Users Guide
OMSA not supported
If a device may displays the OMSA not supported status:
• Log in to the device and uninstall the existing version of OMSA.
• Select the device in the Devices Inventory, and then click Actions → Install/Upgrade OMSA.
Unable to reach device
If a device displays an Unable to reach device status:
• Click the error status link in the Status column on the Device Inventory page to view the possible resolution steps.
• Verify if the device is turned on and connected to the network.
• Verify if ports 22, 23, 80, 135, 443, 1311, 2463, and 5989 are open on the device.
• If you added the device in SupportAssist by providing the server IP address, verify if the IP address of the server has changed.
The IP address changes each time the server is restarted, if the server is congured to obtain a dynamic IP address.
• If the IP address of the device has changed:
– Delete the device from SupportAssist. See Deleting a device.
– Add the device again. See Adding a device (agent-based monitoring).
NOTE: To avoid deleting and adding a device each time the IP address of the device changes, Dell recommends
that you provide the host name of the device (instead of the IP address) while adding the device.
Unable to gather system information
If a device displays an Unable to gather system information status:
• Click the error status link in the Status column to view the possible resolution steps.
• 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 the password of the device is lengthy (10 or more characters), try assigning a shorter password (about 5 to 7 characters), that
does not include spaces and quotes, and then update the password in SupportAssist.
• If you have added the 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 WMI service is running on the device.
• If you have added the 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 SSH service is running on the device.
– Verify if SSH password authentication is enabled (enabled by default).
– Ensure that OpenSSL is updated. For more information, see the resolution for OpenSSL CCS injection vulnerability
(CVE-2014-0224) available in the support website of the operating system.
• If you have added the device by providing the iDRAC details (agentless monitoring), ensure that the iDRAC has an Enterprise
license installed. For information on purchasing and installing an Enterprise license, see the “Managing Licenses” section in the
iDRAC User’s Guide at Dell.com/ESMmanuals.
• If the error message states that SupportAssist is unable to gather system information from the device because the SSL
encryption level of the device is set to 256 bit or higher:
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