Administrator Guide

In a dual-controller system, controller A is responsible for sending data to the SupportAssist server. If controller A is down,
controller B sends data to the support server.
Enable SupportAssist
Perform the following steps to enable SupportAssist on an ME4 Series storage system:
If the ME4 Series storage system does not have direct access to the Internet, configure a web proxy. See Configure
SupportAssist to use a web proxy on page 53.
1. Perform one of the following actions to access the SupportAssist options:
● In the Home topic, select Action > System Settings, then click the SupportAssist tab.
● In the System topic, select Action > System Settings, then click the SupportAssist tab.
2. Select the SupportAssist checkbox.
The SupportAssist agreement is displayed.
3. Read through the agreement, then acknowledge it by clicking Accept.
The system attempts to establish connectivity with the remote support server. Once connectivity is established, the system
collects an initial full debug log dump and sends it to the SupportAssist server.
NOTE: If the system cannot contact the remote support server, an error message is displayed that contains details
about the connection failure and provides recommended actions.
4. In the Contact Information tab, type the primary contact information and select the preferred contact settings.
To receive email messages when a storage system issue occurs, select the Yes, I would like to receive emails from
SupportAssist when issues arise, including hardware failure notifications checkbox.
5. Click Apply or Apply and Close, and click OK on the confirmation panel.
To disable SupportAssist:
a. Clear the SupportAssist check box.
The SupportAssist opt out confirmation panel is displayed.
b. Click Yes.
c. Click Apply or Apply and Close.
The SupportAssist changes confirmation panel is displayed.
d. Click OK.
Control SupportAssist
Perform the following steps to view and control SupportAssist settings on an ME4 Series storage system:
1. Perform one of the following actions to access the SupportAssist options:
● In the Home topic, select Action > System Settings, then click the SupportAssist tab.
● In the System topic, select Action > System Settings, then click the SupportAssist tab.
● In the Welcome panel, select System Settings, then click the SupportAssist tab.
The SupportAssist tab displays the following information:
● State – Operational status of SupportAssist on the ME4 Series storage system.
● Operation Mode – Operational mode of SupportAssist on the ME4 Series storage system.
● Last Logs Send Status – Status of the last attempt to send ME4 Series storage system logs to SupportAssist.
● Last Logs Send Time – Date and time of the last attempt to send ME4 Series storage system logs to SupportAssist.
● Last Event Send Status – Status of the last attempt to send ME4 Series storage system events to SupportAssist.
● Last Event Send Time – Date and time of the last attempt to send ME4 Series storage system events to SupportAssist.
2. The SupportAssist feature can be disabled or enabled by performing the following actions:
● To disable SupportAssist, clear the SupportAsist check box, click Yes on the confirmation panel, click Apply or Apply
and Close, and click OK on the confirmation panel.
● To enable SupportAssist, select the SupportAsist check box, click Accept on the confirmation panel, click Apply or
Apply and Close, and click OK on the confirmation panel.
3. The following actions can be performed on the SupportAssist tab:
● To pause sending storage system information to SupportAssist, click Pause, and click Yes on the confirmation panel.
● To resume sending storage system information installation to SupportAssist, click Resume, and click Yes on the
confirmation panel.
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Working in the Home topic