User's Manual

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 you do not have a 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.
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 management server on which SupportAssist is installed is able to connect to the Internet.
2. If the management server 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
Testing SupportAssist 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.
Security
• The Settings tab is inaccessible and the Connectivity Test link is disabled. On clicking Settings tab, a
dialog box is displayed with the following message: Access Denied. You must be logged in
as a member of the Dell OpenManage Essentials Administrators or Power Users
group to access this content
.
• The Edit Device Credentials and Send System Logs links remain disabled even after selecting a device
in the Device Inventory.
If this occurs, ensure that you are logged on as a member of either the OpenManage Essentials
Administrators or Power Users group.
Identifying SSL Connection Failure
SSL connection failure may occur if your system does not have the required certificate installed from the
issuing root certificate authority, GTE CyberTrust Global Root. All Dell certificates are issued from this
certificate authority.
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