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
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.
SA-4125
SA-4130
SupportAssist Enterprise is unable to collect system
information from the device_name because an
attempt to connect to the device is unsuccessful.
● Ensure that Symbol SDK 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.
SA-4135
SA-4140
SupportAssist Enterprise is unable to collect system
information from the device_name because an
attempt to connect to the device is unsuccessful.
● Ensure that vSphere SDK 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.
SA-4145
SA-4150
SupportAssist Enterprise is unable to collect system
information from the device_name because an
attempt to connect to the device is unsuccessful.
● Ensure that REST API 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.
SA-4095
SA-4100
SA-4105
SupportAssist Enterprise is unable to collect system
information from the device_name because an
attempt to connect to the device is unsuccessful.
● Ensure that the SSH service is running on the
device.
● To retry collecting the system information, select
the device and click Start Collection.
SA-4155 SupportAssist Enterprise is unable to collect system
information from the device_name because the
device is not reachable.
● Ensure that the device is reachable from the server
running SupportAssist Enterprise.
● To retry collecting the system information, select
the device and click Start Collection.
SA-4160 SupportAssist Enterprise is unable to collect system
information from the device_name because the IP
address of the device is invalid.
● Ensure that SupportAssist Enterprise is updated
with the correct IP address of the device.
● To retry collecting the system information, select
the device and click Start Collection.
SA-4165 SupportAssist Enterprise is unable to collect system
information from the device_name because the
download of a certificate file could not be completed
successfully.
● Verify the firewall and network settings to ensure
that download of the certificate file is not blocked.
● To retry collecting the system information, select
the device and click Start Collection.
SA-4170
SA-4175
SupportAssist Enterprise is unable to collect system
information from the device_name because the
credentials of the device are either incorrect or do
not have the required privileges.
● Ensure that SupportAssist Enterprise is updated
with the correct user name and password of the
device.
● Ensure that the user account has administrator or
root privileges on the device.
● To retry collecting the system information, select
the device and click Start Collection.
SA-4180 SupportAssist Enterprise is unable to collect system
information from the device_name because the
device is not supported.
For the list of supported device models, see the
SupportAssist Enterprise Version 1.1 Support Matrix at
https://www.Dell.com/ServiceabilityTools.
212 Error code appendix