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

• An SEL full error message is displayed.

CAUTION: Clearing the SEL removes the event history of the server.

Steps

1. Point to Devices and click View Devices.

The Devices page is displayed.

2. Select the server where you want to clear the System Event Log.

NOTE: If OMSA is not installed on a device that you have added in SupportAssist Enterprise with the Device Type as

Server, the Clear System Event Log option is disabled.

The device overview pane is displayed at the right side of the Devices page.

3. From the Tasks list, select Clear System Event Log.

While the SEL is cleared from a device, the device displays a Clearing System Event Log status in SupportAssist Enterprise.

After the SEL is cleared successfully, the device displays a

System Event Log cleared status.

Automatic update

The types of SupportAssist Enterprise updates that are available is as follows:

• SupportAssist Enterprise application update — Upgrades the SupportAssist Enterprise application with additional capability,

protocol support, usability enhancements, and patches to fix existing issues. The application checks if any updates are available, every

Monday at 11 p.m. (date and time as on the server where SupportAssist Enterprise is installed).

• Policy files update — Defines SupportAssist Enterprise alert handling and case creation. By installing this update, SupportAssist

Enterprise will have optimized case management as per the latest Dell EMC definitions. The application checks if any policy files

updates are available, every Monday at 11:30 p.m. (date and time as on the server where SupportAssist Enterprise is installed).

• Product support files update — Defines the Dell EMC devices and operating systems that are compatible with SupportAssist

Enterprise. By installing this update, SupportAssist Enterprise will be able to connect to, and collect system information from more

device models. The application checks if any product support files updates are available, every Monday at 11:30 p.m. (date and time as

on the server where SupportAssist Enterprise is installed).

• Adapter upgrade — Enables support for more and newer versions of the OpenManage Essentials, System Center Operations

Manager, or OpenManage Enterprise adapter. By upgrading the adapter, SupportAssist Enterprise can add and inventory more device

types and device models from the systems management console. The application checks if any adapter upgrade updates are available,

every Monday at 11:30 p.m. (date and time as on the server where SupportAssist Enterprise is installed).

NOTE: The adapter will be updated only if the update option is available.

By default, automatic update is enabled for the SupportAssist Enterprise application, policy files, product support files, and the adapter.

This ensures that SupportAssist Enterprise is automatically updated whenever an update is available. You can choose to enable or disable

the automatic update of a specific component based on your preference. For instructions to enable or disable automatic updates, see

Enable or disable automatic updates.

NOTE:

It is recommended that you enable automatic update to ensure that SupportAssist Enterprise is up-to-date with

the latest features and enhancements.

The SupportAssist Enterprise application checks:

• If updates are available and automatic updates are enabled, the updates are downloaded and automatically installed in the background.

• If updates are available, but automatic update is disabled, the update available banner is displayed at the top of the page. You can

click Update now to allow SupportAssist Enterprise to download and install the latest updates.

NOTE:

After the updates are downloaded and installed, an update successful message is displayed. To view and use the

latest updates and enhancements, you must refresh the SupportAssist Enterprise user interface.

Information about the SupportAssist Enterprise update is logged in the log file available at the following location based on the operating

system where SupportAssist Enterprise is installed:

• On Windows — <Drive where SupportAssist Enterprise is installed>:\Program Files\Dell

\SupportAssist\logs

• On Linux — /opt/dell/supportassist/logs

Maintaining SupportAssist Enterprise capability