Dell OpenManage Enterprise SupportAssist software User's guide

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Dell OpenManage Enterprise SupportAssist software User's guide | Manualzz

Dell EMC OpenManage Enterprise

SupportAssist Version 1.1

User's Guide

June 2021

Rev. A00

Notes, cautions, and warnings

NOTE: A NOTE indicates important information that helps you make better use of your product.

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.

© 2021 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries. Other trademarks may be trademarks of their respective owners.

Contents

Tables........................................................................................................................................... 5

Chapter 1: About OpenManage Enterprise SupportAssist.............................................................. 6

How SupportAssist works ................................................................................................................................................ 6

Device information collected by SupportAssist .......................................................................................................... 6

Chapter 2: What is new................................................................................................................. 8

Chapter 3: OpenManage Enterprise SupportAssist capabilities available with Dell service contracts .................................................................................................................................. 9

Chapter 4: OpenManage Enterprise SupportAssist support matrix............................................... 11

Chapter 5: Role and scope-based access control in OpenManage Enterprise ............................... 12

Chapter 6: Installing OpenManage Enterprise SupportAssist....................................................... 15

Chapter 7: Getting started with OpenManage Enterprise SupportAssist...................................... 17

Register OpenManage Enterprise SupportAssist....................................................................................................... 17

Chapter 8: Site Health................................................................................................................. 19

Run connectivity test........................................................................................................................................................19

Chapter 9: Group devices for effective management and monitoring........................................... 21

Predefined device groups ............................................................................................................................................... 21

View devices in staging and maintenance—in a specific group............................................................................ 22

View device groups ..........................................................................................................................................................22

Creating a device group ................................................................................................................................................. 22

View and update device group information ............................................................................................................... 23

Delete a device group ..................................................................................................................................................... 24

Chapter 10: OpenManage Enterprise SupportAssist cases........................................................... 25

View Cases ........................................................................................................................................................................ 25

Request to suspend case activities for 24 hours ..................................................................................................... 27

Request to resume support activities ......................................................................................................................... 27

Request to close a support case .................................................................................................................................. 27

View support cases for a specific device ...................................................................................................................28

Chapter 11: OpenManage Enterprise SupportAssist device collections.........................................29

View collections................................................................................................................................................................. 29

Using SupportAssist to collect and send system information ...............................................................................30

Manually collect device information from a device.............................................................................................30

Manually collect system information from a device group.................................................................................31

Upload collection from disconnected site.............................................................................................................. 31

Contents 3

Download and view multiple device collections .................................................................................................. 32

Download and view collection from a specific device........................................................................................ 32

Configuring collection settings on OpenManage Enterprise SupportAssist....................................................... 33

Prerequisites for collecting system information.................................................................................................. 33

Enable or disable automatic collection of system information on support case creation..........................33

Enable or disable periodic validation of device inventory ................................................................................. 34

Enable or disable periodic collection of system information............................................................................. 34

Enable or disable collection of identity information............................................................................................ 34

Filter components of device collections................................................................................................................ 35

Chapter 12: Configuring OpenManage Enterprise SupportAssist settings ................................... 36

Configure proxy server settings.................................................................................................................................... 36

Enable or disable SupportAssist maintenance mode ............................................................................................... 37

Enable or disable group-level SupportAssist maintenance mode ......................................................................... 37

Enable or disable device-level SupportAssist maintenance mode ........................................................................37

Collection preferences ....................................................................................................................................................38

Contact Details ................................................................................................................................................................. 38

Configure contact information ......................................................................................................................................38

Configure Shipping Details .............................................................................................................................................39

Schedule collection and inventory validation..............................................................................................................40

Configure email notification settings ...........................................................................................................................40

Types of email notifications...................................................................................................................................... 40

Chapter 13: OpenManage Enterprise SupportAssist product information ....................................42

Chapter 14: Disable OpenManage Enterprise SupportAssist ........................................................43

Chapter 15: Uninstall OpenManage Enterprise SupportAssist...................................................... 44

Chapter 16: SupportAssist maintenance mode ............................................................................ 45

Global-level SupportAssist maintenance mode .........................................................................................................45

Group-level SupportAssist maintenance mode .........................................................................................................45

Device-level SupportAssist maintenance mode ....................................................................................................... 45

Chapter 17: Alert policies in OpenManage Enterprise SupportAssist ........................................... 47

Which hardware faults does SupportAssist monitor? .............................................................................................47

What happens when a hardware issue is detected by SupportAsist?................................................................. 47

How and where am I notified by OpenManage Enterprise SupportAssist about device alerts?................... 47

What is the response time for resolving my OpenManage Enterprise SupportAssist case?......................... 48

What alerts open predictive support cases in advance of hardware failures? ................................................. 48

What if I require assistance for deploying installing OpenManage Enterprise SupportAssist?......................48

Alert threshold .................................................................................................................................................................. 48

First occurrence policies ................................................................................................................................................ 49

Repeat occurrence policies ............................................................................................................................................49

Chapter 18: Error code appendix................................................................................................. 50

Chapter 19: Accessing support content from the Dell EMC support site...................................... 65

4 Contents

Tables

3

4

1

2

OpenManage Enterprise SupportAssist capabilities available with Dell service contracts...................... 9

Role-based and scope-based access control in OpenManage Enterprise SupportAssist...................... 13

Types of email notifications.................................................................................................................................. 40

Error code appendix................................................................................................................................................50

Tables 5

1

About OpenManage Enterprise SupportAssist

Dell EMC OpenManage Enterprise SupportAssist is a plugin to the Dell EMC OpenManage Enterprise console that enables proactive and predictive monitoring and management support for your devices with ProSupport and ProSupport Plus entitlements. OpenManage Enterprise with SupportAssist provides a single, unified solution for your complete device lifecycle management and proactive and predictive support experience. SuppportAssist improves the data center efficiency by enabling the administrator to seamlessly manage hardware failure incidents, reducing the time spent by Dell EMC Technical Support, and improving the turnaround and downtime in resolving the hardware issues.

The key benefits of SupportAssist are:

● Monitors your devices, proactively detects hardware issues, and accelerates resolution by creating Technical Support cases automatically to Dell EMC.

● Enables you to provide your support and dispatch contacts (primary, secondary, and group) to Dell EMC.

● Improves productivity by replacing manual routine operations with automated support.

● Predictive issue detection by using the periodic hardware telemetry collections, which enables you to take preventive measures to avoid data loss in future.

● Expedites dispatch process.

When an issue is detected, SupportAssist collects and uploads the system information required for troubleshooting an issue.

The collected system information helps Technical Support to provide you an enhanced, personalized, and efficient support experience. SupportAssist also provides predictive support and reporting by using the periodic hardware telemetry collections.

The periodic collections enable Dell EMC to perform advanced analytics, predict future failures, and inform you about the due time to back up and resolve failures in advance.

Topics:

How SupportAssist works

Device information collected by SupportAssist

How SupportAssist works

SupportAssist receives an alert whenever a hardware event occurs on a device. The alert is filtered using various policies to determine if the alert qualifies for creating a support case or for updating an existing support case. All qualifying alerts are sent securely to the backend for creating a support case or for updating an existing support case. After the support case is created or updated, SupportAssist collects device information from the device and sends it to the Dell EMC backend. Also, some of the devices send the information directly to the backend when an alert is generated. Dell EMC Technical Support uses the system information to troubleshoot the issue and provide an appropriate solution. For more information about how SupportAssist processes alerts and automatically creates support cases, see

Alert policies in OpenManage Enterprise SupportAssist on page

47.

NOTE: To experience the automatic case creation and system information collection capabilities of SupportAssist, you must complete the registration.

NOTE: SupportAssist does not create a support case for every alert received from a monitored device. A support case is created only for a device that has an active service contract, and if the alert type and number of alerts received from the device match the predefined criteria for support case creation.

NOTE: SupportAssist sends you automatic email notifications about registration, support cases, network connectivity status, and so on.

Device information collected by SupportAssist

SupportAssist continually monitors the configuration and usage information of the hardware and software devices managed using SupportAssist. While Dell EMC does not anticipate accessing or collecting personal information, such as your personal files, web browsing history, or cookies in connection with this program, any personal system information inadvertently collected

6 About OpenManage Enterprise SupportAssist

or viewed is treated in accordance with the Dell Privacy Policy available for review at https://www.dell.com/learn/us/en/ uscorp1/policies-privacy

The information encrypted in the collected system information log contains the following categories of data:

● Hardware and software inventory—Installed devices, processors, memory, network devices, usage, and Service Tag

● Software configuration for servers—Operating system and installed applications

● Configuration information—Interfaces, VLAN, Data Center Bridging (DCB), spanning tree, and stacking

● Identity information—System name, domain name, and IP address

● Event data—Windows event logs, core dump, and debug logs

By default, SupportAssist collects system information from all devices, irrespective of the service contract of the devices, and sends the device information securely to the backend. Device information is collected from one device at a time based on the predefined collection start day and time specified on the Schedule Tasks page. To start the collection on a different day, see

Enable or disable periodic collection of system information

on page 34.

NOTE: If the security policy of your company restricts sending some of the collected system information outside of your company network, you can configure SupportAssist to exclude the collection of certain system information from your devices. For information about excluding the collection of certain system information, see

Enable or disable collection of identity information

on page 34.

About OpenManage Enterprise SupportAssist 7

2

What is new

The release adds support for:

● Support for Scope-Based Access Control (SBAC). An admin can use SBAC to restrict a user with Device Manager role only to a subset of device groups.

● Support for the latest iDRAC9 based PowerEdge servers. See Dell EMC OpenManage Enterprise SupportAssist Support

Matrix available at OpenManage Enterprise SupportAssist page in support site.

● Support for SNMP v3 traps to receive and process alerts and automate case creation.

8 What is new

3

OpenManage Enterprise SupportAssist capabilities available with Dell service contracts

The following table provides a comparison of the OpenManage Enterprise SupportAssist capabilities available with the

ProSupport and ProSupport Plus service contracts.

Table 1. OpenManage Enterprise SupportAssist capabilities available with Dell service contracts

OpenManage

Enterprise

SupportAssist capabilities

Proactive detection of hardware failures

Description Basic Hardware

Supported

ProSupport

Supported

ProSupport Plus

Supported

Predictive detection of hardware failures

SupportAssist receives alerts for hardware events that occur in monitored devices and proactively determines if the alerts indicate a hardware failure.

Intelligent analysis of data collected from a monitored device is used to predict hardware failures that may occur in future.

Not supported Not supported Supported

Automated data collection

Supported Supported

Automated support case creation

Automated email notification

Proactive response from Dell Technical

Support

Data required for troubleshooting a hardware failure is automatically collected from the monitored device and sent securely to Dell.

When a hardware failure is detected either proactively or predictively, a

Service Request is automatically created with Dell Technical

Support.

Supported

Not supported

An email notification about the support case or issue is automatically sent to your company's primary and secondary

SupportAssist contacts.

Not supported

A Dell Technical

Support agent contacts you proactively about the support case and

Not supported

Supported

Supported

Supported

Supported

Supported

Supported

OpenManage Enterprise SupportAssist capabilities available with Dell service contracts 9

Table 1. OpenManage Enterprise SupportAssist capabilities available with Dell service contracts

(continued)

OpenManage

Enterprise

SupportAssist capabilities

Description Basic Hardware ProSupport ProSupport Plus helps you resolve the issue.

Expedited parts dispatch

After the verification of the collected system information, if the

Dell Technical Support agent determines that a part requires a replacement to resolve the issue, a replacement part is dispatched to you based on the dispatch preferences that you configure in

SupportAssist.

Not supported Supported Supported

10 OpenManage Enterprise SupportAssist capabilities available with Dell service contracts

4

OpenManage Enterprise SupportAssist support matrix

For the complete list of compatible devices, hypervisors, and operating systems, see Dell EMC OpenManage Enterprise

SupportAssist Support Matrix available at OpenManage Enterprise SupportAssist page in support site.

OpenManage Enterprise SupportAssist support matrix 11

5

Role and scope-based access control in

OpenManage Enterprise

OpenManage Enterprise has Role Based Access Control (RBAC) that clearly defines the user privileges for the three built-in roles—Administrator, Device Manager, and Viewer. Additionally, using the Scope-Based Access Control (SBAC) an administrator can limit the device groups that a device manager has access to. The following topics further explain the RBAC and SBAC features.

Role-Based Access Control (RBAC) privileges in

OpenManage Enterprise

Users are assigned roles which determine their level of access to the appliance settings and device management features. This feature is termed as Role-Based Access Control (RBAC). The console enforces the privilege required for a certain action before allowing the action.

Scope-Based Access Control (SBAC) in OpenManage

Enterprise

With the use of Role-Based Access Control (RBAC) feature, administrators can assign roles while creating users. Roles determine their level of access to the appliance settings and device management features. Scope-based Access Control (SBAC) is an extension of the RBAC feature that allows an administrator to restrict a Device Manager role to a subset of device groups called scope.

While creating or updating a Device Manager (DM) user, administrators can assign scope to restrict operational access of DM to one or more system groups, custom groups, and / or plugin groups.

Administrator and Viewer roles have unrestricted scope. That means they have operational access as specified by RBAC privileges to all devices and groups entities.

In OpenManage Enterprise, scope can be assigned while creating a local or importing AD/LDAP user. Scope assignment for

OIDC users can be done only on Open ID Connect (OIDC) providers.

SBAC for Local users:

While creating or editing a local user with DM role, admin can select one or more device groups that defines the scope for the

DM.

For example, you (as an administrator) create a DM user named dm1 and assign group g1 present under custom groups. Then dm1 will have operational access to all devices in g1 only. The user dm1 cannot access any other groups or entities related to any other devices.

Furthermore, with SBAC, dm1 will also not be able to see the entities created by other DMs (let us say dm2) on the same group g1 . That means a DM user will only be able to see the entities owned by the user.

For example, you (as an administrator) create another DM user named dm2 and assign the same group g1 present under custom groups. If dm2 creates configuration template, configuration baselines, or profiles for the devices in g1 , then dm1 will not have access to those entities and vice versa.

A DM with scope to All Devices has operational access as specified by RBAC privileges to all devices and group entities that are owned by the DM.

