Domain\Username] format. For example, MyDomain\MyUsername. You can also use a period [ . ] to indicate the local domain. For example, .\Administrator. Example of a Linux user name: root The Discovering Device page is displayed until SupportAssist Enterprise identifies the device. If the device is discovered successfully, the Assign Device Group (Optional) page is displayed.
Adding an iDRAC Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be a 12th or later generation Dell PowerEdge server (iDRAC7 or later). For information on identifying the generation of a PowerEdge server, see Identifying the generation of a Dell PowerEdge server on page 148. ● The device must be reachable from the server where SupportAssist Enterprise is installed.
9. If desired, from the Assign Other Group list, select a device group to which you want to assign the device. If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see Predefined device groups. 10. Click Finish. NOTE: If you have selected the Configure SNMP Settings option, device addition may take some time. The device is added to the device inventory, and the Summary page is displayed. 11.
Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Click Add Devices. The Add Single Device or Import Multiple Devices wizard is displayed. 3. From the Device Type list, select Chassis. 4. Type the IP address or host name of the device in the appropriate field. NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the IP address of the device. 5. If desired, type a name for the device in the appropriate field.
Adding a Networking device Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed. ● Ports 22 or 161 must be open on the device. ● Secure Shell (SSH) and SNMP services must be running on the device.
9. If desired, from the Assign Other Group list, select a device group to which you want to assign the device. If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see Predefined device groups. 10. Click Finish. The device is added to the device inventory and the Summary page is displayed. 11. Click OK to close the Add Single Device wizard.
8. Click Finish. The device is added to the device inventory and the Summary page is displayed. 9. Click OK to close the Add Single Device wizard. Next steps If a message is displayed stating that the device is added to the Staging group: 1. Ensure that all prerequisites for adding the device are met. 2. Revalidate the device. See Revalidating a device on page 56.
Related references Add Single Device on page 176 Adding a Compellent SC Series storage solution Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed. ● Port 443 must be open on the device. ● REST service must be running on the device.
Adding a Fluid File System (FluidFS) NAS device Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed. ● Ports 22 and 44421 must be open on the device. ● Secure Shell (SSH) service must be running on the device.
Adding a software Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed.
Adding a solution Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed. ● Port 443 must be open on the device. ● Firmware version 4.x or later must be installed on the device for the collection of system information.
Adding a device by duplication Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed. ● The required network ports must be open on the device. For the network port requirements on the remote device, see Network requirements.
6. Depending on the device type and your requirement, select or clear the available options, and click Next. The Device Credentials page is displayed. 7. Enter the credentials of the device and click Next. The Discovering Device page is displayed until SupportAssist identifies the device. If the device is discovered successfully, the Device Options page is displayed. Otherwise, an appropriate error message is displayed. 8.
Figure 6. Import multiple devices window 4. Click Download .csv template and save the .csv file. 5. Open the .csv template and update the details of the devices. An example of a .csv file with the device details is as follows: Device Type,IP/Hostname,Display Name,Username,Password,Enable Password,Community String,Auto SNMP Config(Yes/No),Auto Push OMSA(Yes/No),Compellent UserName,Compellent Password Server/hypervisor,10.14.17.14,ServerA.com,Onyx,ak,,,yes,yes,, Server/hypervisor,10.14.19.
Figure 7. Importing devices window The Importing Devices window is displayed. If you click Cancel while the device import operation is in progress: ● ● ● ● The import operation is stopped after your confirmation. Devices that were already imported are retained in the Default or Staging group. The import operation continues for devices for which discovery has already started. Devices for which the initial identification is incomplete are discarded.
Figure 8. Device Import pane The Device Import pane is displayed. The result of the device import operation is as follows: ● Devices that were imported successfully are added to the device inventory. ● Devices that were identified, but did not meet certain prerequisites, are added to the Staging group. For more information on the Staging group, see Predefined device groups on page 67. ● Devices that were not identified are notified as failed devices.
Exporting details of devices that were not imported About this task You can export the details of the devices that were not imported as a .csv file. The exported file contains the device details, description of the issue, and the possible resolution. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. In the Device Import pane, click Save failed device list. The Save As window is displayed. 3. Navigate to the location where you want to save the file and click Save.
Figure 9. Revalidate option The device overview pane is displayed. 4. Click Revalidate. SupportAssist Enterprise identifies the device and verifies if all the requirements for enabling SupportAssist Enterprise capabilities are met. If the revalidation is successful, the Assign Device Group (Optional) page is displayed. 5. If desired, from the Assign Other Group list, select a device group to which you want to assign the device. 6. Click Finish.
4 Viewing cases and devices The SupportAssist Enterprise user interface displays the devices that you have added and the support cases that are open for those devices. From the Devices page, you can perform various device-specific operations such as view collections, enable or disable monitoring, and so on. From the Cases page, you can manage cases that were opened by SupportAssist Enterprise. NOTE: SupportAssist Enterprise does not create a support case for every alert received from a monitored device.
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.
● If support cases are present for the device, you are navigated to the Cases page. Support cases that are present for the device are displayed at the top of the Cases page with a blue border along the rows. ● If no support cases are present for the device, an appropriate message is displayed. Figure 12. Cases for the device NOTE: When you check for support cases, the latest support cases information is retrieved from Dell for the selected device.
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 Technical Support to stop activities related to a support case for 24 hours, if necessary.
The list of all cases that were opened by SupportAssist are displayed. 3. Select the support case for which you want to Technical Support to resume case activities. 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.
Related tasks Testing the case creation capability on page 103 Viewing the device inventory About this task To view the device inventory, point to Devices and click View Devices. Figure 14. Device Inventory page NOTE: The Devices page is refreshed automatically every 3 minutes. For information on the fields and details displayed on the Devices page, see Device inventory.
Figure 15. Device overview pane Refining the displayed data About this task You can refine the data displayed on the Devices, Cases or Collections page based on the available options. ● The Devices page can be refined based on collection type, device type, adapter, and remote collectors. ● The Cases page can be refined by device type, case status, service contract of the device, and the source of the case. ● The Collections page can be refined by collection type, device type, and date range. Steps 1.
Clearing the data filter You can clear the data filter you applied on the Devices, Cases or Collections page to view all the available data. Steps displayed in the column header. 1. Click the filtered icon The filtering options are displayed. 2. Click Clear. The user interface displays all the available data. Sorting the displayed data About this task To sort the data displayed on the Devices, Cases or Collections page, click a column header.
5 Device grouping SupportAssist Enterprise has two predefined device groups—Default and Staging—that help you in managing the devices that you add. Depending on your requirement, you can also create custom device groups to manage certain devices as a group.
Predefined device groups The predefined device groups available in SupportAssist Enterprise are as follows: ● Default group — Contains devices that you have assigned to the Default group. By default, all devices that are discovered successfully are assigned to this group, unless you assign the device to any other group. ● Staging group — Contains devices that were only discovered partially while you tried to add them because certain requirements were not met.
