Dell SupportAssist Enterprise 1.x software User's guide

Installing SupportAssist Enterprise .

3. Install SupportAssist Enterprise. See

4. (Optional) Complete the registration of SupportAssist Enterprise. See Registering SupportAssist Enterprise

CAUTION: Completing the registration is a prerequisite to receive the full benefits of SupportAssist

Enterprise. Without registration, you can only use SupportAssist Enterprise to manually start the collection of system information from your devices. Until registration is completed, SupportAssist Enterprise can neither monitor your devices for hardware issues nor automatically collect system information.

5. Perform the following if you want SupportAssist Enterprise to monitor the local system for hardware issues:

a. Install or upgrade OpenManage Server Administrator (OMSA) on the local system. See Installing or upgrading OMSA by using SupportAssist Enterprise

b. Configure the SNMP settings of the local system. See

Configuring SNMP settings by using SupportAssist Enterprise

c. Enable SupportAssist Enterprise to monitor hardware issues that may occur on the local system. See

6. (Optional) Update the contact information to include a secondary SupportAssist Enterprise contact and a parts dispatch address. See

Setting up SupportAssist Enterprise for the local system

Getting started with SupportAssist Enterprise 15

Setting up SupportAssist Enterprise for remote devices

Adding remote device in SupportAssist Enterprise prepares SupportAssist Enterprise to monitor hardware issues and collect system information from those devices.

To set up SupportAssist Enterprise for remote devices:

1. Ensure that you have completed the steps listed in

2. (Optional) If you want to manage a set of devices as a group, create one or more device groups based on your preference.

See

Device grouping

3. Add remote devices in SupportAssist Enterprise. See

5. (Optional) If you have more than 4,000 devices, set up Remote Collectors. See Remote Collectors

4. (Optional) Set up an adapter to inventory and add devices from OpenManage Essentials or Microsoft System Center

Operations Manager (SCOM). See

Adapters

6. (Optional) If your company utilizes an SMTP server (email server), configure the SMTP server settings in SupportAssist

Enterprise. See

Configuring the SMTP server settings

7. (Optional) If you want to manage SupportAssist Enterprise alerts in TechDirect, set up TechDirect. See

Managing

SupportAssist Enterprise alerts in TechDirect .

Evaluating SupportAssist Enterprise

SupportAssist Enterprise has several configuration settings that you can enable or disable to evaluate the monitoring and system information collection capabilities.

Evaluating the monitoring capability

You can disable SupportAssist Enterprise from monitoring some specific devices or all devices.

When you disable monitoring of a specific device, SupportAssist Enterprise does not process alerts that are received from that device. Therefore, even if a hardware issue may occur on the device, SupportAssist Enterprise does not open a support case automatically. For instructions to disable monitoring of a specific device, see

Enabling or disabling device-level maintenance mode

You can also temporarily disable monitoring of a specific device by placing the device in maintenance mode. Placing a device in maintenance mode ensures that SupportAssist Enterprise does not process alerts received from the device during a planned maintenance activity. For instructions to place a device in maintenance mode, see

If necessary, you can disable SupportAssist Enterprise from monitoring all your devices by placing all your devices in

maintenance mode. For instructions to place all your devices in maintenance mode, see Enabling or disabling global-level maintenance mode .

Evaluating the system information collection capability

By default, SupportAssist Enterprise automatically collects system information from all devices at periodic intervals, and also when a support case is created. The collected system information is then sent securely to Dell. For information on the system information collected by SupportAssist Enterprise from devices, see

System information collected by SupportAssist Enterprise

You can also view the system information that is collected by SupportAssist Enterprise. For information on viewing the collected data, see

Viewing the collected system information

If the security policy of your company restricts sending some of the collected system information outside of your company network, you can use the following configuration options available in SupportAssist Enterprise:

● You can disable the collection of identity information from all devices. See

Enabling or disabling the collection of identity information .

● You can disable the collection of software information and the system log from certain devices. See

Enabling or disabling the collection of software information and the system log

● You can disable the periodic collection of system information from all devices. See

Enabling or disabling the periodic collection of system information from all devices

16 Getting started with SupportAssist Enterprise

● You can disable the automatic collection of system information when a support case is created. See

Enabling or disabling the automatic collection of system information .

● You can also prevent the upload of collections. See

Disabling the automatic upload of collections .

NOTE: In most cases, part or all of the system information collected by SupportAssist Enterprise is required by Technical

Support to properly diagnose issues and provide an appropriate resolution. To receive the full benefits of SupportAssist

Enterprise, you must enable all the system information collection options.

Downloading the SupportAssist Enterprise installation package

Prerequisites

The system must have internet connectivity.

About this task

Installation of SupportAssist Enterprise is supported on a virtual machine or a PowerEdge server running either a Windows or

Linux operating system. You can download the appropriate installation package depending on the operating system running on the server where you want to install SupportAssist Enterprise.

Steps

1. Visit https://www.Dell.com/SupportAssist .

The Dell SupportAssist portal is displayed.

2. In the Available Versions section, click the Learn More link that is displayed under SupportAssist for Enterprise

Systems .

The SupportAssist for enterprise systems page is displayed.

3. In the Downloads section, under SupportAssist Enterprise , do one of the following based on the installation package that you want to download:

● For the Windows installation package, click the SupportAssist Enterprise Windows management server link.

● For the Linux installation package, click the SupportAssist Enterprise Linux management server link.

The Drivers Details page is displayed in a new web browser window.

4. In the Available formats section, click the Download File link that is displayed under File Format: Application .

Download of the SupportAssist Enterprise installation package is initiated.

Installing, Upgrading, or Migrating to SupportAssist

Enterprise

Installing SupportAssist Enterprise enables you to receive the automated support capabilities for your Dell server, storage, and networking devices.

● If you are installing SupportAssist Enterprise for the first time, perform one of the following:

○ Install SupportAssist Enterprise by using the SupportAssist Enterprise installation package. For more information, see

Installing SupportAssist Enterprise by using the SupportAssist Enterprise installation package

○ Install SupportAssist Enterprise by using the OpenManage Essentials installation package. For more information, see

Installing SupportAssist Enterprise by using the OpenManage Essentials installation package

The following table provides information about the supported upgrade or migration paths.

Table 2. Upgrading and migrating to SupportAssist Enterprise

If you have installed… Do this…

SupportAssist Enterprise version 1.0 or 1.1

Upgrade to SupportAssist Enterprise version 1.2. For more information, see

Upgrading SupportAssist Enterprise .

SupportAssist for Dell OpenManage Essentials version 2.3 or later

Migrate to SupportAssist Enterprise version 1.2. For more information, see

Migrating to SupportAssist Enterprise

Getting started with SupportAssist Enterprise 17

Table 2. Upgrading and migrating to SupportAssist Enterprise (continued)

If you have installed…

SupportAssist for Microsoft System Center Operations

Manager Version 1.1

Do this…

Minimum requirements for installing and using

SupportAssist Enterprise

The following sections describe the minimum hardware, software, and networking requirements for installing and using

SupportAssist Enterprise.

Hardware requirements

The hardware requirements for installing and using SupportAssist Enterprise vary depending on:

● The number of devices you want to monitor

● The SupportAssist Enterprise functionality you want to use — collection of system information only or both monitoring and collection of system information

You can install SupportAssist Enterprise on a virtual machine or on a 9th or later generation PowerEdge server.

The following table provides a summary of the minimum hardware requirements on the server where you want to install

SupportAssist Enterprise.

Table 3. Hardware requirements for installing and using SupportAssist Enterprise

Requirement

For collection of system information from a single device

Processor

1 core

Installed memory (RAM)

4 GB

Hard drive (free space)

1 GB

4 GB 4 GB For monitoring and collection of system information from up to 20 devices

2 cores

For monitoring and collection of system information from up to 100 devices

4 cores

For monitoring and collection of system information from up to 300 devices

4 cores

For monitoring and collection of system information from up to 1000 devices

8 cores

For monitoring and collection of system information from up to 4000 devices

8 cores

8 GB

16 GB

12 GB

32 GB

60 GB

90 GB

NOTE: You can extend the monitoring and collection capabilities of SupportAssist Enterprise for up to 15,000 devices by setting up multiple remote collectors. For more information on setting up Remote Collectors,

Using extensions .

NOTE: For monitoring more than 100 devices in your environment, Dell recommends that you install SupportAssist

Enterprise on server that meets the specified hardware requirements. Periodic collections (required for ProSupport Plus reporting) from more than 100 devices may result in a high processor or memory utilization on the monitoring server. This high resource utilization may affect other applications that are running on the monitoring server, if the resources are shared with other applications.

18 Getting started with SupportAssist Enterprise

The following table provides a summary of the minimum hardware requirements on the server running SupportAssist Enterprise for performing multiple device collections.

Table 4. Hardware requirements for performing multiple device collections

Requirement

For performing a multiple device collection from up to

30 devices

Processor

2 cores

Installed memory (RAM)

4 GB

For performing a multiple device collection from up to

50 devices

For performing a multiple device collection from up to

100 devices

For performing a multiple device collection from up to

300 devices

4 cores

8 cores

8 GB

16 GB

Hard drive (free space)

8 GB

15 GB

25 GB

75 GB

NOTE: Performing a multiple device collection for Deployment, System Maintenance, or Consulting purposes may result in high system resource utilization at irregular intervals.

Software requirements

You can install SupportAssist Enterprise on a supported Windows or Linux operating system. After installing SupportAssist

Enterprise, you can view the SupportAssist Enterprise user interface by using a web browser. The following section provides information about the operating system requirements for installing and using SupportAssist Enterprise.

Operating system requirements

The following sections provide the list of Windows and Linux operating systems that support the installation of SupportAssist

Enterprise.

Windows operating systems

NOTE: SupportAssist Enterprise can only be installed only on 64-bit operating systems.

● Microsoft Windows Server 2008 R2 SP1 Standard, Enterprise, and Datacenter

● Windows Server 2012 R2 Standard and Datacenter

● Windows Server 2012 Standard, Essentials, and Datacenter

● Windows Server 2016 Standard, Essentials, and Datacenter

● Windows 2008 Small Business Server

● Windows 2011 Small Business Server

● Windows Server Core 2012

● Windows Server Core 2012 R2

● Windows Server Core 2016

NOTE: SupportAssist Enterprise can also be installed on a Microsoft Windows domain controller.

Linux operating systems

● Red Hat Enterprise Linux 7.

● Red Hat Enterprise Linux 6.

● Red Hat Enterprise Linux 5.

● CentOS 7.

● CentOS 6.

Getting started with SupportAssist Enterprise 19

● Novell SUSE Linux Enterprise Server 12 SP1

● Novell SUSE Linux Enterprise Server 12 SP2

● Novell SUSE Linux Enterprise Server 12 SP3

● SUSE Linux Enterprise Server 12

● SUSE Linux Enterprise Server 11 SP4

● SUSE Linux Enterprise Server 10 SP4

● Oracle Linux 7.

● Oracle Linux 6.

● Debian 7.

● Debian 8.

● Debian 9.

● Ubuntu 14.

● Ubuntu 16.04.

NOTE: Installation of SupportAssist Enterprise is not supported on Red Hat Enterprise Linux 6.6.

Web browser requirements

To view the SupportAssist Enterprise user interface, one of the following web browsers is required:

● Internet Explorer 10 or later

● Mozilla Firefox 31 or later

● Google Chrome 59 or later

● Microsoft Edge 38 or later

NOTE: Transport Layer Security (TLS) version 1.1 or later must be enabled on the web browser.

NOTE: To open SupportAssist Enterprise by using Internet Explorer:

● In the Security tab, enable Active Scripting .

● In the Advanced tab, enable Play animations in web pages .

Network requirements

The following are the network requirements on the local system (the server where SupportAssist Enterprise is installed) and remote devices.

● Internet connection — standard 1 GbE network or faster.

● The local system must be able to communicate with the SupportAssist server hosted by Dell over HTTPS protocol.

● The local system must be able to connect to the following destinations:

○ https://apidp.dell.com

and https://api.dell.com — end point for the SupportAssist server hosted by Dell.

○ https://is.us.dell.com/FUS/api/2.0/uploadfile — the file upload server where the collected system information is uploaded.

○ https://is.us.dell.com/FUSCHUNK/api/1.0/file/uploadChunk — the file upload server where the collection files greater than 10 MB in size are uploaded.

○ https://downloads.dell.com/ — for downloading Dell OpenManage Server Administrator (OMSA) and receiving new

SupportAssist Enterprise release information, policy files, and product support files.

The following table lists the network bandwidth requirements for monitoring and collecting system information from devices.

Table 5. Network bandwidth requirements

Requirement

For collection of system information from a single device

LAN bandwidth*

10 Mbps

For monitoring and collection of system information from up to 20 devices

0.5 Gbps

WAN bandwidth**

5 Mbps

10 Mbps

20 Getting started with SupportAssist Enterprise

Table 5. Network bandwidth requirements (continued)

Requirement

For monitoring and collection of system information from up to 100 devices

LAN bandwidth*

0.5 Gpbs

For monitoring and collection of system information from up to 300 devices

0.5 Gpbs

1 Gpbs For monitoring and collection of system information from up to

1000 devices

For monitoring and collection of system information from up to

4000 devices

1 Gpbs

WAN bandwidth**

10 Mbps

20 Mbps

* Network bandwidth required for monitoring and collecting system information from devices within a single site.

** Network bandwidth required for monitoring and collecting system information from devices that are distributed across multiple sites.

The following table lists the ports that must be open on the local system.

135

162

443

Table 6. Network port requirements on the local system

Port

Direction

Out

Usage

For adding the local system running a Linux operating system and for collecting system information

25 Out

1311

5700

Out

5701, 5702, 5703, and 5704

5706 In

Out

For SMTP communication (required for SupportAssist Enterprise to send certain email notifications through the SMTP server utilized by your company)

For HTTP communication

For adding the local system running Windows (WMI) and to collect system information

For receiving alerts (SNMP traps) from remote devices

For Secure Socket Layer (SSL) communication, WS-Man communication, and verifying

SupportAssist Enterprise update information

For Dell OpenManage Server Administrator (OMSA) communication

For opening SupportAssist Enterprise securely (HTTPS) from a remote system

For collecting system information from devices

9099

61616

For IPMI communication with iDRACs that are present in a Microsoft Azure Stack environment

For opening SupportAssist Enterprise (HTTP) from the local system

For processing SupportAssist Enterprise tasks

The following table lists the ports that must be open on remote devices that you want to monitor or collect system information by using SupportAssist Enterprise.

Table 7. Network port requirements on remote devices

Device Type

Server /

Hypervisor

Port

Usage

For adding a remote device running a Linux operating system and to collect system information

135

161

For adding a remote device running Windows (WMI) and to collect system information

For forwarding alerts (SNMP traps) to the local system

Getting started with SupportAssist Enterprise 21

Table 7. Network port requirements on remote devices (continued)

Device Type Port

443

Usage

For Secure Socket Layer (SSL), WS-Man, and VMware web services communication iDRAC

1311

443

161

623

161

For OMSA communication

For Secure Socket Layer (SSL) and WS-Man communication

For forwarding alerts (SNMP traps) to the local system

For IPMI communication with iDRACs that are present in a Microsoft Azure Stack environment

For adding the device and to collect system information

For forwarding alerts (SNMP traps) to the local system

Storage PS

Series or

EqualLogic

Storage MD

Series or

PowerVault

Storage SC

Series or

Compellent

Fluid File System

(FluidFS)

Networking

2463

443

For adding the device and to collect system information

22 and 44421 For adding the device and to collect system information

Chassis

Software

Solution

161

443

135

443

For adding the device and to collect system information

For forwarding alerts (SNMP traps) to the local system

For adding the device and to collect system information

For forwarding alerts (SNMP traps) to the local system

For adding a device running HIT Kit for VMware and to collect system information

For adding a device running VMware vCenter and to collect system information

For adding a device running SCVMM and to collect system information

For adding a device running SAN HQ and to collect system information

For adding a Web-Scale Converged Appliance and to collect system information

Installing SupportAssist Enterprise

About this task

You can install SupportAssist Enterprise by using either the SupportAssist Enterprise installer package or the OpenManage

Essentials installer package. The following sections provide the instructions to install SupportAssist Enterprise on Windows or

Linux operating systems.

NOTE: For SupportAssist Enterprise installation on Linux operating systems only: When installed on a Linux operating system, servers running a Windows operating system can only be added in SupportAssist Enterprise with the

device type as iDRAC. For instructions to add an iDRAC, see Adding an iDRAC

Operating system considerations for installing SupportAssist

Enterprise

The features available in SupportAssist Enterprise vary based on the operating system where SupportAssist Enterprise is installed. The complete features of SupportAssist Enterprise are available only when SupportAssist Enterprise is installed on a

Windows operating system. The following table provides a comparison of the available features when SupportAssist Enterprise is installed on a Windows or Linux operating system.

22 Getting started with SupportAssist Enterprise

Table 8. Features available based on the operating system where SupportAssist Enterprise is installed

Feature

Maximum device support

Windows

Up to 15, 000 devices

Linux

Up to 15,000 devices

Adding devices Adding all device types is supported

Supported on Windows and Linux operating systems

Adding all device types is supported, except for:

● Servers running Windows

● SCVMM

● SAN HQ

Supported on Linux operating systems only

Installing or upgrading OMSA on a remote server through SupportAssist

Enterprise

Set up Remote Collectors to enable a remote device to collect and upload system information to Dell

Set up adapters to inventory and add devices that are managed by

OpenManage Essentials, Microsoft

System Center Operations Manager, or

OpenManage Enterprise - Tech Release

Supported

Supported (For OpenManage Enterprise only)

NOTE: For more information about setting up adapters and Remote Collectors, see

Using Extensions .

Installing SupportAssist Enterprise by using the SupportAssist

Enterprise installer package

Installing SupportAssist Enterprise on Windows

Prerequisites

●

Download the SupportAssist Enterprise installation package for Windows operating systems. See Downloading the

SupportAssist Enterprise installation package

● Log in to the system with Administrator privileges.

● The system must meet the requirements for installing SupportAssist Enterprise. See

Minimum requirements for installing and using SupportAssist Enterprise

Steps

1. Right-click the SupportAssist Enterprise installer package and then click Run as administrator .

NOTE: Microsoft User Access Control (UAC) requires that the installation is performed with elevated privileges that are obtained only through the Run as administrator option. If you are logged in to the system as an administrator, double-click the installer package to install SupportAssist Enterprise. However, ensure that you acknowledge the Open

File - Security Warning dialog box to proceed.

The Preparing to Install page is displayed briefly, and then the Welcome to SupportAssist Enterprise Installer page is displayed.

2. Click Next .

The License Agreement page is displayed.

NOTE: Installing and using SupportAssist Enterprise requires that you allow Dell to save certain Personally Identifiable

Information (PII) such as your contact information, device credentials, and so on. SupportAssist Enterprise installation cannot proceed unless you agree to allow Dell to save your PII.

3. Read about the information that SupportAssist Enterprise collects from monitored devices, and select I Agree .

4. Read the Dell End User License Agreement , select I Agree , and then click Next .

The Destination Folder page is displayed.

Getting started with SupportAssist Enterprise 23

5. The default installation folder for SupportAssist Enterprise is <Drive where SupportAssist Enterprise is installed>:\Program Files\Dell\SupportAssist . If you want to want to install SupportAssist Enterprise on any other location, click Browse and select a folder.

6. Click Install .

If the default SupportAssist Enterprise ports (9099 and 2424) are already in use, the Port Settings page is displayed. Else, the Installing SupportAssist Enterprise page is displayed briefly, and then the Installation Completed page is displayed.

NOTE: In Windows Server 2016, the User Account Control dialog box may be displayed more than once while the installation is in progress.

7. If the Port Settings page is displayed, perform one of the following:

● Ensure that no other application is configured to use ports 9099 and 2424.

● Enter custom port numbers.

NOTE: Ensure that you enter a valid port number which is not in use and within the range 1025 to 65535.

8. Click Finish to exit the SupportAssist Enterprise installer.

The SupportAssist Enterprise login page opens in a web browser window.

Figure 1. Login page

NOTE: If the initialization of the Dell SupportAssist Service takes longer than expected, an error message is displayed. If this issue occurs, close the web browser and try accessing SupportAssist Enterprise later. For instructions to access SupportAssist Enterprise, see

Opening the SupportAssist Enterprise user interface

NOTE: If the system is a member of a domain, you must enter the login user name in the [Domain\Username] format.

For example, MyDomain\MyUsername . You can also use a period [ . ] to indicate the local domain. For example, .

\Administrator .

9. Enter the Microsoft Windows operating system user name and password, and then click Login .

The SupportAssist Enterprise Registration Wizard is displayed.

Next steps

(Optional) Follow the instructions in the SupportAssist Enterprise Registration Wizard to complete the registration of

SupportAssist Enterprise.

CAUTION: Completing the registration is a prerequisite to receive the full benefits of SupportAssist Enterprise.

Without registration, you can only use SupportAssist Enterprise to manually start the collection of system information from your devices. Until registration is completed, SupportAssist Enterprise can neither monitor your devices for hardware issues nor automatically collect system information.

Installing SupportAssist Enterprise on Windows Server Core

Prerequisites

● You must be logged in to a system that has PowerShell ISE version 5.1 or later.

● You must be logged in to the system with Administrator Privileges.

● You must have the SupportAssist Enterprise installation package for Windows.

About this task

You can install SupportAssist Enterprise by remotely accessing the system running Windows Server Core.

24 Getting started with SupportAssist Enterprise

Steps

1. Open the PowerShell ISE window.

2. Type get-service winrm and press Enter.

3. Type Enable-PSRemoting –force and press Enter.

4. Type set-item wsman:\localhost\Client\TrustedHosts -value "<Windows Server Core Opertaing

System IP address>" -Force and press Enter.

Example: set-item wsman:\localhost\Client\TrustedHosts -value "10.49.18.20" -Force

5. Type $TargetSession = New-PSSession -ComputerName "<Windows Server Core Opertaing System

IP address>" -Credential ~\<Userna me> and press Enter.

Example: $TargetSession = New-PSSession -ComputerName "10.49.18.20" -Credential ~\Administrator

6. Type Enter-PSSession -ComputerName <HostName/IP address of the Windows Server Core device>

-Credential ~\<Username of Windows Server Core machine> and press Enter.

Example: Enter-PSSession -ComputerName "10.49.18.20" -Credential ~\Administrator

7. Type the password and press Enter.

8. Create a folder.

9. Type Exit and press Enter to end the remote connection.

10. To copy the installer file to Windows Server Core, type Copy-Item -ToSession $TargetSession -Path

"<Location where the SupportAssist Enterprise installer is available>" -Destination

"<Destination Path>" -Recurse and press Enter.

Example: Copy-Item -ToSession $TargetSession -Path "C:\Installer\SupportAssistEnterprise_1.2.0.exe" -Destination "C:

\Users\Administrator\Documents\SupportAssistEnterprise_1.2.0.exe" -Recurse

11. To enable remote login, type set-ItemProperty -Path 'HKLM:

\System\CurrentControlSet\Control\Terminal Server\WinStations\RDP-Tcp' -name

"UserAuthentication" -Value 1 and press Enter.

12. Open a remote desktop connection to the system running Windows Server Core and run the SupportAssist Enterprise installer.exe file.

Installing SupportAssist Enterprise on Linux

Prerequisites

● Download the SupportAssist Enterprise installation package for Linux operating systems. See

Downloading the SupportAssist

Enterprise installation package on page 17.

● Log in to the system with root privileges.

●

Net-SNMP must be installed on the system. For information on installing Net-SNMP, see Installing Net-SNMP on a server running Linux

on page 159.

NOTE: If you choose to install Net-SNMP after installing SupportAssist Enterprise, ensure that you run the script file, snmptrapdServiceConfiguration.sh

, after installing Net-SNMP. The script file will be available at /opt/dell/ supportassist/scripts after the installation of SupportAssist Enterprise is completed.

● The system must meet the requirements for installing SupportAssist Enterprise. See

Minimum requirements for installing and using SupportAssist Enterprise

on page 18.

● If you are using a Linux terminal emulator such as PuTTY to remotely install SupportAssist Enterprise, ensure that you are using PuTTY version 0.63 or later.

● On Debian operating systems, ensure that en_US.utf.8

locale package is installed.

○ If locales are not installed, use the apt-get install locales command to install the locales.

○ If any other locale is installed, you can install the en_US.utf.8

locale by using the dpkg-reconfigure locales command.

Steps

1. Open the terminal window on the system running the Linux operating system.

2. Browse to the folder where the SupportAssist Enterprise installation package is available.

3. Perform one of the following:

● Type chmod 744 supportassistenterprise_1.2.0.bin

and press Enter.

● Type chmod +x supportassistenterprise_1.2.0.bin

and press Enter.

4. Type ./supportassistenterprise_1.2.0.bin

and press Enter.

Getting started with SupportAssist Enterprise 25

The Welcome to the SupportAssist Enterprise Installer message is displayed.

5. To continue, type c .

The SupportAssist Enterprise License Agreement is displayed.

6. Read the license agreement and type y to start the installation.

If the default SupportAssist Enterprise ports (9099 and 2424) are already in use, you are prompted to ensure that the ports are not in use or to enter custom port numbers. Else, the SupportAssist Enterprise login page opens in a web browser window.

Figure 2. Login page

Opening the SupportAssist Enterprise user interface

on page 35.

NOTE: If you are using a Linux terminal emulator such as PuTTY to remotely install SupportAssist Enterprise, the

SupportAssist Enterprise login page is not displayed. In such a scenario, you must access the SupportAssist

Enterprise login page by using one of the following methods:

● Log in to a remote system and access the following web address by using a web browser: https://<IP address or host name of the server where SupportAssist Enterprise is installed>:5700/SupportAssist

You can access SupportAssist Enterprise from a remote system only if port 5700 is open on the network.

● Log in to the local system and access the following web address by using a web browser: http://localhost:9099/SupportAssist

If you entered a custom port number, you must replace 9099 with the custom port number in the web address.

NOTE: On certain Linux operating systems, the SupportAssist Enterprise services may not start automatically after the installation is complete. To resolve the issue, edit the /etc/hosts file to include the localhost entries. For example,

127.0.0.1 localhost.

7. If you are prompted that the default SupportAssist Enterprise ports are in use, perform one of the following and then press y.

● Ensure that no other application is configured to use ports 9099 and 2424.

● Enter custom port numbers.

NOTE: Ensure that you enter a valid port number which is not in use and within the range 1025 to 65535.

8. Type the user name and password of a user with root privileges on the system where SupportAssist Enterprise is installed, and then click Login .

The SupportAssist Enterprise Registration Wizard is displayed.

Next steps

(Optional) Follow the instructions in the SupportAssist Enterprise Registration Wizard to complete the registration of

SupportAssist Enterprise.

CAUTION: Completing the registration is a prerequisite to receive the full benefits of SupportAssist Enterprise.

Without registration, you can only use SupportAssist Enterprise to manually start the collection of system

26 Getting started with SupportAssist Enterprise

information from your devices. Until registration is completed, SupportAssist Enterprise can neither monitor your devices for hardware issues nor automatically collect system information.

Installing SupportAssist Enterprise on Linux in silent mode

Prerequisites

● Download the SupportAssist Enterprise installation package for Linux operating systems.

● Log in to the system with root privileges.

●

Net-SNMP must be installed on the system. For information on installing Net-SNMP, see Installing Net-SNMP on a server running Linux

on page 159.

NOTE: If you choose to install Net-SNMP after installing SupportAssist Enterprise, ensure that you run the script file, snmptrapdServiceConfiguration.sh

, after installing Net-SNMP. The script file will be available at /opt/dell/ supportassist/scripts after the installation of SupportAssist Enterprise is completed.

● The system must meet the requirements for installing SupportAssist Enterprise. See

Minimum requirements for installing and using SupportAssist Enterprise

on page 18.

● On Debian operating systems, ensure that en_US.utf.8

locale package is installed.

○ If locales are not installed, use the apt-get install locales command to install the locales.

○ If any other locale is installed, you can install the en_US.utf.8

locale by using the dpkg-reconfigure locales command.

Steps

1. Open the terminal window on the system running the Linux operating system.

2. Browse to the folder where the SupportAssist Enterprise installation package is available.

3. Perform one of the following:

● Type chmod 744 supportassistenterprise_1.2.0.bin

and press Enter.

● Type chmod +x supportassistenterprise_1.2.0.bin

and press Enter.

4. Type ./supportassistenterprise_1.2.0.bin silent and press Enter.

Next steps

(Optional) Follow the instructions in the SupportAssist Enterprise Registration Wizard to complete the registration of

SupportAssist Enterprise.

CAUTION: Completing the registration is a prerequisite to receive the full benefits of SupportAssist Enterprise.

Installing SupportAssist Enterprise by using the OpenManage

Essentials installation package

Prerequisites

● The system must have internet connectivity.

● You must have Administrator rights on the system.

● Port 443 must be open on the firewall to access:

○ https://apidp.dell.com

○ https://api.dell.com/

○ https://is.us.dell.com/FUS/api/2.0/uploadfile

○ https://is.us.dell.com/FUSCHUNK/api/1.0/file/uploadChunk

○ https://downloads.dell.com/

○ https://ftp.dell.com

NOTE: If the installation of SupportAssist Enterprise is unsuccessful, perform one of the following:

Getting started with SupportAssist Enterprise 27

● Retry the installation. To retry the installation, right-click the SupportAssistSetup.exe file available at <System drive>:

\Program Files\Dell\SysMgt\Essentials\SupportAssistSetup on the OpenManage Essentials custom installation folder, and select Run as administrator.

● Download the SupportAssist Enterprise installation package and install it on the server running OpenManage Essentials on any other server.

Steps

1. Extract the OpenManage Essentials installation package to a folder on the system.

2. In the folder where you extracted the installation package, double-click the Autorun.exe

file.

The Dell EMC OpenManage Install window is displayed.

3. If OpenManage Essentials version 2.3 or later is not installed on the system, make sure that Dell EMC OpenManage

Essentials is selected.

4. Select Dell EMC SupportAssist Enterprise , and then click Install .

If you selected Dell EMC OpenManage Essentials and Dell EMC SupportAssist Enterprise , installation of OpenManage

Essentials is completed and then SupportAssist Enterprise is installed. The system prerequisites for installing SupportAssist

Enterprise are verified. If the system prerequisites are met, the Welcome to Dell EMC SupportAssist Enterprise

Installer window is displayed.

5. Click Next .

The License Agreement window is displayed.

6. Read the terms in the communication requirements and click I Agree .

NOTE: SupportAssist Enterprise installation requires that you allow Dell to save certain Personally Identifiable

Information (PII) such as your contact information, administrator credentials of the devices to be monitored, and so on. SupportAssist Enterprise installation cannot proceed unless you allow Dell to save your PII.

7. Read the software license agreement, click I Agree , and then click Next .

The Installing SupportAssist Enterprise window is displayed briefly, and then the Installation Completed window is displayed.

8. Click Finish .

Upgrading SupportAssist Enterprise

If you are using SupportAssist Enterprise version 1.0 or 1.1, you can upgrade to SupportAssist Enterprise version 1.2 by using one of the following installation packages:

● SupportAssist Enterprise version 1.2 installation package available at Dell.com/SupportAssistGroup .

● OpenManage Essentials installation package available at DellTechCenter.com/OME .

NOTE: Before you upgrade SupportAssist Enterprise, ensure that SupportAssist Enterprise is not open in any web browser window.

Upgrading SupportAssist Enterprise by using the SupportAssist

Enterprise installation package

Steps

1. On the Dell OpenManage Essentials management server, right-click the SupportAssist Enterprise installer package, and select Run as administrator .

NOTE: UAC requires that the installation is performed with elevated privileges that are obtained only through the Run as administrator option. If you are logged on to the OpenManage Essentials server as an administrator, double-click the installer package to install SupportAssist Enterprise. However, ensure that you click Run on the Open File -

Security Warning dialog box to proceed.

The Dell SupportAssist Enterprise - InstallShield Wizard window is displayed.

2. At the This setup will perform an upgrade of 'Dell SupportAssist Enterprise'. Do you want to continue?

prompt, click Yes .

28 Getting started with SupportAssist Enterprise

The Preparing to Install window is briefly displayed, and then the Resuming the Install Wizard for SupportAssist

Enterprise window is displayed.

3. Click Upgrade .

If the default SupportAssist Enterprise ports (9099 and 2424) are already in use, the Port Settings page is displayed. Else, the Install Wizard Completed window is displayed.

4. If the Port Settings page is displayed, perform one of the following:

● Ensure that no other application is configured to use ports 9099 and 2424.

● Enter custom port numbers.

NOTE: Ensure that you enter a valid port number which is not in use and within the range 1025 to 65535.

5. Click Finish .

If you had created device groups and device group credentials prior to the upgrade, the following changes occur:

● Device group credentials are saved as Credential Accounts and Credential Profiles. However, if individual and device group credentials were configured for devices within the device group, only the individual device credentials are applied for those devices after the upgrade. If necessary, you can select those devices and apply the created credential profiles.

● Credential Accounts are not created for the existing individual device credentials. If devices within the device group were configured with individual credentials, the individual credentials are saved and applied on the devices.

NOTE: After upgrading from an unregistered version of SupportAssist, collections that you manually initiate are not automatically uploaded. To ensure that these collections are automatically uploaded, enable the automatic collection upload settings in the Preferences page.

NOTE: If a newer version of the adapter or Remote Collector is available, the adapter or Remote Collector is also upgraded during the upgrade of SupportAssist Enterprise.

Upgrading SupportAssist Enterprise by using the OpenManage

Essentials installer package

Steps

1. Double-click the OpenManage Essentials executable file.

The Dell OpenManage Install window is displayed.

2. Ensure that SupportAssist Enterprise is selected and then click Install .

The Welcome to Dell SupportAssist Enterprise Installer window is displayed.

3. Click Next .

The Installing SupportAssist Enterprise window is displayed briefly, and then the Installation Completed window is displayed.

4. Click Finish .

If you had created device groups and device group credentials prior to the upgrade, the following changes occur:

NOTE: If you have upgraded OpenManage Essentials, you must run discovery and inventory of all existing discovery ranges in OpenManage Essentials.

NOTE: If a newer version of the adapter or Remote Collector is available, the adapter or Remote Collector is also upgraded during the upgrade of SupportAssist Enterprise.

Getting started with SupportAssist Enterprise 29

Migrating to SupportAssist Enterprise

If you are already using SupportAssist for OpenManage Essentials or SupportAssist for Microsoft System Center Operations

Manager, you can migrate to SupportAssist Enterprise. When you migrate to SupportAssist Enterprise, the devices, cases, device credentials, user groups, and settings are migrated.

Migrating to SupportAssist Enterprise by using the SupportAssist

Enterprise installer package

Prerequisites

Download the SupportAssist Enterprise installation package for Windows operating systems. See

Downloading the SupportAssist

Enterprise installation package

on page 17.

About this task

If you have SupportAssist for Dell OpenManage Essentials version 2.2 or SupportAssist for Microsoft System Center Operations

Manager version 1.1 installed, you can migrate to SupportAssist Enterprise.

NOTE: Migration to SupportAssist Enterprise version 1.2 from SupportAssist for OpenManage Essentials is supported only if OpenManage Essentials version 2.3 or later is installed on the system.

Steps

1. Right-click the SupportAssist Enterprise installer package and click Run as administrator .

File - Security Warning dialog box to proceed.

The Dell SupportAssist Enterprise - InstallShield Wizard window is displayed.

2. At the This setup will perform an upgrade of 'Dell SupportAssist'. Do you want to continue?

prompt, click Yes .

The Preparing to Install page is displayed briefly, and then the Welcome to the SupportAssist Enterprise Installer page is displayed.

3. Click Upgrade .

The Installing SupportAssist Enterprise page is displayed, and then the Installation Completed page is displayed.

4. Click Finish .

The SupportAssist Enterprise login page opens in a web browser window.

5. Type the Microsoft Windows operating system user name and password, and then click Login .

The SupportAssist Enterprise Devices page is displayed.

If you had created device groups and device group credentials prior to migration, the following changes occur:

NOTE: For instructions to access SupportAssist Enterprise after the migration is complete, see

Opening the

SupportAssist Enterprise user interface

on page 35.

Next steps

For Storage PS Series devices only: After migration from SupportAssist for OpenManage Essentials to SupportAssist Enterprise, members of an Storage PS Series group that are discovered in OpenManage Essentials are replaced in SupportAssist Enterprise by only the Storage PS Series group. The Storage PS Series group is placed in the Staging group with an Unable to add device status because the credentials of the Storage PS Series group are not available. To add the Storage PS Series group in

SupportAssist Enterprise, ensure that you edit the credentials or apply a Credential Profile to the Storage PS Series group after migration.

30 Getting started with SupportAssist Enterprise

For migration from SupportAssist for Microsoft System Center Operations Manager to SupportAssist Enterprise only: The servers that were discovered in SupportAssist for Microsoft System Center Operations Manager are placed in the Staging group with an Unable to add device status because the credentials of the servers are not available. To add the servers in

SupportAssist Enterprise, ensure that you edit the credentials or apply a Credential Profile to the servers after migration.

NOTE: If the server running SupportAssist Enterprise connects to the internet through a proxy server, devices that were added with the iDRAC IP address are placed in the Staging group. To move the devices to the Default group, add the

IP address of the iDRACs in the Proxy Exclusion List on the SupportAssist Enterprise Proxy Settings page and then revalidate each device.

After migration from an unregistered version of SupportAssist, collections that you manually initiate are not automatically uploaded. To ensure that these collections are automatically uploaded, enable the automatic collection upload settings in the

Preferences page.

Migrating to SupportAssist Enterprise by using the OpenManage

Essentials installer package

About this task

If you have SupportAssist for OpenManage Essentials version 2.2 installed, you can migrate to SupportAssist Enterprise version

1.2 by using the OpenManage Essentials installer package.

NOTE: Migration to SupportAssist Enterprise version 1.2 from SupportAssist for OpenManage Essentials is supported only if OpenManage Essentials version 2.3 or later is installed on the system.

Steps

1. Double-click the OpenManage Essentials executable file.

The Dell OpenManage Install window is displayed.

2. Ensure that SupportAssist Enterprise is selected and then click Install .

The Welcome to Dell SupportAssist Enterprise Installer window is displayed.

3. Click Next .

The Installing SupportAssist Enterprise window is displayed briefly, and then the Installation Completed window is displayed.

4. Click Finish .

If you had created device groups and device group credentials prior to migration, the following changes occur:

For devices that are not members of a device group, if both default and individual credentials were configured for the devices, only the individual credentials are saved and applied on those devices.

Using SupportAssist Enterprise without registration

Registration of SupportAssist Enterprise is a prerequisite to receive the full benefits of SupportAssist Enterprise and to use all the available features. You can also use SupportAssist Enterprise without registration. However, only certain capabilities or features of SupportAssist Enterprise are available without registration. The following table provides a summary of the availability of capabilities or features without registration.

Table 9. Availability of capabilities or features without registration

Capabilities or features that are available

● Add devices

● Manually start the collection and upload of system information to Dell from a single device or multiple devices

Capabilities or features that are not available

● Monitor devices for hardware issues

● Automatic case creation on issue detection

● Automated periodic collection of system information

Getting started with SupportAssist Enterprise 31

Table 9. Availability of capabilities or features without registration

Capabilities or features that are available Capabilities or features that are not available

● View support cases that are open for your devices

● Update contact and parts dispatch information

● Set up adapter

● Set up Remote Collector

NOTE: Registration of SupportAssist Enterprise is optional. However, Dell recommends that you complete the registration to receive the full benefits of the automated support capabilities of SupportAssist Enterprise.

Registering SupportAssist Enterprise

Prerequisites

● If the server where you have installed SupportAssist Enterprise connects to the internet through a proxy server, ensure that you have the details of the proxy server.

● Ensure that you have the details of the contact you want to assign as your company’s primary contact for SupportAssist

Enterprise.

About this task

CAUTION: Completing the registration is a prerequisite to receive the full benefits of SupportAssist Enterprise.

The SupportAssist Enterprise Registration Wizard guides you through configuring the proxy server settings (if applicable) and completing the registration. The registration wizard is displayed when you log in to SupportAssist Enterprise for the first-time. If you do not complete the registration or skip the registration, whenever you log in to SupportAssist Enterprise, the

SupportAssist Enterprise is not registered banner is displayed at the top of the page. You can click the Register now link to open the registration wizard and complete the registration.

NOTE: You can also click Register in the About page or on the add devices wizard to open the SupportAssist

Enterprise Registration Wizard .

NOTE: In Internet Explorer, if the Internet Explorer Enhanced Security Configuration feature is enabled, the

SupportAssist Enterprise Registration Wizard is not displayed.

Steps

1. On the Welcome page, click Next .

SupportAssist Enterprise verifies connectivity to the Internet.

● If SupportAssist Enterprise is able to connect to the Internet, the Registration page is displayed.

● If SupportAssist Enterprise is unable to connect to the Internet, a message prompts you to confirm if the system connects to the Internet through a proxy server. If you click Yes , the Proxy Settings page is displayed.

If the system connects to the Internet directly, but the Internet connectivity issue persists, contact your network administrator for assistance.

2. If the Proxy Settings page is displayed: a. In the Address field, type the IP address or host name of the proxy server.

b. In the Port field, type the port number of the proxy server.

c. If a user name and password is required to connect to the proxy server, select Requires authentication , and type the user name and password in the appropriate fields.

d. Click Next .

SupportAssist Enterprise verifies connectivity to the Internet through the proxy server. If the connection is successful, the

Registration page is displayed. Else, an error message is displayed. If the proxy server connectivity issue persists, contact your network administrator for assistance.

32 Getting started with SupportAssist Enterprise

Figure 3. Registration page

3. On the Registration page, provide the following information: a. In the Company Information section, type the company name select your country or territory.

b. In the Contact Information section, type your first name, last name, phone number, alternate phone number, and email address in the appropriate fields.

c. To provide the shipping information and dispatch preferences, select Dispatch details , and enter the following information: i.

In the Parts Dispatch section, select one of the following:

● Parts Dispatch Only — If you want only the replacement hardware component to be dispatched to your address.

● Parts Dispatch with Onsite Service — If you want an on-site technician to replace the dispatched hardware component.

ii. Select Copy contact information , if you want to copy the contact details from the Contact Information section.

iii. Select the preferred contact hours during which Dell can contact you, if necessary.

iv. Select the time zone and type your shipping address in the appropriate fields.

v. Type any specific dispatch related information in the Dispatch Notes section.

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

NOTE: Ensure that you use an English keyboard layout to type data in the Phone Number , Alternate Phone Number , and Email Address fields. If a native keyboard layout or non-English language is used to type data in these fields, an error message is displayed.

NOTE: After registering SupportAssist Enterprise, you can update the primary contact information and also provide a secondary contact information. If the primary contact is unavailable, Dell will contact your company through the secondary contact. If both the primary and secondary contacts are configured with valid email addresses, both receive

SupportAssist Enterprise emails. For information on updating the contact information, see Viewing and updating the contact information .

4. Click Next .

SupportAssist Enterprise connects to Dell and completes the registration. If the registration is successful, the Summary page is displayed. Else, an error message is displayed. If the registration issue persists, contact your network administrator for assistance.

5. Click Finish .

The SupportAssist Enterprise Devices page is displayed. The local system may display the following status in the Devices page:

● OMSA not installed — Dell OpenManage Server Administrator (OMSA) is not installed on the local system.

● SNMP not configured — SNMP settings of the local system is not configured.

CAUTION: Without the installation of OMSA and the configuration of SNMP settings, SupportAssist

Enterprise will not be able to monitor hardware issues that may occur on the local system.

Getting started with SupportAssist Enterprise 33

Next steps

● To allow SupportAssist Enterprise to automatically create a support case when a hardware issue occurs on the local system:

1. Install or upgrade Dell OpenManage Server Administrator (OMSA) on the local system. See Installing or upgrading OMSA by using SupportAssist Enterprise .

2. Configure the SNMP settings of the local system. See

Configuring SNMP settings by using SupportAssist Enterprise

3. Enable SupportAssist Enterprise to monitor hardware issues that may occur on the local system. See

Setting up an SELinux enabled system to receive alerts

● If you have installed SupportAssist Enterprise on a server running a Linux operating system that has Security Enhanced Linux

(SELinux) enabled, set up the server to receive alerts from remote devices. For more information, see

● Add devices in SupportAssist Enterprise. For more information, see

Configuring the SMTP server settings

● (Optional) If your company utilizes an SMTP server (email server), configure the SMTP server settings in SupportAssist

Enterprise. This enables SupportAssist Enterprise to utilize the SMTP server to send you device status and connectivity status email notifications. For more information, see

● (Optional) Update the contact details of the primary and secondary SupportAssist Enterprise contacts and provide a parts

dispatch address. See Viewing and updating the contact information .

● (Optional) If you want to manage a set of devices as a group, create one or more device groups based on your preference.

See

Device grouping

●

If you have entered dispatch notes, follow the instructions in Adding dispatch notes to default group , to ensure that the

dispatch notes are applied to devices that are present in the default group.

Setting up an SELinux enabled system to receive alerts

About this task

Security-Enhanced Linux (SELinux) is a security module that authorizes or prevents operations in Linux operating systems.

When SELinux is enabled on the system running SupportAssist Enterprise, alerts (SNMP traps) from remote devices are not received by SupportAssist Enterprise. Without receiving alerts, SupportAssist Enterprise will not be able to identify hardware issues that may occur on remote devices. Therefore, you must perform the following steps on the system running SupportAssist

Enterprise to allow SupportAssist Enterprise to receive alerts from remote devices.

NOTE: SELinux is enabled by default in Red Hat Enterprise Linux 6 and 7, CentOS 6 and 7, and Oracle Enteprise Linux 6 and 7.

Steps

1. Open the terminal window and create a policy file named supportassistpolicy.te

2. Open the policy file ( supportassistpolicy.te

) and type the following: module supportassistpolicy 1.0; require {

type websm_port_t;

type snmpd_t;

type root_t;

class tcp_socket name_connect;

class dir { write add_name };

class file { write getattr open create };

}

#============= snmpd_t ============== allow snmpd_t websm_port_t:tcp_socket name_connect; allow snmpd_t root_t:dir write; allow snmpd_t root_t:dir add_name; allow snmpd_t root_t:file { write create open getattr };

34 Getting started with SupportAssist Enterprise

3. Save the policy file.

4. Browse to the folder where you saved the policy file.

5. Type checkmodule -M -m -o supportassistpolicy.mod supportassistpolicy.te

and press Enter.

