Users Guide
Table Of Contents
- SupportAssist Enterprise Version 1.1 User's Guide
- Overview
- Getting started with SupportAssist Enterprise
- Setting up SupportAssist Enterprise for the local system
- Setting up SupportAssist Enterprise for remote devices
- Evaluating SupportAssist Enterprise
- Downloading the SupportAssist Enterprise installation package
- Installing, Upgrading, or Migrating to SupportAssist Enterprise
- Minimum requirements for installing and using SupportAssist Enterprise
- Installing SupportAssist Enterprise
- Operating system considerations for installing SupportAssist Enterprise
- Installing SupportAssist Enterprise by using the SupportAssist Enterprise installer package (Windows)
- Installing SupportAssist Enterprise by using the SupportAssist Enterprise installer package (Linux)
- Installing SupportAssist Enterprise in silent mode (Linux)
- Installing SupportAssist Enterprise by using the OpenManage Essentials installation package
- Upgrading SupportAssist Enterprise
- Migrating to SupportAssist Enterprise
- Using SupportAssist Enterprise without registration
- Registering SupportAssist Enterprise
- Setting up an SELinux enabled system to receive alerts
- Opening the SupportAssist Enterprise user interface
- Logging in to SupportAssist Enterprise
- Logging out of SupportAssist Enterprise
- Adding devices
- Device types and applicable devices
- Adding a single device
- Adding a server or hypervisor
- Adding an iDRAC
- Adding a chassis
- Adding a Networking device
- Adding a PowerVault MD Series storage array
- Adding an EqualLogic PS Series storage solution
- Adding a Compellent SC Series storage solution
- Adding a Fluid File System (FluidFS) NAS device
- Adding a software
- Adding a solution
- Adding a device by duplication
- Importing multiple devices
- Exporting details of devices that were not imported
- Revalidating a device
- Viewing cases and devices
- Device grouping
- 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
- 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
- Testing the case creation capability
- Clearing the System Event Log (SEL)
- Automatic update
- Deleting a device
- Opting in or opting out from ProSupport Plus recommendation report emails
- Configuring 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
- Using SupportAssist Enterprise to collect and send system information
- Understanding maintenance mode
- SupportAssist Enterprise user groups
- Manually configuring SNMP settings
- Manually configuring the alert destination of a server
- Manually configuring the alert destination of a server by using the script file (Windows)
- Manually configuring the alert destination of a server (Windows)
- Manually configuring the alert destination of a server by using the script file (Linux)
- Manually configuring the alert destination of a server (Linux)
- Manually configuring the alert destination of iDRAC by using the web interface
- Manually configuring the alert destination of a chassis by using the web interface
- Manually configuring the alert destination of a networking device
- Manually configuring the alert destination of a server
- Other useful information
- Monitoring servers for hardware issues
- Support for automatically installing or upgrading OMSA
- Support for automatically configuring SNMP settings
- Device correlation
- Detection of hardware issues in attached storage devices
- Support for Dell OEM servers
- Installing Net-SNMP (Linux only)
- Configuring sudo access for SupportAssist Enterprise (Linux)
- Ensuring successful communication between the SupportAssist Enterprise application and the SupportAssist server
- Accessing the SupportAssist Enterprise application logs
- Event storm handling
- Accessing the context-sensitive help
- Viewing SupportAssist Enterprise product information
- Uninstalling SupportAssist Enterprise
- Identifying the generation of a Dell PowerEdge server
- Troubleshooting
- Installing SupportAssist Enterprise
- SupportAssist Enterprise registration
- Opening the SupportAssist Enterprise user interface
- Logging in to SupportAssist Enterprise
- Unable to add device
- 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
- Maintenance mode
- Auto update
- Unable to edit device credentials
- Automatic case creation
- Scheduled tasks
- SupportAssist Enterprise services
- Other services
- Security
- SupportAssist Enterprise user interface
- Error code appendix
- Related documents and resources
● 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.
● Ensure that the .csv file is not corrupted.
● Ensure that you have not edited the header in the .csv file.
● If some devices are not imported, download the list of failed devices as a .csv file. Then, open the file to see the reason why
the devices were not imported.
● Ensure that you have followed the instructions in Importing multiple devices.
● If devices are added to the Staging group:
1. Ensure that all prerequisites for adding the device are met. For information on the prerequisites for adding a device, see
the "Prerequisites" section in the instructions for adding each device type. See Adding a single device.
2. Revalidate each device. See Revalidating a device.
OMSA not installed
If a device displays an OMSA not installed status:
● Install OMSA on the device by using the Install / Upgrade OMSA option. See Installing or upgrading OMSA by using
SupportAssist Enterprise on page 97.
● If the installation of OMSA cannot be completed successfully even after repeated attempts, log in to the device and manually
download and install the recommended version of OMSA on the device. For information on the recommended version of
OMSA, see the SupportAssist Enterprise Version 1.1 Support Matrix at https://www.Dell.com/ServiceabilityTools.
SNMP not configured
If a device displays an SNMP not configured status:
● Configure the SNMP settings on the device by using the Configure SNMP option. See Configuring SNMP settings by using
SupportAssist Enterprise.
● If the SNMP configuration cannot be completed successfully even after repeated attempts, log in to the device and manually
configure SNMP settings. For instructions to manually configure the SNMP settings:
○ For a server or hypervisor that you have added in SupportAssist Enterprise by using the operating system IP address:
Manually configuring the alert destination of a server.
○ For a server that you added in SupportAssist Enterprise by using the iDRAC IP address: Manually configuring the alert
destination of an iDRAC by using the web interface.
New version of OMSA available
If a device displays a New version of OMSA available status:
● Install OMSA on the device by using the Install / Upgrade OMSA option. See Installing or upgrading OMSA by using
SupportAssist Enterprise on page 97.
● If the installation of OMSA cannot be completed successfully even after repeated attempts, log in to the device and manually
download and install the recommended version of OMSA on the device. For information on the recommended version of
OMSA, see the SupportAssist Enterprise Version 2.0.21 Support Matrix at https://www.dell.com/serviceabilitytools.
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Troubleshooting