Dell EMC SupportAssist Enterprise is an application that automates technical support for your Dell server, storage, and networking devices. SupportAssist Enterprise monitors your Dell devices and proactively detects hardware issues that may occur. When a hardware issue is detected, SupportAssist Enterprise automatically opens a support case with Dell Technical Support and sends you an email notification. Data required for troubleshooting the issue is automatically collected by SupportAssist Enterprise and sent securely to Dell Technical Support. The collected data helps Dell Technical Support to provide you an enhanced, personalized, and efficient support experience. SupportAssist Enterprise capability also includes a proactive response from Dell Technical Support to help you resolve the issue.

NOTE: SupportAssist Enterprise can monitor hardware issues that occur in Dell server and Dell networking devices. For

Dell storage devices, SupportAssist Enterprise can only collect and send system information.

NOTE: SupportAssist Enterprise capabilities available for a device vary depending on the Dell service contract of the device. The primary capabilities of SupportAssist Enterprise are available only for devices with an active ProSupport,

ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contract. For a summary of the SupportAssist Enterprise capabilities and Dell service contracts, see

SupportAssist Enterprise capabilities available with Dell service contracts .

This document provides information about installing and setting up SupportAssist Enterprise to:

• Monitor devices for hardware issues

• Automatically create a support case when an issue is detected

• Collect and send system information from your devices periodically and as needed

NOTE: In this document, the term

local system

refers to the server where SupportAssist Enterprise is installed;

remote device

refers to any other device that you want SupportAssist Enterprise to monitor for hardware issues and collect system information, or to only collect system information.

Overview of supported device types

SupportAssist Enterprise is compatible with Dell server, storage, networking, and chassis devices. The following is an overview of the device types that are compatible with SupportAssist Enterprise.

NOTE: SupportAssist Enterprise may not be compatible with all device models of a supported device type. For the complete list of supported device types and device models, see the

Dell EMC SupportAssist Enterprise Version 1.0

Support Matrix

at Dell.com/ServiceabilityTools .

• Servers

– Dell’s 9th to 13th generation of PowerEdge servers

– Dell PowerEdge C Series servers

– Dell XC Series of Web-scale Hyper-converged Appliances

– Dell Datacenter Scalable Solutions

– Dell PowerVault NX devices

– Dell PowerVault DL devices

– Dell OEM-ready servers

• Storage

– Dell EqualLogic storage arrays

– Dell PowerVault MD Series storage arrays

– Dell Compellent storage arrays

– Dell network attached storage (NAS) devices

• Networking

– Dell PowerConnect switches

– Dell Force10 switches

– Dell Networking switches

– Dell Networking X-Series switches

– Dell Networking Wireless Controllers Mobility Series

• Chassis

– Dell PowerEdge FX2/FX2s

– Dell PowerEdge VRTX

– Dell PowerEdge M1000e

How SupportAssist Enterprise works

When SupportAssist Enterprise is setup and the devices to be monitored are configured correctly, SupportAssist Enterprise receives an alert whenever a hardware event occurs on any monitored device. The received alerts are filtered by using various policies to determine if the alerts qualify for creating a new support case or for updating an existing support case. All qualifying alerts are sent securely to the SupportAssist server hosted by Dell, for creating a new support case or for updating an existing support case. After the support case is created or updated, SupportAssist Enterprise collects system information from the device that generated the alert and sends the information securely to Dell. The system information is used by Dell Technical Support to troubleshoot the issue and provide an appropriate solution.

You can also use SupportAssist Enterprise to only collect and send system information from your devices to Dell. By default,

SupportAssist Enterprise automatically collects and sends system information from your devices at periodic intervals and on case creation. If required, you can also manually start the collection and upload of system information to Dell.

NOTE: To experience the automatic case creation and data collection capabilities of SupportAssist Enterprise, you must complete the registration. Without registration, you can only use SupportAssist Enterprise to manually start the collection and upload of data from your devices to Dell. For more information about the restrictions that apply when

using SupportAssist Enterprise without registration, see Using SupportAssist Enterprise without registration

NOTE: SupportAssist Enterprise does not create a support case for every alert received from a monitored device. A support case is created only for a device that has an active entitlement, and if the alert type and number of alerts received from the device match with the predefined criteria for support case creation. For more information about how

SupportAssist Enterprise processes alerts and automatically creates support cases, see the

Dell SupportAssist Alert

Policy

technical document at Dell.com/SupportAssistGroup .

NOTE: SupportAssist Enterprise sends you automatic email notifications about support cases, device status, network

connectivity status, and so on. For information about the various email notifications, see Types of email notifications .

SupportAssist Enterprise capabilities available with Dell service contracts

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

Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contracts.

NOTE: Completing the registration is a prerequisite to receive the full benefits of SupportAssist Enterprise for your Dell

devices. For information on registering SupportAssist Enterprise, see Registering SupportAssist Enterprise

Table 1. SupportAssist Enterprise capabilities and Dell service contracts

SupportAssist

Enterprise capability

Description Basic Hardware ProSupport ProSupport

Plus,

ProSupport Flex for Data Center, or ProSupport

One for Data

Center

Proactive detection of hardware failures

Predictive detection of hardware failures*

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

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

Automated data collection

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

Automated support case creation

When a hardware failure is detected either proactively or predictively, a Service Request is automatically created with Dell Technical

Support.

Automated email notification

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

SupportAssist Enterprise contacts.

Proactive response from

Dell Technical Support

A Dell Technical Support agent contacts you proactively about the support case and helps you resolve the issue.

Proactive parts dispatch Based on examination of the collected system information, if the Dell Technical Support agent determines that a part needs to be replaced to resolve the issue, a replacement part is dispatched to you with your consent.

ProSupport Plus reporting

Data collected periodically by SupportAssist

Enterprise enables Dell to provide you an insight into your company’s as-maintained environment configuration with proactive firmware recommendations and other reports.

NOTE: SupportAssist Enterprise also detects hardware issues in devices with a Dell Basic Hardware service contract.

However, a support case is not created automatically for devices with a Basic Hardware service contract.

* Predictive detection of hardware failures is applicable only for the hard drives, backplanes, and expanders of Dell’s 12th and 13th generation of PowerEdge servers that have PowerEdge RAID Controller (PERC) Series 5 to 9. Predictive detection of hardware failures is available only when SupportAssist Enterprise is configured to periodically collect and send system information from your devices to Dell.

Data collected by SupportAssist Enterprise

SupportAssist Enterprise continually monitors the configuration data and usage information of managed Dell hardware and software.

While Dell does not anticipate accessing or collecting personal information, such as your personal files, web-browsing history, or cookies in connection with this program, any personal data inadvertently collected or viewed will be treated in accordance with the

Dell Privacy Policy available for review at Dell.com/privacy .

The information encrypted in the data log sent to Dell contains the following categories of data:

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

• Software configuration for servers — Operating system and installed applications

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

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

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

You can also access and view the data collected by SupportAssist Enterprise. For information on viewing the collected data, see

Viewing the collected system information

By default, SupportAssist Enterprise collects data from all devices, irrespective of the service contract of the devices, and sends the data securely to Dell. The collection of data is staggered, and the data is collected from 10 devices at a time. For information about the default frequency of data collection, see

Default schedule for collection of system information

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

information on excluding the collection of certain data, see Enabling or disabling the collection of identity information

and

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

NOTE: For more information about the data collected by SupportAssist Enterprise and how the collected data is used by

Dell, see the

Dell SupportAssist: Security Considerations

technical document at Dell.com/SupportAssistGroup .

Getting started with SupportAssist Enterprise

Dell EMC SupportAssist Enterprise automates technical support from Dell for your Dell devices. Depending on your requirement, you can install and set up SupportAssist Enterprise to automate technical support for one or more of your devices.

Setting up SupportAssist Enterprise for the local system

Installing SupportAssist Enterprise enables you to start the collection and upload of system information from the local system (server where SupportAssist Enterprise is installed). To allow SupportAssist Enterprise to monitor the local system for hardware issues, you must complete the registration and perform additional tasks.

To set up SupportAssist Enterprise for the local system:

Download the SupportAssist Enterprise installation package. See Downloading the SupportAssist Enterprise installation package .

Review the requirements for installing SupportAssist Enterprise. See Minimum requirements for installing and using

SupportAssist Enterprise .

Perform one of the following:

•

Install SupportAssist Enterprise. See Installing SupportAssist Enterprise

•

If you are already using Dell SupportAssist for Servers, migrate to SupportAssist Enterprise. See Migrating to SupportAssist

Enterprise .

(Optional) Complete the registration of SupportAssist Enterprise. See

Registering SupportAssist Enterprise .

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

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

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

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

Configure the SNMP settings of the local system. See

Configuring SNMP settings by using SupportAssist Enterprise .

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

Enabling or disabling monitoring of a device .

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

Viewing and updating the contact information

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:

Ensure that you have completed the steps listed in Basic setup

(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

Add devices in SupportAssist Enterprise. See Adding devices

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

Enterprise. See

Configuring the SMTP server settings .

Evaluating SupportAssist Enterprise

SupportAssist Enterprise has several configuration settings that you can enable or disable to evaluate the monitoring and data 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 monitoring of a device

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 Enabling or disabling device-level maintenance mode .

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 data 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 data collected by

SupportAssist Enterprise from devices, see

Data collected by SupportAssist Enterprise

You can also view the data 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 data 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 all 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 .

•

You can disable the periodic collection of system information from some specific devices. See Disabling the periodic collection of system information from specific devices

• 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

NOTE: In most cases, part or all of the data collected by SupportAssist Enterprise is required by Dell Technical Support to properly diagnose issues and provide an appropriate resolution. To receive the full benefits of SupportAssist

Enterprise, you must enable all the data 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 Dell 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

Visit Dell.com/SupportAssist .

The Dell SupportAssist portal is displayed.

In the Available Versions section, click the Learn More link that is displayed under SupportAssist for servers, storage and networking .

The SupportAssist for servers, storage and networking page is displayed.

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 Windows Management Server link.

• For the Linux installation package, click the Linux Management Server link.

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

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.

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 — data collection only or both monitoring and data collection

You can install SupportAssist Enterprise on any Dell PowerEdge server (9th to 13th generation).

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

SupportAssist Enterprise.

Table 2. Hardware requirements

Hardware

Processor

For data collection only from a single device

For monitoring and data collection from up to 20 devices

For monitoring and data collection from up to 100 devices

For monitoring and data collection from up to 300 devices

1 core

Installed memory (RAM) 4 GB

2 cores

4 GB

4 cores

8 GB

4 cores

8 GB

Hard drive (free space) 1 GB 4 GB 12 GB 32 GB

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.

Software requirements

You can install SupportAssist Enterprise on a Dell PowerEdge server running a 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 be installed only on 64-bit operating systems.

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

• Windows Server 2008 SP2 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

• Small Business Server 2008 Essentials and Standard

• Small Business Server 2011 Essentials and Standard

NOTE: In Windows Server 2016, ensure that you select Internet Explorer as the default browser for opening

SupportAssist Enterprise.

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

NOTE: Installation of SupportAssist Enterprise is not supported on Server Core and Windows Server 2016 Nano Server.

Linux operating systems

• Red Hat Enterprise Linux 7.

• Red Hat Enterprise Linux 6.

• Red Hat Enterprise Linux 5.

• CentOS 7.

• CentOS 6.

• Novell SUSE Linux Enterprise Server 12 SP1

• SUSE Linux Enterprise Server 12

• SUSE Linux Enterprise Server 11 SP4

• SUSE Linux Enterprise Server 10 SP4

• Oracle Linux 7.

• Oracle Linux 6.

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

NOTE: SupportAssist Enterprise is not supported on Microsoft Edge web browser.

NOTE: On Linux operating systems, SupportAssist Enterprise can also be viewed using the native web browser version.

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.

• 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.

– 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.

135

162

443

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

Table 3. 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

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 Windows Management Instrumentation (WMI) communication

For receiving alerts (SNMP traps) from remote devices

1311

5700

Out

5701, 5702, 5703, and 5704

9099

61616

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

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 4. 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 iDRAC

443

1311

443

161

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 forwarding alerts (SNMP traps) to the local system

EqualLogic

PowerVault

161

2463

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

Device Type

Compellent

Fluid File System

(FluidFS)

Networking

Chassis

161

Port

443

Usage

For adding the device and to collect system information

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

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

Installing SupportAssist Enterprise

You can install SupportAssist Enterprise on a server running a supported Windows or Linux operating system. The following sections provide the instructions to install SupportAssist Enterprise on Windows and Linux operating systems.

NOTE: For SupportAssist Enterprise installation on Linux operating systems only: When SupportAssist Enterprise is installed on a server running a Linux operating system, SupportAssist Enterprise can monitor the local system, remote servers running a supported Linux operating system, and other device types. Monitoring remote servers running any other operating system is only possible if you add the iDRAC of the server in SupportAssist Enterprise. For information

on adding the iDRAC of a server, see Adding an iDRAC

Installing SupportAssist Enterprise (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

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.

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.

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

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

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.

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 .

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 experience the full benefits of SupportAssist Enterprise.

Installing SupportAssist Enterprise (Linux)

Prerequisites

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

Downloading the SupportAssist

Enterprise installation package

• 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 (Linux only)

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

Steps

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

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

Perform one of the following:

• Type chmod 744 supportassist_1.x.x.bin and press Enter.

• Type chmod +x supportassist_1.x.x.bin and press Enter.

Type ./supportassist_1.x.x.bin and press Enter.

The Welcome to the SupportAssist Enterprise Installer message is displayed.

To continue, type c .

The SupportAssist Enterprise License Agreement is displayed.

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

After the installation is completed, the SupportAssist Enterprise login page opens in a web browser window.

Figure 2. Login page

instructions to access SupportAssist Enterprise, see Opening the SupportAssist Enterprise user interface .

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

NOTE: 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

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 experience the full benefits of SupportAssist Enterprise.

Installing SupportAssist Enterprise in silent mode (Linux)

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 (Linux only)

•

The system must meet the requirements for installing SupportAssist Enterprise. See Minimum requirements for installing and using SupportAssist Enterprise

Steps

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

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

Perform one of the following:

• Type chmod 744 supportassist_1.x.x.bin and press Enter.

• Type chmod +x supportassist_1.x.x.bin and press Enter.