Managing devices in a device group After creating a device group, you can select the devices you want to add or remove from the device group. Prerequisites ● Ensure that you have already created a device group. See Creating a device group. ● 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.
Managing the credentials of a device group If device types within the device group have the same credentials, you can configure common credentials for each device type within the device group. 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. ● You must have created a Credential Profile. See Creating Credential Profile.
4. If you want to use the contact information provided in the Settings > Contact Information page, select Use Default. 5. Select the type of contact: ● Primary ● Secondary 6. Type the first name, last name, phone number, alternate phone number (optional), and email address in the appropriate fields. 7. Select the preferred contact method, preferred contact hours, and time zone. 8. In the Parts Dispatch (Optional) section: NOTE: The parts dispatch information is optional.
The Device Groups page is displayed. 2. Select a device group. 3. From the Select group actions list, select Edit / Delete Device Group. The Edit / Delete Group window is displayed. 4. Click Delete.
6 Using Extensions The extensions available in SupportAssist Enterprise enable you to extend the SupportAssist Enterprise capability to many devices. You can use the extensions to inventory and add devices that are managed by a systems management console such as Dell OpenManage Essentials or Microsoft System Center Operations Manager.
Table 11. Support for setting up a Remote Collector Operating system where SupportAssist Enterprise is installed Support for setting up Remote Collector on a remote server running Windows Support for setting up Remote Collector on a remote server running Linux Windows Yes No Linux No No NOTE: For the devices that you can assign to a Remote Collector, see the list of devices in the SupportAssist Enterprise Version 1.1 Support Matrix at https://www.Dell.com/ServiceabilityTools.
NOTE: If you have upgraded from SupportAssist for OpenManage Essentials to SupportAssist Enterprise, the OpenManage Essentials adapter is automatically set up and your devices are inventoried in SupportAssist Enterprise. NOTE: The OpenManage Essentials adapter only inventories devices that are supported by SupportAssist Enterprise. For the list of supported devices, see the SupportAssist Enterprise version 1.1 Support Matrix at https://www.Dell.com/ ServiceabilityTools. Steps 1.
Next steps If the Credential Profile that you selected contains the correct credentials for the inventoried devices, the devices are added to the Default group. Devices for which the credentials are either not correct or not available are moved to the Staging group. NOTE: By default, monitoring is enabled for devices that are added successfully through the adapter. NOTE: The automated support capabilities of SupportAssist Enterprise are not available for devices that are placed in the Staging group.
Figure 20. Set Up Adapter window 3. From the Adapter type list, select System Center Operations Manager. 4. If desired, type a name for the adapter in the appropriate field. The name that you enter is used to represent the adapter in SupportAssist Enterprise. If you do not enter a name, the host name or IP address that you have entered is used to represent the adapter. 5. If you are setting up the adapter on the management group: a. Type the hostname or IP address of the management group. b.
Management Packs for inventorying devices managed by Operations Manager The following table lists the Dell EMC Server Management Pack Suite Version 6.3 or 7.0 required for SupportAssist Enterprise to inventory devices that are managed by System Center Operations Manager (SCOM). Table 12.
Viewing devices inventoried by the adapter Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. In the Refine By pane, click + to expand the adapter list, and then select the adapter. The devices that are inventoried by the adapter are displayed.
2. Select the adapter that you want to edit and click Edit. The Edit Adapter window is displayed. 3. Edit the name, user name, and password as required. 4. Change the update inventory frequency and Credential Profile as required. 5. Click Update. The details of the adapter are updated. Related references Adapters on page 190 Deleting adapter Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges.
Minimum requirements for setting up a Remote Collector The following sections describe the minimum hardware and networking requirements for setting up a Remote Collector in SupportAssist Enterprise. Hardware requirements The following table provides a summary of the minimum hardware requirements on the server where the Remote Collector is set up. Table 13.
Table 14. Network bandwidth requirements (continued) Requirement Minimum LAN bandwidth* Minimum WAN bandwidth** For collection of system information from up to 300 devices 0.5 Gpbs 10 Mbps For collection of system information from up to 1000 devices 1 Gpbs 20 Mbps For collection of system information from up to 3500 devices 1 Gpbs 20 Mbps * Network bandwidth required for collecting system information from devices within a single site.
Table 16.
Figure 21. Set Up Remote Collector window 3. Type the hostname or IP address of the server where you want to set up the Remote Collector. 4. If desired, type a name for the Remote Collector in the appropriate field. 5. Type the user name and password in the appropriate fields. 6. Type the IP address or IP address ranges of the devices that you want to associate with the Remote Collector. To add multiple IP address ranges, click Add address range, and then type the IP address range of the devices.
● *.*.*.10 ● *.10.12.100 ● 10.*.*.* The following IP address range formats are not supported: ● 10.*.*.49 ● 10.*.49.* ● 10.49.*.10 8. Click OK. The Remote Collector (remote instance of SupportAssist Enterprise) is installed and set up on the remote server. NOTE: If the Remote Collector is not added successfully, you may have to delete the Remote Collector and set it up again.
Figure 22. Remote Collector overview pane Related references Remote Collectors on page 193 Remote Collector overview pane on page 195 Viewing devices associated with a Remote Collector Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. Steps 1. Point to Extensions and click Manage Remote Collectors. The Remote Collectors page is displayed. 2. Select a Remote Collector.
About this task You can edit the name, IP address range, user name, and password of a Remote Collector based on your preference. Steps 1. Point to Extensions and click Manage Remote Collectors. The Remote Collectors page is displayed. 2. Select the Remote Collector you want to edit and click Edit. The Edit Remote Collector window is displayed. 3. Edit the name, IP address range, user name, password, proxy details, and the proxy exclusion list as required. 4. Click Update.
7 Managing device credentials SupportAssist Enterprise requires the device credentials to add devices and to collect system information.
Figure 24. Edit Credentials option 3. Click Edit Credentials. The Edit Credentials window is displayed with the existing device credentials. The device credentials displayed in the Edit Credentials window may vary depending on the selected device type. NOTE: SupportAssist Enterprise does not require you to edit or provide the credentials of the local system (server where SupportAssist Enterprise is installed). For the local system, the Edit Credentials window does not display the user name or password. 4.
Adding Account Credentials Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. About this task Account Credentials are required to create a Credential Profile that you can apply to devices. Depending on your requirement, you can create an Account Credentials for each device type in your environment. Steps 1. Point to Devices > Manage Credentials and click Account Credentials.
● For Chassis, Fluid File System (FluidFS), iDRAC, and Storage Center (SC) / Compellent devices, type the user name and password of the device in the appropriate fields. ● For Software, from the Software type list, select the software type, and then type the user name and password in the appropriate fields. ● For Solution devices, type the user name and password of the device in the appropriate fields.
