Users Guide

○ On the server where SupportAssist Enterprise is installed, verify if port 443 is open for both incoming and outgoing communication
on is.us.dell.com, downloads.dell.com, apidp.dell.com, and api.dell.com. You can use a telnet client to test the connection.
For example, use the following command: is.us.dell.com 443
• On the server where SupportAssist Enterprise is installed, verify if the network settings are correct.
• If the server where SupportAssist Enterprise is installed connects the Internet through a proxy server, configure the proxy settings in
SupportAssist Enterprise. See Configure proxy server settings.
If the communication problem persists, contact your network administrator for further assistance.
Accessing the SupportAssist Enterprise
application logs
About this task
SupportAssist Enterprise saves system events and log messages in the following locations:
• On Windows:
○ Windows Event Log
○ The installation logs folder (<Drive where SupportAssist Enterprise is installed>:\Program Files\Dell
\SupportAssist\logs)
• On Linux:
○ var logs
○ The installation logs folder (/opt/dell/supportassist/logs)
A new log file is created daily at 11:59 p.m. based on the time zone configured on the system, and the log is stored in the logs folder. The
log file contains log information for the current day. At the end of each day, the log file is renamed as application.log <date format
in yyyymmdd>. If the log file is older than two days, the log file is zipped automatically. This enables you to identify the exact log file stored
for a given date when alerts occur. For example, log files similar to the following can be seen:
• application.log
• application.log. 20171101
• application.log. 20171102 .zip
• application.log. 20171103 .zip
The log files are purged from storage after 30 days.
The log file contains log messages that correspond to the following values (or higher) in the log4j.xml file: FATAL, ERROR, WARN,
INFO, and DEBUG, with special values of OFF and ALL. The log4j.xml file is available at <Drive where SupportAssist
Enterprise is installed>:\Program Files\Dell\SupportAssist\config (on Windows) and /opt/dell/
supportassist/config (on Linux). A value of ERROR in the log4j.xml file results in log messages of FATAL, and ERROR, since
FATAL is a higher level than ERROR.
Event storm handling
SupportAssist Enterprise intelligently handles event storm conditions, allowing up to nine separate alerts from a device within a 60-minute
timespan. However, if 10 or more separate alerts are received from a device, SupportAssist Enterprise automatically places the device in
maintenance mode. Maintenance mode prevents any further processing of alerts from the device, enabling you to make infrastructure
changes without creating unnecessary support cases. After 30 minutes in maintenance mode, SupportAssist Enterprise automatically
removes the device from maintenance mode and resumes normal alert processing for the device. For more information about maintenance
mode, see Understanding maintenance mode.
Accessing the context-sensitive help
About this task
Context-sensitive help provides information about features and tasks that are applicable to the current view on the user interface. Once
you invoke the context-sensitive help, you can navigate or search through the entire SupportAssist Enterprise help system.
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Other useful information