Type ./supportassist_1.x.x.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 experience the full benefits of SupportAssist Enterprise.

Migrating to SupportAssist Enterprise

If you are already using Dell SupportAssist for Servers, you can migrate to SupportAssist Enterprise. When you migrate to

SupportAssist Enterprise, the devices, cases, collections, user groups, and settings are migrated. Before you migrate, download the

SupportAssist Enterprise Windows or Linux installer package depending on the operating system installed on the server. The following sections provide the information required to migrate from SupportAssist for Servers to SupportAssist Enterprise.

NOTE: If auto update is enabled in SupportAssist for Servers version 1.2 or 1.3, you may be automatically migrated to

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

Opening the SupportAssist Enterprise user interface .

Migrating to SupportAssist Enterprise (Windows)

If you have SupportAssist for Servers version 1.2 or 1.3 installed, you can migrate to SupportAssist Enterprise.

Prerequisites

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

Downloading the SupportAssist

Enterprise installation package .

Steps

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

Open File - Security Warning dialog box to proceed.

The Dell SupportAssist Enterprise - InstallShield Wizard window is displayed.

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.

Click Upgrade .

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

Click Finish .

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

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

The SupportAssist Enterprise Devices page is displayed. Devices that you added in SupportAssist for Servers are displayed in the Devices page.

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

SupportAssist Enterprise user interface .

Migrating to SupportAssist Enterprise (Linux)

If you have SupportAssist for Servers version 1.2 or 1.3 installed, you can migrate to SupportAssist Enterprise.

Prerequisites

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

Enterprise installation package .

Steps

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

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

Perform one of the following:

• Type chmod 744 supportassist_1.x.x.bin and press Enter.

• Type chmod +x supportassist_1.x.x.bin and press Enter.

Type ./supportassist_1.x.x.bin and press Enter.

NOTE: If you want to upgrade SupportAssist Enterprise silently, type ./supportassist_1.x.x.bin silent and press Enter.

The Welcome to the SupportAssist Enterprise Installer message is displayed.

To continue, type c .

The SupportAssist Enterprise License Agreement is displayed.

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

After the installation is completed, the SupportAssist Enterprise login page opens in a web browser window.

instructions to access SupportAssist Enterprise, see Opening the SupportAssist Enterprise user interface .

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:

NOTE: 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

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 Devices page is displayed.

Using SupportAssist Enterprise without registration

Registration of SupportAssist Enterprise is a prerequisite to experience 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 5. Availability of capabilities or features without registration

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

• Add devices

• Manually start the collection and upload of system information to Dell

• Monitor devices for hardware issues

• Automatic case creation on issue detection

• Scheduling automated periodic data collection

• View support cases that are open for your devices

• Opt-in or opt-out from receiving ProSupport Plus Server

Recommendation Report by email

• Update contact details

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

The Dell 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 Dell 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

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.

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.

Figure 3. Registration page

On the Registration page, provide the following information:

• Name — The name must contain one or more printable characters, and must not exceed 256 characters.

• Country/Territory — Select your country or territory.

• First Name — The first name can contain letters, quotation marks [ ’ ], periods [ . ], spaces, and must not exceed 50 characters.

• Last Name — The last name can contain letters, quotation marks [ ’ ], periods [ . ], spaces, and must not exceed 50 characters.

• Phone Number — The phone number must contain a minimum of 9 characters and must not exceed 50 characters. The phone number can be provided in the international format, including special characters such as + and –.

• Alternate Phone Number — Optional, with the same requirements as the Phone Number .

• Email Address — Provide the email address in the [email protected] format. It must contain a minimum of five characters and not exceed 50 characters.

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 .

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.

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.

Next steps

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

Install or upgrade Dell OpenManage Server Administrator (OMSA) on the local system. See

Installing or upgrading OMSA by using SupportAssist Enterprise .

Configure the SNMP settings of the local system. See Configuring SNMP settings by using SupportAssist Enterprise

Enable SupportAssist Enterprise to monitor hardware issues that may occur on the local system. See Enabling or disabling monitoring of a device

• 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 Setting up an SELinux enabled system to receive alerts

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

Adding devices .

• (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

Configuring the SMTP server settings .

• (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 .

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 the following operating systems:

• Red Hat Enterprise Linux 6 or 7

• CentOS 6 or 7

• Oracle Enterprise Linux 6 or 7

Steps

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

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 };

Save the policy file.

Browse to the folder where you saved the policy file.

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

and press Enter.

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

and press Enter.

Type semodule -i supportassistpolicy.pp

and press Enter.

Opening the SupportAssist Enterprise user interface

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:

– If the server is running a Windows operating system, double-click the Dell SupportAssist Enterprise desktop icon.

– Open a web browser and type the address in the following format:

http://localhost:9099/SupportAssist

• 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 is 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 is 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

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 .

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.

Logging out of SupportAssist Enterprise

Click the

user name

link that is displayed at the top-right of the SupportAssist Enterprise header area.

In the menu that is displayed, click Logout .

The SupportAssist Enterprise login page is displayed.

Adding devices

Adding devices prepares Dell EMC 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 manually 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

Dell EMC SupportAssist Enterprise Version 1.0 Support Matrix

at Dell.com/ServiceabilityTools .

You can add devices 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

Device types and applicable devices

While adding a device 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.

NOTE: SupportAssist Enterprise may not be compatible with all device models of a supported device type. For the complete list of supported device types and device models, see the

Dell EMC SupportAssist Enterprise Version 1.0

Support Matrix

at Dell.com/ServiceabilityTools .

Table 6. Selecting a device type

Device Type

Chassis

Devices that you can add

• Dell PowerEdge M1000e

• Dell PowerEdge VRTX

• Dell PowerEdge FX2/FX2s

Fluid File System (FluidFS) iDRAC

• Dell EqualLogic with FluidFS

• Dell PowerVault with FluidFS

• Dell Compellent FS with FluidFS

Dell's 12th and 13th generation of PowerEdge servers

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

Networking

• Dell PowerConnect

• Dell Force10

• Dell Networking

• Dell Networking X-Series switches

• Dell Networking Wireless Controllers Mobility Series

Device Type

Peer Storage (PS) / EqualLogic

PowerVault

Server / Hypervisor

Storage Center (SC) / Compellent

Devices that you can add

Dell EqualLogic PS Series storage arrays

Dell PowerVault MD series storage arrays

Dell's 9th to 13th 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.

Dell Compellent SC Series storage 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

• Storage Center (SC) / Compellent

Adding a server or hypervisor

Prerequisites

•

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

• 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.

– Port 22 and 443 must be open on the device.

• 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 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

Click Devices .

The Devices page is displayed.

Click Add Devices .

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

From the Device Type list, select Server / Hypervisor .

Figure 4. Add single device window

Type the IP address or host name 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.

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

The name 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.

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.

NOTE: 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.

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.

Click Next .

The Device Credentials page is displayed.

Type the administrator or root user name and password of the device in the appropriate fields and click Next .

NOTE: 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

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.

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 predefined device groups, see

Predefined device groups

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.

CAUTION: If the SNMP settings of the device is 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:

• When SupportAssist Enterprise is configuring the SNMP settings, the device displays a

• When SupportAssist Enterprise is installing or upgrading OMSA, the device displays an

Configuring SNMP status.

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 More 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:

Ensure that all prerequisites for adding the device are met.

Revalidate the device. See

Revalidating a device

Related links

Add Single Device

Adding an iDRAC

Prerequisites

•

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

• The device must be a 12th or 13th generation Dell PowerEdge server (iDRAC7 or iDRAC8). 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.

• 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 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 and 13th 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.

Steps

Click Devices .

The Devices page is displayed.

Click Add Devices .

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

From the Device Type list, select iDRAC .

Type the IP address or host name 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.

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

The name 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.

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.

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.

Click Next .

The Device Credentials page is displayed.

Type the iDRAC administrator user name and password in the appropriate fields and 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.

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 predefined device groups, see

Predefined device groups

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.

CAUTION: If the SNMP settings of the device is 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 Configuring SNMP status. After the configuration of SNMP settings are completed, the device status changes to status in the Devices page.

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

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 More 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 system and the iDRAC. For instructions to add the server, see

Adding a server or hypervisor . 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:

Ensure that all prerequisites for adding the device are met.

Revalidate the device. See

Revalidating a device

Related links

Add Single Device

Adding a chassis

Prerequisites

•

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

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

• Ports 22 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 data from Dell chassis. The chassis that you can add in

SupportAssist Enterprise are:

• Dell PowerEdge FX2/FX2s

• Dell PowerEdge VRTX

• Dell PowerEdge M1000e

Steps

Click Devices .

The Devices page is displayed.

Click Add Devices .

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

From the Device Type list, select Chassis .

Type the IP address or host name 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.

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

The name 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.

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.

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 .

Click Next .

The Device Credentials page is displayed.

Type the chassis administrator user name and password in the appropriate fields and 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.

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 predefined device groups, see

Predefined device groups

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

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

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

Ensure that all prerequisites for adding the device are met.

Revalidate the device. See

Revalidating a device

Related links

Add Single Device

Adding a Dell Networking device

Prerequisites

•

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

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

• Port 22 or 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 data 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

Click Devices .

The Devices page is displayed.

Click Add Devices .

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

From the Device Type list, select Networking .

Type the IP address or host name 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.

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

The name 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.

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

NOTE: If the registration is completed, by default, the Enable Monitoring option is selected.

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 .

Click Next .

The Device Credentials page is displayed.

Type the user name, password, enable password, and community string of the device in the appropriate fields and 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.

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 predefined device groups, see

Predefined device groups

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

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 Manually configuring the alert destination of a networking device

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

Ensure that all prerequisites for adding the device are met.

Revalidate the device. See

Revalidating a device

Related links

Add Single Device

Adding a PowerVault MD Series storage array

Prerequisites

•

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

• 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 data from the PowerVault MD Series storage arrays. By adding a PowerVault device, you will be able to collect data on demand and after deployment. You can perform the following steps to add a PowerVault MD Series storage array.

Steps

Click Devices .

The Devices page is displayed.

Click Add Devices .

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

From the Device Type list, select PowerVault .

Type the IP address or host name 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.

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

The name 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.

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.

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 predefined device groups, see

Predefined device groups

Click Finish .

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

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:

Ensure that all prerequisites for adding the device are met.

Revalidate the device. See

Revalidating a device

Related links

Add Single Device

Adding a Dell EqualLogic PS Series storage array

Prerequisites

•

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

• 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 data from the EqualLogic PS Series storage arrays. By adding a Dell EqualLogic device, you will be able to collect data on demand and after deployment. You can perform the following steps to add an EqualLogic PS Series storage array.

Steps

Click Devices .

The Devices page is displayed.

Click Add Devices .

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

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

Type the IP address or host name of the EqualLogic group in the appropriate field.

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

The name 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.

Click Next .

The Device Credentials page is displayed.

Type the user name, password, and community string of the EqualLogic group in the appropriate fields and 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.

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 predefined device groups, see

Predefined device groups

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:

Ensure that all prerequisites for adding the device are met.

Revalidate the device. See

Revalidating a device

Related links

Add Single Device

Adding a Dell Compellent SC Series storage solution

Prerequisites

•

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

• 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 data from the Dell Compellent SC Series storage solutions. By adding a Dell Compellent device, you will be able to collect data on demand and after deployment. You can perform the following steps to add a Dell

Compellent SC Series storage solution.

Steps

Click Devices .

The Devices page is displayed.

Click Add Devices .

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

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

Type the IP address or host name 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.

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

The name 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.

Click Next .

The Device Credentials page is displayed.

Type the user name and password of the device in the appropriate fields and 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.

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 predefined device groups, see

Predefined device groups

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:

Ensure that all prerequisites for adding the device are met.

Revalidate the device. See

Revalidating a device

Related links

Add Single Device

Adding a Dell Fluid File System (FluidFS) NAS device

Prerequisites

•

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

• 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 data from a Dell Fluid File System (FluidFS) network attached storage (NAS) device. By adding a FluidFS NAS device, you will be able to collect data on demand and after deployment. You can perform the following steps to add a FluidFS NAS device. The FluidFS NAS devices that you can add are:

• Dell Compellent

• Dell EqualLogic

• Dell PowerVault

Steps

Click Devices .

The Devices page is displayed.

Click Add Devices .

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

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

Type the IP address or host name 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.

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

The name 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.

Click Next .

The Device Credentials page is displayed.

Type the user name and password of the device in the appropriate fields and 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.

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 predefined device groups, see

Predefined device groups

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:

Ensure that all prerequisites for adding the device are met.

Revalidate the device. See

Revalidating a device

Related links

Add Single Device

Adding a device by duplication

Prerequisites

•

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

• 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 Network requirements .

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

Click Devices .

The Devices page is displayed.

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

Figure 5. Duplicate option

The device overview pane is displayed at the right side of the Devices page.

Click Duplicate .

The Duplicate Device wizard is displayed.

Type the IP address or host name 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.

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

The name 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.

Depending on the device type and your requirement, select or clear the available options, and click Next .

The Device Credentials page is displayed.

Enter the credentials of the device and 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.

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 predefined device groups, see

Predefined device groups

Click Finish .

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

10.

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:

Ensure that all prerequisites for adding the device are met.

Revalidate the device. See

Revalidating a device

Importing 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 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 300.

Steps

Click Devices .

The Devices page is displayed.

Click Add Devices .

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

Click Multiple Devices .

Figure 6. Import multiple devices window

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

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

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

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

String,Auto SNMP Config(Yes/No),Auto Push OMSA(Yes/No),Compellent UserName,Compellent

Password

Server/hypervisor,10.14.17.14,ServerA.com,Onyx,ak,,,yes,yes,,

Server/hypervisor,10.14.19.28,Rhel,root,Dell_123$,,,yes,yes,,

PowerVault,10.14.16.65,PowerVault1,,,,,yes,yes,, chassis,10.14.100.22,Enclosure,root,calvin,,,yes,yes,,

PeerStorage(PS) / Equallogic,10.94.101.236,compellent,root,admin@321,,public,yes,yes,,

Networking,10.14.26.23,Networking1,Admin,$tores1,$tores1,public,yes,yes,, iDRAC,10.14.28.18,iDRAC11,root,calvin,,,yes,yes,, iDRAC,10.14.217.205,,root,calvin,,,yes,yes,, iDRAC,10.14.217.1,,root,calvin,,,yes,yes,,

Click Browse .