SBAC for AD/LDAP users:

While importing or editing AD/LDAP groups, administrators can assign scopes to user groups with DM role. If a user is a member of multiple AD groups, each with a DM role, and each AD group has distinct scope assignments, then the scope of the user is the union of the scopes of those AD groups.

12 Role and scope-based access control in OpenManage Enterprise

For example,

● User dm1 is a member of two AD groups ( RR5-Floor1-LabAdmins and RR5-Floor3-LabAdmins ). Both AD groups have been assigned the DM role, with scope assignments for the AD groups are as follows: RR5-Floor1-LabAdmins gets ptlab-servers and RR5-Floor3-LabAdmins gets smdlab-servers . Now the scope of the DM dm1 is the union of ptlab-servers and smdlabservers .

● User dm1 is a member of two AD groups ( adg1 and adg2 ). Both AD groups have been assigned the DM role, with scope assignments for the AD groups as follows: adg1 is given access to g1 and adg2 is given access to g2 . If g1 is the superset of g2 , then the scope of dm1 is the larger scope ( g1 , all its child groups, and all leaf devices).

When a user is a member of multiple AD groups that have different roles, the higher-functionality role takes precedence (in the order Administrator, DM, Viewer).

A DM with unrestricted scope has operational access as specified by RBAC privileges to all device and group entities.

SBAC for OIDC users:

Scope assignment for OIDC users does not happen within the OME console. You can assign scopes for OIDC users at an OIDC provider during user configuration. When the user logs in with OIDC provider credentials, the role and scope assignment will be available to OME.

The following table lists the SupportAssist features and their permissions based on the role that is assigned to a user. For the

Device Manager role, the table also lists the permissions to the features based on the device group scope assigned. For the list of users roles and scope that you can assign to a Device Manager role for appliance settings and device management features in

OpenManage Enterprise, see Dell EMC OpenManage Enterprise User's Guide available at https://www.dell.com/esmmanuals .

Table 2. Role-based and scope-based access control in OpenManage Enterprise SupportAssist

Features Admin Device Manager

(scope for assigned device groups)

Device Manager (scope for non-assigned device groups)

Viewer

Installation

Update

Registration

Edit Settings

View Settings

Site Health

Yes

Yes

Yes

Yes

Yes

Yes

No

No

No

No

Yes

Yes (only for devices within the device group scope)

No

No

No

No

No

Yes

No

No

No

No

No

No

Yes

No

No Connection Test

Cases

Yes

Case (View and Filter) Yes No Yes Yes (only for devices within the device group scope)

Yes (only for devices within the device group scope)

No No Case Operation

(Suspend, Resume,

Request for closure)

Yes

Collections

Collection View

Start Collection

Yes

Yes

Start Group Collection Yes

Cancel Collection

Upload Collection

Yes

Yes

Download Collection Yes

SupportAssist Device Groups

No

No

No

No

No

No

No

No

No

No

No

No

Yes

No

No

No

No

No

Role and scope-based access control in OpenManage Enterprise 13

Table 2. Role-based and scope-based access control in OpenManage Enterprise

SupportAssist (continued)

Features Admin

Enable SupportAssist

Maintenance Mode

View Device Groups

Yes

Yes

Device Manager

(scope for assigned device groups)

Yes (only for device groups within the scope)

Yes (only for devices within the device group scope)

No

Device Manager (scope for non-assigned device groups)

No

No

No Create, Delete, Edit

Group

Yes

Device Specific Operations

Enable SupportAssist

Maintenance Mode

Start Collections

Yes

Yes

Yes (only for devices within the device group scope)

No

No

No

Viewer

No

Yes

No

No

No

14 Role and scope-based access control in OpenManage Enterprise

6

Installing OpenManage Enterprise

SupportAssist

Prerequisites

● Ensure that you logged in to OpenManage Enterprise as an Admin . Only the user with Admin role can install plugins in

OpenManage Enterprise.

● While you deploy OpenManage Enterprise SupportAssist plugin within OpenManage Enterprise, which is the recommended solution for proactive and predictive monitoring, ensure that:

○ If SupportAssist Enterprise (SAE) standalone application 2.0.50 or lower deployed in your data center, delete the

OpenManage Enterprise adapter from the SAE application to avoid duplicate management and serviceability functions.

○ If SAE standalone virtual appliance 4.x deployed in your data center, delete the OpenManage Enterprise adapter from the

SAE virtual appliance to avoid duplicate management and serviceability functions.

However, if you have deployed SAE application 2.0.60 and later, the standalone SAE application ensures no duplicate management and serviceability functions even if OpenManage Enterprise SupportAssist plugin and SAE 2.0.60 application co-exist. In this case, OpenManage Enterprise SupportAssist plugin takes precedence in alert processing and case creation.

● Ensure that minimum requirements for installing and using OpenManage Enterprise SupportAssist are fulfilled. For the list of hardware, networking and ports, and operating system requirements, see Dell EMC OpenManage Enterprise SupportAssist

Support Matrix available at OpenManage Enterprise SupportAssist page in support site.

● You can download and install OpenManage Enterprise SupportAssist plugin from dell.com

(online) or from an already downloaded package in a network share (offline). You can configure this setting in OpenManage Enterprise ( Application

Settings > Console and Plugins > Update Settings ). For more information about how to configure update settings, see

Dell EMC OpenManage Enterprise User’s Guide .

○ To install OpenManage Enterprise SupportAssist from dell.com, you must ensure that the OpenManage Enterprise appliance can access downloads.dell.com

.

○ To install OpenManage Enterprise SupportAssist from a local network share, you must manually download the package to your network share and update the location on the Update Settings page in OpenManage Enterprise.

● If OpenManage Enterprise uses OpenID Connect (OIDC) for OAuth token-based authorization, ensure that:

○ The DNS server configured in OpenManage Enterprise can resolve the OIDC provider and Dell EMC Secure Remote

Services (SRS) backend.

○ The OIDC provider and Dell EMC Secure Remote Services (SRS) backend are in the same DNS domain.

Steps

1. Start Dell EMC OpenManage Enterprise.

2. From the Application Settings menu, select Console and Plugins .

The Console and Plugins page is displayed.

3. On the Console and Plugins page, in the SupportAssist section, click Install .

The Install Plugin window is displayed.

4. On the Install Plugin window, from the Available Version(s) list, select the OpenManage Enterprise SupportAssist version.

5. Review and ensure that you meet the list of prerequisites that are mentioned in the Prerequisite section, and then click

Download Plugin .

After OpenManage Enterprise SupportAssist is downloaded successfully, the status that appears on the top of the

SupportAssist section changes from Available to Downloaded .

6. On the Install Plugin window, click Install Plugin .

The install operation validates the prerequisites to install SupportAssist. If installation prerequisites are not fulfilled, an appropriate error message is displayed.

7. On the END USER LICENSE AGREEMENT page, read the license agreement, and click Accept .

8. On the INFRASTRUCTURE TELEMETRY NOTICE page, read the telemetry notice, and click Accept .

9. On the Confirmation window, select the I agree that I have captured a snapshot of the OpenManage Enterprise appliance prior to performing a plugin action option, and then click Confirm Install .

Installing OpenManage Enterprise SupportAssist 15

The status of installation operation is displayed. After the successful installation of SupportAssist, the status that appears on the top of the SupportAssist section changes from Available to Installed .

Next steps

Register OpenManage Enterprise SupportAssist to monitor your devices for hardware issues and automatically collect device information. See

Register OpenManage Enterprise SupportAssist

on page 17.

16 Installing OpenManage Enterprise SupportAssist

7

Getting started with OpenManage Enterprise

SupportAssist

Register OpenManage Enterprise SupportAssist to monitor your devices for hardware issues and automatically collect device information.

Topics:

Register OpenManage Enterprise SupportAssist

Register OpenManage Enterprise SupportAssist

About this task

When you access OpenManage Enterprise SupportAssist for the first time, a banner message is displayed that you have not registered the SupportAssist. You must register SupportAssist to monitor your devices for hardware issues and automatically collect device information. To register SupportAssist:

Steps

1. In the banner message, click the Register Now link.

2. Click Add Proxy , enter the following information, and then click Apply .

The Add Proxy page is displayed only when SupportAssist is not able to establish a network connection with the Dell EMC.

a. To use HTTP Proxy, select Enable HTTP Proxy Settings .

b. Enter the hostname or IP address and port number of the proxy server.

c. If the proxy server requires authentication, select Requires Proxy Authentication .

d. Enter the username and password of the proxy server.

3. On the Connectivity page, enter the access key and PIN, and then click Next . If you do not have the access key and PIN, do one of the following:

● On the Connectivity page (in the SupportAssist plugin registration wizard), click Generate Access Key .

● Go to the OpenManage Enterprise SupportAssist support site page. On the Overview tab, under Quick Links , click

Generate Access key .

NOTE: The access key generated by using the links provided for other SupportAssist products cannot be used for

SupportAssist plugin.

4. On the Contact Details page, enter the primary contact information, and then click Next .

NOTE: After registering SupportAssist, you can update the primary contact information and provide a secondary contact on the Settings > Contact Details page. If the primary contact is unavailable, Dell EMC contacts your company through the secondary contact. If both the primary and secondary contacts are configured with valid email addresses, an email is sent to both the contacts.

5. Optionally, on the Expedited Dispatch (Optional) page, perform the following and click Next .

● If you want Dell EMC to automatically ship the replacement parts for your servers, select I want Dell EMC to expedite dispatch of the replacement parts.

● If you want an onsite technician to replace the dispatched hardware component, select I want a technician to replace the parts onsite if the service is included in the service plan .

6. Optionally, on the Shipping Details page, enter the primary and secondary shipping contact details, shipping address, and click Next .

NOTE: If the primary shipping contact information are same as the contact details, click copy contact details .

Getting started with OpenManage Enterprise SupportAssist 17

7. Optionally, to view asset information and manage SupportAssist alerts and part dispatches by using TechDirect, sign in to

TechDirect using your company's administrator account and enter the One-Time Password (OTP). To sign in to TechDirect, on the TechDirect Integration (Optional) page, click Launch TechDirect .

8. Click Next .

The Summary page is displayed.

9. Click Finish .

The Site Health page is displayed.

18 Getting started with OpenManage Enterprise SupportAssist

8

Site Health

The Site Health page enables you to identify and prioritize the most important issues on your site.

You can view the following on the Site Health page.

● The number of devices in the following statuses:

NOTE: If you are logged in with a Device Manager role, the device count that is displayed for Managed Devices, Staging

Devices, and Unmanaged Devices includes devices only from the device groups that are within your scope.

○ Managed Devices —Displays the number of monitored devices. Click to view the number of monitored devices according to the device type.

NOTE: The Managed Devices tab is selected by default.

NOTE: The OpenManage Enterprise SupportAssist version supports only IPv4 devices.

○ Staging Devices — Displays the number of devices that are discovered partially while you tried to add them because of certain requirements were not met. Click to view the number of devices listed based on the reason and remediation. To view the host name of the devices that are in staging, click Export . The staging details are exported to Excel.

○ Unmanaged Devices —Displays the number of devices that are not supported. Click to view the number of devices that are not supported grouped according to the device type. To view the host name of the devices that are not managed, click Export . The details of unmanaged devices are exported to Excel.

● In the Connectivity to Dell EMC section, you can view the following:

○ Online Status —Displays the SupportAssist Internet connectivity status. Internet connection is required to communicate with Dell EMC.

○ Enterprise Servers —Displays the status of SupportAssist connectivity to the Dell EMC Enterprise Servers.

○ Connectivity Tests —Click the link to run the connectivity tests to check the connectivity to the Internet, Dell EMC

Enterprise Servers, and to validate the case creation capability. For more information about the connectivity tests, see

Run connectivity test

on page 19.

Topics:

Run connectivity test

Run connectivity test

By default, SupportAssist automatically tests connectivity to the dependent resources every day at 11 p.m. If there is an issue with connectivity to a dependent resource, an email is sent to your primary and secondary contacts. You can also test the

SupportAssist connectivity to the dependent servers at any time.

To run the connectivity tests:

1. On the Site Health page, click Connectivity Tests link in the Connectivity section. The Connectivity Tests page is displayed.

2. To check if the SupportAssist can connect to the Dell EMC Enterprise Servers, in the Network Connectivity Test section, click Test Connectivity . To check the status of the connectivity test, click the arrow next to Enterprise Server . The connectivity status is displayed in a table as follows:

● Hostname —Lists the SupportAssist enterprise servers hosted by Dell EMC.

● Ping Time (ms) —Displays the ping time of the SupportAssist enterprise servers in milliseconds.

● Ping Status —Displays the ping status of the SupportAssist enterprise servers. A green tick mark indicates that

SupportAssist can reach the enterprise servers.

● Port 443 —The port 443 must be open on the firewall to establish a secure HTTPS connection to the Dell EMC backend.

Displays a green tick mark if port 443 is open.

● Port 8443 —The port 8443 must be open on the firewall to enable Dell EMC technical support to access the devices remotely over SSH. Displays a green tick mark if port 8443 is open.

Site Health 19

● Proxy Status —Displays the details of the proxy server if SupportAssist connects to the Internet through a proxy server.

If SupportAssist is connected to the Internet through a proxy server, the status is displayed as Proxy enabled . Else, the status is displayed as Proxy not enabled .

● Last Verified —Displays the date and time the connectivity status was last verified.

3. To ensure that SupportAssist can automatically create a support case for an alert, in the Case Creation Ability Test section, click Test Connectivity .

The possible statuses are:

● Validated —The support case creation task is successfully validated.

● Not Validated —The support case creation task is not validated.

● Unknown —Unable to retrieve the status of SupportAssist case creation capability because the case creation service is down.

20 Site Health

9

Group devices for effective management and monitoring

SupportAssist has two predefined device groups— Maintenance and Staging —that help you in managing the devices that you add. Depending on your requirement, you can also create custom device groups to manage certain devices as a group. For example, you can create device groups that may include devices based on the following:

● Device type (server or chassis)

● The individual who manages the devices (Administrator group)

● Organization or business unit (Marketing, Operations, Finance, and so on)

● Physical location of the devices (shipping address)

● Alerting or notification (individuals who must be notified if an issue is detected on certain devices)

After you create a device group, you can:

● Add or remove devices from the device group

● Configure the contact information and parts dispatch information for the device group.

