Users Guide
a. Download the Zulu Cryptographic Extension Kit available at the Azul Systems website.
b. Extract the downloaded le.
c. Copy the local_policy.jar and US_export_policy.jar les and paste them at one of the following location on the system on
which SupportAssist is installed:
– On Windows: C:\Program Files\Dell\SupportAssist\jre\lib\security
– On Linux: /opt/dell/supportassist/jre/lib/security
d. Restart the SupportAssist service and retry the operation.
After resolving the underlying issue, manually initiate the collection and upload of system information. See Sending the system
information manually.
Insucient storage space to gather system information
If a device displays an Insucient storage space to gather system information status, ensure that the server on which
SupportAssist is installed has sucient free space on the C:\drive.
Unable to export collection
If a device displays an Unable to export collection status:
• Click the error status link in the Status column to view the possible resolution steps.
• Manually initiate the collection and upload of system information. See Sending the system information manually.
If the problem persists, contact Dell Technical Support for assistance.
Unable to send system information
If a device displays an Unable to send system information status:
• Click the error status link in the Status column to view the possible resolution steps.
• Verify if the server on which SupportAssist is installed is able to connect to the internet.
• If the server on which SupportAssist is installed connects to the internet through a proxy server, ensure that the proxy settings
are congured in SupportAssist. See Conguring proxy server settings.
• Perform the connectivity test and ensure that connectivity to the Dell upload server is successful. See Performing the
connectivity test.
After resolving the underlying issue, manually initiate the collection and upload of system information. See Sending the system
information manually.
Authentication failed
If a device displays an Authentication failed 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 credentials (user name and password) you provided are correct. If the credentials have changed, update the
credentials of the device. See Editing device credentials.
• If you 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 the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at
msdn.microsoft.com.
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