Dell SupportAssist Version 1.
Notes, Cautions, and Warnings NOTE: A NOTE indicates important information that helps you make better use of your computer. CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem. WARNING: A WARNING indicates a potential for property damage, personal injury, or death. Copyright © 2014 Dell Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws.
Contents 1 Getting Started With SupportAssist......................................................................5 Setting Up OpenManage Essentials For SupportAssist........................................................................ 5 Configuring SNMP Services On Windows...................................................................................... 6 Configuring SNMP Services on Linux.............................................................................................
Getting Started With SupportAssist Dell SupportAssist plugin for Dell OpenManage Essentials provides proactive support capabilities for supported Dell server, storage, and networking solutions. OpenManage Essentials interacts with supported devices that are to be monitored and receives SNMP traps. The SNMP traps are periodically retrieved as alerts by the SupportAssist application.
Configuring SNMP Services On Windows 1. Open a command prompt, type services.msc, and press . The Services window is displayed. 2. Browse the list of services, and ensure that the status of the SNMP Service is displayed as Started. 3. Right-click SNMP Service and select Properties. The SNMP Service Properties dialog box is displayed. 4. Click the Security tab and perform the following: NOTE: If the Security tab is not displayed, reopen the Services window and try again.
Installing SNMP Tools (Windows Server 2012 Or Later) By default, in Windows Server 2012 or later, the SNMP configuration options are disabled. You must install SNMP tools to view the Security and Traps tabs in the SNMP Service Properties window. 1. Open Server Manager. 2. Click Manage → Add roles and features. The Add Roles and Features Wizard is displayed. 3. Click Next until you navigate to Server Selection. 4. Under Server Pool, select the local server as the destination server and click Next. 5.
3. Perform the connectivity test to verify if the SupportAssist application is able to communicate successfully with the SupportAssist server hosted by Dell. See Testing SupportAssist Connectivity. 4. Verify the installation of the collection tools. See Verifying The Installation Of The Collection Tools. 5. Configure the Administrator credentials of each supported device type in your environment in SupportAssist. See Configuring The Default Device Type Credentials. 6.
Verifying The Server Certificate To verify the server certificate on ddldropbox.us.dell.com using Internet Explorer: 1. Open https://ddldropbox.us.dell.com . A 404 — File or directory not found error may be displayed. 2. On the address bar, click the Security Report icon , and then click View Certificates. The Certificate is displayed. 3. In the General tab, verify if the certificate displays a valid date. 4.
NOTE: The Update Available link is displayed only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group. Configuring The Default Device Type Credentials SupportAssist runs the appropriate collection tools and gathers the system log collection when a hardware issue is detected in your environment. To run the collection tools on the supported devices, you must configure SupportAssist with the Administrator credentials for each managed device type.
Configuring Periodic Collection Of System Logs To receive the full benefits of the support, reporting, and maintenance offering of your ProSupport Plus service contract, you must configure SupportAssist to collect the system logs at periodic intervals for each supported device type. NOTE: The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group. 1. Click the Settings tab. 2. Click Preferences. 3.
Total number of devices Network bandwidth consumed for uploading the collection (GB/month) Time taken for generating the collection (hours) Recommendations for scheduling periodic collection the week for each device type) Verifying The System Log Collection Or Upload Configuration To verify that SupportAssist is correctly configured to generate the system logs and upload it to Dell: 1. Click the Devices tab. 2. Select a device in the Device Inventory. The Device Inventory page is displayed.
Registration Failure After the installation of SupportAssist application on the management server, the SupportAssist application registers with the SupportAssist server hosted by Dell. If the registration is successful: • A registration confirmation email is sent to your primary contact. • The Help → About window in SupportAssist displays a Client ID value. If the registration fails, a message is displayed in the First-Time Setup window.
NOTE: The Send System Logs option is enabled only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group. 1. Click the Devices tab. The Device Inventory is displayed. 2. Select the device in the Device Inventory table. The Send System Logs link is enabled. 3. Click Send System Logs. The Collection Status column in the Device Inventory displays the status of the collection and upload of the system logs.
5. Click View certificates. The Certificate window is displayed. 6. Click Details. 7. Click Copy to File. The Certificate Export Wizard is displayed. 8. Click Next. 9. In the Export File Format page, click Next. 10. In the File to Export page, click Browse. The Save As window is displayed. 11. Navigate to the location you want to save the certificate file. 12. Type a file name and click Save. 13. In the Export File Format page, click Next. 14. Click Finish. The status of the export is displayed.
13. Browse to select the exported certificate file and click Next. The Certificate Store information is displayed. 14. Click Next. 15. Click Finish. 16. Right-click Intermediate Certification Authorities → All Tasks → Import. The Certificate Import Wizard is displayed. 17. Browse to select the exported certificate file and click Next. The Certificate Store information is displayed. 18. Click Next. 19. Click Finish. 20. Under the Console Root, click Certificates (Local Computer). 21.
