Dell Integrated Support Version 1.0.2 User Guide FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\title.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 Notes and Cautions NOTE: A NOTE indicates important information that helps you make better use of your computer. CAUTION: A CAUTION indicates potential damage to hardware or loss of data if instructions are not followed. Copyrights Information in this publication is subject to change without notice. © 2012 Dell Inc. All rights reserved.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\title.fm FluentNHibernate: Copyright © 2008-2011 James Gregory and contributors under the BSD license. PagedList: License: The MIT License.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.
Contents 1 About Dell Integrated Support What is Dell Integrated Support? Remote Monitoring . . . . . . . . . . 9 . . . . . . . . . . . . . 9 . . . . . . . . . . . . . . . . Automated Log and Configuration Collection . . . 10 . . . . . . . . . 10 . . . . . . . . . . . . . 10 . . . . . . . . . . . . . . . . . . . 11 Automatic Support Case Creation Proactive Parts Dispatch . How Does it Work? . . . . . . . . . . . . . . . . 11 . . . . . . . . . . . . . . . . . . . 12 Case Data Handling .
3 Getting Started . . . . . . . . . . . . . . . . . . . Logging In to Dell Integrated Support . 4 Viewing Support Cases Case List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 . . . . . . . . . . . . . . . . 26 . . . . . . . . . . . . . . . . . . . . . . . 27 Refreshing the Display Viewing Devices Device Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 29 30 . . . . .
8 Confirming E-Mail Connectivity . E-Mail Connectivity Test . 9 Troubleshooting . Installing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 39 41 41 . . . . . . . . . . . . . . . . . . . . . . . . 42 . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Launching Logs . . . . . . . Service Tag Warnings Finding Locally . . . . . . . . . . . . . . . . . . 43 . . . . . . . . . . . . . . . . . . .
Contents
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\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\UserGuide_1.0.2 mock\UG_MIF\aboutPHOME.fm Table 1-1 provides a comparison of the Dell Integrated Support features available on the Dell Basic Hardware and ProSupport service contracts. Table 1-1.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\aboutPHOME.fm How Does it Work? Dell Integrated Support continually collects information about your OpenManage Essentials-managed Dell computer hardware and software, enabling Dell to provide you with a personalized and efficient support experience. Dell Integrated Support monitors the system health status.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\aboutPHOME.fm Event Handling Dell Integrated Support intelligently handles event storm conditions, allowing up to 9 separate alerts from your OpenManage Essentials-managed environment in a 60-minute time span. If Dell Integrated Support receives 10 or more separate alerts from your OpenManage Essentials-managed environment within that time it automatically enters Maintenance Mode.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\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\UserGuide_1.0.2 mock\UG_MIF\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\UserGuide_1.0.2 mock\UG_MIF\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\UserGuide_1.0.2 mock\UG_MIF\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\UserGuide_1.0.2 mock\UG_MIF\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\UserGuide_1.0.2 mock\UG_MIF\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\UserGuide_1.0.2 mock\UG_MIF\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\UserGuide_1.0.2 mock\UG_MIF\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\UserGuide_1.0.2 mock\UG_MIF\getstart.fm 3 Getting Started Logging In to Dell Integrated Support To start and log in to Dell Integrated Support: 1 On the OpenManage Essentials server: • Double-click the Dell Integrated Support desktop icon. Or, • Click Start→ All Programs→ Dell OpenManage Applications→ Dell Integrated Support. A Windows Security login dialog box appears.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\caseList.fm Viewing Support Cases 4 Case List The Case List report is the default Dell Integrated Support dashboard view. You can also access this report from anywhere in the dashboard by clicking the Cases tab. NOTE: The Case List default sorting is by Date Opened, in descending order. See Filtering and Sorting for more sorting options.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\caseList.fm Table 4-1 presents the automatically-generated support case information for your supported Dell devices, as displayed in the Case List report: Table 4-1. Case List Report Contents Column Description Case Status The current state of the support case. The status of a case may be: • Open — Dell technical support has opened the submitted case.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\caseList.fm Table 4-1. Case List Report Contents (continued) Column Description Progress The current support case progress status. The progress status may be: • Case Access Error — Dell Integrated Support cannot currently access the case information. • Case Service Unavailable — Dell’s support case service is currently unavailable.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\caseList.fm Table 4-1. Case List Report Contents (continued) Column Description Service Contract The Dell service contract level under which the device is covered. The service contract levels include: • Unknown — Dell Integrated Support cannot determine the service contract. • Invalid Service Tag — The service tag of the device is invalid.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\caseList.fm Service Contract and Service Tag Warnings A warning icon appears in the Service Contract column for cases that may have expired, are invalid, have no service contract warnings, or if the service tag is currently invalid. If any cases display a warning icon in the Service Contract column: 1 Move the pointer over the warning icon to display a tooltip.