The Choose file to Upload window is displayed.

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

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

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.

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 at the right side of the Devices page. 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

Predefined device groups .

• 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 is configured. For instructions to enabling monitoring, see

Enabling or disabling monitoring of a device . 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 Dell.com/idracmanuals .

– If the device is a Compellent storage 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 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

– Revalidate each device. See

Revalidating a device

• For devices notified as failed devices: a.

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

Exporting details of devices that were not imported .

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

Related links

Import Multiple Devices

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

Click Devices .

The Devices page is displayed.

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

The Save As window is displayed.

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 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 Dell.com/idracmanuals .

• If the device is a Compellent storage 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 Dell.com/storagemanuals .

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

Click Devices .

The Devices page is displayed.

In the Refine By pane, select Staging .

The devices in the Staging group are displayed.

Select the device that you want to revalidate.

Figure 9. Revalidate option

The device overview pane is displayed at the right side of the Devices page.

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 device is moved to the Default group.

Viewing cases and devices

The Dell EMC 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 received from a monitored device. A support case is created only if the alert type and number of alerts received from the device match with the criteria defined by Dell for support case creation.

Viewing all support cases

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, click Cases . A progress indicator may appear on the Cases page to indicate that SupportAssist Enterprise is in the process of updating the cache of open support cases.

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.

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

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 Dell 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.

Figure 11. 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 Dell Technical Support to stop activities related to a support case for 24 hours, if necessary. For example, you may want Dell Technical Support to suspend activities for a support case in the following scenarios:

• If you want to resolve the issue without any assistance from Dell 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 Dell Technical Support to stop activities related to a support case only if the support case was opened by SupportAssist.

Steps

Click Cases .

The Cases page is displayed.

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

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

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.

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

The Suspend case activities for 24 hours window is displayed.

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

Click OK .

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

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.

Related links

Testing the case creation capability

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

Steps

Click Cases .

The Cases page is displayed.

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

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

Select the support case that you want to resume.

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.

From the Case Options list, select Resume Activity .

The Resume Activity window is displayed.

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

Click OK .

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

Click OK .

The support case displays the appropriate status.

Related links

Testing the case creation capability

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 Dell Technical Support to close the corresponding support case.

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

SupportAssist.

NOTE: You can request Dell Technical Support to close a support case that is in any status, except the Closed and

Closure Requested status.

Steps

Click Cases .

The Cases page is displayed.

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

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

Select the support case that you want to close.

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

SupportAssist.

From the Case Options list, select Request to Close .

The Request to close the case window is displayed.

(Optional) Type your reason for requesting to close the support case.

Click OK .

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

Click OK .

The support case displays a Closure requested status.

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

Related links

Testing the case creation capability

Viewing the device inventory

To view the device inventory, click Devices .

Figure 12. 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

• 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 data collected from a device

• Add a device by duplication

Steps

Click Devices .

The Devices page is displayed.

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.

Figure 13. Device overview pane

The device overview pane is displayed.

Refining the displayed data

By default, SupportAssist Enterprise displays all devices that you have added and the support cases that are open for those devices.

You can refine the data displayed on the Devices or Cases page based on the available options. The Devices page can be refined based on the device type and device group. The Cases page can be refined based on the device type, case status, service contract, and case source.

Click Devices or Cases .

The Device or Cases page is displayed.

In the Refine by pane, select one or more options of the available options.

The displayed data is refined based on the selected options.

Filtering the displayed data

You can filter the data displayed on the Devices and Cases pages based on your preference.

Click the filter icon displayed in the column header.

The Filter Option panel is displayed.

In the Contains field, type the filtering criteria.

Click Filter .

The displayed data is filtered depending on the criteria and the column header displays the filtered icon

Clearing the data filter

You can clear the data filter you applied on the Cases and Devices pages to view all the available data.

Click the filtered icon displayed in the column header.

The filtering options are displayed.

Click Clear .

The user interface displays all the available data.

Sorting the displayed data

To sort the data displayed on the Cases and Devices pages, 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.

Checking 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 available in the device overview pane.

Steps

Click Devices .

The Devices page is displayed.

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.

From the More Tasks list, select Check for cases .

Figure 14. 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 with a blue border along the rows.

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

Figure 15. Cases for the device

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.

Device grouping

Dell EMC 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 switch)

• The individual who manages the devices (Administrator group)

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

• Physical location of the devices (shipping address)

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

After you create a device group, you can:

• Add or remove devices from the device group.

• Configure credentials 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 SupportAssist Enterprise user groups and

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 links

Viewing device groups

Creating a device group

Managing devices in a device group

Managing the credentials of a device group

Viewing and updating the contact information of a device group

Editing device group details

Deleting a device group

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 import 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:

– The iDRAC does not have an Enterprise license installed

– 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.

To view the device groups, point to Devices and click Groups .

The Device Groups page is displayed.

Figure 16. 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

Point to Devices and click Groups .

The Device Groups page is displayed.

Click Create Device Group .

The Create Group window is displayed.

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.

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 SupportAssist Enterprise user groups and

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.

NOTE: You add up to 100 devices to a device group in a single operation.

Steps

Point to Devices and click Groups .

The Device Groups page is displayed.

Select a device group.

In the Select group actions list, select Manage Devices .

The Manage Devices window is displayed.

Figure 17. Manage Devices window

To add devices to the device group, select the devices in the Default pane, and click

The selected devices are moved to the Grouped pane.

To remove devices from the device group, select the devices in the Grouped pane, and click

The selected devices are moved to the Default pane.

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

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 SupportAssist Enterprise user groups

and Granting elevated or administrative privileges to users

About this task

You can use the Manage Credentials option available in the Device Groups page to configure the credentials for the different device types within a device group.

NOTE: The device group credentials override the default credentials that you provided for adding a device in

SupportAssist Enterprise. When the device group credentials are configured:

• SupportAssist Enterprise uses the device group credentials (not the default credentials) to collect system information from the device type.

• If SupportAssist Enterprise is unable to connect to the device using the device group credentials, SupportAssist Enterprise uses the default credentials.

Steps

Point to Devices and click Groups .

The Device Groups page is displayed.

Select a device group.

In the Select group actions list, select Manage Credentials .

The Manage Credentials window is displayed.

Figure 18. Manage Credentials window

Type the user name and password for the device type highlighted in the left pane.

Click Save .

If more than one device type is included in the device group, click Next .

The next device type is highlighted in the left pane.

Repeat steps 4, 5, and step 6 until you have provided the user name and password for all device types included in the device group.

Click Close .

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

Point to Devices and click Groups .

The Device Groups page is displayed.

Select a device group.

From the Select group actions list, select Manage Contacts .

The Manage Contacts window is displayed.

If you want to use the contact information provided in the Settings → Contact Information page, select Use Default .

Select the type of contact:

• Primary

• Secondary

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

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

In the Parts Dispatch (Optional) section:

NOTE: The parts dispatch information is optional. If the Dell 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).

a. Type the address and city/town in the appropriate fields.

b. Select the country.

c. Type the state/province/region and zip/postal code in the appropriate fields.

Click Save .

Editing device group details

You can edit the name and description of a device group based on your preference.

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

Point to Devices and click Groups .

The Device Groups page is displayed.

Select a device group.

From the Select group actions list, select Edit / Delete Device Group .

The Edit / Delete Group window is displayed.

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

Point to Devices and click Groups .

The Device Groups page is displayed.

Select a device group.

From the Select group actions list, select Edit / Delete Device Group .

The Edit / Delete Group window is displayed.

Click Delete .

Understanding maintenance mode

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

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

NOTE: When a device is placed automatically in maintenance mode, an email notification is sent to your primary or secondary contact. However, you can receive the email notification for automated device-level maintenance mode only if the SMTP server (email server) settings are configured in SupportAssist Enterprise. For instructions to

configure the SMTP server settings, see Configuring SMTP server settings

• 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 globallevel 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.

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

and Granting elevated or administrative privileges to users

Steps

Point to Settings and click Preferences .

The Preferences page is displayed.

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.

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 links

Preferences

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

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

Click Devices .

The Devices page is displayed.

Select a device on the Devices page.

The device overview pane is displayed at the right side of the Devices page.

From the Tasks list, under Maintenance Mode , select Enable or Disable depending on your requirement.

Figure 19. 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.

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 Dell EMC

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 Enabling or disabling monitoring of a device

• 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 device credentials

•

Install or upgrade dependent components such as Dell OpenManage Server Administrator (OMSA). See Installing or upgrading

OMSA by using SupportAssist Enterprise

• 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 Viewing and updating the contact information .

• 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

Enabling or disabling monitoring of a device

Prerequisites

Ensure that you have completed the registration of SupportAssist Enterprise. See Registering SupportAssist Enterprise

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

Click Devices .

The Devices page is displayed.

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.

In Monitoring , select Enable or Disable depending on your requirement.

Figure 20. 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

Editing device credentials

SupportAssist Enterprise utilizes the credentials (user name and password) that you provided for adding the device—to log in to the device, collect system information, and send it securely to Dell. If the credentials of a device are changed because of your company’s security policy or for other reasons, you must ensure that the credentials of the devices are updated in SupportAssist Enterprise.

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

Click Devices .

The Devices page is displayed.

Select the device for which you want to edit the credentials.

The Edit Credentials link is enabled.

Figure 21. Edit Credentials option

Click Edit Credentials .

The Edit Credentials window is displayed with the existing device credentials. The device credentials displayed in the Edit

Credentials window may vary depending on the selected device type.

NOTE: SupportAssist Enterprise does not require you to edit or provide the credentials of the local system (server where SupportAssist Enterprise is installed). For the local system, the Edit Credentials window does not display the user name or password.

Edit the credentials of the device as required.

Click Save .

NOTE: The edited credentials are saved only if SupportAssist Enterprise is able to connect to the device by using the provided credentials.

Installing or upgrading OMSA by using SupportAssist Enterprise

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

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

Dell EMC SupportAssist Enterprise Version 1.0 Support Matrix

at Dell.com/ServiceabilityTools .

NOTE: Installation or upgrade of OMSA by using SupportAssist Enterprise is not supported on servers running the following operating systems and hypervisors:

• Oracle Enterprise Linux

• CentOS

• Citrix XenServer

• VMware ESX or ESXi

• Oracle Virtual Machine

Steps

Click Devices .

The Devices page is displayed.

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.

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 22. Install / Upgrade OMSA option

The Status column on the Devices page displays the status of the OMSA installation or upgrade.

Configuring SNMP settings by using SupportAssist Enterprise

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

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 and hypervisors:

• Oracle Enterprise Linux

• VMware ESXi

• Oracle Virtual Machine

Steps

Click Devices .

The Devices page is displayed.

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.

From the Tasks list, select Configure SNMP .

Figure 23. Configure SNMP option

The Status column on the Devices page displays the status of the SNMP configuration.

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

Point to Settings and click Contact Information .

The Contact Information page is displayed.

Select the type of contact:

• Primary

• Secondary

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.

In the Parts Dispatch (Optional) section: a. Type or edit the shipping address and city.

b. Select the country.

c. Type or edit the state/province/region and zip/postal code.

d. For Brazil only: Type the CNPJ and IE numbers.

Click Apply .

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

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

Point to Settings and click Proxy Settings .

The Proxy Settings page is displayed.

Select Use Proxy Settings .

NOTE: SupportAssist Enterprise supports Windows NT LAN Manager (NTLM) and basic proxy authentication protocols.

Type the proxy server IP address or name and port number 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.

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 corresponding fields:

• User Name — The user name must contain one or more printable characters, and not exceed 104 characters.

• Password — The password must contain one or more printable characters, and not exceed 127 characters.

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 links

Proxy Settings

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

Figure 24. Network Connectivity Test page

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.

NOTE: You can receive the connectivity status email only if you have configured the details of the SMTP server (email server) utilized by your company in SupportAssist Enterprise. See

Configuring the SMTP server settings

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

In the SupportAssist Enterprise header area, point to the

user name

link, and then click Connectivity Test .

The Status column displays the connectivity status to the dependent resources. If an Error status is displayed, click the

Error link to view a description of the problem and the possible resolution steps.

Performing the connectivity test

In the SupportAssist Enterprise header area, point to the

user name

link, and then click Connectivity Test .

The Network Connectivity Test page is displayed.

Select the tests that you want to perform.

Click Test Connectivity .

The Status column displays the result of the connectivity test. If an Error status is displayed, click the Error link to view a description of the problem and the possible resolution steps.

Related links

Network Connectivity Test

Testing the case creation capability

About this task

By default, SupportAssist Enterprise automatically verifies the case creation capability every day between 11 p.m. and 4 a.m. (time as on the server where SupportAssist Enterprise is installed). If an issue is identified during the automatic verification of the case creation flow, an alert notification email is sent to your primary and secondary contact.

NOTE: The case creation alert notification email is sent only if the SMTP server (email server) settings are configured in

SupportAssist Enterprise. See Configuring SMTP server settings

You can also 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

In the SupportAssist Enterprise header area, point to the

user name

link, and then click Test SupportAssist Enterprise .

The SupportAssist Enterprise Test page is displayed.

Select the check box for the Case Creation test.

Figure 25. Testing case creation

Click Run Tests .

The Status column displays the result of the test. If the test is successful, the Ready to Create Cases status is displayed.

NOTE: The case creation alert notification email is sent only on issue detection during the automatic verification of the case creation capability. No alert email notification is sent even if an issue is detected when you run the case creation test manually.

Related links

Test SupportAssist Enterprise

Clearing the System Event Log (SEL)

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

Click Devices .

The Devices page is displayed.

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.

Figure 26. Clear System Event Log option

The device overview pane is displayed at the right side of the Devices page.

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 updating this file, 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 updating this file, SupportAssist Enterprise will be able to connect to, and collect data from more device models.

By default, automatic update is enabled for the SupportAssist Enterprise application, policy files, and product support files. 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 — C:\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

and Granting elevated or administrative privileges to users

Steps

Point to Settings and click Preferences .

The Preferences page is displayed.

In Automatically update the following features in SupportAssist Enterprise , select or clear the options that you want to enable or disable.

Click Apply .

Related links

Preferences

Deleting a 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 delete a device 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.

Steps

Click Devices .

The Devices page is displayed.