● Edit the device group details or delete the device group

NOTE: : Grouping of devices is optional. Device grouping does not have an impact on the monitoring and automatic case creation capabilities of SupportAssist .

NOTE: The credentials, contact information, or parts dispatch information configured for a device group will override the default credentials, contact information, and parts dispatch information configured using Settings pages. For example, if you have created a device group and configured the primary contact for the device group, all SupportAssist notifications for issues with any device included in the device group are sent to the primary contact assigned to that device group.

Topics:

Predefined device groups

View devices in staging and maintenance—in a specific group

View device groups

Creating a device group

View and update device group information

Delete a device group

Predefined device groups

The predefined device groups in OpenManage Enterprise SupportAssist enables you to group devices that are monitored by

SupportAssist, group all devices in maintenance mode, and group devices in staging for effective monitoring. When monitoring devices as an administrator, you can make use of the SupportAssist, Maintenance, and Staging groups that are predefined.

The predefined device groups available in SupportAssist plugin are as follows:

● SupportAssist default group—By default, all devices that are supported by SupportAssist are assigned to this group unless you assign the device to any other group.

● Maintenance group—Contains devices that are placed in SupportAssist maintenance mode.

● Staging group—Contains devices that were only discovered partially while you tried to add them because certain requirements were not met. Devices in this group are automatically moved to the Default group when you revalidate them after the requirements for SupportAssist to monitor are fulfilled. SupportAssist capabilities are not available for devices that are present in this group. Typically, a device is added to the staging group in the following cases:

○ For PowerEdge servers or iDRAC that do not have the required service contracts.

○ Prerequisites for monitoring the device are not fulfilled. To identify the reason why SupportAssist cannot monitor a staging device, go to the Site Health page and click Staging Devices pane. A list displays the reason and remediation to resolve the issue with the staging devices. The resolution and remediation are grouped according to the type of issue in one or more devices. For information, see

Site Health

on page 19.

Group devices for effective management and monitoring 21

View devices in staging and maintenance—in a specific group

Steps

1. From the OpenManage Enterprise menu, click Devices .

2. On the left pane, expand the PLUGIN GROUPS section, and click a SupportAssist group.

The Staging and Maintenance legends of the doughnut chart displayed on the upper-right corner shows the number of devices that are in staging and maintenance, respectively in the group.

NOTE: If you are logged in with a Device Manager role, you can view only the device groups that are within your scope.

3. To view the list of devices that are in staging and maintenance, click a color band on the doughnut chart.

The Devices dialog box is displayed.

4. On the Devices dialog box, perform the following:

● To view the devices that are in staging, click Staging tab.

● To view the devices that are in maintenance, click Maintenance tab.

View device groups

Steps

1. From the OpenManage Enterprise menu, click Devices .

2. In the left pane, in the PLUGIN GROUPS section, expand the SupportAssist category.

The list of custom device groups are listed under SupportAssist group, along with the predefined groups, Maintenance and

Staging.

NOTE: If you are logged in with a Device Manager role, you can view only the device groups that are within your scope.

Creating a device group

Steps

1. From the OpenManage Enterprise menu, click Devices .

2. In the left pane, in the PLUGIN GROUPS section, click the three vertical dots next to the SuportAssist group category, and then click Create SupportAssist Group from the list.

The Create/Edit SupportAssist Group dialog box is displayed.

3. On the General page, type the group name and a description for the group, and click Next .

4. On the Group Contact page, do the following: a. Select Contact Details .

b. Select the Primary option and enter the following primary contact details:

NOTE: If the primary and secondary contact information is same as the contact details, click copy contact details .

i.

Type your first name, last name, phone number, alternate phone number, and email address in the appropriate fields.

ii. Select the preferred contact method, preferred contact hours, and time zone.

c. Optionally, select the Secondary option and enter the following secondary contact details: i.

Type your first name, last name, phone number, alternate phone number, and email address in the appropriate fields ii. Select the preferred contact method, preferred contact hours, and time zone.

5. Optionally, on the Expedited Dispatch (Optional) page, perform the following and click Next .

a. If you want Dell EMC to automatically ship the replacement parts for your servers, select I want Dell EMC to expedite dispatch of the replacement parts.

b. On the Shipping Details page, enter the primary and secondary shipping contact information, shipping address, and click Next .

NOTE: If the primary shipping contact information is same as the group contact information, click copy contact details

22 Group devices for effective management and monitoring

6. On the Devices page, click Select Devices .

7. In the All Devices dialog box, select the devices to add to the group, and then click Add Selected .

To filter the devices, click Advanced Filters and select or enter data in the filter boxes. You can filter the devices by Health

State, Power State, Connection State, Name, IP Address, Service Tag, Model, and Type. To disable the filter, click Clear All

Filters .

To view the devices added to the group, click the All Selected Devices tab. The number suffixed to the All Selected

Devices <number> tab title indicates the number of devices in the group.

8. Click Finish .

Results

The device group that you created is listed under the SupportAssist group title.

View and update device group information

About this task

You can view or edit the group name and description, contact information, preferred contact method and time, the parts dispatch information of a device group, and add or remove devices from a group.

Updating the contact information for a device group enables SupportAssist to send notifications to the device group contact.

NOTE: The device group parts dispatch information overrides the default parts dispatch information that you configured on the Settings > Contact Information page. If resolving a problem requires replacing a part, the replacement part is shipped with your consent to the device group parts dispatch address (not the default parts dispatch address).

NOTE: If the Technical Support staff determines that a part must be replaced in your system to resolve a support case, the replacement part is dispatched with your consent to the provided address.

Steps

1. From the OpenManage Enterprise menu, click Devices .

2. In the left pane, in the PLUGIN GROUPS section, expand the SupportAssist category.

3. Click the three vertical ellipses next to the device group.

4. From the list, click Edit SupportAssist Group .

The Create/Edit SupportAssist Group dialog box is displayed.

5. On the General page, edit the group name and a description for the group, and click Next .

6. On the Group Contact page, perform the following steps: a. Select Contact Details .

b. Select the Primary option and edit the following primary contact details:

NOTE: If the primary and secondary contact information is same as the contact details, click copy contact details .

i.

Type your first name, last name, phone number, alternate phone number, and email address in the appropriate fields.

ii. Select the preferred contact method, preferred contact hours, and time zone.

c. Optionally, select the Secondary option and edit the following secondary contact details: i.

Type your first name, last name, phone number, alternate phone number, and email address in the appropriate fields.

ii. Select the preferred contact method, preferred contact hours, and time zone.

7. Optionally, on the Expedited Dispatch (Optional) page, perform the following and click Next : a. If you want Dell EMC to automatically ship the replacement parts for your servers, select I want Dell EMC to expedite dispatch of the replacement parts .

b. On the Shipping Details page, enter the primary and secondary shipping contact details, shipping address, and then click Next .

NOTE: If the primary shipping contact details are same as the group contact information, click copy contact details

8. On the Devices page, perform the following steps: a. Click Device(s) Selected .

b. In the All Devices dialog box, add or remove devices from the device group, and then click Add Selected .

Group devices for effective management and monitoring 23

To filter the devices, click Advanced Filters and select or enter data in the filter boxes. You can filter the devices by Health

State, Power State, Connection State, Name, IP Address, Service Tag, Model, and Type. To disable the filter, click Clear All

Filters .

To view the devices added to the group, click the All Selected Devices tab. The number suffixed to the All Selected

Devices <number> tab title indicates the number of devices in the group.

9. Click Finish .

Results

The device group is updated based on the devices that you have added or removed.

Delete a device group

About this task

You can delete device groups based on your preference.

NOTE: Deleting a device group removes only the device group and contact information.

Steps

1. From the OpenManage Enterprise menu, click Devices .

2. In the left pane, in the PLUGIN GROUPS section, expand the SupportAssist category.

3. To delete a device group, click the vertical ellipses next to the device group, and then click Delete SupportAssist Group from the list.

24 Group devices for effective management and monitoring

10

OpenManage Enterprise SupportAssist cases

A support case is automatically created when an issue is detected on devices that are monitored by SupportAssist. The Cases page displays all cases that are created by SupportAssist.

NOTE:

● SupportAssist automatically creates support cases for the issues detected on all monitored devices irrespective of the role and scope of the user logged in to OpenManage Enterprise.

● SupportAssist does not create a support case for every alert that is received from a monitored device. SupportAssist collects evidence file from the device and sends it to Dell EMC backend for alert processing. A support case is created only if the alert type and number of alerts that are received from the device match with the criteria that are defined by

Dell EMC for support case creation. For more information about how SupportAssist processes alerts and automatically creates support cases, see

Alert policies in OpenManage Enterprise SupportAssist on page 47.

If SupportAssist is connected to the Dell support case and service contract databases over the Internet, support case information is automatically available for the supported devices that have valid Service Tags. The support case information is refreshed only when you:

● Open the Cases page.

● Click Refresh the Cases page.

● The Cases page is open and you refresh the web browser window.

You can also request Technical Support to perform the following activities by using the available case management options:

● Suspend activities that are related to a support case.

● Resume activities that are related to a support case.

● Request to close a support case.

The case management options are applicable only for support cases that were opened automatically by SupportAssist for the devices listed in Dell EMC OpenManage Enterprise SupportAssist Support Matrix available at OpenManage Enterprise

SupportAssist page in support site.

For information about the fields and data that are displayed on the Cases

page, see View Cases

on page 25.

Topics:

View Cases

Request to suspend case activities for 24 hours

Request to resume support activities

Request to close a support case

View support cases for a specific device

View Cases

The Cases page displays the support cases for your devices that are monitored by SupportAssist. By default, the displayed support cases are grouped under their respective device name or device IP address.

NOTE: If you are logged in with a Device Manager role, you can view the support cases created for devices from the device groups that are within your scope.

To view the Cases page, from the Plugins menu, select SupportAssist > Cases . To view the support cases that are opened for a specific device, see

View support cases for a specific device on page 28.

The following options and support case information are displayed on the Cases page.

● Advanced Filters —The Advanced Filters option is in the upper-left corner of the cases list. To filter the cases, click

Advanced Filters and select or enter data in the filter boxes. You can filter the cases by case number, service contract,

Service Tag, and source type. To disable filter, click Clear All Filters .

● To sort the case list display data by column name, click any column header. The report refreshes to display the data in an ascending or descending order of the column header you clicked.

OpenManage Enterprise SupportAssist cases 25

● Case Options ( Suspend, Resume , Request To Close )—The options to manage support cases that were opened by

SupportAssist based on your requirement. The available options are:

○ Suspend —Request Technical Support to stop activities that are related to a support case for 24 hours. After 24 hours,

Technical Support automatically resumes activities that are related to the support case. See

Request to suspend case activities for 24 hours

on page 27.

○ Resume —Request Technical Support to resume activities that are related to a support case. See

Request to resume support activities on page 27.

NOTE: The Resume option is enabled only if you had previously requested to suspend activities that are related to a support case.

○ Request To Close —Request Technical Support to close a support case. See

Request to close a support case

on page

27.

● The Refresh icon—The Refresh icon is in the upper-right corner of the cases list. Click the icon to refresh the case list displayed.

● IP ADDRESS —Displays the IP address of the device associated with the support case.

● CASE NUMBER —Numeric identifier that is assigned to the support case.

● CASE STATUS —Displays the current state of the support case. The possible statuses are:

○ Submitted —SupportAssist has submitted the support case.

○ Open —Technical Support has opened the submitted support case.

○ InProgress —Technical Support is working on the support case.

○ Assigning —The support case is not yet assigned to a technical support agent.

○ Customer Deferred —Technical support has deferred the support case on your request.

○ Reopened —The support case was previously closed but is currently reopened.

○ Suspended —Technical Support has suspended activities that are related to the support case for 24 hours based on your request.

○ ReqForClosure —You have requested technical support to close the support case.

○ Closed —The support case is closed.

○ Not Applicable —SupportAssist detected an issue, but a support case was not created because the device has either an expired warranty or Basic Hardware warranty.

○ Unavailable —The support case status could not be retrieved from Dell.

○ Unknown —SupportAssist is unable to determine the status of the support case.

● CASE TITLE —The support case name, which identifies:

○ Support case generation method

○ Device model

○ Device operating system

○ Alert ID, if available

○ Alert description, if available

○ Device warranty status

○ Resolution description

● DATE OPENED —The date and time the support case was opened.

● SERVICE CONTRACT —The Dell EMC service contract level under which the device is covered. The Service Contract column may display:

○ ProSupport Flex ——The device is covered under a Dell EMC ProSupport Flex service contract.

○ ProSupport Plus —The device is covered under a Dell EMC ProSupport Plus service contract.

○ ProSupport —The device is covered under a Dell EMC ProSupport service contract.

○ Basic —The device is covered under a Dell EMC Basic Hardware service contract.

○ ExpiredWarranty —The service contract of the device has expired.

● SERVICE TAG —Unique, alphanumeric identifier that enables Dell EMC to recognize the device.

● SOURCE TYPE —Identifies the source from which the support case is opened. The possible source types are:

○ Phone

○ Email

○ Chat

○ SupportAssist

○ TechDirect

○ HelpDesk

○ Others

26 OpenManage Enterprise SupportAssist cases

Request to suspend case activities for 24 hours

About this task

You can request Technical Support to stop activities that are related to a support case for 24 hours, if necessary. For example, you may want the Technical Support team to stop the activities for a support case in the following cases:

● To resolve the issue without any assistance from Technical Support.

● Not to receive any notifications that are related to the support case from Dell EMC during a planned maintenance activity.

NOTE: You can request Technical Support to stop activities that are related to a support case only if the support case is opened by SupportAssist.

Steps

1. From the Plugins menu, select SupportAssist > Cases .

The Cases page displays the list of all cases that were opened by SupportAssist.

2. Select the support case that you want to suspend and click Suspend .

NOTE: The Suspend option is disabled if you have already requested to suspend the selected support case.

3. Optionally, enter your reason for requesting to suspend activities for the support case.

4. Click OK .

The support case displays the appropriate status.

NOTE: If SupportAssist is unable to process your request, an appropriate message is displayed. In such a case, you can run the case creation test to verify connectivity to Dell EMC, and then retry the operation. See

Run connectivity test

on page 19.

Request to resume support activities

About this task

If you had previously requested to suspend support activities for the support case, you can request Technical Support to resume activities for a support case.

