SupportAssist Enterprise Version 1.0 User's Guide May 2020 Rev.
Notes, cautions, and warnings NOTE: A NOTE indicates important information that helps you make better use of your product. CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem. WARNING: A WARNING indicates a potential for property damage, personal injury, or death. © 2017 - 2020 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries.
Contents Chapter 1: Overview...................................................................................................................... 8 Overview of supported device types..............................................................................................................................8 How SupportAssist Enterprise works.............................................................................................................................
Chapter 4: Viewing cases and devices......................................................................................... 45 Viewing all support cases................................................................................................................................................ 45 Case management options..............................................................................................................................................
Types of email notifications............................................................................................................................................ 75 Chapter 9: Configuring data collection settings...........................................................................77 Prerequisites for collecting system information.........................................................................................................
Device correlation............................................................................................................................................................ 107 Detection of hardware issues in attached storage devices...................................................................................107 Support for Dell OEM servers......................................................................................................................................
Security.............................................................................................................................................................................. 127 Chapter 16: SupportAssist Enterprise user interface..................................................................128 SupportAssist Enterprise Registration Wizard......................................................................................................... 129 Welcome...........................................
1 Overview 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.
○ Dell PowerVault DL devices ○ Dell OEM-ready servers ● Storage ○ ○ ○ ○ Dell Dell Dell Dell EqualLogic storage arrays PowerVault MD Series storage arrays Compellent storage arrays network attached storage (NAS) devices ● Networking ○ ○ ○ ○ ○ Dell Dell Dell Dell Dell PowerConnect switches Force10 switches Networking switches Networking X-Series switches Networking Wireless Controllers Mobility Series ● Chassis ○ Dell PowerEdge FX2/FX2s ○ Dell PowerEdge VRTX ○ Dell PowerEdge M1000e Related references Id
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.
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 https://www.Dell.com/privacy.
2 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.
6. (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: 1.
● 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.
Table 2.
● ● ● ● ● SUSE Linux Enterprise Server 12 SUSE Linux Enterprise Server 11 SP4 SUSE Linux Enterprise Server 10 SP4 Oracle Linux 7.x Oracle Linux 6.x 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.
Table 3. Network port requirements on the local system (continued) Port Direction Usage 61616 In 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.
● The system must meet the requirements for installing SupportAssist Enterprise. See Minimum requirements for installing and using SupportAssist Enterprise. Steps 1. Right-click the SupportAssist Enterprise installer package and then click Run as administrator. NOTE: Microsoft User Access Control (UAC) requires that the installation is performed with elevated privileges that are obtained only through the Run as administrator option.
Installing SupportAssist Enterprise (Linux) Prerequisites ● Download the SupportAssist Enterprise installation package for Linux operating systems. See Downloading the SupportAssist Enterprise installation package on page 14. ● 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) on page 108.
7. 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.
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 on page 14. Steps 1. Right-click the SupportAssist Enterprise installer package and click Run as administrator.
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 on page 25. 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.
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.
● 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 name@company.com format. It must contain a minimum of five characters and not exceed 50 characters.
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 1. Open the terminal window and create a policy file named supportassistpolicy.te. 2. Open the policy file (supportassistpolicy.te) and type the following: module supportassistpolicy 1.
NOTE: The recommended screen resolution for optimally viewing the SupportAssist Enterprise user interface is 1280 x 1024 or higher. Logging in to SupportAssist Enterprise Steps 1. In the SupportAssist Enterprise login page, type the user name and password in the appropriate fields. NOTE: You must provide the user name and password of a user account that is a member of the SupportAssistAdmins or SupportAssistUsers user group.
3 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.
Table 6. Selecting a device type (continued) Device Type Devices that you can add Peer Storage (PS) / EqualLogic Dell EqualLogic PS Series storage arrays PowerVault Dell PowerVault MD series storage arrays Server / Hypervisor 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.
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.
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.
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 on page 31. For more information on how SupportAssist Enterprise correlates device information, see Device correlation on page 107.
automatically configure the device to forward alerts, ensure that the Configure SNMP Settings option is selected. A task 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. 7. Click Next. The Device Credentials page is displayed. 8. Type the iDRAC administrator user name and password in the appropriate fields and click Next.
