Owner's Manual

If any cases display a warning icon in the Service Contract column:

1. Move the pointer over the warning icon to display a tooltip.

2. Click the Dell Support link displayed in the tooltip to open the service contract information page.

You can obtain current service contract information for your Dell devices, obtain new service contracts,

and so on.

Service Contract Type Is Unknown

The Service Contract column on Case List report displays unknown for all existing support cases.

This issue occurs when you upgrade Dell SupportAssist. Once an alert is received from the device, the

Service Contract column is updated with the appropriate service contract type.

Collection Failure

If you receive a SupportAssist email notification indicating a collection issue with a specific device and the

Collection Status of the device displays Failed to Run:

1. Verify if the device is connected to the network.

2. Verify the credentials you have provided for the device. You must provide the Administrator

credentials in the Settings → System Logs page. For more information, see Configuring The Default

Device Type Credentials and Editing Device Credentials.

3. Verify if the DNS is configured with the host name of the device. If the host name is not configured in

the DNS server in your environment, update the hosts file located at C:\Windows\System32\drivers

\etc with the IP address and the corresponding host name.

4. The collection may fail on a Windows server if the server has multiple IP addresses or the first IPv4

address of the server populated by the Dell Windows Server Management Pack is not configured

correctly. To ensure that the collection tool (DSET) runs on the Windows server, configure the first

IPv4 address of the Windows server in Operations Manager.

Collection Failed To Upload

If you receive a SupportAssist email notification indicating an issue uploading the collection for a specific

device and the Collections Status of the device displays Collection Failed to Upload:

1. Verify if the system on which SupportAssist is installed is able to connect to the Internet.

2. If the system on which SupportAssist is installed connects to the Internet through a proxy server,

ensure that you configure the proxy settings in SupportAssist. For more information, see Configuring

Proxy Server Settings.

3. Perform the connectivity test and make sure that the test is successful. For more information, see

Confirming E-Mail Connectivity.

4. Verify if the SupportAssist application is able to communicate successfully with the SupportAssist

server. See Ensuring Successful Communication Between The SupportAssist Application And The

SupportAssist Server.

After resolving the issue, manually upload a new collection for the device to Dell. For more information,

see Sending The System Logs Manually.