Users Guide

ManualsBrandsDell ManualsAnalyticsSupportAssist Enterprise Application 2.x

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Table Of Contents

SupportAssist Enterprise Version 2.0.70 User's Guide
Contents
Overview
- 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
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
  - Upgrade SupportAssist Enterprise by using the SupportAssist Enterprise installation package
- 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
  - SupportAssist Enterprise features available for virtual machines
- Add a device by duplication
Managing device discovery rules
- Create device discovery rule
- View the device discovery rule overview pane
- Edit device discovery rule
- Delete device discovery rule
- Run the discovery rule
Viewing cases and devices
- Viewing all support cases
- View support cases for a specific device
- Case management options
- View the device inventory
- View the device overview pane
- Sorting the displayed data
Monitoring site health
- View site health
- Current SupportAssist Enterprise Hostname Details
- Current SupportAssist Overview
- Sitewide Inventory Validation
- Network Connectivity
- Extensions Tree View
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
- Remote Collectors overview
Device grouping
- Predefined device groups
- View device groups
- Creating a device group
- Manage devices in a device group
- Manage the credentials of a device group
- View and update device group information
- Delete a device group
Managing device credentials
- Account credentials
- Credential profiles
Validating device inventory
- View the Site Inventory Validation page
- Start inventory validation manually
- Schedule automatic inventory validation
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
  - View the connectivity status
  - Perform the connectivity test
- Test the case creation capability
- Clear the System Event Log
- Automatic update
  - Enable or disable automatic updates
- Delete a device
Configuring email notifications
- Configure email notification settings
- Configure SMTP server settings
- Types of 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
- View a collection from the Devices page
- View a collection from the Collections page
- Refine collections based on a date range
- Configuration Viewer
  - Log types
- Items reported in periodic collections from servers
- Download and view a multiple device collection
- Analytics collections overview
  - Download analytics collection
Using SupportAssist Enterprise to collect and send system information
- Set up SupportAssist Enterprise for collecting and sending system information
- Start the collection of system information from a single device
- Start the collection of system information from multiple devices
- Upload a collection
- Upload a collection from a disconnected site
Understanding maintenance mode
- Enable or disable global-level maintenance mode
- Enable or disable device-level maintenance mode
SupportAssist Enterprise user groups
- SupportAssist Enterprise functions and user privileges
- Granting elevated or administrator privileges to users
- Add users to the SupportAssist Enterprise user groups – Windows
- Add users to the SupportAssist Enterprise user groups – Linux
Manually configuring SNMP settings
- Manually configuring the alert destination of a server
- Manually configure alert destination of iDRAC using the web interface
- Manually configure alert destination of networking device
Managing SupportAssist Enterprise alerts in TechDirect
- Set up TechDirect to receive SupportAssist Enterprise alerts
- Configure alert rules in TechDirect
- View SupportAssist Enterprise alerts in TechDirect
- SupportAssist alerts
- SupportAssist alert actions
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
- View SupportAssist Enterprise product information
- Uninstalling SupportAssist Enterprise
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
  - Clear the system event log using iDRAC
  - Clear the System Event Log by using OMSA
- Maintenance mode
- Auto update
- Unable to edit device credentials
- Automatic case creation
- Scheduled tasks
- SupportAssist Enterprise services
  - Verify the status of SupportAssist Enterprise services on Windows
  - Verify the status of SupportAssist Enterprise services on Linux
  - Verify the status of SupportAssist Enterprise services on Ubuntu and Debian
- 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
  - Validation test status
  - History of inventory validation
- Device Groups page
  - Manage Devices
  - Create or Edit Device Group
- Manage Device Discovery Rule
- Manage Account Credentials
  - Add Account Credentials
  - Edit Account Credentials
- Manage Credential Profiles
  - Add Credential Profile
  - Edit Credential Profile
- Collections page
  - Collection overview pane
- Analytics Collections
- Extensions
  - Adapters
  - Remote Collectors
    - Set Up Remote Collector
    - Remote Collector overview pane
- Settings
- Network Connectivity Test
- SupportAssist Enterprise test
Error code appendix
SupportAssist Enterprise resources
Contacting Dell EMC

● For storage, networking, or multiple device collections only — On the Collections page, select the collection, and in the

collection overview pane, click Download File.

● For other device collections, depending on the operating system, you can access the collection .zip file at the following

location:

○ Windows — <Drive where SupportAssist Enterprise is installed>:\Program Files\Dell\SupportAssist\reports

○ Linux — /opt/dell/supportassist/scripts/reports

● If the collection was performed by a Remote Collector, log in to the server where the Remote Collector is installed.

Depending on the operating system, you can access the collection .zip file at the following location:

○ Windows — <System drive of the remote system>:\Program Files\Dell\SupportAssist\reports

○ Linux — /opt/dell/supportassist/scripts/reports

3. Copy and paste the collection .zip file to another system that has Internet connectivity.

4. Go to https://techdirect.dell.com/fileUpload/

The Dell EMC Technical Support File Upload page is displayed.

5. Type the Service Tag of the device.

6. Type your company name, contact name, Service Request #, email address, Dell EMC contact email, and address in the

appropriate fields.

NOTE: If you do not have a Service Request number, contact Technical Support to open a service request.

7. Click Choose File and browse to select the collection .zip file.

8. Click Submit.

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