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\caseList.fm 3 Click Apply Filters. The report refreshes to display the data according to your criteria, or the following message is displayed if there are no matches: No support cases found. Please review your search criteria and try again. 4 To clear the search criteria and try again, click Clear Filters. The report refreshes to display the default content. 5 Repeat Step 2 through Step 3.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\caseList.fm • To page through the report, click the paging control icons that appear at the bottom-right of the Case List page. The paging controls enable you to navigate to the: – First page – Previous page – Next page – Last page Refreshing the Display You can refresh the display in two ways: • Click the Refresh button on the web browser to regenerate the last sort operation.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\deviceInventory.fm 5 Viewing Devices Device Inventory The Device Inventory report displays your supported OpenManage Essentials-discovered devices (see Minimum Requirements). You can access this report from anywhere in the dashboard by clicking the Devices tab. NOTE: The Device Inventory default sorting is by Device Name, in ascending order. See Filtering and Sorting for more sorting options.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\deviceInventory.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\deviceInventory.fm By Column Name To sort the display by column name, click any column header. The report refreshes to display the data according to your criteria. Return to Default Sort To return to the default Device Inventory view (Device Name, in ascending order), click the Devices tab. The report refreshes to the default sorting criteria. Any newly-discovered devices appear in the report.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\deviceInventory.fm Refreshing the Display You can refresh the display in two ways: • Click the Refresh button on the web browser to regenerate the last sort operation. The web browser may display a dialog box with the following message: To display the webpage again, the web browser needs to resend the information you’ve previously submitted.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\productInfo.fm Viewing Product Information 6 The About dialog displays the Dell Integrated Support product version and copyright information, as well as detailed Dell Integrated Support feature descriptions. To view general and detailed Dell Integrated Support product information: 1 Click the About link at the top-right corner of the Dell Integrated Support dashboard. The About dialog is displayed.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\profileInfo.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\profileInfo.fm 5 Make the required changes to any of the following fields: • First Name — The first name can contain letters, quotation marks [ ’ ], periods [ . ], spaces, and must contain no more than 50 characters. • Last Name — The last name can contain letters, quotation marks [ ’ ], periods [ . ], spaces, and must contain no more than 50 characters.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\profileInfo.fm Troubleshooting Features From time to time you may need to change the user credentials required by Dell Integrated Support in order to gather troubleshooting information from your OpenManage Essentials-managed Dell systems. Dell Integrated Support can gather that information from supported Windows, Linux, and VMware ESX/ESXi based managed Dell server and storage devices.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\profileInfo.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. NOTE: Your user credentials are encrypted and saved locally. 3 Select the Automatically run troubleshooting tools when needed (user credentials required) check box.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\profileInfo.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\emailConnectivity.fm Confirming E-Mail Connectivity 8 E-Mail Connectivity Test The e-mail connectivity test enables you to check the Dell Integrated Support e-mail connectivity status, in order to ensure that you can receive the most current case and device updates.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\emailConnectivity.fm If the connectivity test fails, the following error message is displayed: Error: Connectivity test failed. Please check your network settings. If your network settings are correct, please contact Dell Technical Support for further instructions If Dell Integrated Support displays an error message, ensure that your network settings are correct, and then click Retry.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\troubleshoot.fm 9 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\UserGuide_1.0.2 mock\UG_MIF\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.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\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\UserGuide_1.0.2 mock\UG_MIF\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.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\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\UserGuide_1.0.2 mock\UG_MIF\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\UserGuide_1.0.2 mock\UG_MIF\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\UserGuide_1.0.2 mock\UG_MIF\troubleshoot.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\supportInfo.fm Viewing Support Information 10 Dell Integrated Support — Support Information The Help screen displays Dell Integrated Support product version and copyright information, as well as provides convenient access to Dell technical support and Dell OpenManage Essentials information.