6. Type semodule_package -o supportassistpolicy.pp -m supportassistpolicy.mod

and press Enter.

7. Type semodule -i supportassistpolicy.pp

and press Enter.

Opening the SupportAssist Enterprise user interface

Steps

You can open the SupportAssist Enterprise user interface by using one of the following methods:

● If you are logged in to the server where SupportAssist Enterprise is installed:

○ Double-click the Dell SupportAssist Enterprise desktop icon.

○ Open a web browser and type the address in the following format: http://localhost:9099/SupportAssist

NOTE: If you entered a custom port number during the installation of SupportAssist Enterprise, you must replace 9099 with the custom port number in the web address.

● To access SupportAssist Enterprise from a remote system, open a web browser and type the address in the following format: https://<IP address or host name of the server where SupportAssist Enterprise is installed>:5700/SupportAssist

For example, https://10.25.35.1:5700/SupportAssist

NOTE: When typing the address, ensure that you type SupportAssist with the S and A in uppercase.

○ If you are using Internet Explorer, the following message may be displayed: There is a problem with this website’s security certificate . To open SupportAssist Enterprise, click Continue to this website (not recommended) .

○ If you are using Mozilla Firefox, the following message may be displayed: This Connection is Untrusted . To open

SupportAssist Enterprise, click I Understand the Risks , and then click Add Exception . In the Add Security Exception window, click Confirm Security Exception .

The SupportAssist Enterprise login page is displayed in the web browser.

NOTE: The recommended screen resolution for optimally viewing the SupportAssist Enterprise user interface is 1280 x 1024 or higher.

Logging in to SupportAssist Enterprise

Steps

1. In the SupportAssist Enterprise login page, type the user name and password in the appropriate fields.

NOTE: You must provide the user name and password of a user account that is a member of the

SupportAssistAdmins or SupportAssistUsers user group. If SupportAssist Enterprise is installed on a Linux operating system, you can also provide the user name and password of a user account that is a member of the root or users user group. For information on the SupportAssist Enterprise user groups, see

SupportAssist Enterprise user groups

NOTE: If the server where SupportAssist Enterprise is installed is a member of a Windows domain, you must provide the user name in the [Domain\Username] format. For example, MyDomain\MyUsername . You can also use a period [ . ] to indicate the local domain. For example, .\Administrator .

2. Click Login .

The SupportAssist Enterprise Devices page is displayed.

NOTE: By default, after 14 minutes of inactivity, a Session Timeout message is displayed. If you want to continue the session, click Renew . If no response is received within a minute, you will be logged out automatically.

Getting started with SupportAssist Enterprise 35

Logging out of SupportAssist Enterprise

Steps

1. Click the user name link that is displayed at the top-right of the SupportAssist Enterprise header area.

2. In the menu that is displayed, click Logout .

The SupportAssist Enterprise login page is displayed.

36 Getting started with SupportAssist Enterprise

Adding devices

Adding devices prepares SupportAssist Enterprise to automate support from Dell Technical Support for your Dell devices. To use

SupportAssist Enterprise to either monitor hardware issues or collect system information from your devices, you must add your devices in SupportAssist Enterprise.

After the installation of SupportAssist Enterprise, the local system (server where SupportAssist Enterprise is installed) is automatically added in SupportAssist Enterprise. To receive the benefits of SupportAssist Enterprise for your other Dell devices, you must add each device in SupportAssist Enterprise.

NOTE: For the complete list of devices types and device models that you can add in SupportAssist Enterprise, see the

SupportAssist Enterprise Version 1.2 Support Matrix at https://www.Dell.com/ServiceabilityTools .

NOTE: By default, a SupportAssist component is available on 14th generation of PowerEdge servers. You can register the

SupportAssist component on the server to receive the automated support capabilities of SupportAssist. When an iDRAC is added in SupportAssist Enterprise, the SupportAssist component is automatically disabled, but the automatic support capabilities are available through SupportAssist Enterprise.

NOTE: Only IPv4 addresses are supported for adding devices and collecting system information.

Topics:

•

Methods of adding devices

•

Device types and applicable devices

•

Adding a single device

•

Importing multiple devices

•

Exporting details of devices that were not imported

•

Granting elevated or administrative privileges to users .

Methods of adding devices

You can add devices in SupportAssist Enterprise by using one of the following methods:

● Add a single device — Add each device individually by entering details of the device

● Import multiple devices — Add several devices by using a .csv file that contains details of the devices

● Create a device discovery rule — Add devices based on a specific IP address ranges. For more information on discovery rules, see

Managing device discovery rules .

● Set up an adapter — Inventory and add devices that are managed by OpenManage Essentials, Microsoft System Operations

Manager, or OpenManage Enterprise - Tech Release. For more information on setting up an adapter, see

Adapters .

Device types and applicable devices

While adding a single device or importing multiple devices in SupportAssist Enterprise, you must select an appropriate device type. The following table lists the devices that you can add by selecting a specific device type.

Table 10. Selecting a device type

Device Type

Chassis

Devices that you can add

● PowerEdge M1000e

● PowerEdge VRTX

Adding devices 37

Table 10. Selecting a device type (continued)

Device Type

Fluid File System (FluidFS) iDRAC

Networking

Peer Storage (PS) / EqualLogic

PowerVault

Server / Hypervisor

Software

Solution

Storage Center (SC) / Compellent

Devices that you can add

● PowerEdge FX2/FX2s

● Storage PS Series with FluidFS

● Storage MD Series with FluidFS

● Storage SC Series with FluidFS

12th and later generations of PowerEdge servers

NOTE: To add an iDRAC, you must provide the iDRAC IP address of the server.

● PowerConnect

● Force10

● Networking

● Networking X-Series switches

● Networking Wireless Controllers Mobility Series

Storage PS Series arrays

Storage MD Series arrays

9th or later generation of PowerEdge servers running:

● Windows

● Linux

● VMware ESX or ESXi

● Citrix XenServer

● Oracle Virtual Machine

● Microsoft Hyper-V

NOTE: To add a Server / Hypervisor, you must provide the operating system IP address of the server.

NOTE: If SupportAssist Enterprise is installed on a Linux operating system, adding servers running Windows is not supported.

● HIT Kit / VSM for VMware

● SAN HQ

● vCenter

● SCVMM

NOTE: If SupportAssist Enterprise is installed on a Linux operating system, adding SCVMM and SAN HQ is not supported.

XC Web-Scale Converged Appliance

Storage SC Series solutions

Adding a single device

You can add a device individually based on the device type. The available device types that you can add are as follows:

● Chassis

● Fluid File System (FluidFS)

● iDRAC

● Networking

● Peer Storage (PS) / EqualLogic

● PowerVault

● Server / Hypervisor

● Software

38 Adding devices

● Solution

● Storage Center (SC) / Compellent

Adding a server or hypervisor

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

● The device must be reachable from the server where SupportAssist Enterprise is installed.

● If the device is running a Microsoft Windows operating system, Windows Management Instrumentation (WMI) service must be running on the device.

● If the device is running a Linux operating system:

○ Secure Shell (SSH) service must be running on the device.

○ SSH password authentication must be enabled (enabled by default).

○ Unzip package must be installed on the server where SupportAssist Enterprise is installed.

● If the device is running VMware ESXi, ESX, Oracle Virtual Machine, Citrix XenServer, or Microsoft Hyper-V:

○ SSH service must be running on the device.

○ Ports 22 and 443 must be open on the device.

○ For collecting system information from ESX and ESXi only, ensure that SFCBD and CIMOM are enabled.

● Port 1311 must be open on the device for OMSA communication.

● If the device connects to the Internet through a proxy server, the following ports must be open on the proxy server firewall:

161, 22 (for adding devices running Linux), 135 (for adding devices running Windows), and 1311.

● Review the requirements for installing OMSA on the device. For more information, see the “Installation Requirements” section in the Dell OpenManage Server Administrator Installation Guide at https://www.Dell.com/OpenManageManuals .

About this task

SupportAssist Enterprise can monitor hardware issues and collect system information from Dell servers. You can perform the following steps to add a server running Windows or Linux, or a hypervisor. While adding the device, you can allow SupportAssist

Enterprise to automatically perform the following tasks that are required for monitoring hardware issues that may occur on the device:

● Install or upgrade OMSA—OMSA is required to generate alerts for hardware events that occur on the device and also to collect system information from the device.

● Configure SNMP—Configuration of SNMP settings is required to forward alerts from the device to SupportAssist

Enterprise.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Click Add Devices .

The Add Single Device or Import Multiple Devices wizard is displayed.

3. Select Single Device .

4. From the Device Type list, select Server / Hypervisor .

Adding devices 39

Figure 4. Add single device window

5. Type the host name or IP address of the device in the appropriate field.

NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the

IP address of the device.

6. To discover and add other supported device types that may be associated with the server, select Perform deep discovery .

See

7. If desired, type a name for the device in the appropriate field.

The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device.

8. Perform one of the following:

● If you selected the Perform deep discovery option, select the credential profile that you want to assign to the device and its associated device types. To create a new credential profile, select Create New Profile and click Create . To enter the profile details, follow steps 3 to 7 in

follow steps 3 to 6 in Adding Account Credentials

● If you did not select the Perform deep discovery option, select an Account Credentials that you want to assign to the device. To create a new account credential, select Create New Account and click Create . To enter the account details,

9. If you want SupportAssist Enterprise to monitor hardware issues that may occur on the device, select the Enable

Monitoring , Configure SNMP Settings , and Install / Upgrade OMSA options.

NOTE: If the registration is completed, by default, the Enable Monitoring , Configure SNMP Settings , and Install /

Upgrade OMSA options are selected. If the registration is not completed, when you select the Enable Monitoring option, you are requested to complete the registration. To continue, you can either clear the Enable Monitoring option or click Register to open the registration wizard.

For SupportAssist Enterprise to monitor hardware issues that may occur on the device, the following dependencies must be met:

● The SNMP settings of the device must be configured to forward SNMP traps (alerts) to the server where SupportAssist

Enterprise is installed.

● The recommended version of Dell OpenManage Server Administrator (OMSA) must be installed on the device.

To help you meet these dependencies, SupportAssist Enterprise can configure SNMP trap (alert) forwarding and also install or upgrade OMSA automatically on the device. To allow SupportAssist Enterprise to automatically:

● Configure the device to forward alerts, ensure that the Configure SNMP Settings option is selected.

● Install or upgrade OMSA on the device, ensure that the Install / Upgrade OMSA option is selected.

Tasks to configure alert forwarding and to install OMSA are initiated after the device is added successfully to the device inventory.

40 Adding devices

NOTE: If you prefer to perform both tasks (configure alert forwarding and install or upgrade OMSA) manually, clear the

Configure SNMP Settings and Install / Upgrade OMSA options.

10. Click Next .

The Discovering Device page is displayed until SupportAssist Enterprise identifies the device.

If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error message is displayed.

11. If desired, from the Assign Other Group list, select a device group to which you want to assign the device.

If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see

12. Click Finish .

The device is added to the device inventory, and the Summary page is displayed.

13. Click OK to close the Add Single Device wizard.

CAUTION: If the SNMP settings of the device are not configured and OMSA is not installed on the device,

SupportAssist Enterprise cannot monitor hardware issues that may occur on the device.

NOTE: Installation of OMSA is not supported on devices running CentOS, Oracle Virtual Machine, and Oracle Enterprise

Linux. When you add these devices with the Device Type as Server / Hypervisor , SupportAssist Enterprise can only collect and upload system information. To allow SupportAssist Enterprise to monitor these devices for hardware issues, add these devices by selecting the Device Type as iDRAC . For more information on adding an iDRAC, see

Adding an iDRAC

The device is added to the device inventory with an appropriate status:

Configuring SNMP ● When SupportAssist Enterprise is configuring the SNMP settings, the device displays a status.

● When SupportAssist Enterprise is installing or upgrading OMSA, the device displays an Installing OMSA status.

After the installation of OMSA and configuration of SNMP settings are completed, the device status changes to OK .

If an issue occurs during the configuration of SNMP or OMSA installation, the device displays an appropriate status in the

Devices page.

NOTE: If the device displays an error status, click the error link to see a description of the issue and the possible resolution steps. To retry the OMSA installation or SNMP configuration, you can use the Tasks list available on the device overview pane.

Next steps

(Optional) You can also add the server in SupportAssist Enterprise by using the iDRAC details. In this scenario, SupportAssist

Enterprise automatically correlates the alerts and collection of system information from both the operating system and the iDRAC. For instructions to add an iDRAC, see

Adding an iDRAC

. For more information on how SupportAssist Enterprise correlates device information, see

Device correlation .

If a message is displayed stating that the device is added to the Staging group:

1. Ensure that all prerequisites for adding the device are met.

2. Revalidate the device. See

Related references

on page 192

Granting elevated or administrative privileges to users .

on page 156

Adding devices 41

Adding an iDRAC

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

● The device must be a 12th or later generation Dell PowerEdge server (iDRAC7 or later). For information on identifying the generation of a PowerEdge server, see

Identifying the generation of a PowerEdge server .

● The device must be reachable from the server where SupportAssist Enterprise is installed.

● If the device connects to the Internet through a proxy server, ports 161 and 443 must be open on the proxy server firewall.

● To add an iDRAC7 or iDRAC8, Enterprise or Express license must be installed on the iDRAC. To add an iDRAC9, Basic,

Enterprise, or Express license must be installed on the iDRAC. For information on purchasing and installing an Enterprise or

Express license, see the “Managing Licenses" section in the iDRAC User’s Guide at https://www.Dell.com/idracmanuals .

About this task

SupportAssist Enterprise can monitor hardware issues and collect system information from Dell servers. You can perform the following steps to add Dell's 12th or later generation of PowerEdge servers. While adding the device, you can allow

SupportAssist Enterprise to automatically configure the SNMP settings of the device. Configuration of SNMP settings is required to forward alerts from the device to SupportAssist Enterprise.

NOTE: By default, a SupportAssist component is available on 14th generation of PowerEdge servers. You can register the

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Click Add Devices .

The Add Single Device or Import Multiple Devices wizard is displayed.

3. Select Single Device .

4. From the Device Type list, select iDRAC .

5. Type the host name or IP address of the device in the appropriate field.

NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the

IP address of the device.

6. If desired, type a name for the device in the appropriate field.

The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device.

7. From the Account Credentials list, select an account credential that you want to assign to the device. To create a new account credential, select Create New Account and click Create . To enter the account details, follow steps 3 to 6 in

8. If you want SupportAssist Enterprise to monitor hardware issues that may occur on the device, select the Enable

Monitoring and Configure SNMP Settings options.

NOTE: If the registration is completed, by default, the Enable Monitoring and Configure SNMP Settings options are selected. If the registration is not completed, when you select the Enable Monitoring option, you are requested to complete the registration. To continue, you can either clear the Enable Monitoring option or click Register to open the registration wizard.

For SupportAssist Enterprise to monitor hardware issues that may occur on the device, the device must be configured to forward SNMP traps (alerts) to the server where SupportAssist Enterprise is installed. To help you meet this requirement,

SupportAssist Enterprise can configure SNMP trap (alert) forwarding automatically. To allow SupportAssist Enterprise to automatically configure the device to forward alerts, ensure that the Configure SNMP Settings option is selected. A tasks to configure alert forwarding is initiated after the device is added successfully to the device inventory.

NOTE: If you prefer to configure alert forwarding manually, clear the Configure SNMP Settings option.

9. Click Next .

42 Adding devices

The Discovering Device page is displayed until SupportAssist Enterprise identifies the device.

If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error message is displayed.

10. If desired, from the Assign Other Group list, select a device group to which you want to assign the device.

If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see

system and the iDRAC. For instructions to add the server, see Adding a server or hypervisor

11. Click Finish .

NOTE: If you have selected the Configure SNMP Settings option, device addition may take some time.

The device is added to the device inventory, and the Summary page is displayed.

12. Click OK to close the Add Single Device wizard.

CAUTION: If the SNMP settings of the device are not configured to forward alerts to the server where

SupportAssist Enterprise is installed, SupportAssist Enterprise cannot monitor hardware issues that may occur on the device.

The device is added to the device inventory with an appropriate status. When SupportAssist Enterprise is configuring the

SNMP settings, the device displays a completed, the device status changes to an appropriate status in the Devices page.

Configuring SNMP status. After the configurations of SNMP settings are

OK . If an issue occurs during the configuration of SNMP, the device displays

NOTE: If the device displays an error status, click the error link to view the description of the issue and the possible resolution steps. To retry the SNMP configuration, you can use the Tasks list available on the device overview pane.

Next steps

(Optional) You can also add the server in SupportAssist Enterprise by using the operating system details. In this scenario,

SupportAssist Enterprise automatically correlates the alerts and collection of system information from both the operating

. For more information on how

SupportAssist Enterprise correlates device information, see

Device correlation .

If a message is displayed stating that the device is added to the Staging group:

1. Ensure that all prerequisites for adding the device are met.

2. Revalidate the device. See

Related references

on page 192

Granting elevated or administrative privileges to users .

on page 156

Adding a chassis

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

● The device must be reachable from the server where SupportAssist Enterprise is installed.

● Port 22 and 161 must be open on the device.

● Secure Shell (SSH) service must be running on the device.

About this task

SupportAssist Enterprise can monitor hardware issues and collect system information from Dell chassis. The chassis that you can add in SupportAssist Enterprise are:

● Dell PowerEdge FX2/FX2s

● Dell PowerEdge VRTX

Adding devices 43

● Dell PowerEdge M1000e

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Click Add Devices .

The Add Single Device or Import Multiple Devices wizard is displayed.

3. Select Single Device .

4. From the Device Type list, select Chassis .

5. Type the host name or IP address of the device in the appropriate field.

NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the

IP address of the device.

6. To discover and add other supported device types that may be associated with the chassis, select Perform deep discovery . See

7. If desired, type a name for the device in the appropriate field.

The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device.

8. Perform one of the following:

follow steps 3 to 6 in Adding Account Credentials

9. If you want SupportAssist Enterprise to monitor hardware issues that may occur on the device, select the Enable

Monitoring option.

NOTE: If the registration is completed, by default, the Enable Monitoring option is selected. If the registration is not completed, when you select the Enable Monitoring option, you are requested to complete the registration. To continue, you can either clear the Enable Monitoring option or click Register to open the registration wizard.

NOTE: SupportAssist Enterprise can monitor hardware issues that may occur on the device only if the device is configured to forward SNMP traps (alerts) to the server where SupportAssist Enterprise is installed. For instructions to configure alert forwarding on a chassis, see

Manually configuring the alert destination of a chassis by using the web interface

10. Click Next .

The Discovering Device page is displayed until SupportAssist Enterprise identifies the device.

If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error message is displayed.

11. If desired, from the Assign Other Group list, select a device group to which you want to assign the device.

If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see

Manually configuring the alert destination of a chassis by using the web interface

12. Click Finish .

The device is added to the device inventory and the Summary page is displayed.

13. Click OK to close the Add Single Device wizard.

Next steps

CAUTION: If the device is not configured to forward alerts, SupportAssist Enterprise cannot detect hardware issues that may occur on the device.

For monitoring hardware issues that may occur on the device only — Ensure that the device is configured to forward SNMP traps (alerts) to the server where SupportAssist Enterprise is installed. For instructions to configure alert forwarding, see

If a message is displayed stating that the device is added to the Staging group:

1. Ensure that all prerequisites for adding the device are met.

44 Adding devices

2. Revalidate the device. See

Related references

on page 192

Granting elevated or administrative privileges to users .

on page 156

Adding a Networking device

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

● The device must be reachable from the server where SupportAssist Enterprise is installed.

● Port 22 and 161 must be open on the device.

● Secure Shell (SSH) and SNMP services must be running on the device.

About this task

SupportAssist Enterprise can monitor hardware issues and collect system information from Dell Networking devices. The networking devices that you can add in SupportAssist Enterprise are:

● Dell PowerConnect

● Dell Force10

● Dell Networking

● Dell X-Series switches

● Dell Wireless Controllers Mobility Series

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Click Add Devices .

The Add Single Device or Import Multiple Devices wizard is displayed.

3. Select Single Device .

4. From the Device Type list, select Networking .

5. Type the host name or IP address of the device in the appropriate field.

NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the

IP address of the device.

6. To discover and add other supported device types that may be associated with the networking device, select Perform deep discovery . See

7. If desired, type a name for the device in the appropriate field.

The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device.

8. Perform one of the following:

follow steps 3 to 6 in Adding Account Credentials

9. If you want SupportAssist Enterprise to monitor the health status of the device, select the Enable Monitoring option.

Adding devices 45

NOTE: SupportAssist Enterprise can monitor the health status of the device only if the SNMP settings of the device is configured to forward SNMP traps (alerts) to the server where SupportAssist Enterprise is installed. For instructions to

configure alert forwarding, see Manually configuring the alert destination of a networking device

10. Click Next .

The Discovering Device page is displayed until SupportAssist Enterprise identifies the device.

If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error message is displayed.

11. If desired, from the Assign Other Group list, select a device group to which you want to assign the device.

If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see

Manually configuring the alert destination of a networking device

12. Click Finish .

The device is added to the device inventory and the Summary page is displayed.

13. Click OK to close the Add Single Device wizard.

Next steps

CAUTION: If the device is not configured to forward alerts, SupportAssist Enterprise cannot detect hardware issues that may occur on the device.

If a message is displayed stating that the device is added to the Staging group:

1. Ensure that all prerequisites for adding the device are met.

2. Revalidate the device. See

Related references

on page 192

Granting elevated or administrative privileges to users .

on page 156

Adding a PowerVault MD Series storage array

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

● The device must be reachable from the server where SupportAssist Enterprise is installed.

● Port 2463 must be open on the device.

About this task

SupportAssist Enterprise can only collect system information from the Storage MD Series arrays. By adding a Storage MD Series device, you will be able to collect system information on demand and after deployment.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Click Add Devices .

The Add Single Device or Import Multiple Devices wizard is displayed.

3. Select Single Device .

4. From the Device Type list, select PowerVault .

5. Type the host name or IP address of the device in the appropriate field.

NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the

IP address of the device.

6. To discover and add other supported device types that may be associated with the device, select Perform deep discovery .

46 Adding devices

7. If desired, type a name for the device in the appropriate field.

The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device.

8. Perform one of the following:

● If you did not select the Perform deep discovery option, select an Account Credentials that you want to assign to the device. To create a new account credentials, select Create New Account and click Create . To enter the account details, follow steps 3 to 6 in

9. Click Next .

The Discovering Device page is displayed until SupportAssist Enterprise identifies the device.

If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error message is displayed.

10. If desired, from the Assign Other Group list, select a device group to which you want to assign the device.

If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see

11. Click Finish .

The device is added to the device inventory and the Summary page is displayed.

12. Click OK to close the Add Single Device wizard.

Next steps

If a message is displayed stating that the device is added to the Staging group:

1. Ensure that all prerequisites for adding the device are met.

2. Revalidate the device. See

Related references

on page 192

Granting elevated or administrative privileges to users .

on page 156

Adding an EqualLogic PS Series storage solution

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

● The device must be reachable from the server where SupportAssist Enterprise is installed.

● Ports 21, 22, and 161 must be open on the device.

● Secure Shell (SSH) and SNMP service must be running on the device.

About this task

SupportAssist Enterprise can only collect system information from the Storage PS Series (previously EqualLogic) arrays. By adding a Storage PS Series device, you will be able to collect system information on demand and after deployment.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Click Add Devices .

The Add Single Device or Import Multiple Devices wizard is displayed.

3. Select Single Device .

4. From the Device Type list, select Peer Storage (PS) / EqualLogic .

5. Type the host name or IP address of the Storage PS Series group in the appropriate field.

NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the

IP address of the device.

Adding devices 47

6. To discover and add other supported device types that may be associated with the Storage PS Series device, select

Perform deep discovery . See

7. If desired, type a name for the device in the appropriate field.

The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device.

8. Perform one of the following:

follow steps 3 to 6 in Adding Account Credentials

9. Click Next .

The Discovering Device page is displayed until SupportAssist Enterprise identifies the device.

If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error message is displayed.

10. If desired, from the Assign Other Group list, select a device group to which you want to assign the device.

If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see

11. Click Finish .

The device is added to the device inventory and the Summary page is displayed.

12. Click OK to close the Add Single Device wizard.

Next steps

If a message is displayed stating that the device is added to the Staging group:

1. Ensure that all prerequisites for adding the device are met.

2. Revalidate the device. See

Related references

on page 192

Granting elevated or administrative privileges to users .

on page 156

Adding a Compellent SC Series storage solution

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

● The device must be reachable from the server where SupportAssist Enterprise is installed.

● Port 443 must be open on the device.

● REST service must be running on the device.

● For collecting system information, SupportAssist must be enabled in the Dell Compellent Enterprise Manager application.

About this task

SupportAssist Enterprise can only collect system information from the Storage SC Series solutions. By adding a Storage SC

Series device, you will be able to collect system information on demand and after deployment.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Click Add Devices .

The Add Single Device or Import Multiple Devices wizard is displayed.

3. From the Device Type list, select Storage Center (SC) / Compellent .

4. Type the host name or IP address of the device in the appropriate field.

48 Adding devices

NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the

IP address of the device.

5. If desired, type a name for the device in the appropriate field.

The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device.

6. From the Account Credentials list, select an account credential that you want to assign to the device. To create a new account credential, select Create New Account and click Create . To enter the account details, follow steps 3 to 6 in

7. Click Next .

The Discovering Device page is displayed until SupportAssist Enterprise identifies the device.

If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error message is displayed.

8. If desired, from the Assign Other Group list, select a device group to which you want to assign the device.

If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see

9. Click Finish .

The device is added to the device inventory and the Summary page is displayed.

10. Click OK to close the Add Single Device wizard.

Next steps

If a message is displayed stating that the device is added to the Staging group:

1. Ensure that all prerequisites for adding the device are met.

2. Revalidate the device. See

Related references

on page 192

Granting elevated or administrative privileges to users .

on page 156

Adding a Fluid File System NAS device

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

● The device must be reachable from the server where SupportAssist Enterprise is installed.

● Ports 22 and 44421 must be open on the device.

● Secure Shell (SSH) service must be running on the device.

About this task

SupportAssist Enterprise can only collect system information from a Dell Fluid File System (FluidFS) network attached storage

(NAS) device. By adding a FluidFS NAS device, you will be able to collect system information on demand and after deployment.

The FluidFS NAS devices that you can add are:

● Storage SC Series

● Storage PS Series

● Storage MD Series

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Click Add Devices .

The Add Single Device or Import Multiple Devices wizard is displayed.

3. Select Single Device .

4. From the Device Type list, select Fluid File System (FluidFS) .

5. Type the host name or IP address of the device in the appropriate field.

Adding devices 49

NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the

IP address of the device.

6. If desired, type a name for the device in the appropriate field.

The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device.

8. Click Next .

The Discovering Device page is displayed until SupportAssist Enterprise identifies the device.

If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error message is displayed.

9. If desired, from the Assign Other Group list, select a device group to which you want to assign the device.

If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see

10. Click Finish .

The device is added to the device inventory and the Summary page is displayed.

11. Click OK to close the Add Single Device wizard.

Next steps

If a message is displayed stating that the device is added to the Staging group:

1. Ensure that all prerequisites for adding the device are met.

2. Revalidate the device. See

Related references

on page 192

Granting elevated or administrative privileges to users .

on page 156

Adding a software

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

● The device must be reachable from the server where SupportAssist Enterprise is installed.

About this task

SupportAssist Enterprise can only collect system information from the management and monitoring software such as VMware vCenter, Microsoft System Center Virtual Machine Manager (SCVMM), Dell EqualLogic SAN Headquarters (SAN HQ), and Host

Integration Toolkit for VMware (HIT Kit / VSM).

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Click Add Devices .

The Add Single Device or Import Multiple Devices wizard is displayed.

3. From the Device Type list, select Software .

4. From the Select Software type list, select the software type.

5. Type the host name or IP address of the device in the appropriate field.

NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the

IP address of the device.

6. If desired, type a name for the device in the appropriate field.

50 Adding devices

The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device.

8. If desired, from the Assign Other Group list, select a device group to which you want to assign the device.

If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see

9. Click Finish .

The device is added to the device inventory and the Summary page is displayed.

10. Click OK to close the Add Single Device wizard.

Next steps

If a message is displayed stating that the device is added to the Staging group:

1. Ensure that all prerequisites for adding the device are met.

2. Revalidate the device. See

Related references

on page 192

Granting elevated or administrative privileges to users .

on page 156

Adding a solution

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

● The device must be reachable from the server where SupportAssist Enterprise is installed.

● Port 443 must be open on the device.

● For web-scale solution, firmware version 4.x or later must be installed on the device for the collection of system information.

About this task

SupportAssist Enterprise can monitor hardware issues and collect system information from a Web-Scale Hyper-converged appliance.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Click Add Devices .

The Add Single Device or Import Multiple Devices wizard is displayed.

3. Select Single Device .

4. From the Device Type list, select Web-Scale .

5. From the Select solution type list, select the solution.

6. Type the host name or IP address of the device in the appropriate field.

NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the

IP address of the device.

7. To discover and add other supported device types that may be associated with the solution, select Perform deep discovery . See

8. If desired, type a name for the device in the appropriate field.

The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device.

9. Perform one of the following:

Adding devices 51

follow steps 3 to 6 in Adding Account Credentials

10. If desired, from the Assign Other Group list, select a device group to which you want to assign the device.

If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see

11. Click Finish .

The device is added to the device inventory and the Summary page is displayed.

12. Click OK to close the Add Single Device wizard.

Next steps

If a message is displayed stating that the device is added to the Staging group:

1. Ensure that all prerequisites for adding the device are met.

2. Revalidate the device. See

Related references

on page 192

Granting elevated or administrative privileges to users .

on page 156

Adding a device by duplication

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

● The device must be reachable from the server where SupportAssist Enterprise is installed.

● The required network ports must be open on the device. For the network port requirements on the remote device, see

About this task

You can use the Duplicate feature to quickly add a device that is of the same type as a device that you have already added. For example, if you have already added a remote server, you select that server and click Duplicate to start adding another remote server.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select a device which is of the same type as the device that you want to add.

52 Adding devices

Figure 5. Duplicate option

The device overview pane is displayed.

3. Click Duplicate .

The Duplicate Device wizard is displayed.

4. Type the host name or IP address of the device in the appropriate field.

NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the

IP address of the device.

5. If you want to discover a device and its associated device types, select Perform deep discovery .

6. If desired, type a name for the device in the appropriate field.

The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device.

7. Perform one of the following:

follow steps 3 to 6 in Adding Account Credentials

8. Click Next .

The Discovering Device page is displayed until SupportAssist identifies the device.

If the device is discovered successfully, the Device Options page is displayed. Otherwise, an appropriate error message is displayed.

9. If desired, from the Assign Other Group list, select a device group to which you want to assign the device.

Adding devices 53

If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see

10. Click Finish .

The device is added to the device inventory and the Summary page is displayed.

11. Click OK to close the Duplicate Device wizard.

Next steps

If a message is displayed stating that the device is added to the Staging group:

1. Ensure that all prerequisites for adding the device are met.

2. Revalidate the device. See

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

Importing multiple devices

Prerequisites

and Granting elevated or administrative privileges to users

About this task

You can import multiple devices by using a .csv file that contains details of the devices in a specified format.

NOTE: The maximum number of devices that you can import by using a csv file is 5,000.

NOTE: The Import Multiple Devices option does not support the import of software.

NOTE: Deep discovery is not supported when importing multiple devices by using a .csv file.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Click Add Devices .

The Add Single Device or Import Multiple Devices wizard is displayed.

3. Select Multiple Devices .

Figure 6. Import multiple devices window

4. Click Download template and save the .csv file.

5. Open the .csv template, and update the details of the devices.

54 Adding devices

An example of a .csv file with the device details is as follows:

Device Type,Device SubType,IP/Hostname,Display Name,Username,Password,Enable

Password,Community String,Auto SNMP

Config(Yes/No),Auto Push OMSA(Yes/No)

Server/Hypervisor,LINUX,192.168.1.1,ServerA.com,root,Password$,Enabled,public,No,

Server/Hypervisor,ESX,192.168.1.1,ServerA.com,root,Password$,Enabled,public,No,

Server/Hypervisor,ESXi,192.168.1.1,ServerA.com,root,Password$,Enabled,public,No,

Server/Hypervisor,WINDOWS,192.168.1.1,ServerA.com,administrator,Password$,Enabled,,No,

Storage Center (SC) / Compellent,,192.168.1.3,ServerC,,,Enabled,private,No,

PowerVault,,192.168.1.4,ServerD,root,Password$,Enabled,private,No,

Chassis,,192.168.1.5,ServerE,root,Password$,Enabled,private,No,

PeerStorage(PS) / Equallogic,,192.168.1.6,ServerF,root,Password$,Enabled,private,No,

Fluid File System (Fluid FS),,192.168.1.7,ServerG,root,Password$,Enabled,private,No,

Networking,,192.168.1.8,ServerH,root,Password$,Enabled,private,No, iDRAC,,192.168.1.9,ServerI,root,Password$,Enabled,private,No,

NOTE: If the device type is Server / Hypervisor, you must enter one of the following in the Device SubType column:

● Windows

● Linux

● ESX

● ESXi

NOTE: If you are using a .csv file that you have downloaded from SupportAssist Enterprise version 1.1, then you must add the Device SubType column in the template.

6. Click Browse .

The Choose file to Upload window is displayed.

7. Navigate to the folder that contains the .csv file, select the .csv file, and then click Open .

8. If you want SupportAssist Enterprise to monitor the health status of the devices, ensure that the Enable Monitoring option is selected.

9. Click Next .

Figure 7. Importing devices window

The Importing Devices window is displayed.

If you click Cancel while the device import operation is in progress:

● The import operation is stopped after your confirmation.

● Devices that were already imported are retained in the Default or Staging group.

● The import operation continues for devices for which discovery has already started.

● Devices for which the initial identification is incomplete are discarded.

Adding devices 55

While importing devices that are members of one or more domains by using a .csv file, if SupportAssist Enterprise detects that the credentials of two of those devices of a certain domain are incorrect, the import operation is paused for other devices in that domain. The import operation is paused to prevent automatic lockout of the domain account due to repetitive authentication failures. For devices of other domains included in the .csv file, the import process continues normally. If the import process is paused for devices of a certain domain, you can perform one of the following:

● Click Cancel to stop the import operation. You can try importing the .csv file again after verifying and updating the device credentials.

● Click Resume to continue importing other devices that are members of that domain.

CAUTION: Resuming the import operation may result in lockout of the domain account, if other devices in the .csv file use the same credentials.

10. Click Close .

Figure 8. Device Import pane

The Device Import pane is displayed. The result of the device import operation is as follows:

● Devices that were imported successfully are added to the device inventory.

● Devices that were identified, but did not meet certain prerequisites, are added to the Staging group. For more information on the Staging group, see

● Devices that were not identified are notified as failed devices.

Next steps

● For devices that were added successfully to the device inventory:

○ Verify if the device displays an error status. If an error status is displayed, click the error status to view a detailed description of the error and a possible resolution.

○ You may also have to perform additional tasks that may be required to enable SupportAssist Enterprise to monitor those devices. To allow SupportAssist Enterprise to monitor the device, enable monitoring and ensure that the SNMP settings of the device are configured. For instructions to enable monitoring, see

For instructions to configure the SNMP settings of a device, see Configuring SNMP settings by using SupportAssist

Enterprise

and

Manually configuring SNMP settings

● For devices that were added to the Staging group:

○ If the device is an iDRAC, ensure that the iDRAC Enterprise license is installed. For information on purchasing and installing the iDRAC Enterprise license, see the iDRAC User's Guide at https://www.Dell.com/idracmanuals .

○ If the device is a Storage SC Series array, ensure that SupportAssist is enabled in the Dell Compellent Enterprise

Manager application. For information on enabling the SupportAssist in Enterprise Manager, see the Dell Enterprise

Manager Administrator's Guide at https://www.Dell.com/storagemanuals .

○ Ensure that all prerequisites for adding the device are met. For information on the prerequisites for adding a device, see the "Prerequisites" section in the instructions for adding each device type. See

Adding a single device

56 Adding devices

○ Revalidate each device. See

Exporting details of devices that were not imported

● For devices notified as failed devices:

1. Export the device details to view the issue description and possible resolution. See

2. Update the device details in the .csv file and try importing the devices again.

Related references

Import Multiple Devices on page 194

Exporting details of devices that were not imported

About this task

You can export the details of the devices that were not imported as a .csv file. The exported file contains the device details, description of the issue, and the possible resolution.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. In the Device Import pane, click Save failed device list .

The Save As window is displayed.

3. Navigate to the location where you want to save the file and click Save .

Next steps

Open the exported .csv file. The Status column displays the error code, description of the issue, and the possible resolution.

Revalidating a device

Prerequisites

● The device that you want to revalidate must be in the Staging group.

● If the device is a Storage SC Series array, ensure that SupportAssist is enabled in the Dell Compellent Enterprise

Manager application. For information on enabling the SupportAssist in Enterprise Manager, see the Dell Enterprise Manager

Administrator's Guide at https://www.Dell.com/storagemanuals .

● Ensure that all prerequisites for adding the device are met. For information on the prerequisites for adding a device, see the

"Prerequisites" section in the instructions for adding each device type. See Adding a single device

About this task

Revalidating a device enables you to verify if a device present in the Staging group meets the requirements for enabling

SupportAssist Enterprise capabilities.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. In the Refine By pane, select Staging .

The devices in the Staging group are displayed.

3. Select the device that you want to revalidate.

Adding devices 57

Figure 9. Revalidate option

The device overview pane is displayed.

4. Click Revalidate .

SupportAssist Enterprise identifies the device and verifies if all the requirements for enabling SupportAssist Enterprise capabilities are met. If the revalidation is successful, the Assign Device Group (Optional) page is displayed.

5. If desired, from the Assign Other Group list, select a device group to which you want to assign the device.

6. Click Finish .

The device is added to the device inventory, and the Summary page is displayed.

7. Click OK .

58 Adding devices

Managing device discovery rules

A device discovery rule enables you to discover and add devices that are present within one or more IP address ranges. Creating a device discovery rule helps you add multiple devices, and reduces the effort involved in adding each device individually.

Topics:

•

Creating device discovery rule

•

Viewing the device discovery rule overview pane

•

Editing device discovery rule

•

Deleting device discovery rule

•

Running the discovery rule

Creating device discovery rule

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

About this task

By creating a discovery rule, you can discover and add devices based on IP address ranges. While you create the discovery rule, you can select a Credential Profile that must be applied to the devices. After creating the device discovery rule, you can run the rule immediately or based on a schedule to discover devices.

Steps

1. Point to Devices and click Manage Rules for Device Discovery .

The Manage Discovery Rules page is displayed.

2. Click Create Discovery Rule .

The Create Discovery Rule window is displayed.

3. Type a name for the discovery rule in the appropriate field.

4. From the Credential profile list, select a Credential Profile that contains the Account Credentials for the device types that are present within the IP address ranges. To create a new credential profile, select Create New Profile and click Create .

To enter the profile details, follow steps 3 to 7 in Creating Credential Profile .

5. Type the IP address or IP address range of the devices that you want to discover. To add another IP address range, click

Add another range , and then type the IP address range of the devices.

NOTE: You can add up to five different IP address ranges in the following format:

● 10.34.*.*

● 10.34.1-10.*

● 10.34.*.1-10

● 10.34.1-10.1-10

● 10.34.1.1/24

NOTE: Ensure that the IP address ranges that you have entered do not overlap with each other.

NOTE: For an IP address entered in Classless-Inter Domain Routing (CIDR) notation, for example 10.34.1.1/24, the subnet mask entry is not considered.

6. Type the Subnet Mask of the specified IP address range in the appropriate field.

7. Select an option based on your preference:

● Run now — Discover the devices immediately.

Managing device discovery rules 59

● Run once — Discover the devices at a specific date and time.

● Recur — Schedule the discovery of devices at periodic intervals.

8. Click Next .

The Discovering Devices window is displayed. Based on the device types included in the Credential Profile, the device types are selected automatically.

9. If desired, clear the device types that you do not want to discover.

10. In the Configuration Settings section, clear the following options based on your preference:

● Perform deep discovery — Discover a device and its associated device types. See

● Enable Monitoring — Enables SupportAssist Enterprise to detect hardware issues that may occur on the discovered devices.

● Configure SNMP to receive alerts from this device — Automatically configure the SNMP settings of the discovered device to forward alerts (SNMP traps) to SupportAssist Enterprise.

● Install latest version of OMSA — Enables SupportAssist Enterprise to install the latest version of OMSA or iDRAC

Service Module (iSM) on the discovered servers. OMSA or iSM is required for collecting system information and to generate alerts from servers.

11. Click Add Rule .

The discovery rule is added and listed on the Manage Discovery Rules page. If you selected Run now , discovery of devices is initiated.

Related references

Create or Edit Device Discovery Rule on page 201

on page 200

Viewing the device discovery rule overview pane

About this task

The Manage Discovery Rules page enables you to view the Discovery Rule Details , Discovery Rule Current Iteration

Status , Recent Activity , and Current v/s Previous Discovery Rule Status panes. For more information about the attributes displayed in these panes, see

Discovery Rule Details

Discovery Rule Current Iteration Status

Recent Activity , and

Current v/s Previous Discovery Rule Status

Steps

1. Point to Devices and click Manage Rules for Device Discovery .

The Manage Discovery Rules page is displayed.

2. Select a discovery rule.

The Discovery Rule Details , Discovery Rule Current Iteration Status , Recent Activity , and Current v/s Previous

Discovery Rule Status panes are displayed.

Related references

Discovery Rule Current Iteration Status on page 202

on page 200

Discovery Rule Details

on page 202

Current versus Previous Discovery Rule Status on page 203

Recent Activity

on page 202

Editing device discovery rule

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

About this task

You can edit the discovery rule based on your requirement.

60 Managing device discovery rules

Steps

1. Point to Devices and click Manage Rules for Device Discovery .

The Manage Discovery Rules page is displayed.

2. Select the discovery rule that you want to edit and click Edit .

The Edit Device Discovery Rule window is displayed.

3. Update the name, IP address ranges, credential profile, and schedule as required and click Next .

The Discovering Devices window is displayed.

4. Select or clear the devices types and the configuration settings.

5. Click Edit Rule .

The discovery rule is updated.

Related references

Create or Edit Device Discovery Rule on page 201

on page 200

Deleting device discovery rule

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

About this task

You can delete the discovery rule based on your preference.

Steps

1. Point to Devices and click Manage Rules for Device Discovery .

The Manage Discovery Rules page is displayed.

2. Select the discovery rule that you want to delete and click Delete .

The Delete Device Discovery Rule window is displayed.

3. Click Yes .

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

on page 200

Running the discovery rule

Prerequisites

About this task

After creating a discovery rule, you can run the rule at any time.

Steps

1. Point to Devices and click Manage Rules for Device Discovery .

The Manage Discovery Rules page is displayed.

2. Select the discovery rule that you want to run and click Run now .

The devices associated with the discovery rule are discovered immediately.

NOTE: Devices that were discovered by the discovery rule, but are later unreachable are moved to the Inactive status.

If a device is in an Inactive status even after the discovery rule is run for three consecutive times, the device is deleted automatically from SupportAssist Enterprise.

Managing device discovery rules 61

Related references

Viewing support cases for a specific device

on page 200

62 Managing device discovery rules

Viewing cases and devices

The SupportAssist Enterprise user interface displays the devices that you have added and the support cases that are open for those devices. From the Devices page, you can perform various device-specific operations such as view collections, enable or disable monitoring, and so on. From the Cases page, you can manage cases that were opened by SupportAssist Enterprise.

NOTE: SupportAssist Enterprise does not create a support case for every alert that is received from a monitored device. A support case is created only if the alert type and number of alerts that are received from the device match with the criteria defined by Dell for support case creation.

Topics:

•

Viewing all support cases

•

•

Case management options

•

Viewing the device inventory

•

Viewing the device overview pane

•

Sorting the displayed data

Viewing all support cases

About this task

NOTE: The list of open cases is displayed only if you have completed the registration of SupportAssist.

To view the support cases that are present for your monitored devices, point to Cases and click View Cases . A Fetching

Cases progress indicator is displayed at the top of the Cases page when SupportAssist Enterprise is checking if cases are present for the devices that you have added.

Figure 10. Cases page

NOTE: By default, the case list is grouped by the device name or device IP address. The last refreshed date and time that is displayed in the group header indicates when the case information was last retrieved from Dell.

Viewing cases and devices 63

Support case information is automatically available, for supported devices that have valid Service Tags when SupportAssist

Enterprise connects to the Dell support case and service contract databases over the internet. Support case information is refreshed only in the following situations:

● When you open the Cases page.

● When you click the Refresh link on the Cases page.

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

After SupportAssist Enterprise has completed its open support cases update, the Cases page displays the current support cases. For information on the fields and details displayed on the Cases page, see

Case page

Viewing support cases for a specific device

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

About this task

You can view the open support cases for a specific monitored device by using the Check for cases option.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select the device for which you want to check for support cases.

The device overview pane is displayed.

NOTE: The device overview pane is displayed only if a single device is selected in the Devices page.

3. From the Tasks list, select Check for cases .

64 Viewing cases and devices

Figure 11. Check for cases option

● If support cases are present for the device, you are navigated to the Cases page. Support cases that are present for the device are displayed at the top of the Cases page.

● If no support cases are present for the device, an appropriate message is displayed.

NOTE: When you check for support cases, the latest support cases information is retrieved from Dell for the selected device. If support case information cannot be retrieved because of an issue, an appropriate message is displayed.

Case management options

The Cases page provides options that you can use to manage the support cases that were opened automatically by

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

● Suspend activities related to a support case

● Resume activities related to a support case

● Close a support case

NOTE: The case management options are applicable only for support cases that were opened automatically by

SupportAssist Enterprise.

Viewing cases and devices 65

Figure 12. Case options

Requesting to suspend case activities for 24 hours

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

About this task

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

● If you want to resolve the issue without any assistance from Technical Support

● If you do not want to receive any notifications related to the support case from Dell during a planned maintenance activity

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

Steps

1. Point to Cases and click View Cases .

The Cases page is displayed.