Select the device that you want to delete.

Click Delete .

Figure 27. Delete option

The Confirm Device Deletion window is displayed.

Click Yes .

The device is deleted from the Devices page.

NOTE: When a device is deleted, the credentials of the device are deleted immediately from SupportAssist

Enterprise. However, 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.

Opting in or opting out from ProSupport Plus server recommendation report 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

• Ensure that you have completed the registration of SupportAssist.

• The local system must have internet connectivity for uploading the collected system information to Dell.

About this task

The ProSupport Plus server recommendation reports provide an overall health assessment of your Dell servers by comparing the

BIOS, firmware, and selected device drivers with the Dell recommended versions. SupportAssist Enterprise provides you an option to either opt in or opt out from receiving Dell ProSupport Plus recommendation reports through email. When you opt in to receive the

ProSupport Plus server recommendation reports through email, you will receive the report once every month.

NOTE: The ProSupport Plus server recommendation reports are applicable only for devices with an active ProSupport

Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contract.

NOTE: The server recommendation reports are dependent on the system information that is collected and sent to Dell periodically. Therefore, you must ensure that the periodic collection of system information is enabled in SupportAssist

Enterprise. For information on enabling the periodic collection of system information, see Enabling or disabling the periodic collection of system information from all devices

Steps

Point to Settings and click Preferences .

The Preferences page is displayed.

In Recommendation Report Settings , select or clear the Automatically receive recommendation reports via email option to opt in or opt out from receiving ProSupport Plus server recommendation reports through email.

NOTE: By default, the Automatically receive recommendation reports via email option is selected.

Click Apply .

Configuring email notifications

By default, Dell EMC 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, if the SMTP server (email server) settings are configured. You can configure the email notification settings based on your preference. For example, you can:

• Disable the case creation email notification and/or select the preferred language for email notifications. See

Configuring email notification settings

• Configure SupportAssist Enterprise to send email notifications through the SMTP server (email server) utilized by your company.

See Configuring SMTP server settings

NOTE: For information about the different types of SupportAssist Enterprise email notifications, see Types of email notifications .

Configuring email notification settings

You can enable or disable automatic email notifications from SupportAssist Enterprise and also select the preferred language for email notifications.

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

Point to Settings and click Preferences .

The Preferences page is displayed.

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

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.

Click Apply .

Related links

Preferences

Configuring SMTP server settings

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 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.

NOTE: You will not receive certain device status and connectivity status email notifications in the following situations:

• The SMTP server settings are not configured in SupportAssist Enterprise.

• The SMTP server credentials (user name and password) you have provided in SupportAssist Enterprise are incorrect.

• If you have configured SupportAssist Enterprise to send email notifications over Secure Socket Layer (SSL), but the SSL certificate of the SMTP server has expired.

• The SMTP server port configured in SupportAssist Enterprise is blocked by any other application.

Steps

Point to Settings and click SMTP Settings .

The SMTP Settings page is displayed.

Select Enable Email Notification .

Provide the following information in the corresponding fields:

• Host Name/IP address — the host name or the IP address of the SMTP server

• Port — the port number of the email server

If the SMTP server requires authentication for sending emails, select Requires authentication .

Type the user name and password in the corresponding fields.

To send email notifications securely, select Use SSL .

Click Apply .

Related links

SMTP Settings

Types of email notifications

The following table provides a summary of the different types of email notifications that are sent by SupportAssist Enterprise.

Table 7. Types of email notifications

Email notification type

Registration confirmation and welcome email

When the email notification is sent

After the Registration step of the

SupportAssist Enterprise Registration

Wizard is completed successfully.

Origin of the email notification

SupportAssist server hosted by Dell

Case created

Unable to create a case

Unable to collect system information

Unable to send the collected system information to Dell

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.

SupportAssist server hosted by Dell

After a support case is created automatically for a device, but

SupportAssist Enterprise is unable to collect system information from the device.

SupportAssist server hosted by Dell

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.

SupportAssist server hosted by Dell

Email notification type

Inactive notification

Connectivity test alert

Automatic maintenance mode

Device status alert

Case creation connectivity alert

When the email notification is sent

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

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.

SupportAssist Enterprise application

If an alert storm received from a device has resulted in SupportAssist Enterprise placing the device automatically in maintenance mode.

SupportAssist Enterprise application

At 5 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

Between 11 p.m. and 4 a.m. each day

(date and time as on the server where

SupportAssist Enterprise is installed).

NOTE: The case creation connectivity alert notification is sent only if an issue is detected with connectivity to dependent resources.

SupportAssist Enterprise application

NOTE: Email notifications originating from the SupportAssist server hosted by Dell can be received only if the Receive email notification when a new support case is opened option is selected. See

Configuring email notification settings

NOTE: Email notifications originating from the SupportAssist Enterprise application can be received only if the SMTP server (email server) settings are configured in SupportAssist Enterprise. See

Configuring SMTP server settings .

Configuring data collection settings

By default, when registration is complete, Dell EMC 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. If required, you can configure the data collection options based on your preference. For example, you can:

•

Disable the automatic collection of system information from devices when a support case is created or updated. See Enabling or disabling the automatic collection of system information on case creation .

• Disable the periodic collection of system information from all devices. See

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

•

Customize the schedule for periodic collection of system information. See Customizing the schedule for periodic collection of system information

•

Disable the periodic collection of system information from specific devices. See Disabling the periodic collection of system information from specific 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

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.

• 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

Network requirements

• 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

Configuring sudo access for SupportAssist Enterprise (Linux)

* 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.

• The local system must have internet connectivity for uploading the collected system information to Dell.

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

and Granting elevated or administrative privileges to users

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

Point to Settings and click Preferences .

The Preferences page is displayed.

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.

Click Apply .

Related links

Preferences

Enabling or disabling the periodic collection of system information from all 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

By default, SupportAssist Enterprise collects system information from all monitored devices at periodic intervals and sends it securely to Dell. 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 server recommendation report by email, periodic collection of system information must be enabled.

NOTE: If you do not want SupportAssist Enterprise to collect system information from a specific device type, you can disable scheduling for that specific device type through the Collection Schedules page. For more information, see

Disabling the periodic collection of system information from specific devices

Steps

Point to Settings and click Preferences .

The Preferences page is displayed.

In Automatically collect system state information , depending on your requirement, select or clear the On a regular schedule as specified in Collection Schedules option.

NOTE: By default, the On a regular schedule as specified in Collection Schedules option is selected.

Click Apply .

Related links

Preferences

Customizing the schedule for periodic collection of system information

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

• Ensure that the On a regular schedule as specified in Collection Schedules option is selected in the Preferences page.

About this task

By default, SupportAssist Enterprise is scheduled to collect system information from all monitored devices at periodic intervals and send it securely to Dell. For information about the default frequency for collection of system information, see

Default schedule for collection of system information

. If required, you can customize the schedule for periodic collection of system information from devices based on your preference.

NOTE: The performance of the server where SupportAssist Enterprise is installed may be affected when running periodic collections on a large number of devices. Therefore, Dell recommends that you schedule the periodic collection during off-peak hours.

Steps

Point to Settings and click Collection Schedules .

The Collection Schedules page is displayed.

From the Device Type list, select a device type for which you want to configure the periodic collection schedule.

From the Recurs Every list, select the frequency of collection.

NOTE: If you want to disable the periodic collection for the selected device type, from the Recurs Every list, select

None.

In the Specify day and time fields, select an appropriate schedule.

Repeat steps 2 to step 4 until you have scheduled the periodic collection of system information for all device types.

Click Apply .

Related links

Collection Schedules

Default schedule for collection of system information

By default, SupportAssist Enterprise automatically collects and sends system information from your devices to Dell at periodic intervals and also when a support case is created. The following table provides the default schedule for the collection of system information from various device types.

Table 8. Default collection schedule

Device type

Chassis

Default collection schedule

Monthly; First Monday of the month at 12:00 AM

Fluid File System (FluidFS) iDRAC

Networking

Peer Storage (PS) / EqualLogic

PowerVault

Monthly; First Monday of the month at 12:00 AM

Device type

Server / Hypervisor

Storage Center (SC) / Compellent

Default collection schedule

Monthly; First Monday of the month at 12:00 AM

Disabling the periodic collection of system information from specific 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

By default, SupportAssist Enterprise collects system information from all your devices at periodic intervals and sends it securely to

Dell. If required, you can disable the periodic collection of system information from devices of a specific type. For example, you can disable the periodic collection of system information from all your Dell servers.

NOTE: Disabling the collection schedule for a specific device type only disables the periodic collection of system information from those devices. It does not disable SupportAssist Enterprise from collecting and sending the system information to Dell, if a support case is opened for those devices.

Steps

Point to Settings and click Collection Schedules .

The Collection Schedules page is displayed.

From the Device Type list, select a device type for which you want to disable the periodic collection schedule.

From the Recurs Every list, select None .

Click Apply .

The following message is displayed Collection scheduling is turned off for the current Device Type.

Enabling or disabling the collection of identity information

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 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 Dell 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

Point to Settings and click Preferences .

The Preferences page is displayed.

In Identification Information Settings , depending on your requirement, select or clear the Include identification information in data sent to Dell option.

NOTE: By default, the Include identification information in data sent to Dell option is selected.

NOTE: If you clear the Include identification information in data sent to Dell option, the settings for collection of logs, diagnostic data, and support data are also cleared automatically. Therefore, logs and diagnostic data are not sent to Dell when you disable sending the identity information.

NOTE: If you have disabled the collection of identity information from devices, the identity information is replaced by tokenized values in the collected data. The tokenized values are represented as TOKEN

n

—for example, TOKEN0,

TOKEN1, or TOKEN2.

Click Apply .

Related links

Preferences

Enabling or disabling the collection of software information and the system 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

By default, the data 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

Point to Settings and click Preferences .

The Preferences page is displayed.

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

Dell SupportAssist

Enterprise Version 1.0 Reportable Items

document at Dell.com/ServiceabilityTools .

Click Apply .

Viewing collections

Dell EMC SupportAssist Enterprise collects system information from each device 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 configured collection schedule. For information on the default collection schedule, see

Default schedule for collection of system information .

• 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 Dell Technical Support, you can initiate the collection of system information from one or more devices at any time.

NOTE: By default, SupportAssist Enterprise collects data periodically and on case creation only when 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 in a secured database on the server where SupportAssist Enterprise is installed. You can access the collected system information from the Devices or Collections page. The data available in a collection is displayed in the

Configuration Viewer that is available in SupportAssist Enterprise.

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 data collected from storage devices with Fluid File

System (FluidFS).

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. To view a collection from a specific device, select the device and then select a collection from the device overview pane.

Steps

Click Devices .

The Devices page is displayed.

Select the device for which you want to view collections.

The device overview pane is displayed at the right side of the Devices page.

From the Collections list, select a collection date and time.

Figure 28. Selecting a collection

If the device is a server, the Configuration Viewer is displayed in a new web browser window. For storage, networking, or chassis, you are prompted to save the collection as a .zip file. To view the collection, you can 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. From the list of collections, you can select any available collection that you want to view. You can 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-dd_unique identifier_collection name

Steps

Click Collections .

The Collections page is displayed.

Select a collection that you want to view.

Figure 29. View Collection option

The collection overview pane is displayed.

Click View Collection (server only) or Download Collection (storage, networking, chassis, and multiple device).

If the collection is from a server, the Configuration Viewer is displayed in a new web browser window. For collections from storage, networking, chassis, and multiple devices, you can download and save the collection as a .zip file. To view the collection, you can extract the .zip file and click the index.html file.

Configuration Viewer

The Configuration Viewer enables you to view the data 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 data 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 data collection settings in SupportAssist Enterprise at the time of the collection

• Summary of errors that were detected in the collected data

• Brief information about the device

The layout of the Configuration Viewer is as follows:

User interface Description

Left pane

Divider

Right pane

Displays the various categories and sub categories of data 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 data 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 30. Configuration Viewer

n

—for example, TOKEN0,

TOKEN1, or TOKEN2.

NOTE: For a list of items that may be reported in the collected data, see

Items reported in periodic collections from servers .

NOTE: The Configuration Viewer does not support viewing the data 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.

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

Structured logs

Description

Contain application logs, Embedded Server Management (ESM) 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.

Log types

Unstructured logs

Description

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 Unstructured Logs category, the configuration viewer displays the list of available unstructured logs.

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 data 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 data for a periodic collection from servers.

NOTE: Data in a collection that is performed due a support case creation and a manually-initiated collection is more detailed in comparison with the data collected in a periodic collection. For the complete list of items that are collected by

SupportAssist Enterprise, see the

Dell SupportAssist Enterprise Version 1.0 Reportable Items

document at Dell.com/

ServiceabilityTools .

NOTE: Data 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 9. 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

Device added in

SupportAssist Enterprise with the Device Type as iDRAC

Memory

Memory Array

Memory Operating Mode

Memory Redundancy

Slot

Controller

Connector

PCIe-SSD-Extender

Enclosure

Array Disk

Items reported

Intrusion Switch

Hardware Log

Main Chassis

Additional Information

Modular Enclosure Information

Firmware

Processor

Fan

Device added in SupportAssist Enterprise with Device Type as Server / Hypervisor

OMSA is installed on the device

OMSA is not installed on the device

Device added in

SupportAssist Enterprise with the Device Type as iDRAC

Fan Redundancy

Temperature

Voltage

Power Supply

Power Supply Redundancy

Network

IPv4 Address

IPv6 Address

Network Team Interface

Interface Member

Remote Access Device

DRAC Information

Serial Over LAN Configuration

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

Device added in

SupportAssist Enterprise with the Device Type as iDRAC

IPv6 Detail

User Setting

User Information iDRAC User Privilege

DRAC User Privilege

Serial Port Configuration

NIC Configuration

Component Detail

Controller TTY Log

Operating System

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 data 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

Click Collections .

The Collections page is displayed.

Select a multiple device collection that you want to view.

Figure 31. Download Collection option

The collection overview pane is displayed.

Click Download Collection .

You are prompted to open or save the collection file.

Save the collection file.

Extract the multiple device collection .zip file.

Open the folder where you extracted the collection file.

Double-click the index.html file.