● Dell PowerEdge FX2/FX2s ● Dell PowerEdge VRTX ● Dell PowerEdge M1000e Steps 1. Click Devices. The Devices page is displayed. 2. Click Add Devices. The Add Single Device or Import Multiple Devices wizard is displayed. 3. From the Device Type list, select Chassis. 4. 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. 5.
Related references Add Single Device on page 137 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.
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.
8. Click Finish. The device is added to the device inventory and the Summary page is displayed. 9. Click OK to close the Add Single Device wizard. Next steps If a message is displayed stating that the device is added to the Staging group: 1. Ensure that all prerequisites for adding the device are met. 2. Revalidate the device. See Revalidating a device on page 43.
2. Revalidate the device. See Revalidating a device on page 43. Related references Add Single Device on page 137 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.
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.
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.
6. Depending on the device type and your requirement, select or clear the available options, and click Next. The Device Credentials page is displayed. 7. 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. 8.
4. Click Download .csv template and save the .csv file. 5. 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.
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.
Related references Import Multiple Devices on page 139 Exporting details of devices that were not imported About this task You can export the details of the devices that were not imported as a .csv file. The exported file contains the device details, description of the issue, and the possible resolution. Steps 1. Click Devices. The Devices page is displayed. 2. In the Device Import pane, click Save failed device list. The Save As window is displayed. 3.
Figure 9. Revalidate option The device overview pane is displayed at the right side of the Devices page. 4. Click Revalidate. SupportAssist Enterprise identifies the device and verifies if all the requirements for enabling SupportAssist Enterprise capabilities are met. If the revalidation is successful, the device is moved to the Default group.
4 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: 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.
Steps 1. Click Cases. The Cases page is displayed. 2. In the Refine by pane, from the Source Type list, select SupportAssist. The list of all cases that were opened by SupportAssist are displayed. 3. Select the support case that you want to suspend. NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist. NOTE: The Suspend Activity 24 hours option is disabled if you have already requested to suspend notifications for the selected support case. 4.
Related tasks Testing the case creation capability on page 69 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.
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.
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.
Clearing the data filter You can clear the data filter you applied on the Cases and Devices pages to view all the available data. Steps displayed in the column header. 1. Click the filtered icon The filtering options are displayed. 2. Click Clear. The user interface displays all the available data. Sorting the displayed data About this task To sort the data displayed on the Cases and Devices pages, click a column header.
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.
5 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.
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.
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.
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.
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.
Steps 1. Point to Devices and click Groups. The Device Groups page is displayed. 2. Select a device group. 3. From the Select group actions list, select Edit / Delete Device Group. The Edit / Delete Group window is displayed. 4. Edit the name and description based on your preference and click Update. Deleting a device group Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges.
6 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.
• Enabling or disabling device-level maintenance mode Enabling or disabling global-level maintenance mode Enabling global-level maintenance mode suspends the automatic case creation capability for all devices. Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 96 and Granting elevated or administrative privileges to users on page 98. Steps 1. Point to Settings and click Preferences.
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.
7 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.
Enterprise to automatically create a support case when a hardware issue occurs on a device, monitoring must be enabled for that device. Steps 1. Click Devices. The Devices page is displayed. 2. Select the device for which you want to enable or disable monitoring. The device overview pane is displayed at the right side of the Devices page. 3. In Monitoring, select Enable or Disable depending on your requirement. Figure 20.
The Edit Credentials link is enabled. Figure 21. Edit Credentials option 3. 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).
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 1. Click Devices. The Devices page is displayed. 2. Select the server where you want to install or upgrade OMSA. The device overview pane is displayed at the right side of the Devices page. 3. From the Tasks list, select Install / Upgrade OMSA.
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.
The Status column on the Devices page displays the status of the SNMP configuration. Related references Support for automatically configuring SNMP settings on page 107 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.
NOTE: If the user name and password required to connect to the proxy server are not provided, SupportAssist Enterprise connects to the proxy server as an anonymous user. 4. If a user name and password are required to connect to the proxy server, select 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.
Viewing the connectivity status Steps 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 link to view a description of the problem and the possible resolution steps. Error status is displayed, click the Performing the connectivity test Steps 1. In the SupportAssist Enterprise header area, point to the user name link, and then click Connectivity Test.
Related references Test SupportAssist Enterprise on page 152 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.
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.
Deleting a device Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 96 and Granting elevated or administrative privileges to users on page 98. About this task You can delete one or more devices from SupportAssist Enterprise, if you do not want to monitor a device or for other reasons.
