Users Guide

• Upload the generated system log collection to Dell.
To ensure that the SupportAssist application is able to successfully communicate with the SupportAssist server:
• The server on which the SupportAssist application is installed must be able to connect to the following destinations:
– https://apidp.dell.com and https://api.dell.com — end point for the SupportAssist server. On the server on which
SupportAssist is installed, verify if you can access the following locations using the web browser: https://apidp.dell.com and
https://api.dell.com .
– https://is.us.dell.com/FUS/api/2.0/uploadle — the le upload server where the collected system information is uploaded.
– https://downloads.dell.com/ — for downloading Dell OpenManage Server Administrator (OMSA) and also for getting new
SupportAssist release information. On the server on which SupportAssist is installed, verify if you can access the following
location using the web browser: https://downloads.dell.com/
– On the server on which SupportAssist is installed, verify if port 443 is open for is.us.dell.com, downloads.dell.com,
apidp.dell.com, and api.dell.com. You can use a telnet client to test the connection. For example, use the following
command: o downloads.dell.com 443
• On the server on which SupportAssist is installed, verify if the network settings are correct.
• If the server on which SupportAssist is installed connects the Internet through a proxy server, congure the proxy settings in
SupportAssist. See Conguring proxy server settings.
If the communication problem persists, contact your network administrator for further assistance.
Accessing the SupportAssist application logs
SupportAssist stores system events and log messages in the following locations:
• On Windows:
– Windows Event Log
– The installation logs folder (C:\Program Files\Dell\SupportAssist\logs).
• On Linux:
– var logs
– The installation logs folder (/opt/dell/supportassist/logs).
A new log le is created daily at 11:59 p.m. based on the time zone congured on the system, and the log is stored in the logs folder.
The log le contains log information for the current day. At the end of each day, the log le is renamed as application.log<date format
in yyyymmdd>. If the log le is older than two days, the log le is zipped automatically. This enables you to identify the exact log le
stored for a given date when alerts occur. For example, log les similar to the following can be seen:
• application.log
• application.log. 20151001
• application.log. 20151002 .zip
• application.log. 20151003 .zip
The log les are purged from storage after 30 days.
The log le contains log messages that correspond to the following values (or higher) in the log4j.xml le: FATAL, ERROR, WARN,
INFO, and DEBUG, with special values of OFF and ALL. The log4j.xml le is available at C:\Program Files\Dell\SupportAssist\cong
(on Windows) and /opt/dell/supportassist/cong (on Linux). A value of ERROR in the log4j.xml le results in log messages of FATAL,
and ERROR, since FATAL is a higher level than ERROR.
Event storm handling
SupportAssist intelligently handles event storm conditions, allowing up to nine separate alerts from a monitored device within a 60-
minute timespan. However, if 10 or more separate alerts are received from a device, SupportAssist automatically places the device in
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