The multiple device configuration viewer opens in a new web browser window. You can view data 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 data from a server

• Storage — If the collection includes data from a storage device

• Networking — If the collection includes data from a network device

• Chassis — If the collection includes data from a chassis

To access the data collected from a specific device, point to the device type tab and click the device from the menu that is displayed. The data collected from a device is displayed as categories and subcategories. Click a category to expand or collapse the category. The data 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.

Figure 32. Multiple device configuration viewer

NOTE: The Configuration Viewer does not support viewing the data collected from storage devices with Fluid File

System (FluidFS).

Using SupportAssist Enterprise to collect and send system information

Dell EMC 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

Dell EMC SupportAssist Enterprise Version 1.0 Support Matrix

at Dell.com/ServiceabilityTools .

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

Install SupportAssist Enterprise. See Installing SupportAssist Enterprise

(Optional) Register SupportAssist Enterprise. See Registering SupportAssist Enterprise

SupportAssist Enterprise is now ready to collect system information from the local system.

Add each remote device in SupportAssist Enterprise. See

Adding devices .

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 Setting up SupportAssist Enterprise for collecting and sending system information .

•

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

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 Dell Technical Support.

Steps

Click Devices .

The Devices page is displayed.

Select the local system or a remote device from which you want to collect system information.

The Start Collection link is enabled.

Figure 33. Starting a collection from a single device

Click Start collection .

Figure 34. 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.

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: You can select up to 30 devices per multiple device collection.

Steps

Click Devices .

The Devices page is displayed.

Select the devices from which you want to collect system information.

The Start Collection link is disabled when you select more than one device.

From the Collection Purpose list, select a reason for the collection.

The Start Collection link is enabled.

Click Start Collection .

Figure 35. Starting a multiple device collection

The Multiple Device Collection window is displayed.

(Optional) Type a name for the collection bundle, support case number, and the name or email address of the Dell Technical

Support contact.

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 on the local system (server where

SupportAssist Enterprise is installed). You can upload the collection bundle at a later time through the Collections page.

Click OK .

Figure 36. 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.

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.

Steps

Click Collections .

The Collections page is displayed.

Select a collection that you want to upload and click Upload .

Figure 37. 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 does not have internet connectivity, you can choose to manually upload collections to Dell.

Steps

Perform a collection from the device. See Starting the collection of system information from a single device .

Access the collection file by using one of the following methods:

• For collections from a storage, networking, chassis, or multiple device only — In the Collections page, select the collection and in the collection overview pane, click Download File .

• If SupportAssist Enterprise is installed on a Windows operating system — Navigate to C:\Program Files\Dell\SupportAssist

\reports and locate the collection .zip file.

• If SupportAssist Enterprise is installed on a Linux operating system — Navigate to /opt/dell/supportassist/scripts/reports and locate the collection .zip file.

Copy and paste the collection .zip file to another system that has internet connectivity.

Visit https://techdirect.dell.com/fileUpload/

The Dell Technical Support File Upload page is displayed.

Type the Service Tag of the device.

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 Dell Technical Support to open a service request.

Click Choose File and browse to select the collection .zip file.

Click Submit .

SupportAssist Enterprise user groups

Dell EMC 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 10. Operating system user groups that are added to the SupportAssist Enterprise user groups

SupportAssistAdmins SupportAssistUsers Operating system where SupportAssist

Enterprise is installed

Microsoft Windows

Windows domain controller

Local Administrators

Domain Admins

Users

Domain Users

Linux root user —

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.

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 11. SupportAssist Enterprise functions and user privileges

SupportAssist Enterprise functions SupportAssistAdmins and users with elevated or administrative privileges

SupportAssistUsers and users with normal privileges

View cases and check for cases

View the device inventory and device groups

SupportAssist Enterprise functions

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

SupportAssistAdmins and users with elevated or administrative privileges

SupportAssistUsers and users with normal privileges

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

Uninstall SupportAssist Enterprise

Granting elevated or administrative privileges to users

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

Open the command prompt window.

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.

Steps

Open the terminal window.

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.

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.

100

Manually configuring SNMP settings

Configuring the SNMP settings (alert destination) of a device ensures that Dell EMC 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.

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 .

Manually configuring the alert destination of a server (Windows)

Manually configuring the alert destination of a server by using the script file (Linux)

Manually configuring the alert destination of a server (Linux)

Manually configuring the alert destination of a server by using the script file (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)

• Windows Small Business Server 2008

• Windows Small Business Server 2011

• Windows Server 2012

101

• Windows Server 2012 R2

• Windows Server 2016

• Server Core for Windows Server 2012

Steps

On the server where SupportAssist Enterprise is installed, browse to the C:\Program Files\Dell\SupportAssist\scripts folder.

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.

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 .

Set the PowerShell execution policy as appropriate on the device. For example, type the following command: Set–

ExecutionPolicy RemoteSigned or Set–ExecutionPolicy AllSigned .

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

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.

Manually configuring the alert destination of a server (Windows)

Perform the following steps to manually configure the alert destination of a server running Microsoft Windows:

Open a command prompt, type services.msc

, and press Enter.

The Services window is displayed.

Browse the list of services, and ensure that the status of the SNMP Service is displayed as Started .

Right-click SNMP Service and select Properties .

The SNMP Service Properties window is displayed.

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 .

Click Apply .

In the Services window, right-click SNMP Service and click Restart .

Manually configuring the alert destination of a server by using the script file (Linux)

Prerequisites

•

Net-SNMP must be installed on the system. For information on installing Net-SNMP, see Installing Net-SNMP (Linux only)

• Ensure that you have root privileges on the device.

The script file is supported only on devices running the following operating systems:

102

• 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

• VMware ESX 4.1

Steps

On the server where SupportAssist Enterprise is installed, browse to the C:\Program Files\Dell\SupportAssist\scripts folder.

Copy the script file (LinuxSNMPConfig.sh) located in the folder and paste the file at a desired location (for example, \root) on the device.

Open the terminal window and log in as a user with root privileges.

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

Manually configuring the alert destination of a server (Linux)

Perform the following steps to manually configure the alert destination of a server running Linux:

Run the command rpm -qa | grep snmp , and ensure that the net-snmp package is installed.

Run cd /etc/snmp to navigate to the snmp directory.

Open snmpd.conf

in the VI editor ( vi snmpd.conf

103

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 .

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 .

Restart the SNMP services ( service snmpd restart ).

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:

Go to Overview → Server → Alerts .

In the Alerts section, make sure that the Enabled option is selected.

In the Alerts Filter section, make sure that the following options are selected:

• System Health

• Storage

• Configuration

• Audit

• Updates

• Warning

• Critical

In the Alerts and Remote System Log Configuration section, make sure that all fields in the SNMP Trap column are selected.

Click SNMP and Email Settings .

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 .

In the Destination Address field, type the IP address of the server where SupportAssist Enterprise is installed.

Type the iDRAC SNMP community string (for example, 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 .

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 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.

104

Steps

In the system tree, go to Chassis Overview , and then click Alerts → Chassis Events .

The Chassis Events page is displayed.

Under Chassis Event Filters Configuration section, select Enable Chassis Event Alerts option to enable alert generation.

Under the Chassis Event List section, select the Enable Alert option on the column header to generate alerts for all events.

In the system tree, go to Chassis Overview , and then click Alerts → Trap Settings .

The Chassis Event Alert Destinations page is displayed.

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.

Click Apply to save the settings.

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

The terminal window is displayed.

Type configure and press Enter.

Type snmp-server host <IP address of the server where SupportAssist Enterprise is installed> traps version 1.

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.

105

Other useful information

This chapter provides additional information that you may require while using Dell EMC SupportAssist Enterprise.

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 agentbased 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 .

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

Dell EMC SupportAssist

Enterprise Version 1.0 Support Matrix

at 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 .

NOTE: Agentless monitoring is supported only for Dell’s 12th and 13th generation of PowerEdge servers (iDRAC 7 and iDRAC 8).

NOTE: The iDRAC can be configured to send alerts through SNMP and IPMI. However, SupportAssist Enterprise can only receive alerts sent through SNMP. To ensure that SupportAssist Enterprise receives alerts sent 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 13th generation of PowerEdge servers can be monitored through the agentless (iDRAC) method, agentbased (OMSA) method has the following benefits:

• Alert generation capabilities of OMSA and iDRAC are not the same. In Dell's 13th 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 Dell's 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

106

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 Delltechcenter.com/OMSA .

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

Dell EMC SupportAssist Enterprise Version 1.0 Support Matrix

at 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.

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.

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.

107

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.

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.

Detection of hardware issues in attached storage devices

In addition to monitoring PowerEdge servers, SupportAssist Enterprise can also process alerts received from Dell PowerVault MD series storage 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.

Installing Net-SNMP (Linux only)

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.

108

Steps

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

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:

zypper addrepo http://download.opensuse.org/repositories/net-snmp:factory/SLE_12/net-snmp:factory.repo

zypper refresh

zypper install net-snmp

Configuring sudo access for SupportAssist Enterprise (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

Open the terminal window.

Set the home directory path for the user — Type useradd user_name -d /home and press Enter.

Open the /etc/sudoers file.

Insert an exclamation mark [ !

] on the requiretty line. For example, !requiretty

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.

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:

• 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

109

• 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

SupportAssist Enterprise saves system events and log messages in the following locations:

• On Windows:

– Windows Event Log

– The installation logs folder (C:\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. 20161101

• application.log. 20161102 .zip

• application.log. 20161103 .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 C:\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.

Event storm handling

SupportAssist Enterprise intelligently handles event storm conditions, allowing up to nine separate alerts from a device within a 60minute 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

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 icon that appears in the user interface. Context-sensitive help is displayed in a new browser window.

Viewing SupportAssist Enterprise product information

Cick About in the SupportAssist Enterprise header area.

110

The About page is displayed, where you can view the SupportAssist Enterprise product version and the registration ID.

Uninstalling SupportAssist Enterprise

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.

Uninstalling SupportAssist Enterprise (Windows)

Prerequisites

Steps

Perform one of the following based on the operating system:

• 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.

Select Dell SupportAssist Enterprise and click Change .

The Welcome to Dell SupportAssist Enterprise Installer window is displayed.

Click Next .

The Dell SupportAssist Enterprise Maintenance window is displayed.

Select Remove , and click Next .

The Feedback window is displayed.

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.

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.

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

Open the terminal window.

Browse to the /opt/dell/supportassist/bin folder.

Type ./uninstall and press Enter.

To continue the uninstallation, type c .

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 .

If you selected to provide feedback, press a number that matches your reason for uninstalling SupportAssist Enterprise.

The Dell SupportAssist Enterprise uninstallation is complete message is displayed.

111

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

Open the terminal window on the system where SupportAssist Enterprise is installed.

Browse to the /opt/dell/supportassist/bin folder.

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 12. PowerEdge server examples

PowerEdge server generation

9th

10th

11th

12th

13th

Representation of the server model

PowerEdge

PowerEdge x 9 yx yx yx yx xx

3 x x x x

Examples of server models

PowerEdge 2900

Power Edge 6950

PowerEdge M600

PowerEdge R300

Power Edge T105

PowerEdge M610

PowerEdge R310

PowerEdge T110

PowerEdge M620

PowerEdge R620

PowerEdge T620

PowerEdge M630

PowerEdge R630

PowerEdge R730

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.

112

Troubleshooting

The following sections provide the information required to troubleshoot issues that may occur while installing and using

SupportAssist Enterprise.

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.

• 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

Performing the connectivity test . 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

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 C:\Program Files\Dell\SupportAssist\logs (on Windows) or /opt/dell/ supportassist/logs (on Linux) to identify the component that failed to load.

113

Logging in to SupportAssist Enterprise

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:

* 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 Dell.com/ idracmanuals .

• If the device is a Compellent storage array, 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 Dell.com/ storagemanuals .

•

Revalidate the device. See Revalidating a device .

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 1.0 Support Matrix at Dell.com/ServiceabilityTools .

•

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

114

• 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.

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 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 Configuring sudo access for SupportAssist Enterprise (Linux) .

– Verify if the Secure Shell (SSH) service is running on the device.

– Verify if SSH password authentication is enabled (enabled by default).

• 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 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: a.

Download the Zulu Cryptographic Extension Kit available at the Azul Systems website.

Extract the downloaded file.

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: C:\Program Files\Dell\SupportAssist\jre\lib\security

– On Linux: /opt/dell/supportassist/jre/lib/security d.

Restart the SupportAssist service and retry the operation.

Storage

If the device is an EqualLogic PS storage 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 Compellent 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 Dell Enterprise Manager Administrator's Guide at 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.

115

Chassis

Ensure that Secure Shell (SSH) service is running on the device.

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.

•

Ensure that you have followed the instructions in Importing multiple devices

• If devices are added to the Staging group: a.

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 .

Revalidate each device. See Revalidating a device .

OMSA not installed

If a device displays an OMSA not installed status:

• Install OMSA on the device by using the Install / Upgrade OMSA option. See

Installing or upgrading OMSA by using

SupportAssist Enterprise

• 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 Dell EMC SupportAssist Enterprise Version 1.0 Support Matrix at 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

SupportAssist Enterprise

• 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:

Manually configuring the alert destination of a server

– 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

SupportAssist Enterprise

116

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

option. See Configuring SNMP settings by using

SupportAssist Enterprise

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:

Manually configuring the alert destination of a server .

•

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

SupportAssist Enterprise

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 C:\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).

– 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 Configuring sudo access for SupportAssist Enterprise (Linux) .

– 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

DellTechCenter.com/OMSA .

• Retry the installation of OMSA. See

Installing or upgrading OMSA by using SupportAssist Enterprise

117

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

Performing the connectivity test

• Ensure that the OMSA services are running on the device.

• Retry the installation of OMSA. See

Installing or upgrading OMSA by using SupportAssist Enterprise

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

SupportAssist Enterprise

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 ports 22, 23, 80, 135, 443, 1311, 2463, and 5989 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:

– Delete the device from SupportAssist Enterprise. See Deleting a device

– Add the device again. See Adding devices

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.

118

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:

– 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 Configuring 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 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: a.

Download the Zulu Cryptographic Extension Kit available at the Azul Systems website.

Extract the downloaded file.

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: C:\Program Files\Dell\SupportAssist\jre\lib\security

– On Linux: /opt/dell/supportassist/jre/lib/security d.

Restart the SupportAssist service and retry the operation.

