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
Troubleshooting
The following sections describe procedures you can use to troubleshoot Dell SupportAssist issues
Topics:
• 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
Installing SupportAssist
SupportAssist installation requires elevated Microsoft User Authentication (UAC) privileges, and may fail if you attempt to install
by double-clicking on the installer executable. If this occurs, install SupportAssist as follows:
1. Right-click the installer executable.
2. Select Run as administrator.
NOTE:
SupportAssist installation requires that you allow Dell to save certain Personally Identifiable Information (PII)
such as your contact information and local administrator credentials, and so on. SupportAssist installation cannot
proceed unless you allow Dell to save your PII.
Registration problem
The SupportAssist Setup Wizard guides you through the registration of SupportAssist. If the registration is successful:
● A registration confirmation e-mail is sent to your primary contact.
● The Registration ID value is displayed in the SupportAssist Help > About window.
Registration problem occurs if the SupportAssist application has problems communicating with the SupportAssist server
hosted by Dell. To resolve the communication problems, see Ensuring Successful Communication Between The SupportAssist
Application And The SupportAssist Server.
Ensuring successful communication between the
SupportAssist application and the SupportAssist
server
The SupportAssist application installed on the management server must be able to communicate with the SupportAssist server
hosted by Dell to:
● Automatically create a support case if there is a problem with a device in your environment.
● Upload the generated system log collection to Dell.
4
Troubleshooting 41