3. Update the credentials as required. NOTE: Editing the name of the Account Credentials is possible only if the Account Credentials is not assigned to any device. 4. Click Update. The Account Credentials is updated. Devices to which the Account Credentials is assigned are re-validated.
Credential Profiles A Credential Profile is a collection of Account Credentials of various device types. Credential Profiles enable you to assign a set of credentials to your devices, instead of entering the credentials for each device manually.
Figure 30. Create Credential Profile window 3. In the Name box, type a unique name for the Credential Profile. 4. Select the device type you want to include in the profile. For Server / Hypervisor, Software, and Solution, click + to expand the list of device types. The Account Credentials list is enabled for selection. 5. From the Account Credentials list, select the Account Credentials that you want to assign to the device type.
Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select one or more devices and from the Assign Credential Profile list, select a Credential Profile. The Credential Profile is assigned to the selected devices. Devices to which the Credential Profile is assigned are revalidated.
Deleting Credential Profile Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. About this task You can delete a Credential Profile based on your preference. NOTE: You cannot delete a Credential Profile, if the Credential Profile is assigned to a device. Steps 1. Point to Devices > Manage Credentials and click Credential Profiles. The Manage Credential Profiles page is displayed. Figure 32.
8 Maintaining SupportAssist Enterprise capability The changes that occur in your company’s IT setup over a period of time may require configuration or updates in SupportAssist Enterprise. To maintain SupportAssist Enterprise capability over a period of time for all your devices, you may be required to: ● Enable monitoring of devices. See Enabling or disabling monitoring of a device.
Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select the device for which you want to enable or disable monitoring. The device overview pane is displayed at the right side of the Devices page. 3. In Monitoring, select Enable or Disable depending on your requirement. Figure 33. Enable or disable monitoring option NOTE: If the registration of SupportAssist Enterprise is not completed, the Enable monitoring option is disabled.
NOTE: The SupportAssist Enterprise recommended version of OMSA may vary depending on the generation of the PowerEdge server and the operating system running on the server. For information on the recommended versions of OMSA, see the SupportAssist Enterprise Version 1.1 Support Matrix at https://www.Dell.com/ServiceabilityTools.
Configuring SNMP settings by using SupportAssist Enterprise Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 132 and Granting elevated or administrative privileges to users on page 134. About this task Configuring SNMP settings sets the alert destination of a device, and ensures that alerts from the device are forwarded to the server where SupportAssist Enterprise is installed.
The Status column on the Devices page displays the status of the SNMP configuration. Related references Support for automatically configuring SNMP settings on page 143 Viewing and updating the contact information You can update the primary contact details and also provide secondary contact information. If the primary contact is unavailable, Dell will contact your company through the secondary contact.
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 Requires authentication and then type the user name and password in the appropriate fields. 5.
Figure 36. Network Connectivity Test page NOTE: The network connectivity test does not verify the following: ● Ports used by SupportAssist Enterprise ● Internet connectivity of the server where the Remote Collector is set up 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.
Testing the case creation capability About this task You can use the Case Creation test to ensure that support case creation is working prior to an actual alert that would automatically create a support case. NOTE: The case creation alert notification email is sent only if the SMTP server (email server) settings are configured in SupportAssist Enterprise. See Configuring SMTP server settings. Steps 1.
Figure 38. Clear System Event Log option The device overview pane is displayed at the right side of the Devices page. 3. From the Tasks list, select Clear System Event Log. While the SEL is cleared from a device, the device displays a Clearing System Event Log status in SupportAssist Enterprise. After the SEL is cleared successfully, the device displays a System Event Log cleared status.
● If updates are available, but automatic update is disabled, the update available banner is displayed at the top of the page. You can click Update now to allow SupportAssist Enterprise to download and install the latest updates. NOTE: After the updates are downloaded and installed, an update successful message is displayed. To view and use the latest updates and enhancements, you must refresh the SupportAssist Enterprise user interface.
Figure 39. Delete option The Confirm Device Deletion window is displayed. 4. Click Yes. The device is deleted from the Devices page. NOTE: When a device is deleted, the credentials of the device are deleted immediately from SupportAssist Enterprise. However, the system information collected from the device is not deleted until the purge collections task deletes the collected system information.
information on enabling the periodic collection of system information, see Enabling or disabling the periodic collection of system information from all devices. Steps 1. Point to Settings and click Preferences. The Preferences page is displayed. 2. In Recommendation Report Settings, select or clear the Automatically receive recommendation reports via email option to opt in or opt out from receiving ProSupport Plus recommendation reports through email.
9 Configuring email notifications By default, SupportAssist Enterprise is configured to send an email notification when a support case is created automatically. SupportAssist Enterprise can also send email notifications about maintenance mode, device status, and network connectivity status, if the SMTP server (email server) settings are configured.
Configuring SMTP server settings Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 132 and Granting elevated or administrative privileges to users on page 134. About this task If your company utilizes an SMTP server (email server), Dell recommends that you configure the SMTP server settings in SupportAssist Enterprise.
Table 17. Types of email notifications (continued) Email notification type When the email notification is sent Origin of the email notification SupportAssist Enterprise is unable to send the collected system information from the device to Dell. Inactive notification If SupportAssist Enterprise is not monitoring any device and no device has been added in the past 30 days. SupportAssist server hosted by Dell Connectivity test alert At 11 p.m.
10 Configuring collection settings By default, when registration is complete, SupportAssist Enterprise automatically collects system information from all devices at periodic intervals. SupportAssist Enterprise also collects system information automatically from a device when a support case is created for an issue with the device.
● If you have added a server in SupportAssist Enterprise by using the iDRAC IP address (agentless monitoring), the iDRAC credentials that you entered must have administrator privileges. ● The local system must have internet connectivity for uploading the collected system information to Dell. ● For collecting system information from ESX and ESXi only, ensure that SFCBD and CIMOM are enabled.
2. In Automatically collect system state information, depending on your requirement, select or clear the Starting from day N of every month at 11 PM option. 3. Click Apply. Related references Preferences on page 197 Enabling or disabling the collection of identity information Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 132 and Granting elevated or administrative privileges to users on page 134.
NOTE: If you have disabled the collection of identity information from devices, the identity information such as hostname, IP address, and so on, are replaced by tokenized values in the collected system information. The tokenized values are represented as TOKENn—for example, TOKEN0, TOKEN1, or TOKEN2. 3. Click Apply.
11 Viewing collections SupportAssist Enterprise collects system information from each device that you have added and sends the information securely to Dell. Typically, the system information is collected as follows: ● Periodically — At regular intervals, depending on the predefined collection start date specified in the Preferences page. ● On case creation — When a support case is created for an issue that has been identified by SupportAssist Enterprise.