After resolving the underlying issue, manually initiate the collection and upload of system information. See Starting the collection of system information from a single device .

Storage

If the device is an EqualLogic PS storage 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 Compellent SC series storage array:

• Ensure that the REST service is running on the device.

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.

119

Chassis

Ensure that Secure Shell (SSH) service is running on the device.

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.

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 Starting the collection of system information from a single device .

If the problem persists, contact Dell 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 Performing the connectivity test .

After resolving the underlying issue, manually initiate the collection and upload of system information. See Starting the collection of system information from a single device .

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. If the credentials have changed, update the credentials of the device. See

Editing device credentials

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 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:

120

– 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 Configuring sudo access for SupportAssist Enterprise (Linux) .

– 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 EqualLogic PS storage 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 Compellent SC series storage array:

• Ensure that the REST service is running on the device.

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.

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

Clearing the System Event Log by using iDRAC

Prerequisites

Ensure that you are logged in to the iDRAC web console with administrative privileges.

121

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

In the iDRAC web console, click Overview → Server → Logs Page .

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

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 .

Click the Logs tab.

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 is unsuccessful:

Perform the network connectivity test and ensure that connectivity to the Dell FTP server is successful. See Performing the connectivity test

Click the Update Available banner and try installing the update again.

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.

122

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 msdn.microsoft.com

• If you are editing the credentials of a device 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 Configuring sudo access for SupportAssist Enterprise (Linux) .

– 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: a.

Download the Zulu Cryptographic Extension Kit available at the Azul Systems website.

Extract the downloaded file.

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: C:\Program Files\Dell\SupportAssist\jre\lib\security

– On Linux: /opt/dell/supportassist/jre/lib/security d.

Restart the SupportAssist service and retry the operation.

Storage

If the device is an EqualLogic PS storage 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 Compellent SC series storage array:

• Ensure that the REST service is running on the device.

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.

123

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, 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

Performing the connectivity test

• Perform the case creation test and ensure that the Ready to Create Cases status is displayed. See

Testing the case creation capability .

• Check the application.log file available at C:\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.

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

To resolve this issue, restart the Dell SupportAssist Service .

SupportAssist service

If the SupportAssist Enterprise application does not respond appropriately, ensure that the SupportAssist service is running:

On the server where SupportAssist Enterprise is installed, verify if the SupportAssist service is running. For information on verifying the status of the SupportAssist service, see

Verifying the SupportAssist service status (Windows) or Verifying the

SupportAssist service status (Linux)

If the service cannot or does 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 service. 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 — C:\Program Files\Dell\SupportAssist\logs

• On Linux — /opt/dell/supportassist/logs

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 Dell 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.

124

Verifying the SupportAssist service status (Windows)

To verify the status of the SupportAssist service on Windows operating systems:

On the server where SupportAssist Enterprise is installed, click Start → Run .

The Run dialog box is displayed.

Type services.msc

, and then click OK .

The Services Microsoft Management Console (MMC) is displayed.

Verify if the Dell SupportAssist Service displays the status as Running .

If the service is not running, right-click the service and select Start .

Verifying the SupportAssist service status (Linux)

To verify the status of the SupportAssist service on Linux operating system:

Open the terminal window on the system where SupportAssist Enterprise is installed.

Type service supportassist status and press Enter.

The status of the SupportAssist service is displayed.

If the service is not running, type service supportassist start and press Enter.

The SupportAssist service is restarted.

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)

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):

Click Start → Run . The Run dialog box is displayed.

Type services.msc

, and then click OK . The Services Microsoft Management Console (MMC) is displayed.

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 .

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.

125

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

126

SupportAssist Enterprise user interface

The Dell EMC 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 Groups to access the Device Groups page.

• 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:

– Collection Schedules — Enables you to select a custom schedule for collecting system information from your devices.

– 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.

• Collections — Displays the list of collections that have been performed.

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 13. Links in the SupportAssist Enterprise header area

Link

SupportAssist

Enterprise Community

Description

Opens the SupportAssist Enterprise community website in a new browser window.

About Provides information about the SupportAssist Enterprise version, registration ID, policy file version, device configuration version, and the update history.

User name

Displays 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:

• 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 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.

Table 14. 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.

127

Banner

Update available

Maintenance Mode

Description

• 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.

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.

This banner is displayed when you place SupportAssist Enterprise in maintenance mode. For more information on maintenance mode, see

Understanding maintenance mode .

Network Connectivity Test

Test SupportAssist Enterprise

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 links

Registering SupportAssist Enterprise

Welcome

The Welcome page enables you to start the registration of SupportAssist Enterprise. Click Next to start the registration of

SupportAssist Enterprise.

128

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 15. Proxy Settings

Field

Use proxy settings

Proxy Server Address or Name

Description

Select this option to enable configuring the proxy server settings.

The proxy server address or name.

Proxy Port Number

Proxy requires authentication

Username

Password

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 16. Registration

Field

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.

129

Table 17. Login page

Field

Username

Password

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.

Related links

Logging in to SupportAssist Enterprise

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 Case Options list, available at the top of the cases information, 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 Dell Technical Support to suspend activities related to a support case for 24 hours.

After 24 hours, Dell Technical Support automatically resumes activities related to the support case.

• Resume Activity — To request Dell 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 Dell 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.

The Refresh link enables you to refresh the displayed cases.

The following table describes the support case information for your Dell devices that are monitored by SupportAssist Enterprise, as displayed in the Cases page.

Table 18. 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

Displays the display 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 — Dell Technical Support has opened the submitted support case.

• In Progress — Dell Technical Support is working on the support case.

• Customer Deferred — Dell Technical Support has deferred the support case at the customer’s request.

• Reopened — The support case was previously closed, and has been reopened.

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

130

Column name

Title

Device Type

Date Opened

Source

Service Contract

Description

• Closure Requested — You have requested Dell 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 Dell Technical Support over phone.

• Email — The support case was created by contacting Dell Technical Support through email.

• Chat — The support case was created by contacting Dell 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 Dell 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.

• 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.

A unique, alphanumeric identifier that allows Dell to individually recognize each Dell device.

Service Tag

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:

131

• Device Type

– Server

– Storage

– Networking

– Chassis

• 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

NOTE: You can also use the filter icon specific keyword.

Related links

Case management options

Filtering the displayed data

Clearing the data filter

Sorting the displayed data

Devices page

available in the column headers to refine the displayed data based on a

The Devices page displays the devices that you have added and status of 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 enable you to perform certain tasks:

• Add Device — To add a single device or to import multiple devices.

• Start Collection — To initiate a single device or multiple device collection.

• Edit Credentials — To edit the user name and password required to log in to a device and collect system information.

• Delete — To delete a device from SupportAssist Enterprise.

• Collection Purpose — To select a reason for performing a multiple device collection.

132

• Refresh — To refresh the device inventory view.

The following table describes the automatically generated inventory information for your supported Dell devices, as displayed in the

Devices page.

Table 19. Devices page

Column name

Check box

Description

Use to select a device for viewing the device overview pane, or 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 display 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 data from the device. You cannot cancel a collection while the collected data 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

* 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

133

Column name

Model

Status

Description

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

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.

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

•

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.

134

Column name Description

•

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 device is

in maintenance. For more information, see Understanding maintenance mode .

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

• Groups

– Default

– Staging

– Custom groups

NOTE: You can also use the filter icon specific keyword.

available in the column headers to refine the displayed data based on a

The Devices page also display 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 collection is in progress. See Multiple Device Collection pane .

135

Related links

Adding devices

Editing device credentials

Deleting a device

Enabling or disabling device-level maintenance mode

Installing or upgrading OMSA by using SupportAssist Enterprise

Checking support cases for a specific device

Filtering the displayed data

Clearing the data filter

Sorting the displayed data

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 20. Add Single Device

Field

Device Type

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

• Storage Center (SC) / Compellent

IP Address / Host Name

Name (Optional)

Enable monitoring

Configure SNMP settings

IP address or host name of the device that you want to add.

NOTE: For adding an EqualLogic storage array, enter the management IP address.

An optional name you want to use for identifying the device.

If provided, this name is used to identify the device in

SupportAssist Enterprise.

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

136

Field

Install or upgrade OMSA

Description 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.

Related links

Adding a server or hypervisor

Adding an iDRAC

Adding a chassis

Adding a Dell Networking device

Adding a PowerVault MD Series storage array

Adding a Dell EqualLogic PS Series storage array

Adding a Dell Compellent SC Series storage solution

Adding a Dell Fluid File System (FluidFS) NAS device

Device Credentials

The Device Credentials page enables you to provide the credentials required to connect and identify the device.

The following table describes the fields displayed in the Device Credentials page.

Table 21. Device Credentials

Field

Username

Password

Enable Password

Community String

Description

The username of a user account that has administrative or elevated privileges on the device.

The password of a user account that has administrative or elevated privileges on the device.

The enable password configured on the device.

The community string configured on the device.

NOTE: The Enable Password and Community String are applicable only for Dell Networking devices.

NOTE: The Community String is also applicable for Dell EqualLogic storage arrays.

NOTE: Device credentials are not required for adding Dell PowerVault devices. Therefore, the Device Credentials page is not displayed when you add a PowerVault device.

137

Assign Device Group (Optional)

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 22. 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 23. 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.

NOTE: Monitoring of hardware issues is supported only for Dell server and Dell networking devices.

Related links

Importing multiple devices

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:

• Devices added to the inventory — Number of devices that were discovered successfully and added to the device inventory.

138

• 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.

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, the Resume option is displayed. You can click Resume to continue the import process for the other devices in that domain.

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.

139

• Show Details — Expands the Device Import pane.

After the devices are imported, you can click x to close the Device Import pane.

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 24. Device overview pane

Field

Tasks

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.

• 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.

Status

Name

IP Address / Hostname

Service Tag

Device Type

Model

Operating System

Monitoring

Revalidate

Collections

Next Scheduled Collection

Displays if the device is reachable from the local system (server where SupportAssist Enterprise is installed).

Displays the display 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 a drop-down list that contains the data collection history. You can select a date and time from the list to view the data that was collected.

NOTE: The drop-down list is only displayed if data has been collected from the device.

Displays the date and time of the next scheduled data collection.

140

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 25. Multiple Device Collection window

Field

Collection Name (Optional)

Dell Support Request/case number (Optional)

Description

The name that you want to assign to the collection.

The case identifier that you want to associate with the collection.

Email (Optional) The email address or name of the Dell Technical Support contact.

Upload collection

• 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 data 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 data 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. You can click Home on the navigation trail to go to the

Devices page.

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 Credentials — To provide the credentials for the devices types included in 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.

The following table describes the information displayed in the Device Groups page.

141

Table 26. Device Groups

Column name

Check box

Name

Description

Use to select a device group for performing an action.

Displays the name of the device group and the total number of devices in the device group.

Displays the description provided for the device group.

Related links

Manage Devices

Manage Credentials

Manage Contacts

Edit/Delete Device Group

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 27. Manage Devices

Field

Name

Model

Description

Displays the display name, host name, or IP address provided when adding the device.

Model of the device. For example, PowerEdge M820.

Service Tag

Save

Cancel

Displays 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

Related links

Device Groups page

Managing devices in a device group

Manage Credentials

displayed in the column titles to filter the displayed data.

The Manage Credentials window allows you to provide the credentials for the device types included in a device group.

The left pane on the Manage Credentials window displays the device types, and the right pane allows you to provide the credentials. The following table provides information about the fields displayed in the Credentials section.

Table 28. Manage Credentials

Field

Username

Description

Allows you to view or edit the user name of a device type.

Password

Save

Allows you to edit the password of a device type in a masked format.

Click to save the credentials.

142

Field

Description

Click to navigate to the next device type displayed in the left pane.

Click to close the Manage Credentials window.

Related links

Device Groups page

Managing the credentials of a device group

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 29. Manage Contacts

Field

Use default

Description

Select to use the contact information already available in the Settings → Contact Information page.

Primary

Secondary

First Name

Last Name

Select to provide the primary contact details.

Select to provide the secondary contact details.

Allows you to view or edit the first name of the primary or secondary contact.

Allows you to view or edit the last name of the primary or secondary contact.

Phone

Alternate Phone

Email Address

Preferred Contact

Method

Allows you to view or edit the phone number of the primary or secondary contact.

Allows you to view or edit the alternate phone number of the primary or secondary contact.

Allows you to view or edit 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

Address

City/Town

Country

State/Province/Region

Postal Code

Allows you to view or edit the preferred hours at which Dell Technical Support can contact your primary or secondary contact in case of any issues with the monitored devices.

Time Zone

Parts Dispatch (Optional)

Allows you to select the time zone of the primary or secondary contact.

Allows you to view or edit the address to which a replacement part must be dispatched.

Related links

Device Groups page

Viewing and updating the contact information of a device group

Edit/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.

143

Table 30. Edit/Delete Device Group

Field

Name

Description

Allows you to view or edit the name of the device group.

Description

Update

Delete

Cancel

Allows you to view or edit 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 links

Device Groups page

Editing device group details

Deleting a device group

Collections page

The Collections page displays the collections that have been performed successfully. From the Collections page, you can view the collected data, download multi-device collections, and also upload collections to Dell.

At the top of the Collections page, the navigation trail is displayed. You can click Home on the navigation trail to go to the Devices page.

The Upload option displayed at the top of the collections list enables you to upload a collection to Dell. The following table describes the information displayed in the Collections page.

Table 31. Collections page

Column name

Check box

Name

Description

Use to select a collection for viewing the collection overview pane and to upload a collection.

The name of the device or collection. For single device collections, the name of the device is followed by the type of collection. For example, manual, periodic, and so on.

Collection Date

Case

Upload Status

The date and time when the collection was started.

The numeric support case identifier.

The upload status of the collection.

Collection overview pane

The collection overview pane displays the details of a collection and enables you to view or download the collected data. 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 32. Collection overview pane

Field

Name

Description

The name assigned of the collection.

Upload status

Date

IP Address / Host name

The status of the collection upload.

The date and time when the collection was started.

The IP address of host name of the device.

144

Field

Service Tag

Collection status

View Collection (for server collections only)

Description

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.

Download Collection (for storage, networking, chassis, and multiple-device collections only)

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:

• Collection Schedules — To configure the schedule for the periodic collection of system information for each device type.

• 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.

