Users Guide

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise
user groups on page 124 and Granting elevated or administrative privileges to users on page 126.
About this task
When a support case is opened or updated for a device, SupportAssist Enterprise automatically collects system information from
that device, and uploads the information to Dell EMC. If necessary, you can also manually start the collection of system
information from a device. For example, if an error occurs during the automatic collection and upload of system information, you
must resolve the underlying issue, and then manually start the collection and upload of system information. You may also be
required to manually start the collection and upload of system information, if requested by Technical Support.
Steps
1. Go to Devices > View Devices.
The Devices page is displayed.
2. Select the local system or a remote device from which you want to collect system information.
The Start Collection link is enabled.
3. Click Start collection.
The Name/IP Address column on the Devices page displays a progress bar and a message that indicate the status of the
collection and upload of system information to Dell EMC.
NOTE: If you want to cancel the collection of system information, click the icon that is displayed next to the
progress bar.
NOTE: Until the collection is complete, the check box that is used to select the device is disabled. Therefore, you
cannot initiate any other tasks on the device until the collection is complete.
NOTE: If the registration is not complete, the collection is not automatically sent to Dell EMC. However, you can go to
the Collections page, and then manually initiate the upload.
Start the collection of system information from
multiple devices
Prerequisites
You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user
groups on page 124 and Granting elevated or administrative privileges to users on page 126.
About this task
You can use SupportAssist Enterprise to create and upload a collection bundle that contains the collected system information
from multiple devices.
NOTE: System information is collected only from devices that are not present in the Staging group.
Steps
1. Go to Devices > View Devices.
The Devices page is displayed.
2. Select the devices from which you want to collect system information.
The Start Collection link is disabled when you select more than one device.
3. From the Collection Purpose list, select a reason for the collection.
The Start Collection link is enabled.
4. Click Start Collection.
The Multiple Device Collection window is displayed.
5. (Optional) Type a name for the collection bundle, support case number, and the name or email address of the Technical
Support contact.
6. If you want SupportAssist Enterprise to upload the collection bundle to Dell EMC, ensure that the Upload Collection option
is selected.
Using SupportAssist Enterprise to collect and send system information
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