Users Guide

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Table Of Contents

SupportAssist Enterprise Version 2.0.50 User's Guide
Overview
- New features in this release
- 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
- 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
  - 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 administrative 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
- Accessing the context-sensitive help
- View SupportAssist Enterprise product information
- Uninstalling SupportAssist Enterprise
  - Uninstall SupportAssist Enterprise - Windows
  - Uninstall SupportAssist Enterprise - Linux
  - Uninstall SupportAssist Enterprise in silent mode - Linux
- 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
  - 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
Other resources

The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or

host name that you have entered is used to represent the device.

7. Perform one of the following:

• If you selected the Perform deep discovery option, select the credential profile that you want to assign to the device and its

associated device types. To create a credential profile, select Create New Profile and click Create. To enter the profile details,

follow steps 3 to 7 in Create credential profile on page 87.

• If you did not select the Perform deep discovery option, select the Account Credentials that you want to assign to the device.

To create account credentials, select Create New Account and click Create. To enter the account details, follow steps 3 to 6 in

Add Account Credentials on page 85.

8. If you want SupportAssist Enterprise to monitor hardware issues that may occur on the device, select the Enable Monitoring,

Configure SNMP Settings, and Install / Upgrade OMSA options.

NOTE: If the registration is completed, by default, the Enable Monitoring, Configure SNMP Settings, and Install /

Upgrade OMSA options are selected. If the registration is not completed, when you select the Enable Monitoring

option, you are requested to complete the registration. To continue, you can either clear the Enable Monitoring

option or click Register to open the registration wizard.

For SupportAssist Enterprise to monitor hardware issues that may occur on the device, the following dependencies must be met:

• The SNMP settings of the device must be configured to forward SNMP traps (alerts) to the server where SupportAssist

Enterprise is installed.

• The recommended version of OpenManage Server Administrator (OMSA) must be installed on the device.

To help you meet these dependencies, SupportAssist Enterprise can configure SNMP trap (alert) forwarding and also install or

upgrade OMSA automatically on the device. To allow SupportAssist Enterprise to automatically:

• Configure the device to forward alerts, ensure that the Configure SNMP Settings option is selected.

• Install or upgrade OMSA on the device, ensure that the Install / Upgrade OMSA option is selected.

Tasks to configure alert forwarding and to install OMSA are initiated after the device is added successfully to the device inventory.

NOTE:

If you prefer to perform both tasks (configure alert forwarding and install or upgrade OMSA) manually, clear

the Configure SNMP Settings and Install / Upgrade OMSA options.

9. Click Next.

The Discovering Device page is displayed until SupportAssist Enterprise identifies the device.

If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error

message is displayed.

10. If desired, from the Assign Other Group list, select a device group to which you want to assign the device.

If you do not select a device group, the device is assigned to the Default device group. For information about the Default device

group, see Predefined device groups on page 80.

11. Click Finish.

The device is added to the device inventory, and the Summary page is displayed.

12. Click OK to close the Add Single Device wizard.

CAUTION:

If the SNMP settings of the device are not configured and OMSA is not installed on the device,

SupportAssist Enterprise cannot monitor hardware issues that may occur on the device.

NOTE: Installation of OMSA is not supported on devices running CentOS, Oracle Virtual Machine, and Oracle

Enterprise Linux. When you add these devices with the Device Type as Server / Hypervisor, SupportAssist

Enterprise can only collect and upload system information. To allow SupportAssist Enterprise to monitor these

devices for hardware issues, add these devices by selecting the Device Type as iDRAC. For more information about

adding an iDRAC, see Add an iDRAC on page 39.

The device is added to the device inventory with an appropriate status:

• When SupportAssist Enterprise is configuring the SNMP settings, the device displays a

Configuring SNMP status.

• When SupportAssist Enterprise is installing or upgrading OMSA, the device displays an Installing OMSA status.

After the installation of OMSA and configuration of SNMP settings are completed, the device status changes to Success. If an

issue occurs during the configuration of SNMP or OMSA installation, the device displays an appropriate status in the Devices page.

Adding devices