Users Guide

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Table Of Contents

SupportAssist Enterprise Version 1.1 User's Guide
Overview
- What is new in this release
- Overview of supported device types
- How SupportAssist Enterprise works
- SupportAssist Enterprise capabilities available with Dell service contracts
- System information collected by SupportAssist Enterprise
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
- Installing, Upgrading, or Migrating to SupportAssist Enterprise
- Minimum requirements for installing and using SupportAssist Enterprise
- Installing SupportAssist Enterprise
- Upgrading SupportAssist Enterprise
  - Upgrading SupportAssist Enterprise by using the SupportAssist Enterprise installation package
  - Upgrading SupportAssist Enterprise by using the OpenManage Essentials installer package
- 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
- Importing multiple devices
- Exporting details of devices that were not imported
- Revalidating a device
Viewing cases and devices
- Viewing all support cases
- Viewing support cases for a specific device
- Case management options
- Viewing the device inventory
- Viewing the device overview pane
- Refining the displayed data
- Filtering the displayed data
- Clearing the data filter
- Sorting the displayed data
Device grouping
- Predefined device groups
- Viewing device groups
- Creating a device group
- Managing devices in a device group
- Managing the credentials of a device group
- Viewing and updating the contact information of a device group
- Editing device group details
- Deleting a device group
Using Extensions
- Types of extensions
- Support for setting up adapter or Remote Collector
- Getting started with inventorying devices managed by OpenManage Essentials or Microsoft System Center Operations Manager
- Adapters
- Remote Collectors
Managing device credentials
- Editing device credentials
- Account Credentials
- Credential Profiles
Maintaining SupportAssist Enterprise capability
- Enabling or disabling monitoring of a device
- 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
  - Viewing the connectivity status
  - Performing the connectivity test
- Testing the case creation capability
- Clearing the System Event Log (SEL)
- Automatic update
  - Enabling or disabling automatic updates
- Deleting a device
- Opting in or opting out from ProSupport Plus recommendation report emails
Configuring email notifications
- Configuring email notification settings
- Configuring SMTP server settings
- Types of email notifications
Configuring 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
- Enabling or disabling the collection of identity information
- Enabling or disabling the collection of software information and the system log
- Enabling or disabling the automatic upload of collections
Viewing collections
- Viewing a collection from the Devices page
- Viewing a collection from the Collections page
- Refining collections based on a date range
- Configuration Viewer
  - Data views
  - Log types
- Items reported in periodic collections from servers
- Downloading and viewing a multiple device collection
- Multiple device configuration viewer
Using SupportAssist Enterprise to collect and send system information
- Setting up SupportAssist Enterprise for collecting and sending system information
- Starting the collection of system information from a single device
- Starting the collection of system information from multiple devices
- Uploading a collection
- Uploading a collection from a disconnected site
Understanding maintenance mode
- Enabling or disabling global-level maintenance mode
- Enabling or disabling device-level maintenance mode
SupportAssist Enterprise user groups
- SupportAssist Enterprise functions and user privileges
- Granting elevated or administrative privileges to users
- Adding users to the SupportAssist Enterprise user groups (Windows)
- Adding users to the SupportAssist Enterprise user groups (Linux)
Manually configuring SNMP settings
- Manually configuring the alert destination of a server
- 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
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
- Unable to add adapter
- Unable to add Remote Collector
- Disconnected
- 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
  - Clearing the System Event Log by using iDRAC
  - Clearing the System Event Log by using OMSA
- Maintenance mode
- Auto update
- Unable to edit device credentials
- Automatic case creation
- Scheduled tasks
- SupportAssist Enterprise services
  - Verifying the status of SupportAssist Enterprise services (Windows)
  - Verifying the status of SupportAssist Enterprise services (Linux)
- Other services
- Security
SupportAssist Enterprise user interface
- SupportAssist Enterprise Registration Wizard
- Login page
- Cases page
- Devices page
- Device Groups page
- Manage Account Credentials
  - Add Account Credentials
  - Edit Account Credentials
- Manage Credential Profiles
  - Add Credential Profile
  - Edit Credential Profile
- Collections page
  - Collection overview pane
- Extensions
  - Adapters
  - Remote Collectors
    - Set Up Remote Collector
    - Remote Collector overview pane
- Settings
- Network Connectivity Test
- SupportAssist Enterprise test
Error code appendix
Related documents and resources
- Accessing documents from the Dell EMC support site
- Contacting Dell

Other useful information

This chapter provides additional information that you may require while using SupportAssist Enterprise.

Topics:

• 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

Monitoring servers for hardware issues

SupportAssist Enterprise can monitor Dell servers through the following methods:

● Agent-based monitoring — This method is used to monitor devices that are added with the Device Type as Server /

Hypervisor. In this method, an agent acts as an interface between the device and SupportAssist Enterprise. The agent

generates an alert (SNMP trap) whenever a hardware event occurs on the device. For monitoring a device using the agent-

based method, SupportAssist Enterprise depends on the Dell OpenManage Server Administrator (OMSA) agent. The OMSA

agent is an application that monitors the health of various components of the device where it is installed. Whenever a

hardware event occurs on the device, the OMSA agent generates an alert. SupportAssist Enterprise processes the alert to

determine if the alert qualifies for creating a support case. For instructions to add a device for agent-based monitoring, see

Adding a server or hypervisor on page 38.

NOTE: Without OMSA, SupportAssist Enterprise cannot monitor a device through the agent-based monitoring method.

NOTE: Installation of OMSA may not be supported on certain operating systems. SupportAssist Enterprise may be able

to monitor devices running such operating systems only through the agentless monitoring method. For information on

the operating system requirements for agent-based monitoring, see the SupportAssist Enterprise Version 1.1 Support

Matrix at https://www.Dell.com/ServiceabilityTools.

● Agentless monitoring — This method is used to monitor devices that are added with the Device Type as iDRAC. In this

method, the Integrated Dell Remote Access Controller (iDRAC) available on the device acts as an interface between the

device and SupportAssist Enterprise. Whenever a hardware event occurs on the device, the iDRAC generates an alert.

SupportAssist Enterprise processes the alert to determine if the alert qualifies for creating a support case. For instructions

to add a device for agentless monitoring, see Adding an iDRAC on page 41.

NOTE:

Agentless monitoring is supported only for Dell’s 12th and later generation of PowerEdge servers (iDRAC 7 and

later).

NOTE: The iDRAC can be configured to send alerts through SNMP and IPMI. However, SupportAssist Enterprise can

only receive alerts that are sent through SNMP. To ensure that SupportAssist Enterprise receives alerts that are sent

from an iDRAC, you must ensure that all SNMP Trap options are selected in the Alerts and Remote System Log

Configuration section of the iDRAC web console.

Other useful information 141