2. Select the device for which you want to view collections. The device overview pane is displayed at the right side of the Devices page. The Collections field displays No Collections in the following scenarios: ● No collections have been performed from the device ● The device is associated with a Remote Collector 3. From the Collections list, select a collection date and time. Figure 40. Selecting a collection If the device is a server, the Configuration Viewer is displayed in a new web browser window.
Figure 41. View Collection option The collection overview pane is displayed. NOTE: The View Collection or Download Collection option is disabled if the collection was performed by a Remote Collector. 3. Click View Collection (for server collections) or Download Collection (for all other device types and multiple device collections). If the collection is from a server, the Configuration Viewer is displayed in a new web browser window.
User interface Description When you can click a category, the category is expanded, enabling you to view its sub categories. You can click Expand All or Collapse All to quickly expand or collapse all categories. Divider Is displayed between the left and right panes. You can click and drag the divider to the left or right to increase or decrease the viewable area of the right pane. You can also hide the left pane if necessary.
Log types You can use the configuration viewer to access two types of logs from the system information that is collected by SupportAssist Enterprise: Log types Description Structured logs Contain application logs, Embedded Server Management (ESM) logs, and event logs. When you click the Structured Logs category, the configuration viewer displays the list of available structured logs. You can click any of the listed structured logs to view the details of the log in a new web browser window.
Table 18.
Table 18.
The collection overview pane is displayed. 3. Click Download Collection. You are prompted to open or save the collection file. 4. Save the collection file. 5. Extract the multiple device collection .zip file. 6. Open the folder where you extracted the collection file. 7. Double-click the index.html file. The multiple device configuration viewer opens in a new web browser window. You can view the system information collected from each device by accessing the device type menu.
12 Using SupportAssist Enterprise to collect and send system information SupportAssist Enterprise automates the collection of system information from your Dell devices both periodically and on case creation. If required, you can also manually start the collection and upload of system information to Dell at any time. You can choose to start the collection of system information from a single device or multiple devices.
● 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 When a support case is opened or updated for a device, SupportAssist Enterprise automatically collects system information from that device, and uploads the information to Dell. If necessary, you can also manually start the collection of system information from a device.
Figure 46. Collection status The Name/IP Address column on the Devices page displays a progress bar and a message that indicate the status of the collection and upload of system information to Dell. NOTE: If you want to cancel the collection of system information, click the progress bar. icon that is displayed next to the NOTE: Until the collection is complete, the check box that is used to select the device is disabled.
Figure 47. Starting a multiple device collection The Multiple Device Collection window is displayed. 5. (Optional) Type a name for the collection bundle, support case number, and the name or email address of the Technical Support contact. 6. If you want SupportAssist Enterprise to upload the collection bundle to Dell, ensure that the Upload Collection option is selected. NOTE: If you clear the Upload Collection option, the collection bundle is saved, but not uploaded to Dell.
Uploading a collection 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 use the Upload option available in the Collections page to upload collections to Dell. You may choose to upload a collection in the following scenarios: ● Collection of system information was successful, but upload of the collection was unsuccessful.
● For collections from a storage, networking, chassis, or multiple device only — In the Collections page, select the collection and in the collection overview pane, click Download File. ● If SupportAssist Enterprise is installed on a Windows operating system — Browse to C:\Program Files\Dell \SupportAssist\reports and locate the collection .zip file. ● If SupportAssist Enterprise is installed on a Linux operating system — Browse to /opt/dell/supportassist/ scripts/reports and locate the collection .
13 Understanding maintenance mode The maintenance mode functionality suspends the alert processing and automatic case creation capability of SupportAssist Enterprise, thereby preventing the creation of unnecessary support cases during an alert storm or a planned maintenance activity. If an alert storm is received from a monitored device, SupportAssist Enterprise automatically places the device in maintenance mode.
• Enabling or disabling device-level maintenance mode Enabling or disabling global-level maintenance mode Enabling global-level maintenance mode suspends the automatic case creation capability for all devices. Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 132 and Granting elevated or administrative privileges to users on page 134. Steps 1. Point to Settings and click Preferences.
Figure 50. Maintenance mode options If maintenance mode is enabled for a specific device, the maintenance mode icon is displayed with the name of the device on the Devices page. If you disable maintenance mode for a device, the maintenance mode icon is removed from the device name.
14 SupportAssist Enterprise user groups SupportAssist Enterprise maintains security and privileges through the following user groups that are created during the installation of SupportAssist Enterprise: ● SupportAssistAdmins — Users who are members of this group have elevated or administrative privileges required for performing both basic and advanced functions in SupportAssist Enterprise.
Table 20.
Table 20. SupportAssist Enterprise functions and user privileges (continued) SupportAssist Enterprise functions SupportAssistAdmins and users with elevated or administrative privileges SupportAssistUsers and users with normal privileges Uninstall SupportAssist Enterprise Granting elevated or administrative privileges to users About this task You can grant elevated or administrative privileges to users by adding them to specific user groups on the system where SupportAssist Enterprise is installed.
2. To create a new user account and add the user account to a SupportAssist Enterprise user group, use the following syntax: useradd –G SupportAssist_Enterprise_user_group_name User_name For example: ● To create a new user account (for example, User1) and add it to the SupportAssistAdmins user group, type useradd –G Supportassistadmins User1 and press Enter.
15 Manually configuring SNMP settings Configuring the SNMP settings (alert destination) of a device ensures that SupportAssist Enterprise receives alerts from the device. SupportAssist Enterprise can automatically configure the SNMP settings of Dell servers. For Dell chassis and networking devices, you must manually configure the SNMP settings.
● ● ● ● ● ● ● Windows Server 2008 SP2 (32-bit) Windows Small Business Server 2008 Windows Small Business Server 2011 Windows Server 2012 Windows Server 2012 R2 Windows Server 2016 Server Core for Windows Server 2012 Steps 1. On the server where SupportAssist Enterprise is installed, browse to the C:\Program Files\Dell\SupportAssist \scripts folder. 2. Copy the script file (WindowsSNMPConfig.ps1) located in the folder and paste the file at a desired location (for example, C:\temp) on the device. 3.
Manually configuring the alert destination of a server by using the script file (Linux) Prerequisites ● Net-SNMP must be installed on the system. For information on installing Net-SNMP, see Installing Net-SNMP (Linux only) on page 144 ● Ensure that you have root privileges on the device. The script file is supported only on devices running the following operating systems: ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Red Hat Enterprise Linux 5.5 (32-bit and 64-bit) Red Hat Enterprise Linux 5.
