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Dell SupportAssist

Verifying The Installation

This document provides information about the components and configurations

that you can verify to ensure that the Dell SupportAssist client installed on your

system works as expected.

The SupportAssist client is a plugin for Dell OpenManage Essentials. The

OpenManage Essentials management server, interacts with the supported

devices that are to be monitored and receives SNMP traps from these devices.

The SNMP traps are periodically retrieved as alerts by the SupportAssist client.

The alerts are filtered using various policies to decide if the alerts qualify for

creating a new support case or updating an existing support case. All qualifying

alerts are securely sent to the SupportAssist server hosted by Dell, for a creating a

new support case or updating an existing support case.

After the support case is created or updated, the SupportAssist client, runs the

appropriate diagnostic tools on the devices that generated the alerts, and uploads

the diagnostic results to Dell. This diagnostic information is used by Dell

technical support to troubleshoot the issue and provide an appropriate solution.

Prerequisites

The following are the software and network prerequisites to ensure that the

SupportAssist client works as expected.

Software

The software components that must be installed and configured are:

• OpenManage Essentials on the management server.

• The SupportAssist client must be installed on the management server. The

management server must be able to communicate with the SupportAssist

server over the HTTPS protocol.

• Dell OpenManage Server Administrator (OMSA) must be installed on all

managed nodes.

NOTE: Installing OMSA on the managed nodes is optional if the managed node is

a Dell PowerEdge 12G server. The 12G servers are capable of providing status,

alerts, and limited inventory data through iDRAC without using the OMSA

SNMP agent.

SupportAssist_VerifyInstall.fm Page 9 Monday, October 29, 2012 2:23 PM

Summary of content (7 pages)

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SupportAssist_VerifyInstall.fm Page 9 Monday, October 29, 2012 2:23 PM Dell SupportAssist Verifying The Installation This document provides information about the components and configurations that you can verify to ensure that the Dell SupportAssist client installed on your system works as expected. The SupportAssist client is a plugin for Dell OpenManage Essentials.
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SupportAssist_VerifyInstall.fm Page 10 Monday, October 29, 2012 2:23 PM Network The bandwidth requirement for the SupportAssist client is relatively low as it communicates with the SupportAssist server only when there is a hardware issue. To ensure successful communication between the SupportAssist client and the SupportAssist server: • • The management server on which the SupportAssist client is installed must be able to connect to the following destinations: • api.dell.
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SupportAssist_VerifyInstall.fm Page 11 Monday, October 29, 2012 2:23 PM 5 Click the Security tab, and perform the following: a Clear the Send authentication trap option. b Under Accepted community names, click Add. The SNMP Service Configuration dialog box is displayed. c In the Community rights box, select READ ONLY. d In the Community Name field, type the community name, and click Add. e Select Accept SNMP packets from these hosts option, and click Add.
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SupportAssist_VerifyInstall.fm Page 12 Monday, October 29, 2012 2:23 PM If OMSA is not already installed on the managed nodes, install OMSA from: • The OpenManage media that was provided with your Dell server. • support.dell.com.
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SupportAssist_VerifyInstall.fm Page 13 Monday, October 29, 2012 2:23 PM E-Mail Connectivity Test To preform the e-mail connectivity test: NOTE: Ensure that you are logged in as a member of the OpenManage Essentials admnistrators (OmeAdministrators) or Power Users (OmePowerUsers) group. The Connectivity Test link is disabled if you are not logged in as a member of the OpenManage Essentials Administrators or Power Users group. 1 Launch Dell SupportAssist.
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SupportAssist_VerifyInstall.fm Page 14 Monday, October 29, 2012 2:23 PM Configuring Proxy Server Settings (Dell SupportAssist Version 1.1 And Above) To configure your proxy server settings: NOTE: Ensure that you are logged in as a member of the OpenManage Essentials admnistrators (OmeAdministrators) or Power Users (OmePowerUsers) group. The Profile link is disabled if you are not logged in as a member of the OpenManage Essentials Administrators or Power Users group.
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SupportAssist_VerifyInstall.fm Page 15 Monday, October 29, 2012 2:23 PM Resolving SSL Connection Failure SSL connection failure may occur if your system does not have a certificate installed from the issuing root certificate authority, GTE CyberTrust Global Root. All Dell certificates are issued from this certificate authority. To verify if the certificate is installed in Internet Explorer: 1 In the web browser window, click Tools→ Internet Options. The Internet Options dialog box is displayed.