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.
8 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.
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.
Table 7. Types of email notifications (continued) Email notification type When the email notification is sent Origin of the email notification collect system information from the device. Unable to send the collected system information to 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.
9 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.
￭ 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.
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 on page 80. Steps 1. Point to Settings and click Preferences. The Preferences page is displayed. 2.
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.
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.
Related references Preferences on page 148 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.
10 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.
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. View a collection from the Collections page About this task The Collections page lists all the collections that have been performed successfully.
Figure 29. View Collection option The collection overview pane is displayed. NOTE: The View Collection or Download Collection option is disabled if the collection was performed by a Remote Collector. 3. Click View (for server collections) or Download (for all other device types and multiple device collections). If the collection is from a server, the Configuration Viewer is displayed in a new web browser window.
Figure 30. Configuration Viewer 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 TOKENn—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.
Log types Description Unstructured logs Contain a snapshot of the system files such as the Remote Access Controller (RAC) logs, Windows event logs, and other logs. When you click the 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.
Table 9.
Table 9. Items reported in periodic collections from servers (continued) Items reported Device added in SupportAssist Enterprise with Device Type as Server / Hypervisor OMSA is installed on the device OMSA is not installed on the device Device added in SupportAssist Enterprise with the Device Type as iDRAC 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.
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.
11 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.
● 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.
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.
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.
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 1. Perform a collection from the device.
12 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.
Table 11.
Granting elevated or administrative privileges to users About this task You can grant elevated or administrative privileges to users by adding them to specific user groups on the system where SupportAssist Enterprise is installed. The user groups to which a user must be added to grant elevated or administrative privileges vary depending on the operating system where SupportAssist Enterprise is installed.
3. To add an existing user account to a SupportAssist Enterprise user group, use the following syntax: usermod –G SupportAssist_Enterprise_user_group_name User_name For example: ● To add an existing user account (for example, User1) to the SupportAssistAdmins user group, type usermod –G SupportAssistAdmins User1 and press Enter. ● To add an existing user account (for example, User2) to the SupportAssistUsers user group, type usermod –G SupportAssistUsers User2 and press Enter.
13 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.
● ● ● ● ● ● ● Windows Server 2008 SP2 (32-bit) Windows Small Business Server 2008 Windows Small Business Server 2011 Windows Server 2012 Windows Server 2012 R2 Windows Server 2016 Server Core for Windows Server 2012 Steps 1. On the server where SupportAssist Enterprise is installed, browse to the C:\Program Files\Dell\SupportAssist \scripts folder. 2. Copy the script file (WindowsSNMPConfig.ps1) located in the folder and paste the file at a desired location (for example, C:\temp) on the device. 3.
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) on page 108 ● Ensure that you have root privileges on the device. The script file is supported only on devices running the following operating systems: ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Red Hat Enterprise Linux 5.5 (32-bit and 64-bit) Red Hat Enterprise Linux 5.
Manually configuring the alert destination of a server (Linux) Perform the following steps to manually configure the alert destination of a server running Linux: Steps 1. Run the command rpm -qa | grep snmp, and ensure that the net-snmp package is installed. 2. Run cd /etc/snmp to navigate to the snmp directory. 3. Open snmpd.conf in the VI editor (vi snmpd.conf). 4. Search snmpd.conf for # group context sec.model sec.
iDRAC is now configured to forward alerts to the server where SupportAssist Enterprise is installed. NOTE: For information on configuring the alert destination of an iDRAC using other methods, see the “Configuring IP Alert Destinations” section in the iDRAC User’s Guide at https://www.Dell.com/idracmanuals. Manually configuring the alert destination of a chassis by using the web interface Prerequisites You must be logged in to the CMC web interface with administrator privileges. Steps 1.
14 Other useful information This chapter provides additional information that you may require while using Dell EMC SupportAssist Enterprise.
Benefits of agent-based monitoring Even though Dell's 12th and 13th generation of PowerEdge servers can be monitored through the agentless (iDRAC) method, agent-based (OMSA) method has the following benefits: ● Alert generation capabilities of OMSA and iDRAC are not the same. In Dell's 13th 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.
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 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.
5. Add one of the following based on your preference: ● %root ALL=(ALL) NOPASSWD: ALL — To grant permission to all users in the root group. ● user_name ALL=(ALL) NOPASSWD: ALL — To grant permission to only a specific user. 6. Save the /etc/sudoers file.
