Users Guide
Table Of Contents
- SupportAssist Enterprise Version 2.0.60 User's Guide
- Overview
- Getting started with SupportAssist Enterprise
- Set up SupportAssist Enterprise on local system
- Setting up SupportAssist Enterprise for remote devices
- Evaluating SupportAssist Enterprise
- Download the SupportAssist Enterprise installation package
- Installing or upgrading SupportAssist Enterprise
- Minimum requirements for installing and using SupportAssist Enterprise
- Installing SupportAssist Enterprise
- Upgrading SupportAssist Enterprise
- Migrating to SupportAssist Enterprise
- Using SupportAssist Enterprise without registration
- Register SupportAssist Enterprise
- Set up an SELinux enabled system to receive alerts
- Open the SupportAssist Enterprise user interface
- Log in to SupportAssist Enterprise
- Log out of SupportAssist Enterprise
- Adding devices
- Methods of adding devices
- Device types and applicable devices
- Add a server or hypervisor
- Add an iDRAC
- Add a chassis
- Add a Networking device
- Add a PowerVault storage array
- Add an EqualLogic PS Series storage solution
- Add a Compellent SC Series storage solution
- Add a Fluid File System NAS device
- Add a software
- Add a solution
- Add a virtual machine
- Add a device by duplication
- Managing device discovery rules
- Viewing cases and devices
- Monitoring site health
- Using Extensions
- Types of extensions
- Support for setting up adapter or Remote Collector
- Getting started with adding devices managed by systems management consoles
- Adapters overview
- Set up OpenManage Essentials adapter
- Set up the Microsoft System Center Operations Manager adapter
- Management Packs for inventorying devices managed by Operations Manager
- Set up OpenManage Enterprise adapter
- View the adapter overview pane
- View devices inventoried by the adapter
- Synchronize adapter
- Edit adapter
- Delete adapter
- Approximate time required to assign Credential Profile
- Remote Collectors overview
- Device grouping
- Managing device credentials
- Validating device inventory
- Maintaining SupportAssist Enterprise capability
- Enable or disable monitoring of a device
- Perform deep discovery
- Install or upgrade OMSA by using SupportAssist Enterprise
- Configure SNMP settings by using SupportAssist Enterprise
- View and update the contact information
- View and update parts dispatch information
- Integrate SupportAssist Enterprise with your TechDirect account
- Configure proxy server settings
- Connectivity test
- Test the case creation capability
- Clear the System Event Log
- Automatic update
- Delete a device
- Configuring email notifications
- Configuring collection settings
- Prerequisites for collecting system information
- Enable or disable the automatic collection of system information on case creation
- Enable or disable analytics collections
- Enable or disable the periodic collection of system information from all devices
- Enable or disable the collection of identity information
- Enable or disable the collection of system information
- Enable or disable the automatic upload of collections
- Enable or disable analytics 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 on server running Windows
- Manually configuring the alert destination of a server running Windows
- Manually configuring the alert destination of a server by using the script file on a server running Linux
- Manually configure alert destination of server running Linux
- Manually configure alert destination of iDRAC using the web interface
- Manually configure alert destination of networking device
- Manually configuring the alert destination of a server
- Managing SupportAssist Enterprise alerts in TechDirect
- Other useful information
- Monitoring servers for hardware issues
- Support for automatically installing or upgrading OMSA
- Support for automatically configuring SNMP settings
- Installing patch for SupportAssist Enterprise
- Enable or disable API interface settings
- Signing in to TechDirect
- Deep discovery
- Device correlation
- Association view
- Detection of hardware issues in attached storage devices
- Support for OEM devices
- Install Net-SNMP on a server running Linux
- Configure sudo access for SupportAssist Enterprise on server running 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
- View SupportAssist Enterprise product information
- Uninstalling SupportAssist Enterprise
- Identify series of 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
- 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
- Unable to view tool tips in Mozilla Firefox
- Other services
- Security
- Logs
- SupportAssist Enterprise user interface
- SupportAssist Enterprise Registration Wizard
- Login page
- Site Health
- Cases page
- Devices page
- Site Inventory Validation
- Device Groups page
- Manage Device Discovery Rule
- Manage Account Credentials
- Manage Credential Profiles
- Collections page
- Analytics Collections
- Extensions
- Settings
- Network Connectivity Test
- SupportAssist Enterprise test
- Error code appendix
- SupportAssist Enterprise resources
- Contacting Dell EMC
Overview
SupportAssist Enterprise is an application that automates technical support for your Dell EMC server, storage, and networking
devices. SupportAssist Enterprise monitors your 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. SupportAssist Enterprise automatically collects the system state information required for troubleshooting
the issue and sends it securely to Dell EMC. 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, Microsoft System Center Operations Manager (SCOM), or OpenManage Enterprise.
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.
Topics:
• New and enhanced features
• Overview of supported device types
• How SupportAssist Enterprise works
• SupportAssist Enterprise capabilities available with Dell EMC service contracts
• System information collected by SupportAssist Enterprise
New and enhanced features
This release adds support for:
● OpenManage Enterprise version 3.5
● OpenManage Server Administrator version 9.5
● Newer versions of Linux and ESXi operating systems
● Dell EMC MXG610s switch
● New firmware versions of Brocade 6505 and PowerEdge MX7000
Overview of supported device types
SupportAssist Enterprise is compatible with Dell EMC server, storage, and networking devices. The following is an overview of
the device types that are compatible with SupportAssist Enterprise.
NOTE:
SupportAssist Enterprise can monitor hardware issues on Dell EMC server, Dell EMC networking, Storage MD
series, and Storage PS series devices. For Storage MD Series devices, monitoring of hardware issues is supported when the
device is added either directly or through the OpenManage Essentials adapter. For Storage PS Series devices, monitoring of
hardware issues is supported only if the device is added through the OpenManage Essentials adapter. For more information
on adapters, see Using Extensions. Automatic case creation is supported only for devices that are monitored by
SupportAssist Enterprise.
NOTE: SupportAssist Enterprise capabilities available for a device vary depending on the Dell EMC 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
1
10 Overview