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Users Guide

ManualsBrandsDell ManualsAnalyticsSupportAssist Enterprise Application 2.x
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Table Of Contents
• Ensure that the required ports and protocols are enabled on the network. See Network port requirements.
Unable to add adapter
If the Adapters page displays an Unable to add adapter status:
• Verify if the server where you want to add the adapter is reachable from the server where SupportAssist Enterprise is installed.
• Ensure that the system where you want to set up the adapter has more than 500 MB of free disk space required for installation of the
adapter.
• Verify if port 135 is open on the system where you want to set up the adapter.
• For setting up an OpenManage Essentials (OME) adapter, the system where you want to set up the adapter must be running
OpenManage Essentials version 2.5 or later.
• For setting up the Microsoft System Center Operations Manager (SCOM) adapter, Dell EMC Server Management Pack Suite Version
7.x For Microsoft System Center Operations Manager and System Center Essentials must be installed on the system.
• Ensure that Microsoft .NET Framework 4.5 is installed on the system where you want to set up the adapter.
• Ensure that the adapter is not already installed on the server where you are trying to set up the adapter.
• Locate the appconfig.properties file in the config folder, and then increase the timeout value for
adapter.websocket.timeout. The default time is 5 seconds and maximum time is 1 minute.
• Ensure that SupportAssist_RestError.xml file is not present at C:\ProgramData on the system where OpenManage
Essentials is installed.
Unable to add Remote Collector
If the Remote Collectors page displays
Unable to add Remote Collector status:
• Verify if the server where you want to add the Remote Collector is reachable from the server where SupportAssist Enterprise is
installed.
• Ensure that the system where you want to set up the Remote Collector has more than 500 MB of free disk space required for
installation of the Remote Collector.
• Verify if port 135 is open on the system where you want to set up the Remote Collector.
• Ensure that SupportAssist Enterprise is not previously installed on the server where you want to add the Remote Collector.
• Ensure that the Remote Collector is not already installed on the server where you are trying to set up the Remote Collector.
Disconnected
A
Disconnected status may be displayed on header area if the server running SupportAssist Enterprise is unable to connect to an
adapter or Remote Collector that you have set up. When this issue occurs, a Disconnected status is also displayed on the Adapters or
Remote Collectors page depending on the connectivity status of SupportAssist Enterprise with an adapter or Remote Collector. If the
Disconnected status is displayed:
• Ensure that server where you have set up the adapter or Remote Collector is reachable from the server where SupportAssist
Enterprise is installed.
• For Remote Collectors, ensure that the Dell EMC SupportAssist Enterprise service is running on the server where you have set up
the Remote Collector.
• For adapters, ensure that the Dell EMC SupportAssist Enterprise OME Adapter or Dell EMC SupportAssist Enterprise SCOM
Adapter service is running on the server where you have set up the adapter.
• Ensure that port 5700 is open on the server where SupportAssist Enterprise is installed.
• For OpenManage Essentials adapter, if you have added the adapter by using your service account, try deleting the
REST_Error.xml file available at <System drive>:\ProgramData, and then manually synchronize the adapter.
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Troubleshooting