Steps

1. From the Plugins menu, select SupportAssist > Cases .

The Cases page displays the list of all cases that were opened by SupportAssist.

2. Select the support case that you want Technical Support to resume case activities and click Resume .

NOTE: The Resume option is enabled only if you had previously requested to suspend the selected support case.

3. Optionally, enter the reason for requesting to resume activities for the support case.

4. Click OK .

The support case displays the appropriate status.

NOTE: If SupportAssist is unable to process your request, an appropriate error message is displayed. In such a case, you can run the cases creation test to verify connectivity to Dell EMC, and then retry. See

Run connectivity test on page 19.

Request to close a support case

About this task

If you have resolved an issue with a device, you can request Technical Support to close the support case.

NOTE: You can request Technical Support to close a support case only if the support case was opened by SupportAssist.

NOTE: You can request Technical Support to close a support case that is in any status, except the case for which the request for closure in progress.

OpenManage Enterprise SupportAssist cases 27

Steps

1. From the Plugins menu, select SupportAssist > Cases .

The Cases page displays the list of all cases that were opened by SupportAssist.

2. Select the support case that you want to suspend and click Request To Close .

3. Optionally, enter your reason for requesting to close the support case.

4. Click OK .

The support case displays the appropriate status.

NOTE: After you request to close a support case, Technical Support may contact you to get more information before closing the support case.

NOTE: If SupportAssist is unable to process your request, an appropriate error message is displayed. In such a case, you can run the case creation test to verify connectivity to Dell EMC, and then retry the operation. See

Run connectivity test

on page 19.

View support cases for a specific device

About this task

You can view the open support cases for a specific device monitored by SupportAssist.

Steps

1. From the OpenManage Enterprise menu, click Devices .

2. To view the open support cases for a device, in the All Devices list, click the device name.

3. On the <device name> page, click SupportAssist > Cases .

● If support cases are available for the device, all the support cases for the device are listed on the Cases page.

● OpenManage Enterprise SupportAssist displays a message when SupportAssist is unable to retrieve support case information.

28 OpenManage Enterprise SupportAssist cases

11

OpenManage Enterprise SupportAssist device collections

Collections are files that contain information of the SupportAssist managed devices. SupportAssist collects device information from each device that you added, and then uploads the information securely to Dell EMC.

The purge collections task runs automatically every day at 10 p.m. (time as on the server where SupportAssist is installed).

System information collections that are 30 days or older and collections that are older than the last 5 collections within the last

30 days are automatically purged.

NOTE: To collect system information from the device, OpenManage Server Administrator (OMSA) must be installed and running on the managed PowerEdge devices.

The system information is collected in following ways:

● Periodically—The device collection is performed periodically at regular intervals, depending on the predefined collection start date specified in the Settings > Schedule Tasks page. For more information, see

Enable or disable periodic collection of system information on page 34.

● On case creation—The device collection is performed when a support case is created for an issue that is detected by

SupportAssist.

● Manually (on demand)—If Technical Support requests you to upload the device collection, you can initiate the collection of device information from one or more devices at any time.

You can manually upload a collection to the backend or SupportAssist can automatically initiate a collection for the devices listed in Dell EMC OpenManage Enterprise SupportAssist Support Matrix available at OpenManage Enterprise SupportAssist page in support site.

You can view, upload, and download collections by using the Collections page. See

View collections

on page 29.

Topics:

View collections

Using SupportAssist to collect and send system information

Configuring collection settings on OpenManage Enterprise SupportAssist

View collections

The Collections page lists the collections of your devices. To view the collections that are specific for a device, see

Manually collect device information from a device

on page 30. To view the Collections page, from the Plugins menu, select

SupportAssist > Collections .

The following options and collection information is displayed on the Collections page.

● Advanced Filters —To filter the collections, click Advanced Filters in the upper-left corner of the Collections page, and select or enter data in the filter boxes. You can filter collections by collection purpose, collection status, collection type, and filter collections within a specified start and end dates. To remove filter, click Clear All Filters .

● The Refresh icon—The Refresh icon in the upper-right corner of the Collections page. Click the icon to refresh the collection list displayed.

● To sort the collection list display data by column name, click any column header. The report refreshes to display the data in an ascending or descending order of the column header you clicked.

● NAME —The unique name that identifies the collection.

● COLLECTION DATE —Displays the date and time of the collection.

● UPLOAD STATUS —Displays the upload status of the collection. The possible statuses are:

○ Not Initiated

○ Not Applicable

○ In Progress

○ Completed

OpenManage Enterprise SupportAssist device collections 29

○ Failed

● COLLECTION STATUS —Displays the status of the collection. The possible statuses are:

○ Initiated

○ In Progress

○ Completed

○ Completed With Warnings

○ Completed Partially

○ Partial

○ Execution Failed

○ Cancel Initiated

○ Cancel In Progress

○ Cancelled

○ Aborted

● PERCENTAGE COMPLETE —The collection completing status in percentage.

● COLLECTION PURPOSE —Displays the purpose of the collection.

● CASE NUMBER —Identifies the case that is associated with this collection.

● COLLECTION TYPE —Identifies the type of the collection. The possible types are Manual , Periodic , and Alert Based .

● Detailed collection pane—The detailed collection pane on the right side of the Collections page displays the following data for each collection. To view the detailed information about a collection, click the collection record on the Collections page.

○ Collection name

○ Upload Status

○ Upload Date

○ Lists the Hostname/ IP Address of the devices in the collection.

○ List the Service Tag of the devices in the collection.

○ Collection status of each device in the collection. The possible statuses are:

■ Initiated

■ In Progress

■ Completed

■ Completed With Warnings

■ Completed Partially

■ Execution Failed

■ Cancel Initiated

■ Cancel In Progress

■ Cancelled

■ Aborted

NOTE: The Cancelled status is displayed when you cancel the collection on the user interface. The Aborted status is displayed if device collection is stopped unexpectedly due to service failures in the backend.

Using SupportAssist to collect and send system information

SupportAssist automates the collection of system information from your devices both periodically and on case creation. If required, you can also manually start the collection and upload of system information to Dell EMC at any time. You can choose to start the collection of device information from one or more devices or from a device group.

Manually collect device information from a device

About this task

When a support case is opened or updated for a device, SupportAssist automatically collects and uploads the system information to the backend. If necessary, you can also manually start the collection of system information from a device.

You may manually start the collection:

● If an issue occurs during automatic collection and upload of system information

● If requested by Technical Support

30 OpenManage Enterprise SupportAssist device collections

Steps

1. From the OpenManage Enterprise menu, click Devices .

2. To collect the device information from a device, in the All Devices list, click the device name.

3. On the <device name> page, click the SupportAssist tab, and then click Collections .

4. On the Collections , click Start Collection .

The device collection will be automatically listed on the Collections

page. See View collections

on page 29.

Manually collect system information from a device group

About this task

When a support case is opened or updated for a device, SupportAssist automatically collects and uploads the system information to the backend. If necessary, you can also manually start the collection from devices in a group.

NOTE: The collection operations are not supported for Staging group.

You may manually start the collection:

● If an issue occurs during automatic collection and upload of system information

● If requested by Technical Support

Steps

1. From the OpenManage Enterprise menu, click Devices .

2. In the left pane, in the PLUGIN GROUPS section, expand the SupportAssist group.

3. To start the collection from a device group, click the vertical ellipses next to the group, and click Start Collection from the list.

NOTE: If there are more than 100 devices in a group, the collection will be initiated in batches of 200 devices.

4. In the list, click Start Collection .

The Start Collection dialog box is displayed.

5. On the Collection Purpose page, select one of the following purposes for which the device details are collected, and then click Next .

● Deployment

● System Maintenance

● Consulting

● Technical Support

NOTE: The Deployment option is selected by default for the collection purpose.

6. Optionally, on the Collection Details page, enter the name for the collection, case number associated with this collection,

Dell EMC Technical email address, and project ID.

7. To upload the collection after the collection is successfully completed, select Upload Collection .

The device collection is automatically listed on the Collections page. See

View collections on page 29

Upload collection from disconnected site

When Internet connectivity is available, SupportAssist automatically collects and sends system information from your devices to the Dell EMC backend. If the server where OpenManage Enterprise is deployed does not have Internet connection, you can manually upload collections. You may opt to upload a collection in the following cases:

● The collection is successful, but the collection could not be successfully uploaded.

● You want to reupload a collection to the backend.

Upload multiple collections

Steps

1. From the Plugins menu, select SupportAssist > Collections .

The Collections page displays the list of all collections.

OpenManage Enterprise SupportAssist device collections 31

2. Select the collections that you want to send to Dell EMC and click Upload .

To upload a collection for a specific device, see Upload collection for a specific device

on page 32.

Upload collection for a specific device

Steps

1. From the OpenManage Enterprise menu, click Devices .

2. To collect the device information from a device, in the All Devices list, click the device name.

3. On the <device name> page, click SupportAssist > Collections .

4. Select the collections that you want to send to Dell EMC backend and click Upload .

To upload multiple collections, see

Upload multiple collections

on page 31.

Download and view multiple device collections

About this task

If you have performed a collection for one or more devices or for a device group, you can download and view the device information that is collected for each device using a web browser.

Steps

1. From the Plugins menu, select SupportAssist > Collections .

The Collections page displays the list of all collections.

2. Select the collection that you want to download.

NOTE: You can download only one collection at a time.

3. Click Download and save the collection file.

4. To view the device information for each device, extract the files and open the index.html

file in a web browser.

To download and view collection for a specific device, see

Download and view collection from a specific device on page 32.

Download and view collection from a specific device

About this task

If you have performed a collection for a specific device, you can download and view device data about the device by doing the following in the OpenManage enterprise console.

Steps

1. From the OpenManage Enterprise menu, select Devices .

2. In the All Devices list, click the device name from which you want to collect the device information.

3. On the <device name> page, click SupportAssist > Collections .

4. Select the collection that you want to download.

5. Click Download and save the collection file.

6. To view the device information, extract the file and open the index.html

file.

To download and view device information for each device in a multiple collection

Download and view multiple device collections on page 32

32 OpenManage Enterprise SupportAssist device collections

Configuring collection settings on OpenManage

Enterprise SupportAssist

SupportAssist automatically collects system information from all devices at periodic intervals. SupportAssist also collects system information automatically from a device when a support case is created an issue in a device. Based on your preferences, you can configure the following:

● Automatic collection of system information when a support case is created or updated. See

Enable or disable automatic collection of system information on support case creation

on page 33.

● Periodic collection of system information. See

Enable or disable periodic collection of system information on page 34.

● Collection of identity information. See

Enable or disable collection of identity information on page 34.

● Collection of software information and the system log. See

Filter components of device collections

on page 35.

Prerequisites for collecting system information

● The local system must have sufficient disk space to save the collected system information.

● The local system and remote devices must fulfill the network port requirements.

● If you have added a server using the operating system, IP address, or hostname (agent-based monitoring):

○ To collect system information from the device, OpenManage Server Administrator (OMSA) must be installed and running on the managed PowerEdge devices.

○ If the server is running a Linux operating system:

■ The device credentials that you have entered in SupportAssist must have administrator-level rights on the device.

■ No resource (network share, drive, or ISO image file) must be mounted on the /tmp folder.

■ If OMSA is installed on the device, the latest version of OpenSSL must also be installed on the device. For more information about OpenSSL, see the resolution for OpenSSL CCS injection vulnerability (CVE-2014-0224) available on the respective vendor support website of the operating system.

● If you have added by using the iDRAC IP address (agentless monitoring), the iDRAC credentials that you entered must have administrator privileges.

● The local system must have Internet connection for uploading the collected system information to the backend.

● For collecting system information from ESX and ESXi only, ensure that Small Footprint CIM Broker (SFCB) daemon and CIM

Object Manager (CIMOM) are enabled.

Enable or disable automatic collection of system information on support case creation

About this task

By default, SupportAssist automatically collects system information from the device when a support case is created and sends the information securely to Dell EMC. If required, you can enable or disable the automatic collection based on your preference.

Steps

1. From the Plugins menu, select SupportAssist > Settings .

The Settings page is displayed.

2. On the Settings tab, select Collection .

The Collection page is displayed.

3. In the Upload Collection section, select or clear Collect and send system state information to Dell EMC .

NOTE: By default, this option is selected.

4. Click Apply .

Results

The automatic collection feature is enabled and the collection data is automatically sent to Dell EMC Support team when a device case is created.

OpenManage Enterprise SupportAssist device collections 33

Enable or disable periodic validation of device inventory

About this task

By default, the device inventory validation is scheduled on a randomly determined day of every month at 11 PM. If necessary, you can change the schedule based on your requirement.

Steps

1. From the Plugins menu, select SupportAssist > Settings .

The Settings page is displayed.

2. On the Settings tab, select Schedule Tasks .

The Schedule Tasks page is displayed.

3. Perform one of the following in the Validate Device Inventory section:

● To enable periodic validation of device inventory, select the On day <select a date> of every month at 11 PM check box, and select a date to validate the device inventory.

● To disable periodic device inventory validation, clear the On day <select a date> of every month at 11 PM check box.

4. Click Apply .

Enable or disable periodic collection of system information

About this task

By default, SupportAssist starts collecting system information from all monitored devices at periodic intervals and sends it to the backend. The collection start time is a user-defined day of every month at 11 p.m. If required, you can enable or disable the periodic collection of system information from all monitored devices based on your preference.

Steps

1. From the Plugins menu, select SupportAssist > Settings .

The Settings page is displayed.

2. On the Settings tab, select Schedule Tasks .

The Schedule Tasks page is displayed.

3. Perform one of the following in the Collect system state information section:

● To enable periodic collection, select the On day <select a date> of every month at 11 PM check box, and select a date to collect device state information from the supported devices.

● To disable periodic collection, clear the On day <select a date> of every month at 11 PM check box.

4. Click Apply . To reset to default connection settings, click Discard .

Enable or disable collection of identity information

About this task

By default, SupportAssist collects device identification information such as the complete configuration snapshot of systems, hosts, and network devices that can contain host identification and network configuration data. Usually, part or all this data is required to properly diagnose issues. If your company's security policy restricts sending identity data outside of the company network, you can disable SupportAssist from collecting such data.

