User's Manual

• Automatically create a support case if there is a problem with a device in your environment.
• Upload the generated system log collection to Dell.
• Verify if an updated version of SupportAssist is available.
To ensure that the SupportAssist application is able to successfully communicate with the SupportAssist
server:
• The management server on which the SupportAssist application is installed must be able to connect
to the following destinations:
– https://api.dell.com/support/case/v2/WebCase — end point for the SupportAssist server. On the
management server, verify if you can access the following location using the web browser:
https://api.dell.com/support/case/v2/WebCase?wsdl.
– https://ddldropbox.us.dell.com/upload.ashx/ — the file upload server where the diagnostic test
results are uploaded.
– Verify if port 443 is open on the management server for ddldropbox.us.dell.com and ftp.dell.com.
You can use a telnet client to test the connection. For example, use the following command: o
ddldropbox.us.dell.com 443.
– https://ftp.dell.com/ — for new SupportAssist release information. On the management server,
verify if you can access the following location using the web browser: https://ftp.dell.com/.
• Verify if the server certificate on ddldropbox.us.dell.com is valid. For more information, see Verifying
The Server Certificate.
• Verify if the network settings on the management server are correct.
• If the management server on which SupportAssist is installed connects to the Internet through a proxy
server, configure the proxy settings in SupportAssist. See Configuring Proxy Server Settings.
If the communication problem persists, contact your network administrator for further assistance.
Verifying The Server Certificate
To verify the server certificate on ddldropbox.us.dell.com:
1. Open https://ddldropbox.us.dell.com in a web browser.
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. Click the Certification Path tab, and verify if the GTE CyberTrust Global root certificate is listed.
Verifying The Installation Of The Collection Tools
SupportAssist uses the following collection tools to generate the system log collection from supported
devices in an environment:
• Dell System E-Support Tool (DSET)
• Dell Lasso
The collection tools are automatically downloaded and installed in the background after the installation
of SupportAssist. To successfully generate the system log collection, the collection tools must be of a
version that is compatible with SupportAssist.
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