Users Guide

Servers
● If you are adding a device by providing the operating system details (agent-based monitoring) and the device is running a
Windows operating system:
○ Verify if the credentials you provided have administrator rights on the device.
○ Verify if the Windows Management Instrumentation (WMI) service is running on the device.
○ If the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at
msdn.microsoft.com.
● If you are adding a device by providing the operating system details (agent-based monitoring) and the device is running a
Linux operating system:
○ Verify if the credentials you provided have root, super user, or sudo user rights on the device. If you provide the user
name and password of a sudo user, ensure that the sudo user is configured for SupportAssist Enterprise. See Configure
sudo access for SupportAssist Enterprise.
○ Verify if the Secure Shell (SSH) service is running on the device.
○ Verify if SSH password authentication is enabled (enabled by default).
○ Ensure that OpenSSL is updated. For more information, see the resolution for OpenSSL CCS injection vulnerability
(CVE-2014-0224) available in the support website of the operating system.
● If you are adding a device by providing the iDRAC details (agentless monitoring), ensure that the iDRAC has an Enterprise or
Express license installed. For information on purchasing and installing an Enterprise or Express license, see the “Managing
Licenses" section in the iDRAC User’s Guide at https://www.dell.com/idracmanuals.
●
If the error message states that SupportAssist Enterprise is unable to gather system information from the device because
the SSL encryption level of the device is set to 256 bit or higher:
1. Download the https://www.azulsystems.com/products/zulu/cryptographic-extension-kit available at the Azul Systems
website.
2. Extract the downloaded file.
3. Copy the local_policy.jar and US_export_policy.jar files and paste them at the following location on the
system where SupportAssist Enterprise is installed:
○ On Windows: <Drive where SupportAssist Enterprise is installed>:\Program Files\Dell
\SupportAssist\jre\lib\security
○ On Linux: /opt/dell/supportassist/jre/lib/security
4. Restart the SupportAssist service and retry the operation.
After resolving the underlying issue, manually initiate the collection and upload of system information. See Start the collection of
system information from a single device.
Hypervisors
For devices running VMware ESX and ESXi:
● Ensure that SFCBD and CIMOM are enabled on your device.
○ To enable SFCBD, use the following command: /etc/init.d/sfcbd-watchdog start.
○ To enable WBEM, use the following command: esxcli system wbem set --enable true.
Depending on your scenario, you may have to run the following commands.
● To check the status of the agent: /etc/init.d/sfcbd-watchdog status.
● To reset WBEM, perform the following:
1. Disable WBEM on your device: esxcli system wbem set --enable false.
2. Enable WBEM on your device: esxcli system wbem set --enable true.
● To disable SFCBD, use the following command: /etc/init.d/sfcbd-watchdog stop.
Storage
If the device is a Storage PS Series array:
● Ensure that Secure Shell (SSH) and SNMP service are running on the device.
● Ensure that you provide the management group IP address of the device in the add device wizard.
Troubleshooting
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