FILE LOCATION: C:\Users\durai_singh\Desktop\PhoneHome\Release_1.0\UserGuide_1.0.2 mock\UG_MIF\supportInfo.fm Global Support Information NOTE: For the latest list of Dell Integrated Support open issues (and resolutions where applicable), see the Dell Integrated Support Release Notes, available at support.dell.com/manuals. 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.
Index A About Dell Integrated Support, 9 Agreement end user license, 11 B Basic Hardware features, 10 Connectivity email confirming, 39 Contact Information, 34 Credentials troubleshooting ESX, 36 ESXi, 36 Linux, 36 Windows, 36 Customizing Data Case List, 26 C Case Data handling, 11 Case List customizing data, 26 filtering data, 26 paging, 27 refreshing data, 28, 32 sorting data, 26 warnings service contract, 26 service tag, 26 Cases viewing, 22 Collected Data, 12 Confirming email connectivity, 39 D Data
logs troubleshooting, 42 provides proactive support capabilities for Dell PowerEdge Servers, 9 Dell PowerVault Storage Arrays, 9 service tag warnings troubleshooting, 43 services troubleshooting, 44 troubleshooting, 41 data, 46 installing, 41 launching, 42 logs, 42 service tag warnings, 43 services, 44 uninstalling, 20 Device Inventory filtering data, 30 manipulating data, 30 paging, 31 sorting data, 30 Devices viewing, 29 Downloading Dell Integrated Support installation package, 15 E Email Connectivity c
G prerequisites, 13 troubleshooting, 41 Getting Started, 21 H Handling case data, 11 events, 12 I Install Wizard Completed Dell Integrated Support installing, 19 Installation Language Dell Integrated Support, 15 Installation Package downloading Dell Integrated Support, 15 Installing Dell Integrated Support, 13, 15 downloading installation package, 15 install wizard completed, 19 installation language, 15 installation location, 19 minimum requirements, 13 MDSM, 14 Modular Disk Storage Manager, 14 OMSA, 1
Dell Integrated Support installation requirements, 13 MDSM Dell Integrated Support installation requirements, 14 Minimum Requirements installing Dell Integrated Support, 13 MDSM, 14 Modular Disk Storage Manager, 14 OMSA, 13 OpenManage Server Administrator, 13 SNMP, 13 Modular Disk Storage Manager Dell Integrated Support installation requirements, 14 N Notification Preferences email, 35 O OMSA Dell Integrated Support installation requirements, 13 Open Source trademarks, 2 OpenManage Essentials Dell Integr
Dell Integrated Support provides for Dell PowerEdge Servers, 9 PowerVault Storage Arrays, 9 Product Information viewing, 33 Profile Information updating, 34 viewing, 34 ProSupport features, 10 R Red Hat Enterprise Linux 5.
supported PowerEdge Servers, 9 SUSE Enterprise Linux 11 supported PowerEdge Servers, 9 T Trademarks, 2 open source, 2 Troubleshooting Dell Integrated Support, 41 installing, 41 launching, 42 logs, 42 service tag warnings, 43 services, 44 troubleshooting data, 46 Troubleshooting Credentials ESX, 36 ESXi, 36 Linux, 36 Windows, 36 devices, 29 product information, 33 profile information, 34 support information, 49 Dell Global, 50 Dell Integrated Support, 49 VMware ESX 3.
case list, 26 Windows troubleshooting credentials, 36 Windows 2008 Enterprise supported PowerEdge Servers, 9 Windows 2008 R2 supported PowerEdge Servers, 9 Windows 2008 Standard supported PowerEdge Servers, 9 Wizard install completed, 19 Index 7
8 Index
