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
Error code appendix
The following table lists the error codes, error messages, and possible resolutions.
Table 22. Error codes
Error code Error message Possible resolution
1000_1 SupportAssist is unable to run a collection component
on <device name> because the component is not
supported on the operating system running on the
device.
For information on the supported devices and
operating systems, see the Dell SupportAssist for Dell
OpenManage Essentials Support Matrix at https://
www.dell.com/serviceabilitytools.
1000_2 SupportAssist is unable to run a collection component
on <device name> because of an internal error.
If the problem persists, the log files may be required
for further troubleshooting. Contact Dell Technical
Support for assistance.
1000_3 SupportAssist is unable to run a collection component
on <device name> because the connection interface
is not supported.
Ensure that:
● The device is reachable.
● Ports 22, 23, 80, 135, 443, 1311, 2463, and 5989
are open on the device.
1000_4 SupportAssist cannot run a collection component on
<device name> because the device does not have an
Enterprise license.
Perform the following:
1. Upgrade to Enterprise license.
2. Navigate to the Devices tab, select the device,
and then click Send System Logs.
1000_5 SupportAssist is unable to run a collection component
on <device name>.
Perform the following:
1. Ensure that the Administrator credentials you have
provided for the device in SupportAssist is correct.
2. Navigate to the Devices tab, select the device,
and then click Send System Logs.
1000_6 SupportAssist is unable to run a collection component
on <device name>.
Ensure the following:
● Provide the Administrator credentials for the
device in SupportAssist.
● Dell OpenManage Server Administrator (OMSA) is
installed and the OMSA services are running on
the device.
● iDRAC firmware is updated, if applicable.
1000_7 SupportAssist is unable to run a collection component
on <device name>.
Perform the following:
1. Ensure that the Administrator credentials you have
provided for the device in SupportAssist is correct.
2. Navigate to the Devices tab, select the device,
and then click Send System Logs.
1000_8 SupportAssist is unable to run a collection component
on <device name>.
Ensure the following:
● Dell OpenManage Server Administrator (OMSA) is
installed and the OMSA services are running on
the device.
● iDRAC firmware is updated, if applicable.
7
Error code appendix 63