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
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.
If you selected Dell EMC OpenManage Essentials and Dell EMC SupportAssist Enterprise, installation of OpenManage
Essentials is completed and then SupportAssist Enterprise is installed. The system prerequisites for installing SupportAssist
Enterprise are verified. If the system prerequisites are met, the Welcome to Dell EMC SupportAssist Enterprise
Installer window is displayed.
5. Click Next.
The License Agreement window is displayed.
6. Read the terms in the communication requirements and click I Agree.
NOTE: SupportAssist Enterprise installation requires that you allow Dell to save certain Personally Identifiable
Information (PII) such as your contact information, administrator credentials of the devices to be monitored, and so on.
SupportAssist Enterprise installation cannot proceed unless you allow Dell to save your PII.
7. Read the software license agreement, click I Agree, and then click Next.
The Installing SupportAssist Enterprise window is displayed briefly, and then the Installation Completed window is
displayed.
8. Click Finish.
Upgrading SupportAssist Enterprise
If you are using SupportAssist Enterprise version 1.0, you can upgrade to SupportAssist Enterprise version 1.1 by using one of
the following installation packages:
● SupportAssist Enterprise version 1.1 installation package available at Dell.com/SupportAssistGroup.
● OpenManage Essentials version 2.3 installation package available at DellTechCenter.com/OME.
NOTE:
Before you upgrade SupportAssist Enterprise, ensure that SupportAssist Enterprise is not open in any web browser
window.
Upgrading SupportAssist Enterprise by using the SupportAssist
Enterprise installation package
Steps
1. On the Dell OpenManage Essentials management server, right-click the SupportAssist Enterprise installer package, and
select Run as administrator.
NOTE:
UAC requires that the installation is performed with elevated privileges that are obtained only through the Run
as administrator option. If you are logged on to the OpenManage Essentials server as an administrator, double-click
the installer package to install SupportAssist Enterprise. However, ensure that you click Run on the Open File -
Security Warning dialog box to proceed.
The Dell SupportAssist Enterprise - InstallShield Wizard window is displayed.
2. At the This setup will perform an upgrade of 'Dell SupportAssist Enterprise'. Do you want to continue? prompt,
click Yes.
The Preparing to Install window is briefly displayed, and then the Resuming the Install Wizard for SupportAssist
Enterprise window is displayed.
3. Click Upgrade.
If the default SupportAssist Enterprise ports (9099 and 2424) are already in use, the Port Settings page is displayed. Else,
the Install Wizard Completed window is displayed.
4. If the Port Settings page is displayed, perform one of the following:
● Ensure that no other application is configured to use ports 9099 and 2424.
● Enter custom port numbers.
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Getting started with SupportAssist Enterprise