The following identity information can be filtered when collecting the system information from a device:

● Host name

● IP address

● Subnet mask

● Default gateway

● MAC address

● DHCP server

● DNS server

● Processes

● Environment variables

● Registry

34 OpenManage Enterprise SupportAssist device collections

● Logs

● iSCSI data

● Fibre Channel data—Displays the WWN of the host device and port.

NOTE: When you disable collection of identification information, some of the data about your company network (including the system log and SMART log) is not transmitted to the backend. This may prevent technical support from resolving issues that may occur on your devices.

NOTE: If you have disabled the collection of identity information from the devices, the identity information such as hostname and IP address are replaced by tokenized values. The tokenized values are represented as TOKEN n. For example,

TOKEN0, TOKEN1, or TOKEN2.

Steps

1. From the Plugins menu, select SupportAssist > Settings .

The Settings page is displayed.

2. On the Settings tab, select Collection .

The Collection page is displayed.

3. By default, the Include device identification information in data sent to Dell EMC check box in the Identification

Information Settings section is selected. Depending on your requirement, select or clear the check box.

NOTE: If you disable collection of device identification information, the settings for collection of logs, diagnostic data, and support data are disabled automatically. Therefore, collections that are sent to the Dell EMC from your devices do not include certain categories of data.

4. Click Apply .

Filter components of device collections

About this task

By default, the system information that is collected and sent to the Dell EMC by SupportAssist includes software information and system logs. If required, you can configure SupportAssist to filter the components of the collection being uploaded to Dell

EMC.

Steps

1. From the Plugins menu, select SupportAssist > Settings .

The Settings page is displayed.

2. On the Settings tab, select Collection .

The Collection page is displayed.

3. In the Server/Hypervisor section, to filter the following components of the device collection, clear the corresponding check boxes.

● Software Details

● System Logs

● SMART Logs

4. Click Apply .

OpenManage Enterprise SupportAssist device collections 35

12

Configuring OpenManage Enterprise

SupportAssist settings

The Settings tab enables you to configure the following:

● Internet connection settings for the servers on which OpenManage Enterprise SupportAssist is deployed

● Enable SupportAssist maintenance mode for all devices monitored using SupportAssist

● Collection of system information

● Contact and shipping information

● TechDirect integration

● Schedule device telemetry collection and device inventory validation

● Email notifications

Topics:

Configure proxy server settings

Enable or disable SupportAssist maintenance mode

Enable or disable group-level SupportAssist maintenance mode

Enable or disable device-level SupportAssist maintenance mode

Collection preferences

Contact Details

Configure contact information

Configure Shipping Details

Schedule collection and inventory validation

Configure email notification settings

Configure proxy server settings

About this task

The OpenManage Enterprise SupportAssist uses the same proxy server that is configured on OpenManage Enterprise to connect to the Internet. If a proxy is configured on OpenManage Enterprise server, the same proxy settings are applied to SupportAssist Plugin, by default. To add or edit the proxy settings for both OpenManage Enterprise and OpenManage

Enterprise SupportAssist , perform the following steps.

Steps

1. From the Plugins menu, select SupportAssist > Settings .

2. On the Settings page, click Add/Edit Proxy .

3. On the Add/Edit Proxy page, perform one of the following:

● If proxy is not configured on OpenManage Enterprise, the Add Proxy Settings link is displayed. To configure the proxy settings for both OpenManage Enterprise and SupportAssist Plugin, click Add Proxy Settings .

● If proxy is configured on OpenManage Enterprise, the same proxy details are displayed in the Add/Edit Proxy page. To edit the proxy settings, click Edit Proxy Settings .

a. Select Enable HTTP Proxy Settings .

The proxy server fields are enabled.

b. Enter the IP address or hostname of the proxy server.

c. Enter the port number of the proxy server.

d. If a username and password are required to connect to the proxy server, select Enable Proxy Authentication .

NOTE: If you do not provide the username and password, SupportAssist connects to the proxy server as an anonymous user.

36 Configuring OpenManage Enterprise SupportAssist settings

4. Click Apply .

The proxy settings are saved.

Enable or disable SupportAssist maintenance mode

About this task

SupportAssist maintenance mode places all monitored devices in maintenance mode, suspends alert processing and automatic case creation. However, SupportAssist does not restricts other operations such as periodic and manual collections, connectivity check, and so on. In this mode, a yellow Maintenance Mode banner is displayed on top of the page. Enable this mode to prevent the creation of support cases during downtime or a routine maintenance activity. For more information about SupportAssist maintenance mode, see

SupportAssist maintenance mode

on page 45.

Steps

1. From the Plugins menu, select SupportAssist > Settings .

2. On the Settings page, click SupportAssist Maintanance .

3. To enable maintenance mode, select Suspend SupportAssist activities (including case creation and collection) for all supported devices .

4. To place all monitored devices in maintenance mode, on the confirmation message displayed, click Yes .

Results

If SupportAssist Maintenance Mode is enabled, a Maintenance mode banner is displayed on the OpenManage Enterprise

SupportAssist user interface.

Enable or disable group-level SupportAssist maintenance mode

About this task

If you have a planned maintenance activity for a device group and do not want SupportAssist to process alerts from the devices in the group, you can place that device group in maintenance mode. After the maintenance activity is completed, you can remove the device group from the maintenance mode, enabling SupportAssist to process alerts from the device normally. For

more information about SupportAssist maintenance mode, see SupportAssist maintenance mode on page 45.

Steps

1. From the OpenManage Enterprise menu, click Devices .

2. In the left pane, in the PLUGIN GROUPS section, expand the SupportAssist group.

3. To place a device group in SupportAssist Maintenance mode, click the vertical ellipses next the group, and click

Enable SupportAssist Maintenance mode from the list. To disable the SupportAssist Maintenance mode, click Disable

SupportAssist Maintenance mode .

Enable or disable device-level SupportAssist maintenance mode

About this task

If you have a planned maintenance activity for a specific device and do not want SupportAssist to process alerts from that device, you can place the device in maintenance mode. After the maintenance activity is completed, you can remove device from maintenance mode, enabling SupportAssist to process alerts from the device normally. For more information about

SupportAssist maintenance mode, see

SupportAssist maintenance mode

on page 45.

Configuring OpenManage Enterprise SupportAssist settings 37

Steps

1. From the OpenManage Enterprise menu, click Devices .

2. In the All Devices list, click the device name that you want to place it in SupportAssist Maintenance mode.

3. On the <device name> page, click SupportAssist > Device Info .

4. On the Device Info page, click Enable SupportAssist Maintenance .

5. To place the device in maintenance mode, in the confirmation message displayed, click Yes .

A banner message is displayed that the device in SupportAssist maintenance mode. To disable the SupportAssist maintenance mode for the device, click Disable in the banner message.

Collection preferences

The Collection page enables you to configure collection preferences. To open the Collection page, from the Plugins menu, select SupportAssist > Settings . On the Settings page, click Collection .

On the Collection page, you can configure the following collection preferences:

● Server/Hypervisor —Do the following:

○ To collect software-related information from the device, select Software Details .

○ To collect logs from the device, select System Logs .

○ To collect smart CTL logs from the device, select SMART Logs .

● Upload Collection —Select Collect and send system state information to Dell EMC to enable SupportAssist to automatically upload collections to the backend.

● Identification Information Settings —Select Include device identification information in data sent to Dell EMC to enable SupportAssist to send the system identification information along with other data to the backend. Else, the device identification information values are masked when the collections are uploaded to the Dell EMC

Contact Details

The Contact Details page enables you to view and edit the primary and secondary contact information.

To configure your contact information, see Configure contact information

on page 38.

● To configure your parts dispatch preferences, see

Configure Shipping Details

on page 39.

Configure contact information

About this task

Enter or update your primary and secondary contact information after you register SupportAssist. If the primary contact is unavailable, Dell EMC contacts your company through the secondary contact. If both the primary and secondary contacts are configured with valid email addresses, both receive the SupportAssist emails.

Steps

1. From the Plugins menu, select SupportAssist > Settings .

2. On the Settings page, click Contact Details .

3. In the Primary Contact Details section, perform the following: a. Enter the company name, first name, last name, phone number, alternate phone number, and email address.

b. Select the preferred contact method, contact hours, and time zone.

4. In the Secondary Contact Information section, perform the following: a. Enter the first name, last name, phone number, alternate phone number, and email address.

b. Select the preferred contact method, contact hours, and time zone.

5. Click Apply .

38 Configuring OpenManage Enterprise SupportAssist settings

Configure Shipping Details

About this task

Entering your dispatch preferences and shipping information enables Dell EMC to dispatch a replacement part for your device.

NOTE: If a device is moved to a different location, ensure that the dispatch preferences and shipping information are updated.

Steps

1. From the Plugins menu, select SupportAssist > Settings .

2. On the Settings page, click Shipping Details .

3. If you do not want to automatically receive the replacement parts, clear the I want Dell EMC to expedite dispatch of the replacement parts.

check box. By default, the I want Dell EMC to expedite dispatch of the replacement parts.

check box is selected.

4. In the Primary Shipping Contact Details section, perform the following: a. Enter first name, last name, phone number, email address, and select the time zone.

NOTE: If the primary shipping contact details are same as the contact details, click copy contact details .

b. Select the preferred contact hours.

NOTE: If you enter your preferences and shipping information during the registration, the information is automatically displayed on the Shipping Details page. You can edit the information, if required.

5. In the Secondary shipping contact section, enter the first name, last name, phone number, and email address.

NOTE: Contact details of the primary and secondary contact must be unique.

6. In the Shipping Address section, perform the following: a. Enter the shipping address.

b. In the Dispatch notes section, enter dispatch-related information.

c. If you want a technician to replace the parts onsite, select I want a technician to replace the parts onsite if the service is included in the service plan . Replacement of the parts onsite service is available only if the service is included in your service plan.

NOTE: The availability of parts to dispatch and policies may vary based on your region and country.

7. Optionally, to view asset information and manage SupportAssist alerts and part dispatches by using TechDirect, sign in to

TechDirect using your company's administrator account and enter the One-Time Password (OTP). To sign in to TechDirect, click Launch TechDirect , and then do the following.

NOTE: To manage SupportAssist and part dispatches by using TechDirect, you must provide the primary contact information, and primary and secondary shipping information.

a. Click Sign In .

The Dell Account Sign In window is displayed.

b. Enter the email address and password, and then click Sign In .

The OTP is displayed.

c. Enter the OTP and click Validate OTP .

The TechDirect account is verified and a message is displayed that your TechDirect account is integrated with

SupportAssist. To integrate SupportAssist with a different TechDirect account, click SwitchAccount .

8. Click Apply .

Configuring OpenManage Enterprise SupportAssist settings 39

Schedule collection and inventory validation

About this task

By default, periodic collection and inventory validation is scheduled on a randomly determined day on every month at 11 p.m. If necessary, you can change the schedule (day) based on your requirement.

Steps

1. From the Plugins menu, select SupportAssist > Settings .

2. On the Settings page, click Schedule Tasks .

3. To select or change the date to collect the system state information, in the Collect System State Information section, select On day <day> of every month at 11 PM , and then select the day from the drop-down.

4. To select or change the change the date to perform device inventory validation, in the Validate Device Inventory section, select On day <day> of every month at 11 PM , and then select the day from the drop-down.

5. Click Apply .

Configure email notification settings

About this task

By default, SupportAssist is configured to send an email notification when a support case is created automatically. SupportAssist can also send email notifications about maintenance mode, device status, and network connectivity status. For information about the different types of SupportAssist Enterprise email notifications, see

Types of email notifications on page 40.

Depending on your preference, you can perform the following:

Enable or disable automatic email notification from SupportAssist and also select the preferred language for email notifications.

Steps

1. From the Plugins menu, select SupportAssist > Settings .

2. On the Settings page, click Email Notification .

The Email Notification page is displayed.

3. To receive email whenever a support case is created, select Receive email notification when a new support case is opened .

4. From the Preferred Email Language list, select a language in which you want to receive email notifications.

5. Click Apply .

Types of email notifications

The following table provides a summary of the different types of email notifications that are sent by Dell EMC backend.

Table 3. Types of email notifications

Email notification type

Registration confirmation and welcome email

Case created

Unable to create a case

Device warranty expired

When the email notification is sent

After the registration of SupportAssist is completed successfully.

After a hardware issue is detected and a support case is created.

After a hardware issue is detected, but a support case could not be created because of technical difficulties.

After a hardware issue is detected, but a support case could not be created because the device is out of warranty and does not have an active ProSupport or ProSupport Plus service contract.

40 Configuring OpenManage Enterprise SupportAssist settings

Table 3. Types of email notifications (continued)

Email notification type

Unable to collect system information

When the email notification is sent

After a support case is created automatically for a device, but SupportAssist is unable to system information from the device.

Unable to send the collected system information to Dell EMC After a support case is created automatically for a device, but SupportAssist is unable to send the collected system information from the device to Dell EMC.

Devices added for the first time

Inactive notification

After the devices are added to the SupportAssist for the first time.

If SupportAssist is not monitoring any device and no device has been added in the past 30 days.

Disable SupportAssist alert

TechDirect token expiry notification

Parts dispatch notification and address validation

Parts dispatch address confirmation

If you disable SupportAssist on OpenManage Enterprise.

When the TechDirect token expires.

When SupportAssist has detected a hardware issue on one of your devices and a part replacement is required to resolve the issue.

After the replacement part is ready to be dispatched.

Configuring OpenManage Enterprise SupportAssist settings 41

13

OpenManage Enterprise SupportAssist product information

The About page displays the OpenManage Enterprise SupportAssist version, publisher name, registration ID, serial number, and product overview.

To access the About page, from the Plugins menu, click SupportAssist > About .

42 OpenManage Enterprise SupportAssist product information

14

Disable OpenManage Enterprise

SupportAssist

About this task

Disables all the functionality of SupportAssist on OpenManage Enterprise.

NOTE: Ensure that you logged in to OpenManage Enterprise as an Admin . Only the user with Admin role can disable plugins in OpenManage Enterprise.

NOTE: Disabling an plugin in OpenManage Enterprise restarts the appliance services.

Steps

1. From the OpenManage Enterprise menu, click Application Settings > Console and Plugins .

The Console and Plugins tab is displayed.

2. In the SupportAssist section, click the Disable option.

The Disable Plugin page is displayed.

