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

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.

Retry adding the adapter with a valid key.

SA-20040 SupportAssist Enterprise is unable to reach the

adapter adapter_name because the Microsoft

System Center Operations Manager instance is not

available or Microsoft System Center Operations

Manager service may not be running.

Verify the following and then retry:

● Microsoft System Center Operations Manager

instance is available.

● Microsoft System Center Operations Manager

Service is running.

SA-20045 SupportAssist Enterprise is unable to reach the

adapter adapter_name because the Management

Group credentials are incorrect or does not have

sufficient privileges.

Enter the correct Management Group credentials and

retry.

SA-20050

SA-20065

SA-20070

SA-20075

SA-20080

SA-20085

SA-20090

SupportAssist Enterprise is unable to reach the

adapter adapter_name because of an unknown error.

Not applicable.

SA-20404 SupportAssist Enterprise is unable to set up the

adapter adapter_name because the adapter is not

available or not reachable.

Ensure that the adapter is available and details of the

adapter are correct and retry again.

SA-21005 SupportAssist Enterprise is unable to edit the details

of the adapter adapter_name because the name is

already in use by another adapter.

Enter any other name for the adapter and retry.

SA-21010 SupportAssist Enterprise is unable to edit the details

of the adapter adapter_name because of an unknown

error.

Retry editing the details of the adapter after some

time.

SA-21015 SupportAssist Enterprise is unable to edit the details

of the adapter adapter_name because the details of

the adapter are incorrect.

Ensure that the details of the adapter are correct and

then retry.

SA-21404 SupportAssist Enterprise is unable to edit the adapter

adapter_name because the adapter is not reachable.

Ensure that the details of the adapter are correct and

then retry.

SA-20095 SupportAssist Enterprise is unable to set up the

adapter adapter_name because a connection could

not be established with the system.

Ensure the following and retry the operation:

● Ensure that the credentials are valid.

● Ensure that you have administrator privileges.

SA-20100 SupportAssist Enterprise is unable to set up the

adapter adapter_name because of low disk space on

the system.

Ensure that the remote system has sufficient free

hard-drive space that is required for installing the

adapter and retry the operation.

SA-20105 SupportAssist Enterprise is unable to copy installer

file to the system.

Ensure that the system is reachable and the installer

file is present at the required location.

SA-20110 SupportAssist Enterprise is unable to set up the

adapter adapter_name because the installation of the

adapter could not be completed successfully.

Retry setting up the adapter.

Error code appendix 215