Dell Integrated Support Version 1.0.
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Contents 1 About Dell Integrated Support 2 Installing Dell Integrated Support . Installation Prerequisites Minimum Requirements . . . . . . . . . . . . . . . . . 8 . . . . . . . . . . . . . . . . . . 8 10 . . . . . . . . . . . . . . . . . . . . . . . . . 10 Upgrading . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling 4 . . . . . . . . . . . . . . . . . . . . . . . 3 Open Issues and Workarounds 4 Fixed Defects . 5 Known Limitations and Workarounds . . . . . . . . Contents 8 .
6 Troubleshooting . Installing . . . . . . . . . . . . . . . . . . . . . . . . . Launching Logs . . . . . . . . . . . . . . . . . . . 21 . . . . . . . . . . . . . . . . . . . . . . . . 22 . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 . . . . . . . . . . . . . . . . . . 23 . . . . . . . . . . . . . . . . . . . 23 Service Tag Warnings Finding Locally Finding Remotely Services . . . . . . . . . . . . . . . . . . 24 . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\aboutPHOME.fm About Dell Integrated Support 1 Dell Integrated Support integrates with Dell OpenManage Essentials to provide proactive support capabilities for the following Dell enterprise server and storage solutions, using as-maintained environment data: • • Dell PowerEdge servers running: – Microsoft Windows 2008 Standard, Enterprise, or R2 – Red Hat Enterprise Linux 5.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\install.fm 2 Installing Dell Integrated Support Installation Prerequisites Dell Integrated Support requires OpenManage Essentials version 1.0.1 or higher. Dell Integrated Support users must be familiar with OpenManage Essentials installation, configuration, and operation.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\install.fm • All managed PowerEdge and PowerVault devices discovered, categorized, and inventoried by the OpenManage Essentials server. • PowerVault Modular Disk Storage Manager (MDSM) installed on the OpenManage Essentials server, in order to support PowerVault MD Series arrays. • The following are the minimum recommended hardware configurations:. Table 2-1.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\install.fm Downloading To download the Dell Integrated Support installation package: 1 Visit support.dell.com and locate the Dell Integrated Support installation package. 2 Download the Dell Integrated Support installation package to your OpenManage Essentials server.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\install.fm 4 In the License Agreement dialog box, scroll through and read the software license agreement, select I accept the terms in the license agreement, then click Next. The Registration dialog box is displayed. 5 In the Registration dialog box, perform the following: • In the Company Name: field, type your company name.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\install.fm 7 In the Secondary Contact Information (Optional) dialog box, provide the following information for the secondary person to whom Dell will send alert notifications, case status notifications, and so on: NOTE: Although the secondary contact information is not required, it is recommended that you enter a secondary contact user.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\install.fm • Password — The user password must contain one or more printable characters, and no more than 127 characters. • Confirm Password — Repeat the user password. The password should match with one provided in the Password field. Click Next. The Troubleshooting Tools dialog box is displayed. This dialog box provides an option to enable tools that gather troubleshooting data on your remote systems.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\install.fm • Password — The user password must contain one or more printable characters, and no more than 127 characters. • Confirm Password — Repeat the user password. The password should match with one provided in the Password field. Click Next. The Ready to Install the Program dialog box is displayed.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\install.fm Upgrading If Dell Integrated Support version 1.0.1 is already installed on your system, you can upgrade to Dell Integrated Support version 1.0.2. To upgrade Dell Integrated Support: 1 On the Dell OpenManage Essentials server, right-click the installer package, then select Run as administrator.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\open_issues.fm Open Issues and Workarounds 3 This section describes Dell Integrated Support open issues and resolutions when applicable. D E F E C T ID P HO ME-3 63 D E S CR I P T I O N : • Users cannot adjust the alert flood level required to automatically enter Maintenance Mode. WORKAROU ND: • None at this time. VE RSIONS AFFECTED: • 1.0, 1.0.1, 1.0.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\open_issues.fm D E F E C T I D P HO M E- 3 75 D ES C R IP TI O N: • Hardware Issue Details description appears twice in case creation emails. WORKAROUND: • None at this time. You can safely ignore the second description instance. VERSIONS AFFECTED: • 1.0, 1.0.1, 1.0.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\fixes.fm Fixed Defects 4 This chapter describes software defects found in the prior release, and fixed in Dell Integrated Support Version 1.0.2. See Table 4-1. Table 4-1. Version 1.0.2 Fixed Defects Defect Number Description PHOME-146 The Case List report’s data grid display does not scale proportionately when the browser window is resized. PHOME-369 DIS cannot be upgraded.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\limitations.fm Known Limitations and Workarounds 5 This section describes any known Dell Integrated Support limitations, and resolutions when applicable. D E F E C T I D P HO M E- 3 30 , P HO ME 38 5 D ES C R IP TI O N: • The following sequence can result in DIS troubleshooting tools not running on a managed device that has an open case: 1 A support case is created for a device.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\limitations.fm D E F E C T ID P HO ME-3 77 D E S CR I P T I O N : • DIS cannot collect troubleshooting information from managed PowerVault MD Series storage arrays unless Dell PowerVault Modular Disk Storage Manager (MDSM) is installed on the OME server. In addition, a message similar to the following will appear in the log-file.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\troubleshoot.fm 6 Troubleshooting This section describes procedures you can use to troubleshoot Dell Integrated Support issues.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\troubleshoot.fm Launching • If you see a Problem starting the Dell Integrated Support Service error upon launching Dell Integrated Support, there may be a Windows registry configuration problem with the Dell Integrated Support Service. If this occurs, uninstall and then reinstall Dell Integrated Support. • The Dell Integrated Support dashboard requires some DLLs that are installed in OpenManage Essentials version 1.0.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\troubleshoot.fm • Log files are purged from storage after 45 days. • To view the Windows Event Log, invoke the Event Viewer application and then expand Applications and Services Logs. The DellIntegratedSupport log file contains entries from the dashboard service. The dashboard logs messages here that correspond to value of the Windows Registry key, WindowsEventLogLevel, or higher.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\troubleshoot.fm Finding Remotely To find the Dell service tag on a remote device: 1 Type the following at a Windows command prompt on the local device: wmic /user:\ /node: bios get serialnumber 2 Enter the remote user password when prompted. A message similar to the following is displayed: SerialNumber ABCDEF0 After finding the correct Dell service tag of the device, contact Dell technical support.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\troubleshoot.fm 5 In the Port field, type the port number that is used by the proxy server for client connections (by default, 8080). 6 Click OK. To restart the Dell Integrated Support Windows service: 1 Click Start→ Run. The Run dialog is displayed. 2 In the Run dialog, type services.msc, and then click OK. The Services Microsoft Management Console (MMC) is displayed.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\troubleshoot.fm • To verify that the Dell Integrated Support dashboard can connect to the Dell Integrated Support server, you can execute the E-Mail Connectivity Test. If the server is responding you will see a success message in the dashboard. If not, the server may be down.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\troubleshoot.fm The compressed file can be decompressed using any standard ZIP utility, or the Extract menu built into Windows Server 2008 or newer. The report file is encrypted with the password, dell (all lowercase), which must be specified in your ZIP utility before decompressing. The report information can then be viewed by opening the dsetreport.hta file in your web browser.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\Release Notes 1.0.2\supportInfo.fm Global Support Information 7 Obtaining Support For Dell technical support contact information, visit dell.com/contactus. For Dell technical support chat, visit support.dell.com/support/topics/global.aspx/support/chat/hardware_chat. Technical Documentation For information about technical documentation support: 1 Visit support.dell.com/manuals. 2 Click Software.