• Preferences — To configure your preferences for the following: automatic update, data collection, 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 links

Collection Schedules

The Collection Schedules page enables you to schedule the collection of system information from your devices.

At the top of the Collection Schedules 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 fields displayed in the Collection Schedules page.

NOTE: The options in the Collection Schedules page are only enabled if the On a regular schedule as specified in

Collection Schedules option is selected in the Preferences page.

NOTE: If your devices are covered under the ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for

Data Center service contract, when the On a regular schedule as specified in Collection Schedules option is not selected, you will not receive some reporting information about your devices.

Table 33. Collection Schedules

Field

Device Type

Description

The available device type are:

• Chassis

• Fluid File System (FluidFS)

• iDRAC

• Networking

145

Field

Recurs every

Specify day and time

Description

• Peer Storage (PS) / EqualLogic

• PowerVault

• Server / Hypervisor

• Storage Center (SC) / Compellent

Allows you to select the frequency of at which system information will be collected. The available options are:

• None

• Week

• Month

Allows you to select the day and time when the system information will be collected.

• If you select None , the periodic collection of system information is disabled for the selected

Device Type .

• If you select Weekly , the available options are:

– Weeks ( 1 or 2 )

– Day of the week ( Sunday , Monday , Tuesday , Wednesday , Thursday , Friday , and

Saturday )

– Hour (in hh:mm format)

• If you select Monthly , the available options are:

– Week of the month ( First , Second , Third , Fourth , and Last )

– Day of the week ( Sunday , Monday , Tuesday , Wednesday , Thursday , Friday , and

Saturday )

– Hour (in hh:mm format)

– Months ( 1 or 3 )

Displays the date and time at which the system information will be collected next.

Next collection date

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. You can click Home on the navigation trail to go to the

Devices page.

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 34. Proxy Settings

Field

Use Proxy Settings

Description

Select this option to enable configuring the proxy server settings.

Host Name / IP Address

Port

View or edit the proxy server address or name.

View or edit the proxy server port number.

146

Field

Proxy requires authentication

User Name

Password

Description

Select this option if a user name and password are required to login to the proxy server.

View or edit the user name required to connect to the proxy server.

Edit the password required to login to the proxy server.

Related links

Configuring proxy server settings

Preferences

The Preferences page enables you to configure data 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.

Table 35. Preferences

Field

Automated Tasks

Description

Automatically update the following: 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 upto-date with the latest features and enhancements.

SupportAssist Enterprise application

Policy files

Product support files

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.

Automatically collect system state information:

On a regular schedule as specified in Collection Schedule

When a new support case is created

Select this option to enable scheduling the periodic collection of system information from each device type.

Select this option to automatically start a system log collection when a new support case is generated.

Email Settings

Receive email notification when a new support case is opened

Preferred email Language

Select this option to receive an email notification when a new support case is opened.

Select the preferred language for email notifications.

147

Field

Recommendation Report Settings

Automatically receive recommendation reports via email

Description

Select this option to automatically receive ProSupport Plus server recommendation reports through email.

Collection Data Settings

Storage Center with Fluid File System

Server

Storage: Fluid File System (FluidFS)

Storage: Peer Storage (PS) / EqualLogic

Select Logs to collect logs from the device.

• Select Software to collect software-related information from the device.

• Select Logs to collect logs from the device.

NOTE: For information on the logs that are collected by

SupportAssist Enterprise, see the

Dell SupportAssist

Enterprise Version 1.0 Reportable Items

document at

Dell.com/ServiceabilityTools .

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.

Select Support Data to collect support data from the device.

Select Logs to collect logs from the device.

Storage: PowerVault

Storage: Storage Center (SC) / Compellent

Identification Information Settings

Include identification information in data sent to Dell 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.

Related links

Enabling or disabling automatic updates

Configuring email notification settings

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 global-level maintenance mode

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. You can click Home on the navigation trail to go to the

Devices page.

148

Table 36. Contact Information

Field

Company

Primary

Secondary

First Name

Last Name

Phone

Alternate Phone

NOTE: It is mandatory to provide information for all fields, except the alternate phone number.

Country

Preferred Contact Method

Description

View or edit the company name.

Select this option to view the primary contact information.

Select this option to view the secondary contact information.

View or edit the first name of the primary or secondary contact.

View or edit the last name of the primary or secondary contact.

View or edit the phone number of the primary or secondary contact.

View or edit the alternate phone number of the primary or secondary contact.

View or edit the email address of the primary or secondary contact.

View or select the country.

Select the preferred contact method. The available options are:

• Phone

• Email

Preferred Contact Hours View or edit the preferred hours at which Dell Technical

Support can contact your primary or secondary contact in case of any issues with the monitored devices.

Select the time zone of the primary or secondary contact.

Time Zone

Parts Dispatch (Optional)

Address

City/Town

Country

State/Province/Region

Postal Code

CNPJ

View or edit the address to which a replacement part must be dispatched.

For Brazil only: View or edit the CNPJ and IE number of your company.

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. You can click Home on the navigation trail to go to the

Devices page.

149

NOTE: SupportAssist Enterprise utilizes the SMTP server to send you device status and connectivity status email notifications. You will not receive those email notifications if:

• Your company does not utilize an SMTP server

• Your company utilizes an SMTP server, but the SMTP server settings are either not configured or configured incorrectly.

The following table provides information about the items displayed in the SMTP Settings page.

Table 37. SMTP Settings

Field

Enable Email Notification

Host Name / IP Address

Description

Select this option to enable configuring the email server settings.

View or edit the email server address or name.

Port

Requires Authentication

User Name

Password

Use SSL

View or edit the email server port number.

Select this option if the email server requires authentication.

View or edit the user name required to connect to the email server.

Edit the password required to connect to the email server.

Select this option to use secure communication for sending emails.

Related links

Configuring SMTP server settings

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. You can click Home on the navigation trail to go to the Devices page.

The following table describes the fields displayed on the Network Connectivity Test page.

Table 38. Connectivity Test

Field

Check box

Test

Description

Select the appropriate check boxes to test the connectivity status you want to verify.

Displays the dependent network resources that you can test. The available options are:

• Internet Connectivity

• SMTP Server

• Dell FTP Server

• Dell Upload Server

• SupportAssist Server

Description

Connectivity Status

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.

150

Field Description

Last Verified

Test Connectivity

• In Progress — The connectivity test is in progress.

•

Connected — The connectivity test is successful.

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.

Displays the date and time the connectivity status was last verified.

Click to perform the selected connectivity tests.

Related links

Performing the connectivity test

Test SupportAssist Enterprise

The Test SupportAssist Enterprise page enables you to verify the ability of SupportAssist Enterprise to run specific tasks.

At the top of the Test SupportAssist Enterprise 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 Test SupportAssist Enterprise page.

Table 39. Test SupportAssist Enterprise

Field

Check box

Test

Description

Select the appropriate check box to test the task that you want to verify.

Displays the task 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 Dell

Technical Support.

Description

Status

Describes the purpose of the test.

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.

Last Verified

Test

• In Progress — The support case creation test is in progress.

•

Ready to Create Cases — SupportAssist Enterprise can create cases successfully.

Unable to Create Case — SupportAssist Enterprise cannot create support cases because of a possible issue with the support case creation workflow.

Displays the date and time the status was last verified.

Click to perform the selected test.

Related links

Testing the case creation capability

151

Error code appendix

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

Table 40. 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 device overview pane, select

OMSA from the Tasks

Devices

list.

page, and in the

Install / Upgrade

• Manually install the recommended version of OMSA.

To identify the recommended version of OMSA, see the Dell EMC SupportAssist Enterprise Version 1.0

Support Matrix at Dell.com/ServiceabilityTools .

3000_6

3000_9

3000_11

3000_7

3000_8

If the problem persists, contact Dell Technical Support for assistance.

A component required for installing Dell OpenManage

Server Administrator (OMSA) could not be downloaded.

Make sure that the system has internet connectivity.

Perform the Connectivity Test and ensure that the system has connectivity to the dependent resources.

Select the device in the Devices page, and in the device overview pane, select Install / Upgrade

OMSA from the Tasks list.

If the problem persists, contact Dell Technical Support for assistance.

Do one of the following: Installation of Dell OpenManage Server Administrator

(OMSA) is not supported on the operating system running on device name .

• 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 Dell EMC SupportAssist Enterprise version 1.0

Support Matrix at Dell.com/ServiceabilityTools .

If the problem persists, contact Dell Technical Support for assistance.

Try to repair the SupportAssist Enterprise installation: An unexpected error occurred during the installation of

Dell OpenManage Server Administrator (OMSA) on device name .

Open Control Panel .

In Programs , click Uninstall a Program .

In the Programs and Features window, select Dell

SupportAssist and click Change .

In the Welcome to Dell SupportAssist Enterprise

Installer window, click Next .

Click Repair and then click Install .

152

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_15

3000_16

3000_17

3000_22

3000_23

3000_29

3000_47

3000_48

3000_50

3000_56

3000_61

3000_18

Error code

3000_10

3000_12

3000_13

3000_14

3000_19

Error message

An unexpected error occurred during the installation of

Dell OpenManage Server Administrator (OMSA) on device name

An unexpected error occurred during the installation of

Dell OpenManage Server Administrator (OMSA) on device name .

Possible resolution

If the problem persists, contact Dell Technical Support for further 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 Dell EMC SupportAssist Enterprise version 1.0

Support Matrix at Dell.com/ServiceabilityTools .

If the problem persists, contact Dell Technical Support for assistance.

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 Dell EMC SupportAssist Enterprise version 1.0

Support Matrix at Dell.com/ServiceabilityTools .

If the problem persists, contact Dell Technical Support for assistance.

A service required for the installation of Dell

OpenManage Server Administrator (OMSA) is either not running or not enabled on device name .

A service required for the installation of Dell

OpenManage Server Administrator (OMSA) is not running on device name .

An unexpected error occurred during the installation of

Dell OpenManage Server Administrator (OMSA) on device name .

• 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

Other services

Make sure that the WMI service is running on the device. For more information, see

Other services .

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 Dell EMC SupportAssist Enterprise version 1.0

Support Matrix at Dell.com/ServiceabilityTools .

If the problem persists, contact Dell Technical Support for assistance.

153

Error code

3000_39

3000_40

3000_41

3000_42

3000_43

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

Error message 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 Dell EMC SupportAssist Enterprise version 1.0

Support Matrix at Dell.com/ServiceabilityTools .

If the problem persists, contact Dell Technical Support for assistance.

An unexpected error occurred during the installation of

Dell OpenManage Server Administrator (OMSA) on device name .

The time allowed for OMSA installation has expired.

• 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 Dell EMC SupportAssist Enterprise version 1.0

Support Matrix at Dell.com/ServiceabilityTools .

If the problem persists, contact Dell Technical Support for assistance.

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 Dell

Technical Support for assistance.

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.

Ensure that the health of this device is restored for optimal SupportAssist Enterprise operations.

154

Error code

5000_1

5000_2

5000_3

5000_4

5000_5

5000_6

5000_7

5000_8

5000_9

5000_10

5000_11

5000_12

Error message

SNMP settings of the device could not be configured because of an unexpected error.

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.

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.

Possible resolution

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, Configuring the alert destination of an iDRAC by using the web interface

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

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.

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.

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

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.

SNMP settings of the device could not be configured because the SNMP service is not installed on the device.

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.

SNMP settings of the device could not be configured because SupportAssist Enterprise does not support the operating system running on the device.

For information on the operating systems supported by

SupportAssist Enterprise, see the Dell EMC

155

6000_6

6000_8

6000_9

6000_7

6000_15

6000_19

6000_21

6000_23

6000_10

Error code

5000_13

5000_14

5000_15

6000_01

6000_11

6000_12

6000_13

6000_14

6000_24

6000_02

Error message

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.

Possible resolution

SupportAssist Enterprise Version 1.0 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.

To resolve the issue, verify the network settings and make sure that the SNMP port (162) is open.

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.

To resolve this issue, contact Dell Technical Support for assistance.

6000_03

6000_4

6000_5

SupportAssist Enterprise is unable to clear System

Event Log from device name because the device is not reachable.

Make sure that the device is reachable from the server running SupportAssist Enterprise and then retry the operation.

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.

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.

SupportAssist Enterprise is unable to clear System

Event Log from device name because of an internal error.

To resolve this issue, contact Dell Technical Support for assistance.

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 WMI service is running on the device and then retry the operation.

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

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 Dell Technical Support for assistance.

SupportAssist Enterprise is unable to clear System

Event Log from device name because the device does not support this operation.

Not applicable.

156

Error code

6000_18

6000_20

6000_22

SA-0001

SA-0002

SA-0003

SA-0004

SA-0006

SA-0007

SA-0008

SA-0009

SA-0011

SA-0012

SA-0005

SA-0010

SA-0015

SA-0020

Error message

SupportAssist Enterprise is unable to clear System

Event Log from device name because an attempt to connect to the device is unsuccessful.

Possible resolution

Make sure that the SSH service is running on the device and then retry the operation.

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.

SupportAssist Enterprise is unable to import devices because the .csv file is not valid.

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.

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 name device

because an attempt to connect to the device is unsuccessful.

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.

SupportAssist Enterprise is unable to add the name because the device is already added.

device

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.

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.

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.

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 Dell EMC SupportAssist

Enterprise Version 1.0 Support Matrix at Dell.com/

ServiceabilityTools .

• Make sure that the user account has administrator/ root privileges.

Not applicable.

157

Error code

SA-0025

SA-0030

SA-0035

SA-0040

SA-0045

SA-0050

SA-0055

SA-0060

SA-0065

SA-0070

SA-0075

SA-0080

SA-0085

Error message

SupportAssist Enterprise is unable to add the device name because of an unknown error.

SupportAssist Enterprise is unable to add the name because the User Name or Password is incorrect. device

Possible resolution

Verify if the device is supported by SupportAssist

Enterprise. For the list of supported device models, see the Dell EMC SupportAssist Enterprise Version 1.0

Support Matrix at Dell.com/ServiceabilityTools . If the problem persists, contact Dell 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.

Retry adding the device with any other Display Name.

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 Display 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.

Not applicable.

Verify if the device is supported by SupportAssist

Enterprise. For the list of supported device models, see the Dell EMC SupportAssist Enterprise Version 1.0

Support Matrix at Dell.com/ServiceabilityTools .