3. To disable SupportAssist on OpenManage Enterprise, click Disable Plugin .

Results

After disabling SupportAssist, you cannot see any information or pages that are related to Support Assist in OpenManage

Enterprise.

Disable OpenManage Enterprise SupportAssist 43

15

Uninstall OpenManage Enterprise

SupportAssist

About this task

You can uninstall SupportAssist from OpenManage Enterprise and remove all data associated with SupportAssist.

NOTE: Ensure that you logged in to OpenManage Enterprise as an Admin . Only the user with Admin role can uninstall plugins in OpenManage Enterprise.

Steps

1. From the OpenManage Enterprise menu, click Application Settings > Console and Plugins .

The Console and Plugins tab is displayed.

2. In the SupportAssist section, click the Uninstall option.

The Uninstall Plugin page is displayed.

3. To uninstall SupportAssist from OpenManage Enterprise, click Uninstall Plugin .

44 Uninstall OpenManage Enterprise SupportAssist

16

SupportAssist maintenance mode

The SupportAssist maintenance mode functionality suspends the alert processing and automatic case creation capability of

SupportAssist, thereby preventing the creation of unnecessary support cases during an alert storm or a planned maintenance activity. You can also enable the maintenance mode functionality before a planned maintenance activity to temporarily suspend the automatic case creation capability. The following sections provide more information about the maintenance mode functionality:

Topics:

Global-level SupportAssist maintenance mode

Group-level SupportAssist maintenance mode

Device-level SupportAssist maintenance mode

Global-level SupportAssist maintenance mode

Global-level SupportAssist maintenance mode places all monitored devices in maintenance mode, suspending alert processing and automatic case creation for all devices. While in global-level maintenance mode, SupportAssist displays a yellow

Maintenance Mode banner at the top of the page. You can enable global-level maintenance mode to prevent the creation of unnecessary support cases during downtime or a routine maintenance activity. For instructions to enable global-level maintenance mode, see

Enable or disable SupportAssist maintenance mode

on page 37.

Group-level SupportAssist maintenance mode

Group-level SupportAssist maintenance mode suspends alert processing and automatic case creation for a device group. For all other monitored devices and device groups SupportAssist continues to process alerts and create support cases, if the alerts qualify for case creation.

The global-level and group-level SupportAssist maintenance mode functionalities work independent of each other. If a device group is placed in SupportAssist maintenance mode, the devices in group continues to remain in SupportAssist maintenance mode even if global-level maintenance mode is enabled and then disabled. For the instructions on how to enable or disable

Group-level SupportAssist maintenance mode, see Enable or disable group-level SupportAssist maintenance mode

on page 37.

Device-level SupportAssist maintenance mode

Device-level SupportAssist maintenance mode suspends alert processing and automatic case creation for a specific device. For all other monitored devices, SupportAssist continues to process alerts and create support cases, if the alerts qualify for case creation. Device-level SupportAssist maintenance mode is implemented as follows:

● Automated device-level maintenance mode —By default, if SupportAssist receives 10 or more valid hardware alerts within 60 minutes from a specific device, SupportAssist automatically places that device in maintenance mode. The device remains in maintenance mode for 30 minutes, enabling you to resolve the issue without creating additional support cases for the device. An email notification is also sent to the primary and secondary contacts. and the device displays the maintenance mode icon. After 30 minutes, the device is automatically removed from the maintenance mode, enabling SupportAssist to resume normal alert processing for the device. If required, you can retain the device in maintenance mode until you resolve the issue, by manually enabling maintenance mode. You can also remove a device from automated maintenance mode before the 30-minute period. For instructions to enable or disable the device-level maintenance mode, see

Enable or disable device-level SupportAssist maintenance mode

on page 37.

● Manual device-level maintenance mode —If you have a planned maintenance activity for a device, and do not want

SupportAssist to automatically create support cases, you can place that device in maintenance mode. After the maintenance activity is completed, you can remove the device from the maintenance mode, enabling SupportAssist to resume processing

alerts from the device normally. For instructions to enable device-level maintenance mode, see Enable or disable device-level

SupportAssist maintenance mode on page 37.

The global-level and device-level SupportAssist maintenance modes work independent of each other. For example:

SupportAssist maintenance mode 45

● If a device is placed in manual maintenance mode, the device continues to remain in manual maintenance mode even if global-level maintenance mode is enabled and then disabled.

● If a device is placed in automated maintenance mode, the device continues to remain in automated maintenance mode for 30 minutes even if the global-level maintenance mode is enabled and then disabled.

For the instructions on how to enable or disable Device-level SupportAssist maintenance mode, see

Enable or disable devicelevel SupportAssist maintenance mode

on page 37

46 SupportAssist maintenance mode

17

Alert policies in OpenManage Enterprise

SupportAssist

This chapter provides details on how SupportAssist processes alerts and automatically creates support cases.

Topics:

Which hardware faults does SupportAssist monitor?

What happens when a hardware issue is detected by SupportAsist?

How and where am I notified by OpenManage Enterprise SupportAssist about device alerts?

What is the response time for resolving my OpenManage Enterprise SupportAssist case?

What alerts open predictive support cases in advance of hardware failures?

What if I require assistance for deploying installing OpenManage Enterprise SupportAssist?

Alert threshold

First occurrence policies

Repeat occurrence policies

Which hardware faults does SupportAssist monitor?

SupportAssist has a smart hardware fault monitoring algorithm with thresholds to avoid false positives and duplication of actions. Not all hardware faults have immediate response actions. They are compared to persistent fault threshold values prior to responding with defined actions. Defined response actions include case creation, diagnostic execution, and log attachment.

● On Dell EMC PowerEdge servers, SupportAssist monitors for hardware faults, including memory, disk, power supply, controller, and other component failures.

● On Dell EMC Storage devices such as MD Series, PS Series, and SC Series, SupportAssist can integrate with OpenManage

Essentials to monitor faults such as disks, controllers, power supplies, cache batteries, and other component failures.

● On Dell EMC Networking switches previously known as PowerConnect and Force10, SupportAssist can monitor faults such as link failures or rising temperatures.

What happens when a hardware issue is detected by

SupportAsist?

When a fault occurs on a device with an active ProSupport or ProSupport Plus service entitlement, SupportAssist creates a new support case with Dell EMC Technical Support. You receive an email notification containing the case number for that Dell

EMC Service Tag, and then a support technician contacts you to resolve the issue. All subsequent faults on that Service Tag are appended to the same support case until the issues are resolved and the case is closed.

When a fault occurs on a system that does not have a ProSupport or ProSupport Plus service entitlement, SupportAssist does not create a new case with Dell EMC Technical Support. However, you receive an email notification stating that an error has occurred for a Service Tag, and that you may want to contact Dell EMC Technical Support for assistance.

How and where am I notified by OpenManage

Enterprise SupportAssist about device alerts?

For devices that are managed by a systems management console, alert notifications are displayed within the systems management console. You can also set up OpenManage Essentials or SCOM to send alert notifications automatically to you by email. For more information on setting up alert notifications in OpenManage Essentials, see the "Managing Alerts" and "Alerts

- Reference" chapters in the Dell OpenManage Essentials User's Guide at Dell.com/OpenManageManuals .

Alert policies in OpenManage Enterprise SupportAssist 47

Alert notifications in SupportAssist occur through automatic email notifications from Dell EMC Technical Support. If the device that generated the alert has a ProSupport or ProSupport Plus service entitlement, Dell Technical Support will also contact you by phone to assist you in resolving the issue. SupportAssist automates support case creation with Dell EMC. If the alerts generated by a device exceed the Dell EMC Support Services predefined alert threshold, a support case is automatically created. For information on the predefined alert thresholds, see

Alert threshold

on page 48

NOTE: SupportAssist sends automatic email notifications only for hardware alerts that would most likely create a support case when you contact Dell EMC Technical Support by phone or via Dell EMC TechDirect online case management.

What is the response time for resolving my

OpenManage Enterprise SupportAssist case?

A service request to open a support case with Dell EMC is created by SupportAssist at the time a given alert goes beyond the predefined threshold. The service request is created automatically, without you necessarily noticing the issue and then contacting Dell EMC. These service requests are then automatically sent and assigned to a Dell EMC Technical Support agent.

The agent accepts the service request and starts the resolution process

The response time for a support case created by SupportAssist is generally faster than that of a support case created by contacting Dell EMC Technical Support over phone. The support case is created at severity level which is important, but not urgent. If you consider that the support case requires more urgent attention, you may contact Dell EMC Technical Support.

For more information on the Dell Support agreement, see the Service Descriptions .

What alerts open predictive support cases in advance of hardware failures?

Predictive alerts are based on scheduled collections that are sent to Dell EMC. These collections are analyzed and compared so we can determine that a failure will occur with a high degree of certainty. Customers using SupportAssist will receive automated predictive case creation for server hardware (hard disk, backplane and expanders), provided the server has an active

ProSupport Plus service entitlement.

What if I require assistance for deploying installing

OpenManage Enterprise SupportAssist?

Many customers download and install OpenManage Enterprise SupportAssist without assistance from Dell EMC. For those wanting assistance, the ProDeploy Enterprise suite of services includes the enablement and configuration of OpenManage

Enterprise SupportAssist.

Alert threshold

The SupportAssist alert threshold specifies the criteria that must be satisfied for a support case to be created (or appended) in the Dell EMC Technical Support case management system.

Currently, there are two types of policies for determining the criteria for creating or appending a support case:

● First occurrence policies—These policies create or append a support case each time a specific alert is detected

● Repeat occurrence policies—These polices create or append a support case when a specific alert is detected a specific number of times within a specific duration

SupportAssist processes all alerts from OpenManage Essentials and SCOM, but a support case is created only if:

● SupportAssist policies qualify the alert for creating a support case

● SupportAssist is configured correctly to automatically create support cases

● The Service Tag has an active ProSupport, ProSupport Plus, ProSupport Flex for Data Center, and ProSupport One for Data

Center service entitlement at the time of the alert

For SupportAssist to create a support case, the alert must match a criteria in the alert policy defined in SupportAssist. Dell

EMC may change a policy for a specific alert within the alert policy for either the SupportAssist application or the back-end

48 Alert policies in OpenManage Enterprise SupportAssist

infrastructure at Dell EMC. This may be done from time to time, as Dell EMC Technical Support and Engineering continue to incorporate experience from support case data with all customers.

First occurrence policies

The first occurrence policies represent all hardware-related events. These events can be characterized as follows:

● Hardware issues that impact you from accessing applications or data

● Hardware issues that require a part replacement

● Hardware issues that may result in your data being lost or corrupted

● Violation of critical threshold values for sensors (fan, temperature, power, and so on)

Repeat occurrence policies

These polices represent critical, warning, or informational events. These events result in a support case, if the alert occurs several times within a specified duration.

Warning events

Typically, Dell EMC Technical Support monitors for warning and critical events that are redundant. A warning event indicates that you should schedule time to address the issue. These events can be characterized as follows:

● Hardware issues that have limited impact on your access to applications or data

● Missing devices

● Predictive events that indicate that the hardware is at a risk of failing

● Redundancy loss or degradation (typically 2 or less occurrences)

● Violation of warning threshold values for sensors (fan, temperature, power, and so on). These items typically have threshold

< 5 occurrences within a short time span

● Events that result in minor performance degradation in your applications or access to data

● Greater than 5 occurrences (high frequency of occurrence within a short time span)

○ Events in which the system fails to complete a requested action (utilization > 80%)

○ Network type of events

Informational events

● Hardware issues that have minimal impact on your access to applications or data

● Events which you can easily workaround

● Error recovery events

● Hardware inventory changes

● System and device setting changes

● Infrequent self-correcting events such as disk media errors or single-bit ECC

After a support case is created, SupportAssist collects system state information from the device and uploads it to Dell EMC.

NOTE: For devices that are covered by a Dell EMC Basic Support service entitlement or with an expired entitlement, a support case is not created, but the system state information is collected and uploaded to Dell EMC, provided SupportAssist is configured correctly.

Alert policies in OpenManage Enterprise SupportAssist 49

18

Error code appendix

The following table lists the error codes, error messages, and possible resolutions.

Table 4. Error code appendix

Error code Error message

Registration

SAE-010001

SAE-010002

SAE-010003

SAE-010006

SAE-010007

SAE-010008

SAE-010009

SAE-010010

SAE-010011

SAE-010012

SAE-010013

SAE-010015

SAE-010019

SAE-010020

SAE-010021

SAE-010022

SAE-010023

SAE-010024

SAE-010026

Possible resolution

This request has an invalid status.

Invalid request.

Registration for this client is already in progress.

The only available statuses are ENABLE or DISABLE.

The format of this request body must be a JSON.

Contact your network administrator for more information.

Reenter your access key and PIN and try to register again.

Encountered an error while trying to register

SupportAssist.

Unable to register SupportAssist because of an invalid access key and PIN.

The access key and PIN have already expired.

Reenter your access key and PIN, then try to register again.

Request for new access key and PIN, and then try again.

The access key and PIN have already been used.

Request for new access key and PIN, and then try again.

An error occurred while trying to register

SupportAssist.

Enter a new access key and PIN, and then try to register again.

An error occurred while trying to register

SupportAssist.

This client is already authenticated with Dell EMC backend.

An error occurred while updating your connectivity status.

An error occurred while updating your registration status of the gateway.

Cannot change your registration status until your access key and PIN have been authenticated.

Unable to retrieve the properties file.

Reenter your access key and PIN, then try to register again.

Try again later. If the problem persists, contact technical support.

Try again later, and if the issue persists, contact technical support.

Try again later, and if the issue persists, contact technical support.

Complete the authentication, and then try again.

An unknown error occurred while updating the registration.

This request has an invalid status.

Try again. If the issue persists, contact technical support.

Try again. If the issue persists, contact technical support.

The only available statuses are ENABLED, DISABLED, or DEREGISTERED.

Complete the registration, and then try again.

Cannot complete this operation until registration is completed.

Registration failed. An invalid client ID was sent from the client.

This client is already registered.

Check your request inputs, and then try again.

Try again later. If the problem persists, contact technical support.

