Users Guide
Table Of Contents
- SupportAssist Version 2.1 for Dell OpenManage Essentials User's Guide
- Overview
- Installing, upgrading, and uninstalling SupportAssist
- Using Dell SupportAssist
- Starting SupportAssist
- Getting started with SupportAssist
- Configuring the default device type credentials
- Configuring the local SMTP e-mail server settings
- Verification of device status
- Connectivity test
- Editing device credentials
- Resetting the device-specific credentials to the default device type credentials
- Overwriting the device-specific credentials with the default device type credentials
- Filtering the system log collection
- Sending the system logs manually
- Enabling or disabling the automatic collection of system logs
- Enabling or disabling the scheduling of system log collection
- Scheduling the periodic collection of system logs
- Default system log collection schedule
- Disabling the scheduling of system log collection for a specific device type
- Viewing the case list
- Viewing the device inventory
- Filtering the displayed data
- Removing filters from the displayed data
- Sorting the displayed data
- Device grouping
- Device credentials used by SupportAssist
- Configuring the system credentials
- Auto update
- Configuring proxy server settings
- Confirming connectivity through the proxy server
- Configuring e-mail notification settings
- Setting SupportAssist to maintenance mode
- Support for Dell OEM servers
- Viewing and updating the contact information
- Accessing and viewing the logs
- Accessing and viewing the system log collection
- Viewing SupportAssist product information
- Viewing support information
- Accessing the context-sensitive help
- Troubleshooting
- Installing SupportAssist
- Registration problem
- Ensuring successful communication between the SupportAssist application and the SupportAssist server
- Verifying the installation of the collection components
- Launching SupportAssist
- Services
- Collection error
- Collection upload error
- Security
- Troubleshooting SSL connection failure
- Service contract
- Service Tag warnings
- Dell SupportAssist user interface
- Related documents and resources
- Error code appendix
Filtering the system log collection
The system logs collected by SupportAssist includes personally identifiable information (PII) such as the complete configuration
snapshot of storage systems, hosts, and network devices which can contain host identification and network configuration data.
In most cases, part or all of this data is required to properly diagnose issues. The security policy of your company may restrict
sending this data outside of your network. You can prevent sending this data to Dell by configuring SupportAssist to filter the
system log collection.
The following is the network identity information that you can filter from the system log collection:
● Host name
●
IP address
● Subnet mask
● Default gateway
● MAC address
● DHCP server
● DNS server
● Processes
● Environment variables
● Registry
● Logs
● iSCSI data
NOTE: When the Send network identification information to Dell option is cleared, some of the data about your
network is not transmitted to Dell. This may impede Dell Technical Support from resolving your issue.
NOTE: If your devices are covered under the Dell ProSupport Plus service contract, when the Send network
identification information to Dell option is disabled, you will not receive some reporting information about your devices.
To filter the system log collection:
NOTE:
The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators,
Power Users, or Site Administrators group.
1. Click the Settings tab.
The System Logs page is displayed.
2. Click Preferences.
The Preferences page is displayed.
3. Under System Log Collection Details, clear the Send network identification information to Dell option.
NOTE: By default, the Send network identification information to Dell option is selected.
4. Click Save Changes.
Related references
Preferences on page 55
Sending the system logs manually
When a support case is opened or updated, the SupportAssist application, runs the collection components on the devices that
generated the alerts, and then uploads the system logs to Dell. In certain conditions, if required by Dell Technical Support, you
may be required to manually collect the system logs and send it to Dell.
To send the system logs manually:
NOTE:
The Send System Logs option is enabled only if you are logged on as a member of the OpenManage Essentials
Administrators, Power Users, or Site Administrators group.
1. Click the Devices tab.
The Device Inventory is displayed.
2. Select a device in the Device Inventory table.
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Using Dell SupportAssist