Users Guide
– Open a command prompt as an administrator and type the following commands: net localgroup
SupportAssistAdmins and net localgroup SupportAssistUsers. If the user account is not listed in the
SupportAssistAdmins or SupportAssistUsers group, add the user account to one of the SupportAssist user groups.
– If you want to add users to the SupportAssist users groups, open a command prompt as an administrator, and type the
following commands:
*
net localgroup SupportAssistAdmins <User1> /add — To add User1 to the SupportAssistAdmins user
group.
* net localgroup SupportAssistUsers <User2> /add — To add User2 to the SupportAssistUsers user
group.
• If you manually deleted the SupportAssistAdmins or SupportAssistUsers user groups, create the SupportAssist user groups,
and then add users to the groups:
– To create the SupportAssist user groups, open a command prompt as an administrator, and type the following commands:
* net localgroup SupportAssistAdmins /add — To create the SupportAssistAdmins user group.
* net localgroup SupportAssistUsers /add — To create the SupportAssistUsers user group.
– To add users to the SupportAssist users groups, open a command prompt as an Administrator, and type the following
commands:
* net localgroup SupportAssistAdmins <User1> /add — To add User1 to the SupportAssistAdmins user
group.
* net localgroup SupportAssistUsers <User2> /add — To add User2 to the SupportAssistUsers user
group.
• Verify if the Dell SupportAssist Service is running. See SupportAssist services.
Unable to add device
If an error message is displayed stating that SupportAssist is unable to add the device:
• Ensure that the device model is supported. For a complete list of supported device models, see the Dell SupportAssist Version 1.3
for Servers Support Matrix at Dell.com/ServiceabilityTools.
• Verify if the device is reachable from the server on which SupportAssist is installed.
• Verify if the device credentials (user name and password) you provided are correct.
• If you are adding a device by providing the operating system details (agent-based monitoring) and the device is running a
Windows operating system:
– Verify if the credentials you provided have administrator rights on the device.
– Verify if the Windows Management Instrumentation (WMI) service is running on the device.
– If the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at
msdn.microsoft.com.
• If you are adding a device by providing the operating system details (agent-based monitoring) and the device is running a Linux
operating system:
– Verify if the credentials you provided have root, super user, or sudo user rights on the device. If you provide the user name
and password of a sudo user, ensure that the sudo user is congured for SupportAssist. For information on conguring the
sudo user, see Conguring sudo access for SupportAssist.
– Verify if the Secure Shell (SSH) service is running on the device.
– Verify if SSH password authentication is enabled (enabled by default).
• If you are adding a device by providing the iDRAC details (agentless monitoring), ensure that the iDRAC has an Enterprise or
Express license installed. For information on purchasing and installing an Enterprise or Express license, see “Managing Licenses"
section in the iDRAC User’s Guide at Dell.com/ESMmanuals.
• If the error message states that the device could not be added within the predened time limit, retry adding the device.
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