SupportAssist Enterprise is unable to add the name because the device is not supported.

device For the list of supported device models, see the Dell

EMC SupportAssist Enterprise Version 1.0 Support

Matrix at Dell.com/ServiceabilityTools .

SupportAssist Enterprise is unable to add the device name because a required file has either been deleted or moved.

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.

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.

Not applicable.

For optimal SupportAssist Enterprise capability, you must restart the OMSA services.

SupportAssist Enterprise has detected that Dell

OpenManage Server Administrator (OMSA) version x.x is installed on the device.

For optimal SupportAssist Enterprise capability, Dell recommends that you upgrade OMSA to version x.x

158

Error code

SA-0090

SA-0095

SA-0100

SA-0105

SA-0110

SA-0115

SA-0120

SA-0125

SA-0130

SA-0135

SA-0140

SA-0145

SA-0150

Error message

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.

Possible resolution

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.

SupportAssist Enterprise is unable to add the device name because it does not have a valid license.

SupportAssist Enterprise is unable to add the device name because the operating system is not supported.

Not applicable.

Make sure that the iDRAC has a valid Enterprise or

Express license, and then retry the operation.

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.

SupportAssist Enterprise is unable to add the device name because the SSL encryption level of the device is set to 256 bit or higher.

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.

Ensure that you select the correct device type and then try again.

SupportAssist Enterprise is unable to add the device name because a connection to the device was unsuccessful.

Make sure that the required service is running on the device, and then retry adding the device. For information on the required service, see

Other services

Try adding the device again. For additional

troubleshooting information, see Unable to add the device

Perform the following:

• Ensure that the required ports are open on the device. For information on the required ports, see the Dell EMC SupportAssist Enterprise Version 1.0

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 Dell EMC SupportAssist

Enterprise Version 1.0 Support Matrix at Dell.com/

ServiceabilityTools .

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.

Enter the device credentials and then try again.

Enter the device credentials.

Ensure that the device credentials are correct.

159

Error code

SA-0155

SA-0160

SA-1005

SA-1010

SA-1015

SA-1025

SA-1030

SA-1035

SA-1040

SA-0165

SA-1045

SA-2000

SA-2001

SA-2002

SA-2003

SA-2004

Error message

SupportAssist Enterprise is unable to add the device name because it is a Dell Peer Storage or EqualLogic member IP address.

The IP address that you have entered is a Dell Peer

Storage/EqualLogic 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.

Possible resolution

Try adding the device again with the Dell Peer Storage or EqualLogic 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.

SupportAssist Enterprise is unable to edit the credentials of the device name or password is incorrect.

because the user name

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 Display Name, and then retry editing the device credentials.

SupportAssist Enterprise is unable to edit the credentials of the device name because the entered

Display Name 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.

Enter the credentials that have superuser rights, and then retry saving the device credentials.

SupportAssist Enterprise is unable to update the device credentials because a required service is disabled on the device.

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

Other services .

SupportAssist Enterprise is unable to edit the credentials of the device name because the SSL encryption level of the device is set to 256 bit or higher.

SupportAssist Enterprise is unable to edit the credentials of the device because an attempt to connect to the device is unsuccessful.

For troubleshooting steps, see Unable to edit device credentials

Perform the following:

Ensure that the FTP port is open.

Enter the correct device credentials.

If the problem persists, contact your network administrator for assistance.

SupportAssist Enterprise is unable to establish connections required to auto create cases with Dell

Technical Support.

SupportAssist Enterprise is unable to establish connections required to auto create cases with Dell

Technical Support.

Perform the connectivity test and ensure that the internet connectivity is successful.

Not applicable.

160

Error code

SA-4015

SA-4020

SA-4025

SA-4030

SA-4035

SA-4040

SA-4045

SA-4050

SA-4055

SA-4060

SA-4065

SA-4070

SA-4071

SA-4072

SA-4073

SA-4074

SA-4075

SA-4080

SA-4085

SA-4090

SA-4110

SA-4115

SA-4120

SA-4125

SA-4130

SA-4135

SA-4140

SA-4145

SA-4150

Error message

SupportAssist Enterprise is unable to collect system information from the device name because of an unknown error.

Possible resolution

To retry collecting the system information, select the device and click Start Collection . If the problem persists, contact Dell Technical Support for assistance.

SupportAssist Enterprise is unable to package the system information collected from the device name because of an unknown error.

SupportAssist Enterprise is unable to collect system information from the device name because an attempt to connect to the device is unsuccessful.

To retry collecting the system information, select the device and click Start Collection . If the problem persists, contact Dell Technical Support for assistance.

• Make sure that WMI service is running on the device.

• To retry collecting the system information, select the device and click Start Collection .

SupportAssist Enterprise is unable to collect system information from the device name because an attempt to connect to the device is unsuccessful.

• Make sure that WS-Man service is running on the device.

• To retry collecting the system information, select the device and click Start Collection . If the problem persists, contact Dell Technical Support for assistance.

SupportAssist Enterprise is unable to collect system information from the device name because an attempt to connect to the device is unsuccessful.

• Make sure that SNMP service is running on the device.

• To retry collecting the system information, select the device and click Start Collection . If the problem persists, contact Dell Technical Support for assistance.

SupportAssist Enterprise is unable to collect system information from the device name because an attempt to connect to the device is unsuccessful.

• Make sure that Symbol SDK service is running on the device.

• To retry collecting the system information, select the device and click Start Collection . If the problem persists, contact Dell Technical Support for assistance.

SupportAssist Enterprise is unable to collect system information from the device name because an attempt to connect to the device is unsuccessful.

• Make sure that vSphere SDK service is running on the device.

• To retry collecting the system information, select the device and click Start Collection . If the problem persists, contact Dell Technical Support for assistance.

SupportAssist Enterprise is unable to collect system information from the device name because an attempt to connect to the device is unsuccessful.

• Make sure that REST API service is running on the device.

• To retry collecting the system information, select the device and click Start Collection . If the problem

161

Error code

SA-4095

SA-4100

SA-4105

SA-4155

SA-4160

SA-4165

SA-4170

SA-4175

SA-4180

SA-4185

SA-4190

SA-4500

SA-4501

SA-4502

Error message Possible resolution persists, contact Dell Technical Support for assistance.

SupportAssist Enterprise is unable to collect system information from the device name because an attempt to connect to the device is unsuccessful.

• Make sure that the SSH service is running on the device.

• To retry collecting the system information, select the device and click Start Collection .

SupportAssist Enterprise is unable to collect system information from the device name because the device is not reachable.

• Make sure that the device is reachable from the server running SupportAssist Enterprise.

• To retry collecting the system information, select the device and click Start Collection .

SupportAssist Enterprise is unable to collect system information from the device name because the IP address of the device is invalid.

•

Make sure that SupportAssist Enterprise is updated with the correct IP address of the device.

To retry collecting the system information, select the device and click Start Collection .

SupportAssist Enterprise is unable to collect system information from the device name because the download of a certificate file could not be completed successfully.

• Verify the firewall and network settings to make sure that download of the certificate file is not blocked.

• To retry collecting the system information, select the device and click Start Collection .

SupportAssist Enterprise is unable to collect system information from the 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.

• To retry collecting the system information, select the device and click Start Collection .

SupportAssist Enterprise is unable to collect system information from the device name because the device is not supported.

For the list of supported device models, see the Dell

EMC SupportAssist Enterprise Version 1.0 Support

Matrix at Dell.com/ServiceabilityTools .

SupportAssist Enterprise is unable to collect system information from the device name because of an attempt to connect to the device is unsuccessful.

• Make sure SupportAssist Enterprise is updated with the credentials of a user account that has root

privileges. See Configuring sudo access for

SupportAssist Enterprise (Linux)

• To retry collecting the system information, select the device and click Start Collection .

SupportAssist Enterprise is unable to gather system information from the device name because the SSL encryption level of the device is set to 256 bit or higher.

For troubleshooting steps, see information .

Unable to gather system

SupportAssist Enterprise is unable to send the collected system information from the device name because the receiving server hosted by Dell is unreachable.

To retry collecting the system information, select the device and click Start Collection . If the problem persists, contact Dell Technical Support for assistance.

SupportAssist Enterprise is unable to collect system information from the device name because of an unknown error.

To retry collecting the system information, select the device and click Start Collection . If the problem persists, contact Dell Technical Support for assistance.

162

Error code

SA-4511

SA-4512

SA-15000

SA-15001

SA-15002

SA-15011

SA-15012

SA-4513

SA-15013

SA-4514

SA-15014

SA-4521

SA-15021

SA-4522

SA-15022

SA-4523

SA-15023

Error message Possible resolution

SupportAssist Enterprise is unable to send the collected system information from the device name because of an unknown error.

• Perform Network Connectivity Test and make sure that connectivity to the Dell Upload Server is successful.

• To retry collecting the system information, select the device and click Start Collection .

SupportAssist Enterprise is unable to send the collected system information from the device name because of an unknown error.

• Perform Network Connectivity Test and make sure that connectivity to the Dell Upload Server is successful.

• To retry collecting the system information, select the device and click Start Collection .

SupportAssist Enterprise is unable to send the collected system information from the device name because of an invalid file token.

• Perform Network Connectivity Test and make sure that connectivity to the Dell Upload Server is successful.

• To retry collecting the system information, select the device and click Start Collection .

If the problem persists, contact Dell Technical Support for assistance.

SupportAssist Enterprise is unable to send the collected system information from the device name because the collection file is corrupted.

• Perform Network Connectivity Test and make sure that connectivity to the Dell Upload Server is successful.

• To retry collecting the system information, select the device and click Start Collection .

If the problem persists, contact Dell Technical Support for assistance.

SupportAssist Enterprise is unable to send the collected system information from the device name because the proxy server is not reachable.

• Verify the proxy server settings in SupportAssist

Enterprise.

• Make sure that the proxy server is reachable.

• To retry collecting the system information, select the device and click Start Collection .

If the problem persists, contact your network administrator for assistance.

SupportAssist Enterprise is unable to send the collected system information from the device name because an attempt to connect to proxy server is unsuccessful.

• Verify the proxy server settings in SupportAssist

Enterprise.

• Make sure that the proxy server is reachable.

• To retry collecting the system information, select the device and click Start Collection .

If the problem persists, contact your network administrator for assistance.

SupportAssist Enterprise is unable to send the collected system information from the device name because the proxy server user name or password is incorrect.

• Make sure that the proxy server user name and password you have entered in SupportAssist

Enterprise are correct.

• To retry collecting the system information, select the device and click Start Collection .

If the problem persists, contact your network administrator for assistance.

163

Error code

SA-4524

SA-15024

SA-4550

SA-30130

SA-30180

SA-30260

Error message Possible resolution

SupportAssist Enterprise is unable to send the collected system information from the device name because of an unknown error with reaching the proxy server.

• Verify the proxy server settings in SupportAssist

Enterprise.

• Make sure that the proxy server is reachable.

• To retry collecting the system information, select the device and click Start Collection .

If the problem persists, contact your network administrator for assistance.

SupportAssist Enterprise is unable to collect system information from the device name because the harddrive space available on the server where SupportAssist

Enterprise is installed has become critically low.

For information about the hard-drive space requirements for a SupportAssist Enterprise environment, see

Hardware requirements

SupportAssist Enterprise has placed the device name in the Staging group because a required verification could not be completed.

To add the device, try to revalidate the device later.

SupportAssist Enterprise has placed the device name in the Staging group because the device does not have required license.

To add the device, ensure that iDRAC Enterprise license is installed on the device, and then revalidate the device.

SupportAssist Enterprise has placed the device name in the Staging group because SupportAssist is not enabled in Enterprise Manager.

To add the device, ensure that SupportAssist Enterprise is enabled in Enterprise Manager, and then revalidate the device.

164

Dell EMC SupportAssist Enterprise

Version 1.0 User's Guide

Notes, cautions, and warnings

Contents

Overview

local system

remote device

Overview of supported device types

Dell EMC SupportAssist Enterprise Version 1.0

Support Matrix

How SupportAssist Enterprise works

Dell SupportAssist Alert

Policy

SupportAssist Enterprise capabilities available with Dell service contracts

Data collected by SupportAssist Enterprise

Dell SupportAssist: Security Considerations

Getting started with SupportAssist Enterprise

Setting up SupportAssist Enterprise for the local system

Setting up SupportAssist Enterprise for remote devices

Evaluating SupportAssist Enterprise

Evaluating the monitoring capability

Evaluating the data collection capability

Downloading the SupportAssist Enterprise installation package

Minimum requirements for installing and using SupportAssist

Enterprise

Hardware requirements

Software requirements

Operating system requirements

Windows operating systems

Linux operating systems

Web browser requirements

Network requirements

Installing SupportAssist Enterprise

Installing SupportAssist Enterprise (Windows)

Installing SupportAssist Enterprise (Linux)

Installing SupportAssist Enterprise in silent mode (Linux)

Migrating to SupportAssist Enterprise

Migrating to SupportAssist Enterprise (Windows)

Migrating to SupportAssist Enterprise (Linux)

Using SupportAssist Enterprise without registration

Registering SupportAssist Enterprise

Setting up an SELinux enabled system to receive alerts

Opening the SupportAssist Enterprise user interface

Logging in to SupportAssist Enterprise

Logging out of SupportAssist Enterprise

user name

Adding devices

Dell EMC SupportAssist Enterprise Version 1.0 Support Matrix

Device types and applicable devices

Dell EMC SupportAssist Enterprise Version 1.0

Support Matrix

Adding a single device

Adding a server or hypervisor

Adding an iDRAC

Adding a chassis

Adding a Dell Networking device

Adding a PowerVault MD Series storage array

Adding a Dell EqualLogic PS Series storage array

Adding a Dell Compellent SC Series storage solution

Adding a Dell Fluid File System (FluidFS) NAS device

Adding a device by duplication

Importing multiple devices

Exporting details of devices that were not imported

Revalidating a device

Viewing cases and devices

Viewing all support cases

Case management options

Requesting to suspend case activities for 24 hours

Requesting to resume support activities

Requesting to close a support case

Viewing the device inventory

Viewing the device overview pane

Refining the displayed data

Filtering the displayed data

Clearing the data filter

Sorting the displayed data

Checking support cases for a specific device

Device grouping

Predefined device groups

Viewing device groups