2. In the Refine by pane, from the Source Type list, select SupportAssist .

The list of all cases that were opened by SupportAssist are displayed.

3. Select the support case that you want to suspend.

NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist.

NOTE: The Suspend Activity 24 hours option is disabled if you have already requested to suspend notifications for the selected support case.

4. From the Case Options list, select Suspend Activity 24 hours .

The Suspend case activities for 24 hours window is displayed.

5. (Optional) Type your reason for requesting to suspend activities for the support case.

6. Click OK .

The Updating Case message is displayed. After the case is updated successfully, the Case Status message is displayed.

7. Click OK .

The support case displays a Suspended status.

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

on page 112

66 Viewing cases and devices

Requesting to resume support activities

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

About this task

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

Steps

1. Point to Cases and click View Cases .

The Cases page is displayed.

2. In the Refine by pane, from the Source Type list, select SupportAssist .

The list of all cases that were opened by SupportAssist are displayed.

3. Select the support case for which you want to Technical Support to resume case activities.

NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist.

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

4. From the Case Options list, select Resume Activity .

The Resume Activity window is displayed.

5. (Optional) Type your reason for requesting to resume activities for the support case.

6. Click OK .

The Updating Case message is displayed. After the case is updated successfully, the Case Status message is displayed.

7. Click OK .

The support case displays the appropriate status.

on page 112

Requesting to close a support case

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

About this task

If you have resolved a problem with a device, you can request Technical Support to close the corresponding 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 Closed and Closure

Requested status.

Steps

1. Point to Cases and click View Cases .

The Cases page is displayed.

2. In the Refine by pane, from the Source Type list, select SupportAssist .

The list of all cases that were opened by SupportAssist are displayed.

3. Select the support case that you want to close.

Viewing cases and devices 67

NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist.

4. From the Case Options list, select Request to Close .

The Request to close the case window is displayed.

5. (Optional) Type your reason for requesting to close the support case.

6. Click OK .

The Updating Case message is displayed. After the case is updated successfully, the Case Status message is displayed.

7. Click OK .

The support case displays a Closure requested status.

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

on page 112

Viewing the device inventory

About this task

To view the device inventory, point to Devices and click View Devices .

Figure 13. Device Inventory page

NOTE: The Devices page is refreshed automatically every 3 minutes.

For information on the fields and details displayed on the Devices page, see

Device inventory

Viewing the device overview pane

About this task

You can view details of a device such as the IP address, device type, model number, Service Tag, collection status, collection history, and so on in the device overview pane. From the device overview pane, you can also perform the following tasks:

● Clear the System Event Log of a server

● Check for support cases of a specific device

68 Viewing cases and devices

● Perform deep discovery

● Enable or disable maintenance mode for a device

● Install or upgrade OMSA on a server

● Configure the SNMP settings of a device

● Enable or disable monitoring of a device

● Revalidate a device that is present in the Staging group.

● Access the configuration viewer that allows you to view the system information collected from a device

● Add a device by duplication

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select a device.

NOTE: The device overview pane is displayed if only one device is selected in the Devices page.

NOTE: If a SupportAssist Enterprise-initiated task is already running on a device, you may not be able to select that device.

The device overview pane is displayed.

Figure 14. Device overview pane

Viewing cases and devices 69

Sorting the displayed data

About this task

To sort the data displayed on the Devices , Cases or Collections page, click a column header. The displayed data is sorted and an arrow that indicates the sorting type (ascending or descending) is displayed next to the column title. To reset the sorting, click the column header again.

70 Viewing cases and devices

Using Extensions

The extensions that are available in SupportAssist Enterprise enable you to extend the SupportAssist Enterprise capability to many devices. You can use the extensions to inventory and add devices that are managed by a systems management console such as Dell OpenManage Essentials or Microsoft System Center Operations Manager (SCOM). The extensions also enable you to optimize the performance of SupportAssist Enterprise by distributing the workload of collecting and uploading system information to remote systems.

Topics:

•

Types of extensions

•

Support for setting up adapter or Remote Collector

•

Getting started with adding devices managed by systems management consoles

•

Adapters

•

Remote Collectors

Types of extensions

Two types of extensions are available in SupportAssist Enterprise:

● Adapter — An application that acts as an interface between SupportAssist Enterprise and a systems management console.

The adapter enables SupportAssist Enterprise to inventory and retrieve alerts from supported devices that are managed by a systems management console, instead of adding each device individually. After inventorying and adding the devices,

SupportAssist Enterprise can monitor the devices for hardware issues and also collect and upload system information to Dell.

Two types of adapters available in SupportAssist Enterprise:

○ OpenManage Essentials adapter — For inventorying devices managed by OpenManage Essentials

○ System Center Operations Manager adapter — For inventorying devices managed by System Center Operations

Manager

○ OpenManage Enterprise adapter — For inventorying devices managed by OpenManage Enterprise – Tech Release

● Remote Collector — A remote instance of SupportAssist Enterprise that collects and uploads system information from devices that are present within a specific IP address range. The Remote Collector enables SupportAssist Enterprise to distribute the workload of collecting and uploading system information to a remote system. Typically, collection and upload of system information from all your devices is performed by the server where SupportAssist Enterprise is installed. When you set up a Remote Collector on a remote system, collection and upload of system information from devices within the specified IP address ranges is performed by the remote system. To ensure optimal performance of SupportAssist Enterprise,

Dell recommends that you set up a separate Remote Collector for every 3,500 devices.

Support for setting up adapter or Remote Collector

The capability to set up an adapter or Remote Collector is available only when SupportAssist Enterprise is installed on a

Windows operating system. The following tables provide a summary of the capability to set up an adapter or Remote Collector depending on the operating system.

Table 11. Support for setting up an adapter

Operating system where

SupportAssist Enterprise is installed

Windows

Support for setting up an adapter on a local or remote server running

Windows

Yes

Linux No

Support for setting up an adapter on a local or remote server running

Linux

Yes (For OpenManage Enterprise only)

NOTE: For the devices that you can inventory in SupportAssist Enterprise by setting up an adapter, see the list of devices in the SupportAssist Enterprise Version 1.2 Support Matrix at https://www.Dell.com/ServiceabilityTools .

Using Extensions 71

Table 12. Support for setting up a Remote Collector

Operating system where

SupportAssist Enterprise is installed

Windows

Support for setting up Remote

Collector on a remote server running

Windows

Yes

Linux No

Support for setting up Remote

Collector on a remote server running

Linux

Yes

NOTE: For the devices that you can assign to a Remote Collector, see the list of devices in the SupportAssist Enterprise

Version 1.2 Support Matrix at https://www.Dell.com/ServiceabilityTools .

Getting started with adding devices managed by systems management consoles

To inventory and add devices that are managed by a systems management console such as OpenManage Essentials, Microsoft

System Center Operations Manager, or OpenManage Enterprise - Tech Release:

1. Add Account Credentials in SupportAssist Enterprise for the devices that you want to add from the systems management console. See

Adding Account Credentials .

2. Create one or more Credential Profiles depending on the type of devices that you want to add. See

Creating Credential

Profile

3. Set up the adapter in SupportAssist Enterprise. See

Setting up OpenManage Essentials adapter

Setting up Microsoft

System Center Operations Manager adapter , or

Setting up OpenManage Enterprise adapter

4. If you are adding more than 4,000 devices, set up a Remote Collector. See

Setting up Remote Collector

Adapters

The adapter is an application that acts as an interface between SupportAssist Enterprise and a systems management console.

Setting up an adapter enables SupportAssist Enterprise to inventory devices and retrieve alerts from devices that are managed by the systems management console. You can set up one or more of the following adapters depending on the systems management console that you are using:

● OpenManage Essentials adapter — To inventory devices that are managed by OpenManage Essentials

● System Center Operations Manager adapter — To inventory Dell EMC devices that are managed by Microsoft System

Center Operations Manager by using the Dell Server Management Pack Suite

● OpenManage Enterprise – Tech Release adapter — To inventory devices that are managed by OpenManage Enterprise –

Tech Release

NOTE: Servers running Debian and Ubuntu operating systems can only be added directly in SupportAssist Enterprise, and not through the adapters.

Related references

Extensions on page 209

Set Up OpenManage Enterprise adapter

on page 212

on page 77

Setting up OpenManage Essentials adapter

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

Granting elevated or administrative privileges to users .

● The system where you want to set up the adapter must be running OpenManage Essentials version 2.3 or later.

● You must have administrator privileges on the system running OpenManage Essentials.

72 Using Extensions

● You must have created Account Credentials and a Credential Profile that contains the credentials of the devices that will be inventoried by the adapter. See

Creating Account Credentials

and Creating Credential Profile .

● The server running SupportAssist Enterprise must have Internet connectivity.

● You must have read-write access to the system drive of the target device.

About this task

Setting up the OME adapter enables you to inventory and add devices that are managed by OpenManage Essentials. During the set up, SupportAssist Enterprise installs the adapter on the system running OpenManage Essentials, and then inventories the devices.

NOTE: If you have installed SupportAssist Enterprise and OpenManage Essentials on the same server, you must also set up the adapter on the same server to add devices that are managed by OpenManage Essentials.

NOTE: If you have upgraded from SupportAssist for OpenManage Essentials to SupportAssist Enterprise, the OpenManage

Essentials adapter is automatically set up and your devices are inventoried and added in SupportAssist Enterprise.

NOTE: The OpenManage Essentials adapter only inventories devices that are supported by SupportAssist Enterprise.

For the list of supported devices, see the SupportAssist Enterprise version 1.2 Support Matrix at https://www.Dell.com/

ServiceabilityTools .

Steps

1. Point to Extensions and click Manage Adapters .

The Adapters page is displayed.

2. Click Set Up Adapter .

The Set Up Adapter window is displayed.

Figure 15. Set Up Adapter window

3. From the Adapter type list, select OpenManage Essentials .

4. Perform the following: a. Type the hostname or IP address of the server where OpenManage Essentials is installed.

b. If desired, type a name for the adapter in the appropriate field.

The name that you enter is used to represent the adapter in SupportAssist Enterprise. If you do not enter a name, the host name or IP address that you have entered is used to represent the adapter.

c. Type the user name and password in the appropriate fields.

NOTE: If you change the credentials of the system running OpenManage Essentials because of the security policy requirements of your company or for other reasons, ensure that you also update the adapter credentials in

SupportAssist Enterprise. It is recommended that you create a service account with credentials that do not expire, and enter the service account credentials in SupportAssist Enterprise.

5. From the Update device inventory list, select the desired frequency for inventorying devices through the adapter.

6. From the Credential profile list, select a Credential Profile that contains the Account Credentials for the device types that will be inventoried by the adapter.

Using Extensions 73

7. Click OK .

The Adapter Details overview pane is displayed and devices that are managed by OpenManage Essentials are inventoried in

SupportAssist Enterprise.

Figure 16. Adapters page

NOTE: If the adapter is not added successfully, you may have to delete the adapter and set it up again.

NOTE: While assigning a Credential Profile, SupportAssist Enterprise performs additional classification tasks in the background for each device. Therefore, assigning Credential Profiles may be prolonged depending on the device types, number of devices, and your network bandwidth. For more information on the approximate time that is taken to assign

Credential Profiles, see

Approximate time taken to assign Credential Profiles .

Next steps

If the Credential Profile that you selected contains the correct credentials for the inventoried devices, the devices are added to the Default group. Devices for which the credentials are either not correct or not available are moved to the Staging group.

NOTE: By default, monitoring is enabled for devices that are added successfully through the adapter.

NOTE: The automated support capabilities of SupportAssist Enterprise are not available for devices that are placed in the

Staging group.

To add devices that are placed in the Staging group:

1. In the Refine by pane, expand Groups and select Staging . You can also select the adapter under Devices Added in the

Refine by pane to view devices that are inventoried by an adapter. If necessary, use the Search by option to filter the displayed list of devices.

2. Perform one of the following:

● Select the devices and assign a Credential Profile that contains the credentials of the selected devices.

● Select a device and click Edit to assign a Credential Account.

3. Repeat step 2 until you have assigned the correct Credential Profile or Account Credentials to all devices.

NOTE: For Storage PS Series devices, only the Storage PS Series management group is added through the adapter. The

Storage PS Series members are not added through the adapter.

Related references

Adapters

on page 209

Set Up OpenManage Essentials Adapter

on page 211

Setting up the Microsoft System Center Operations Manager adapter

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

Granting elevated or administrative privileges to users .

● The system or virtual machine where you want to set up the adapter must be running one of the following:

○ Microsoft System Center Operations Manager 2012 R2

○ Microsoft System Center Operations Manager 2012 SP1

○ Microsoft System Center Operations Manager 2016

74 Using Extensions

● Dell Server Management Pack Suite Version 6.3 or 7.0 for Microsoft System Center Operations Manager and System Center

Essentials must be installed on the system. For information on the required management packs, see

Management packs required by Operations Manager

● You must have administrator privileges on the system or virtual machine running System Center Operations Manager.

● The server running SupportAssist Enterprise must have Internet connectivity.

● You must have created Account Credentials and a Credential Profile that contains the credentials of the devices that will be inventoried by the adapter. See

Creating Account Credentials

and Creating Credential Profile

● You must have read-write access to the system drive of the target device.

About this task

Setting up the System Center Operations Manager (SCOM) adapter enables you to inventory and add devices that are managed by System Center Operations Manager. During the set up, SupportAssist Enterprise installs the adapter on the system running

Operations Manager, and then inventories the devices.

NOTE: If you have upgraded from SupportAssist for Microsoft System Center Operations Manager to SupportAssist

Enterprise, the System Center Operations Manager adapter is automatically set up and your devices are inventoried in

SupportAssist Enterprise.

NOTE: The System Center Operations Manager adapter only inventories Dell PowerEdge servers, iDRAC, and OEM devices that are supported by SupportAssist Enterprise. For the list of supported PowerEdge servers, see the SupportAssist

Enterprise version 1.2 Support Matrix at https://www.Dell.com/ServiceabilityTools .

Steps

1. Point to Extensions and click Manage Adapters .

The Adapters page is displayed.

2. Click Set Up Adapter .

The Set Up Adapter window is displayed.

Figure 17. Set Up Adapter window

3. From the Adapter type list, select System Center Operations Manager.

4. If desired, type a name for the adapter in the appropriate field.

5. If you are setting up the adapter on the management group: a. Type the hostname or IP address of the management group.

b. Type the user name and password in the appropriate fields.

6. If you are setting up the adapter on a Remote Console (RC), select Establish a remote connection with the management group , and perform the following:

Using Extensions 75

a. Type the hostname or IP address of the management group.

b. Type the user name and password in the appropriate fields.

c. Type the hostname or IP address of the Remote Console.

d. Type the user name and password in the appropriate fields.

NOTE: If you change the credentials of the system running the Management Group or Remote Console because of the security policy requirements of your company or for other reasons, ensure that you also update the adapter credentials in SupportAssist Enterprise. It is recommended that you create a service account with credentials that do not expire, and enter the service account credentials in SupportAssist Enterprise.

7. From the Credential profile list, select a Credential Profile that contains the credentials of the devices that will be inventoried by the adapter.

8. From the Update device inventory list, select the desired frequency for inventorying devices through the adapter.

9. Click OK .

The Adapter Details overview pane is displayed and devices that are managed by System Center Operations Manager are inventoried in SupportAssist Enterprise.

NOTE: If the adapter is not added successfully, you may have to delete the adapter and set it up again.

Credential Profiles, see

Approximate time taken to assign Credential Profiles .

Next steps

NOTE: By default, monitoring is enabled for devices that are added successfully through the adapter.

NOTE: The automated support capabilities of SupportAssist Enterprise are not available for devices that are placed in the

Staging group.

To add devices that are placed in the Staging group:

1. In the Refine by pane, expand Groups and select Staging . You can also select the adapter under Devices Added in the

Refine by pane to view devices that are inventoried by an adapter. If necessary, use the Search by option to filter the displayed list of devices.

2. Perform one of the following:

● Select the devices and assign a Credential Profile that contains the credentials of the selected devices.

● Select a device and click Edit to assign a Credential Account.

3. Repeat step 2 until you have assigned the correct Credential Profile or Account Credentials to all devices.

Related references

Adapters

on page 209

Set Up Microsoft System Center Operations Manager Adapter

on page 211

Management Packs for inventorying devices managed by

Operations Manager

The following table lists the Dell EMC Server Management Pack Suite Version 6.3 or 7.0 required for SupportAssist Enterprise to inventory devices that are managed by System Center Operations Manager (SCOM).

76 Using Extensions

Table 13. Management Packs for inventorying devices managed by Operations Manager

Devices to be monitored

Dell EMC x9xx or later generation of

PowerEdge servers

Monitoring Feature

Servers and Rack Workstations Agent-based

Monitoring

Required Management Packs

● Dell EMC Base Hardware Library

● Dell EMC Server Model

● Dell EMC Server Operations Library

● Dell EMC Server View Library

● Dell EMC Windows Server (Scalable Edition)

● Dell EMC Operations Library Common

● Dell EMC Server and Rack Workstation

Monitoring (Licensed) iDRAC DRAC Monitoring ● Dell EMC Feature Monitoring (optional)

● Dell EMC Base Hardware Library

● Dell EMC Operations Library Common

● Dell EMC DRAC Model

● Dell EMC DRAC View

● Dell EMC DRAC Operations Library

● Dell EMC DRAC (SC2012 OM)

NOTE: For information about importing the required management packs, see the Dell EMC Server Management Pack

Suite For Microsoft System Center Operations Manager And System Center Essentials Installation Guide at www.dell.com/ openmanagemanuals , under Server Management Pack Versions for Microsoft System Center Operations Manager .

Setting up OpenManage Enterprise adapter

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

Granting elevated or administrative privileges to users .

● You must have administrator privileges on the system running OpenManage Enterprise – Tech Release.

● You must have created Account Credentials and a Credential Profile that contains the credentials of the devices that will be inventoried by the adapter. See

Creating Account Credentials

and Creating Credential Profile .

About this task

Setting up the OpenManage Enterprise adapter enables you to inventory devices that are managed by OpenManage Enterprise

– Tech Release. During the set up, SupportAssist Enterprise installs the adapter on the system running SupportAssist Enterprise and then inventories the devices.

You can only inventory and add the following devices through the OpenManage Enterprise adapter:

● iDRAC of 12th to 14th generation of PowerEdge servers

● Servers running Linux, ESXi, and HyperV

● Chassis

● Storage SC Series devices (previously Compellent)

● Networking devices (previously Force10)

Steps

1. Point to Extensions and click Manage Adapters .

The Adapters page is displayed.

2. Click Set Up Adapter .

The Set Up Adapter window is displayed.

3. From the Adapter type list, select OpenManage Enterprise .

4. Perform the following: a. Type the hostname or IP address of the server where OpenManage Enterprise is installed.

b. If desired, type a name for the adapter in the appropriate field.

Using Extensions 77

The name you enter is used to represent the adapter in SupportAssist Enterprise. If you do not enter a name, the host name or IP address that you have entered is used to represent the adapter.

c. Type the user name and password in the appropriate fields.

5. From the Credential profile list, select a Credential Profile that contains the Account Credentials for the device types that will be inventoried by the adapter.

6. From the Update device inventory list, select the desired frequency for inventorying devices through the adapter.

7. Click OK .

The Adapter Details overview pane is displayed and devices that are managed by OpenManage Enterprise – Tech Release are inventoried in SupportAssist Enterprise.

Next steps

NOTE: By default, monitoring is enabled for devices that are added successfully through the adapter.

NOTE: The automated support capabilities of SupportAssist Enterprise are not available for devices that are placed in the

Staging group.

NOTE: For Storage PS Series devices, only the Storage PS Series management group is added through the adapter. The

Storage PS Series members are not added through the adapter.

To add devices that are placed in the Staging group:

1. In the Refine by pane, expand Groups and select Staging . You can also select the adapter under Devices Added in the

Refine by pane to view devices that are inventoried by an adapter. If necessary, use the Search by option to filter the displayed list of devices.

2. Perform one of the following:

● Select the devices and assign a Credential Profile that contains the credentials of the selected devices.

● Select a device and click Edit to assign a Credential Account.

3. Repeat step 2 until you have assigned the correct Credential Profile or Account Credentials to all devices.

NOTE: When the OpenManage Enterprise services are suspended and resumed, the OpenManage Enterprise adapter will only retrieve alerts that have occurred in the last 12 hours for devices that are added in SupportAssist Enterprise through the OpenManage Enterprise adapter.

NOTE: After synchronization of the OpenManage Enterprise adapter, some of the iDRACs may not be displayed in

SupportAssist Enterprise. This may occur if the iDRAC version cannot be retrieved from OpenManage Enterprise.

Related concepts

Adapters

on page 72

Related references

Set Up OpenManage Enterprise adapter

on page 212

Viewing adapter overview pane

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

About this task

You can view details of an adapter such as the adapter type, operating system type, managed devices, staging devices, version, and the last inventory date and time in the adapter overview pane.

Steps

1. Point to Extensions and click Manage Adapters .

The Adapters page is displayed.

78 Using Extensions

2. Select an adapter.

The adapter overview pane is displayed.

Related references

Adapters

on page 209

Adapter overview pane on page 213

Viewing devices inventoried by the adapter

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. In the Refine By pane, under Devices Added , click + to expand the adapter list, and then select the adapter.

The devices that are inventoried by the adapter are displayed.

Related references

Adapters

on page 209

Synchronizing adapter

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

About this task

By default, the adapter inventories devices from the systems management console at regular intervals, based on your selection.

Depending on your requirement, you can also manually initiate the inventory of devices at any time.

Steps

1. Point to Extensions and click Manage Adapters .

The Adapters page is displayed.

2. Select an adapter.

The adapter overview pane is displayed.

3. Click Sync now .

Related references

Adapters

on page 209

Editing adapter

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

About this task

You can edit the details of the adapter to update any of the following:

Using Extensions 79

● Credentials of the server where the adapter is set up

● Inventory frequency

● Credential Profile

● Name

Steps

1. Point to Extensions and click Manage Adapters .

The Adapters page is displayed.

2. Select the adapter that you want to edit and click Edit .

The Edit Adapter window is displayed.

3. Edit the name, user name, and password as required.

4. Change the update inventory frequency and Credential Profile as required.

5. Click Update .

The details of the adapter are updated.

Related references

Adapters

on page 209

Deleting adapter

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

About this task

You can delete an adapter from SupportAssist Enterprise based on your preference.

Deleting an adapter results in the following:

● Removes the adapter from SupportAssist Enterprise user interface

● Removes the devices associated with the adapter

● Uninstalls the adapter application from the server where it was set up

NOTE: Uninstallation of the OpenManage Enterprise adapter occurs only if all the OpenManage Enterprise adapters are deleted in SupportAssist Enterprise.

Steps

1. Point to Extensions and click Manage Adapters .

The Adapters page is displayed.

2. Select the adapter you want to delete and click Delete .

The Delete Adapter window is displayed.

3. Click Yes .

Related references

Adapters

on page 209

Approximate time required to assign Credential Profile

Assigning a Credential Profile may be prolonged depending upon the device types, number of devices, and your network bandwidth.

The following table provides the approximate time required to assign a Credential Profile depending upon the number of devices.

80 Using Extensions

Table 14. Device count and Credential Profile assignment duration

Number of devices

Time taken to assign a Credential Profile

3 minutes

100

1000

1500

2000

3000

15 minutes

30 minutes

6 hours

9 hours

12 hours

17 hours

Remote Collectors

The Remote Collector is a remote instance of SupportAssist Enterprise that collects and uploads system information from devices within a specified IP address range. The Remote Collector enables SupportAssist Enterprise to distribute the workload associated with collecting and uploading system information to a remote server. You can set up the Remote Collector on any remote server. Depending on the total number of devices, you can set up multiple Remote Collectors.

System information collected by a Remote Collector is saved on the remote server and directly uploaded to Dell from the remote server.

NOTE: A single Remote Collector can collect and upload system information to Dell from up to 4,000 devices.

NOTE: The Remote Collector (remote instance of SupportAssist Enterprise) can only collect and upload system information from devices. You cannot add devices to a Remote Collector.

Related references

Extensions on page 209

Minimum requirements for setting up a Remote Collector

The following sections describe the minimum hardware and networking requirements for setting up a Remote Collector in

SupportAssist Enterprise.

Hardware requirements

The following table provides a summary of the minimum hardware requirements on the server where the Remote Collector is set up.

Table 15. Hardware requirements

Requirement

For collection of system information from a single device

Processor

1 core

For collection of system information from up to 20 devices

For collection of system information from up to 100 devices

2 cores

4 cores

Installed memory (RAM)

4 GB

8 GB

Hard drive (free space)

1 GB

4 GB

12 GB

Using Extensions 81

Table 15. Hardware requirements (continued)

Requirement

For collection of system information from up to 300 devices

For collection of system information from up to 1000 devices

For collection of system information from up to 4000 devices

Processor

4 cores

8 cores

Installed memory (RAM)

8 GB

Hard drive (free space)

32 GB

8 GB

16 GB

60 GB

90 GB

Network requirements

The following are the network requirements of the server where the Remote Collector is set up.

● Internet connection — standard 1 GbE network or faster.

● The server where the Remote Collector is set up must be able to communicate with the SupportAssist server hosted by Dell over HTTPS protocol.

● The Remote Collector must be able to connect to the following destinations:

○ https://is.us.dell.com/FUS/api/2.0/uploadfile — the file upload server where the collected system information is uploaded.

○ https://is.us.dell.com/FUSCHUNK/api/1.0/file/uploadChunk — the file upload server where the collection files greater than 10 MB in size are uploaded.

The following table lists the network bandwidth requirements for collecting system information from devices.

Table 16. Network bandwidth requirements

Requirement

For collection of system information from a single device

Minimum LAN bandwidth*

10 Mbps

For collection of system information from up to 20 devices

0.5 Gbps

For collection of system information from up to 100 devices

0.5 Gpbs

0.5 Gpbs For collection of system information from up to 300 devices

For collection of system information from up to 1000 devices

1 Gpbs

For collection of system information from up to 4000 devices

1 Gpbs

Minimum WAN bandwidth**

5 Mbps

10 Mbps

20 Mbps

* Network bandwidth required for collecting system information from devices within a single site.

** Network bandwidth required for collecting system information from devices that are distributed across multiple sites.

The following table lists the ports that must be open on the server where the Remote Collector is set up.

Table 17. Network port requirements on the server where the Remote Collector is set up

Port

Direction

Out

Usage

For configuring the remote system running a Linux operating system and for collecting system information

80 Out For HTTP communication

82 Using Extensions

Table 17. Network port requirements on the server where the Remote Collector is set up (continued)

Port

135

Direction

Out

Usage

For configuring the remote system running Windows (WMI) and to collect system information

162

443

1311

5700

5701, 5702, 5703, and 5704

5706 In

Out

For receiving alerts (SNMP traps) from remote devices

For Secure Socket Layer (SSL) communication and WS-Man communication

For Dell OpenManage Server Administrator (OMSA) communication

For opening SupportAssist Enterprise securely (HTTPS) from a remote system

For collecting system information from devices

61616 In

For IPMI communication with iDRACs that are present in a Microsoft Azure Stack environment

For processing SupportAssist Enterprise tasks

The following table lists the ports that must be open on remote devices that you want to monitor or collect system information by using SupportAssist Enterprise.

Table 18. Network port requirements on remote devices

Device Type

Server /

Hypervisor

Port

Usage

To collect system information from devices running a Linux operating system

135 To collect system information from devices running a Linux Windows operating system iDRAC

443

1311

443

623

For Secure Socket Layer (SSL), WS-Man, and VMware web services communication

For OMSA communication

For Secure Socket Layer (SSL) and WS-Man communication

For IPMI communication with iDRACs that are present in a Microsoft Azure Stack environment

To collect system information Storage PS

Series or

EqualLogic

Storage MD

Series or

PowerVault

Storage SC

Series or

Compellent

Fluid File System

(FluidFS)

Networking

Chassis

Software

Solution

2463

443

22 and 44421 To collect system information

443

135

443

To collect system information

To collect system information from a device running HTI Kit for VMware

To collect system information from a device running VMware vCenter

To collect system information from a device running SCVMM

To collect system information from a device running SAN HQ

To collect system information from a Web-Scale converged appliance

Using Extensions 83

Setting up Remote Collector

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

Granting elevated or administrative privileges to users .

● The server where you want to set up the Remote Collector must be reachable from the server where SupportAssist

Enterprise is installed.

● Port 5700 must be open on both the server running SupportAssist Enterprise and the server where you want to set up the

Remote Collector.

● The remote system must have internet connectivity for uploading the collected system information to Dell.

● The remote system must meet the minimum requirements for setting up the Remote Collector. See

Minimum requirements for setting up a Remote Collector

● The server running SupportAssist Enterprise must have Internet connectivity.

● You must have read-write access to the system drive of the target device.

About this task

Setting up a Remote Collector enables SupportAssist Enterprise to distribute the workload associated with collecting and uploading system information to a remote server. During the set up, SupportAssist Enterprise installs the Remote Collector on the remote server.

Steps

1. Point to Extensions and click Manage Remote Collectors .

The Remote Collectors page is displayed.

2. Click Set Up Remote Collector .

The Set Up Remote Collector window is displayed.

Figure 18. Set Up Remote Collector window

3. Type the hostname or IP address of the server where you want to set up the Remote Collector.

4. If desired, type a name for the Remote Collector in the appropriate field.

84 Using Extensions

5. Type the user name and password in the appropriate fields.

6. To assign devices to the Remote Collector by using hostname expressions: a. Select Hostname .

b. Type the hostname expression or hostname expressions of the devices that you want to assign to the Remote Collector.

NOTE: The hostname expression can only include *, ?, or alphanumeric characters.

c. To add multiple hostname expressions, click Add another expression , and then type the hostname expressions of the devices.

7. To assign devices to the Remote Collector by using IP address ranges: a. Select IP address / range .

b. Type the IP address or IP address ranges of the devices that you want to associate with the Remote Collector.

c. To add multiple IP address ranges, click Add IP address range , and then type the IP address range of the devices.

You can add up to five different IP address ranges by using one of the following formats:

● 193.109.112.99

● 193.109.112.*

● 193.104.20-40.*

● 192.168.*.*

● 192.168.2-51.3-91

● 193.109.112.45-99

NOTE: Ensure that the IP address ranges you have entered do not overlap with each other.

8. If the remote server connects to the internet through a proxy server, select the The remote system connects to the internet through a proxy server option and then do the following: a. Type the host name or IP address, and port number of the proxy server in the appropriate fields.

b. If a user name and password are required to connect to the proxy server, select Proxy requires authentication and then type the user name and password in the appropriate fields.

c. In the Proxy Exclusion List box, type the IP address ranges or host name expressions of devices to which the

Remote Collector must communicate directly and not through the proxy server. IP address of devices that communicate through https protocol must be included in the proxy exclusion list. Examples of devices that communicate through https protocol include iDRAC, Storage SC Series arrays, VMware ESX and ESXi, and XC Series of Web-scale Hyper-converged appliances.

NOTE: You can enter one or more IP address ranges as semi-colon separated values. For example, 10.49.*.* ;

10.49.18.* ; *.*.100.10.

You can enter a list of IP address ranges in the following formats:

● 10.49.*.*

● 10.49.18.*

● *.*.100.10

● *.*.*.10

● *.10.12.100

● 10.*.*.*

The following IP address range formats are not supported:

● 10.*.*.49

● 10.*.49.*

● 10.49.*.10

NOTE: If you have assigned devices to the Remote Collector by using IP address ranges, ensure that you only enter IP address ranges in the Proxy Exclusion List. If you have assigned devices to the Remote Collector by using hostname expressions, ensure that you only enter hostname expressions in the Proxy Exclusion List.

9. Click OK .

The Set Up Remote Collector overview pane is displayed and the Remote Collector (remote instance of SupportAssist

Enterprise) is installed and set up on the remote server.

NOTE: If the Remote Collector is not added successfully, you may have to delete the Remote Collector and set it up again.

Using Extensions 85

Related references

Set Up Remote Collector

on page 215

Viewing collections for devices associated with a Remote Collector

About this task

Collections that are performed by Remote Collectors can only be viewed by manually accessing the collection file.

Steps

1. Log in to the server where the Remote Collector is set up.

2. Perform one of the following:

● If you have set up the Remote Collector on a server running Windows — Browse to <Drive where SupportAssist

Enterprise is installed>:\Program Files\Dell\SupportAssist\Reports folder.

● If you have set up the Remote Collector on a server running Linux — Browse to

\opt\Dell\supportassist\reports folder.

3. Extract the appropriate collection .zip file and then double click the index.html

file.

NOTE: For collections from devices that are running a non-English operating system, the Configuration Viewer may not display certain attributes as expected.

The Configuration Viewer opens in a web browser window.

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

Viewing the Remote Collector overview pane

Prerequisites

About this task

You can view details of a Remote Collector such as the name of the Remote Collector, IP address, connectivity status, collection range, and the details of the connected devices in the Remote Collector overview pane.

Steps

1. Point to Extensions and click Manage Remote Collectors .

The Remote Collectors page is displayed.

2. Select a Remote Collector.

The Remote Collector overview pane is displayed.

86 Using Extensions

Figure 19. Remote Collector overview pane

Related references

Remote Collector overview pane on page 216

Viewing devices associated with a Remote Collector

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

Steps

1. Point to Extensions and click Manage Remote Collectors .

The Remote Collectors page is displayed.

2. Select a Remote Collector.

The Remote Collector overview pane is displayed.

Figure 20. Remote Collector overview pane

3. Click View all devices .

Devices that are associated with the Remote Collector are displayed on the Devices page.

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

Editing Remote Collector

Prerequisites

Using Extensions 87

About this task

You can edit the name, IP address range, user name, and password of a Remote Collector based on your preference.

Steps

1. Point to Extensions and click Manage Remote Collectors .

The Remote Collectors page is displayed.

2. Select the Remote Collector that you want to update and click Edit .

The Edit Remote Collector window is displayed.

3. Edit the name, IP address range, user name, password, proxy details, and the proxy exclusion list as required.

4. Click Update .

If SupportAssist Enterprise is unable to connect to the remote system using the entered credentials:

● The existing credentials are retained

● The Remote Collector and the Upload Connectivity on the Remote Collectors page retain the status that was displayed prior to editing the credentials

If the remote system is unable to connect to the proxy server using the entered proxy server credentials:

● The entered proxy server credentials are saved in SupportAssist Enterprise, but the existing proxy server credentials are retained in the Remote Collector.

● The Remote Collector displays a proxy validation failed status, but the Upload connectivity retains the status that was displayed prior to editing the proxy server credentials.

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

Deleting Remote Collector

Prerequisites

About this task

You can delete a Remote Collector from SupportAssist Enterprise based on your preference.

CAUTION: Deleting the Remote Collector will also delete all collections that are saved on the remote system.

Steps

1. Point to Extensions and click Manage Remote Collectors .

The Remote Collectors page is displayed.

2. Select the Remote Collector you want to delete and click Delete .

The Remove Remote Collector window is displayed.

3. Click Remove Remote Collector .

The Remote Collector is removed from SupportAssist Enterprise and the Remote Collector application is uninstalled from the remote system. If the IP address range or hostname expression of devices that were assigned to the Remote

Collector overlap with that of another Remote Collector, the applicable devices are assigned to the other Remote Collector.

Otherwise, the devices are assigned to server running SupportAssist Enterprise.

Related references

88 Using Extensions

Device grouping

SupportAssist Enterprise has two predefined device groups— Default 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, storage, or networking)

● 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.

● Assign a Credential Profile for each device type included in 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 Enterprise.

NOTE: You can create and manage device groups only if you are logged in to SupportAssist Enterprise with elevated or administrative privileges. For information on the SupportAssist Enterprise user groups, see

Granting elevated or administrative privileges to users .

NOTE: The credentials, contact information, and parts dispatch information configured for a device group override the default credentials, contact information, and parts dispatch information configured through the Settings pages. For example, if you have created a device group and configured the primary contact for the device group, all SupportAssist

Enterprise notifications for issues with any device included in the device group are sent to the primary contact assigned to that device group.

Related tasks

Viewing device groups

on page 90

Creating a device group

on page 90

Managing devices in a device group on page 91

Managing the credentials of a device group

on page 92

Viewing and updating the contact information of a device group

on page 92

Editing device group details on page 93

Deleting a device group

on page 93

Topics:

•

Managing the credentials of a device group

•

Viewing device groups

•

Creating a device group

•

Managing devices in a device group

•

•

Viewing and updating the contact information of a device group

•

Editing device group details

•

Deleting a device group

Device grouping 89

Predefined device groups

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

● Default group — Contains devices that you have assigned to the Default group. By default, all devices that are discovered successfully are assigned to this group, unless you assign the device to any other group.

● 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 will be automatically moved to the Default group when you revalidate them after the requirement is met. SupportAssist Enterprise capabilities are not available for devices that are present in this group. Typically, a device is added to the staging group in the following scenarios:

○ For servers, the iDRAC does not have the required license installed

○ For Compellent devices, SupportAssist is not enabled in the Dell Compellent Enterprise Manager application

○ Certain prerequisites for adding the device are not met

Viewing device groups

You can view the devices groups that you have created in the Device Groups page.

Steps

To view the device groups, point to Devices and click Manage Device Groups .

The Device Groups page is displayed.

Figure 21. Device Groups page

Creating a device group

You can create a device group based on your requirement. For example, you can create device groups based on the device types.

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

Steps

1. Point to Devices and click Manage Device Groups .

The Device Groups page is displayed.

2. Click Create Device Group .

The Create Group window is displayed.

3. Type a unique name and description for the device group and click Save.

The device group that you created is displayed in the Device Groups page.

90 Device grouping

Managing devices in a device group

After creating a device group, you can select the devices you want to add or remove from the device group.

Prerequisites

● Ensure that you have already created a device group. See

Creating a device group

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

Granting elevated or administrative privileges to users .

About this task

You can use the Manage Devices action available in the Device Groups page to add or remove devices from the device group.

NOTE: A device can be included in only one device group.

Steps

1. Point to Devices and click Manage Device Groups .

The Device Groups page is displayed.

2. Select a device group.

3. In the Select group actions list, select Manage Devices .

The Manage Devices window is displayed.

Figure 22. Manage Devices window

4. To add devices to the device group, select the devices in the Ungrouped pane, and click

The selected devices are moved to the Devices in current group pane.

5. To remove devices from the device group, select the devices in the Devices in current group pane, and click

The selected devices are moved to the Ungrouped pane.

6. Click Save .

NOTE: Including or excluding one listing of a correlated device from a device group results in the automatic inclusion or

exclusion of the other associated listing. For more information about device correlation, see Device correlation

Device grouping 91

Managing the credentials of a device group

If device types within the device group have the same credentials, you can configure common credentials for each device type within the device group.

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

Granting elevated or administrative privileges to users .

●

You must have created a Credential Profile. See Creating Credential Profile .

About this task

You can use the Assign Credential Profile option to apply common credentials for the different device types within a device group.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. From the Refine by pane, expand Groups and select a device group.

3. Select the devices for which you want to apply a Credential Profile.

4. From the Assign Credential Profile list, select a Credential Profile.

Credentials are assigned to the device group based on the credentials that are available in the selected Credential Profile.

Viewing and updating the contact information of a device group

You can view or update the contact information, preferred contact method and time, and the parts dispatch information of a device group.

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

About this task

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

NOTE: The device group contact information overrides the default contact information configured through the Settings

> Contact Information page. If an issue is detected on devices included in a group, SupportAssist Enterprise sends notifications to the device group contact (not the default contact).

Steps

1. Point to Devices and click Manage Device Groups .

The Device Groups page is displayed.

2. Select a device group.

3. From the Select group actions list, select Manage Contacts .

The Manage Contacts window is displayed.

4. If you want to use the contact information provided in the Settings > Contact Information page, select Use Default .

5. Select the type of contact:

● Primary

● Secondary

6. Type the first name, last name, phone number, alternate phone number (optional), and email address in the appropriate fields.

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

92 Device grouping

8. To enter the shipping information and parts dispatch details, follow steps 2 to 6 in

Updating dispatch details

on page 108.

NOTE: If the Technical Support agent 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.

NOTE: The device group parts dispatch information overrides the default parts dispatch information that you configured through 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).

9. Click Save .

Editing device group details

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

About this task

You can edit the name and description of a device group based on your preference.

Steps

1. Point to Devices and click Manage Device Groups .

The Device Groups page is displayed.

2. Select a device group.

3. From the Select group actions list, select Edit / Delete Device Group .

The Edit / Delete Group window is displayed.

4. Edit the name and description based on your preference and click Update .

Deleting a device group

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

About this task

You can delete device groups based on your preference.

NOTE: Deleting a device group only removes the device group, device group credentials, and contact information. It does not delete any devices from the Devices page.

Steps

1. Point to Devices and click Manage Device Groups .

The Device Groups page is displayed.

2. Select a device group.

3. From the Select group actions list, select Edit / Delete Device Group .

The Edit / Delete Group window is displayed.

4. Click Delete .

Device grouping 93

Managing device credentials

SupportAssist Enterprise requires the device credentials to add devices and to collect system information.

You can enter or assign credentials to a device by using one of the following methods:

● While adding a single device or importing multiple devices

● By using the Edit option

● By assigning an Account Credentials or a Credential Profile

Topics:

•

•

Account Credentials

An Account Credential consists of the credentials of a specific device type. The Account Credentials is used by SupportAssist

Enterprise connect to a device and to collect system information. Depending on the number of device types in your environment, you may have to create one or more Account Credentials.

Related references

on page 203

Related tasks

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

on page 94

Reassigning Account Credentials

on page 96

Editing Account Credentials

on page 96

Deleting Account Credentials

on page 97

Adding Account Credentials

Prerequisites

About this task

Account Credentials are required to add a device or to create a Credential Profile that you can apply to devices. Depending on your requirement, you can create an Account Credentials for each device type in your environment.

Steps

1. Point to Devices > Manage Credentials and click Account Credentials .

The Manage Account Credentials page is displayed.

94 Managing device credentials

Figure 23. Manage Account Credentials page

2. Click Add Credentials .

The Add Account Credentials window is displayed.

Figure 24. Add Account Credentials window

3. In the Name field, type a unique name for the Account Credentials.

4. From the Device Type list, select the type of device.

5. Type the credentials of the selected device type:

NOTE: The credentials that you enter must have Administrator rights.

● For Server / Hypervisor devices, from the Operating System type list, select the operating system, and then type the user name and password of the device in the appropriate fields.

The user name and password you enter must have:

○ Local administrator or domain administrator rights and WMI access on the device (if the device is running a Windows operating system)

○ Root or sudo user rights (if the device is running a Linux operating system). If you provide the user name and password of a sudo user, ensure that the sudo user is configured for SupportAssist Enterprise. For information on configuring the sudo user, see

Configuring sudo access for SupportAssist Enterprise (Linux) .

If the device is a member of a Windows domain, you must provide the user name in the [Domain\Username] format.

For example, MyDomain\MyUsername . You can also use a period [ . ] to indicate the local domain. For example, .

\Administrator .

Example of a Linux user name: root

● For Chassis , Fluid File System (FluidFS) , iDRAC , and Storage Center (SC) / Compellent devices, type the user name and password of the device in the appropriate fields.

Managing device credentials 95

● For Software , from the Software type list, select the software type, and then type the user name and password in the appropriate fields.

● For Solution devices, enter the SSH and REST credentials in the appropriate fields.

● For Networking devices, type the user name, password, community string, and enable password of the device in the appropriate fields.

NOTE: Community string is required for the following network devices:

○ PowerConnect family 28xx and X series

○ Cisco

○ Wireless controller

NOTE: Enable password is required only when the networking device is configured with an enable password.

● For PeerStorage(PS) / EqualLogic devices, type the user name, password, and community string of the device in the appropriate fields.

NOTE: Credentials are not required for Storage MD Series devices.

6. Click Save .

The Account Credentials is listed on the Manage Accounts Credentials page.

Related concepts

on page 94

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

on page 203

Add Account Credentials

on page 204

Reassigning Account Credentials

Prerequisites

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select a device and click Edit .

The Edit Account window is displayed.

3. From the Account Credentials list, select an account credential.

NOTE: Only Account Credentials that you have already created for the selected device type are present in the Account

Credentials list.

4. Click Save (if the device is in the Default group) or Revalidate (if the device is in the Staging group).

Related concepts

on page 94

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

on page 203

Editing Account Credentials

Prerequisites

96 Managing device credentials

About this task

You can edit the Account Credentials based on your requirement. For example, you must edit the Account Credentials whenever there is a change in the credentials of the associated device type.

Steps

1. Point to Devices > Manage Credentials and click Account Credentials .

The Manage Account Credentials page is displayed.

Figure 25. Manage Account Credentials page

2. Select the Account Credentials that you want to edit and click Edit .

The Edit Account Credentials window is displayed.

3. Update the credentials as required.

NOTE: Editing the name of the Account Credentials is possible only if the Account Credentials is not assigned to any device.

4. Click Update .

The Account Credentials is updated. Devices to which the Account Credentials is assigned are re-validated.

Related concepts

on page 94

Related references

Granting elevated or administrative privileges to users .

on page 203

Edit Account Credentials

on page 205

Deleting Account Credentials

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

● The Account Credentials that you want to delete must not be assigned to any device.

About this task

You can delete the Account Credentials based on your preference.

Steps

1. Point to Devices > Manage Credentials and click Account Credentials .

The Manage Account Credentials page is displayed.

Managing device credentials 97

Figure 26. Manage Account Credentials page

2. Select the Account Credentials that you want to delete and click Delete .

The Delete Account Credentials window is displayed.

3. Click Yes .

Related concepts

on page 94

Related references

on page 203

Credential Profiles

A Credential Profile is a collection of Account Credentials of various device types. Credential Profiles enable you to assign a set of credentials to your devices, instead of entering the credentials for each device manually.

Related references

on page 206

Related tasks

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

on page 98

Assigning Credential Profile

on page 100

Editing Credential Profile

on page 100

Deleting Credential Profile

on page 101

Creating Credential Profile

Prerequisites

About this task

Creating a Credential Profile enables you to assign credentials to your devices.

