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
Overview
Dell SupportAssist for OpenManage Essentials is a service capability that collects information about your Dell system hardware
and software, and automatically creates support cases when issues arise. This helps Dell to provide you an enhanced,
personalized, and efficient support experience. Dell uses this data to help solve common problems, and to design and market the
products and services features you use most.
SupportAssist integrates with Dell OpenManage Essentials to provide support capabilities for the following Dell enterprise
server, storage, and networking solutions, using the existing environment data:
● Dell’s 9th to 13th generation of PowerEdge servers.
NOTE: SupportAssist also supports Integrated Dell Remote Access Controller 7 (iDRAC7) and iDRAC8 available on
PowerEdge 12th and 13th generation servers respectively.
● Dell PowerVault NX, storage servers
● Dell PowerVault MD storage arrays
● Dell EqualLogic storage arrays
● Dell Networking switches (formerly Force10 and PowerConnect)
● Dell PowerEdge M1000e Blade Enclosure
● Dell PowerEdge VRTX
● Dell PowerEdge FX2
NOTE:
For a complete list of supported operating systems and device models, see the Dell SupportAssist for OpenManage
Essentials Version 2.2 Support Matrix at https://www.dell.com/serviceabilitytools.
NOTE: SupportAssist does not support Dell Compellent devices, Dell PowerEdge M I/O Aggregator, Dell PowerVault
NAS, Dell EqualLogic FluidFS NAS, PowerVault MD Series FluidFS NAS, Dell Compellent FluidFS NAS, Dell DR4000, Dell
PowerVault RD1000, and Brocade switches.
NOTE: SupportAssist provides limited support for PowerConnect stacked configurations. When a single switch in the stack
is identified with an issue, the Service Tag of the master switch is displayed to have an issue. Exact switch details are not
provided.
NOTE: Equipping your server running OpenManage Essentials with SupportAssist is voluntary, and results in improved
support, products, and services designed to meet your needs.
NOTE: SupportAssist supports up to 2000 devices.
Topics:
• Key features
• SupportAssist capabilities available with Dell service contracts
• Case data handling
• Event handling
• Data collected by SupportAssist
• What is new in this release
Key features
The key features of SupportAssist include:
● Monitoring — Monitors your hardware and accelerates identification of issues with e-mail alerts from Dell at the time of
hardware failure.
● Automatic support case creation — When a critical alert is received from your hardware by OpenManage Essentials, the
alert information is sent to Dell and a Service Request is automatically created. A Dell Technical Support agent contacts you
about the alert and helps you resolve the issue.
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6 Overview