Users Guide

d. Restart the SupportAssist service and retry the operation.

Automatic case creation

If an issue occurs on a device, but a support case is not created automatically:

NOTE: SupportAssist does not create a support case for every alert received from a monitored device. A support case is

created only if the alert type and number of alerts received from a device match with the predened criteria for support

case creation.

• Ensure that the device is congured to forward alerts to the server on which SupportAssist is installed. See Conguring the

SNMP trap destination.

• Perform the connectivity test and ensure that the connectivity to the SupportAssist server is successful. See Performing the

connectivity test.

• Perform the case creation test and ensure that the Ready to Create Cases status is displayed. See Testing the case creation

capability.

• Check the application.log le available at C:\Program Files\Dell\SupportAssist\logs (on Windows) or /opt/dell/supportassist/

logs (on Linux) to identify if the alert was received successfully by SupportAssist.

Scheduled tasks

If the time or time zone of the system on which SupportAssist is installed is changed, all built-in and user-dened schedule tasks do

not work as expected. Examples of scheduled tasks include the following:

• Periodic collection of system information from monitored devices

• Upload of device inventory information to Dell

• Connectivity test email notications

To resolve this issue, restart the Dell SupportAssist Service.

SupportAssist service

If the SupportAssist application does not respond appropriately, ensure that the SupportAssist service is running:

1. On the server on which SupportAssist is installed, verify if the SupportAssist service is running. For information on verifying the

status of the SupportAssist service, see Verifying the SupportAssist service status (Windows) or Verifying the SupportAssist

service status (Linux).

2. If the service cannot or does not start, open the most recent SupportAssist application log le (application.log), and then search

for text with a timestamp of when you tried to start the service. The log le may contain a message indicating any user

interface startup errors and a possible problem diagnosis.

NOTE: You can access the SupportAssist application log le (application.log) at the following location depending on

the operating system:

• On Windows — C:\Program Files\Dell\SupportAssist\logs

• On Linux — /opt/dell/supportassist/logs

3. To verify that the SupportAssist application can connect to the SupportAssist server hosted by Dell, perform the connectivity

test. See Performing the connectivity test.

• If the server is responding, a success message is displayed in the user interface. If not, the server may be unreachable. If this

is the scenario, check the application.log le to nd details. If there are no discernible details in the log le, and the server is

not reachable, contact Dell Technical Support for assistance.

• If communication is successful, but no data updates occur, the SupportAssist application may be identifying itself with an ID

that is unknown to the server. If this is the scenario, check the application.log le to nd details. The log le may contain a

message stating that the SupportAssist application was not recognized. If the SupportAssist application is not recognized

by the SupportAssist server, uninstall and reinstall the SupportAssist application.