Users Guide

● Automatically create a support case if there is a problem with a device in your environment.
● Upload the generated system log collection to Dell.
To ensure that the SupportAssist application is able to successfully communicate with the SupportAssist server:
● The management server on which the SupportAssist application is installed must be able to connect to the following
destinations:
○ https://apidp.dell.com/support/case/v2/WebCase and https://api.dell.com/support/case/v2/WebCase?wsdl— end
point for the SupportAssist server. On the management server, verify if you can access the following location using the
web browser: https://apidp.dell.com/support/case/v2/WebCase?wsdl and https://api.dell.com/support/case/v2/
WebCase?wsdl.
○ https://ddldropbox.us.dell.com/upload.ashx/ — the file upload server where the diagnostic test results are uploaded.
○ Verify if port 443 is open on the management server for https://ddldropbox.us.dell.com and https://ftp.dell.com. You
can use a telnet client to test the connection. For example, use the following command: o
ddldropbox.us.dell.com 443.
○ https://ftp.dell.com/ — for new SupportAssist release information. On the management server, verify if you can access
the following location using the web browser: https://ftp.dell.com/.
● Verify if the server certificate onhttps://ddldropbox.us.dell.com is valid. For more information, see Verifying the server
certificate.
● Verify if the network settings on the management server are correct.
● If the management server on which SupportAssist is installed connects to the Internet through a proxy server, configure the
proxy settings in SupportAssist. See Configuring proxy server settings.
If the communication problem persists, contact your network administrator for further assistance.
Comprobación del certificado de servidor
Para comprobar el certificado del servidor en ddldropbox.us.dell.com:
1. Abra https://ddldropbox.us.dell.com en un explorador de web.
Puede que aparezca un error de 404: archivo o directorio no encontrado.
2. En la barra de direcciones, haga clic en el icono Informe de seguridad
y, a continuación, haga clic en Ver certificados.
Aparece Certificado.
3. En la pestaña General, compruebe si el certificado muestra una fecha válida.
4. Haga clic en la pestaña Ruta de certificación, y compruebe si el certificado raíz de GTE CyberTrust Global está en la
lista.
Verifying the installation of the collection components
SupportAssist uses the following collection components to generate the system log collection from supported devices in an
environment:
● Dell System E-Support Tool (DSET)
● Dell Lasso
The collection components are automatically downloaded and installed in the background after the installation of SupportAssist.
To successfully generate the system log collection, the collection component must be of a version that is compatible with
SupportAssist.
To verify if a compatible version of the collection component is installed:
1. Navigate to the Control Panel.
2. Click Programs > Programs and Features.
The Uninstall or change a program window is displayed.
3. In the list of installed applications, verify if the compatible version of DSET and Lasso are installed.
NOTE:
For information on the version of DSET and Lasso that is compatible with SupportAssist, see the Dell
SupportAssist Version 2.2 for Dell OpenManage Essentials Support Matrix at Dell.com/ServiceabilityTools.
Solución de problemas 45