Steps

1. Point to Devices > Manage Credentials and click Credential Profiles .

The Manage Credential Profiles page is displayed.

98 Managing device credentials

Figure 27. Manage Credential Profiles window

2. Click Create Profile .

The Create Credential Profile window is displayed.

Figure 28. Create Credential Profile window

3. In the Name box, type a unique name for the Credential Profile.

4. Select the device type you want to include in the profile.

For Server / Hypervisor , Software , and Solution , click + to expand the list of device types.

The Account Credentials list is enabled for selection.

5. From the Account Credentials list, select the Account Credentials that you want to assign to the device type.

NOTE: The Account Credentials list displays Not available if you have not created an Account Credentials for the device type. To create a new Account Credentials, click Add Account Credentials . For more information on creating Account

Credentials, see Adding Account Credentials

6. Repeat step 4 and 5 for each device type that you want to include in the Credential Profile.

7. Click Save .

The Credential Profile is listed on the Manage Credential Profiles page.

Related concepts

on page 98

Managing device credentials 99

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

on page 206

Add Credential Profile

on page 206

Assigning Credential Profile

Prerequisites

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select one or more devices and from the Assign Credential Profile list, select a Credential Profile.

The Credential Profile is assigned to the selected devices. Devices to which the Credential Profile is assigned are revalidated.

Related concepts

on page 98

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

on page 206

Viewing devices associated with a Credential Profile

Steps

1. Point to Devices > Manage Credentials and click Credential Profiles .

The Manage Credential Profiles page is displayed.

2. Select a credential profile.

Devices that are associated with the Credential Profile are displayed on the Credential Profile overview pane.

Editing Credential Profile

Prerequisites

About this task

You can update the credentials of a profile based on your requirement. For example, you may edit the Credential Profile to add a new Account Credentials or change the Account Credentials for a device type.

Steps

1. Point to Devices > Manage Credentials and click Credential Profiles .

The Manage Credential Profiles page is displayed.

100 Managing device credentials

Figure 29. Manage Credential Profiles window

2. Select the Credential Profile that you want to edit and click Edit .

The Edit Credential Profile window is displayed.

3. Select the device type for which you want to edit Account Credentials.

The Account Credentials list is enabled for selection.

4. From the Account Credentials list, select the Account Credentials that you want to assign to the device type.

5. Click Update .

The Credential Profile is updated. Devices to which the Credential Profile is assigned are re-validated.

Related concepts

on page 98

Related references

Granting elevated or administrative privileges to users .

on page 206

Edit Credential Profile on page 207

Deleting Credential Profile

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

● The Credential Profile that you want to delete must not be assigned to any device.

About this task

You can delete a Credential Profile based on your preference.

Steps

1. Point to Devices > Manage Credentials and click Credential Profiles .

The Manage Credential Profiles page is displayed.

Figure 30. Manage Credential Profiles window

2. Select the Credential Profile that you want to delete and click Delete .

The Delete Credential Profile window is displayed.

3. Click Yes .

Related concepts

on page 98

Managing device credentials 101

Related references

on page 206

102 Managing device credentials

Maintaining SupportAssist Enterprise capability

The changes that occur in your company’s IT setup over a period of time may require configuration or updates in SupportAssist

Enterprise. To maintain SupportAssist Enterprise capability over a period of time for all your devices, you may be required to:

● Enable monitoring of devices. See

Installing or upgrading OMSA by using SupportAssist Enterprise

● Edit the credentials (user name and password) of a device, if the device credentials were changed because of your company's security policy or for other reasons. See

Editing Account Credentials .

● Install or upgrade dependent components such as Dell OpenManage Server Administrator (OMSA). See

●

Configure the SNMP settings of a device. See Configuring SNMP settings by using SupportAssist Enterprise

● Update the primary and secondary contact information, if there is a change in the contact details. See

component. Updating dispatch details

● Update the parts dispatch preferences and shipping information to enable the dispatch of a replacement hardware

●

Update the proxy server settings in SupportAssist Enterprise, if applicable. See Configuring proxy server settings

● Update the SMTP server (email server) settings in SupportAssist Enterprise, if applicable. See

Configuring the SMTP server settings

● Perform the connectivity test to ensure that SupportAssist Enterprise is able to connect to all dependent network resources.

See

Connectivity test

●

Perform the case creation test to verify the automatic case creation capability of SupportAssist Enterprise. See Testing the case creation capability

●

Clear the System Event Log of a server. See Clearing the System Event Log (SEL) .

● Upgrade or update SupportAssist Enterprise. See

Automatic update

You may also want to delete a device, if you do not want SupportAssist Enterprise to monitor a device or for other reasons. See

Deleting a device

Topics:

•

Installing or upgrading OMSA by using SupportAssist Enterprise

•

Performing deep discovery

•

•

Configuring SNMP settings by using SupportAssist Enterprise

•

Adding dispatch notes to default group

•

Updating dispatch details

•

•

Configuring proxy server settings

•

Connectivity test

•

Testing the case creation capability

•

Clearing the System Event Log

•

Automatic update

•

Deleting a device

Enabling or disabling monitoring of a device

Prerequisites

Ensure that you have completed the registration of SupportAssist Enterprise. See

Registering SupportAssist Enterprise .

Maintaining SupportAssist Enterprise capability 103

About this task

For devices that SupportAssist Enterprise can monitor, you can enable monitoring while adding the device. Depending on your requirement, you can also enable or disable monitoring of a device at any time from the Devices page. For SupportAssist

Enterprise to automatically create a support case when a hardware issue occurs on a device, monitoring must be enabled for that device.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select the device for which you want to enable or disable monitoring.

The device overview pane is displayed at the right side of the Devices page.

3. In Monitoring , select Enable or Disable depending on your requirement.

Figure 31. Enable or disable monitoring option

NOTE: If the registration of SupportAssist Enterprise is not completed, the Enable monitoring option is disabled.

NOTE: To allow SupportAssist Enterprise to monitor a device, in addition to enabling monitoring, the SNMP settings of the device must also be configured. For instructions to configure the SNMP settings of a device, see

Configuring SNMP settings by using SupportAssist Enterprise

and

Manually configuring SNMP settings .

104 Maintaining SupportAssist Enterprise capability

Performing deep discovery

Prerequisites

A Credential Profile must be assigned to the device.

About this task

Deep discovery enables you to discover a device and its associated device types. See Deep discovery

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select the device for which you want to perform deep discovery.

The device overview pane is displayed at the right side of the Devices page.

3. From the Tasks list, select Perform deep discovery .

The Perform deep discovery window is displayed.

NOTE: If deep discovery is not applicable for a device, the Perform deep discovery option is disabled.

4. Select a Credential Profile and click Next .

The device is revalidated and the associated devices are discovered.

Related concepts

on page 156

Installing or upgrading OMSA by using SupportAssist

Enterprise

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

Granting elevated or administrative privileges to users .

● You must have read-write access to the system drive of the target device.

About this task

For monitoring hardware issues that may occur on a server, the Dell OpenManage Server Administrator (OMSA) agent must be installed and running on the server. If OMSA is either not installed or requires an upgrade on a device, the Status column on the Devices page displays an appropriate message. You can use the Install / Upgrade OMSA option to automatically download and install the recommended version of OMSA on a device.

NOTE: The SupportAssist Enterprise recommended version of OMSA may vary depending on the generation of the

PowerEdge server and the operating system running on the server. For information on the recommended versions of

OMSA, see the SupportAssist Enterprise Version 1.2 Support Matrix at https://www.dell.com/serviceabilitytools .

NOTE: Installation or upgrade of OMSA by using SupportAssist Enterprise is not supported on servers running the following operating systems or hypervisors:

● Oracle Enterprise Linux

● CentOS

● Citrix XenServer

● VMware ESX or ESXi

● Oracle Virtual Machine

● Debian 7.

● Debian 8.

● Ubuntu 14.

● Ubuntu 16.

Maintaining SupportAssist Enterprise capability 105

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select the server where you want to install or upgrade OMSA.

The device overview pane is displayed at the right side of the Devices page.

3. From the Tasks list, select Install / Upgrade OMSA .

NOTE: If SupportAssist Enterprise does not support the installation or upgrade of OMSA on the server that you have selected, the Install / Upgrade OMSA option is disabled.

Figure 32. Install / Upgrade OMSA option

The Status column on the Devices page displays the status of the OMSA installation or upgrade.

Related references

Support for automatically installing or upgrading OMSA

on page 155

Configuring SNMP settings by using SupportAssist

Enterprise

Prerequisites

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

Granting elevated or administrative privileges to users .

106 Maintaining SupportAssist Enterprise capability

● You must have read-write access to the system drive of the target device.

About this task

Configuring SNMP settings sets the alert destination of a device, and ensures that alerts from the device are forwarded to the server where SupportAssist Enterprise is installed. If the SNMP settings of a device are not configured, the status column on the Devices page displays an appropriate message. You can use the Configure SNMP option to automatically configure the

SNMP settings of a device.

NOTE: Configuring SNMP by using SupportAssist Enterprise is not supported on devices running the following operating system or hypervisors:

● Oracle Enterprise Linux

● VMware ESXi

● Oracle Virtual Machine

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select the device where you want to configure the SNMP settings.

NOTE: If SupportAssist Enterprise does not support the configuration of SNMP on the device that you have selected, the Configure SNMP option is disabled.

The device overview pane is displayed at the right side of the Devices page.

3. From the Tasks list, select Configure SNMP .

Figure 33. Configure SNMP option

Maintaining SupportAssist Enterprise capability 107

The Status column on the Devices page displays the status of the SNMP configuration.

Related references

Support for automatically configuring SNMP settings

on page 156

Viewing and updating the contact information

You can update the primary contact details and also provide secondary contact information. If the primary contact is unavailable,

Dell will contact your company through the secondary contact. If both the primary and secondary contacts are configured with valid email addresses, both receive SupportAssist Enterprise emails.

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

Steps

1. Point to Settings and click Contact Information .

The Contact Information page is displayed.

2. Select the type of contact:

● Primary

● Secondary

3. In the contact details section: a. Type or edit the first name, last name, phone number, alternate phone number, and email address.

b. Select the preferred contact method.

c. Select the preferred contact hours.

d. Select the time zone.

4. Click Apply .

Updating dispatch details

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

About this task

Entering your dispatch preferences and shipping information enables Dell to dispatch of a replacement hardware component to you. You can enter your dispatch preferences and shipping information during registration or at a later time.

NOTE: Parts dispatch is supported only for systems that have an active ProSupport, ProSupport Plus, ProSupport One, or

ProSupport Flex service entitlement.

Steps

1. Point to Settings and click Contact Information .

The Contact Information page is displayed.

2. In the Parts Dispatch section, select one of the following:

● Parts dispatch only — If you want only the replacement hardware component to be dispatched to your address.

● Parts dispatch and onsite service — If you want an on-site technician to replace the dispatched hardware component.

3. Select Copy contact information , if you want to copy the contact details from the Contact Information section.

108 Maintaining SupportAssist Enterprise capability

4. Select the preferred contact hours during which Dell can contact you, if necessary.

5. Select the time zone and type your shipping address in the appropriate fields.

6. Type any specific dispatch related information in the Dispatch notes section.

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

7. For Brazil only: Type the CNPJ and IE numbers.

8. Click Apply .

Next steps

If you have entered dispatch notes, follow the instructions in

Adding dispatch notes to default group

, to ensure that the dispatch notes are applied to devices that are present in the default group.

Related references

Registration on page 184

Contact Information

on page 219

on page 32

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

on page 108

Adding dispatch notes to default group

About this task

By default, except the dispatch notes, all other dispatch preferences that you provide in the Preferences > Contact

Information page or the Registration wizard are applied to all devices that are present in the Default group. To ensure that the dispatch notes are also applied to all devices that are present in the Default group, you must perform the following steps.

Steps

1. Point to Devices and click Manage Device Groups .

The Device Groups page is displayed.

2. Select the Default device group.

3. From the Select group actions list, select Manage Contacts .

The Manage Contacts window is displayed.

4. To use the contact information provided in the Settings > Contact Information page, select Use Default .

5. Click Save .

Configuring proxy server settings

If the server where SupportAssist Enterprise is installed connects to the Internet through a proxy server, you must ensure that the proxy settings are configured in SupportAssist Enterprise. You must also ensure that the proxy server settings are updated in SupportAssist Enterprise, whenever the settings of the proxy server are changed.

Prerequisites

and Granting elevated or administrative privileges to users

Steps

1. Point to Settings and click Proxy Settings .

The Proxy Settings page is displayed.

2. Select Use proxy server .

Maintaining SupportAssist Enterprise capability 109

NOTE: SupportAssist Enterprise supports Windows NT LAN Manager (NTLM) and basic proxy authentication protocols.

3. Type the host name or IP address, and port number of the proxy server in the appropriate fields.

NOTE: If the user name and password required to connect to the proxy server are not provided, SupportAssist

Enterprise connects to the proxy server as an anonymous user.

4. If a user name and password are required to connect to the proxy server, select Requires authentication and then type the user name and password in the appropriate fields.

5. In the Proxy exclusion list box, type the IP address ranges or host name expressions of devices to which SupportAssist

Enterprise must communicate directly and not through the proxy server. IP address of devices that communicate through https protocol must be included in the proxy exclusion list. Examples of devices that communicate through https protocol include iDRAC, Storage SC Series arrays, VMware ESX and ESXi, and XC Series of Web-scale Hyper-converged appliances.

NOTE: You can enter one or more IP address ranges as semi-colon separated values. For example, 10.49.*.* ;

10.49.18.* ; *.*.100.10

You can enter the IP address ranges in the following formats:

● 10.49.*.*

● 10.49.18.*

● *.*.100.10

● *.*.*.10

● *.10.12.100

● 10.*.*.*

The following IP address range formats are not supported:

● 10.*.*.49

● 10.*.49.*

● 10.49.*.10

6. Click Apply .

SupportAssist Enterprise verifies the connection to the proxy server by using the provided proxy server details, and displays a message indicating the connectivity status.

NOTE: The proxy settings are saved only if SupportAssist Enterprise is able to connect to the proxy server by using the provided details.

NOTE: If the proxy server is configured to allow anonymous authentication, the credentials you provide for the proxy server are saved, but the credentials are not validated.

Related references

Proxy Settings on page 217

Connectivity test

The Network Connectivity Test page enables you to verify and test connectivity status to resources that affect the functionality of SupportAssist Enterprise. You can use the connectivity tests to verify if SupportAssist Enterprise is able to connect successfully to the following resources:

● Internet (including the proxy server, if the server where SupportAssist Enterprise is installed connects to the internet through a proxy server)

● The SMTP server (email server) utilized by your company

● Dell FTP server

● File upload server hosted by Dell

● SupportAssist server hosted by Dell

110 Maintaining SupportAssist Enterprise capability

Figure 34. Network Connectivity Test page

NOTE: The network connectivity test does not verify the following:

● Ports used by SupportAssist Enterprise

● Internet connectivity of the server where the Remote Collector is set up

By default, SupportAssist Enterprise automatically tests connectivity to the dependent resources every day at 11 p.m. (time as on the server where SupportAssist Enterprise is installed), and displays the result in the Status column. If there is an issue with connectivity to a dependent resource, a status email is sent to your primary and secondary SupportAssist Enterprise contacts.

You can also test SupportAssist Enterprise connectivity to the dependent resources at any time. The result of the test is displayed in the Status column.

Viewing the connectivity status

Steps

In the SupportAssist Enterprise header area, point to the user name link, and then click Network Connectivity Test .

The Status column displays the connectivity status to the dependent resources. If an

Error link to view a description of the problem and the possible resolution steps.

Error status is displayed, click the

Performing the connectivity test

Steps

1. In the SupportAssist Enterprise header area, point to the user name link, and then click Network Connectivity Test .

The Network Connectivity Test page is displayed.

2. Select the tests that you want to perform.

3. Click Test Connectivity .

Error status is displayed, click the Error link to The Status column displays the result of the connectivity test. If an view a description of the problem and the possible resolution steps.

Related references

Network Connectivity Test

on page 221

Maintaining SupportAssist Enterprise capability 111

Testing the case creation capability

About this task

You can use the Case Creation test to ensure that support case creation is working prior to an actual alert that would automatically create a support case.

Steps

1. In the SupportAssist Enterprise header area, point to the user name link, and then click SupportAssist Enterprise Test .

The SupportAssist Enterprise Test page is displayed.

2. Select the check box for the Case Creation test.

Figure 35. Testing case creation

3. Click Run Tests .

The Status column displays the result of the test. If the test is successful, the displayed.

Related references

SupportAssist Enterprise test

on page 222

Ready to Create Cases status is

Clearing the System Event Log

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

About this task

The System Event Log (SEL) or hardware log, also known as the Embedded System Management (ESM) log, reports potential hardware problems in Dell PowerEdge servers. You can use the Clear System Event Log option available in SupportAssist

Enterprise to clear the SEL in the following scenarios:

● An error message is displayed on a server even after the problem is resolved.

● An SEL full error message is displayed.

CAUTION: Clearing the SEL removes the event history of the server.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select the server where you want to clear the System Event Log.

NOTE: If OMSA is not installed on a device that you have added in SupportAssist Enterprise with the Device Type as

Server , the Clear System Event Log option is disabled.

112 Maintaining SupportAssist Enterprise capability

Figure 36. Clear System Event Log option

The device overview pane is displayed at the right side of the Devices page.

3. From the Tasks list, select Clear System Event Log .

While the SEL is cleared from a device, the device displays a Clearing System Event Log status in SupportAssist

Enterprise. After the SEL is cleared successfully, the device displays a System Event Log cleared status.

Automatic update

The types of SupportAssist Enterprise updates that are available is as follows:

● SupportAssist Enterprise application update — Upgrades the SupportAssist Enterprise application with additional capability, protocol support, usability enhancements, and patches to fix existing issues.

● Policy files update — Defines SupportAssist Enterprise alert handling and case creation. By installing this update,

SupportAssist Enterprise will have optimized case management as per the latest Dell definitions.

● Product support files update — Defines the Dell devices and operating systems that are compatible with SupportAssist

Enterprise. By installing this update, SupportAssist Enterprise will be able to connect to, and collect system information from more device models.

● Adapter upgrade — Enables support for more and newer versions of the OpenManage Essentials, System Center

Operations Manager, or OpenManage Enterprise adapter. By upgrading the adapter, SupportAssist Enterprise can add and inventory more device types and device models from the systems management console.

NOTE: The adapter will be updated only if the update option is available.

Maintaining SupportAssist Enterprise capability 113

By default, automatic update is enabled for the SupportAssist Enterprise application, policy files, product support files, and the adapter. This ensures that SupportAssist Enterprise is automatically updated whenever an update is available. You can choose to enable or disable the automatic update of a specific component based on your preference. For instructions to enable or disable

automatic updates, see Enabling or disabling automatic updates

NOTE: Dell recommends that you enable automatic update to ensure that SupportAssist Enterprise is up-to-date with the latest features and enhancements.

The SupportAssist Enterprise application checks if any updates are available, every Monday at 11 a.m. (date and time as on the server where SupportAssist Enterprise is installed):

● If updates are available and automatic updates are enabled, the updates are downloaded and automatically installed in the background.

● If updates are available, but automatic update is disabled, the update available banner is displayed at the top of the page.

You can click Update now to allow SupportAssist Enterprise to download and install the latest updates.

NOTE: After the updates are downloaded and installed, an update successful message is displayed. To view and use the latest updates and enhancements, you must refresh the SupportAssist Enterprise user interface.

Information about the SupportAssist Enterprise update is logged in the log file available at the following location based on the operating system where SupportAssist Enterprise is installed:

● On Windows — <Drive where SupportAssist Enterprise is installed>:\Program

Files\Dell\SupportAssist\logs

● On Linux — /opt/dell/supportassist/logs

Enabling or disabling automatic updates

Enabling automatic updates ensures that SupportAssist Enterprise is automatically updated whenever updates are available.

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

on page 141 and

Granting elevated or administrative privileges to users

on page 143.

Steps

1. Point to Settings and click Preferences .

The Preferences page is displayed.

2. In Automatically update the following features in SupportAssist Enterprise , select or clear the options that you want to enable or disable.

3. Click Apply .

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

on page 217

Deleting a device

Prerequisites

and Granting elevated or administrative privileges to users

About this task

You can delete one or more devices from SupportAssist Enterprise, if you do not want to monitor a device or for other reasons.

NOTE: Deleting a device only removes the device from the SupportAssist Enterprise user interface; it does not affect the functionality of the device.

114 Maintaining SupportAssist Enterprise capability

NOTE: Devices that are inventoried and added in SupportAssist Enterprise through an adapter cannot be deleted. Those devices are deleted automatically from SupportAssist Enterprise when either the adapter is deleted or the devices are removed from the systems management console.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select the devices that you want to delete.

3. Click Delete .

The Confirm Device Deletion window is displayed.

Figure 37. Delete option

4. Click Yes .

The devices are deleted from the Devices page.

NOTE: When a device is deleted, the system information collected from the device is not deleted until the purge collections task deletes the collected system information. The purge collection task only deletes system information collections that are 30 days or older and collections that are older than the last 5 collections over the last 30 days.

Maintaining SupportAssist Enterprise capability 115

Configuring email notifications

By default, SupportAssist Enterprise is configured to send an email notification when a support case is created automatically.

SupportAssist Enterprise can also send email notifications about maintenance mode, device status, and network connectivity status. Depending on your preference, you can configure the following email notification settings:

● Disable the case creation email notification and/or select the preferred language for email notifications. See

company. See Configuring SMTP server settings

● Configure SupportAssist Enterprise to send email notifications through the SMTP server (email server) utilized by your

NOTE: For information about the different types of SupportAssist Enterprise email notifications, see

Types of email notifications

Topics:

•

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

•

Configuring SMTP server settings

•

Types of email notifications

Configuring email notification settings

Prerequisites

and Granting elevated or administrative privileges to users

About this task

You can enable or disable automatic email notifications from SupportAssist Enterprise and also select the preferred language for email notifications.

Steps

1. Point to Settings and click Preferences .

The Preferences page is displayed.

2. To receive email notifications when a new support case is opened, in Email Settings , select Receive email notification when a new support case is opened .

NOTE: Disabling support case email notifications also disables the automatic email notifications that are sent if an issue occurs while:

● Creating a support case

● Collecting the system information from a device

● Sending the system information from a device to Dell

3. To set the language in which you want to receive email notifications, from the Preferred Email Language list, select a language.

NOTE: The Preferred Email Language is enabled only when the Receive email notification when a new support case is opened option is selected.

4. Click Apply .

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

on page 217

116 Configuring email notifications

Configuring SMTP server settings

Prerequisites

and Granting elevated or administrative privileges to users

About this task

NOTE: Configuring the SMTP server settings is optional.

If your company utilizes an SMTP server (email server), Dell recommends that you configure the SMTP server settings in

SupportAssist Enterprise. Configuring the SMTP server settings enables SupportAssist Enterprise to send maintenance mode, device status, and network connectivity status email notifications through the SMTP server.

Steps

1. Point to Settings and click SMTP Settings .

The SMTP Settings page is displayed.

2. Select Use SMTP server .

3. Type the host name or IP address, and the port number of the SMTP server in the appropriate fields.

4. If the SMTP server requires authentication for sending emails, select Requires authentication .

5. Type the user name and password in the corresponding fields.

6. To send email notifications securely, select Use SSL .

7. Click Apply .

Related references

SMTP Settings

on page 220

Types of email notifications

The following table provides a summary of the different types of email notifications that are sent by SupportAssist Enterprise.

Table 19. Types of email notifications

Email notification type

Registration confirmation and welcome email

When the email notification is sent

After the registration of SupportAssist

Enterprise is completed successfully.

Case created

Unable to create a case

Unable to collect system information

Unable to send the collected system information to Dell

Inactive notification

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 support case is created automatically for a device, but

SupportAssist Enterprise is unable to collect system information from the device.

After a support case is created automatically for a device, but

SupportAssist Enterprise is unable to send the collected system information from the device to Dell.

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

Origin of the email notification

SupportAssist server hosted by Dell

Configuring email notifications 117

Table 19. Types of email notifications (continued)

Email notification type

Connectivity test alert

When the email notification is sent

At 11 p.m. each day (date and time as on the server where SupportAssist

Enterprise is installed).

NOTE: The connectivity test alert notification is sent only if an issue is detected with connectivity to dependent resources.

Origin of the email notification

SupportAssist Enterprise application

Automatic maintenance mode

Device status alert

If an alert storm received from a device has resulted in SupportAssist Enterprise placing the device automatically in maintenance mode.

At 11 p.m. each day (date and time as on the server where SupportAssist

Enterprise is installed). If less than 10 devices have issues, the email includes details about the issues and the possible resolution steps. If more than 10 devices have issues, the email only includes a summary of the issues.

NOTE: The device alert notification is sent only if an issue exists

(warning or error status) with the setup or configuration of the devices.

SupportAssist Enterprise application

Issue with the adapter or Remote

Collector

Resumed normal operations with the adapter or Remote Collector

● Within 5 minutes after an adapter or

Remote Collector connectivity issue is detected.

● If the issue is not resolved, another email notification is sent 6 hours after the first email was sent.

If the issue is resolved within 6 hours, after the issue was detected.

Final message regarding unresolved issue with the adapter or Remote Collector

If the issue is not resolved within 6 hours, after the issue was detected.

SupportAssist Enterprise application

NOTE: Email notifications can be received only if the Receive email notification when a new support case is opened option is selected. See

Enabling or disabling the automatic collection of system information on case creation .

118 Configuring email notifications

Configuring collection settings

By default, when registration is complete, SupportAssist Enterprise automatically collects system information from all devices at periodic intervals. SupportAssist Enterprise also collects system information automatically from a device when a support case is created for an issue with the device. Depending on your preference, you can configure the following collection settings:

● Disable the automatic collection of system information from devices when a support case is created or updated. See

● Disable the periodic collection of system information from all devices. See

Enabling or disabling the periodic collection of system information from all devices

● Disable the collection of identity information from all devices. See

Enabling or disabling the collection of identity information

● Disable the collection of software information and the system log from all devices. See

Enabling or disabling the collection of software information and the system log .

●

Enable or disable the automatic upload of collections. See Disabling the automatic upload of collections

Topics:

•

Prerequisites for collecting system information

•

Enabling or disabling the automatic collection of system information on case creation

•

Enabling or disabling the periodic collection of system information from all devices

•

Enabling or disabling the collection of identity information

•

Enabling or disabling the collection of software information and the system log

•

Enabling or disabling the automatic upload of collections

Prerequisites for collecting system information

The following are the SupportAssist Enterprise prerequisites for collecting system information:

● The local system (server where SupportAssist Enterprise is installed) must have sufficient hard drive space to save the collected system information. For information on the hard-drive space requirements, see

Hardware requirements

● For collecting system information from a remote devices, the remote devices must be reachable from the local system. If the remote device is associated with a Remote Collector, the remote device must be reachable from the server where the

Remote Collector is set up.

● The local system and remote devices (devices you have added in SupportAssist Enterprise) must meet the network port requirements. For information on the network port requirements, see

Configuring sudo access for SupportAssist Enterprise (Linux)

● If you have added a server in SupportAssist Enterprise by using the operating system IP address or host name (agent-based monitoring):

○ The server must preferably have Dell OpenManage Server Administrator (OMSA) installed.

○ If the server is running a Windows operating system:

￭ The device credentials you have entered in SupportAssist Enterprise must have administrative privileges.

￭ The device credentials must have privileges required for Windows Management Instrumentation (WMI) communication. For information on ensuring WMI communication, see the “Securing a Remote WMI Connection” technical documentation at msdn.microsoft.com

○ If the server is running a Linux operating system:

￭ The device credentials you have entered in SupportAssist Enterprise must have administrative privileges.

￭ If you have entered the credentials of a sudo user, the sudo user must be configured for SupportAssist Enterprise.

For information on configuring the sudo user, see

￭ No resource (network share, drive, or ISO image) 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 on OpenSSL, see the resolution for OpenSSL CCS injection vulnerability (CVE-2014-0224) available in the support website of the operating system.

NOTE: If the server you have added for agent-based monitoring does not have OMSA installed, periodic collections from the device will not include storage and system details.

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

Configuring collection settings 119

● The local system must have internet connectivity for uploading the collected system information to Dell.

● For collecting system information from ESX and ESXi only, ensure that SFCBD and CIMOM are enabled.

Enabling or disabling the automatic collection of system information on case creation

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

on page 141 and

Granting elevated or administrative privileges to users

on page 143.

About this task

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

NOTE: To receive the full benefits of the support, reporting, and maintenance offering of the ProSupport Plus, ProSupport

Flex for Data Center, or ProSupport One for Data Center service contract for a device, automatic collection of system information must be enabled.

Steps

1. Point to Settings and click Preferences .

The Preferences page is displayed.

2. In Automatically collect system state information , depending on your requirement, select or clear the When a new support case is created option.

NOTE: By default, the When a new support case is created option is selected.

3. Click Apply .

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

on page 217

Enabling or disabling the periodic collection of system information from all devices

Prerequisites

and Granting elevated or administrative privileges to users

About this task

By default, SupportAssist Enterprise starts collecting system information from all monitored devices at periodic intervals and sends it securely to Dell. The collection start time is a randomly determined day of every month at 11 PM. If required, you can enable or disable the periodic collection of system information from all monitored devices based on your preference.

NOTE: To receive the ProSupport Plus recommendation report by email, periodic collection of system information must be enabled.

Steps

1. Point to Settings and click Preferences .

The Preferences page is displayed.

2. In Automatically collect system state information , select or clear the Starting from day N of every month at 11 PM option.

3. Click Apply .

120 Configuring collection settings

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

on page 217

Enabling or disabling the collection of identity information

Prerequisites

and Granting elevated or administrative privileges to users

About this task

The system information that is collected by SupportAssist Enterprise includes identity information (PII) such as the complete configuration snapshot of systems, hosts, and network devices that can contain host identification and network configuration data. In most cases, part or all of this data is required to properly diagnose issues. If the security policy of your company restricts sending identity data outside of the company network, you can configure SupportAssist Enterprise to filter such data from being collected and sent to Dell.

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

● Logs

● iSCSI data

● Fibre Channel data — host World Wide Name (WWN) and port WWN

NOTE: When the Include identification information in collections option is cleared, some of the data about your company network (including the system log) is not transmitted to Dell. This may impede Technical Support from resolving issues that may occur on your devices.

NOTE: If your devices have an active ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data

Center service contract, when the Include identification information in data sent to Dell option is disabled, you will not receive some reporting information about your devices.

Steps

1. Point to Settings and click Preferences .

The Preferences page is displayed.

2. In Identification Information Settings , depending on your requirement, select or clear the Include identification details in the information that is sent to Dell option.

NOTE: By default, the Include identification details in the information that is sent to Dell option is selected.

NOTE: If you clear the Include identification details in the information that is to Dell option, the settings for collection of logs, diagnostic data, and support data are disabled automatically. Therefore, collections that are sent to

Dell from your devices do not include certain categories of data.

NOTE: If you have disabled the collection of identity information from devices, the identity information such as hostname, IP address, and so on, are replaced by tokenized values in the collected system information. The tokenized values are represented as TOKEN n —for example, TOKEN0, TOKEN1, or TOKEN2.

Configuring collection settings 121

3. Click Apply .

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

on page 217

Enabling or disabling the collection of software information and the system log

Prerequisites

and Granting elevated or administrative privileges to users

About this task

By default, the system information that is collected and sent to Dell by SupportAssist Enterprise includes software information and system logs. If required, you can configure SupportAssist Enterprise to exclude the collection of software information and system logs from all devices.

Steps

1. Point to Settings and click Preferences .

The Preferences page is displayed.

2. In Collection Data Settings , select or clear the available options for each device type.

NOTE: By default, all Collection Data Settings options are selected.

NOTE: For information on the logs that are collected by SupportAssist Enterprise, see the SupportAssist Enterprise

Version 1.2 Reportable Items document at https://www.Dell.com/ServiceabilityTools .

3. Click Apply .

Enabling or disabling the automatic upload of collections

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

About this task

By default, the system state information is collected from your devices by SupportAssist Enterprise and sent to Dell. If required, you can disable the automatic upload of collections.

NOTE: Auto upload setting is not applicable for multiple device collections.

Steps

1. Point to Settings and click Preferences .

The Preferences page is displayed.

2. In Automatically upload , depending on your requirement, select or clear System state information collected from devices to Dell option.

3. Click Apply .

122 Configuring collection settings

Viewing collections

SupportAssist Enterprise collects system information from each device that you have added and sends the information securely to Dell. Typically, the system information is collected as follows:

● Periodically — At regular intervals, depending on the predefined collection start date specified in the Preferences page.

● On case creation — When a support case is created for an issue that has been identified by SupportAssist Enterprise.

● Manual (on demand) — If requested by Technical Support, you can initiate the collection of system information from one or more devices at any time.

NOTE: By default, SupportAssist Enterprise collects system information periodically and on case creation only after the

registration is completed. For more information on registration, see Registering SupportAssist Enterprise

You can also use SupportAssist Enterprise to collect and send system information from multiple devices to Dell. For more information on collecting system information from multiple devices, see

Starting a multiple device collection

The collected system information is saved on the server that hosts the application that runs the collection task. Collections tasks that are run by SupportAssist Enterprise are saved on the server where SupportAssist Enterprise is installed. Collection tasks that are run by a Remote Collector are saved on the server where the Remote Collector is set up. You can access collections that are run by SupportAssist Enterprise from the Devices or Collections page. The system information available in a collection is displayed in the Configuration Viewer that is available in SupportAssist Enterprise.

NOTE: Collections that are performed by a Remote Collector cannot be viewed from SupportAssist Enterprise. For information on viewing such collections, see

Viewing collections for devices associated with a Remote Collector .

NOTE: You can only view the last 5 system information collections through the Configuration Viewer . 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. The purge collections task runs automatically every day at 10 p.m. (time as on the server where

SupportAssist Enterprise is installed).

NOTE: The Configuration Viewer does not support viewing the system information collected from storage devices with

Fluid File System (FluidFS).

NOTE: For collections from devices that are running a non-English operating system, the Configuration Viewer may not display certain attributes as expected.

NOTE: Collections tab will only display system information collected during the last 7 days. To view collections that are older than 7 days, use the date filter to display the list of collections.

Topics:

•

Viewing a collection from the Devices page

•

Viewing a collection from the Collections page

•

Refining collections based on a date range

•

Configuration Viewer

•

Items reported in periodic collections from servers

•

Downloading and viewing a multiple device collection

•

Multiple device configuration viewer

Viewing a collection from the Devices page

About this task

The device overview pane lists the collections that have been performed on a specific device. You can select any collection that you want to view from the collections list.

Viewing collections 123

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select the device for which you want to view collections.

The device overview pane is displayed at the right side of the Devices page.

The Collections field displays No Collections in the following scenarios:

● No collections have been performed from the device

● The device is associated with a Remote Collector

3. From the Collections list, select a collection date and time.

Figure 38. Selecting a collection

If the device is a server, the Configuration Viewer is displayed in a new web browser window. For all other device types and multiple device collections, you are prompted to save the collection as a .zip

file. To view the downloaded collection, extract the .zip

file and click the index.html

file.

Viewing a collection from the Collections page

About this task

The Collections page lists all the collections that have been performed successfully. You can select any collection that you want to view from the collections list. You can also identify whether the collection is either a single or multiple device collection based on the collection name.

● Collections from a single device are named in the following format: device name (collection type) . If the device name is not available, the collection name contains the IP address or hostname of the device.

● Multiple device collections are named in the following format: SA_yyyy_mm_ddThh_ss_collection name

124 Viewing collections

Steps

1. Point to Collections and click View Collections .

The Collections page is displayed.

2. Select a collection that you want to view.

Figure 39. View Collection option

The collection overview pane is displayed.

NOTE: The View Collection or Download Collection option is disabled if the collection was performed by a Remote

Collector.

3. Click View (for server collections) or Download (for all other device types and multiple device collections).

If the collection is from a server, the Configuration Viewer is displayed in a new web browser window. For collections from all other device types and multiple device collections, download and save the collection as a .zip

file. To view the downloaded collection, extract the .zip

file and click the index.html

file.

Refining collections based on a date range

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

Steps

1. Point to Collections and click View Collections .

The Collections page is displayed.

2. From the Date Range filter, select the start and end dates, and then click Apply .

Collections in the selected date range are displayed.

Configuration Viewer

The Configuration Viewer enables you to view the system information collected by SupportAssist Enterprise from your devices. The title bar of the Configuration Viewer displays the date of the collection and the Service Tag of the device. The collected system information is displayed in the Configuration Viewer under various categories and sub categories. In addition, the Configuration Viewer displays a Summary category. You can select the Summary category to view the following:

● The system information collection settings in SupportAssist Enterprise at the time of the collection

● Summary of errors that were detected in the collected system information

● Brief information about the device

The layout of the Configuration Viewer is as follows:

Viewing collections 125

User interface Description

Left pane

Divider

Right pane

Displays the various categories and sub categories of system information in an expanded tree format. A category may display a warning or critical icon to indicate the health status roll-up of its subcategories.

When you can click a category, the category is expanded, enabling you to view its sub categories. You can click Expand All or Collapse All to quickly expand or collapse all categories.

Is displayed between the left and right panes. You can click and drag the divider to the left or right to increase or decrease the viewable area of the right pane. You can also hide the left pane if necessary. To hide the left pane, click the < icon that is displayed at the top of the divider. To view the left pane again, click the > icon that is displayed at the top of the divider.

Displays the system information available for the category or subcategory that is selected in the left pane.

This pane includes a navigation trail, which you can click to navigate backward on the current trail.

Figure 40. Configuration Viewer

NOTE: If you have disabled the collection of identity information from devices, the identity information such as host name,

IP address, and so on are replaced by tokenized values in the collected system information. The tokenized values are represented as TOKEN n —for example, TOKEN0, TOKEN1, or TOKEN2.

NOTE: For a list of items that may be reported in collections from a server, see

Items reported in periodic collections from servers

NOTE: The Configuration Viewer does not support viewing the system information collected from storage devices with

Fluid File System (FluidFS).

Data views

By default, the data for a selected category or sub category is displayed in a grid format. For some categories, a grid may present several columns or rows of data. When the data is presented either in more than 4 columns or less than 50 rows, the

Grid View and List View toggle options are displayed at the top-right of the data display area. The Grid View and List View toggle options enable you to view the data efficiently by transposing the displayed data as follows:

● Grid View (default) — When the data is displayed in List View , selecting this option transposes the displayed data from rows to columns

● List View — When the data is displayed in Grid View , selecting this option transposes the displayed data from columns to rows

NOTE: If multiple grids are displayed for a selected category, the Grid View and List View selections are applied only on those grids that present data in either more than 4 columns or less than 50 rows.

126 Viewing collections

To toggle the views, click at the appropriate side of the slider.

Log types

You can use the configuration viewer to access two types of logs from the system information that is collected by SupportAssist

Enterprise:

Log types Description

Structured logs Contain application logs, Embedded Server Management (ESM) logs, smart logs, and event logs. When you click the Structured Logs category, the configuration viewer displays the list of available structured logs. You can click any of the listed structured logs to view the details of the log in a new web browser window.

Unstructured logs

Contain a snapshot of the system files such as the Remote Access Controller (RAC) logs, Windows event logs, and other logs. When you click the the list of available unstructured logs.

Unstructured Logs category, the configuration viewer displays

NOTE: Unstructured logs cannot be viewed within the configuration viewer. You can only save the unstructured logs and view the log details using an appropriate application.

Items reported in periodic collections from servers

The items reported in the system information collected from servers vary depending on the following:

● Device Type used to add the device in SupportAssist Enterprise

● Type of collection (manual, periodic, or support case)

The following table provides a summary of the items reported in the collected system information for a periodic collection from servers.

NOTE: The system information in a collection that is performed for a support case creation and a manually-initiated collection is more detailed in comparison with the system information collected in a periodic collection. For the complete list of items that are collected by SupportAssist Enterprise, see the SupportAssist Enterprise Version 1.2 Reportable Items document at https://www.Dell.com/ServiceabilityTools .

NOTE: The system information from periodic collections enables Dell to provide you an insight into your company’s as-maintained environment configuration with proactive firmware recommendations and other reports.

Table 20. Items reported in periodic collections from servers

Items reported Device added in SupportAssist Enterprise with Device

Type as Server / Hypervisor

OMSA is installed on the device

OMSA is not installed on the device

Memory

Device added in

SupportAssist Enterprise with the Device Type as iDRAC

Memory Array

Memory Operating Mode

Memory Redundancy

Slot

Controller

Connector

Viewing collections 127

Table 20. Items reported in periodic collections from servers (continued)

Items reported Device added in SupportAssist Enterprise with Device

Type as Server / Hypervisor

OMSA is installed on the device

OMSA is not installed on the device

PCIe-SSD-Extender

Enclosure

Array Disk

Intrusion Switch

Hardware Log

Main Chassis

Additional Information

Modular Enclosure

Information

Firmware

Processor

Fan

Fan Redundancy

Temperature

Voltage

Power Supply

Power Supply Redundancy

Network

IPv4 Address

IPv6 Address

Network Team Interface

Interface Member

Remote Access Device

DRAC Information

Device added in

SupportAssist Enterprise with the Device Type as iDRAC

128 Viewing collections

Table 20. Items reported in periodic collections from servers (continued)

Items reported Device added in SupportAssist Enterprise with Device

Type as Server / Hypervisor

OMSA is installed on the device

OMSA is not installed on the device

Serial Over LAN Configuration

IPv6 Detail

User Setting

User Information iDRAC User Privilege

DRAC User Privilege

Serial Port Configuration

NIC Configuration

Component Detail

Controller TTY Log

Operating System

Device added in

SupportAssist Enterprise with the Device Type as iDRAC

NOTE: In a collection from an iDRAC, Controller TTY Log is available only if iDRAC firmware version 2.00.00.00 or later installed on the server.

Downloading and viewing a multiple device collection

About this task

You can also view the system information available in the multiple device collections that you have performed. To view a multiple device collection, you must download the multiple device collection and open the collection by using a web browser.

Steps

1. Point to Collections and click View Collections .

The Collections page is displayed.

2. Select a multiple device collection that you want to view.

Viewing collections 129

Figure 41. Download Collection option

The collection overview pane is displayed.

3. Click Download Collection .

You are prompted to open or save the collection file.

4. Save the collection file.

5. Extract the multiple device collection .zip file.

6. Open the folder where you extracted the collection file.

7. Double-click the index.html

file.

The multiple device configuration viewer opens in a new web browser window. You can view the system information collected from each device by accessing the device type menu.

Multiple device configuration viewer

The multiple device configuration viewer displays information in a tabbed format. The Contacts tab is the default tab of the multiple device configuration viewer. The Contacts tab displays the case details, customer information, and collection details.

Depending on the device types from which the collection was performed, the multiple device configuration viewer may display the following tabs:

● Server — If the collection includes the system information from a server

● Storage — If the collection includes the system information from a storage device

● Networking — If the collection includes the system information from a network device

● Chassis — If the collection includes the system information from a chassis

To access the system information collected from a specific device, point to the device type tab and click the device from the menu that is displayed. The system information collected from a device is displayed as categories and subcategories. Click a category to expand or collapse the category. The system information available in a category can be viewed when the category is expanded. You can click Expand All or Collapse All to quickly expand or collapse all categories.

130 Viewing collections

Figure 42. Multiple device configuration viewer

NOTE: The Configuration Viewer does not support viewing the system information collected from storage devices with

Fluid File System (FluidFS).

Viewing collections 131

Using SupportAssist Enterprise to collect and send system information

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

NOTE: For information on the devices from which SupportAssist Enterprise can collect and send system information to

Dell, see the SupportAssist Enterprise Version 1.2 Support Matrix at https://www.Dell.com/ServiceabilityTools .

Topics:

•

Setting up SupportAssist Enterprise for collecting and sending system information

•

Starting the collection of system information from a single device

•

Starting the collection of system information from multiple devices

•

Uploading a collection

•

Uploading a collection from a disconnected site

Setting up SupportAssist Enterprise for collecting and sending system information

About this task

Installing SupportAssist Enterprise enables you to use SupportAssist Enterprise to collect and send system information to Dell from the local system. To use SupportAssist Enterprise to collect and send system information to Dell from remote devices, you must add each remote device in SupportAssist Enterprise.

NOTE: The following steps are only required if you have not installed SupportAssist Enterprise. If you have already installed

SupportAssist Enterprise, follow the instructions in

Starting the collection of system information from a single device

to manually start the collection and upload of system information to Dell.

Steps

1. Install SupportAssist Enterprise. See

Installing SupportAssist Enterprise .

2. (Optional) Register SupportAssist Enterprise. See

Registering SupportAssist Enterprise .

SupportAssist Enterprise is now ready to collect system information from the local system.

3. Add each remote device in SupportAssist Enterprise. See

Setting up SupportAssist Enterprise for collecting and sending system information

NOTE: System information collected from servers running OMSA contains additional troubleshooting information that may not be available in the data collected from servers that are not running OMSA. Therefore, Dell recommends that you install OMSA on the servers that you have added in SupportAssist Enterprise.

SupportAssist Enterprise is now ready to collect system information from remote devices.

Starting the collection of system information from a single device

Prerequisites

● Ensure that you have completed setting up SupportAssist Enterprise. See

132 Using SupportAssist Enterprise to collect and send system information

● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See

Granting elevated or administrative privileges to users .

About this task

When a support case is opened or updated for a device, SupportAssist Enterprise automatically collects system information from that device, and uploads the information to Dell. If necessary, you can also manually start the collection of system information from a device. For example, if an error occurs during the automatic collection and upload of system information, you must resolve the underlying issue, and then manually start the collection and upload of system information. You may also be required to manually start the collection and upload of system information, if requested by Technical Support.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select the local system or a remote device from which you want to collect system information.

The Start Collection link is enabled.

Figure 43. Starting a collection from a single device

3. Click Start collection .

Using SupportAssist Enterprise to collect and send system information 133

Figure 44. Collection status

The Name/IP Address column on the Devices page displays a progress bar and a message that indicate the status of the collection and upload of system information to Dell.

NOTE: If you want to cancel the collection of system information, click the progress bar.

icon that is displayed next to the

NOTE: Until the collection is complete, the check box that is used to select the device is disabled. Therefore, you cannot initiate any other tasks on the device until the collection is complete.