50 Error code appendix

Table 4. Error code appendix (continued)

Error code

SAE-010027

SAE-010032

SAE-010033

SAE-010034

SAE-010035

SAE-010036

SAE-010039

SAE-010040

SAE-010041

SAE-010046

SAE-010047

SAE-010060

SAE-010063

SAE-010064

SAE-010065

SAE-010066

SAE-010068

SAE-010069

SAE-010070

SAE-010071

SAE-010074

SAE-010080

SAE-010081

Error message

This request is blocked until the client has completed registration with Dell EMC backend.

An error occurred while trying to log in to

TechDirect.

An error occurred while trying to reach your gateway.

The TechDirect integration failed due to an invalid input.

This OTP is no longer valid.

The TechDirect integration failed because of an

IDM service issue.

Cannot perform this action until this gateway is integrated with your Service Intelligence account.

Cannot complete this operation until

SupportAssist is registered.

The refresh token has expired.

The gateway server returned an empty response for this request.

A database error occurred while saving the registration ID.

Could not complete this operation due to an unknown database error.

Could not complete your client validation because of a server error.

Encountered an error and could not complete this action.

Could not validate this Access Key and PIN because the company name returned from this request was blank or invalid.

Editing the name of a company is not allowed.

An error occurred during validation.

This client is already registered.

Unable to validate your contact details with your gateway.

Unable to validate your shipping details.

Unable to complete this operation because the

SupportAssist plug-in was already removed from your gateway.

Cannot change this registration status of the gateway until its initial registration is finished.

Unable to complete this operation because of an error with the Dell EMC backend servers.

Possible resolution

Wait for the registration to complete and try again. If the problem persists, contact technical support.

Check your connection to the Internet, and then try again.

Check your connection to the Internet, and then try again. If the problem persists, contact technical support.

Check the details that are entered and try again.

Request a new OTP and try again.

Try again later. If the problem persists, contact technical support.

Integrate the gateway with your Service Intelligence account and try again.

Complete the registration, and then try again.

Log in again.

Review the request details and try again.

Try again later, and if the issue persists, contact technical support.

Try again later, and if the issue persists, contact technical support.

Try again later, and if the problem persists, contact technical support.

Try again later, and if the issue persists, contact technical support.

Check your entries and try again. If the issue persists, contact technical support.

Try again later. If the problem persists, contact technical support.

Check your entries and try again. If the issue persists, contact technical support.

Try again later. If the problem persists, contact technical support.

Check your entries and try again. If the problem persists, contact technical support.

Try again. If the problem persists, contact technical support.

Register and enable the plug-in, and then try again.

Complete your registration, and then try again.

Try again later. If the issue persists, contact technical support.

Error code appendix 51

Table 4. Error code appendix (continued)

Error code

SAE-010082

SAE-010083

SAE-010084

SAE-010085

SAE-010086

SAE-010087

SAE-010088

SAE-010089

SAE-010090

SAE-010091

SAE-010092

SAE-010111

SAE-010114

SAE-010116

SAE-010117

SAE-010118

SAE-010119

Error message

Unable to complete this operation because of a certificate error.

Unable to attempt this operation because connectivity is disabled.

Unable to complete this operation because of an unknown error.

Unable to complete this operation because of an unknown error.

Unable to complete this operation because of a certificate error.

Could not register SupportAssist because unable to reach the Dell EMC backend servers.

Unable to register because this access key is not associated with this model.

Unable to continue with the the registration because an error occurred during your gateway deployment.

Unable to continue with your registration because an error occurred during your gateway deployment.

An error occurred during registration.

An error occurred during registration because of a server issue.

Received an error from TechDirect and could not complete this action.

Received an error from TechDirect and could not complete this action.

Unable to retrieve the state information because of an invalid country code.

Unable to retrieve the city information because of an invalid country code.

Unable to retrieve the shipping information because of an invalid country code.

Cannot continue with the operation because of too many failed attempts.

Possible resolution

Restart the service, and then try again. If the issue persists, contact technical support.

Verify that your plug-in is enabled and try again. If the issue persists, contact technical support.

Try again later, and if the issue persists, contact technical support.

Check if your registration has completed, and then restart the service and try again. If the issue persists, contact technical support.

Restart the service, and then try again. If the issue persists, contact technical support.

Check your Internet connection and try again. If the issue persists, contact technical support.

Request an access key specific for this model and try again.

Start your deployment again. If the problem persists, contact technical support.

Restart the host system or virtual machine for your gateway and try again. If the problem persists, contact technical support.

Contact technical support for assistance.

Enter a new access key and PIN, and then try again.

Try again later. If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support.

Enter a valid country code and try again.

Enter a valid country code and try again.

Enter a valid country code and try again.

Wait for 15 minutes and try again.

Collections

SAE-030001

SAE-030002

SAE-030003

SAE-030004

Operation failed. Unable to perform the operation because an error occurred in the gateway.

Collection failed. The gateway could not attempt to collect this telemetry due to insufficient disk space.

Operation failed. This query failed to run in the database.

Operation failed. These queries failed to run in the database.

Try again later. If the problem persists, contact technical support.

Free the space and try again. If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support.

52 Error code appendix

Table 4. Error code appendix (continued)

Error code

SAE-030005

SAE-030006

SAE-030007

SAE-030008

SAE-030009

SAE-030010

SAE-030011

SAE-030012

SAE-030013

SAE-030014

SAE-030015

SAE-030016

SAE-030017

SAE-030018

SAE-030019

SAE-030020

SAE-030021

SAE-030022

SAE-030023

SAE-030024

SAE-030025

SAE-030026

SAE-030027

Error message

Collection failed. Unable to collect the device telemetry from the device.

Collection failed.

Operation failed. The gateway could not update the status of this collection in the database.

The gateway could not start this collection.

Possible resolution

Unable to collect the device telemetry from the device because the device is not available.

Retry the collection after a few minutes.

Try again later. If the problem persists, contact technical support.

The "purpose" field is required for multidevice collections, and the current value is either missing or invalid. Check your value, and try again.

Unable to run this collection.

Collection failed.

Move this device out of the Staging group, then try again.

This device is not available, so unable to attempt to collect telemetry from it.

This device does not support telemetry collection. Try again later. If the problem persists, contact technical support.

Operation failed. There are no associated records for this Job ID, so there is nothing to return.

Check your Job ID values and try again.

There are no collections in progress available to cancel for this device.

No records were found matching your search criteria.

Try again later. If the problem persists, contact technical support.

Update your search criteria and try again.

If the problem persists, contact technical support.

Operation failed. The gateway could not update the result of this collection in the database.

Operation failed. The gateway could not update the record of this collection in the database.

If the problem persists, contact technical support.

Operation failed. The gateway could not update the device-specific record of this collection in the database.

The gateway failed to cancel this collection of telemetry.

Operation failed.

The gateway has successfully canceled this collection of telemetry.

The gateway cannot attempt this operation without a collection age.

Unable to retrieve your telemetry due to an internal database error.

Operation failed. The device ID is missing.

Operation failed. The collection ID is missing.

If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support.

The gateway could not locate a record for this collection.

Try again later. If the problem persists, contact technical support.

Enter one, and then try again.

The gateway cannot attempt this operation without a valid collection age.

Ensure that the entry is not a null value, and then try again.

Operation failed. The start or end date is missing.

Enter the start and end date, and then try again.

Operation failed. No matching records were found for your search criteria.

Update your criteria and try again.

Try again later. If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support.

Error code appendix 53

Table 4. Error code appendix (continued)

Error code

SAE-030028

SAE-030029

SAE-030030

SAE-030031

SAE-030032

SAE-030033

SAE-030034

SAE-030035

SAE-030036

SAE-030037

SAE-030038

SAE-030039

SAE-030040

SAE-030041

SAE-030042

SAE-030043

SAE-030044

SAE-030045

SAE-030046

SAE-030047

Error message

Operation failed. The gateway cannot reach the

Discovery Service.

Operation failed because unable to retrieve the current customer registration details.

Operation failed. The gateway cannot communicate with the Registration Service.

Operation failed. The gateway cannot retrieve collection settings from application preferences.

Operation failed. The gateway cannot reach the

Preferences Service.

Operation failed. The gateway could not reach the

Inventory Service.

Operation failed. The gateway could not retrieve device details from the Inventory Service.

Operation failed. The gateway could not retrieve collections using the collection ID.

Operation failed. The gateway could not retrieve these outdated collections.

Operation failed. The gateway cannot retrieve the device ID from the collection device map.

Collection removal failed. The gateway could not delete these collections using their ID.

Collection removal failed. The gateway could not delete the collections from their file system.

Collection removal failed. The gateway could not delete the .zip files from the reports directory.

Operation failed. The gateway could not retrieve the collection using the device ID.

Operation failed. The gateway could not update the upload status of this collection in the database.

Collection upload failed.

Collection upload failed. The report size exceeds the maximum limit.

Collection failed. The gateway encountered an error creating a record in the database.

Collection failed. The gateway could not update the status of this record in the database.

Collection failed. The gateway could not retrieve this record due to an internal database error.

Possible resolution

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Try again later. If the problem persists, contact technical support.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Try again later. If the problem persists, contact technical support.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Try again later. If the problem persists, contact technical support.

This collection does not support uploading.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Try again later. If the problem persists, contact technical support.

54 Error code appendix

Table 4. Error code appendix (continued)

Error code

SAE-030048

SAE-030049

SAE-030050

SAE-030051

SAE-030052

SAE-030053

SAE-030054

SAE-030055

SAE-030056

SAE-030057

SAE-030058

SAE-030059

SAE-030060

SAE-030061

SAE-030062

SAE-030063

SAE-030064

SAE-030065

SAE-030066

Error message

Collection failed. The gateway could not delete this record due to an internal database error.

Collection upload failed. The gateway could not upload the collection results file to our servers.

Collection upload failed. The gateway cannot check the collection upload status.

Collection upload failed. The upload failed because of a server issue.

Collection upload failed. The collection results upload timed out.

Collection upload failed. The collection results file is unavailable.

Collection upload failed. The gateway could not finish uploading the collection results.

Collection upload failed. The gateway could not check the collection upload status.

Possible resolution

Try again later. If the problem persists, contact technical support.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Collection upload failed. The collection report file is not available in our servers.

Collection failed. The gateway cannot reach the

Connectivity Service.

Operation failed. The gateway cannot retrieve the collection attribute details for tree view.

Operation failed. The gateway cannot retrieve the collection attribute details because the object ID is missing.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Try again later. If the problem persists, contact technical support.

Operation failed. Unable to find data associated with this collection.

Operation failed. The gateway cannot retrieve the collection components for tree view.

Operation failed. The gateway cannot retrieve the structured logs for tree view.

Operation failed. The gateway cannot retrieve the structured logs because the object ID is missing.

Unable to start a new collection because either the collection is in progress or the collection was performed in last 24 hours.

Able to start this alert-based collection.

Ensure that the collection is not in progress and try again.

Collection failed. The gateway could not update the plug-in task ID in the database.

Try again later. If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support.

Error code appendix 55

Table 4. Error code appendix (continued)

Error code

SAE-030067

Error message

Collection failed. The gateway could not update the collection progress in the database.

SAE-030068

SAE-030069

SAE-030070

SAE-030071

SAE-030072

SAE-030073

SAE-030074

SAE-030075

SAE-030076

SAE-030077

SAE-030078

SAE-030079

SAE-030080

SAE-030081

SAE-030082

SAE-030083

SAE-030084

SAE-030085

SAE-030086

SAE-030087

SAE-030088

SAE-030089

Collection failed. The gateway could not update the error code for device collection.

Collection failed. The gateway could not complete an evidence collection.

Operation failed. An invalid evidence collection request.

The gateway could not retrieve the current status from the periodic collection table.

The gateway could not retrieve the start time for this periodic collection.

The gateway could not retrieve the device collection status from the collection device map table.

Operation failed. The gateway encountered an error updating the status of this collection in the database.

A scheduled periodic collection is already in progress.

The scheduled periodic collection has already run for this month.

The gateway failed to delete the data from this periodic collection.

The gateway failed to create a data entry from this periodic collection.

Operation failed. The gateway could not retrieve the asset list from the Inventory Service.

Collection failed. The gateway could not start this periodic collection.

Collection failed. The gateway received a null status from the plug-in service.

Collection failed. The gateway could not retrieve details on task progress for this collection.

Cannot perform this operation because of an invalid date range.

Operation failed. The format for start date or end date is invalid.

The gateway cannot perform this operation because of an invalid collection type filter.

Operation failed. The device type filter is invalid.

Operation failed. The collection purpose filter is invalid.

Operation failed. The collection status filter is invalid.

Operation failed. The "sort by" parameter is invalid.

Possible resolution

Try again later. If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support.

Your start date must be earlier than your end date.

Enter the start and end dates in the correct formation and try again.

Change the filter value and then try again.

Update this filter value, and then try again.

56 Error code appendix

Table 4. Error code appendix (continued)

Error code

SAE-030090

Error message

Operation failed. The "order by" parameter is invalid.

SAE-030091

SAE-030092

SAE-030093

SAE-030094

SAE-030095

SAE-030096

SAE-030097

SAE-030098

SAE-030099

SAE-030199

SAE-030101

SAE-030103

SAE-030104

SAE-030105

SAE-030106

SAE-030107

SAE-030200

SAE-030201

SAE-030300

SAE-030301

SAE-030302

SAE-030303

SAE-030304

Possible resolution

Operation failed. The service tag value is invalid.

Operation failed. The hostname or IP address is invalid.

Operation failed. Invalid limit parameter.

Operation failed. Invalid offset parameter.

Enter a valid service tag, and then try again.

Enter a valid hostname and IP address, and then try again.

Change the limit parameter, and then try again.

Change the offset parameter, and then try again.

Operation failed. Invalid index parameter.

Operation failed. The gateway could not interact with the Case Domain Service.

Change your index parameter, and then try again.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Try again later. If the problem persists, contact technical support for assistance.

Operation failed. The gateway could not transfer the collection file to MFT.

Operation failed. The gateway could not retrieve the job ID from the periodic collection table.

Operation failed. The gateway could not retrieve asset IDs from the periodic collection table.

The gateway is collecting telemetry from this device.

The upload of collected telemetry data has not started.

The report for collected telemetry has been updated.

Operation failed. The gateway could not reach a required server to upload the file.

Operation failed. The gateway could not reach a required server to check the status of the uploaded file.

