Users Guide
Table Of Contents
- SupportAssist Enterprise Version 2.0.70 User's Guide
- Contents
- 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
- 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
- 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
Understanding maintenance mode
The maintenance mode functionality suspends the alert processing and automatic case creation capability of SupportAssist
Enterprise, thereby preventing the creation of unnecessary support cases during an alert storm or a planned maintenance
activity. If an alert storm is received from a monitored device, SupportAssist Enterprise automatically places the device in
maintenance mode. You can also manually enable the maintenance mode functionality before a planned maintenance activity
to temporarily suspend the automatic case creation capability. The following sections provide more information about the
maintenance mode functionality.
Global-level maintenance mode
Global-level maintenance mode places all monitored devices in maintenance mode, suspending alert processing and automatic
case creation for all devices. While in global-level maintenance mode, SupportAssist Enterprise displays a yellow Maintenance
Mode banner at the top of the page. You can enable global-level maintenance mode to prevent the creation of unnecessary
support cases during downtime or a routine maintenance activity. For instructions to enable global-level maintenance mode, see
Enable or disable global-level maintenance mode.
Device-level maintenance mode
Device-level maintenance mode suspends alert processing and automatic case creation for a specific device. For all other
monitored devices, SupportAssist Enterprise continues to process alerts and create support cases, if the alerts qualify for case
creation. Device-level maintenance mode is implemented as follows:
● Automated device-level maintenance mode — By default, if SupportAssist Enterprise receives 10 or more valid hardware
alerts within 60 minutes from a specific device, SupportAssist Enterprise automatically places that device in maintenance
mode. The device remains in maintenance mode for 30 minutes, allowing you to resolve the issue without creating additional
support cases for the device. An email notification is also sent to the primary and secondary contacts, and the device
displays the maintenance mode icon on the Devices page. After 30 minutes, the device is automatically removed from
maintenance mode, enabling SupportAssist Enterprise to resume normal alert processing for the device. If required, you can
retain the device in maintenance mode until you resolve the issue, by manually enabling maintenance mode. You can also
remove a device from automated maintenance mode before the 30-minute period. For instructions to enable or disable the
device-level maintenance mode, see Enable or disable device-level maintenance mode.
● Manual device-level maintenance mode — If you have a planned maintenance activity for a device, and do not want
SupportAssist Enterprise to automatically create support cases, you can place that device in maintenance mode. While
in maintenance mode, the device displays the maintenance mode icon
on the Devices page. After the maintenance
activity is completed, you can remove the device from maintenance mode, enabling SupportAssist Enterprise to resume
processing alerts from the device normally. For instructions to enable device-level maintenance mode, see Enable or disable
device-level maintenance mode.
The global-level and device-level maintenance mode functionalities work independent of each other. For example:
● If a device is placed in manual maintenance mode, the device continues to remain in manual maintenance mode even if
global-level maintenance mode is enabled and then disabled.
● If a device is placed in automated maintenance mode, the device continues to remain in automated maintenance mode for 30
minutes even if the global-level maintenance mode is enabled and then disabled.
Topics:
• Enable or disable global-level maintenance mode
• Enable or disable device-level maintenance mode
16
122 Understanding maintenance mode