NOTE: If the registration is not complete, the collection is not automatically sent to Dell. However, you can go to the

Collections page, and then manually initiate the upload.

Starting the collection of system information from multiple devices

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

About this task

You can use SupportAssist Enterprise to create and upload a collection bundle that contains the collected system information from multiple devices.

NOTE: System information is collected only from devices that are not present in the Staging group.

Steps

1. Point to Devices and click View Devices .

The Devices page is displayed.

2. Select the devices from which you want to collect system information.

The Start Collection link is disabled when you select more than one device.

3. From the Collection Purpose list, select a reason for the collection.

The Start Collection link is enabled.

4. Click Start Collection .

134 Using SupportAssist Enterprise to collect and send system information

Figure 45. Starting a multiple device collection

The Multiple Device Collection window is displayed.

5. (Optional) Type a name for the collection bundle, support case number, and the name or email address of the Technical

Support contact.

6. If you want SupportAssist Enterprise to upload the collection bundle to Dell, ensure that the Upload Collection option is selected.

NOTE: If you clear the Upload Collection option, the collection bundle is saved, but not uploaded to Dell. You can upload the collection bundle at a later time through the Collections page.

7. Click OK .

Figure 46. Multiple Device Collection pane

The collection progress status is displayed in the Multiple Device Collection pane on the Devices page. If the collection is completed successfully, the Collections page displays the details of the collection. You can also download the multiple device collection from the Collections page. For information on viewing a multiple device collection, see

Downloading and viewing a multiple device collection.

NOTE: To cancel the multiple device collection, click Cancel on the Multiple Device Collection pane.

NOTE: Until the multiple device collection is complete, the check box that is used to select the devices is disabled.

Therefore, you cannot initiate any other tasks on the devices until the multiple device collection is complete.

NOTE: If the registration is not complete, the collection is not automatically sent to Dell. However, you can go to the

Collections page, and then manually initiate the upload.

NOTE: When you are collecting system information from multiple devices, if the devices you have selected are associated with multiple Remote Collectors, then each Remote Collector generates a separate collection bundle.

Using SupportAssist Enterprise to collect and send system information 135

Uploading a collection

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

About this task

You can use the Upload option available in the Collections page to upload collections to Dell. You may choose to upload a collection in the following scenarios:

● Collection of system information was successful, but upload of the collection was unsuccessful.

● While starting a multiple device collection, you had chosen not to upload the multiple device collection to Dell. Such collections display a Never Uploaded status in the Collections page.

● You want to upload a collection to Dell once again.

NOTE: Manual upload is not supported for collections that were performed by a Remote Collector.

Steps

1. Point to Collections and click View Collections .

The Collections page is displayed.

2. Select one or more collections that you want to upload and click Upload .

NOTE: The total file size of the all collections that you have selected must be lesser than 5 GB.

Figure 47. Upload collection option

The Upload Status column displays the status of the upload.

Uploading a collection from a disconnected site

About this task

When internet connectivity is available, SupportAssist Enterprise automatically collects and sends system information from your devices to Dell. If the server where SupportAssist Enterprise is installed or the server where the Remote Collector is set up does not have internet connectivity, you can choose to manually upload collections to Dell.

Steps

1. Perform a collection from the device. See

Starting the collection of system information from a single device

2. If the collection was performed by SupportAssist Enterprise:

● For storage, networking, or multiple device collections only — On the Collections page, select the collection, and in the collection overview pane, click Download File .

136 Using SupportAssist Enterprise to collect and send system information

● For other device collections, depending on the operating system, you can access the collection .zip file at the following location:

○ Windows — <Drive where SupportAssist Enterprise is installed>:\Program Files\Dell\SupportAssist\reports

○ Linux — /opt/dell/supportassist/scripts/reports

● If the collection was performed by a Remote Collector, log in to the server where the Remote Collector is installed.

Depending on the operating system, you can access the collection .zip file at the following location:

○ Windows — <System drive of the remote system>:\Program Files\Dell\SupportAssist\reports

○ Linux — /opt/dell/supportassist/scripts/reports

3. Copy and paste the collection .zip

file to another system that has internet connectivity.

4. Visit https://techdirect.dell.com/fileUpload/

The Dell EMC Technical Support File Upload page is displayed.

5. Type the Service Tag of the device.

6. Type your company name, contact name, Service Request #, email address, Dell contact email, and address in the appropriate fields.

NOTE: If you do not have a Service Request number, contact Technical Support to open a service request.

7. Click Choose File and browse to select the collection .zip

file.

8. Click Submit .

Using SupportAssist Enterprise to collect and send system information 137

Understanding maintenance mode

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

Enterprise, thereby preventing the creation of unnecessary support cases during an alert storm or a planned maintenance activity. If an alert storm is received from a monitored device, SupportAssist Enterprise automatically places the device in maintenance mode. You can also manually 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.

Global-level maintenance mode

Global-level 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 Enterprise 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

Enabling or disabling global-level maintenance mode

Device-level maintenance mode

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

● Automated device-level maintenance mode — By default, if SupportAssist Enterprise receives 10 or more valid hardware alerts within 60 minutes from a specific device, SupportAssist Enterprise automatically places that device in maintenance mode. The device remains in maintenance mode for 30 minutes, allowing 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 on the Devices page. After 30 minutes, the device is automatically removed from maintenance mode, enabling SupportAssist Enterprise 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

Enabling or disabling device-level maintenance mode .

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

SupportAssist Enterprise to automatically create support cases, you can place that device in maintenance mode. While in maintenance mode, the device displays the maintenance mode icon on the Devices page. After the maintenance activity is completed, you can remove the device from maintenance mode, enabling SupportAssist Enterprise to resume processing alerts from the device normally. For instructions to enable device-level maintenance mode, see

Enabling or disabling device-level maintenance mode .

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

● 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.

Topics:

•

Enabling or disabling global-level maintenance mode

•

Enabling or disabling device-level maintenance mode

138 Understanding maintenance mode

Enabling or disabling global-level maintenance mode

Enabling global-level maintenance mode suspends the automatic case creation capability for all devices.

Prerequisites

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

on page 141 and

Granting elevated or administrative privileges to users

on page 143.

Steps

1. Point to Settings and click Preferences .

The Preferences page is displayed.

2. In Maintenance Mode , depending on your requirement, select or clear the Temporarily suspend case generation activity (for example, for purposes of downtime, external troubleshooting, etc.) option.

3. Click Apply .

The Saving Preferences Data window is displayed. If you enabled maintenance mode, a Maintenance Mode banner is displayed at the top of the SupportAssist Enterprise user interface. After global-level maintenance mode is enabled,

SupportAssist Enterprise remains in that state unless you clear the option as in step 2.

Related references

You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

on page 217

Enabling or disabling device-level maintenance mode

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

Prerequisites

and Granting elevated or administrative privileges to users

Steps

1. Click Devices .

The Devices page is displayed.

2. Select a device on the Devices page.

The device overview pane is displayed at the right side of the Devices page.

3. From the Tasks list, under Maintenance Mode , select Enable or Disable depending on your requirement.

Understanding maintenance mode 139

Figure 48. Maintenance mode options

If maintenance mode is enabled for a specific device, the maintenance mode icon is displayed with the name of the device on the Devices page. If you disable maintenance mode for a device, the maintenance mode icon is removed from the device name.

140 Understanding maintenance mode

SupportAssist Enterprise user groups

SupportAssist Enterprise maintains security and privileges through the following user groups that are created during the installation of SupportAssist Enterprise:

● SupportAssistAdmins — Users who are members of this group have elevated or administrative privileges required for performing both basic and advanced functions in SupportAssist Enterprise.

● SupportAssistUsers — Users who are members of this group have normal privileges required for performing only basic functions in SupportAssist Enterprise.

After the installation of SupportAssist Enterprise, by default, the operating system user groups specified in the following table are automatically added to the SupportAssist Enterprise user groups.

Table 21. Operating system user groups that are added to the SupportAssist Enterprise user groups

Operating system where

SupportAssist Enterprise is installed

SupportAssistAdmins SupportAssistUsers

Microsoft Windows Local Administrators Users

Windows domain controller

Linux

Domain Admins root user

Domain Users

—

If you have Administrator privileges (Windows) or root privileges (Linux) on the system, you can add user accounts to the appropriate SupportAssist Enterprise user groups based on your requirement. Users who are members of the operating system user groups on the system where SupportAssist Enterprise is installed have the following privileges in SupportAssist Enterprise:

● If SupportAssist Enterprise is installed on Windows:

○ Users who are members of the Administrators user group have elevated or administrative privileges in SupportAssist

Enterprise.

○ Users who are members of the Users user group have normal privileges in SupportAssist Enterprise.

● If SupportAssist Enterprise is installed on Linux:

○ Users who are members of the root group have elevated or administrative privileges in SupportAssist Enterprise.

○ Users who are members of the users group have normal privileges in SupportAssist Enterprise.

Topics:

•

SupportAssist Enterprise functions and user privileges

•

Granting elevated or administrative privileges to users

•

Adding users to the SupportAssist Enterprise user groups - Windows

•

Adding users to the SupportAssist Enterprise user groups - Linux

SupportAssist Enterprise functions and user privileges

The following table provides a list of functions that can be performed by the SupportAssist Enterprise users depending on their privileges.

Table 22. SupportAssist Enterprise functions and user privileges

SupportAssist Enterprise functions SupportAssistAdmins and users with elevated or administrative privileges

View cases and check for cases

SupportAssistUsers and users with normal privileges

View the device inventory and device groups

SupportAssist Enterprise user groups 141

Table 22. SupportAssist Enterprise functions and user privileges (continued)

SupportAssist Enterprise functions SupportAssistAdmins and users with elevated or administrative privileges

SupportAssistUsers and users with normal privileges

View the collections page

View the collected system information

Perform network connectivity tests

Perform the case creation test

Perform case management actions

Create, manage, edit, or delete device groups

Complete the registration of SupportAssist

Enterprise

Add devices

Perform deep discovery

Create device discovery rule

Edit device credentials

Delete devices

Install/upgrade OMSA by using

SupportAssist Enterprise

Configure SNMP by using SupportAssist

Enterprise

Enable or disable global-level maintenance mode

Enable or disable device-level maintenance mode

Manually start the collection and upload of system information from a single device or multiple devices

View and configure SupportAssist

Enterprise settings

Perform automatic update

Clear System Event Log

Set up, edit, or delete an adapter

Set up, edit, or delete a Remote Collector

Create, edit, or delete an Account

Credentials

142 SupportAssist Enterprise user groups

Table 22. SupportAssist Enterprise functions and user privileges (continued)

SupportAssist Enterprise functions SupportAssistAdmins and users with elevated or administrative privileges

SupportAssistUsers and users with normal privileges

Create, edit, or delete a Credential Profile

Uninstall SupportAssist Enterprise

Granting elevated or administrative privileges to users

About this task

You can grant elevated or administrative privileges to users by adding them to specific user groups on the system where

SupportAssist Enterprise is installed. The user groups to which a user must be added to grant elevated or administrative privileges vary depending on the operating system where SupportAssist Enterprise is installed.

● If SupportAssist Enterprise is installed on Windows, you can grant elevated or administrative privileges through one of the following methods:

○ Add the user to the SupportAssistAdmins

user group. See Adding users to the SupportAssist Enterprise user groups

(Windows)

○ Add the user to the Windows Administrators user group.

● If SupportAssist Enterprise is installed on Linux, you can grant elevated or administrative privileges through one of the following methods:

○ Add the user to the SupportAssistAdmins

user group. See Adding users to the SupportAssist Enterprise user groups

(Linux)

○ Add the user to the Linux root group.

Adding users to the SupportAssist Enterprise user groups - Windows

Prerequisites

Ensure that you are logged in to the server where SupportAssist Enterprise is installed with administrator privileges.

Steps

1. Open the command prompt window.

2. To add an existing user account to a SupportAssist Enterprise user group, use the following syntax: net localgroup

SupportAssist_Enterprise_user_group_name user_name .

For example:

● To add an existing user account (for example, User1) to the SupportAssistAdmins user group, type net localgroup

SupportAssistAdmins User1 and press Enter.

● To add an existing user account (for example, User2) to the SupportAssistUsers user group, type net localgroup

SupportAssistUsers User2 and press Enter.

Adding users to the SupportAssist Enterprise user groups - Linux

Prerequisites

Ensure that you are logged in to the server where SupportAssist Enterprise is installed with root privileges.

SupportAssist Enterprise user groups 143

Steps

1. Open the terminal window.

2. To create a new user account and add the user account to a SupportAssist Enterprise user group, use the following syntax: useradd –G SupportAssist_Enterprise_user_group_name User_name

For example:

● To create a new user account (for example, User1) and add it to the SupportAssistAdmins user group, type useradd

–G Supportassistadmins User1 and press Enter.

● To create a new user account (for example, User2) and add it to the SupportAssistUsers user group, type useradd

–G Supportassistusers User2 and press Enter.

3. To add an existing user account to a SupportAssist Enterprise user group, use the following syntax: usermod –G SupportAssist_Enterprise_user_group_name User_name

For example:

● To add an existing user account (for example, User1) to the SupportAssistAdmins user group, type usermod –G

SupportAssistAdmins User1 and press Enter.

● To add an existing user account (for example, User2) to the SupportAssistUsers user group, type usermod –G

SupportAssistUsers User2 and press Enter.

144 SupportAssist Enterprise user groups

Manually configuring SNMP settings

Configuring the SNMP settings (alert destination) of a device ensures that SupportAssist Enterprise receives alerts from the device. SupportAssist Enterprise can automatically configure the SNMP settings of Dell servers. For Dell chassis and networking devices, you must manually configure the SNMP settings.

Topics:

•

Manually configuring the alert destination of a server

•

Manually configuring the alert destination of iDRAC by using the web interface

•

Manually configuring the alert destination of a chassis by using the web interface

•

Manually configuring the alert destination of a networking device

Manually configuring the alert destination of a server

By default, when you add a server you can allow SupportAssist Enterprise to automatically configure the alert destination of the server. If the automatic SNMP configuration is unsuccessful, you can configure the SNMP settings of a device by using the following methods:

● Running a script file — The SupportAssist Enterprise installation folder includes two script files (one for Microsoft Windows and another for Linux) that you can use to configure the alert destination of a server.

● Manually configure the SNMP settings — You can configure settings by accessing the SNMP trap service.

NOTE: You can retry the automatic configuration of the alert destination at any time using the Configure SNMP option available in SupportAssist Enterprise. For information on using the Configure SNMP

option, see Configuring SNMP settings by using SupportAssist Enterprise

on page 145

Manually configuring the alert destination of a server running Windows

on page 146

Manually configuring the alert destination of a server by using the script file on a server running Linux

on page 147

Manually configuring the alert destination of a server running Linux on page 148

Manually configuring the alert destination of a server by using the script file on server running Windows

Prerequisites

● Microsoft Windows PowerShell version 1.0 or later must be installed on the device.

NOTE: The script file is supported only on Windows PowerShell. It is not supported on Windows PowerShell (x86),

Windows PowerShell ISE, or Windows PowerShell ISE (x86).

● Ensure that you have administrator rights on the device to run the PowerShell script file.

● Ensure that you have write permissions on the C:\ drive of the device.

● If the device is running Windows 2003, ensure that the SNMP service is installed. On all other supported operating systems, the script file installs the SNMP service if it is not installed already.

The script file is supported only on devices running the following operating systems:

● Windows Server 2003

● Windows Server 2008 R2 SP1 (64-bit)

● Windows Server 2008 SP2 (64-bit)

● Windows Server 2008 SP2 (32-bit)

Manually configuring SNMP settings 145

● Windows Small Business Server 2008

● Windows Small Business Server 2011

● Windows Server 2012

● Windows Server 2012 R2

● Windows Server 2016

● Server Core for Windows Server 2012

Steps

1. On the server where SupportAssist Enterprise is installed, browse to the <Drive where SupportAssist Enterprise is installed>:\Program Files\Dell\SupportAssist\scripts folder.

2. Copy the script file ( WindowsSNMPConfig.ps1

) located in the folder and paste the file at a desired location (for example,

C:\temp ) on the device.

3. Perform one of the following, depending on the operating system running on the device:

● In Windows Server 2012, on the Start screen, right-click the Windows PowerShell tile, and in the app bar, click Run as administrator .

● In Windows Server 2003, 2008, or Windows Small Business Server 2011, click Start , type PowerShell , right-click

Windows PowerShell , and then click Run as administrator .

4. Set the PowerShell execution policy as appropriate on the device. For example, type the following command: Set–

ExecutionPolicy RemoteSigned or Set–ExecutionPolicy AllSigned .

5. Run the script file on the device using the following syntax: <script file path> –hosts <IP address of server where SupportAssist Enterprise is installed> . For example, ./WindowsSNMPConfig.ps1 – hosts 10.55.101.20

6. If Verisign is not included as a trusted publisher on the device, you are prompted to confirm if you want to run the software from an untrusted publisher. Press <R> to run the script.

Related concepts

Manually configuring the alert destination of a server

on page 145

Manually configuring the alert destination of a server running

Windows

Perform the following steps to manually configure the alert destination of a server running Microsoft Windows:

Steps

1. Open a command prompt, type services.msc

, and press Enter.

The Services window is displayed.

2. Browse the list of services, and ensure that the status of the SNMP Service is displayed as Started .

3. Right-click SNMP Service and select Properties .

The SNMP Service Properties window is displayed.

4. Click the Traps tab, and perform the following: a. In the Community name box, type the community name, and click Add to list .

b. In Trap destinations , click Add .

The SNMP Service Configuration window is displayed.

c. In the Host name, IP or IPX address field, type the host name or IP address of the server where SupportAssist

Enterprise is installed, and click Add .

5. Click Apply .

6. In the Services window, right-click SNMP Service and click Restart .

Related concepts

Manually configuring the alert destination of a server

on page 145

146 Manually configuring SNMP settings

Manually configuring the alert destination of a server by using the script file on a server running Linux

Prerequisites

●

Net-SNMP must be installed on the system. For information on installing Net-SNMP, see Installing Net-SNMP on a server running Linux

on page 159

● Ensure that you have root privileges on the device.

The script file is supported only on devices running the following operating systems:

● Red Hat Enterprise Linux 5.5 (32-bit and 64-bit)

● Red Hat Enterprise Linux 5.7 (32-bit and 64-bit)

● Red Hat Enterprise Linux 5.8 (32-bit and 64-bit)

● Red Hat Enterprise Linux 5.9 (32-bit and 64-bit)

● Red Hat Enterprise Linux 5.10 (32-bit and 64-bit)

● Red Hat Enterprise Linux 5.11 (32-bit and 64-bit)

● Red Hat Enterprise Linux 6.1 (64-bit)

● Red Hat Enterprise Linux 6.2 (64-bit)

● Red Hat Enterprise Linux 6.3 (64-bit)

● Red Hat Enterprise Linux 6.4 (64-bit)

● Red Hat Enterprise Linux 6.5 (64-bit)

● Red Hat Enterprise Linux 6.7 (64-bit)

● Red Hat Enterprise Linux 6.8 (64-bit)

● Red Hat Enterprise Linux 7.0 (64-bit)

● Red Hat Enterprise Linux 7.1 (64-bit)

● Red Hat Enterprise Linux 7.2 (64-bit)

● SUSE Linux Enterprise Server 10 SP3 (32-bit and 64-bit)

● SUSE Linux Enterprise Server 10 SP4 (32-bit and 64-bit)

● SUSE Linux Enterprise Server 11 (64-bit)

● SUSE Linux Enterprise Server 11 SP1 (32-bit and 64-bit)

● SUSE Linux Enterprise Server 11 SP2 (64-bit)

● SUSE Linux Enterprise Server 11 SP3 (64-bit)

● SUSE Linux Enterprise Server 11 SP4 (64-bit)

● SUSE Linux Enterprise Server 12 (64-bit)

● SUSE Linux Enterprise Server 12 SP1 (64-bit)

● CentOS 7.0

● CentOS 6.0

● Oracle Linux 7.1

● Oracle Linux 6.7

Steps

1. On the server where SupportAssist Enterprise is installed, browse to the <Drive where SupportAssist Enterprise is installed>:\Program Files\Dell\SupportAssist\scripts folder.

2. Copy the script file ( LinuxSNMPConfig.sh

) located in the folder and paste the file at a desired location (for example,

\root ) on the device.

3. Open the terminal window and log in as a user with root privileges.

4. Run the script file on the device using the following syntax: sh LinuxSNMPConfig.sh -d <IP address of the server where SupportAssist Enterprise is installed> . For example, sh LinuxSNMPConfig.sh -d

10.10.10.10

Related concepts

Manually configuring the alert destination of a server

on page 145

Manually configuring SNMP settings 147

Manually configuring the alert destination of a server running Linux

Perform the following steps to manually configure the alert destination of a server running Linux:

Steps

1. Run the command rpm -qa | grep snmp , and ensure that the net-snmp package is installed.

2. Run cd /etc/snmp to navigate to the snmp directory.

3. Open snmpd.conf

in the VI editor ( vi snmpd.conf

4. Search snmpd.conf

for # group context sec.model sec.level prefix read write notif and ensure that the values for fields read , write , and notif are set to all .

5. At the end of the snmpd.conf

file, just before Further Information , add an entry in the following format: Trapsink <IP address of the server where SupportAssist Enterprise is installed> <community string> For example, trapsink 10.94.174.190 public .

6. Restart the SNMP services ( service snmpd restart ).

Related concepts

Manually configuring the alert destination of a server

on page 145

Manually configuring the alert destination of iDRAC by using the web interface

Perform the following steps to manually configure the alert destination of an iDRAC:

Steps

1. Log in to the iDRAC web interface.

2. Go to Overview > Server > Alerts .

3. In the Alerts section, make sure that the Enabled option is selected.

4. In the Alerts Filter section, make sure that the following options are selected:

● System Health

● Storage

● Configuration

● Audit

● Updates

● Warning

● Critical

5. In the Alerts and Remote System Log Configuration section, make sure that all fields in the SNMP Trap column are selected.

6. Click SNMP and Email Settings .

7. In the IP Destination List section, select the State option to enable the alert destination field.

You can specify up to eight destination addresses. For more information about the options, see the iDRAC Online Help .

8. In the Destination Address field, type the IP address of the server where SupportAssist Enterprise is installed.

9. Type the iDRAC SNMP community string (public) and the SNMP alert port number (for example, 162) in the appropriate fields.

For more information about the options, see iDRAC Online Help .

NOTE: The community string value indicates the community string to be used in a Simple Network Management

Protocol (SNMP) alert trap sent from iDRAC. Ensure that the destination community string is the same as the iDRAC community string. The default community string is Public.

10. Click Apply .

The alert destination is configured.

11. In the SNMP Trap Format section, make sure that either SNMP v1 or SNMP v2 is selected, and click Apply .

148 Manually configuring SNMP settings

iDRAC is now configured to forward alerts to the server where SupportAssist Enterprise is installed.

NOTE: For information on configuring the alert destination of an iDRAC using other methods, see the “Configuring IP

Alert Destinations” section in the iDRAC User’s Guide at https://www.Dell.com/idracmanuals .

Manually configuring the alert destination of a chassis by using the web interface

Prerequisites

You must be logged in to the CMC web interface with administrator privileges.

Steps

1. In the system tree, go to Chassis Overview , and then click Alerts > Chassis Events .

The Chassis Events page is displayed.

2. Under Chassis Event Filters Configuration section, select Enable Chassis Event Alerts option to enable alert generation.

3. Under the Chassis Event List section, select the Enable Alert option on the column header to generate alerts for all events.

4. In the system tree, go to Chassis Overview , and then click Alerts > Trap Settings .

The Chassis Event Alert Destinations page is displayed.

5. Perform the following:

● In the Destination field, enter the IP address of the server where SupportAssist Enterprise is installed.

● In the Community String field, enter a valid community string to which the server where SupportAssist Enterprise is installed belongs.

NOTE: CMC uses a default SNMP community string as public. To ensure higher security, it is recommended to change the default community string and set a value which is not blank.

● Under Enabled , select the check box corresponding to the IP address of the server where SupportAssist Enterprise is installed.

6. Click Apply to save the settings.

7. To test whether the destination IP address is receiving the SNMP traps, click Send in the Test SNMP Trap column.

The IP alert destinations are configured.

Manually configuring the alert destination of a networking device

About this task

NOTE: The steps to configure the alert destination of networking devices may vary based on the networking device type and model. For information on configuring the alert of a specific networking device model, see the networking device documentation.

Steps

1. Log in to the networking device by using a terminal emulator such as PuTTY.

The terminal window is displayed.

2. Type configure and press Enter.

3. Type snmp-server host <IP address of the server where SupportAssist Enterprise is installed> traps version 1 .

4. To verify if the alert destination is configured successfully, type show running-config snmp and press Enter.

The list of alert destinations that are configured on the device is displayed.

Manually configuring SNMP settings 149

Managing SupportAssist Enterprise alerts in

TechDirect

Dell EMC TechDirect is a centralized support portal that enables administrators in your organization to manage alerts that are created by SupportAssist Enterprise. By default, SupportAssist Enterprise automatically forwards alerts that qualify for support case creation or parts dispatch to Dell EMC. TechDirect enables Administrators to set rules that allow them to review and determine if the alerts need to be forwarded to Dell EMC for case creation or parts dispatch.

Topics:

•

Setting up TechDirect to receive SupportAssist Enterprise alerts

•

Configuring alert rules in TechDirect

•

Viewing SupportAssist Enterprise alerts in TechDirect

•

SupportAssist alerts

•

SupportAssist alert actions

Setting up TechDirect to receive SupportAssist

Enterprise alerts

Prerequisites

The server where SupportAssist Enterprise is installed must have internet connectivity.

About this task

Setting up TechDirect to receive alerts from SupportAssist Enterprise enables you to view and manage alerts.

Steps

1. Go to https://www.techdirect.com

The TechDirect home page is displayed.

2. Click Register and enter the following information on the Registration page: a. In the Contact Information section, type the first name, last name, email address, and company name, and select the country.

b. In the Account Information section, select the preferred language and time zone.

c. In the TechDirect Terms of Use section, read about the Dell TechDirect portal access and site terms of use, and then select Yes, I agree to the TechDirect Terms of Use .

d. In the Security Check section, type the displayed text.

3. Click Submit .

The Registration Complete page is displayed.

4. Click Sign In and type your TechDirect user name and password.

The TechDirect Dashboard is displayed.

5. From the Services menu, click SupportAssist .

The SupportAssist page is displayed.

6. Read about the SupportAssist terms of use and select I have read and understood these terms and conditions, and I am authorized to accept these terms .

7. If you have multiple accounts, select an account from the Select Account list.

8. In the Manage Devices gadget, click Manage .

The Manage Devices page is displayed.

9. Click Manage Sites and Devices .

The Manage Sites and Devices window is displayed.

150 Managing SupportAssist Enterprise alerts in TechDirect

10. Click Create a new site .

The Create a new site window is displayed.

11. Enter a site name in the appropriate field and click Next .

The Add Devices to Site window is displayed.

12. Select Connect to an existing SupportAssist Enterprise installation .

13. Enter the registration ID, Service Tag of a device, and phone number in the appropriate fields.

NOTE: You can find the registration ID on the About page in SupportAssist Enterprise.

14. Click Finish and then click Close .

Your site is created, but the device addition capability is enabled only after 24 hours. A notification is sent to your Message

Center after the device addition capability is enabled.

Configuring alert rules in TechDirect

About this task

Administrators in your organization can configure rules to determine how alerts created by SupportAssist are handled by the

TechDirect portal. For example, you can choose to automatically forward all alerts to technical support or have the alerts placed in your SupportAssist alert queue for your support team to review and determine if the alert should be forwarded to Dell.

Steps

1. Go to https://www.techdirect.com

The TechDirect home page is displayed.

2. Click Sign In and type your TechDirect user name and password.

The TechDirect Dashboard is displayed.

3. From the Services menu, click SupportAssist .

The SupportAssist page is displayed.

4. In the Configure Rules gadget, click Configure .

The Configure SupportAssist Alert Rules page is displayed.

5. In the Inactivity notification alert period field, type the desired duration.

6. For the Automated technical support case requests?

option, select one of the following:

● Select Yes to directly forward all technical support alerts to Dell.

● Select No to send all technical support alerts to your company’s SupportAssist Enterprise alerts queue for review by your support team to determine if the alert should be forwarded to Dell.

7. For the Auto-forward all Dispatch alerts to Dell?

option, select one of the following:

● Select Yes to directly forward all parts dispatch alerts to Dell.

● Select No to send all parts dispatch alerts to your company’s SupportAssist Enterprise alerts queue for review by your support team to determine if the alert should be forwarded to Dell.

The Group Management section is displayed if you have chosen to forward all parts dispatch alerts to Dell.

8. Click Add Group Rule .

The group rules are used to identify the address where dispatched parts should be sent. Whenever a SupportAssist

Enterprise alert is forwarded to Dell EMC for parts dispatch, the address in the alert is compared with the addresses defined in the group rules. If there is a match, the address information associated with that group rule is used to identify the address where the dispatched parts should be sent.

9. On the Add Group Rule page, select one of the following options:

● By Country — Select this option if you want to route all auto-dispatches from a country to a specific address.

● By State/Province — Select this option if you want to route all auto-dispatches from a state or province to a specific address.

● By City — Select this option if you want to route all auto-dispatches from a city to a specific address.

● By ZIP/Postal Code — Select this option if you want to route all auto-dispatches with a ZIP/Postal Code to a specific address.

10. Enter the required details based on the option that you have selected in Step 8 and click Save Rule .

11. Click Save Alert Rules .

Managing SupportAssist Enterprise alerts in TechDirect 151

Viewing SupportAssist Enterprise alerts in TechDirect

About this task

You can view SupportAssist Enterprise alerts in TechDirect after you set up TechDirect to receive alerts.

Steps

1. Go to https://www.techdirect.com

The TechDirect home page is displayed.

2. Click Sign In and type your TechDirect user name and password.

The TechDirect Dashboard is displayed.

3. From the Services menu, click SupportAssist .

The SupportAssist page is displayed.

4. In the Manage SupportAssist Alerts tile, click Manage .

The SupportAssist Alerts page is displayed.

SupportAssist alerts

You can view details about the alerts generated by SupportAssist Enterprise through the TechDirect portal. The following table describes the details displayed on the SupportAssist Alerts page.

Table 23. Alert details

Name

Service Tag

Alert Number

Alert Type

Notes

Create Timestamp

Last Activity Time

Status

Actions

Description

Displays the unique identifier of the system which reported an issue.

Displays the unique support request number assigned to the alert that you can reference while communicating with technical support.

Displays the type of alert:

● Technical Support

● Dispatch

Displays details about the issue that was detected and error information for investigation.

Displays the date and time that the alert was created in

TechDirect.

Displays the date and time of the last action taken by the customer Administrator or Technician User.

Displays the status of the alert:

● Unassigned — No customer Technician User has ownership

● Assigned — A customer Technician User has ownership

● Submit Failed — Attempt to forward to Dell failed

Click to view actions available for the alert.

Technician Users may:

● Take ownership of the alert

● Update the alert details

● Close the alert

● Forward the alert to Dell

Administrators can perform all the actions available for users with the role Technician . Administrators can assign an alert to one of their Technician Users.

152 Managing SupportAssist Enterprise alerts in TechDirect

Table 23. Alert details (continued)

Name

Owner

Description

Displays the Technician User who is currently the owner of an alert.

NOTE: The Owner field is not displayed in the default view. You can select the Owner field through the Column

Preferences link.

SupportAssist alert actions

You can take action on the alerts created by SupportAssist through the TechDirect portal. The following table describes the actions available for alerts created by SupportAssist.

Table 24. Alert actions

TechDirect account type

Available actions

Administrator and

Technician Users

Take Ownership

Description

Administrator

Update

Close Alert

Forward To Dell

Assign Ownership

Individual Technician Users under a TechDirect account can see all SupportAssist Enterprise alerts as they arrive. A

Technician User may take ownership of an alert. Technician

Users may not reassign alerts, only the TechDirect

Administrator for the account may reassign alerts.

Displays the Details page that allows you to add a note or an attachment about the alert.

Closes the alert. Both you and Dell will not be able to take any further action on the alert.

Forwards the support request to technical support. You can continue to monitor progress from either your Technical

Support or Dispatch Summary pages in TechDirect.

Assigns a Technician User as the owner of an alert. May also be used to reassign to another Technician User.

Managing SupportAssist Enterprise alerts in TechDirect 153

Other useful information

This chapter provides additional information that you may require while using SupportAssist Enterprise.

Topics:

•

Monitoring servers for hardware issues

•

Support for automatically installing or upgrading OMSA

•

Support for automatically configuring SNMP settings

•

Detection of hardware issues in attached storage devices

•

Device correlation

•

Association view

•

•

Support for Dell OEM servers

•

Installing Net-SNMP on a server running Linux

•

Configuring sudo access for SupportAssist Enterprise on a server running Linux

•

Ensuring successful communication between the SupportAssist Enterprise application and the SupportAssist server

•

Accessing the SupportAssist Enterprise application logs

•

Event storm handling

•

Accessing the context-sensitive help

•

Viewing SupportAssist Enterprise product information

•

Uninstalling SupportAssist Enterprise

•

Identifying the generation of a Dell PowerEdge server

Monitoring servers for hardware issues

SupportAssist Enterprise can monitor Dell servers through the following methods:

● Agent-based monitoring — This method is used to monitor devices that are added with the Device Type as Server /

Hypervisor . In this method, an agent acts as an interface between the device and SupportAssist Enterprise. The agent generates an alert (SNMP trap) whenever a hardware event occurs on the device. For monitoring a device using the agent-based method, SupportAssist Enterprise depends on the Dell OpenManage Server Administrator (OMSA) agent. The

OMSA agent is an application that monitors the health of various components of the device where it is installed. Whenever a hardware event occurs on the device, the OMSA agent generates an alert. SupportAssist Enterprise processes the alert to determine if the alert qualifies for creating a support case. For instructions to add a device for agent-based monitoring, see

Adding a server or hypervisor

on page 39.

NOTE: Without OMSA, SupportAssist Enterprise will not be able to monitor a device through the agent-based monitoring method.

NOTE: Installation of OMSA may not be supported on certain operating systems. SupportAssist Enterprise may be able to monitor devices running such operating systems only through the agentless monitoring method. For information on the operating system requirements for agent-based monitoring, see the SupportAssist Enterprise Version 1.2 Support

Matrix at https://www.Dell.com/ServiceabilityTools .

● Agentless monitoring — This method is used to monitor devices that are added with the Device Type as iDRAC . In this method, the Integrated Dell Remote Access Controller (iDRAC) available on the device acts as an interface between the device and SupportAssist Enterprise. Whenever a hardware event occurs on the device, the iDRAC generates an alert.

SupportAssist Enterprise processes the alert to determine if the alert qualifies for creating a support case. For instructions to add a device for agentless monitoring, see

Adding an iDRAC

on page 42.

NOTE: Agentless monitoring is supported only for Dell’s 12th and later generation of PowerEdge servers (iDRAC 7 and later).

NOTE: The iDRAC can be configured to send alerts through SNMP and IPMI. However, SupportAssist Enterprise can only receive alerts that are sent through SNMP. To ensure that SupportAssist Enterprise receives alerts that are sent

154 Other useful information

from an iDRAC, you must ensure that all SNMP Trap options are selected in the Alerts and Remote System Log

Configuration section of the iDRAC web console.

Benefits of agent-based monitoring

Even though Dell's 12th and later generations of PowerEdge servers can be monitored through the agentless (iDRAC) method, agent-based (OMSA) method has the following benefits:

● Alert generation capabilities of OMSA and iDRAC are not the same. In Dell's 13th or later generation of PowerEdge servers, the alert generation capabilities of OMSA and iDRAC are almost similar. However, alerts from chipset and software RAID are available only through OMSA.

● For devices with a ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contract

Dell's recommendations for operating system and software component versions are available only if the device is monitored through OMSA.

● OMSA is the only option available for monitoring 9th to 11th generation of PowerEdge servers.

Support for automatically installing or upgrading

OMSA

To monitor a device through the agent-based method, SupportAssist Enterprise requires the Dell OpenManage Server

Administrator (OMSA) agent to be installed and running on the device. The OMSA agent is an application that monitors the health of various components of the device where it is installed. When OMSA is installed and running on a device, the OMSA agent generates an alert whenever a hardware event occurs on the device. SupportAssist Enterprise receives the alert from the device and processes the alert to identify if the alert indicates a hardware issue. For more information on OMSA, visit www.dell.com/support/article/sln312492 .

NOTE: The SupportAssist Enterprise recommended version of OMSA may vary depending on the generation of the

PowerEdge server and the operating system running on the server. For information on the recommended versions of

OMSA, see the SupportAssist Enterprise Version 1.2 Support Matrix at https://www.dell.com/serviceabilitytools .

SupportAssist Enterprise has the capability to automatically download and install the recommended version of OMSA on a device. By default, when a server is added for agent-based monitoring, SupportAssist Enterprise verifies if the recommended version of OMSA is installed on the device.

● If OMSA is not installed on the device, SupportAssist Enterprise prompts for your confirmation to download and install the recommended version of OMSA on the device. On confirmation, SupportAssist Enterprise downloads and installs OMSA in the background. The OMSA installation status is displayed in the Status column on the Devices page. If you choose not to install OMSA, the status of the device is displayed as OMSA not installed . To install OMSA at a later time, you can use the Tasks > Install / Upgrade OMSA option on the device overview pane.

● If OMSA is already installed on the device, SupportAssist Enterprise verifies if the version of OMSA matches with the recommended OMSA version for SupportAssist Enterprise. If the existing version of OMSA is not the recommended version, but supports direct upgrade to the recommended version of OMSA, SupportAssist Enterprise prompts for your confirmation to download and upgrade OMSA on the device. The OMSA upgrade status is displayed in the Status column on the Devices page. If you choose not to upgrade OMSA, the status of the device is displayed as New version of OMSA available .

To upgrade OMSA at a later time, use the Tasks > Install / Upgrade OMSA option on the device overview pane.

NOTE: Direct upgrade to OMSA version n is supported only from the two previous versions (n-2) of OMSA. If direct upgrade is not supported, you must manually download and upgrade OMSA on the device. For example, if OMSA version

7.0 is already installed on the device, but the recommended version of OMSA is 7.4, you must manually upgrade from

OMSA version 7.0 to 7.2. After upgrading to OMSA version 7.2, you can upgrade to OMSA version 7.4 using the More

Tasks > Install/Upgrade OMSA option on the device overview pane or you can manually download and upgrade to

OMSA version 7.4.

NOTE: When you allow or use SupportAssist Enterprise to install or upgrade OMSA, the downloaded packages of OMSA are retained in the SupportAssist Enterprise installation folder. If a compatible version of OMSA was already downloaded during an earlier operation, SupportAssist Enterprise does not download OMSA again. In this scenario, SupportAssist Enterprise only installs or upgrades OMSA on the device using the already downloaded version of OMSA.

Other useful information 155

NOTE: The time taken to download OMSA is dependent on the internet download speed and network bandwidth.

If the recommended version of OMSA is installed and running on the device, the status of the device is displayed as OK .

NOTE: Automatic installation of OMSA through SupportAssist Enterprise is not supported on devices running Citrix

XenServer, VMware ESXi, or ESX. To allow SupportAssist Enterprise to detect hardware issues on these devices, you must manually download and install OMSA.

on page 105

Support for automatically configuring SNMP settings

To enable SupportAssist Enterprise to monitor a device, the device must be configured to forward alerts (SNMP traps) to the server where SupportAssist Enterprise is installed. Configuring the SNMP settings sets the alert destination of a device, and ensures that alerts from the device are forwarded to the server where SupportAssist Enterprise is installed. SupportAssist

Enterprise has the capability to automatically configure the SNMP settings of a device, such that the device forwards alerts to the server where SupportAssist Enterprise is installed. You can allow SupportAssist Enterprise to configure the SNMP settings of the device while adding the device or at a later time. The status of the SNMP configuration is displayed in the Status column on the Devices page. While SupportAssist Enterprise configures the SNMP settings of a device, the device displays a Configuring SNMP status. You can also use the Tasks > Configure SNMP option on the device overview pane to automatically configure the SNMP settings of a device at any time.

NOTE: When you allow or use SupportAssist Enterprise to automatically configure the SNMP settings of a device, the alert destination of the device is set to the IP address of the server where SupportAssist Enterprise is installed.

Deep discovery

The deep discovery feature enables you to discover and add other devices that are associated with a primary device. To perform deep discovery, you must assign a credential profile to the discovery task. You can choose to perform deep discovery while discovering the primary device or after the primary device is discovered.

NOTE: Deep discovery may result in an increase in the duration of the overall discovery process.

The following table lists the primary device and its associated devices that are discovered by deep discovery.

Table 25. Primary device and its associated devices discovered by deep discovery

Primary Device

Server running Windows

Associated devices discovered by deep discovery

● vCenter

● SCVMM

● SAN-HQ

Chassis

Storage PS Series group

Storage MD Series Enclosure

Networking - management switch

Web-scale converged appliances iDRAC*

Networking switches

● Storage PS Series members

● Storage PS Series FluidFS

JBODs

Member switches

● Controller VM

156 Other useful information

Table 25. Primary device and its associated devices discovered by deep discovery (continued)

Primary Device Associated devices discovered by deep discovery

● Node (iDRAC / ESX)

* On deep discovery of chassis, discovery of the iDRAC (modular servers) is supported only for iDRAC7 or later.

NOTE: On deep discovery of a chassis, networking devices associated with the chassis are also discovered. However, you can collect system information only from networking devices that are supported by SupportAssist Enterprise. For the list of supported networking devices, see the SupportAssist Enterprise Version 1.2 Support Matrix at https://www.Dell.com/

ServiceabilityTools .

Adding an iDRAC on page 42

Adding a chassis on page 43

Adding a Networking device on page 45

Adding a PowerVault MD Series storage array

on page 46

Adding an EqualLogic PS Series storage solution

on page 47

Adding a Compellent SC Series storage solution

on page 48

Adding a Fluid File System NAS device

on page 49

Adding a software

on page 50

Adding a solution

on page 51

Performing deep discovery

on page 105

Association view

on page 157

Device correlation

You can add (discover) a server in SupportAssist Enterprise by using both the host operating system IP address and iDRAC IP address of the device. In such a scenario, the Devices page displays two separate listings for the same device. SupportAssist

Enterprise receives alerts from the device through both the operating system and the iDRAC. However, for operational purposes, SupportAssist Enterprise correlates the operating system IP address and iDRAC IP address of the device and considers the device as a single device. The following are the expected behaviors when a device is correlated:

● Alerts originating from the operating system and the iDRAC are correlated and a support case is created for the Service Tag of the device.

● When system information is collected, the Devices page display the same status for both the listings.

● For a manually-initiated collection of system information — System information is gathered through the selected device listing in the Devices page. For example, if the operating system listing is selected, system information is gathered through the operating system. However, if SupportAssist Enterprise is unable to connect to the device by using the operating system

IP address, system information is gathered through the iDRAC.

● For periodic collections and on case creation — System information is typically gathered through the operating system.

However, if SupportAssist Enterprise is unable to connect to the device by using the operating system IP address, system information is gathered through the iDRAC.

Association view

The Devices page supports two types of views for displaying the list of devices:

● Default view — Displays all available devices as a list

● Association view — Displays all available devices as groups based on their association. This view enables you to view a primary device and its associated devices as a group

The following table lists how the devices are grouped in the association view.

Other useful information 157

Table 26. Device grouping in association view

Primary Device

Server

Chassis

Storage PS Series group

Storage MD Series Enclosure

Networking - management switch

Web-scale converged appliances

Associated devices

● iDRAC

● vCenter

● SCVMM

● SAN-HQ

● iDRAC*

● Networking switches

● Storage PS Series members

● Storage PS Series FluidFS

JBODs

Member switches

● Controller VM

● iDRAC

* Only iDRAC7 or later is displayed under the Chassis node.

NOTE: Starting the collection of system information is not supported for the following devices that may be displayed in the

Association view:

● JBODs

● Storage PS Series members

● Stacked switches

● Devices that are listed in SupportAssist Enterprise with an IP address as 0.0.0.0

Related concepts

SupportAssist Enterprise registration

on page 156

Detection of hardware issues in attached storage devices

In addition to monitoring PowerEdge servers, SupportAssist Enterprise can also process alerts received from Dell EMC Storage

MD Series arrays that may be attached to a server. Alert generation from an attached storage device occurs through the

Dell OpenManage Storage Services (OMSS) application installed on the server. When you allow SupportAssist Enterprise to automatically install OMSA on the server, by default, OMSS is also installed. If you manually download and install OMSA on the server, ensure that you also install OMSS. Otherwise, SupportAssist Enterprise will not be able to detect hardware issues that may occur on the attached storage device. When a hardware issue is detected on an attached storage device, SupportAssist

Enterprise automatically creates a support case for the associated server.

Support for Dell OEM servers

Dell OEM-ready devices (either re-branded or de-branded Dell hardware), when added, are classified under the re-branded name and not the original Dell hardware name. All of the functionality available for Dell standard devices, such as alerts handling, automatic case creation (when the support level has been validated at the time of the support incident as ProSupport Plus,

ProSupport Flex for Data Center, or ProSupport One for Data Center) and ProSupport Plus reports are available for OEM-ready devices. On ProSupport Plus reports, OEM-ready devices are listed with the re-branded name.

Automatic case creation is supported through Dell Enterprise Technical Support and not available for other support case service request management systems.

As with any system that is modified for custom solutions, Dell recommends that you verify all SupportAssist Enterprise features to ensure proper operation with those modifications.

158 Other useful information

Installing Net-SNMP on a server running Linux

Prerequisites

Ensure that you are logged in to the device with a user account that has root privileges.

About this task

SupportAssist Enterprise receives alerts that are forwarded from remote devices through an SNMP agent. Net-SNMP consists of a suite of SNMP tools, including an SNMP agent. On devices running Linux operating systems, Net-SNMP must be installed to allow SupportAssist Enterprise to receive alerts.

Steps

1. Open the terminal window on the device running the Linux operating system.

2. Type the following commands based on the operating system:

● Red Hat Enterprise Linux, CentOS, and VMware ESX: yum install net-snmp

● Oracle Linux: rpm -ivh net-snmp-x.x-xx.x.x.xxx.x86_64.rpm

, where x.x-xx.x.x.xxx.x represents the version number included in the rpm file name.

