User's Manual

Network Bandwidth Consumption And Recommendations For Scheduling Periodic
Collection............................................................................................................................................ 32
Default System Log Collection Schedule...........................................................................................32
Disabling The Scheduling Of System Log Collection For A Specific Device Type...........................33
Confirming Connectivity Through The Proxy Server........................................................................ 34
Auto Update........................................................................................................................................ 34
Enabling Auto Update................................................................................................................... 34
Configuring Email Notification Settings.............................................................................................35
Setting SupportAssist To Maintenance Mode.................................................................................... 35
Viewing The Case List......................................................................................................................... 36
Sorting The Case List Data By Column Name....................................................................................37
Filtering The Case List Data By Column Name And Keyword...........................................................37
Returning The Case List Data To The Default Sorting....................................................................... 37
Setting The Number Of Cases Displayed Per Page........................................................................... 37
Viewing The Device Inventory............................................................................................................38
Sorting The Device Inventory Data By Column Name......................................................................38
Filtering The Device Inventory Data By Column Name And Keyword............................................. 38
Returning The Device Inventory Data To The Default Sorting......................................................... 39
Setting The Number Of Devices Displayed Per Page........................................................................39
Refreshing The Case List Or Device Inventory Display Data.............................................................39
Viewing And Updating The Contact Information..............................................................................40
Ensuring Successful Communication Between The SupportAssist Application And The
SupportAssist Server........................................................................................................................... 40
Verifying The Server Certificate.....................................................................................................41
Verifying The Installation Of The Collection Tools............................................................................41
Accessing And Viewing The Logs.......................................................................................................42
Accessing And Viewing The System Log Collection......................................................................... 42
Viewing SupportAssist Product Information......................................................................................43
Viewing Support Information............................................................................................................. 43
Accessing The Context-Sensitive Help..............................................................................................43
4 Troubleshooting.....................................................................................................45
Installing SupportAssist....................................................................................................................... 45
Registration Failure..............................................................................................................................45
Launching SupportAssist.....................................................................................................................45
Services................................................................................................................................................46
Collection Failure................................................................................................................................ 47
Collection Failed To Upload............................................................................................................... 47
Security................................................................................................................................................ 47
Identifying SSL Connection Failure.................................................................................................... 47
Exporting The Root Certificate.....................................................................................................48
Installing The Root Certificate......................................................................................................48