Manually configuring the alert destination of a server (Linux) Perform the following steps to manually configure the alert destination of a server running Linux: Steps 1. Run the command rpm -qa | grep snmp, and ensure that the net-snmp package is installed. 2. Run cd /etc/snmp to navigate to the snmp directory. 3. Open snmpd.conf in the VI editor (vi snmpd.conf). 4. Search snmpd.conf for # group context sec.model sec.
iDRAC is now configured to forward alerts to the server where SupportAssist Enterprise is installed. NOTE: For information on configuring the alert destination of an iDRAC using other methods, see the “Configuring IP Alert Destinations” section in the iDRAC User’s Guide at https://www.Dell.com/idracmanuals. Manually configuring the alert destination of a chassis by using the web interface Prerequisites You must be logged in to the CMC web interface with administrator privileges. Steps 1.
16 Other useful information This chapter provides additional information that you may require while using SupportAssist Enterprise.
Benefits of agent-based monitoring Even though Dell's 12th and later generations of PowerEdge servers can be monitored through the agentless (iDRAC) method, agent-based (OMSA) method has the following benefits: ● Alert generation capabilities of OMSA and iDRAC are not the same. In Dell's 13th or later generation of PowerEdge servers, the alert generation capabilities of OMSA and iDRAC are almost similar. However, alerts from chipset and software RAID are available only through OMSA.
NOTE: Automatic installation of OMSA through SupportAssist Enterprise is not supported on devices running Citrix XenServer, VMware ESXi, or ESX. To allow SupportAssist Enterprise to detect hardware issues on these devices, you must manually download and install OMSA.
Support for Dell OEM servers Dell OEM-ready devices (either re-branded or de-branded Dell hardware), when added, are classified under the re-branded name and not the original Dell hardware name.
5. Add one of the following based on your preference: ● %root ALL=(ALL) NOPASSWD: ALL — To grant permission to all users in the root group. ● user_name ALL=(ALL) NOPASSWD: ALL — To grant permission to only a specific user. 6. Save the /etc/sudoers file.
enables you to identify the exact log file stored for a given date when alerts occur. For example, log files similar to the following can be seen: ● ● ● ● application.log application.log. 20161101 application.log. 20161102 .zip application.log. 20161103 .zip The log files are purged from storage after 30 days. The log file contains log messages that correspond to the following values (or higher) in the log4j.xml file: FATAL, ERROR, WARN, INFO, and DEBUG, with special values of OFF and ALL. The log4j.
Uninstalling SupportAssist Enterprise (Windows) Prerequisites Log in to the server where SupportAssist Enterprise is installed with administrator privileges. Steps 1. Perform one of the following based on the operating system: ● On Windows Server 2012 or 2016, point to the bottom-left corner of the screen, and then click the Start icon. On the Start screen, click the Control Panel tile. On the Control Panel, click Uninstall a program.
Uninstalling SupportAssist Enterprise in silent mode (Linux) Prerequisites Ensure that you are logged in to the server where SupportAssist Enterprise is installed with root privileges. Steps 1. Open the terminal window on the system where SupportAssist Enterprise is installed. 2. Browse to the /opt/dell/supportassist/bin folder. 3. Type ./uninstall silent and press Enter.
17 Troubleshooting The following sections provide the information required to troubleshoot issues that may occur while installing and using SupportAssist Enterprise.
● Ensure that the server where you are installing SupportAssist Enterprise has internet connectivity. If the server connects to the internet through a proxy server, enter the proxy server details in the installation wizard. SupportAssist Enterprise registration If you experience any issues with the registration of SupportAssist Enterprise: ● Verify if the server where SupportAssist Enterprise is installed can connect to the internet.
￭ net localgroup SupportAssistAdmins /add — To create the SupportAssistAdmins user group. ￭ net localgroup SupportAssistUsers /add — To create the SupportAssistUsers user group. ○ To add users to the SupportAssist Enterprise users groups, open a command prompt as an administrator, and type the following commands: ￭ net localgroup SupportAssistAdmins /add — To add User1 to the SupportAssistAdmins user group.
● If you are adding a server by providing the iDRAC details (agentless monitoring), ensure that the iDRAC has an Enterprise or Express license installed. For information on purchasing and installing an Enterprise or Express license, see the “Managing Licenses" section in the iDRAC User’s Guide at www.dell.com/idracmanuals. ● If the error message states that SupportAssist Enterprise is unable to add the device because the SSL encryption level of the device is set to 256 bit or higher: 1.
● Ensure that port 443 is open on the device. ● Ensure that firmware version 4.x or later is installed on the device for the collection of system information. ● Verify if the assigned Account Credentials (user name and password) you provided are correct. Virtual machine ● Ensure that you are logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users on page 134.
● For adapters, ensure that the Dell EMC SupportAssist Enterprise OME Adapter or Dell EMC SupportAssist Enterprise SCOM Adapter service is running on the server where you have set up the adapter. ● Ensure that port 5700 is open on the server where SupportAssist Enterprise is installed. Importing multiple devices If you have problems importing multiple devices by using a .csv file: ● ● ● ● Ensure that the .csv file is valid. If necessary, download the .csv template and use it for importing devices.
Unable to configure SNMP If a device displays an ● ● ● ● Unable to configure SNMP status: Ensure that the network settings are correct. Ensure that the SNMP port (162) is open. Ensure that the firewall settings are correct. Configure the SNMP settings of the device by using the Configure SNMP option. See Configuring SNMP settings by using SupportAssist Enterprise. If the SNMP configuration is still unsuccessful, you can manually configure the SNMP.
NOTE: Upgrade from a 32-bit version of OMSA to a 64-bit version of OMSA is not supported. In this scenario, you must uninstall the existing version of OMSA, and install OMSA by using SupportAssist Enterprise. For instructions to install OMSA by using SupportAssist Enterprise, see Installing or upgrading OMSA by using SupportAssist Enterprise on page 97.
Servers ● If you are adding a device by providing the operating system details (agent-based monitoring) and the device is running a Windows operating system: ○ Verify if the credentials you provided have administrator rights on the device. ○ Verify if the Windows Management Instrumentation (WMI) service is running on the device. ○ If the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at msdn.microsoft.com.
If the device is a Storage SC Series array: ● Ensure that the REST service is running on the device. ● Ensure that SupportAssist is enabled in Enterprise Manager. For information on enabling SupportAssist in Enterprise Manager, see the Enterprise Manager Administrator's Guide at Dell.com/storagemanuals. If the device is a FluidFS NAS device, ensure that SSH service is running on the device. Networking ● Ensure that Secure Shell (SSH) and SNMP service are running on the device.
Unable to export collection If a device displays an Unable to export collection status: ● Click the error status link in the Status column to view the possible resolution steps. ● Manually initiate the collection and upload of system information. See Starting the collection of system information from a single device. If the problem persists, contact Technical Support for assistance.
Storage If the device is an EqualLogic PS storage array: ● Ensure that Secure Shell (SSH) and SNMP service are running on the device. ● Ensure that you provide the management group IP address of the device in the add device wizard. If the device is a Compellent SC series storage array: ● Ensure that the REST service is running on the device. ● Ensure that SupportAssist is enabled in Enterprise Manager.