● SUSE Linux Enterprise Server: a.

zypper addrepo http://download.opensuse.org/repositories/net-snmp:factory/SLE_12/ net-snmp:factory.repo

zypper refresh c.

zypper install net-snmp

Configuring sudo access for SupportAssist Enterprise on a server running Linux

In Linux operating systems, users with sudo access may be granted administrative privileges to run certain commands. If you have added a remote device in SupportAssist Enterprise using the credentials of a sudo user, you must perform the following steps to allow SupportAssist Enterprise to monitor and collect system information from the device.

Prerequisites

Ensure that you are logged in to the remote device as a user with root privileges.

Steps

1. Open the terminal window.

2. Set the home directory path for the user — Type useradd user_name -d /home and press Enter.

3. Open the /etc/sudoers file.

4. Insert an exclamation mark [ !

] on the requiretty line. For example, !requiretty

5. Add one of the following based on your preference:

● %root ALL=(ALL) NOPASSWD: ALL — To grant permission to all users in the root group.

● user_name ALL=(ALL) NOPASSWD: ALL — To grant permission to only a specific user.

6. Save the /etc/sudoers file.

Ensuring successful communication between the

SupportAssist Enterprise application and the

SupportAssist server

The server where SupportAssist Enterprise is installed must be able to communicate with the SupportAssist server hosted by

Dell to:

Other useful information 159

● Automatically create a support case if there is a problem with a device in your environment.

● Upload the collected system information to Dell.

To ensure that the SupportAssist Enterprise application is able to successfully communicate with the SupportAssist server:

● The server where the SupportAssist Enterprise application is installed must be able to connect to the following destinations:

○ https://apidp.dell.com

and https://api.dell.com

— end point for the SupportAssist server. On the server where

SupportAssist Enterprise is installed, verify if you can access the following locations using the web browser: https:// apidp.dell.com

and https://api.dell.com

○ https://is.us.dell.com/FUS/api/2.0/uploadfile — the file upload server where the collected system information is uploaded.

○ https://is.us.dell.com/FUSCHUNK/api/1.0/file/uploadChunk — the file upload server where the collection files greater than 10 MB in size are uploaded.

○ https://downloads.dell.com/ — for downloading Dell OpenManage Server Administrator (OMSA) and also for getting new SupportAssist Enterprise release information, policy files, and product support files. On the server where

SupportAssist Enterprise is installed, verify if you can access the following location using the web browser: https:// downloads.dell.com/

○ On the server where SupportAssist Enterprise is installed, verify if port 443 is open for is.us.dell.com

, downloads.dell.com

, apidp.dell.com

, and api.dell.com

. You can use a telnet client to test the connection. For example, use the following command: o downloads.dell.com 443

● On the server where SupportAssist Enterprise is installed, verify if the network settings are correct.

● If the server where SupportAssist Enterprise is installed connects the Internet through a proxy server, configure the proxy settings in SupportAssist Enterprise. See

Configuring proxy server settings .

If the communication problem persists, contact your network administrator for further assistance.

Accessing the SupportAssist Enterprise application logs

About this task

SupportAssist Enterprise saves system events and log messages in the following locations:

● On Windows:

○ Windows Event Log

○ The installation logs folder ( <Drive where SupportAssist Enterprise is installed>:\Program

Files\Dell\SupportAssist\logs )

● On Linux:

○ var logs

○ The installation logs folder ( /opt/dell/supportassist/logs )

A new log file is created daily at 11:59 p.m. based on the time zone configured on the system, and the log is stored in the logs folder. The log file contains log information for the current day. At the end of each day, the log file is renamed as application.log

<date format in yyyymmdd> . If the log file is older than two days, the log file is zipped automatically. This enables you to identify the exact log file stored for a given date when alerts occur. For example, log files similar to the following can be seen:

● application.log

● application.log.

20171101

● application.log.

20171102 .zip

● application.log.

20171103 .zip

The log files are purged from storage after 30 days.

The log file contains log messages that correspond to the following values (or higher) in the log4j.xml

file: FATAL,

ERROR, WARN, INFO, and DEBUG, with special values of OFF and ALL. The log4j.xml

file is available at <Drive where

SupportAssist Enterprise is installed>:\Program Files\Dell\SupportAssist\config (on Windows) and /opt/dell/supportassist/config (on Linux). A value of ERROR in the log4j.xml

file results in log messages of

FATAL, and ERROR, since FATAL is a higher level than ERROR.

160 Other useful information

Event storm handling

SupportAssist Enterprise intelligently handles event storm conditions, allowing up to nine separate alerts from a device within a

60-minute timespan. However, if 10 or more separate alerts are received from a device, SupportAssist Enterprise automatically places the device in maintenance mode. Maintenance mode prevents any further processing of alerts from the device, enabling you to make infrastructure changes without creating unnecessary support cases. After 30 minutes in maintenance mode,

SupportAssist Enterprise automatically removes the device from maintenance mode and resumes normal alert processing for the device. For more information about maintenance mode, see

Understanding maintenance mode

Accessing the context-sensitive help

About this task

Context-sensitive help provides information about features and tasks that are applicable to the current view on the user interface. Once you invoke the context-sensitive help, you can navigate or search through the entire SupportAssist Enterprise help system.

To access context-sensitive help, click the new browser window.

icon that appears in the user interface. Context-sensitive help is displayed in a

Viewing SupportAssist Enterprise product information

Steps

Cick About in the SupportAssist Enterprise header area or on the log in page.

The About page is displayed, where you can view the following:

● SupportAssist Enterprise version

● Registration ID

● Policy file version

● Device configuration file version

● Update history

Uninstalling SupportAssist Enterprise

About this task

You can uninstall SupportAssist Enterprise based on your preference. During the uninstallation, you can choose to provide a reason for the uninstallation and also provide feedback to Dell. Your feedback will remain confidential and will allow Dell to make product improvements. The following sections provide information about uninstalling SupportAssist Enterprise on Windows and

Linux operating systems.

NOTE: During the uninstallation of SupportAssist Enterprise, all adapters and Remote Collectors that you have set up are also uninstalled, provided the systems hosting the adapters and Remote Collectors are reachable.

Uninstalling SupportAssist Enterprise - Windows

Prerequisites

Log in to the server where SupportAssist Enterprise is installed with administrator privileges.

Steps

1. Perform one of the following based on the operating system:

Other useful information 161

● On Windows Server 2012 or 2016, point to the bottom-left corner of the screen, and then click the Start icon. On the

Start screen, click the Control Panel tile. On the Control Panel , click Uninstall a program .

● On Windows Server 2008 or Windows Small Business Sever 2011, click Start > Control Panel > Programs and

Features .

The Uninstall or change a program window is displayed.

2. Select Dell SupportAssist Enterprise and click Change .

The Welcome to Dell SupportAssist Enterprise Installer window is displayed.

3. Click Next .

The Dell SupportAssist Enterprise Maintenance window is displayed.

4. Select Remove , and click Next .

NOTE: If you have set up an adapter or a Remote Collector, you are prompted to delete the adapter or Remote

Collector before you uninstall SupportAssist Enterprise.

The Feedback window is displayed.

5. Select an appropriate reason from the Select an option drop-down list, provide your comments, and click Remove .

The Remove the Program window is displayed.

6. Click Remove .

NOTE: In Windows Server 2016, the User Account Control dialog box may be displayed more than once while the uninstallation is in progress.

The Uninstallation Completed window is displayed.

7. Click Finish .

SupportAssist Enterprise is now uninstalled.

Uninstalling SupportAssist Enterprise - Linux

Prerequisites

Ensure that you are logged in to the server where SupportAssist Enterprise is installed with root privileges.

Steps

1. Open the terminal window.

2. Browse to the /opt/dell/supportassist/bin folder.

3. Type ./uninstall and press Enter.

4. To continue the uninstallation, type c .

NOTE: If you have set up an adapter or a Remote Collector, you are prompted to delete the adapter or Remote

Collector before you uninstall SupportAssist Enterprise.

5. When prompted for your feedback, perform one of the following:

● To skip the feedback and start the uninstallation, type n .

● To provide feedback, type y .

6. If you selected to provide feedback, press a number that matches your reason for uninstalling SupportAssist Enterprise.

Results

The Dell SupportAssist Enterprise uninstallation is complete message is displayed.

Uninstalling SupportAssist Enterprise in silent mode - Linux

Prerequisites

Ensure that you are logged in to the server where SupportAssist Enterprise is installed with root privileges.

Steps

1. Open the terminal window on the system where SupportAssist Enterprise is installed.

162 Other useful information

2. Browse to the /opt/dell/supportassist/bin folder.

3. Type ./uninstall silent and press Enter.

Identifying the generation of a Dell PowerEdge server

You can quickly identify the generation of a PowerEdge server by observing the representation of the server model. The following table provides information about the various generations of PowerEdge servers and their model representation.

Table 27. PowerEdge server examples

PowerEdge server generation

Representation of the server model

9th PowerEdge x 9 xx

Examples of server models

PowerEdge 2900

Power Edge 6950

10th PowerEdge yx 0 x

PowerEdge M600

PowerEdge R300

Power Edge T105

11th PowerEdge yx 1 x PowerEdge M610

PowerEdge R310

PowerEdge T110

12th PowerEdge yx 2 x

PowerEdge M620

PowerEdge R620

PowerEdge T620

13th PowerEdge yx 3 x PowerEdge M630

PowerEdge R630

PowerEdge R730

14th PowerEdge yx 4 x

PowerEdge R740

NOTE: In the representation of the server models, x denotes numbers (0 to 9) and y denotes alphabets such as M, R, and

T. The alphabets denote the type of server as follows: M = Modular; R = Rack; T = Tower.

Other useful information 163

Troubleshooting

The following sections provide the information required to troubleshoot issues that may occur while installing and using

SupportAssist Enterprise.

Topics:

•

Installing SupportAssist Enterprise

•

•

Opening the SupportAssist Enterprise user interface

•

Logging in to SupportAssist Enterprise

•

Unable to add device

•

Unable to add adapter

•

Unable to add Remote Collector

•

Disconnected

•

Importing multiple devices

•

OMSA not installed

•

SNMP not configured

•

New version of OMSA available

•

Unable to configure SNMP

•

Unable to verify SNMP configuration

•

Unable to install OMSA

•

Unable to verify OMSA version

•

OMSA not supported

•

Unable to reach device

•

Unable to gather system information

•

Insufficient storage space to gather system information

•

Unable to export collection

•

Unable to send system information

•

Authentication failed

•

Clearing System Event Log failed

•

Maintenance mode

•

Auto update

•

Unable to edit device credentials

•

Automatic case creation

•

Scheduled tasks

•

SupportAssist Enterprise services

•

Tool tips

•

•

Security

Installing SupportAssist Enterprise

If you experience any issues while installing SupportAssist Enterprise:

● Ensure that the server is running a 64-bit operating system.

● Ensure that the server where you are installing SupportAssist Enterprise does not have any other SupportAssist application installed already.

● On Windows operating systems, ensure that you right-click the installer package and select Run as administrator to start the installation.

● On Linux operating systems, ensure that the permission of the installer file is updated.

● Ensure that you agree to allow Dell to save your Personally Identifiable Information (PII) on the License Agreement page of the installation wizard.

164 Troubleshooting

● Ensure that the server where you are installing SupportAssist Enterprise has internet connectivity. If the server connects to the internet through a proxy server, enter the proxy server details in the installation wizard.

SupportAssist Enterprise registration

If you experience any issues with the registration of SupportAssist Enterprise:

● Verify if the server where SupportAssist Enterprise is installed can connect to the internet.

● If the server where SupportAssist Enterprise is installed connects to the internet through a proxy server, enter the proxy server details in the SupportAssist Enterprise Settings > Proxy Settings page.

● Verify if the network settings of the server where SupportAssist Enterprise is installed are correct.

● Ensure that the registration details, such as first name, last name, email address, and phone number you have provided are valid.

● Ensure that you use an English keyboard layout to type data in the Phone Number , Alternate Phone Number , and Email

Address fields.

● Verify if port 443 is open on the firewall to access https://apidp.dell.com

and https://api.dell.com

● Perform the Network Connectivity Test and ensure that connectivity to the SupportAssist server is successful. For instructions to perform the connectivity test, see

. If the test is successful, close the web browser, open the SupportAssist Enterprise user interface again, and retry the registration.

● Retry the registration after some time.

Opening the SupportAssist Enterprise user interface

About this task

If a Problem starting the SupportAssist Service error is displayed when you open the SupportAssist Enterprise user interface:

● Ensure that you are logged in to the server with a user account that has the required privileges to start system services.

● Try to restart the Dell SupportAssist Service . For instructions to restart the SupportAssist Service, see

SupportAssist service .

● Check the log file, application.log

, available at <Drive where SupportAssist Enterprise is installed>:\Program Files\Dell\SupportAssist\logs (on Windows) or /opt/dell/supportassist/ logs (on Linux) to identify the component that failed to load.

Logging in to SupportAssist Enterprise

About this task

If you experience any issues while logging in to SupportAssist Enterprise:

● Verify if the user account you are using to log in is a member of the SupportAssistAdmins or SupportAssistUsers user groups:

○ Open a command prompt as an administrator and type the following commands: net localgroup

SupportAssistAdmins and net localgroup SupportAssistUsers . If the user account is not listed in the

SupportAssistAdmins or SupportAssistUsers group, add the user account to one of the SupportAssist Enterprise user groups.

○ If you want to add users to the SupportAssist Enterprise users groups, open a command prompt as an administrator, and type the following commands:

￭ net localgroup SupportAssistAdmins <User1> /add — To add User1 to the SupportAssistAdmins user group.

￭ net localgroup SupportAssistUsers <User2> /add — To add User2 to the SupportAssistUsers user group.

● If you manually deleted the SupportAssistAdmins or SupportAssistUsers user groups, create the SupportAssist

Enterprise user groups, and then add users to the groups:

○ To create the SupportAssist Enterprise user groups, open a command prompt as an administrator, and type the following commands:

Troubleshooting 165

￭ net localgroup SupportAssistAdmins /add — To create the SupportAssistAdmins user group.

￭ net localgroup SupportAssistUsers /add — To create the SupportAssistUsers user group.

○ To add users to the SupportAssist Enterprise users groups, open a command prompt as an administrator, and type the following commands:

￭ net localgroup SupportAssistAdmins <User1> /add — To add User1 to the SupportAssistAdmins user group.

￭ net localgroup SupportAssistUsers <User2> /add — To add User2 to the SupportAssistUsers user group.

● Verify if the Dell SupportAssist Service is running. For instructions to verify the status of the SupportAssist Service, see

SupportAssist service

Unable to add device

If a device displays an Unable to add device status:

● If the device is an iDRAC, ensure that the iDRAC has an Enterprise or Express license installed. For information on purchasing and installing an Enterprise or Express license, see “Managing Licenses" section in the iDRAC User’s Guide at www.dell.com/idracmanuals .

● If the device is a Storage SC Series array, ensure that SupportAssist is enabled in Enterprise Manager. For information on enabling SupportAssist in Enterprise Manager, see the Dell EMC Enterprise Manager Administrator's Guide at https:// www.Dell.com/storagemanuals .

● If the device was inventoried through an adapter, ensure that the credentials of the device are correct. To resolve credential errors, you can edit the device credentials, update the credential account, or assign another Credential Profile.

If an error message is displayed stating that SupportAssist Enterprise is unable to add the device:

● Ensure that the device model is supported. For a complete list of supported device models, see the Dell SupportAssist

Enterprise Version 2.0.60 Support Matrix at https://www.dell.com/serviceabilitytools .

● Ensure that the prerequisites for adding the device are met. For information on the prerequisites for adding a device, see

Configuring sudo access for SupportAssist Enterprise on a server running Linux on page 159.

on page 37.

● Verify if the device is reachable from the server where SupportAssist Enterprise is installed.

● Verify if the device credentials (user name and password) you provided are correct.

● If the error message states that the device could not be added within the predefined time limit, retry adding the device.

● If the device encryption level is greater than 128 bits, perform one of the following:

○ Reduce the encryption level to 128 bits.

○ On the server running SupportAssist Enterprise, the Java Cryptography Extension (JCE) Unlimited Strength Jurisdiction

Policy Files must be installed in the Java Development Kit (JDK) or Java Runtime Environment (JRE). For more information on the JCE Unlimited file, visit https://www.Oracle.com

Servers

● If you are adding a server by providing the operating system details (agent-based monitoring) and the device is running a

Windows operating system:

○ Verify if the credentials you provided have administrator rights on the device.

○ Verify if the Windows Management Instrumentation (WMI) service is running on the device.

○ If the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at https:// www.msdn.microsoft.com

● If you are adding a server by providing the operating system details (agent-based monitoring) and the device is running a

Linux operating system:

○ Verify if the credentials you provided have root, super user, or sudo user rights on the device. If you provide the user name and password of a sudo user, ensure that the sudo user is configured for SupportAssist Enterprise. See

○ Verify if the Secure Shell (SSH) service is running on the device.

○ Verify if SSH password authentication is enabled (enabled by default).

166 Troubleshooting

● If you are adding a server by providing the iDRAC details (agentless monitoring), ensure that the iDRAC has an Enterprise or Express license installed. For information on purchasing and installing an Enterprise or Express license, see the “Managing

Licenses" section in the iDRAC User’s Guide at www.dell.com/idracmanuals .

● If the error message states that SupportAssist Enterprise is unable to add the device because the SSL encryption level of the device is set to 256 bit or higher:

1. Download the https://www.azulsystems.com/products/zulu/cryptographic-extension-kit available at the Azul Systems website.

2. Extract the downloaded file.

3. Copy the local_policy.jar

and US_export_policy.jar

files and paste them at the following location on the system where SupportAssist Enterprise is installed:

○ On Windows: <Drive where SupportAssist Enterprise is installed>:\Program

Files\Dell\SupportAssist\jre\lib\security

○ On Linux: /opt/dell/supportassist/jre/lib/security

4. Restart the SupportAssist service and retry the operation.

Storage

If the device is a Storage PS Series array:

● Ensure that Secure Shell (SSH) and SNMP service are running on the device.

● Ensure that you provide the management group IP address of the device in the add device wizard.

If the device is a Storage SC Series storage array:

● Ensure that the REST service is running on the device.

● Ensure that SupportAssist is enabled in Enterprise Manager. For information on enabling SupportAssist in Enterprise

Manager, see the Enterprise Manager Administrator's Guide at https://www.Dell.com/storagemanuals .

If the device is a FluidFS NAS device, ensure that SSH service is running on the device.

Networking

● Ensure that Secure Shell (SSH) and SNMP service are running on the device.

● If the enable password is configured on the device, ensure that you provide the enable password in the add device wizard.

Chassis

Ensure that Secure Shell (SSH) service is running on the device.

Software

● For troubleshooting HITKIT collection:

○ Ensure that Secure Shell (SSH) service is running on the system.

○ Ensure that you have root credentials for the SSH connection. SupportAssist Enterprise uses the SSH protocol to connect to the system.

● For troubleshooting SAN HQ device:

○ Check the server installation details of Dell SAN Headquarters device from the registry entry: HKLM\SOFTWARES\

\PerformanceMonitor .

○ Ensure that the value of the install type attribute is "Full" and logdir attribute has a value.

○ Ensure that the WMI and EQLPerfX services are running on the device.

Solution

●

Ensure that you are logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

on page 143.

● Ensure that the device is reachable from the server where SupportAssist Enterprise is installed.

● Ensure that port 443 is open on the device.

● Ensure that firmware version 4.x or later is installed on the device for the collection of system information.

Troubleshooting 167

● Verify if the assigned Account Credentials (user name and password) you provided are correct.

Virtual machine

●

Ensure that you are logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

on page 143.

● Ensure that the system hosting the virtual machine is reachable from the server where SupportAssist Enterprise is installed.

● Ensure that the required ports and protocols are enabled on the network. See

Ensure that you have followed the instructions in Importing multiple devices

on page 20.

Unable to add adapter

If the Adapters page displays an Unable to add adapter status:

● Verify if the server where you want to add the adapter is reachable from the server where SupportAssist Enterprise is installed.

● Ensure that the system where you want to set up the adapter has more than 500 MB of free disk space required for installation of the adapter.

● Verify if port 135 is open on the system where you want to set up the adapter.

● For setting up an OpenManage Essentials (OME) adapter, the system where you want to set up the adapter must be running

OpenManage Essentials version 2.3 or later.

● For setting up the Microsoft System Center Operations Manager (SCOM) adapter, Dell Server Management Pack Suite

Version 7.x For Microsoft System Center Operations Manager and System Center Essentials must be installed on the system.

● Ensure that Microsoft .NET Framework 4 is installed on the system where you want to set up the adapter.

● Ensure that the adapter is not already installed on the server where you are trying to set up the adapter.

Unable to add Remote Collector

If the Remote Collectors page displays Unable to add Remote Collector status:

● Verify if the server where you want to add the Remote Collector is reachable from the server where SupportAssist

Enterprise is installed.

● Ensure that the system where you want to set up the Remote Collector has more than 500 MB of free disk space required for installation of the Remote Collector.

● Verify if port 135 is open on the system where you want to set up the Remote Collector.

● Ensure that SupportAssist Enterprise is not previously installed on the server where you want to add the Remote Collector.

● Ensure that the Remote Collector is not already installed on the server where you are trying to set up the Remote Collector.

Disconnected

A Disconnected status may be displayed on header area if the server running SupportAssist Enterprise is unable to connect to an adapter or Remote Collector that you have set up. When this issue occurs, a Disconnected status is also displayed on the Adapters or Remote Collectors page depending on the connectivity status of SupportAssist Enterprise with an adapter or Remote Collector. If the Disconnected status is displayed:

● Ensure that server where you have set up the adapter or Remote Collector is reachable from the server where SupportAssist

Enterprise is installed.

● For Remote Collectors, ensure that the Dell EMC SupportAssist Enterprise service is running on the server where you have set up the Remote Collector.

● For adapters, ensure that the Dell EMC SupportAssist Enterprise OME Adapter or Dell EMC SupportAssist

Enterprise SCOM Adapter service is running on the server where you have set up the adapter.

● Ensure that port 5700 is open on the server where SupportAssist Enterprise is installed.

168 Troubleshooting

● For OpenManage Essentials adapter, if you have added the adapter by using your service account, try deleting the

REST_Error.xml

file available at <System drive>:\ProgramData , and then manually synchronize the adapter.

Importing multiple devices

If you have problems importing multiple devices by using a .csv file:

● Ensure that the .csv file is valid. If necessary, download the .csv template and use it for importing devices.

● Ensure that the .csv file is not corrupted.

● Ensure that you have not edited the header in the .csv file.

● If some devices are not imported, download the list of failed devices as a .csv file. Then, open the file to see the reason why the devices were not imported.

●

● If devices are added to the Staging group:

1. Ensure that all prerequisites for adding the device are met. For information on the prerequisites for adding a device, see the "Prerequisites" section in the instructions for adding each device type. See

Adding a single device

2. Revalidate each device. See

option. See Installing or upgrading OMSA by using

OMSA not installed

If a device displays an OMSA not installed status:

● Install OMSA on the device by using the Install / Upgrade OMSA

● If the installation of OMSA cannot be completed successfully even after repeated attempts, log in to the device and manually download and install the recommended version of OMSA on the device. For information on the recommended version of

OMSA, see the SupportAssist Enterprise Version 1.2 Support Matrix at https://www.Dell.com/ServiceabilityTools .

SNMP not configured

If a device displays an SNMP not configured status:

● Configure the SNMP settings on the device by using the Configure SNMP option. See

Configuring SNMP settings by using

Manually configuring the alert destination of a server

● If the SNMP configuration cannot be completed successfully even after repeated attempts, log in to the device and manually configure SNMP settings. For instructions to manually configure the SNMP settings:

○ For a server or hypervisor that you have added in SupportAssist Enterprise by using the operating system IP address:

○

For a server that you added in SupportAssist Enterprise by using the iDRAC IP address: Manually configuring the alert destination of an iDRAC by using the web interface .

New version of OMSA available

If a device displays a New version of OMSA available status:

● Install OMSA on the device by using the Install / Upgrade OMSA

option. See Installing or upgrading OMSA by using

option. See Configuring SNMP settings by using

OMSA, see the SupportAssist Enterprise Version 1.2 Support Matrix at https://www.Dell.com/ServiceabilityTools .

Troubleshooting 169

Unable to configure SNMP

If a device displays an Unable to configure SNMP status:

● Ensure that the network settings are correct.

● Ensure that the SNMP port (162) is open.

● Ensure that the firewall settings are correct.

● Configure the SNMP settings of the device by using the Configure SNMP

Manually configuring the alert destination of a server .

If the SNMP configuration is still unsuccessful, you can manually configure the SNMP. For instructions to manually configure the

SNMP settings:

● For a server or hypervisor that you have added in SupportAssist Enterprise by using the operating system IP address:

● For a server that you added in SupportAssist Enterprise by using the iDRAC IP address:

Manually configuring the alert destination of an iDRAC by using the web interface

Unable to verify SNMP configuration

If the device displays an Unable to verify SNMP configuration status:

● Ensure that the DNS is configured correctly.

● Ensure that the SNMP port (162) is open.

● Ensure that the firewall settings are correct.

● Configure the SNMP settings of the device by using the Configure SNMP

option. See Configuring SNMP settings by using

Configuring sudo access for SupportAssist Enterprise on a server running Linux on page 159.

● If the server is running a Linux operating system, restart the snmpdtrapd service.

Unable to install OMSA

If a device displays an Unable to install OMSA status:

● Verify if the device is reachable from the server where SupportAssist Enterprise is installed.

● Verify if the device credentials (user name and password) you provided are correct.

● If the device is running a Windows operating system:

○ Verify if the credentials you provided have administrator rights on the device.

○ Restart the Windows Management Instrumentation (WMI) service on both the server where SupportAssist Enterprise is installed and the remote device.

○ Delete any files available in the <System drive>:\Windows\temp folder on the server where SupportAssist

Enterprise is installed.

● If the device is running a Linux operating system:

○ Verify if the Secure Shell (SSH) service is running on the device.

○ Verify if SSH password authentication is enabled (enabled by default).

○ Ensure that the device has all the required OMSA dependencies installed. For more information about OMSA dependencies, see the “Remote Enablement Requirements” section in the Dell OpenManage Server Administrator

Installation Guide at https://www.DellTechCenter.com/OMSA .

● Retry the installation of OMSA. See

Installing or upgrading OMSA by using SupportAssist Enterprise

OMSA, see the SupportAssist Enterprise Version 2.0.50 Support Matrix at https://www.dell.com/serviceabilitytools .

170 Troubleshooting

NOTE: Upgrade from a 32-bit version of OMSA to a 64-bit version of OMSA is not supported. In this scenario, you must uninstall the existing version of OMSA, and install OMSA by using SupportAssist Enterprise. For instructions to install OMSA by using SupportAssist Enterprise, see

Installing or upgrading OMSA by using SupportAssist Enterprise

Unable to verify OMSA version

If an error message is displayed stating that SupportAssist Enterprise is unable to verify the OMSA version installed on the device:

● Click the error status link in the Status column on the Devices page to view the possible resolution steps.

● Perform the connectivity test and ensure that connectivity to the Dell FTP server is successful. See

Installing or upgrading OMSA by using SupportAssist Enterprise

on page 111.

● Ensure that the OMSA services are running on the device.

● Retry the installation of OMSA. See

on page 105.

OMSA, see the SupportAssist Enterprise Version 2.0.50 Support Matrix at https://www.dell.com/serviceabilitytools .

OMSA not supported

If a device displays the OMSA not supported status:

● Log in to the device and uninstall the existing version of OMSA.

● Install OMSA on the device by using the Install / Upgrade OMSA

option. See Installing or upgrading OMSA by using

Delete the device from SupportAssist Enterprise. See Deleting a device

Unable to reach device

If a device displays an Unable to reach device status:

● Click the error status link in the Status column on the Devices page to view the possible resolution steps.

● Verify if the device is turned on and connected to the network.

● Verify if the required network ports are open on the device.

● If you added the device in SupportAssist Enterprise by providing the device IP address, verify if the IP address of the device has changed. The IP address may change each time the device is restarted, if the device is configured to obtain a dynamic IP address.

● If the IP address of the device has changed:

○

on page 114.

○ Add the device again. See

Adding devices on page 37.

NOTE: To avoid deleting and adding a device each time the IP address of the device changes, Dell recommends that you provide the host name of the device (instead of the IP address) while adding the device.

Unable to gather system information

If a device displays an Unable to gather system information status:

● Click the error status link in the Status column to view the possible resolution steps.

● Verify if the device is reachable from the server where SupportAssist Enterprise is installed.

● Verify if the device credentials (user name and password) you provided are correct.

● If the password of the device is lengthy (10 or more characters), try assigning a shorter password (about 5 to 7 characters), that does not include spaces and quotes, and then update the password in SupportAssist Enterprise.

Troubleshooting 171

Servers

● If you are adding a device by providing the operating system details (agent-based monitoring) and the device is running a

Windows operating system:

○ Verify if the credentials you provided have administrator rights on the device.

○ Verify if the Windows Management Instrumentation (WMI) service is running on the device.

○ If the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at msdn.microsoft.com

● If you are adding a device by providing the operating system details (agent-based monitoring) and the device is running a

Linux operating system:

Configure sudo access for SupportAssist Enterprise

○ Verify if the Secure Shell (SSH) service is running on the device.

○ Verify if SSH password authentication is enabled (enabled by default).

○ Ensure that OpenSSL is updated. For more information, see the resolution for OpenSSL CCS injection vulnerability

(CVE-2014-0224) available in the support website of the operating system.

● If you are adding a device by providing the iDRAC details (agentless monitoring), ensure that the iDRAC has an Enterprise or Express license installed. For information on purchasing and installing an Enterprise or Express license, see the “Managing

Licenses" section in the iDRAC User’s Guide at www.dell.com/idracmanuals .

● If the error message states that SupportAssist Enterprise is unable to gather system information from the device because the SSL encryption level of the device is set to 256 bit or higher:

1. Download the https://www.azulsystems.com/products/zulu/cryptographic-extension-kit available at the Azul Systems website.

2. Extract the downloaded file.

3. Copy the local_policy.jar

and US_export_policy.jar

files and paste them at the following location on the system where SupportAssist Enterprise is installed:

○ On Windows: <Drive where SupportAssist Enterprise is installed>:\Program

Files\Dell\SupportAssist\jre\lib\security

○ On Linux: /opt/dell/supportassist/jre/lib/security

4. Restart the SupportAssist service and retry the operation.

After resolving the underlying issue, manually initiate the collection and upload of system information. See

Start the collection of system information from a single device

Hypervisors

For devices running VMware ESX and ESXi:

● Ensure that SFCBD and CIMOM are enabled on your device.

○ To enable SFCBD, use the following command: /etc/init.d/sfcbd-watchdog start .

○ To enable WBEM, use the following command: esxcli system wbem set --enable true .

Depending on your scenario, you may have to run the following commands.

● To check the status of the agent: /etc/init.d/sfcbd-watchdog status .

● To reset WBEM, perform the following:

1. Disable WBEM on your device: esxcli system wbem set --enable false .

2. Enable WBEM on your device: esxcli system wbem set --enable true .

● To disable SFCBD, use the following command: /etc/init.d/sfcbd-watchdog stop .

Storage

If the device is a Storage PS Series array:

● Ensure that Secure Shell (SSH) and SNMP service are running on the device.

● Ensure that you provide the management group IP address of the device in the add device wizard.

If the device is a Storage SC Series array:

● Ensure that the REST service is running on the device.

172 Troubleshooting

● Ensure that SupportAssist is enabled in Enterprise Manager. For information on enabling SupportAssist in Enterprise

Manager, see the Enterprise Manager Administrator's Guide at https://www.dell.com/storagemanuals .

If the device is a FluidFS NAS device, ensure that SSH service is running on the device.

Networking

● Ensure that Secure Shell (SSH) and SNMP service are running on the device.

● If the enable password is configured on the device, ensure that you provide the enable password in SupportAssist Enterprise.

Chassis

Ensure that Secure Shell (SSH) service is running on the device.

Software

● For troubleshooting HITKIT collection:

○ Ensure that Secure Shell (SSH) service is running on the system.

○ Ensure that you have root credentials for the SSH connection. SupportAssist Enterprise uses the SSH protocol to connect to the system.

● For troubleshooting SAN HQ device:

○ Check the server installation details of Dell SAN Headquarters device from the registry entry: HKLM\SOFTWARES\

\PerformanceMonitor .

○ Ensure that the value of the install type attribute is "Full" and logdir attribute has a value.

○ Ensure that the WMI and EQLPerfX services are running on the device.

Solution

● Ensure that the device is reachable from the server where SupportAssist Enterprise is installed.

● Ensure that port 443 is open on the device.

● Ensure that firmware version 4.x or later is installed on the device for the collection of system information.

Virtual machine

●

Ensure that you are logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users

on page 143.

● Ensure that the system hosting the virtual machine is reachable from the server where SupportAssist Enterprise is installed.

● Ensure that the required ports and protocols are enabled on the network. See

Starting the collection of system information from a single device

on page 20.

Insufficient storage space to gather system information

If a device displays an Insufficient storage space to gather system information status, ensure that the server where

SupportAssist Enterprise is installed has sufficient free space on the C:\ drive.

Troubleshooting 173

Unable to export collection

If a device displays an Unable to export collection status:

● Click the error status link in the Status column to view the possible resolution steps.

● Manually initiate the collection and upload of system information. See

If the problem persists, contact Technical Support for assistance.

Unable to send system information

If a device displays an Unable to send system information status:

● Click the error status link in the Status column to view the possible resolution steps.

● Verify if the server where SupportAssist Enterprise is installed is able to connect to the internet.

● If the server where SupportAssist Enterprise is installed connects to the internet through a proxy server, ensure that the

proxy settings are configured in SupportAssist Enterprise. See Configuring proxy server settings

● Perform the network connectivity test and ensure that connectivity to the Dell upload server is successful. See

Starting the collection of system information from a single device

● If the device is associated to a Remote Collector, then verify if the system where Remote Collector is setup has internet connectivity.

● Ensure that the collection file does not contain any potential threats such as viruses or malware.

After resolving the underlying issue, manually initiate the collection and upload of system information. See

Authentication failed

If a device displays an Authentication failed status:

● Click the error status link in the Status column to view the possible resolution steps.

● Verify if the device credentials (user name and password) you provided are correct.

Server

● If you added the device by providing the operating system details (agent-based monitoring) and the device is running a

Windows operating system:

○ Verify if the credentials you provided have administrator rights on the device.

○ Verify if the WMI service is running on the device.

○ If the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at https:// www.msdn.microsoft.com

● If you added the device by providing the operating system details (agent-based monitoring) and the device is running a Linux operating system:

Configuring sudo access for SupportAssist Enterprise on a server running Linux on page 159.

○ Verify if the SSH service is running on the device.

○ Verify if SSH password authentication is enabled (enabled by default).

Storage

If the device is an Storage PS Series array:

● Ensure that Secure Shell (SSH) and SNMP service are running on the device.

174 Troubleshooting

● Ensure that you provide the management group IP address of the device in the add device wizard.

If the device is a Storage SC Series array:

● Ensure that the REST service is running on the device.

● Ensure that SupportAssist is enabled in Enterprise Manager. For information on enabling SupportAssist in Enterprise

Manager, see the Dell Enterprise Manager Administrator's Guide at https://www.Dell.com/storagemanuals .

If the device is a FluidFS NAS device, ensure that SSH service is running on the device.

Networking

● Ensure that Secure Shell (SSH) and SNMP service are running on the device.

● If the enable password is configured on the device, ensure that you provide the enable password in the add device wizard.

Chassis

Ensure that Secure Shell (SSH) service is running on the device.

Software

● For troubleshooting HITKIT collection:

○ Ensure that Secure Shell (SSH) service is running on the system.

○ Ensure that you have root credentials for the SSH connection. SupportAssist Enterprise uses the SSH protocol to connect to the system.

● For troubleshooting SAN HQ device:

○ Check the server installation details of Dell SAN Headquarters device from the registry entry: HKLM\SOFTWARES\

\PerformanceMonitor .

○ Ensure that the value of the install type attribute is "Full" and logdir attribute has a value.

○ Ensure that the WMI and EQLPerfX services are running on the device.

Solution

● Ensure that the device is reachable from the server where SupportAssist Enterprise is installed.

● Ensure that port 443 is open on the device.

● Ensure that firmware version 4.x or later is installed on the device for the collection of system information.

● Verify if the assigned Account Credentials (user name and password) you provided are correct.

Clearing System Event Log failed

If the device displays a Clearing System Event Log failed status, ensure that the following requirements are met and then retry clearing the System Event Log:

● The device is reachable from the server where SupportAssist Enterprise is installed.

● If the device is a member of a domain, the host name of the device is added in the DNS server.

● The credentials you have provided for the device in SupportAssist Enterprise are correct.

● The credentials you have provided for the device in SupportAssist Enterprise have administrative privileges.

● If you have added the device in SupportAssist Enterprise with the operating system IP address, ensure that the following requirements are met depending on the operating system running on the device:

○ For Windows, the WMI service is running on the device and the firewall allows WMI communication.

○ For Linux, the SSH service is running on the device and the firewall allows SSH communication.

● If you have added the device in SupportAssist Enterprise with the iDRAC IP address, the WS-MAN service is running on the device.

If the problem persists, try clearing the System Event Log by using one of the following methods:

●

Clearing the System Event Log by using iDRAC

●

Clearing the System Event Log by using OMSA

Troubleshooting 175

Clearing the System Event Log by using iDRAC

Prerequisites

Ensure that you are logged in to the iDRAC web console with administrative privileges.

About this task

You can perform the following steps to clear the System Event Log by using the iDRAC web console.

NOTE: If you want to clear the System Event Log using the command line interface (CLI), connect to the iDRAC over SSH protocol using any telnet client and run the following command: racadm clrsel

Steps

1. In the iDRAC web console, click Overview > Server > Logs Page .

2. Click Clear Log .

Clearing the System Event Log by using OMSA

Prerequisites

Ensure that you are logged in to OMSA with administrative privileges.

About this task

If OMSA is installed on the device, you can perform the following steps to clear the System Event Log.

NOTE: If you want to clear the System Event Log using the CLI, log in to the device and run the following command from a command prompt (Windows) or terminal (Linux): omconfig system esmlog action=clear

NOTE: If the device is running VMware ESX, log in to OMSA from another remote device using the Server Administrator

Managed System Login option, and then perform the following steps.

Steps

1. In OMSA, perform one of the following, depending on the type of server:

● If the device is a modular server, click Modular Enclosure > Server Module .

● If the device is not a modular server, click System > Main System Chassis .

2. Click the Logs tab.

3. Click Clear Log .

Maintenance mode

If a device displays the Maintenance Mode status:

● Ensure that the issue with the device is resolved.

● If more time is required to resolve the issue, you may place the device in manual maintenance mode. See

Enabling or disabling device-level maintenance mode .

● If required, you may place SupportAssist Enterprise in maintenance mode. See

Enabling or disabling global-level maintenance mode .

Auto update

If the auto update of SupportAssist Enterprise, product support files, or policy files is unsuccessful:

1. Perform the network connectivity test and ensure that connectivity to the Dell FTP server is successful. See

Configuring sudo access for SupportAssist Enterprise on a server running Linux on page 159.

2. Click the Update Available banner and try installing the update again.

176 Troubleshooting

Unable to edit device credentials

If an error message is displayed stating that SupportAssist Enterprise is Unable to edit the credentials of a device:

● Verify if the device is reachable from the server where SupportAssist Enterprise is installed.

● Verify if the device credentials (user name and password) you provided are correct.

Servers

● If you are editing the credentials of a device running a Windows operating system:

○ Verify if the credentials you provided have administrator rights on the device.

○ Verify if the Windows Management Instrumentation (WMI) service is running on the device.

○ If the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at https:// www.msdn.microsoft.com

● If you are editing the credentials of a device running a Linux operating system:

○ Verify if the Secure Shell (SSH) service is running on the device.

○ Verify if SSH password authentication is enabled (enabled by default).

● If the error message states that SupportAssist Enterprise is unable to edit the credentials of the device because the SSL encryption level of the device is set to 256 bit or higher:

1. Download the https://www.azulsystems.com/products/zulu/cryptographic-extension-kit available at the Azul Systems website.

2. Extract the downloaded file.

3. Copy the local_policy.jar

and US_export_policy.jar

files and paste them at the following location on the system where SupportAssist Enterprise is installed:

○ On Windows: <Drive where SupportAssist Enterprise is installed>:\Program

Files\Dell\SupportAssist\jre\lib\security

○ On Linux: /opt/dell/supportassist/jre/lib/security

4. Restart the SupportAssist service and retry the operation.

Storage

If the device is an Storage PS Series array:

● Ensure that Secure Shell (SSH) and SNMP service are running on the device.

● Ensure that you provide the management group IP address of the device in the add device wizard.

If the device is a Storage SC Series array:

● Ensure that the REST service is running on the device.

● Ensure that SupportAssist is enabled in Enterprise Manager. For information on enabling SupportAssist in Enterprise

Manager, see the Dell Enterprise Manager Administrator's Guide at https://www.Dell.com/storagemanuals .

If the device is a FluidFS NAS device, ensure that SSH service is running on the device.

Networking

● Ensure that Secure Shell (SSH) and SNMP service are running on the device.

● If the enable password is configured on the device, ensure that you provide the enable password in the add device wizard.

Chassis

Ensure that Secure Shell (SSH) service is running on the device.

Troubleshooting 177

Software

● For troubleshooting HITKIT collection:

○ Ensure that Secure Shell (SSH) service is running on the system.

○ Ensure that you have root credentials for the SSH connection. SupportAssist Enterprise uses the SSH protocol to connect to the system.

● For troubleshooting SAN HQ device:

○ Check the server installation details of Dell SAN Headquarters device from the registry entry: HKLM\SOFTWARES\

\PerformanceMonitor .

○ Ensure that the value of the install type attribute is "Full" and logdir attribute has a value.

○ Ensure that the WMI and EQLPerfX services are running on the device.

Solution

● Ensure that the device is reachable from the server where SupportAssist Enterprise is installed.

● Verify if the assigned Account Credentials (user name and password) you provided are correct.

Automatic case creation

If an issue occurs on a device, but a support case is not created automatically:

NOTE: SupportAssist Enterprise does not create a support case for every alert received from a monitored device. A support case is created only if the alert type and number of alerts received from a device match with the criteria defined by

Dell for support case creation.

● Ensure that the device is a server, storage, networking switch, or chassis.

● Ensure that monitoring is enabled for the device in SupportAssist Enterprise. See

Enabling or disabling monitoring of a device .

● Ensure that the device is configured to forward alerts to the server where SupportAssist Enterprise is installed.

● Perform the network connectivity test and ensure that the connectivity to the SupportAssist server is successful. See

status is displayed. See Testing the case creation capability

● Perform the case creation test and ensure that the Ready to Create Cases

● Check the application.log

file available at <Drive where SupportAssist Enterprise is installed>:

\Program Files\Dell\SupportAssist\logs (on Windows) or /opt/dell/supportassist/logs (on Linux) to identify if the alert was received successfully by SupportAssist Enterprise.

● If the device was inventoried through an OpenManage Essentials adapter, ensure that the device is configured to forward alerts to the server where OpenManage Essentials is installed.

Scheduled tasks

If the time or time zone of the system on which SupportAssist Enterprise is installed is changed, all built-in and user-defined schedule tasks do not work as expected. Examples of scheduled tasks include the following:

● Periodic collection of system information from monitored devices

● Upload of device inventory information to Dell

● Connectivity test email notifications

● Upload of application logs

● Upload of alerts table

● Upload of adapter and Remote Collector details

● Revalidation of the adapter

● Synchronization of the adapter

To resolve this issue, restart the Dell SupportAssist Service .

178 Troubleshooting

SupportAssist Enterprise services

SupportAssist Enterprise has two services that run in the background: Dell EMC SupportAssist Enterprise and Dell

EMC SupportAssist Enterprise DB . If the SupportAssist Enterprise application does not respond appropriately, ensure the following:

Steps

1. On the server where SupportAssist Enterprise is installed, verify if the SupportAssist Enterprise services are running. For

information on verifying the status of the SupportAssist Enterprise services, see Verifying the status of SupportAssist

Enterprise services (Windows)

or Verifying the status of SupportAssist Enterprise services (Linux) .

2. If the services cannot or do not start, open the most recent SupportAssist Enterprise application log file

( application.log

), and then search for text with a timestamp of when you tried to start the services. The log file may contain a message indicating any user interface startup errors and a possible problem diagnosis.

NOTE: You can access the SupportAssist Enterprise application log file ( application.log

) at the following location depending on the operating system:

● On Windows — <Drive where SupportAssist Enterprise is installed>:\Program

Files\Dell\SupportAssist\logs

● On Linux — /opt/dell/supportassist/logs

3. To verify if the SupportAssist Enterprise application can connect to the SupportAssist Enterprise server hosted by Dell, perform the connectivity test. See

Performing the connectivity test .

● If the server is responding, a success message is displayed in the user interface. If not, the server may be unreachable.

If this is the scenario, check the application.log

file to find details. If there are no discernible details in the log file, and the server is not reachable, contact Technical Support for assistance.

● If communication is successful, but no data updates occur, the SupportAssist Enterprise application may be identifying itself with an ID that is unknown to the server. If this is the scenario, check the application.log

file to find details. The log file may contain a message stating that the SupportAssist Enterprise application was not recognized.

If the SupportAssist Enterprise application is not recognized by the SupportAssist server, uninstall and reinstall the

SupportAssist Enterprise application.

Verifying the status of SupportAssist Enterprise services on

Windows

To verify the status of the SupportAssist Enterprise services on Windows operating systems:

Steps

1. On the server where SupportAssist Enterprise is installed, click Start > Run .

The Run dialog box is displayed.

2. Type services.msc

, and then click OK .

The Services Microsoft Management Console (MMC) is displayed.

3. Verify if the Dell EMC SupportAssist Enterprise and Dell EMC SupportAssist Enterprise DB services display the status as Running .

