Users Guide

13
Troubleshooting
The following sections provide information required to troubleshoot issues that may occur while installing and using SupportAssist.
Installing SupportAssist
If you experience any issues while installing SupportAssist:
• Ensure that the system is running a 64-bit operating system.
• On Windows operating systems — Ensure that you right-click the installer package and select Run as administrator to start the
installation.
• On Linux operating systems — Ensure that the permission of the installer le is updated.
• Ensure that you agree to allow Dell to save your Personally Identiable Information (PII) on the License Agreement page of the
installation wizard.
• Ensure that the server on which you are installing SupportAssist for Servers does not have any other SupportAssist application
installed already.
SupportAssist registration
If you experience any issues with the registration of SupportAssist:
• Verify if the server on which SupportAssist is installed can connect to the internet.
• If the server on which SupportAssist is installed connects to the internet through a proxy server, provide the proxy server details
in the SupportAssist setup wizard.
• Verify if the network settings of the server on which SupportAssist is installed are correct.
• Ensure that the registration details, such as rst name, last name, email address, and phone number you have provided are valid.
• Verify if port 443 is open on the rewall to access https://apidp.dell.com and https://api.dell.com.
• Perform Connectivity Test and ensure that connectivity to the SupportAssist server is successful. See Performing the
connectivity test. If the test is successful, close the web browser, open the SupportAssist user interface again and retry the
registration.
• Retry the registration after some time.
Opening the SupportAssist user interface
If a Problem starting the SupportAssistService error is displayed when you open the SupportAssist user interface:
• Ensure that you are logged with a user account that has the required privileges to start system services.
• Try to restart the Dell SupportAssist Service. See SupportAssist service.
• Check the log le, application.log, available at C:\Program Files\Dell\SupportAssist\logs (on Windows) or /opt/dell/
supportassist/logs (on Linux) to identify the component that failed to load.
Logging in to SupportAssist
If you experience any issues while logging in to SupportAssist:
• Verify if the user account you are using to log in is a member of the SupportAssistAdmins or SupportAssistUsers user groups:
86