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
Migrating to SupportAssist Enterprise by using the SupportAssist
Enterprise installer package (Windows)
Prerequisites
Download the SupportAssist Enterprise installation package for Windows operating systems. See Downloading the SupportAssist
Enterprise installation package on page 16.
About this task
If you have SupportAssist for Servers version 1.2 or 1.3, SupportAssist for Dell OpenManage Essentials version 2.1 and 2.2, or
SupportAssist for Microsoft System Center Operations Manager version 1.0 or 1.1 installed, you can migrate to SupportAssist
Enterprise.
NOTE: Migration to SupportAssist Enterprise version 1.1 from SupportAssist for OpenManage Essentials is supported only if
OpenManage Essentials version 2.3 is installed on the system.
Steps
1. Right-click the SupportAssist Enterprise installer package and click Run as administrator.
NOTE: Microsoft User Access Control (UAC) requires that the installation is performed with elevated privileges that are
obtained only through the Run as administrator option. If you are logged in to the system as an administrator, double-
click the installer package to install SupportAssist Enterprise. However, ensure that you acknowledge 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'. Do you want to continue? prompt, click Yes.
The Preparing to Install page is displayed briefly, and then the Welcome to the SupportAssist Enterprise Installer
page is displayed.
3. Click Upgrade.
The Installing SupportAssist Enterprise page is displayed, and then the Installation Completed page is displayed.
4. Click Finish.
The SupportAssist Enterprise login page opens in a web browser window.
5. Type the Microsoft Windows operating system user name and password, and then click Login.
The SupportAssist Enterprise Devices page is displayed.
If you had created device groups and device group credentials prior to the upgrade, the following changes occur:
● Device group credentials are saved as Credential Accounts and Credential Profiles. However, if individual and device
group credentials were configured for devices within the device group, only the individual device credentials are applied
for those devices after the upgrade. If necessary, you can select those devices and apply the created credential profiles.
● Credential Accounts are not created for the existing individual device credentials. If devices within the device group were
configured with individual credentials, the individual credentials are saved and applied on the devices.
NOTE:
For instructions to access SupportAssist Enterprise after the migration is complete, see Opening the
SupportAssist Enterprise user interface on page 34.
Next steps
For EqualLogic devices only: After migration from SupportAssist for OpenManage Essentials to SupportAssist Enterprise,
members of an EqualLogic group that are discovered in OpenManage Essentials are replaced in SupportAssist Enterprise by only
the EqualLogic group. The EqualLogic group is placed in the Staging group with an Unable to add device status because the
credentials of the EqualLogic group are not available. To add the EqualLogic group in SupportAssist Enterprise, ensure that you
edit the credentials or apply a Credential Profile to the EqualLogic group after migration.
For migration from SupportAssist for Microsoft System Center Operations Manager to SupportAssist Enterprise only: The
servers that were discovered in SupportAssist for Microsoft System Center Operations Manager are placed in the Staging
group with an Unable to add device status because the credentials of the servers are not available. To add the servers in
SupportAssist Enterprise, ensure that you edit the credentials or apply a Credential Profile to the servers after migration.
NOTE:
If the server running SupportAssist Enterprise connects to the internet through a proxy server, devices that were
added with the iDRAC IP address are placed in the Staging group. To move the devices to the Default group, add the IP
28 Getting started with SupportAssist Enterprise