Clearing the System Event Log by using iDRAC Prerequisites Ensure that you are logged in to the iDRAC web console with administrative privileges. About this task You can perform the following steps to clear the System Event Log by using the iDRAC web console. NOTE: If you want to clear the System Event Log using the command line interface (CLI), connect to the iDRAC over SSH protocol using any telnet client and run the following command: racadm clrsel Steps 1.
2. Click the Update Available banner and try installing the update again. Unable to edit device credentials If an error message is displayed stating that SupportAssist Enterprise is Unable to edit the credentials of a device: ● Verify if the device is reachable from the server where SupportAssist Enterprise is installed. ● Verify if the device credentials (user name and password) you provided are correct.
Chassis Ensure that Secure Shell (SSH) service is running on the device. Software ● For troubleshooting HITKIT collection: ○ Ensure that Secure Shell (SSH) service is running on the system. ○ Ensure that you have root credentials for the SSH connection. SupportAssist Enterprise uses the SSH protocol to connect to the system. ● For troubleshooting SAN HQ device: ○ Check the server installation details of Dell SAN Headquarters device from the registry entry: HKLM\SOFTWARES\ \PerformanceMonitor.
SupportAssist Enterprise services SupportAssist Enterprise has two services that run in the background: Dell EMC SupportAssist Enterprise and Dell EMC SupportAssist Enterprise DB. If the SupportAssist Enterprise application does not respond appropriately, ensure the following: Steps 1. On the server where SupportAssist Enterprise is installed, verify if the SupportAssist Enterprise services are running.
Verifying the status of SupportAssist Enterprise services (Linux) To verify the status of the SupportAssist Enterprise services on Linux operating systems: Steps 1. Open the terminal window on the system where SupportAssist Enterprise is installed. 2. Type service Dell EMC SupportAssist Enterprise status and press Enter. The status of the Dell EMC SupportAssist Enterprise service is displayed. 3. Type service Dell EMC SupportAssist Enterprise DB status and press Enter.
18 SupportAssist Enterprise user interface The SupportAssist Enterprise user interface contains the following tabs: ● Cases — Displays the support cases that are present for the devices that you have added in SupportAssist Enterprise. ● Devices — Displays the devices that you have added in SupportAssist Enterprise and their status. You can point to the Devices tab and click the available options to access following pages: ○ Manage Device Groups — Enables you to create and manage devices groups.
Table 23. Banners in the SupportAssist Enterprise header area Banner Description Not registered This banner is displayed if you have not completed the registration of SupportAssist Enterprise. The not registered banner displays the following options: ● Register now — To register SupportAssist Enterprise. ● Remind me later — To close the 'not registered' banner. The 'not registered' banner is not displayed until you log in to SupportAssist Enterprise again.
SupportAssist Enterprise Registration Wizard The SupportAssist Enterprise Registration Wizard guides you through the setup and registration of SupportAssist Enterprise. The fields displayed in the pages of the SupportAssist Enterprise Registration Wizard are described in the following sections.
Table 25. Registration (continued) Field Description Country/Territory The location of the company. Primary Contact Information First Name The first name of the primary contact. Last Name The last name of the primary contact. Phone Number The phone number of the primary contact. Alternate Phone Number The alternate phone number of the primary contact. Email Address The email address of the primary contact. SupportAssist Enterprise email notifications will be sent to this email address.
○ Suspend Activity 24 hours — To request Technical Support to suspend activities related to a support case for 24 hours. After 24 hours, Technical Support automatically resumes activities related to the support case. ○ Resume Activity — To request Technical Support to resume activities related to a support case. NOTE: The Resume Activity option is enabled only if you had previously requested to suspend activities related to a support case.
Table 27. Cases page (continued) Column name Description ● ● ● ● ● Service Contract Email — The support case was created by contacting Technical Support through email. Chat — The support case was created by contacting Technical Support over chat. Help Desk — The support case was created through the help desk. TechDirect — The support case was created through Dell TechDirect. Others — The support case was created by contacting Technical Support through any other method.
○ TechDirect ○ Others Related tasks Case management options on page 60 Filtering the displayed data on page 64 Clearing the data filter on page 65 Sorting the displayed data on page 65 Devices page The Devices page displays the devices that you have added and status of the SupportAssist Enterprise functionality for each device. In the default view, the Devices page displays all the devices that you have added. At the top of the Devices page, the navigation trail is displayed.
Table 28. Devices page (continued) Column name Description ● Collection status — When a collection occurs, a progress bar and a corresponding message are displayed to indicate the status of the collection. The possible collection status messages are as follows: ○ For a collection that you manually initiate: NOTE: When a manually initiated collection is in progress, a the progress bar. Click the icon is displayed next to icon to cancel the collection, if necessary.
Table 28. Devices page (continued) Column name Description ● System Event Log cleared — System Event Log has been cleared successfully. ● Revalidating device — SupportAssist Enterprise is validating the prerequisites and the credentials of the device. Warning status ● ● ● OMSA not installed — OMSA is not installed on the device.
Table 28. Devices page (continued) Column name Description ● Unable to export collection — SupportAssist Enterprise is unable to process the collected system information. ● Unable to send system information — SupportAssist Enterprise is unable to send the collected system information to Dell. ● Clearing System Event Log failed — SupportAssist Enterprise is unable to clear the System Event Log or Embedded System Management logs on the device.
Add Single Device or Import Multiple Devices window The Add Single Device or Import Multiple Devices window allows you to add devices. You can choose from one of the following options to add devices: ● Single device (default) — To add a single device. ● Multiple devices — To import multiple devices by using a .csv file. Add Single Device The Add Single Device page enables you to select the device type and provide details of the device you want to add.
Table 29. Add Single Device (continued) Field Description NOTE: The Install, or upgrade OMSA option is displayed only for the following Device Types: Server and Hypervisor. NOTE: If the registration of SupportAssist Enterprise is not complete, when you select the Enable monitoring option, a message is displayed requesting you to complete the registration.
Table 31. Assign Device Group (Optional) (continued) Field Description Current Group The device group the device is assigned to. Assign Other Group The available device groups to which you can assign the device. Summary page The Summary page displays the status and details of the device addition. Table 32. Summary page Field Description Name The name that you have provided for the device. IP Address / Host name The IP address or host name that you have provided for the device.
● Dependency devices are added to the staging group — Number of devices that were discovered, but did not meet certain prerequisites. To add a device in the staging group to the device inventory, revalidate the device after the prerequisites are met. NOTE: SupportAssist Enterprise capabilities are not available for devices that are in the Staging group. ● Failed devices — Number of devices could not be discovered. ● Save failed devices list — To export details of the devices that were not discovered.
