Users Guide
Table Of Contents
- SupportAssist Version 2.2 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
- Opting in or opting out from ProSupport Plus server recommendation report emails
- 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
NOTE: The user account must be a member of the OpenManage Essentials Administrators, Power Users, or Site
Administrators group.
NOTE: If you change the credentials of the user account because of the security policy requirements of your company
or for other reasons, make sure that you also update the System Credentials in SupportAssist. It is recommended that
you create a service account with credentials that do not expire, and provide the service account credentials.
6. Click Next.
The Summary page is displayed.
7. Click Finish.
The SupportAssist Cases page is displayed. The supported devices that you have discovered in OpenManage Essentials are
displayed in the Devices page.
While you complete the steps in the setup wizard, additional SupportAssist components are downloaded and installed in
the background. The SupportAssist components generate the system logs from supported Dell devices, then compress and
upload the system logs for use by Dell Technical Support to diagnose issues. For information about the generated system
logs, see Accessing and viewing the system log collection.
NOTE: If the SupportAssist components are already installed on the system, the components are automatically migrated
to a version compatible with SupportAssist.
To enable SupportAssist to monitor devices in your environment, follow the instructions in Getting started with SupportAssist.
Upgrading SupportAssist
NOTE:
Upgrade to SupportAssist version 2.2 is supported if OpenManage Essentials version 2.2 is installed on the system.
For information on installing or upgrading to OpenManage Essentials version 2.2, see the OpenManage Essentials Version
2.2 User’s Guide at https://www.dell.com/openmanagemanuals.
You can upgrade SupportAssist version 2.0.1 or 2.1 to version 2.2. To upgrade SupportAssist, download one of the following:
● SupportAssist version 2.2 installation package available at Dell.com/SupportAssistGroup.
● Dell OpenManage Essentials version 2.2 installation package available at DellTechCenter.com/OME.
NOTE: Before you upgrade SupportAssist, ensure that SupportAssist is not open in any web browser window.
Upgrading SupportAssist using the SupportAssist installation
package
To upgrade:
1. On the Dell OpenManage Essentials management server, right-click the SupportAssist installer package, and select Run as
administrator.
NOTE:
UAC requires that the installation is performed with elevated privileges that are obtained only through the Run
as administrator option. If you are logged on to the OpenManage Essentials server as an administrator, double-click
the installer package to install SupportAssist. However, ensure that you click Run on the Open File - Security
Warning dialog box to proceed.
The Dell SupportAssist - InstallShield Wizard window is displayed.
2. At the This setup will perform an upgrade of 'Dell SupportAssist'. Do you want to continue? prompt, click Yes.
The Preparing to Install window is briefly displayed, and then the Resuming the Install Wizard for SupportAssist
window is displayed.
3. Click Next.
The Install Wizard Completed window is displayed.
4. Click Finish.
The SupportAssist Setup Wizard is displayed in a new browser window.
NOTE: You must complete all applicable steps in the SupportAssist Setup Wizard before you can use SupportAssist.
Installing, upgrading, and uninstalling SupportAssist 15