An error occurred while parsing the certificate.

The device certificate is required and cannot be null or empty.

An upgrade is in progress.

Operation failed. The column filter parameter is invalid.

Unable to run this operation because no assets can run frequent collections.

Unable to start data analytics collection. There was an unexpected error occurred.

Unable to start data analytics collection. The gateway could not retrieve assets by property.

Try again once it is completed.

Wait for a few minutes. If the problem persists, contact technical support for assistance.

Try again later. If the problem persists, contact technical support.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Check the gateway connectivity to Dell EMC backed.

If the problem persists, contact technical support for assistance.

Try again later. If the problem persists, contact technical support for assistance.

Try again later. If the problem persists, contact technical support.

Try again once it is completed.

Upload failed. An upgrade is currently in progress.

Try again once it is completed. .

A scheduled data analytics collection is already in progress.

Try again once it is completed.

Enter a valid column filter and try again.

Try again later. If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support for assistance.

Try again later. If the problem persists, contact technical support for assistance.

Error code appendix 57

Table 4. Error code appendix (continued)

Error code

SAE-030400

SAE-030401

SAE-030402

SAE-030500

SAE-030501

SAE-030502

SAE-030503

SAE-030504

SAE-030505

SAE-030507

SAE-030508

SAE-030509

SAE-030510

SAE-030511

SAE-030512

SAE-030513

SAE-030514

Error message

The gateway could not start this download.

The gateway could not start this download.

The gateway could not start this download. A file detail parameter is required to download this file.

Collection failed. This device is not reachable.

Possible resolution

The file is not available.

The file type is not supported.

Enter one, and then retry this request.

Collection failed. This device has an invalid IP address.

Collection failed. This device is not reachable.

Collection failed. This device has an invalid IP address.

Collection failed. The gateway could not download a certificate file from this device.

The gateway cannot gather telemetry from this device.

The gateway cannot gather some telemetry from this device.

Check if you can reach this device from the gateway.

If you can access this device, retry the collection. To retry the collection, select the device, and then click

Start Collection .

Enter a valid IP address for this device in the gateway. To retry the collection, select the device, and then click Start Collection .

Check if you can reach this device from the gateway.

If you can access this device, retry the collection. To retry the collection, select the device, and then click

Start Collection .

Enter a valid IP address for this device in the gateway. To retry the collection, select the device, and then click Start Collection .

Check your firewall and network settings and ensure that you can download certificate files, and then retry the collection. To retry the collection, select the device, and then click Start Collection .

The SSL encryption level of the device is set to 256 bits or higher.

The view the list of sections that may have incomplete information, download the collection file and click the Section Status tab.

The gateway cannot collect all telemetry data from this device because the collection process exceeded the time limit.

The gateway has successfully collected all telemetry from this device.

Connection error. The gateway could not connect to the device.

Retry the collection. To retry the collection, select the device, and then click Start Collection .

Retry the collection. To retry the collection, select the device, and then click Start Collection . If the problem persists, contact technical support for assistance.

Try again later. If the problem persists, contact technical support for assistance.

Unknown error. The gateway could not package telemetry from this device.

Collection error. The gateway could not collect telemetry from this device because of an unknown error.

Retry the collection. To retry the collection, select the device, and then click Start Collection . If the problem persists, contact technical support for assistance.

Connection error. The gateway could not connect to the device.

Check your login credentials for the device in the gateway and that their associated user has admin or elevated privileges on the device.

Check your login credentials for the device in the gateway and that their associated user has admin or elevated privileges on the device and then retry the collection. To retry the collection, select the device, and then click Start Collection . If the problem persists, contact technical support for assistance.

Collection failed. This device either has incorrect credentials, or restricted privileges.

Check the login and password for this device in the gateway and ensure that the user account has

58 Error code appendix

Table 4. Error code appendix (continued)

Error code

SAE-030515

SAE-030518

SAE-030520

SAE-030521

SAE-030522

SAE-030523

SAE-030524

SAE-030525

SAE-030526

SAE-030527

SAE-030528

SAE-030529

SAE-030530

SAE-030531

Error message

Connection error. The gateway could not connect to the device.

Connection error. The gateway could not connect to the device.

Connection error. The gateway could not connect to the device.

Connection error. The gateway could not connect to the device.

Collection failed. Unable to reach the device.

Collection failed. The gateway could not validate the SSH host key validation.

Collection failed. The optional credentials of the device are not present.

Collection failed. The gateway could not retrieve telemetry from this device because of a bad request.

Collection failed. The gateway could not connect to this device because the required ports are not open.

Collection failed. Device identification failed.

Collection failed. The type that is chosen for this device is incorrect.

Collection failed. The type for this device is null or missing.

Collection failed. The type of device does not support collection of telemetry.

Collection failed. The gateway could not find the request URI.

Possible resolution admin/root privileges for the device. To retry the collection, select the device, and then click Start

Collection .

Check your login credentials for the device in the gateway and that their associated user has admin or elevated privileges on the device and then retry the collection. To retry the collection, select the device, and then click Start Collection . If the problem persists, contact technical support for assistance.

Check your login credentials for the device in the gateway and that their associated user has admin or elevated privileges on the device and then retry the collection. To retry the collection, select the device, and then click Start Collection . If the problem persists, contact technical support for assistance.

Check your login credentials for the device in the gateway and that their associated user has admin or elevated privileges on the device and then retry the collection. To retry the collection, select the device, and then click Start Collection . If the problem persists, contact technical support for assistance.

Check that the SSH service is running on the device and retry the collection. To retry the collection, select the device, and then click Start Collection .

If the problem persists, contact technical support for assistance.

Check the login and password for this device in the gateway and ensure that the user account has admin/root privileges for the device. To retry the collection, select the device, and then click Start

Collection .

Try again later. If the problem persists, contact technical support for assistance.

Update your device credentials and retry the collection. To retry the collection, select the device, and then click Start Collection .

Try again later. If the problem persists, contact technical support for assistance.

Update the device type and retry the collection. To retry the collection, select the device, and then click

Start Collection .

Try again later. If the problem persists, contact technical support.

Error code appendix 59

SAE-070000

SAE-070001

SAE-070002

SAE-070003

SAE-070004

SAE-070005

SAE-070006

SAE-070007

SAE-070008

SAE-070009

SAE-070010

SAE-070011

SAE-070012

SAE-070013

SAE-070014

SAE-070015

SAE-070016

SAE-070017

Table 4. Error code appendix (continued)

Error code

SAE-030532

SAE-030533

SAE-030534

Error message

Collection failed. The gateway requires proxy authentication to reach this device.

Collection failed. The gateway could not retrieve telemetry from this device because of a bad request.

Collection failed. The gateway could not retrieve telemetry from one or more devices.

Possible resolution

Check your proxy details for this device, then rerun the collection by selecting this device and clicking

"Start Collection."

Try again later. If the problem persists, contact technical support for assistance.

For more information about the failure, download the collection file and click the Section Status tab.

Cases

SAE-071000 Register your installation of SupportAssist to view current alerts.

Your request has an invalid name entry.

Your request has an invalid offset entry.

Your request has an invalid limit.

Your request has an invalid index value.

Your request has an invalid sort query.

Your request has an invalid order query.

Your request has an invalid device type.

Your request has an invalid event source.

Your request has an invalid service contract.

Your request has an invalid Service Tag.

Your request has an invalid case number.

Your request has an invalid case status.

Your request has an invalid hostname/IP address.

Your request has an invalid attributes name.

Your request has an invalid case title.

Your request had some invalid inputs.

Your request included an invalid case operation.

Remove any invalid characters in the notes section.

An unexpected error occurred.

Try again later. If the problem persists, contact technical support.

Check your values and try again. For more information about RESTful APIs exposed by

OpenManage Enterprise SupportAssist, see Dell

Developer Portal .

For more information about RESTful APIs exposed by OpenManage Enterprise SupportAssist, see Dell

Developer Portal .

Try again later. If the problem persists, contact Tech

Support for assistance.

SAE-070101

SAE-070102

SAE-070103

SAE-070104

SAE-070105

SAE-070106

SAE-070107

SAE-070108

SAE-070109

SAE-070110

60 Error code appendix

Table 4. Error code appendix (continued)

Error code Error message

SAE-070111

SAE-070112

SAE-070113

SAE-070114

SAE-070115

SAE-070116

SAE-070153

SAE-070154

SAE-070155

SAE-070156

SAE-070157

SAE-070158

SAE-070201 Enter a valid Operation Type to continue.

SAE-070202

SAE-070203

SAE-070204

SAE-070205

SAE-070206

SAE-070207

SAE-070208

SAE-070209

SAE-070214

SAE-070301

SAE-070302

SAE-070303

SAE-070304

SAE-070305

SAE-070306

SAE-070307

SAE-070308

SAE-070309

Possible resolution

Enter a valid case ID to continue.

The character limit has exceeded the max limit of

7500.

An unknown error is occurred.

For more information about RESTful APIs exposed by OpenManage Enterprise SupportAssist, see Dell

Developer Portal .

For more information about RESTful APIs exposed by OpenManage Enterprise SupportAssist, see Dell

Developer Portal .

Remove some characters to continue.

This action is not allowed for a case with this current status.

It is not supported because the source of this event is not SupportAssist.

This action is not available on a closed case.

Issue with your connection.

This action is not allowed on a dummy case.

An unexpected error occurred.

An unexpected error occurred.

Try again after a few minutes. If problem persists, contact technical support.

Refresh to see the current status of the case and try again.

For more information about RESTful APIs exposed by OpenManage Enterprise SupportAssist, see Dell

Developer Portal .

None.

Check your Internet connection and proxy settings, and then try again. If the problem persists, contact technical support.

None.

Try again later. If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support.

Error code appendix 61

SAE-070500

SAE-070501

SAE-070502

SAE-070503

SAE-070504

SAE-070505

SAE-070506

SAE-070507

SAE-070508

SAE-070509

SAE-070510

SAE-070511

SAE-070512

SAE-070513

SAE-070514

SAE-070515

Table 4. Error code appendix (continued)

Error code Error message

SAE-070310

SAE-070311

SAE-070312

SAE-070313

SAE-070314

SAE-070315

SAE-070316

SAE-070317 Request timed out. Either the server is not reachable or there is an issue with your connection.

An unexpected error occurred.

SAE-070400

SAE-070401

SAE-070402

SAE-070403

SAE-070404

SAE-070405

SAE-070406

SAE-070407

SAE-070408

An unexpected error occurred.

An unexpected error occurred.

SAE-071001

SAE-071002

SAE-071004 Unable to complete the operation. Request timed out.

Possible resolution

Check your Internet connection and proxy settings, and then try again. If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support.

Try again later. If the problem persists, contact technical support.

Try again. If the problem persists, contact technical support.

62 Error code appendix

SAE-074012

SAE-074013

SAE-074014

SAE-074015

SAE-074016

SAE-074017

SAE-074018

SAE-074019

SAE-074020

SAE-074021

SAE-074022

SAE-074023

SAE-074024

Table 4. Error code appendix (continued)

Error code

SAE-071005

SAE-074001

SAE-074002

SAE-074003

SAE-074004

SAE-074005

SAE-074006

SAE-074007

SAE-074008

Error message

Unable to retrieve one or more cases.

Asset not found. Received an alert from a device that is not currently monitored by SupportAssist.

Alert that is received from an inactive or staging device.

An error occurred while displaying this alert.

An error occurred while displaying this alert.

An error occurred while displaying this alert.

Possible resolution

Try again later. If the problem persists, contact technical support.

To monitor the device from which you receive the alert, add the device.

Move this device back to an active state to reenable monitoring for it.

Try again later. If the problem persists, contact technical support.

Try and update the configuration of SupportAssist to avoid this issue in the future.

Try again later. If the problem persists, contact technical support.

SAE-074009

SAE-074009

SAE-074010

SAE-074011

An error occurred while displaying this alert.

This alert was not available because monitoring is disabled on this device.

This alert was not available because it is not present in the policy file.

This alert cannot be viewed until your installation of SupportAssist is registered.

An unknown error occurred.

Encountered an error that is related to maintenance mode.

An unknown error occurred.

Disable maintenance mode to avoid this error.

Enable monitoring on the device and try again.

None.

Register SupportAssist with Dell EMC backend and try again.

Try again after a few minutes. If the problem persists, contact technical support.

Disable the maintenance mode to avoid similar type of errors.

Try again after a few minutes. If the problem persists, contact technical support.

SAE-074025

SAE-074026

SAE-074027

Case status in progress

Case status in success

A connection issue has occurred.

Unable to create a case.

Unable to create a case.

Unable to create a case.

None.

None.

Check your Internet connection and proxy settings, and then try again. If the problem persists, contact technical support.

Contact technical support to manually create a case.

Contact technical support check the status of your service tag.

Contact technical support to manually create a case.

Error code appendix 63

Table 4. Error code appendix (continued)

Error code

SAE-074028

Error message

Unable to create a case.

SAE-074029 An error related to maintenance mode has occurred.

An unknown error occurred.

SAE-074600

SAE-074601

Possible resolution

Contact technical support to check the status of your service tag.

Disable maintenance mode to avoid similar type of errors.

Try again after a few minutes. If the problem persists, contact technical support.

64 Error code appendix

19

Accessing support content from the Dell

EMC support site

Access supporting content related to an array of systems management tools using direct links, going to the Dell EMC support site, or using a search engine.

● Direct links:

○ For Dell EMC Enterprise Systems Management and Dell EMC Remote Enterprise Systems Management— https:// www.dell.com/esmmanuals

○ For Dell EMC Virtualization Solutions— www.dell.com/virtualizationsolutions

○ For Dell EMC OpenManage— https://www.dell.com/openmanagemanuals

○ For iDRAC— https://www.dell.com/idracmanuals

○ For Dell EMC OpenManage Connections Enterprise Systems Management— https://www.dell.com/

OMConnectionsEnterpriseSystemsManagement

○ For Dell EMC Serviceability Tools— https://www.dell.com/serviceabilitytools

● Dell EMC support site:

1. Go to https://www.dell.com/support .

2. Click Browse all products .

3. From the All products page, click Software , and then click the required link.

4. Click the required product and then click the required version.

Using search engines, type the name and version of the document in the search box.

Accessing support content from the Dell EMC support site 65

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