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
Chapter 1: Overview...................................................................................................................... 6
Key features..........................................................................................................................................................................6
SupportAssist capabilities available with Dell service contracts.............................................................................. 7
Case data handling.............................................................................................................................................................. 8
Event handling......................................................................................................................................................................8
Data collected by SupportAssist......................................................................................................................................8
What is new in this release................................................................................................................................................9
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......................................... 12
Setting up SupportAssist........................................................................................................................................... 13
Upgrading SupportAssist................................................................................................................................................. 15
Upgrading SupportAssist using the SupportAssist installation package........................................................ 15
Upgrading SupportAssist using the OpenManage Essentials installer package........................................... 15
Setting up SupportAssist after an upgrade........................................................................................................... 16
Uninstalling SupportAssist............................................................................................................................................... 16
Chapter 3: Using Dell SupportAssist............................................................................................ 17
Starting SupportAssist......................................................................................................................................................17
Getting started with SupportAssist...............................................................................................................................18
Configuring the default device type credentials........................................................................................................ 18
Configuring the local SMTP e-mail server settings................................................................................................... 19
Verification of device status...........................................................................................................................................20
Connectivity test................................................................................................................................................................21
Viewing the connectivity test status.......................................................................................................................21
Performing the connectivity test............................................................................................................................. 21
Editing device credentials................................................................................................................................................ 21
Resetting the device-specific credentials to the default device type credentials............................................ 22
Overwriting the device-specific credentials with the default device type credentials.................................... 23
Filtering the system log collection.................................................................................................................................24
Sending the system logs manually................................................................................................................................ 24
Enabling or disabling the automatic collection of system logs...............................................................................25
Enabling or disabling the scheduling of system log collection................................................................................25
Scheduling the periodic collection of system logs.................................................................................................... 26
Default system log collection schedule........................................................................................................................ 27
Disabling the scheduling of system log collection for a specific device type..................................................... 27
Viewing the case list.........................................................................................................................................................28
Contents
Contents 3