Users Guide
Table Of Contents
- SupportAssist Enterprise Version 2.0.50 User's Guide
- Overview
- Getting started with SupportAssist Enterprise
- Setting up SupportAssist Enterprise for the 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
- Accessing the context-sensitive help
- View SupportAssist Enterprise product information
- Uninstalling SupportAssist Enterprise
- Identify series of PowerEdge server
- 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
- Other resources
○ Suspend Activity 24 hours—To request Technical Support to suspend activities that are related to a support case for 24 hours.
After 24 hours, Technical Support automatically resumes activities that are related to the support case.
○ Resume Activity—To request Technical Support to resume activities that are related to a support case.
NOTE: The Resume Activity option is enabled only if you had previously requested to suspend activities that are
related to a support case.
○ Request to Close—To request Technical Support to close a support case.
NOTE: Only support cases that were opened by SupportAssist Enterprise can be managed by using the Case Options
list.
• Refresh—To refresh the case list view.
• Fetching Cases —A progress indicator that is displayed when SupportAssist Enterprise is verifying if cases are present for your
devices.
• TechDirect—Opens the Dell EMC TechDirect home page in a new web browser window.
The following table describes the support case information for your Dell EMC devices that are monitored by SupportAssist Enterprise, as
displayed in the Cases page.
Table 38. Cases page
Column name Description
Check box Use to select a support case for performing case management actions.
NOTE: The check box is displayed only for cases that were automatically created by
SupportAssist Enterprise.
Name/IP Address The name, host name, or IP address depending on the information you have provided for the device. The
device name is displayed as a link that you can click to open the Devices page.
Number The numeric identifier that is assigned to the support case.
Status The current state of the support case. The status of a support case may be:
• Submitted—SupportAssist Enterprise has submitted the support case.
• Open—Technical Support has opened the submitted support case.
• In Progress—Technical Support is working on the support case.
• Customer Deferred—Technical Support has deferred the support case at the customer’s request.
• Reopened—The support case was previously closed, and has been reopened.
• Suspended—Technical Support has suspended activities that are related to the support case for 24
hours based on your request.
• Closure Requested—You have requested Technical Support to close the support case.
• Closed—The support case is closed.
• Not Applicable—An issue was detected by SupportAssist Enterprise, but a support case was not
created because the device has either an expired warranty or Basic Hardware warranty.
• Unavailable—The support case status could not be retrieved from Dell EMC.
• Unknown—SupportAssist Enterprise is unable to determine the status of the support case.
Title The support case name, which identifies:
• Support case generation method
• Device model
• Device operating system
• Alert ID, if available
• Alert description, if available
• Warranty status
• Resolution description
Date Opened The date and time when the support case was opened.
Service Contract The Dell EMC service contract level under which the device is covered. The Service Contract column may
display:
• Unknown—SupportAssist Enterprise cannot determine the service contract.
• Invalid Service Tag—The Service Tag of the device is invalid.
• No Service Contract—This device is not covered under a Dell EMC service contract.
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