4. If the services are not running, right-click each service and select Start .

NOTE: If you stop one or both of the SupportAssist Enterprise services, ensure that you restart both the services.

NOTE: To verify if the adapter service is running, check for the status of the Dell EMC SupportAssist Enterprise

OME Adapter or Dell EMC SupportAssist Enterprise SCOM Adapter service on the server where you have set up the adapter.

NOTE: To verify if the Remote Collector service is running, check for the status of the Dell EMC SupportAssist

Enterprise and Dell EMC SupportAssist Enterprise DB service on the server where the you have set up the Remote

Collector.

Troubleshooting 179

Verifying the status of SupportAssist Enterprise services on Linux

To verify the status of the SupportAssist Enterprise services on Linux operating systems:

Steps

1. Open the terminal window on the system where SupportAssist Enterprise is installed.

2. Type service Dell EMC SupportAssist Enterprise status and press Enter.

The status of the Dell EMC SupportAssist Enterprise service is displayed.

3. Type service Dell EMC SupportAssist Enterprise DB status and press Enter.

The status of the Dell EMC SupportAssist Enterprise DB service is displayed.

4. If the services are not running, type service <service name> start and press Enter.

NOTE: If you stop one or both of the SupportAssist Enterprise services, ensure that you restart both the services.

Verifying the status of SupportAssist Enterprise services on

Ubuntu and Debian

To verify the status of the SupportAssist Enterprise services on Ubuntu and Debian operating systems:

Steps

1. Open the terminal window on the system where SupportAssist Enterprise is installed.

2. Type systemctl status supportassist.service

and press Enter.

The status of the Dell EMC SupportAssist Enterprise service is displayed.

3. Type systemctl status supportassistdatabase.service

and press Enter.

The status of the Dell EMC SupportAssist Enterprise DB service is displayed.

NOTE: If your system is running the Systemd service, the Dell EMC SupportAssist Enterprise service and the Dell EMC

SupportAssist Enterprise DB service may not display the correct status.

4. If the services are not running, type systemctl start <service name>.service

and press Enter.

5. To stop the services, type systemctl stop <service name>.service

and press Enter.

6. To restart the services, type systemctl restart <service name>.service

and press Enter.

NOTE: If you stop one or both of the SupportAssist Enterprise services, ensure that you restart both the services.

Tool tips

If tool tips are not displayed in Mozilla Firefox:

Steps

1. Open Mozilla Firefox, and type about:config in the address bar.

2. If a warning is displayed, click Accept .

3. Verify if the browser.chrome.toolbar_tips

value is set to True .

4. If the browser.chrome.toolbar_tips

value is False , double-click the value to set it to True .

Other services

To add a device and perform other operations on the device, SupportAssist Enterprise requires the following services to be installed and running on the device:

● WMI service (on devices running a Windows operating system)

● SSH service (on devices running a Linux operating system)

180 Troubleshooting

If the services are either not installed or not running, an error message is displayed in SupportAssist Enterprise. The following sections provide information about verifying the status of the service and restarting the service (if required).

WMI service

To verify the status of the WMI service and to start the service (if required):

1. Click Start > Run . The Run dialog box is displayed.

2. Type services.msc

, and then click OK . The Services Microsoft Management Console (MMC) is displayed.

3. In the list of services, verify the status of the Windows Management Instrumentation service. If the service is running, the status is displayed as Running .

4. If the service does not display a Running status, right-click Windows Management Instrumentation and click Start .

SSH service

You can use the following commands to verify the status of the SSH service and to start the service (if required):

● service sshd status — Displays the status of the SSH service.

● service sshd start — Starts the SSH service.

Security

If the Edit Credentials or Start Collection links remain disabled even after selecting a device in the Devices page, ensure

that you are logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

Troubleshooting 181

SupportAssist Enterprise user interface

The SupportAssist Enterprise user interface contains the following tabs:

● Cases — Displays the support cases that are present for the devices that you have added in SupportAssist Enterprise.

● Devices — Displays the devices that you have added in SupportAssist Enterprise and their status. You can point to the

Devices tab and click the available options to access following pages:

○ Manage Device Groups — Enables you to create and manage devices groups.

○ Manage Rules for Device Discovery — Enables you to create device discovery rules.

○ Manage Credentials — Enables you to provide the credentials for the device types.

￭ Account Credentials — Enables you to connect to your remote devices and collect system information.

￭ Credential Profiles — Enables you to apply a set of credentials to a device or group of devices, instead of entering the credentials for each device manually.

● Collections — Displays the list of collections that have been performed successfully.

● Extensions — Enable you to set up adapters and Remote Collectors.

● Settings — Enables you to configure the options available in SupportAssist Enterprise. You can point to the Settings tab and click the available options to access following pages:

○ Proxy Settings — Enables you to configure the proxy server settings in SupportAssist Enterprise.

○ Preferences — Enables you to configure your preferences for tasks, collections, email notification, reports, and maintenance mode.

○ Contact Information — Enables you to update the details of your primary and secondary contacts.

○ SMTP Settings — Enables you to configure the details of the SMTP server utilized by your company.

● Disconnected — Displayed when SupportAssist Enterprise is unable to connect to an adapter or Remote Collector.

At the top-right of the SupportAssist Enterprise header area, you can access links that allow you to navigate to resources or perform certain tasks. The following table describes the use of the available links.

Table 28. Links in the SupportAssist Enterprise header area

Link

SupportAssist

Enterprise

Community

Description

Opens the SupportAssist Enterprise community website in a new browser window.

About

User name

Provides information about the SupportAssist Enterprise version, registration ID, policy file version, device configuration version, and the update history.

The user name of the currently logged in user. Point to the user name link to view a drop-down list that contains the following links:

● Network Connectivity Test — Opens the Network Connectivity Test page.

● SupportAssist Enterprise Test — Opens the SupportAssist Enterprise Test page.

● Logout — Allows you to log out of SupportAssist Enterprise.

NOTE: The Network Connectivity Test and SupportAssist Enterprise Test links are enabled only if you are logged in to SupportAssist Enterprise with administrative or elevated privileges.

Help icon Opens the context-sensitive help.

In some scenarios, a yellow banner may be displayed at the top of the SupportAssist Enterprise user interface. The following table describes the banners that may be displayed.

182 SupportAssist Enterprise user interface

Table 29. Banners in the SupportAssist Enterprise header area

Banner

Not registered

Description

This banner is displayed if you have not completed the registration of SupportAssist Enterprise. The not registered banner displays the following options:

● Register now — To register SupportAssist Enterprise.

● Remind me later — To close the 'not registered' banner. The 'not registered' banner is not displayed until you log in to SupportAssist Enterprise again.

● Why register — To learn about the importance of registering SupportAssist Enterprise.

Update available The five types of banners displayed are:

● SupportAssist Enterprise

● Product Support

● Policy Update

● OpenManage Essentials Adapter update

● System Center Operations Manager Adapter update

This banner is displayed in the following scenarios:

● If an update is available, but you have disabled the automatic update of the SupportAssist

Enterprise application, policy files, and product support files.

● If an error occurred during the update of SupportAssist Enterprise.

The update available banner displays the following options:

● Update now — To allow SupportAssist Enterprise to download and install the update.

● Skip this version — To skip the update. The update available banner is not displayed again until the next version of the update is available.

● Remind me later — To close the 'update available' banner. The 'update available' banner is not displayed until you log in to SupportAssist Enterprise again.

NOTE: The update available banner is displayed only if you are logged in to SupportAssist

Enterprise with administrative or elevated privileges.

Dispatch preferences This banner is displayed after you upgrade from SupportAssist Enterprise 1.1 to 1.2.

Maintenance Mode This banner is displayed when you place SupportAssist Enterprise in maintenance mode. For more information on maintenance mode, see

Understanding maintenance mode .

Related references

SupportAssist Enterprise Registration Wizard

on page 184

Login page

on page 186

Cases page on page 186

Devices page

on page 188

Settings on page 216

Collections page

on page 208

Network Connectivity Test

on page 221

SupportAssist Enterprise test

on page 222

Topics:

•

SupportAssist Enterprise Registration Wizard

•

Login page

•

Cases page

•

Devices page

•

•

•

•

device is in maintenance. For more information, see Understanding maintenance mode .

•

Extensions

•

Settings

•

Network Connectivity Test

•

SupportAssist Enterprise test

SupportAssist Enterprise user interface 183

SupportAssist Enterprise Registration Wizard

The SupportAssist Enterprise Registration Wizard guides you through the setup and registration of SupportAssist

Enterprise. The fields displayed in the pages of the SupportAssist Enterprise Registration Wizard are described in the following sections.

Related references

Welcome

on page 184

Proxy Settings on page 184

Registration on page 184

Summary

on page 186

on page 32

Welcome

The Welcome page enables you to start the registration of SupportAssist Enterprise. Click Next to start the registration of

SupportAssist Enterprise.

Proxy Settings

The Proxy Settings page allows you to configure the proxy server settings.

NOTE: The Proxy Settings page is displayed only if you confirm that the system connects to the Internet through a proxy server.

The following table provides information about the fields displayed in the Proxy Settings page.

Table 30. Proxy Settings

Field

Use proxy settings

Proxy Server Address or Name

Proxy Port Number

Proxy requires authentication

Username

Password

Description

Select this option to enable configuring the proxy server settings.

The proxy server address or name.

The proxy server port number.

Select this option if the proxy server requires authentication.

The user name required to connect to the proxy server.

The password required to connect to the proxy server.

Registration

The Registration page enables you to provide your contact information and register SupportAssist Enterprise.

The fields displayed in the Registration page are described in the following table.

Table 31. Registration

Field

Company Information

Company Name

Description

The name of the company.

184 SupportAssist Enterprise user interface

Table 31. Registration (continued)

Field

Country/Territory

Primary Contact Information

First Name

Last Name

Phone Number

Alternate Phone Number

Email Address

Dispatch Details

Parts Dispatch details

Parts Dispatch Only

Parts Dispatch with Onsite Service

Copy Contact Information

First Name

Last Name

Phone Number

Email Address

Preferred Contact Hours

Country / Territory

Address

City / Town

State / Province / Region

Zip / Postal code

Time Zone

Dispatch Notes

CNPJ

Description

The location of the company.

The first name of the primary contact.

The last name of the primary contact.

The phone number of the primary contact.

The alternate phone number of the primary contact.

The email address of the primary contact. SupportAssist

Enterprise email notifications are sent to this email address.

Select to enter part dispatch details and preferences.

Select this option if you want only the replacement hardware component to be dispatched to your address.

Select this option if you want an on-site technician to replace the dispatched hardware component.

Select this option if you want to copy the contact details from the Contact Information section.

The first name of the primary or secondary contact.

The last name of the primary or secondary contact.

The phone number of the primary or secondary contact.

The email address of the primary or secondary contact.

The preferred hours when Technical Support can contact your primary or secondary contact in case of any issues with the monitored devices.

Select the country.

The address where a replacement component must be dispatched.

The time zone of the primary or secondary contact.

Type and specific dispatch related information.

For Brazil only: The CNPJ and IE number of your company.

SupportAssist Enterprise user interface 185

Summary

The Summary page allows you to complete the setup. Click Finish to open the SupportAssist Enterprise Devices page.

Login page

The following table describes the fields displayed in the SupportAssist Enterprise login page.

Table 32. Login page

Field

Username

Password

Login

Description

User name required to log in to SupportAssist Enterprise.

Password required to log in to SupportAssist Enterprise.

Click to log in to SupportAssist Enterprise.

on page 35

Cases page

The Cases page displays the support cases that are present for your devices that you have added in SupportAssist Enterprise.

For devices with a ProSupport, ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contract, the Cases page displays the case status irrespective of the case creation method. By default, the displayed support cases are grouped under their respective device name or device IP address. The last refreshed date and time that is displayed in the group header indicates when the case information was last retrieved from Dell.

The following options available at the top of the cases page are:

● Search by — To search by a specific category of displayed data. The available options are:

○ Service Tag

○ Name / IP Address

○ Number

○ Title

○ Status

● Search term — To enter the search keyword.

● Case Options — Enables you to manage support cases that were opened by SupportAssist Enterprise based on your requirement. The following are the available options:

○ Suspend Activity 24 hours — To request Technical Support to suspend activities related to a support case for 24 hours. After 24 hours, Technical Support automatically resumes activities related to the support case.

○ Resume Activity — To request Technical Support to resume activities related to a support case.

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

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

NOTE: Only support cases that were opened by SupportAssist Enterprise can be managed by using the Case Options list.

● Refresh — To refresh the case list view.

● Fetching Cases — A progress indicator that is displayed when SupportAssist Enterprise is verifying if cases are present for your devices.

● TechDirect — Opens the Dell EMC TechDirect home page in a new web browser window.

The following table describes the support case information for your Dell devices that are monitored by SupportAssist Enterprise, as displayed in the Cases page.

186 SupportAssist Enterprise user interface

Table 33. Cases page

Column name

Check box

Description

Use to select a support case for performing case management actions.

NOTE: The check box is displayed only for cases that were automatically created by

SupportAssist Enterprise.

Name/IP Address

Number

Status

Title

Device Type

Date Opened

Source

Service Contract

The name, host name, or IP address depending on the information you have provided for the device.

The device name is displayed as a link that you can click to open the Devices page.

The numeric identifier assigned to the support case.

The current state of the support case. The status of a support case may be:

● Submitted — SupportAssist Enterprise has submitted the support case.

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

● In Progress — Technical Support is working on the support case.

● Customer Deferred — Technical Support has deferred the support case at the customer’s request.

● Reopened — The support case was previously closed, and has been reopened.

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

● Closure Requested — You have requested Technical Support to close the support case.

● Closed — The support case is closed.

● Not Applicable — An issue was detected by SupportAssist Enterprise, 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 Enterprise is unable to determine the status of the support case.

The support case name, which identifies:

● Support case generation method

● Device model

● Device operating system

● Alert ID, if available

● Alert description, if available

● Warranty status

● Resolution description

Indicates the type of device.

The date and time when the support case was opened.

The method by which the support case was created. The Source column may display:

● SupportAssist — The support case was created automatically by SupportAssist Enterprise.

● Phone — The support case was created by contacting Technical Support over phone.

● Email — The support case was created by contacting Technical Support through email.

● Chat — The support case was created by contacting Technical Support over chat.

● Help Desk — The support case was created through the help desk.

● TechDirect — The support case was created through Dell TechDirect.

● Others — The support case was created by contacting Technical Support through any other method.

The Dell service contract level under which the device is covered. The Service Contract column may display:

● Unknown — SupportAssist Enterprise cannot determine the service contract.

● Invalid Service Tag — The Service Tag of the device is invalid.

● No Service Contract — This device is not covered under a Dell service contract.

● Expired Service Contract — The service contract of the device has expired.

● Basic Support — The device is covered under a Dell Basic Hardware service contract.

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

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

SupportAssist Enterprise user interface 187

Table 33. Cases page (continued)

Column name Description

● ProSupport Flex for Data Center — The device is covered under a ProSupport Flex for Data

Center service contract.

● ProSupport One for Data Center Or ProSupport Flex for Data Center — The device is covered under a ProSupport One for Data Center Or ProSupport Flex for Data Center service contract.

Service Tag A unique, alphanumeric identifier that allows Dell to individually recognize each Dell device.

NOTE: When you check for support cases of a specific device, the support cases of that device are displayed at the top of the Cases page with a blue border for the appropriate rows. See

Checking for support cases

You can choose to refine the displayed devices based on the device type, case status, service contract type, case source, or other criteria. The following are the available options for refining the displayed data:

● Device Type

○ Server

○ Storage

○ Networking

○ Chassis

○ Software

○ Solution

● Case Status

○ Open

○ Submitted

○ In Progress

○ Suspended

○ Requested for Closure

● Service Contract

○ Basic

○ ProSupport

○ ProSupport Plus

○ ProSupport Flex for Data Center

○ ProSupport One for Data Center Or ProSupport Flex for Data Center

● Source Type

○ Email

○ Phone

○ Chat

○ SupportAssist

○ Help Desk

○ TechDirect

○ Others

Related tasks

Case management options

on page 65

Sorting the displayed data

on page 70

Devices page

The Devices page displays the devices that you have added and status of the SupportAssist Enterprise functionality for each device. In the default view, the Devices page displays all the devices that you have added.

At the top of the Devices page, the navigation trail is displayed.

The following options available at the top of the device list enables you to perform certain tasks:

● Search by — To search by a specific category of displayed data. The available options are:

○ Service Tag

188 SupportAssist Enterprise user interface

○ Model

○ Name / IP Address

○ Operating System

● Search term — To enter the search keyword.

● Add Device — To add a single device or to import multiple devices.

● Start Collection — To initiate a single device or multiple device collections.

● Edit — To update the name and account credentials of the device.

● Delete — To delete a device from SupportAssist Enterprise.

● Collection Purpose — To select a reason for performing a multiple device collection.

● Assign Credential Profile — To assign credentials for devices.

● Refresh — To refresh the device inventory view.

● View by — Enables you to view the devices in a (list) view or (association) view.

The following table describes the automatically generated inventory information for your supported Dell devices, as displayed in the Devices page.

Table 34. Devices page

Column name Description

Check box You can use the checkbox to:

● Select a device for viewing the devices overview pane.

● Select one or more devices for performing certain tasks on the device.

NOTE: The check box is disabled while the following SupportAssist Enterprise initiated tasks are in progress:

● SNMP configuration

● Installation or upgrade of OMSA

● Clear System Event Log

● Collection of system information immediately after an automatic support case creation and also during a manually initiated collection

Name/IP Address Displays the following information:

● Device name — Displays the name, host name, or IP address depending on the information you have provided for the device.

● Collection status — When a collection occurs, a progress bar and a corresponding message are displayed to indicate the status of the collection. The possible collection status messages are as follows:

○ For a collection that you manually initiate:

NOTE: When a manually initiated collection is in progress, a icon is displayed next to the progress bar. Click the icon to cancel the collection, if necessary.

NOTE: You can cancel a collection only when SupportAssist Enterprise is collecting system information from the device. You cannot cancel a collection while the collected system information is being sent to Dell.

￭ Starting collection

￭ Collection in progress

￭ Sending collection

￭ Canceling collection

○ For an automated collection that is initiated because a support case was created for a detected hardware issue:

￭ Starting collection for support case

￭ Collection for support case in progress

SupportAssist Enterprise user interface 189

Table 34. Devices page (continued)

Column name Description

￭ Sending collection for support case

NOTE: If a hardware issue is detected on a device with a Dell Basic Service contract, the automated collection is initiated. However, a support case is not created for that device.

○ For an automated periodic collection based on the default or configured collection schedule:

￭ Starting periodic collection

￭ Periodic collection in progress

￭ Sending periodic collection

NOTE: In some instances, when a collection is in progress (manual) on a device another collection (periodic) may be initiated. In such scenarios, the collection status is displayed in the following order of priority:

○ Manual collection

○ Support case collection

○ Periodic collection

● Maintenance mode — If the device is placed in maintenance mode, the maintenance mode icon

Model

Status

is displayed.

Model of the device. For example, PowerEdge M820.

Displays the status of the SupportAssist Enterprise functionality on the device, and the date and time the status was generated. The status can be categorized as follows:

Informational status

● OK — The device is configured correctly for SupportAssist Enterprise functionality.

● Installing OMSA — Installation or upgrade of Dell OpenManage Server Administrator

(OMSA) is in progress.

● Configuring SNMP — Configuring the SNMP settings of the device is in progress.

●

Clearing System Event Log — Clearing of the System Event Log is in progress.

System Event Log cleared — System Event Log has been cleared successfully.

● Revalidating device — SupportAssist Enterprise is validating the prerequisites and the credentials of the device.

Warning status

● OMSA not installed — OMSA is not installed on the device.

● SNMP not configured; OMSA not latest — SNMP settings of the device is not configured and the OMSA version installed on the device is prior to the recommended version of

OMSA for SupportAssist Enterprise.

● SNMP not configured — SNMP settings of the device is not configured.

● New version of OMSA available — A newer version of OMSA is available for installation on the device.

● OMSA installed, reboot the added device — Installation of OMSA is complete on the device. Restart the device for the changes to take effect.

Error status

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Table 34. Devices page (continued)

Column name Description

●

● Unable to add device — SupportAssist Enterprise has placed the device in the Staging group because the device did not meet certain prerequisites. For more information on the

Staging

group, see Predefined device groups

● Unable to configure SNMP — SupportAssist Enterprise is unable to configure the

SNMP trap destination of the device.

● Unable to verify SNMP configuration — SupportAssist Enterprise is unable to verify the SNMP configuration of the iDRAC.

Unable to install OMSA — Installation of OMSA could not be completed.

OMSA not supported — Installation of OMSA is not supported.

● Unable to reach device — SupportAssist Enterprise is unable to communicate with the device.

● Authentication failed — SupportAssist Enterprise cannot log in to the device.

● Unable to gather system information — SupportAssist Enterprise is unable to collect system information from the device.

● Insufficient storage space to gather system information — The server where

SupportAssist Enterprise is installed does not have sufficient space to gather system information from the device.

● Unable to export collection — SupportAssist Enterprise is unable to process the collected system information.

● Unable to send system information — SupportAssist Enterprise is unable to send the collected system information to Dell.

● Clearing System Event Log failed — SupportAssist Enterprise is unable to clear the

System Event Log or Embedded System Management logs on the device.

● Maintenance Mode — SupportAssist Enterprise has placed the device in automatic maintenance mode because of an alert storm. No new support cases are created while the

NOTE: The error status may be displayed as a link that you can click to view a description of the issue and the possible resolution steps.

You can choose to refine the displayed devices based on the device type, device group, or other criteria. The following are the available options for refining the displayed data:

● Device Type

○ Server

○ Storage

○ Networking

○ Chassis

SupportAssist Enterprise user interface 191

○ Software

○ Solution

● Groups

○ Default — Displays all devices.

○ Staging — Displays devices in the staging group.

○ Inactive — Displays devices that are not reachable.

● Adapter

● Remote Collector

● Collection Host

○ SupportAssist Enterprise

● Devices Added

○ SupportAssist Enterprise

The Devices page also displays the following panes based on your actions:

● Device overview pane — When only a single device is selected. See

Device overview pane

● Device Import pane — When you import multiple devices by using a .csv file. See

Device Import pane .

● Multiple Device Collection pane — When a multiple device collections is in progress. See

Multiple Device Collection pane

Related tasks

Adding devices on page 37

Deleting a device

on page 114

Enabling or disabling device-level maintenance mode

on page 139

Installing or upgrading OMSA by using SupportAssist Enterprise

on page 105

Viewing support cases for a specific device

on page 64

Sorting the displayed data

on page 70

Add Single Device or Import Multiple Devices window

The Add Single Device or Import Multiple Devices window allows you to add devices.

You can choose from one of the following options to add devices:

● Single device (default) — To add a single device.

● Multiple devices — To import multiple devices by using a .csv file.

Add Single Device

The Add Single Device page enables you to select the device type and provide details of the device you want to add.

The following table provides information about the items displayed in Add Single Device page

Table 35. Add Single Device

Field

Device Type

Host Name / IP Address

Description

Displays a list of device types that you can add. The available device types are:

● Chassis

● Fluid File System (FluidFS)

● iDRAC

● Networking

● Peer Storage (PS) / EqualLogic

● PowerVault

● Server / Hypervisor

● Software

● Solution

● Storage Center (SC) / Compellent

IP address or host name of the device that you want to add.

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Table 35. Add Single Device (continued)

Field

Perform deep discovery

Name (Optional)

Account Credentials

Credential Profile

Enable monitoring

Configure SNMP settings

Install or upgrade OMSA

Description

NOTE: For adding an Storage PS Series storage array, enter the management IP address.

To discover devices and their associated device types.

An optional name you want to use for identifying the device. If provided, this name is used to identify the device in SupportAssist Enterprise.

Use to select or create an Account Credentials that contains the credentials of a device.

Use to select or create a Credential Profile that contains the Account Credentials for the device types within the discovery ranges.

To allow SupportAssist Enterprise to monitor the device for hardware issues.

NOTE: The Enable monitoring option is displayed only for the following Device Types : Server / Hypervisor , iDRAC , Chassis , and Networking .

To allow SupportAssist Enterprise to configure the SNMP settings of the device. Configuring the SNMP settings of the device is a prerequisite to monitor the device for hardware issues. By configuring the SNMP settings, alerts

(SNMP traps) from device are forwarded to the server where SupportAssist Enterprise is installed.

NOTE: The Configure SNMP settings option is displayed only for the following Device Types : Server , iDRAC , and Hypervisor .

To allow SupportAssist Enterprise to install or upgrade the recommended version of Dell OpenManage Server

Administrator (OMSA) on the device. Installing or upgrading

OMSA is required for generating alerts and collecting system information from the device.

NOTE: The Install, or upgrade OMSA option is displayed only for the following Device Types : Server and Hypervisor .

NOTE: If the registration of SupportAssist Enterprise is not complete, when you select the Enable monitoring option, a message is displayed requesting you to complete the registration.

Adding an iDRAC on page 42

Adding a chassis on page 43

Adding a Networking device on page 45

Adding a PowerVault MD Series storage array

on page 46

Adding an EqualLogic PS Series storage solution

on page 47

Adding a Compellent SC Series storage solution

on page 48

Adding a Fluid File System NAS device

on page 49

Adding a software

on page 50

Adding a solution

on page 51

SupportAssist Enterprise user interface 193

Assign Device Group

The Assign Device Group (Optional) page enables you to assign the device to a custom device group.

The following table describes the fields display in the Assign Device Group (Optional) page.

Table 36. Assign Device Group (Optional)

Field

Name

Current Group

Assign Other Group

Description

The name you have provided for the device.

The device group the device is assigned to.

The available device groups to which you can assign the device.

Summary page

The Summary page displays the status and details of the device addition.

Table 37. Summary page

Field

Name

IP Address / Host name

Service Tag

Device Type

Model

OS Type

Group

Description

The name that you have provided for the device.

The IP address or host name that you have provided for the device.

A unique, alphanumeric identifier that allows Dell to individually recognize each Dell device.

The type of the device.

The model of the device.

The operating system installed on the device.

The device group to which the device is assigned.

Import Multiple Devices

The Import Multiple Devices page enables you to add multiple devices by using a .csv file.

The following are the items that are displayed on the Import Multiple Devices page:

● Browse — To select a .csv file that contains details of the devices that you want to import.

● Download the .csv template — To download a .csv template that you can use to import multiple devices.

● Enable monitoring — To allow SupportAssist Enterprise to monitor the devices for hardware issues. Additional configuration or installation may be required to allow SupportAssist Enterprise to monitor hardware issue that may occur on the devices.

Related tasks

Importing multiple devices

on page 54

Importing Devices

The Importing Devices page displays the status and result of the device import.

The Importing Devices page displays the following:

● Progress bar that indicates the status of the device import

● Result of the device import

● Total number of devices that are processed

The result of the device import is displayed in both text and graphical format. The result of the device import is classified as follows:

194 SupportAssist Enterprise user interface

● Devices added to the inventory — Number of devices that were discovered successfully and added to the device inventory.

● Dependency devices are added to the staging group — Number of devices that were discovered, but did not meet certain prerequisites. To add a device in the staging group to the device inventory, revalidate the device after the prerequisites are met.

NOTE: SupportAssist Enterprise capabilities are not available for devices that are in the Staging group.

● Failed devices — Number of devices could not be discovered.

● Save failed devices list — To export details of the devices that were not discovered. The exported .csv file will contain the reason and resolution for the import issue.

NOTE: The Save failed devices list option is displayed only if devices could not be discovered.

You can also use the following options that are available on the Importing Devices page:

● Close — To close the Importing Devices page. You can view progress status in the Devices pane.

● Cancel — To cancel the device import process.

Device Import pane

The Device Import pane displays the status and result of the device import. This pane is displayed in the Devices page when you import multiple devices by using a .csv file.

The Device Import pane displays the following:

● Date and time when the device import was started

● Progress bar that indicates the status of the device import

● Result of the device import

● Total number of devices that are processed

The result of the device import is displayed in both text and graphical format. The result of the device import is classified as follows:

● Devices added to the inventory — Number of devices that were discovered successfully and added to the device inventory.

NOTE: SupportAssist Enterprise capabilities are not available for devices that are in the Staging group.

● Failed devices — Number of devices could not be discovered.

● Save failed devices list — To export details of the devices that were not discovered. The exported .csv file will contain the reason and resolution for the import issue.

NOTE: The Save failed devices list option is displayed only if devices could not be discovered.

While the device import is in progress, you can click Cancel to stop the device import process.

By default, the Device Import pane is displayed in an expanded format. You can collapse or expand the display of the Device

Import pane by using the following options:

● Hide Details — Collapses the Device Import pane. In the collapsed view, only the progress status of the device import is displayed.

● Show Details — Expands the Device Import pane.

After the devices are imported, you can click x to close the Device Import pane.

SupportAssist Enterprise user interface 195

Device overview pane

The device overview pane displays the details of a device and allows you to perform certain operations on that device. This pane is displayed when you select only a single device in the Devices page.

Table 38. Device overview pane

Field

Tasks

Status

Display Name

Hostname / IP address

Service Tag

Device Type

Model

Operating System

Monitoring

Revalidate

Software (for Chassis, networking, and other devices) iSM (for iDRAC)

OMSA (for servers)

Software Version

Collections

Description

● Clear System Event Log — To clear the System Event

Log (SEL) or Embedded System Management (ESM) log.

● Check for Cases — To check for support cases that are present for a device.

● Perform deep discovery — To discover a device and its associated device types.

● Maintenance Mode

○ Enable — To place the device in maintenance mode.

○ Disable — To place the device in normal mode.

● Dependencies

○ Install / Upgrade OMSA — To install or upgrade

OMSA on the device.

○ Configure SNMP — To configure the SNMP settings of the device.

Displays if the device is reachable from the local system

(server where SupportAssist Enterprise is installed).

Displays the name that you have provided for the device.

Displays the IP address or host name of the device.

Displays a unique, alphanumeric identifier that allows Dell to individually recognize the device.

Displays the type of the device. For example, Server.

Displays the model information of the device. For example,

PowerEdge M820.

Displays the operating system installed on the device.

● Enable — To enable monitoring hardware issues that may occur the device.

● Disable — To disable monitoring hardware issues that may occur the device.

To verify if a device present in the Staging group meets the prerequisites for enabling SupportAssist Enterprise capabilities.

Displays the firmware version installed on the device.

Displays the iSM version installed on the device.

Displays the OMSA version installed on the device.

Displays the version of the firmware installed on the device.

Displays a drop-down list that contains the collection history.

You can select a date and time from the list to view the system information that was collected.

NOTE: The Collections field displays No Collections in the following scenarios:

● No collections have been performed from the device

196 SupportAssist Enterprise user interface

Table 38. Device overview pane (continued)

Field

Next Scheduled Collection

Description

● The device is associated with a Remote Collector

Displays the date and time of the next scheduled collection.

Multiple Device Collection window

The Multiple Device Collection window prompts you to provide details about the multiple device collection that you want to start.

The following table describes the items displayed in the Multiple Device Collection window.

Table 39. Multiple Device Collection window

Field

Collection Name (Optional)

Dell EMC Support Request/case number (Optional)

Dell EMC Technician Email (Optional)

Project ID (Optional)

Upload collection

Description

The name that you want to assign to the collection.

The case identifier that you want to associate with the collection.

The email address or name of the Technical Support contact.

The project identification information.

● Select this option to upload the collection to Dell after the collection is completed.

● Clear this option to only save the collection on the local system (server where SupportAssist Enterprise is installed).

Multiple Device Collection pane

The Multiple Device Collection pane displays the status of the collection from multiple devices. This Multiple Device

Collection pane is displayed in the Devices page while the collection of system information from multiple devices is in progress.

The Multiple Device Collection pane displays the following:

● Progress bar that indicates the collection status

● Collections status message

● Number of completed collections and the total number of collections

● Name assigned to the collection

The Cancel button enables you to cancel the collection at any time.

NOTE: After the collection of system information is completed, the Multiple Device Collection pane closes automatically, and the collection details are displayed in the Collections page.

Device Groups page

The Device Groups page allows you to create and manage devices groups.

The Create Device Group option available at the top of the Device Groups page enables you to create a new device group.

At the top of the Device Groups page, the navigation trail is displayed.

The Select group actions list enables you to select an action that you want to perform on the group. The following are the available actions:

● Manage Devices — To add or remove devices from a device group.

● Manage Contacts — To provide the contact information and parts dispatch information for each device type included in a device group.

● Edit/Delete Group — To edit the group details or delete a device group.

SupportAssist Enterprise user interface 197

The following table describes the information displayed in the Device Groups page.

Table 40. Device Groups

Column name

Check box

Description

Use to select a device group for performing an action.

Name

Description

The name of the device group and the total number of devices in the device group.

The description that you have provided for the device group.

Related references

Manage Devices

on page 198

Manage Contacts

on page 198

Edit or Delete Device Group

on page 200

Manage Devices

The Manage Devices window allows you to add or remove devices from a device group.

On the Manage Devices window:

● The Default pane displays all devices that are not included in the Default group.

● The Grouped pane displays devices that are included in the current device group.

The following table provides information about the fields displayed in the Manage Devices window.

Table 41. Manage Devices

Field Description

Name Displays the name, host name, or IP address provided when adding the device.

Model

Service Tag

Save

Cancel

Model of the device. For example, PowerEdge M820.

A unique, alphanumeric identifier that allows Dell to individually recognize each Dell device.

Click to save the changes you have made.

Click to discard the changes you have made.

NOTE: You can use the filter icon displayed in the column titles to filter the displayed data.

Related references

on page 197

Manage Contacts

The Manage Contacts window allows you to provide the contact information and parts dispatch information for a device group.

The following table provides information about the fields displayed in the Manage Contacts window.

Table 42. Manage Contacts

Field

Use default

Description

Select to use the contact information already available in the Settings > Contact Information page.

198 SupportAssist Enterprise user interface

Parts Dispatch with

Onsite Service

Copy Contact

Information

First Name

Last Name

Phone Number

Email Address

Preferred Contact

Hours

Country / Territory

Address

City / Town

State / Province /

Region

Zip / Postal code

Time Zone

Dispatch Notes

CNPJ

Table 42. Manage Contacts (continued)

Field

Primary

Description

Select to provide the primary contact details.

Secondary

First Name

Last Name

Phone

Alternate Phone

Email Address

Preferred Contact

Method

Select to provide the secondary contact details.

The first name of the primary or secondary contact.

The last name of the primary or secondary contact.

The phone number of the primary or secondary contact.

The alternate phone number of the primary or secondary contact.

The email address of the primary or secondary contact.

Allows you to select the preferred contact method. The available options are:

● Phone

● Email

Preferred Contact

Hours

Time Zone

Part dispatch

Parts Dispatch Only

The preferred hours when Technical Support can contact your primary or secondary contact in case of any issues with the monitored devices.

Use to select the time zone of the primary or secondary contact.

Select this option if you want only the replacement hardware component to be dispatched to your address.

Select this option if you want an on-site technician to replace the dispatched hardware component.

Select this option if you want to copy the contact details from the Contact Information section.

The first name of the primary or secondary contact.

The last name of the primary or secondary contact.

The phone number of the primary or secondary contact.

The email address of the primary or secondary contact.

The preferred hours when Technical Support can contact your primary or secondary contact in case of any issues with the monitored devices.

Select the country.

The address where a replacement component must be dispatched.

The time zone of the primary or secondary contact.

Type and specific dispatch related information.

For Brazil only: The CNPJ and IE number of your company.

Related references

on page 197

SupportAssist Enterprise user interface 199

on page 92

Edit or Delete Device Group

The Edit/Delete Device Group window allows you to edit the device group details or delete a device group.

The following table provides information about the fields displayed on the Edit/Delete Device Group window.

Table 43. Edit/Delete Device Group

Field Description

Name The name of the device group.

Description

Update

Delete

Cancel

The description of the device group.

Click to save the edited device group information.

Click to delete the device group.

Click to discard the changes you have made.

Related references

Viewing the device discovery rule overview pane on page 60

on page 197

Deleting a device group

on page 93

Manage Device Discovery Rule

The Manage Device Discovery Rule page enables you to discover and add devices based on hostname expressions or IP address ranges. The following table provides information about the options in the Manage Device Discovery Rule section.

Table 44. Manage Device Discovery Rule

Field

Create Discovery Rule

Edit

Delete

Run now

Name

Status

Description

Click to create a discovery rule.

Click to edit the discovery rule.

Click to delete the discovery rule.

Click to discover devices immediately.

The name that you have provided for the discovery rule.

The status of a discovery rule.

Editing device discovery rule on page 60

Deleting device discovery rule

on page 61

Running the discovery rule on page 61

200 SupportAssist Enterprise user interface

Create or Edit Device Discovery Rule

The Create or Edit Device Discovery Rule window enables you to create a device discovery rule. The following table provides information about the options in the Create or Edit Device Discovery Rule section.

Table 45. Create or Edit Device Discovery Rule

Field

Discovery Rule Name

Credential Profile

IP Address / Range Address

Subnet mask (Optional)

Add another range

Run now

Run once

Recur

Device type

Perform deep discovery

Enable Monitoring (may require additional SNMP settings)

Configure SNMP to receive alerts from this device

Install latest version of OMSA (This will generate alerts and allow the collection of System State Information)

Description

Type a name for the discovery rule.

Use to select or create a Credential Profile that contains the

Account Credentials for the device types within the discovery ranges.

The IP address or IP range address of the devices that you want to discover.

A subnet mask that is associated with the IP address. By default, the subnet mask value is 255.255.255.0.

Click to open an additional IP address or IP address range fields.

Select to discover the devices immediately.

Select to discover the devices at a specific date and time.

Select to schedule the discovery of devices at periodic intervals.

The device types for which credentials are included in the

Credential Profile and PowerVault are selected.

The available device types are:

● Chassis

● Fluid File System (FluidFS)

● iDRAC

● Networking

● Peer Storage (PS) / EqualLogic

● PowerVault

● Server / Hypervisor

● Software

● Solution

● Storage Center (SC) / Compellent

To discover devices and their associated device types.

To allow SupportAssist Enterprise to monitor the device for hardware issues.

(SNMP traps) from device are forwarded to the server where

SupportAssist Enterprise is installed.

To allow SupportAssist Enterprise to install or upgrade the recommended version of Dell OpenManage Server

Administrator (OMSA) on the device. Installing or upgrading

OMSA is required for generating alerts and collecting system information from the device.

SupportAssist Enterprise user interface 201

Editing device discovery rule on page 60

Discovery Rule Details

You can view details of a discovery rule such the IP range, schedule, status of discovery, and the last run date and time in the

Discovery Rule Details pane. The following table provides information about the attributes displayed in the Discovery Rule

Details pane.

Table 46. Discovery Rule Details

Field

IP Range

Schedule

Status

Last Run

Description

The IP address or IP range address of the devices that are discovered.

The schedule of a discovery rule.

The status of a discovery rule.

The date and time of when the discovery rule was last run.

Discovery Rule Current Iteration Status

You can view details of a discovery rule such as the number of devices added, number of devices moved to staging group, and so on, in the Discovery Rule Current Iteration Status pane. The following table provides information about the attributes displayed in the Discovery Rule Current Iteration Status pane.

Table 47. Discovery Rule Current Iteration Status

Field

Status

Devices

Export CSV

Description

The status of the discovery rule. The following are the available statuses:

● Success — Number of devices added successfully.

● Staging — Number of devices moved to the staging group.

● Inactive — Number of inactive devices.

● Failed — Number of failed devices.

The device count.

Click to export the list of devices that were not discovered as a .csv file.

Recent Activity

You can view details of a discovery rule such as the IP Address, date, and the timestamp of devices for which discovery is in progress in the Recent Activity (Latest 10) pane. The following table provides information about the attributes displayed in the Recent Activity (Latest 10) pane.

202 SupportAssist Enterprise user interface

Table 48. Recent Activity (Latest 10)

Field

Name

Result

Time

Description

The IP address or IP address range for which discovery is in progress.

The result of a discovery rule.

The date and timestamp of a discovery rule that is in progress.

Current versus Previous Discovery Rule Status

You can view details of a discovery rule such as the number of devices that were added, number of devices moved to the staging group, number of inactive devices, and the number of devices that were deleted from the discovery rule in the Current v/s Previous Discovery Rule Status pane. The following table provides information about the attributes displayed in the

Current v/s Previous Discovery Rule Status pane.

Table 49. Current versus Previous Discovery Rule Status

Field

Added

Description

Number of added devices.

Staging

Inactive

Deleted

Devices

Number

Number of devices moved to the staging group.

Number of inactive devices.

Number of deleted devices.

The status of the devices.

The device count.

Manage Account Credentials

The Manage Account Credentials section enables you to configure SupportAssist Enterprise with administrator credentials for each supported device type and credential type. The following table provides information about the options displayed in the

Manage Account Credentials section.

Table 50. Manage Account Credentials

Field

Add Credentials

Edit

Delete

Name

Device Type

Description

Click to add Account Credentials.

Click to edit Account Credentials.

Click to delete Account Credentials.

The name that you have provided for the Account Credentials.

The device type to which the Account Credentials is applicable.

Related concepts

on page 94

SupportAssist Enterprise user interface 203

Related tasks

on page 94

Reassigning Account Credentials

on page 96

Editing Account Credentials

on page 96

Deleting Account Credentials

on page 97

Add Account Credentials

The Add Account Credentials window allows you to add Account Credentials. The following table provides information about the items displayed in the Add Account Credentials window.

Table 51. Add Account Credentials

Field

Name

Device Type

Username*

Password*

Community String

Description

Type a name for the Account Credentials.

The list of device types that you can add. The available device types are:

● Chassis

● Fluid File System (FluidFS)

● iDRAC

● Networking

● Peer Storage (PS) / EqualLogic

● Server / Hypervisor

● Software

● Solution

● Storage Center (SC) / Compellent

The user name required to connect to the device type.

The password required to connect to the device type.

The community string assigned to the device.

NOTE: The Community String option is displayed only for the Networking and Peer Storage (PS) /

EqualLogic device types.

Enable Password

Operating system type

Software Type

The enable password configured on the device.

NOTE: The Enable Password option is displayed only for the Networking device type.

The list of operating system types. The available operating system types are:

● Windows (displayed only if SupportAssist Enterprise is installed on a server running Windows)

● Linux

● ESX

● ESXi

NOTE: The Operating system type option is displayed only for the Server / Hypervisor device type.

The list of software types. The available software types are:

● SCVMM

● vCenter

● SAN HQ

● HIT Kit / VSM for VMware

NOTE: The Software Type option is displayed only for the Software device type.

204 SupportAssist Enterprise user interface

Table 51. Add Account Credentials (continued)

Field

Solution Type

Description

NOTE: If SupportAssist Enterprise is installed on a Linux operating system, adding SCVMM and SAN HQ is not supported.

The type of solution. The available type of solution is Web

Scale .

NOTE: The Solution Type option is displayed only for the

Solution device type.

* For Solution device type, you must enter the SSH and REST user name and password.

Related tasks

on page 94

Edit Account Credentials

The Edit Account Credentials window allows you to edit the Account Credentials. The following table provides information about the items displayed in the Edit Account Credentials window.

Table 52. Edit Account Credentials

Field

Name

Device Type

Username*

Password*

Community String

Description

Type a name for the Account Credentials.

The list of device types that you can add. The available device types are:

● Chassis

● Fluid File System (FluidFS)

● iDRAC

● Networking

● Peer Storage (PS) / EqualLogic

● Server / Hypervisor

● Software

● Solution

● Storage Center (SC) / Compellent

The user name required to connect to the device type.

The password required to connect to the device type.

The community string assigned to the device.

NOTE: The Community String option is displayed only for the Networking and Peer Storage (PS) /

EqualLogic device types.

Enable Password

Operating system type

The enable password configured on the device.

NOTE: The Enable Password option is displayed only for the Networking device type.

The list of operating system types. The available operating system types are:

● Windows

● Linux

● ESX

● ESXi

SupportAssist Enterprise user interface 205

Table 52. Edit Account Credentials (continued)

Field

Software Type

Solution Type

Description

NOTE: The Operating system type option is displayed only for the Server / Hypervisor device type.

The list of software types. The available software types are:

● SCVMM

● vCenter

● SAN HQ

● HIT Kit / VSM for VMware

NOTE: The Software Type option is displayed only for the Software device type.

NOTE: If SupportAssist Enterprise is installed on a Linux operating system, adding SCVMM and SAN HQ is not supported.

The type of solution. The available type of solution is Web

Scale .

NOTE: The Solution Type option is displayed only for the

Solution device type.

* For Solution device type, you must enter the SSH and REST user name and password.

Related tasks

Editing Account Credentials

on page 96

Manage Credential Profiles

The Manage Credential Profiles section enables you to apply a set of credentials to a device or group of devices. The following table provides information about the options displayed in the Manage Credential Profiles section.

Table 53. Manage Credential Profiles

Field

Create Profile

Edit

Delete

Name

Description

Click to add a Credential Profile.

Click to edit a Credential Profile.

Click to delete a Credential Profile.

The name that you have provided for the Credential Profile.

Related concepts

on page 98

Related tasks

on page 98

Assigning Credential Profile

on page 100

Editing Credential Profile

on page 100

Deleting Credential Profile

on page 101

Add Credential Profile

The Add Credential Profile window allows you to add Credential Profiles. The following table provides information about the items displayed in the Add Credential Profile window.

206 SupportAssist Enterprise user interface

Table 54. Add Credential Profile

Field

Name

Check box

Device Type

Account Credentials

Add Account Credentials

Related tasks

Setting up the Microsoft System Center Operations Manager adapter

on page 98

Edit Credential Profile

The Edit Credential Profile window allows you to edit Credential Profiles. The following table provides information about the items displayed in the Edit Credential Profile window.

Table 55. Edit Credential Profile

Field

Name

Check box

Device Type

Account Credentials

Description

The name of the Credential Profile.

Use to select a device type.

The list of device types that you can select. The available device types are:

● Chassis

● Fluid File System (FluidFS)

● iDRAC

● Networking

● Peer Storage (PS) / EqualLogic

● PowerVault

● Server / Hypervisor

● Software

● Solution

● Storage Center (SC) / Compellent

The Account Credentials that you have created for the specific device type.

Related tasks

Editing Credential Profile

on page 100

Description

Type a name for the Credential Profile.