Device overview pane The device overview pane displays the details of a device and allows you to perform certain operations on that device. This pane is displayed when you select only a single device in the Devices page. Table 33. Device overview pane Field Description Tasks ● Clear System Event Log — To clear the System Event Log (SEL) or Embedded System Management (ESM) log. ● Check for Cases — To check for support cases that are present for a device.
Multiple Device Collection window The Multiple Device Collection window prompts you to provide details about the multiple device collection that you want to start. The following table describes the items displayed in the Multiple Device Collection window. Table 34. Multiple Device Collection window Field Description Collection Name (Optional) The name that you want to assign to the collection.
Table 35. Device Groups (continued) Column name Description Name The name of the device group and the total number of devices in the device group. Description The description that you have provided for the device group. Related references Manage Devices on page 182 Manage Contacts on page 182 Edit/Delete Device Group on page 183 Manage Devices The Manage Devices window allows you to add or remove devices from a device group.
Table 37. Manage Contacts (continued) Field Description First Name The first name of the primary or secondary contact. Last Name The last name of the primary or secondary contact. Phone The phone number of the primary or secondary contact. Alternate Phone The alternate phone number of the primary or secondary contact. Email Address The email address of the primary or secondary contact. Preferred Contact Method Allows you to select the preferred contact method.
Related tasks Editing device group details on page 70 Deleting a device group on page 70 Manage Account Credentials The Manage Account Credentials section enables you to configure SupportAssist Enterprise with administrator credentials for each supported device type and credential type. The following table provides information about the options displayed in the Manage Account Credentials section. Table 39. Manage Account Credentials Field Description Add Credentials Click to add Account Credentials.
Table 40. Add Account Credentials (continued) Field Description Community String The community string assigned to the device. NOTE: The Community String option is displayed only for the Networking and Peer Storage (PS) / EqualLogic device types. Enable Password The enable password configured on the device. NOTE: The Enable Password option is displayed only for the Networking device type. Operating system type The list of operating system types.
Table 41. Edit Account Credentials (continued) Field Description ● ● ● ● ● ● ● Networking Peer Storage (PS) / EqualLogic PowerVault Server / Hypervisor Software Solution Storage Center (SC) / Compellent Username The user name required to connect to the device type. Password The password required to connect to the device type. Community String The community string assigned to the device.
Table 42. Manage Credential Profiles Field Description Add Profile Click to add a Credential Profile. Edit Click to edit a Credential Profile. Delete Click to delete a Credential Profile. Name The name that you have provided for the Credential Profile.
Table 44. Edit Credential Profile Field Description Name The name of the Credential Profile. Check box Use to select a device type. Device Type The list of device types that you can select.
Table 45. Collections page (continued) Column name Description Case Number The numeric support case identifier. Upload Status The upload status of the collection. You can choose to refine the displayed collections based on the collection type, device type, or adapter.
Two types of extensions are available in SupportAssist Enterprise: ● Adapter — An application that acts as an interface between SupportAssist Enterprise and a systems management console. ● Remote Collector — A remote instance of SupportAssist Enterprise that collects and uploads system information from devices within a specific IP address range.
Table 47. Adapters (continued) Field Description ● Starting service — SupportAssist Enterprise had installed the adapter and the adapter service is started. ● Awaiting connection — SupportAssist Enterprise is waiting for the adapter service to start. ● Connection in progress — SupportAssist Enterprise is trying to connect to the adapter. ● Assigning Profile — The Credential Profile is being applied to the inventoried devices.
Table 48. Set Up Adapter (OpenManage Essentials) (continued) Field Description ● Monthly Related tasks Setting up OpenManage Essentials adapter on page 73 Set Up Adapter (Microsoft System Center Operations Manager) The Set Up Adapter window allows you to add an adapter. The following table provides information about the items displayed in the Set Up Adapter window. Table 49.
Adapter overview pane The adapter overview pane displays the details of an adapter and allows you to perform certain operations on that adapter. This pane is displayed when you select an adapter on the Adapters page. Table 50. Adapter overview pane Field Description Name The name that you have provided for the adapter. IP address The IP address or host name of the server where the adapter is set up. Status The status of the adapter.
Table 51. Remote Collectors (continued) Field Description ● Connected — The server where SupportAssist Enterprise is installed is able to connect to the server where the Remote Collector is set up. ● Disconnected — The server where SupportAssist Enterprise is installed is not able to connect to the server where the Remote Collector is set up. ● Connection failed — Displayed when a connection fails while connecting to the SupportAssist server.
Table 52. Set Up Remote Collector Field Description Host name / IP address The host name or IP address of the serve where you want to set up the Remote Collector. Name (Optional) An optional name that you want to use for identifying the Remote Collector in SupportAssist Enterprise. User name The user name required to connect to the server where you want to set up the Remote Collector. Password The password required to connect to the server where you want to set up the Remote Collector.
Table 53. Remote Collector overview pane (continued) Field Description OS The operating system running on the server where the Remote Collector is set up. Assigned devices The total number of devices associated with the Remote Collector. Collection Range The IP address ranges that are assigned to the Remote Collector. View all devices Click to open the Devices page where all devices that are associated with the Remote Collector are displayed.
Table 54. Proxy Settings (continued) Field Description User Name The user name required to connect to the proxy server. Password The password required to connect to the proxy server. Proxy exclusion list The IP address range or ranges of devices to which SupportAssist Enterprise must communicate directly and not through the proxy server. IP address of devices that communicate through https protocol must be included in the proxy exclusion list.
Table 55. Preferences (continued) Field Description Automatically upload system state information collected Select to automatically upload collections to Dell. from devices to Dell Receive email notification when a new support case is opened Select this option to receive an email notification when a new support case is opened. Preferred email Language Select the preferred language for email notifications.
Contact Information The Contact Information page enables you to view and edit the primary and secondary contact information. The following table provides information about the items displayed in the Contact Information page. At the top of the Contact Information page, the navigation trail is displayed. NOTE: It is mandatory to provide information for all fields, except the alternate phone number. Table 56. Contact Information Field Description Company name The name of your company.
SMTP Settings The SMTP Settings page enables you to configure the SMTP server (email server) settings. If your company utilizes an SMTP server, Dell recommends that you configure the SMTP server settings. At the top of the SMTP Settings page, the navigation trail is displayed. NOTE: SupportAssist Enterprise utilizes the SMTP server to send you device status and connectivity status email notifications.
Table 58. Connectivity Test (continued) Field Description Connectivity Status Displays an icon and a message that indicates the connectivity status. The possible statuses are: ● Not Configured (applicable only for the SMTP Server test) — The SMTP server settings are not configured in SupportAssist Enterprise. If your company utilizes an SMTP server (email server), Dell recommends that you configure SMTP Settings in SupportAssist Enterprise. ● In Progress — The connectivity test is in progress.
Table 59. SupportAssist Enterprise test (continued) Field Description Run Tests Click to perform the selected test.
