Users Guide

Chapter 1: Overview...................................................................................................................... 6
What is new in this release................................................................................................................................................6
Key features.......................................................................................................................................................................... 7
SupportAssist capabilities available with Dell service contracts.............................................................................. 7
Case data handling.............................................................................................................................................................. 8
Event handling......................................................................................................................................................................8
Data collected by SupportAssist......................................................................................................................................8
Chapter 2: Installing, upgrading, and uninstalling SupportAssist................................................. 10
Prerequisites....................................................................................................................................................................... 10
Minimum requirements..................................................................................................................................................... 10
Software requirements............................................................................................................................................... 10
Hardware requirements............................................................................................................................................... 11
Network requirements................................................................................................................................................. 11
Installing SupportAssist.................................................................................................................................................... 12
Installing SupportAssist using the SupportAssist installation package........................................................... 12
Installing SupportAssist using the OpenManage Essentials installation package......................................... 13
Setting up SupportAssist............................................................................................................................................14
Upgrading SupportAssist................................................................................................................................................. 15
Upgrading SupportAssist using the SupportAssist installation package........................................................ 15
Upgrading SupportAssist using the OpenManage Essentials installer package............................................16
Setting up SupportAssist after an upgrade........................................................................................................... 16
Uninstalling SupportAssist............................................................................................................................................... 16
Chapter 3: Using Dell SupportAssist............................................................................................ 18
Starting SupportAssist......................................................................................................................................................18
Getting started with SupportAssist...............................................................................................................................19
Configuring the default device type credentials........................................................................................................ 19
Configuring the local SMTP e-mail server settings.................................................................................................. 20
Verification of device status............................................................................................................................................21
Connectivity test............................................................................................................................................................... 22
Viewing the connectivity test status......................................................................................................................22
Performing the connectivity test............................................................................................................................ 22
Editing device credentials................................................................................................................................................23
Resetting the device-specific credentials to the default device type credentials............................................ 23
Overwriting the device-specific credentials with the default device type credentials.................................... 24
Filtering the system log collection................................................................................................................................ 25
Sending the system logs manually................................................................................................................................ 25
Enabling or disabling the automatic collection of system logs...............................................................................26
Enabling or disabling the scheduling of system log collection................................................................................26
Scheduling the periodic collection of system logs.....................................................................................................27
Default system log collection schedule........................................................................................................................28
Disabling the scheduling of system log collection for a specific device type.....................................................28
Viewing the case list.........................................................................................................................................................29
Contents
Contents 3