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
Overview
SupportAssist Enterprise is an application that automates technical support for your Dell server, storage, and networking
devices. SupportAssist Enterprise monitors your Dell devices and proactively detects hardware issues that may occur. When a
hardware issue is detected, SupportAssist Enterprise automatically opens a support case with Technical Support and sends you
an email notification. The system information required for troubleshooting the issue is automatically collected by SupportAssist
Enterprise and sent securely to Technical Support. The collected system information helps Technical Support to provide you an
enhanced, personalized, and efficient support experience. SupportAssist Enterprise capability also includes a proactive response
from Technical Support to help you resolve the issue.
Additionally, SupportAssist Enterprise can monitor hardware issues that may occur on devices that you are managing by using
OpenManage Essentials or Microsoft System Center Operations Manager.
NOTE: SupportAssist Enterprise can monitor hardware issues that occur in Dell server and Dell networking devices. For
certain Dell storage devices, monitoring of hardware issues is supported when the devices are inventoried in SupportAssist
Enterprise by using the OpenManage Essentials adapter. For more information on adapters, see Using Extensions.
NOTE: SupportAssist Enterprise capabilities available for a device vary depending on the Dell service contract of the
device. The primary capabilities of SupportAssist Enterprise are available only for devices with an active ProSupport,
ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contract. For a summary of
the SupportAssist Enterprise capabilities and Dell service contracts, see SupportAssist Enterprise capabilities available with
Dell service contracts.
This document provides information about installing and setting up SupportAssist Enterprise to:
● Monitor devices for hardware issues
● Automatically create a support case when an issue is detected
● Collect and send system information from your devices periodically and as needed
NOTE:
In this document, the term local system refers to the server where SupportAssist Enterprise is installed; remote
device refers to any other device in your environment.
Related references
System information collected by SupportAssist Enterprise on page 12
Topics:
• 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
What is new in this release
● Set up an adapter to inventory devices that are managed by OpenManage Essentials or Microsoft System Center Operations
Manager
● Create Account Credentials for each device type
● Create and assign Credential Profiles to devices
● Set up Remote Collectors to collect and upload system information from devices within specific IP address ranges
● Support for up to 15,000 devices on a Windows installation by setting up Remote Collectors
● Support for up to 3,500 devices on a Linux installation
● Support for the 14th generation of PowerEdge servers
● Support for VxRail appliances
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