Owner's Manual

Resolution
Install Dell PowerVault Modular Disk Storage Manager (MDSM) on the OME server to enable
SupportAssist to collect troubleshooting information from PowerVault MD Series storage arrays.
Issue 1:
Description
The following sequence can result in system log collection tools not running on a managed device that
has an open case:
1. A support case is created for a device.
2. Troubleshooting tools are run on the device.
3. The case is resolved and closed.
4. Within 24 hours, another support case is created for the same device.
5. The device goes down, or connectivity to it is interrupted.
6. Troubleshooting tools fail to run.
7. Log files indicate that troubleshooting data was gathered from the device within the past 24 hours,
from the previous support case. [PHOME-330, PHOME 385]
Resolution
Once the device is back up and connectivity is reestablished, SupportAssist troubleshooting tools
will run within 24 hours, or earlier if a new case is created for the same device.
Limitations
• Users cannot adjust the alert flood level required to automatically enter Maintenance Mode.
[PHOME-363]
Versions affected: 1.0, 1.0.1, 1.0.2, 1.1, 1.1.1, and 1.2
• Dell SupportAssist does not allow the primary or secondary contact to opt out of receiving emails
individually. [PHOME-365]
Versions affected: 1.0, 1.0.1, 1.0.2, 1.1, 1.1.1, and 1.2
• After upgrading SupportAssist from version 1.0.1 to 1.0.2, 1.1, or 1.1.1 the Case List screen displays
Unknown in the Service contract column for all cases. Prior to the upgrade the Service Contract
column displayed ProSupport. [PHOME-455]
Versions affected: 1.0.2, 1.1, 1.1.1, and 1.2
• The following sequence can result in Dell SupportAssist troubleshooting tools not running on a
managed device even if a critical alert is triggered:
1. A support case is created for a critical alert on a device.
2. The troubleshooting tools are executed, the diagnostic result are sent to Dell.
3. The case is successfully resolved and the case is closed.
4. The same device triggers another critical alert within 24 hours of resolution of the previous case.
5. A support case is created for the alert, and the Progress column on the Cases tab of the
dashboard displays blank.
Versions affected: 1.1, 1.1.1, and 1.2
• First-time launch of the SupportAssist dashboard takes time. [PHOME-657]
Versions affected: 1.1 ,1.1.1, and 1.2
• When upgrading SupportAssist, changing the language for installation is not considered by the
installer. SupportAssist is upgraded in the language of the prior version of SupportAssist. [PHOME-879]
Versions affected: 1.1.1
• When using the Send System Logs option for a Dell CMC, PowerEdge VRTX, storage, or switch device,
the Collection Status displays Collection Uploaded even if the upload of the system log collection
fails. [PHOME-903]
Versions affected: 1.1.1 and 1.2