19 Error code appendix The following table lists the error codes, error messages, and possible resolutions. Table 60. Error code appendix Error code Error message Possible resolution 3000_1 3000_2 3000_3 3000_4 3000_5 An unexpected error occurred during the installation Do one of the following: of Dell OpenManage Server Administrator (OMSA) on ● Select the device in the Devices page, and in the device_name. device overview pane, select Install / Upgrade OMSA from the Tasks list.
Table 60. Error code appendix (continued) Error code Error message Possible resolution If the problem persists, contact Technical Support for further assistance. 3000_10 3000_12 3000_13 3000_14 An unexpected error occurred during the installation Do one of the following: of Dell OpenManage Server Administrator (OMSA) on ● Select the device in the Devices page, and in the device_name. device overview pane, select Install / Upgrade OMSA from the Tasks list.
Table 60. Error code appendix (continued) Error code Error message Possible resolution 3000_39 3000_40 3000_41 3000_42 3000_43 3000_44 3000_45 3000_46 3000_49 3000_51 3000_54 3000_55 3000_57 3000_58 3000_59 3000_52 3000_53 An unexpected error occurred during the installation Ensure that port 22 is open and SSH is enabled on the of Dell OpenManage Server Administrator (OMSA) on system, and then do one of the following: device_name.
Table 60. Error code appendix (continued) Error code Error message Possible resolution 5000_1 SNMP settings of the device could not be configured because of an unexpected error. You must either try to configure the SNMP settings through the Tasks > Configure SNMP option or manually configure the SNMP settings. For instructions to manually configure the SNMP settings, Manually configuring the alert destination of iDRAC by using the web interface on page 139.
Table 60. Error code appendix (continued) Error code Error message Possible resolution 5000_13 SNMP settings of the device could not be configured because the SNMP service has not started. Manually start the SNMP service on the device, and then try to configure the SNMP settings through the Tasks > Configure SNMP option. 5000_14 SNMP settings of the device could not be configured because the WMI service is disabled.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-0003 SupportAssist Enterprise is unable to import devices because the .csv file is corrupted. Ensure that the .csv file is not corrupted and then retry the operation. SA-0004 SupportAssist Enterprise is unable to import devices because the .csv file is not available at the specified location. Ensure that the .csv file is available at the specified location and then retry the operation.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-0040 SupportAssist Enterprise is unable to add the device_name because the name is already in use by another device. Retry adding the device with any other name. SA-0045 Identification or cancellation for this device is already in progress. Not applicable. SA-0050 SupportAssist Enterprise is unable to add the device_name because of an unknown error.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-0120 SupportAssist Enterprise is unable to add the device because a required service is disabled on the device_name. Ensure that the required service is running on the device, and then retry adding the device. For information on the required service, see Other services on page 165.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-1025 SupportAssist Enterprise is unable to edit the credentials of the device_name because the entered it is already in use by another device. Enter any other name, and then retry editing the device credentials. SA-1030 SupportAssist Enterprise is unable to edit the device credentials because the entered credentials do not have superuser rights.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-4110 SA-4115 SA-4120 SupportAssist Enterprise is unable to collect system information from the device_name because an attempt to connect to the device is unsuccessful. ● Ensure that SNMP service is running on the device. ● To retry collecting the system information, select the device and click Start Collection. If the problem persists, contact Technical Support for assistance.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-4185 SupportAssist Enterprise is unable to collect system information from the device_name because of an attempt to connect to the device is unsuccessful. ● Ensure SupportAssist Enterprise is updated with the credentials of a user account that has root privileges. See Configuring sudo access for SupportAssist Enterprise (Linux) on page 144.
Table 60. Error code appendix (continued) Error code SA-4523 SA-15023 Error message Possible resolution because an attempt to connect to proxy server is unsuccessful. ● Ensure that the proxy server is reachable. ● To retry collecting the system information, select the device and click Start Collection. SupportAssist Enterprise is unable to send the collected system information from the device_name because the proxy server user name or password is incorrect.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-20030 SupportAssist Enterprise is unable to reach the system where the adapter is installed. Verify the following and then retry: ● Management Group credentials are correct. ● Adapter is connected to the Management Group. ● SupportAssist Enterprise Adapter service is running. SA-20035 SupportAssist Enterprise is unable to set up the adapter adapter_name because the adapter has an invalid key.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-20115 SupportAssist Enterprise is unable to start the adapter service on the system. Ensure that the installation of the adapter is successful and the configuration file has the correct values. SA-20120 SupportAssist Enterprise is unable to copy the configuration file. Ensure that the configuration file that is generated is not empty and the system is reachable.
Table 60. Error code appendix (continued) Error code Error message Possible resolution Microsoft System Center Operations Manager adapter. SA-20180 SupportAssist Enterprise is unable to set up the adapter adapter_name because the Microsoft System Center Operations Manager service is not running on the remote system. Ensure that the Microsoft System Center Operations Manager service is running and then retry the operation.
Table 60. Error code appendix (continued) Error code Error message Possible resolution SA-30406 SupportAssist Enterprise is unable to delete the Remote Collector Remote Collector_name because another operation is currently in progress. Retry the operation after some time. SA-30408 SupportAssist Enterprise is unable to update the details of the Remote Collector Remote Collector_name because the name is already in use by another Remote Collector. Provide any other name and retry.
Table 60. Error code appendix (continued) Error code Error message Possible resolution the Remote Collector installation on the remote system was unsuccessful. SA-30421 SupportAssist Enterprise is unable to set up the Remote Collector Remote Collector_name because the Remote Collector installation was not successful. Ensure that the remote system is compatible with the hardware and software requirements for setting up a Remote Collector.
Table 60. Error code appendix (continued) Error code Error message Possible resolution Collector_name because the Remote Collector application is not installed on the remote system. SA-30434 SupportAssist Enterprise is unable to set up the Remote Collector Remote Collector_name because the operating system installed on the remote system is not of 64-bit architecture. Ensure that you provide the details of a remote system that is running a 64-bit Windows operating system and then retry the operation.
20 Related documents and resources In addition to this guide you can access the following guides available on the Dell Support website. Table 61. Related documents Document title How to access the document SupportAssist Enterprise Version 1.1 Online Help Click the help icon in the SupportAssist Enterprise user interface. SupportAssist Enterprise Version 1.1 User's Guide 1. Visit https://www.Dell.com/ServiceabilityTools. 2. Click SupportAssist Enterprise. 3. Click Manuals.
Table 62.
○ Type the name and version of the document in the search box. Contacting Dell Prerequisites NOTE: If you do not have an active Internet connection, you can find contact information on your purchase invoice, packing slip, bill, or Dell product catalog. About this task Dell provides several online and telephone-based support and service options. Availability varies by country and product, and some services may not be available in your area.