Use to select a device type.

The list of device types that you can select. The available device types are:

● Chassis

● Fluid File System (FluidFS)

● iDRAC

● Networking

● Peer Storage (PS) / EqualLogic

● PowerVault

● Server / Hypervisor

● Software

● Solution

● Storage Center (SC) / Compellent

The Account Credentials that you have created for the specific device type.

Click to add new account credentials.

SupportAssist Enterprise user interface 207

Collections page

The Collections page displays the collections that have been performed successfully. From the Collections page, you can view the collected system information, download multi-device collections, and also upload collections to Dell.

At the top of the Collections page, the navigation trail is displayed.

The following options available at the top of the collections page are:

● Date Range — To search the collections by a specific date range.

● Search by — To search by a specific category of displayed data. The available options are:

○ Service Tag

○ Name / IP Address

● Search term — To enter the search keyword.

● Upload — To upload a collection to Dell.

The following table describes the information displayed in the Collections page.

Table 56. Collections page

Column name

Check box

Name

Collection Date

Collection Purpose

Case Number

Upload Status

Description

Use to select a collection for viewing the collection overview pane and to upload a collection.

The name of the device and collection type. For single device collections, the name of the device is followed by the type of collection. For example, manual, periodic, and so on.

The date when the collection was started.

The reason selected while performing a multiple device collection.

The numeric support case identifier.

The upload status of the collection.

You can choose to refine the displayed collections based on the collection type, device type, or adapter. The following are the available options for refining the displayed data:

● Collection Type

○ Manual Collection

○ Periodic Collection

○ Case Collection

○ Multi Collection

● Collection Purpose

○ Technical Support

○ Deployment

○ System Maintenance

○ Consulting

○ Others

● Device Type

○ Server

○ Storage

○ Networking

○ Chassis

○ Software

○ Solution

● Adapter

● Remote Collector

208 SupportAssist Enterprise user interface

Collection overview pane

The collection overview pane displays the details of a collection and enables you to view or download the collected system information. This pane is displayed when you select a collection that is listed in the Collections page.

The following table describes the information displayed in the collection overview pane.

Table 57. Collection overview pane

Field

Name

Upload status

Date

IP Address / Host name

Service Tag

Collection status

View Collection (for server collections only)

Download Collection (for collections from all other device types and multiple device collections)

Description

The name assigned of the collection.

The status of the collection upload.

The date and time when the collection was started.

The IP address of host name of the device.

A unique, alphanumeric identifier that allows Dell to individually recognize each Dell device.

The status of the collection from the device.

Click to open a collection from a server in the

Configuration Viewer .

Click to download the collection as a .zip file.

NOTE: The View Collection or Download Collection option is disabled if the collection was performed by a Remote

Collector.

Extensions

The extensions available in SupportAssist Enterprise enables you to extend the SupportAssist Enterprise capability to many devices. You can use the extensions to inventory and add devices that are managed by a systems management console such as

Dell OpenManage Essentials or Microsoft System Center Operations Manager.

Two types of extensions are available in SupportAssist Enterprise:

● Adapter — An application that acts as an interface between SupportAssist Enterprise and a systems management console.

● Remote Collector — A remote instance of SupportAssist Enterprise that collects and uploads system information from devices within a specific IP address range.

Related concepts

Adapters

on page 72

Remote Collectors on page 81

Adapters

The adapter is an application that acts as an interface between SupportAssist Enterprise and systems management consoles.

The following table provides information about the options displayed in the Adapters tab.

Table 58. Adapters

Field

Set Up Adapter

Edit

Delete

Check box

Description

Click to set up an adapter.

Click to edit the details of an adapter.

Click to delete an adapter.

Use to select an adapter that you have set up.

SupportAssist Enterprise user interface 209

Table 58. Adapters (continued)

Field

Name

Type

Managed Devices

Version

Status

Description

The name that you have provided for the adapter and the host name or IP address of the server where the adapter is set up.

The adapter type.

The total number of devices that are added through the adapter.

The version of the adapter application.

The status of the adapter.

The status of an adapter may be:

● Connected — SupportAssist Enterprise is able to connect successfully to the adapter.

● Disconnected — SupportAssist Enterprise is unable to connect to the adapter.

● Initial Synchronization — Initial inventory of devices in progress.

● Periodic Synchronization — Automatic periodic inventory of devices is in progress.

● Manual Synchronization — Manually-initiated inventory of devices is in progress.

● Connection lost — The server running SupportAssist

Enterprise is unable to connect to the server where the adapter is set up.

● Copy in progress — The adapter installer package is being copied to the system.

● Installation in progress — Installation of the adapter is in progress.

● Validation in progress — SupportAssist Enterprise is verifying if the adapter meets the prerequisites for setting up the adapter.

● Configuration in progress — SupportAssist Enterprise is configuring the settings of the adapter.

● Starting service — SupportAssist Enterprise had installed the adapter and the adapter service is started.

● Awaiting connection — SupportAssist Enterprise is waiting for the adapter service to start.

● Connection in progress — SupportAssist Enterprise is trying to connect to the adapter.

● Assigning Profile — The Credential Profile is being applied to the inventoried devices. The total number of inventoried devices and the count of devices to which the profile is applied is also displayed.

on page 74

Viewing adapter overview pane

on page 78

Viewing devices inventoried by the adapter

on page 79

Synchronizing adapter

on page 79

Editing adapter on page 79

Deleting adapter

on page 80

210 SupportAssist Enterprise user interface

Set Up OpenManage Essentials Adapter

The Set Up Adapter window allows you to add an adapter. The following table provides information about the items displayed in the Set Up Adapter window.

Table 59. Set Up Adapter (OpenManage Essentials)

Field

Adapter type

Host name / IP address

Name (Optional)

User name

Password

Credential Profile

Update device inventory

Description

Use to select the type of adapter that you want to set up. The available adapter types are:

● OpenManage Essentials — Select to set up the Open

Manage Essentials adapter.

● System Center Operations Manager — Select to set up the System Center Operations Manager adapter.

● OpenManage Enterprise — Select to set up the

OpenManage Enterprise adapter.

The host name or IP address of the server where

OpenManage Essentials is installed.

An optional name that you want to use for identifying the adapter in SupportAssist Enterprise.

The user name required to connect to the server where

OpenManage Essentials is installed.

The password required to connect to the server where

OpenManage Essentials is installed.

Use to select a Credential Profile that is required to add the devices that are inventoried by the adapter.

Use to select the frequency at which the adapter must inventory devices from the adapter. The available options are:

● Every 12 hours

● Daily

● Weekly

● Every two weeks

● Monthly

Set Up Microsoft System Center Operations Manager Adapter

The Set Up Adapter window allows you to add an adapter. The following table provides information about the items displayed in the Set Up Adapter window.

Table 60. Set Up Adapter (Microsoft System Center Operations Manager)

Field

Adapter type

Name (Optional)

Description

Use to select the type of adapter that you want to set up. The available adapter types are:

● OpenManage Essentials — Select to set up the

OpenManage Essentials adapter.

● System Center Operations Manager — Select to set up the System Center Operations Manager adapter.

● OpenManage Enterprise — Select to set up the

OpenManage Enterprise adapter.

An optional name that you want to use for identifying the adapter in SupportAssist Enterprise.

SupportAssist Enterprise user interface 211

Table 60. Set Up Adapter (Microsoft System Center Operations Manager) (continued)

Field

Establish a remote connection with the management group

Description

Select this option if you are setting up the adapter on the server hosting the Remote Console.

Management group Host name / IP address

User Name

Password

Remote Console Host name / IP address

User Name

Password

Credential Profile

Update device inventory

The host name or IP address of the server that hosts the management group.

The user name required to connect to the server that hosts the management group.

The password required to connect to the server that hosts the management group.

The host name or IP address of the server that hosts the

Remote Console.

The user name required to connect to the server that hosts the Remote Console.

The password required to connect to the server that hosts the Remote Console.

Use to select a Credential Profile that is required to add the devices that are inventoried by the adapter.

Use to select the frequency at which the adapter must inventory devices from the adapter. The available options are:

● Every 12 hours

● Daily

● Weekly

● Every two weeks

● Monthly

on page 74

Set Up OpenManage Enterprise adapter

The Set Up Adapter window allows you to add an adapter. The following table provides information about the items displayed in the Set Up Adapter window.

Table 61. Set Up Adapter (OpenManage Enterprise)

Field

Adapter type

Host name / IP address

Name (Optional)

User name

Description

Use to select the type of adapter that you want to set up. The available adapter types are:

● OpenManage Essentials — Select to set up the Open

Manage Essentials adapter.

● System Center Operations Manager — Select to set up the System Center Operations Manager adapter.

● OpenManage Enterprise — Select to set up the

OpenManage Enterprise – Tech Release adapter.

The host name or IP address of the server where

OpenManage Enterprise – Tech Release is installed.

An optional name that you want to use for identifying the adapter in SupportAssist Enterprise.

The user name required to connect to the server where

OpenManage Enterprise – Tech Release is installed.

212 SupportAssist Enterprise user interface

Table 61. Set Up Adapter (OpenManage Enterprise) (continued)

Field

Password

Description

The password required to connect to the server where

OpenManage Enterprise – Tech Release is installed.

Credential Profile

Update device inventory

Use to select a Credential Profile that is required to add the devices that are inventoried by the adapter.

Use to select the frequency at which the adapter must inventory devices from the adapter. The available options are:

● Every 12 hours

● Daily

● Weekly

● Every two weeks

● Monthly

Related concepts

Adapters

on page 72

on page 77

Adapter overview pane

The adapter overview pane displays the details of an adapter and allows you to perform certain operations on that adapter. This pane is displayed when you select an adapter on the Adapters page.

Table 62. Adapter overview pane

Field

Name

IP address

Status

Sync now

Last sync

Adapter type

OS Type

Assigned devices

Staging devices

Version

Description

The name that you have provided for the adapter.

The IP address or host name of the server where the adapter is set up.

The status of the adapter.

Click to inventory devices from the systems management console.

The date and time when the devices were last inventoried.

The type of adapter.

The operating system running on the server where the adapter is set up.

The total number of devices that are added successfully through the adapter.

Displays the total number of inventoried devices that are added to the staging group. Devices may be added to the staging group because they did not meet certain prerequisites.

The version of the adapter application.

Related tasks

Viewing adapter overview pane

on page 78

SupportAssist Enterprise user interface 213

Remote Collectors

The Remote Collector is a remote instance of SupportAssist Enterprise that collects and uploads system information from devices within a specific IP address range. The following table provides information about the options displayed on the Remote

Collectors page.

Table 63. Remote Collectors

Field

Set Up Remote Collector

Edit

Delete

Check box

Name

Managed Devices

Version

Status

Description

Click to set up a Remote Collector.

Click to edit the details of a Remote Collector.

Click to delete a Remote Collector.

Use to select a Remote Collector that you have set up.

The name that you have provided for the Remote Collector and the host name or IP address of the server where the

Remote Collector is set up.

The total number of devices that are associated with the

Remote Collector.

The version of the Remote Collector application.

The status of the Remote Collector.

The status of a Remote Collector may be:

● Connected — The server where SupportAssist Enterprise is installed is able to connect to the server where the

Remote Collector is set up.

● Disconnected — The server where SupportAssist

Enterprise is installed is not able to connect to the server where the Remote Collector is set up.

● Connection failed — Displayed when a connection fails while connecting to the SupportAssist server.

● Registration failed — Displayed when a Remote

Collector fails to connect to SupportAssist Enterprise.

● Registration initiated — Displayed when the Remote

Collector connects to SupportAssist Enterprise.

● Copy in progress — The Remote Collector installer package is being copied to the remote system.

● Validation in progress — SupportAssist Enterprise is verifying if the remote server meets the prerequisites for setting up the Remote Collector.

● Configuration in progress — SupportAssist Enterprise is configuring the settings of the Remote Collector.

● Registration in progress — The server running

SupportAssist Enterprise is communicating with the

Remote Collector after the configuration is complete.

● Installation in progress — Installation of the Remote

Collector application is in progress.

● Installer not found — The Remote Collector installer file is corrupted or deleted manually from the server running

SupportAssist Enterprise.

● Copy failed — The Remote Collector could not be copied to the remote server.

● Installation failed — Installation of the Remote Collector could not be completed successfully.

● Configuration failed — SupportAssist Enterprise could not complete the configuring the settings of the Remote

Collector.

214 SupportAssist Enterprise user interface

Table 63. Remote Collectors (continued)

Field

Upload Connectivity

Description

● Validation failed — SupportAssist Enterprise could not verify if the remote server meets the prerequisites for setting up the Remote Collector.

● Low disk space — The free hard-drive space on the server where the Remote Collector is set up is less than

500 MB.

● Connection initiated — Displayed when a connection is initiated while connecting to the SupportAssist server.

Displays the status of the internet connectivity from the remote system to Dell.

Related tasks

Setting up Remote Collector

on page 84

Viewing collections for devices associated with a Remote Collector

on page 86

Viewing the Remote Collector overview pane

on page 86

Viewing devices associated with a Remote Collector

on page 87

Editing Remote Collector

on page 87

Deleting Remote Collector

on page 88

Set Up Remote Collector

The Set Up Remote Collector window allows you to set up a Remote Collector. The following table provides information about the items displayed in the Set Up Remote Collector window.

Table 64. Set Up Remote Collector

Field

Host name / IP address

Name (Optional)

User name

Password

Hostname

Expression

IP address / range

Add another hostname

IP address / range

Add another expression

The remote system connects to the internet through a proxy server

Host name / IP address

Port

Description

The host name or IP address of the serve where you want to set up the Remote Collector.

An optional name that you want to use for identifying the

Remote Collector in SupportAssist Enterprise.

The user name required to connect to the server where you want to set up the Remote Collector.

The password required to connect to the server where you want to set up the Remote Collector.

Select to enter a hostname expression for assigning devices to the Remote Collector.

The hostname expression for assigning devices to the Remote

Collector.

Select to enter a IP address range for assigning devices to the

Remote Collector.

Click to open an additional hostname expression field.

The IP address or IP address range of the devices that you want to associate with the Remote Collector.

Click to open an additional hostname expression field.

Select to enter details of the proxy server through which the remote server connects to the internet.

The host name or IP address of the proxy server.

The port number used by the proxy server.

SupportAssist Enterprise user interface 215

Table 64. Set Up Remote Collector (continued)

Field

Requires authentication

Username

Password

Proxy Exclusion List

Description

Select this option if a user name and password are required to connect to the proxy server.

The user name required to connect to the proxy server.

The password required to connect to the proxy server.

The IP address range or ranges of devices to which the

VMware ESX and ESXi, and XC Series of Web-scale Hyperconverged appliances.

Related tasks

Setting up Remote Collector

on page 84

Remote Collector overview pane

The Remote Collector overview pane displays details of a Remote Collector. This pane is displayed when you select a Remote

Collector in the Remote Collectors page.

Table 65. Remote Collector overview pane

Field

Name

IP address

Status

Collector Type

Version

Managed devices

Collection Range

View all devices

Description

The name that you have provided for the Remote Collector.

The IP address or host name of the server where the Remote

Collector.

The status of the Remote Collector.

The type of the collector.

The version of the Remote Collector application.

The operating system running on the server where the

Remote Collector is set up.

The total number of devices associated with the Remote

Collector.

The IP address ranges that are assigned to the Remote

Collector.

Click to open the Devices page where all devices that are associated with the Remote Collector are displayed.

on page 86

Settings

The Settings tab enables you to configure the options available in SupportAssist Enterprise. You can point to the Settings tab and click the available options to access the following pages:

● Proxy Settings — To configure the settings of the proxy server available in your environment. This setting is required only if the server where SupportAssist Enterprise is installed connects to the internet through a proxy server.

216 SupportAssist Enterprise user interface

● Preferences — To configure your preferences for the following: automatic update, collection of system information, email notification, recommendation report, and maintenance mode.

● Contact Information — To view and update your company's primary and secondary SupportAssist Enterprise contacts.

● SMTP Settings — To configure the details of the SMTP server utilized by your company. This setting is applicable only if your company utilizes an SMTP server. If you company does not utilize an SMTP server, you may not receive certain email notifications from SupportAssist Enterprise.

Related references

Proxy Settings on page 217

on page 217

Contact Information

on page 219

SMTP Settings

on page 220

Proxy Settings

The Proxy Settings page enables you to configure the settings of the proxy server available in your environment.

At the top of the Proxy Settings page, the navigation trail is displayed.

NOTE: Configuring the proxy settings is required only if the server where SupportAssist Enterprise is installed connects to the internet through a proxy server.

The following table provides information about the items displayed in the Proxy Settings page.

Table 66. Proxy Settings

Field

Use proxy server

Host Name / IP Address

Port

Requires authentication

User Name

Password

Proxy exclusion list

Description

Select this option to enable configuring the proxy server settings.

The host name or IP address of the proxy server.

The port number used by the proxy server.

Select this option if a user name and password are required to connect to the proxy server.

The user name required to connect to the proxy server.

The password required to connect to the proxy server.

The IP address range or ranges of devices to which

SupportAssist Enterprise must communicate directly and not through the proxy server. IP address of devices that communicate through https protocol must be included in the proxy exclusion list. Examples of devices that communicate through https protocol include iDRAC,

Compellent storage arrays, VMware ESX and ESXi, and XC

Series of Web-scale Hyper-converged appliances.

Related tasks

Configuring proxy server settings

on page 109

Preferences

The Preferences page enables you to configure collection settings, automatic updates, recommendation report settings, and maintenance mode.

At the top of the Preferences page, the navigation trail is displayed. You can click Home on the navigation trail to go to the

Devices page.

The following table provides information about the options displayed in the Preferences page.

SupportAssist Enterprise user interface 217

Table 67. Preferences

Field

Automated Tasks

Automatically update the following features in

SupportAssist Enterprise:

Description

Displays options to automatically download and install the latest updates, when they are available. The download and installation of the updates occur in the background. If a problem occurs during the update, an appropriate error message will be displayed.

NOTE: Dell recommends that you select automatic updates to ensure that SupportAssist Enterprise is up-todate with the latest features and enhancements.

SupportAssist Enterprise application

Policy files

Product support files

Adapter Upgrade

Automatically collect system state information:

Starting from day N of every month at 11 PM

When a new support case is created

Select this option to automatically collect system state information from each device type on a randomly determined day of every month at 11 PM.

Select this option to automatically start a system log collection when a new support case is generated.

Email Settings

Automatically upload system state information collected from devices to Dell

Receive email notification when a new support case is opened

Preferred email Language

Recommendation Report Settings

Select to automatically upload collections to Dell.

Select this option to receive an email notification when a new support case is opened.

Select the preferred language for email notifications.

To access the interactive recommendations report, log in to TechDirect.com

and click Services > SupportAssist >

ProSupport Plus Reporting .

Collection Data Settings

Server / Hypervisor

Select this option to automatically download and install the

SupportAssist Enterprise application update whenever it is available.

Select this option to automatically download and install the policy files update whenever it is available.

Select this option to automatically download and install the device support update whenever it is available.

Select this option to automatically download and install the adapter update whenever it is available.

● Select Software to collect software-related information from the device.

● Select System Logs to collect logs from the device.

● Select Smart Logs to collect smart CTL logs from the device.

NOTE: For information about the logs that are collected by SupportAssist Enterprise, see the SupportAssist

Enterprise Version 2.0.50 Reportable Items document at https://www.dell.com/serviceabilitytools .

Storage: Fluid File System (FluidFS)

Storage: Peer Storage (PS) / EqualLogic

Select Logs to collect logs from the device.

● Select Diagnostic Data (Diags collection) to collect diagnostic information from the device.

● Select Inter Array Connectivity Test (Ping Test) to collect the ping test result from the device.

218 SupportAssist Enterprise user interface

Table 67. Preferences (continued)

Field

Storage: PowerVault

Storage: Storage Center (SC) / Compellent

Software: HIT Kit/VSM for VMware

Solution: Nutanix

Device Identification Information Settings

Include device identification details in the information that is sent to Dell

Description

Select Support Data to collect support data from the device.

Select Logs to collect logs from the device.

Select Advanced Logs to collect logs from the device.

Select Logs to collect logs from the device.

Select this option to allow sending identity information to Dell.

NOTE: If you clear this option, settings for the collection of logs and diagnostic data under Collection Data

Settings are automatically disabled.

Maintenance Mode

Temporarily suspend case generation activity (e.g., for purposes of downtime, external troubleshooting, etc.)

Select this option to set all devices to maintenance mode.

While in maintenance mode, no new support cases are opened.

Enabling or disabling the automatic collection of system information on case creation

on page 116

on page 120

Enabling or disabling the periodic collection of system information from all devices

on page 120

Enabling or disabling the collection of identity information

on page 121

Enabling or disabling global-level maintenance mode

on page 139

Contact Information

The Contact Information page enables you to view and edit the primary and secondary contact information. The following table provides information about the items displayed in the Contact Information page.

At the top of the Contact Information page, the navigation trail is displayed.

NOTE: It is mandatory to provide information for all fields, except the alternate phone number.

Table 68. Contact Information

Field

Company name

Primary

Secondary

First name

Last name

Phone number

Alternate phone number

Email address

Preferred contact method

Description

The name of your company.

Select this option to view or edit the primary contact information.

Select this option to view or edit the secondary contact information.

The first name of the primary or secondary contact.

The last name of the primary or secondary contact.

The phone number of the primary or secondary contact.

The alternate phone number of the primary or secondary contact.

The email address of the primary or secondary contact.

Select the preferred contact method. The available options are:

SupportAssist Enterprise user interface 219

Table 68. Contact Information (continued)

Field

Preferred contact hours

Description

● Phone

● Email

The preferred hours when Technical Support can contact your primary or secondary contact in case of any issues with the monitored devices.

The time zone of the primary or secondary contact.

Time Zone

Part dispatch

Parts Dispatch Only

Parts Dispatch with Onsite Service

Copy Contact Information

First Name

Last Name

Phone Number

Email Address

Preferred Contact Hours

Select this option if you want only the replacement hardware component to be dispatched to your address.

Select this option if you want an on-site technician to replace the dispatched hardware component.

Select this option if you want to copy the contact details from the Contact Information section.

The first name of the primary or secondary contact.

The last name of the primary or secondary contact.

The phone number of the primary or secondary contact.

The email address of the primary or secondary contact.

The preferred hours when Technical Support can contact your primary or secondary contact in case of any issues with the monitored devices.

Select the country.

The address where a replacement component must be dispatched.

Country / Territory

Address

City / Town

State / Province / Region

Zip / Postal code

Time Zone

Dispatch Notes

CNPJ

The time zone of the primary or secondary contact.

Type and specific dispatch related information.

For Brazil only: The CNPJ and IE number of your company.

on page 108

Updating dispatch details on page 108

SMTP Settings

The SMTP Settings page enables you to configure the SMTP server (email server) settings. If your company utilizes an SMTP server, Dell recommends that you configure the SMTP server settings.

At the top of the SMTP Settings page, the navigation trail is displayed.

The following table provides information about the items displayed in the SMTP Settings page.

220 SupportAssist Enterprise user interface

Table 69. SMTP Settings

Field

Use SMTP server

Host Name / IP Address

Port

Requires authentication

User Name

Password

Use SSL

Description

Select this option to enable configuring the email server settings.

The host name or IP address of the email server.

The port number used by the email server.

Select this option if a user name and password are required to connect to the email server.

The user name required to connect to the email server.

The password required to connect to the email server.

Select this option to use secure communication for sending emails.

Related tasks

Configuring SMTP server settings

on page 117

Network Connectivity Test

The Network Connectivity Test page allows you to test SupportAssist Enterprise connectivity to the dependent network resources.

At the top of the Network Connectivity Test page, the navigation trail is displayed.

The following table describes the fields displayed on the Network Connectivity Test page.

Table 70. Connectivity Test

Field

Check box

Test

Description

Connectivity Status

Description

Select the appropriate check boxes to test the connectivity status you want to verify.

The dependent network resources that you can test. The available options are:

● Internet Connectivity

● SMTP Server

● Dell FTP Server

● Dell Upload Server

● SupportAssist Enterprise Server

Describes the purpose of each test.

Displays an icon and a message that indicates the connectivity status. The possible statuses are:

● Not Configured (applicable only for the SMTP Server test) — The SMTP server settings are not configured in SupportAssist Enterprise. If your company utilizes an SMTP server (email server), Dell recommends that you configure SMTP

Settings in SupportAssist Enterprise.

●

In Progress — The connectivity test is in progress.

Connected — The connectivity test is successful.

Last Verified

● Error — The connectivity test is unsuccessful.

NOTE: The Error status is displayed as a link that you can click to view a description of the issue and the possible resolution steps.

The date and time the connectivity status was last verified.

SupportAssist Enterprise user interface 221

Table 70. Connectivity Test (continued)

Field

Test Connectivity

Description

Click to perform the selected connectivity tests.

SupportAssist Enterprise test

The SupportAssist Enterprise test page enables you to verify the ability of SupportAssist Enterprise to run specific tasks.

At the top of the SupportAssist Enterprise test page, the navigation trail is displayed. You can click Home on the navigation trail to go to the Devices page.

The following table describes the fields that are displayed in the SupportAssist Enterprise test page.

Table 71. SupportAssist Enterprise test

Field

Check box

Test

Description

Select the appropriate check box to test the task that you want to verify.

The feature that you can test. The available option is Case Creation , which enables you to verify the ability of SupportAssist Enterprise to create a support case with

Technical Support.

Describes the purpose of the test.

Status Displays an icon and a message that indicates the test status. The possible statuses are:

● Not validated — The support case creation task has not been tested.

● In Progress — The support case creation test is in progress.

● Ready to Create Cases — SupportAssist Enterprise can create cases successfully.

Last Verified

Run Tests

● Unable to Create Case — SupportAssist Enterprise cannot create support cases because of a possible issue with the support case creation workflow.

The date and time the status was last verified.

Click to perform the selected test.

on page 112

222 SupportAssist Enterprise user interface

Error code appendix

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

Table 72. Error code appendix

Error code

3000_1

3000_2

3000_3

3000_4

3000_5

Error message

An unexpected error occurred during the installation of Dell OpenManage Server Administrator (OMSA) on device_name .

Possible resolution

Do one of the following:

● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade

OMSA from the Tasks list.

● Manually install the recommended version of

OMSA. To identify the recommended version of

OMSA, see the SupportAssist Enterprise Version

1.2 Support Matrix at Dell.com/ServiceabilityTools .

3000_6

3000_9

3000_11

3000_7

3000_8

If the problem persists, contact Technical Support for assistance.

A component required for installing Dell OpenManage

Server Administrator (OMSA) could not be downloaded.

1. Make sure that the system has internet connectivity.

2. Perform the Connectivity Test and ensure that the system has connectivity to the dependent resources.

3. Select the device in the Devices page, and in the device overview pane, select Install / Upgrade

OMSA from the Tasks list.

Installation of Dell OpenManage Server Administrator

(OMSA) is not supported on the operating system running on device_name .

If the problem persists, contact Technical Support for assistance.

Do one of the following:

● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade

OMSA from the Tasks list.

● Manually install the recommended version of

OMSA. To identify the recommended version of

OMSA, see the SupportAssist Enterprise version

1.2 Support Matrix at Dell.com/ServiceabilityTools .

If the problem persists, contact Technical Support for assistance.

An unexpected error occurred during the installation of Dell OpenManage Server Administrator (OMSA) on device_name .

Try to repair the SupportAssist Enterprise installation:

1. Open Control Panel .

2. In Programs , click Uninstall a Program .

3. In the Programs and Features window, select

Dell SupportAssist and click Change .

4. In the Welcome to Dell SupportAssist

Enterprise Installer window, click Next .

5. Click Repair and then click Install .

If the problem persists, contact Technical Support for further assistance.

Error code appendix 223

3000_20

3000_21

3000_24

3000_25

3000_26

3000_27

3000_28

3000_30

3000_31

3000_32

3000_33

3000_34

3000_35

3000_36

3000_37

3000_38

3000_39

3000_40

3000_41

3000_42

3000_43

Table 72. Error code appendix (continued)

Error code

3000_10

3000_12

3000_13

3000_14

Error message

An unexpected error occurred during the installation of Dell OpenManage Server Administrator (OMSA) on device_name .

Possible resolution

Do one of the following:

● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade

OMSA from the Tasks list.

● Manually install the recommended version of

OMSA. To identify the recommended version of

OMSA, see the SupportAssist Enterprise version

1.2 Support Matrix at Dell.com/ServiceabilityTools .

3000_15

3000_16

3000_17

3000_22

3000_23

3000_29

3000_47

3000_48

3000_50

3000_56

3000_61

3000_18

3000_19

If the problem persists, contact Technical Support for assistance.

An unexpected error occurred during the installation of Dell OpenManage Server Administrator (OMSA) on device_name .

Make sure that the device is reachable and the configured device credentials have Administrator rights, and then do one of the following:

● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade

OMSA from the Tasks list.

● Manually install the recommended version of

OMSA. To identify the recommended version of

OMSA, see the SupportAssist Enterprise version

1.2 Support Matrix at Dell.com/ServiceabilityTools .

A service required for the installation of Dell

OpenManage Server Administrator (OMSA) is either not running or not enabled on device_name .

If the problem persists, contact Technical Support for assistance.

● If the device is running Microsoft Windows, make sure that the WMI service is running.

● If the device is running Linux, make sure that SSH is enabled.

For more information, see

A service required for the installation of Dell

OpenManage Server Administrator (OMSA) is not running on device_name .

Make sure that the WMI service is running on the device. For more information, see

Configuring the alert destination of an iDRAC by using the web interface

An unexpected error occurred during the installation of Dell OpenManage Server Administrator (OMSA) on device_name .

Do one of the following:

● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade

OMSA from the Tasks list.

● Manually install the recommended version of

OMSA. To identify the recommended version of

OMSA, see the SupportAssist Enterprise version

1.2 Support Matrix at Dell.com/ServiceabilityTools .

If the problem persists, contact Technical Support for assistance.

224 Error code appendix

Table 72. Error code appendix (continued)

Error code Error message

3000_44

3000_45

3000_46

3000_49

3000_51

3000_54

3000_55

3000_57

3000_58

3000_59

3000_52

3000_53

3000_60

3000_62

4000_500

5000_1

Possible resolution

An unexpected error occurred during the installation of Dell OpenManage Server Administrator (OMSA) on device_name .

Make sure that port 22 is open and SSH is enabled on the system, and then do one of the following:

● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade

OMSA from the Tasks list.

● Manually install the recommended version of

OMSA. To identify the recommended version of

OMSA, see the SupportAssist Enterprise version

1.2 Support Matrix at Dell.com/ServiceabilityTools .

If the problem persists, contact Technical Support for assistance.

An unexpected error occurred during the installation of Dell OpenManage Server Administrator (OMSA) on device_name .

● Verify if the device is reachable.

● Verify if the configured device credentials have

Administrator rights.

● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade

OMSA from the Tasks list.

● Manually install the recommended version of

OMSA. To identify the recommended version of

OMSA, see the SupportAssist Enterprise version

1.2 Support Matrix at Dell.com/ServiceabilityTools .

If the problem persists, contact Technical Support for assistance.

The time allowed for OMSA installation has expired.

This device has generated an unusual number of alerts exceeding the set threshold limit.

SupportAssist Enterprise has temporarily placed it under maintenance mode. During this period,

SupportAssist Enterprise will not process any alerts from this device.

SNMP settings of the device could not be configured because of an unexpected error.

Log on to the device and verify if OMSA is installed.

If OMSA is not installed, select the device, and in the device overview pane, select Install / Upgrade

OMSA from the Tasks list. If the problem persists, contact Technical Support for assistance.

Ensure that the health of this device is restored for optimal SupportAssist Enterprise operations.

You must either try to configure the SNMP settings through the Tasks > Configure SNMP option or manually configure the SNMP settings. For instructions to manually configure the SNMP settings,

Error code appendix 225

Table 72. Error code appendix (continued)

Error code

5000_2

5000_3

5000_4

5000_5

5000_6

5000_7

5000_8

5000_9

5000_10

5000_11

5000_12

5000_13

5000_14

Error message

SNMP settings of the device could not be configured because the integrated Dell Remote

Access Controller (iDRAC) does not have the required license installed.

SNMP settings of the device could not be configured because all configurable fields of the integrated Dell

Remote Access Controller (iDRAC) are occupied.

Possible resolution

Make sure that iDRAC has an Enterprise or Express license installed, and then try to configure the SNMP settings through the Tasks > Configure SNMP option.

You must manually configure the SNMP settings of the device. For instructions to manually configure the

SNMP settings, see

Configuring the alert destination of an iDRAC by using the web interface

SNMP settings of the device could not be configured because the credentials you have entered do not have the required privileges.

SNMP settings of the device could not be configured because an attempt to connect to the integrated Dell

Remote Access Controller (iDRAC) was unsuccessful.

Make sure that the credentials have either

Administrator or Operator privileges on the integrated

Dell Remote Access Controller (iDRAC), and then try to configure the SNMP settings through the Tasks

> Configure SNMP option on the device overview pane.

Make sure that iDRAC is reachable from the system on which SupportAssist Enterprise is installed, and then try to configure the SNMP settings through the Tasks

> Configure SNMP option on the device overview pane.

SNMP settings of the device could not be configured because the credentials you have entered are invalid.

SNMP settings of the device could not be configured because of an unexpected error.

Make sure that the credentials are valid, and then try to configure the SNMP settings through the Tasks

> Configure SNMP option on the device overview pane. If the problem persists, contact your system administrator for assistance.

You must manually configure the SNMP settings of the device. For instructions to manually configure the

SNMP settings, see

Configuring the alert destination of an iDRAC using the web interface

SNMP settings of the device could not be configured because the user account does not have the sufficient privileges on the device.

SNMP settings of the device could not be configured because the hostname/IP address of the system on which SupportAssist Enterprise is installed was not provided.

SNMP settings of the device could not be configured because the SNMP service is not installed on the device.

SNMP settings of the device could not be configured because SupportAssist Enterprise does not support the operating system running on the device.

SNMP settings of the device could not be configured because the SNMP service has not started.

SNMP settings of the device could not be configured because the WMI service is disabled.

You must manually configure the SNMP settings of the device. For instructions to manually configure the

SNMP settings, see

Manually configuring the alert destination (Windows) or

Manually configuring the alert destination (Linux)

If you ran the script file to configure the SNMP settings, make sure that you type the IP address of the system on which SupportAssist Enterprise is installed as an argument.

Manually install the SNMP service on the device, and then try to configure the SNMP settings through the Tasks > Configure SNMP option on the device overview pane.

For information on the operating systems supported by SupportAssist Enterprise, see the SupportAssist

Enterprise Version 1.2 Support Matrix at Dell.com/

ServiceabilityTools .

Manually start the SNMP service on the device, and then try to configure the SNMP settings through the

Tasks > Configure SNMP option.

Manually start the WMI service on the device, and then try to configure the SNMP settings through the Tasks > Configure SNMP option on the device overview pane.

226 Error code appendix

Table 72. Error code appendix (continued)

Error code

5000_15

6000_01

6000_11

6000_12

6000_13

6000_14

6000_24

Error message

SupportAssist Enterprise has configured the SNMP settings successfully, but the automated test to verify that the SNMP settings was unsuccessful.

SupportAssist Enterprise is unable to clear System

Event Log from device_name because of a technical error.

6000_02

6000_03

6000_4

6000_5

6000_6

6000_8

6000_9

Possible resolution

To resolve the issue, verify the network settings and make sure that the SNMP port (162) is open.

To resolve this issue, contact Technical Support for assistance.

SupportAssist Enterprise is unable to clear System

Event Log from device_name because the device is not reachable.

SupportAssist Enterprise is unable to clear System

Event Log from device_name because the host name of the device could not be resolved to an IP address.

SupportAssist Enterprise is unable to clear System

Event Log from device_name because of an internal error.

SupportAssist Enterprise is unable to clear System

Event Log from device_name because an attempt to connect to the device is unsuccessful.

Make sure that the device is reachable from the server running SupportAssist Enterprise and then retry the operation.

If the device is a member of a domain, make sure that the host name of the device is added in the DNS server, and then retry the operation.

To resolve this issue, contact Technical Support for assistance.

Make sure that WMI service is running on the device and then retry the operation.

6000_7

6000_15

6000_19

6000_21

6000_23

6000_10

SupportAssist Enterprise is unable to clear System

Event Log from device_name because the credentials of the device are either incorrect or do not have the required privileges.

● Make sure that SupportAssist Enterprise is updated with the correct user name and password of the device.

● Make sure that the user account has administrator or root privileges on the device.

6000_16

6000_17

6000_18

6000_20

6000_22

SA-0001

SupportAssist Enterprise is unable to clear System

Event Log from device_name because the credentials of the device do not have the required privileges.

Make sure that the user account has administrator or root privileges on the device and then retry the operation.

SupportAssist Enterprise is unable to clear System

Event Log from device_name because of an unknown error.

To resolve this issue, contact Technical Support for assistance.

Not applicable.

SupportAssist Enterprise is unable to clear System

Event Log from device_name because the device does not support this operation.

SupportAssist Enterprise is unable to clear System

Event Log from device_name because an attempt to connect to the device is unsuccessful.

Make sure that the SSH service is running on the device and then retry the operation.

SA-0002

SA-0003

SA-0004

SupportAssist Enterprise is unable to import devices because the device count is more than 300.

SupportAssist Enterprise is unable to import devices because the .csv file is empty.

SupportAssist Enterprise is unable to import devices because the .csv file is corrupted.

SupportAssist Enterprise is unable to import devices because the .csv file is not available at the specified location.

Make sure that the device count is below 300 and then retry the operation.

Make sure that the .csv file is not empty and then retry the operation.

Make sure that the .csv file is not corrupted and then retry the operation.

Make sure that the .csv file is available at the specified location and then retry the operation.

Error code appendix 227

Table 72. Error code appendix (continued)

Error code

SA-0006

Error message

SupportAssist Enterprise is unable to import devices because the .csv file is not valid.

SA-0007

SA-0008

SA-0009

SA-0011

SupportAssist Enterprise is unable to import devices because the imported file does not contain a valid header.

The device import operation is canceled.

SupportAssist Enterprise is unable to import one or more devices because the credentials of the devices were not included in the .csv file.

SupportAssist Enterprise is unable to import devices because the .csv file already exists.

SA-0012

SA-0005

SA-0010

SA-0015

SA-0020

SA-0025

SA-0030

SA-0035

SA-0040

SA-0045

SA-0050

Possible resolution

Make sure that the .csv file is valid and then retry the operation.

Make sure that the system running SupportAssist

Enterprise and the imported file contains a valid header.

Not applicable.

Make sure that the credentials of the devices are included in the .csv file and then retry the operation.

SupportAssist Enterprise is unable to add the devices because the entered host name or IP address, and device type are incorrect.

SupportAssist Enterprise is unable to add the device_name because an attempt to connect to the device is unsuccessful.

Delete the .csv file available at the temporary location:

C:\Users\<User Name>\AppData\Local\temp and then retry the operation.

Retry adding the device with the correct host name or

IP address, and device type.

Make sure that both the system running SupportAssist

Enterprise and the device you are trying to add are connected to the network, and then retry adding the device.

Retry adding the device with the correct host name or

IP address.

SupportAssist Enterprise is unable to add the device_name because the entered host name or IP address is incorrect.

SupportAssist Enterprise is unable to add the device_name because an unknown error occurred while discovering the device.

Verify the following and then retry adding the device:

● Make sure that the device is supported by SupportAssist Enterprise. For the list of supported device models, see the SupportAssist

Enterprise Version 1.2 Support Matrix at Dell.com/

ServiceabilityTools .

● Make sure that the user account has administrator/root privileges.

Not applicable.

SupportAssist Enterprise is unable to add the device_name because the device is already added.

SupportAssist Enterprise is unable to add the device_name because of an unknown error.

SupportAssist Enterprise is unable to add the device_name is incorrect.

because the User Name or Password

Verify if the device is supported by SupportAssist

Enterprise. For the list of supported device models, see the SupportAssist Enterprise Version 1.2 Support

Matrix at Dell.com/ServiceabilityTools . If the problem persists, contact Technical Support for assistance.

Verify the device information, ensure that the user account has administrator/root privileges, and then retry adding the device. If the problem persists, contact your network administrator for assistance.

Enter the enable password and then retry adding the device.

SupportAssist Enterprise is unable to add the device_name because the enable password is not provided.

SupportAssist Enterprise is unable to add the device_name because the name is already in use by another device.

Identification or cancellation for this device is already in progress.

SupportAssist Enterprise is unable to add the device_name because of an unknown error.

Retry adding the device with any other name.

Not applicable.

Verify if the device is supported by SupportAssist

Enterprise. For the list of supported device models,

228 Error code appendix

Table 72. Error code appendix (continued)

Error code

SA-0055

SA-0060

SA-0065

SA-0070

SA-0075

SA-0080

SA-0085

SA-0090

SA-0095

SA-0100

SA-0105

SA-0110

SA-0115

SA-0120

SA-0125

Error message

SupportAssist Enterprise is unable to add the device_name because the device is not supported.

SupportAssist Enterprise is unable to add the device_name because a required file has either been deleted or moved.

SupportAssist Enterprise is unable to add the device_name because the entered credentials do not have superuser privileges.

Installation of Dell OpenManage Server Administrator

(OMSA) is not supported on this device.

SupportAssist Enterprise has detected that Dell

OpenManage Server Administrator (OMSA) is not installed on the device. Installing OMSA is required to generate alerts for hardware events that occur on the device.

SupportAssist Enterprise has detected that the Dell

OpenManage Server Administrator (OMSA) services are not running on the device.

SupportAssist Enterprise has detected that Dell

OpenManage Server Administrator (OMSA) version x.x

is installed on the device.

Possible resolution see the SupportAssist Enterprise Version 1.2 Support

Matrix at Dell.com/ServiceabilityTools .

For the list of supported device models, see the

SupportAssist Enterprise Version 1.2 Support Matrix at

Dell.com/ServiceabilityTools .

Restart the Dell SupportAssist service on the system running SupportAssist Enterprise, and then retry adding the device.

Enter the credentials that have superuser privileges, and then retry adding the device.

Not applicable.

For optimal SupportAssist Enterprise capability, you must restart the OMSA services.

For optimal SupportAssist Enterprise capability, Dell recommends that you upgrade OMSA to version x.x

SupportAssist Enterprise has detected that Dell

OpenManage Server Administrator (OMSA) version x.x

is installed on the device.

SupportAssist Enterprise is unable to verify the

OMSA version installed on the device.

It is recommended that you download and install

OMSA version x.x

on the device.

To resolve the issue, see

Unable to verify OMSA version

Not applicable.

The recommended version of Dell OpenManage

Server Administrator (OMSA) is already installed on the device.

SupportAssist Enterprise monitors the device through the integrated Dell Remote Access Controller

(iDRAC). Therefore, installation or upgrade of Dell

OpenManage Server Administrator (OMSA) is not required.

Not applicable.

SupportAssist Enterprise is unable to add the device_name because it does not have a valid license.

Make sure that the iDRAC has a valid Enterprise or

Express license, and then retry the operation.

SupportAssist Enterprise is unable to add the device_name because the operating system is not supported.

Not applicable.

SupportAssist Enterprise is unable to add the device because a required service is disabled on the device_name .

SupportAssist Enterprise is unable to add the device_name because a response was not received within the predefined time limit.

Make sure that the required service is running on the device, and then retry adding the device.

For information on the required service, see services

Other

Try adding the device again. For additional troubleshooting information, see

Unable to add the device .

Error code appendix 229

Table 72. Error code appendix (continued)

Error code

SA-0130

SA-0135

SA-0140

Error message

SupportAssist Enterprise is unable to add the device_name because the SSL encryption level of the device is set to 256 bit or higher.

Possible resolution

For troubleshooting steps, see

Unable to add the device .

SupportAssist Enterprise is unable to add the device_name because the device type that you selected is incorrect.

SupportAssist Enterprise is unable to add the device_name because a connection to the device was unsuccessful.

Ensure that you select the correct device type and then try again.

Perform the following:

● Ensure that the required ports are open on the device. For information on the required ports, see the SupportAssist Enterprise Version 1.2 User's

Guide at Dell.com/ServiceabilityTools .

● Ensure that you have selected the correct device type. Verify if the device is supported by SupportAssist Enterprise. For the list of supported device models, see the SupportAssist

Enterprise Version 1.2 Support Matrix at Dell.com/

ServiceabilityTools .

SA-0145 Enter the device credentials and then try again.

SA-0150

SA-0155

SA-0160

SA-1005

SA-1010

SA-1015

SA-1025

SupportAssist Enterprise is unable to add the device_name because the device credentials were not provided.

SupportAssist Enterprise is unable to add the device_name because the device credentials were either not provided or incorrectly provided.

SupportAssist Enterprise is unable to add the device_name because it is a Storage PS Series member IP address.

The IP address that you have entered is a Dell Peer

Storage/Storage PS Series member IP address.

SupportAssist Enterprise is unable to edit the credentials of the device_name because an attempt to connect to the device is unsuccessful.

SupportAssist Enterprise is unable to edit the credentials of the device_name because of an unexpected error.

SupportAssist Enterprise is unable to edit the credentials of the device_name because the user name or password is incorrect.

1. Enter the device credentials.

2. Ensure that the device credentials are correct.

Try adding the device again with the Peer Storage PS

Series group IP address.

Ensure that you add the device by using the group IP address.

Make sure that both the system running SupportAssist

Enterprise and the device are connected to the network, and then retry the operation.

Verify the following and then retry editing the device credentials:

● Make sure that the required services are running on the device. For information on the required services, see the Online Help.

● Make sure that the entered credentials have administrator or root privileges.

Verify the user name and password, ensure that the user account has administrator/root privileges, and try again. If the problem persists, contact your network administrator for assistance.

Enter any other name, and then retry editing the device credentials.

SA-1030

SA-1035

SupportAssist Enterprise is unable to edit the credentials of the device_name because the entered it is already in use by another device.

SupportAssist Enterprise is unable to edit the device credentials because the entered credentials do not have superuser rights.

SupportAssist Enterprise is unable to update the device credentials because a required service is disabled on the device.

Enter the credentials that have superuser rights, and then retry saving the device credentials.

Make sure that the required services are running on the device, and then retry editing the device credentials. For information on the required services, see