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
Upgrading SupportAssist using the OpenManage Essentials
installer package
To upgrade:
1. Double-click the OpenManage Essentials executable file.
The Dell OpenManage Install window is displayed.
NOTE: If SupportAssist is already installed on the system, by default, the Dell SupportAssist option is selected and
grayed out.
2. Click Install.
The Welcome to Dell SupportAssist Installer window is displayed.
3. If the Proxy Settings window is displayed, provide the following:
a. In the Server Address field, type the proxy server address or name.
b. In the Port field, type the proxy port number.
NOTE: If the proxy server credentials are not provided, SupportAssist connects to the proxy server as an
anonymous user.
c. If the proxy server requires authentication, select Proxy requires authentication, and then provide the following
information in the corresponding fields:
● Username — The user name must contain one or more printable characters, and must not exceed 104 characters.
● Password — The password must contain one or more printable characters, and must not exceed 127 characters.
● Confirm Password — Reenter the password. The password must match with the one provided in the Password
field.
d. Click Next.
The proxy settings are validated. If the validation is unsuccessful, verify the proxy settings and try again or contact your
network administrator for assistance.
e. On the Validation Successful dialog box, click OK.
The Installation Completed window is displayed.
4. Click Finish.
The SupportAssist Setup Wizard is displayed in a new browser window.
NOTE:
If you also upgraded OpenManage Essentials, you must run discovery and inventory of all existing discovery
ranges in OpenManage Essentials.
NOTE: You must complete all applicable steps in the SupportAssist Setup Wizard before you can use SupportAssist.
Setting up SupportAssist after an upgrade
The SupportAssist Setup Wizard guides you through updating the registration details and connecting to OpenManage
Essentials. The wizard opens in a new web browser window when you click Finish on the SupportAssist Installation
Completed window. The wizard is also displayed when you start SupportAssist, if you have not completed the applicable
steps in the wizard earlier. After upgrading SupportAssist, the Cases page is displayed in a new browser window. The supported
devices that you have discovered in OpenManage Essentials are displayed in the Devices page.
Uninstalling SupportAssist
To uninstall:
NOTE:
Uninstalling SupportAssist also uninstalls the associated SupportAssist components. If the components are running
during the uninstallation, a message is displayed.
1. On the OpenManage Essentials management server, click Start > Control Panel > Programs and Features.
The Programs and Features window is displayed.
2. Select Dell SupportAssist, and then click Change.
The Welcome to the Install Wizard for SupportAssist window is displayed.
3. Click Next.
The Program Maintenance window is displayed.
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Installing, upgrading, and uninstalling SupportAssist