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.
Uninstalling SupportAssist Enterprise (Windows) Prerequisites Log in to the server where SupportAssist Enterprise is installed with administrator privileges. Steps 1. Perform one of the following based on the operating system: ● 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.
Steps 1. Open the terminal window on the system where SupportAssist Enterprise is installed. 2. Browse to the /opt/dell/supportassist/bin folder. 3. Type ./uninstall silent and press Enter. Identifying the generation of a Dell PowerEdge server You can quickly identify the generation of a PowerEdge server by observing the representation of the server model. The following table provides information about the various generations of PowerEdge servers and their model representation. Table 12.
15 Troubleshooting The following sections provide the information required to troubleshoot issues that may occur while installing and using SupportAssist Enterprise.
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.
￭ 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 /add — To add User1 to the SupportAssistAdmins user group. ￭ net localgroup SupportAssistUsers /add — To add User2 to the SupportAssistUsers user group. ● Verify if the Dell SupportAssist Service is running.
● If the error message states that SupportAssist Enterprise is unable to add the device because the SSL encryption level of the device is set to 256 bit or higher: 1. Download the https://www.azulsystems.com/products/zulu/cryptographic-extension-kit available at the Azul Systems website. 2. Extract the downloaded file. 3. Copy the local_policy.jar and US_export_policy.
● Verify if the assigned Account Credentials (user name and password) you provided are correct. Virtual machine ● Ensure that you are logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users on page 98. ● Ensure that the system hosting the virtual machine is reachable from the server where SupportAssist Enterprise is installed. ● Ensure that the required ports and protocols are enabled on the network.
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 on page 64. ● 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.
○ Ensure that the device has all the required OMSA dependencies installed. For more information about OMSA dependencies, see the “Remote Enablement Requirements” section in the Dell OpenManage Server Administrator Installation Guide at https://www.DellTechCenter.com/OMSA. ● Retry the installation of OMSA. See Installing or upgrading OMSA by using SupportAssist Enterprise on page 64.
● 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.
Storage If the device is a Storage PS Series array: ● Ensure that Secure Shell (SSH) and SNMP service are running on the device. ● Ensure that you provide the management group IP address of the device in the add device wizard. If the device is a Storage SC Series array: ● Ensure that the REST service is running on the device. ● Ensure that SupportAssist is enabled in Enterprise Manager. For information on enabling SupportAssist in Enterprise Manager, see the Enterprise Manager Administrator's Guide at Dell.
Insufficient storage space to gather system information Insufficient storage space to gather system information status, ensure that the server where If a device displays an 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.
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.
Steps 1. In the iDRAC web console, click Overview > Server > Logs Page. 2. Click Clear Log. Clearing the System Event Log by using OMSA Prerequisites Ensure that you are logged in to OMSA with administrative privileges. About this task If OMSA is installed on the device, you can perform the following steps to clear the System Event Log.
○ Verify if the credentials you provided have administrator rights on the device. ○ Verify if the Windows Management Instrumentation (WMI) service is running on the device. ○ If the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at https://www.msdn.microsoft.com. ● If you are editing the credentials of a device running a Linux operating system: ○ Verify if the credentials you provided have root, super user, or sudo user rights on the 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 /
2. Type services.msc, and then click OK. The Services Microsoft Management Console (MMC) is displayed. 3. Verify if the Dell SupportAssist Service displays the status as Running. 4. 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: Steps 1. Open the terminal window on the system where SupportAssist Enterprise is installed. 2.
16 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.
Table 14. Banners in the SupportAssist Enterprise header area (continued) Banner Description Update available 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.
Related tasks Registering SupportAssist Enterprise on page 22 Welcome The Welcome page enables you to start the registration of SupportAssist Enterprise. Click Next to start the registration of SupportAssist Enterprise. Proxy Settings The Proxy Settings page allows you to configure the proxy server settings. NOTE: The Proxy Settings page is displayed only if you confirm that the system connects to the Internet through a proxy server.
Summary The Summary page allows you to complete the setup. Click Finish to open the SupportAssist Enterprise Devices page. Login page The following table describes the fields displayed in the SupportAssist Enterprise login page. Table 17. Login page Field Description Username User name required to log in to SupportAssist Enterprise. Password Password required to log in to SupportAssist Enterprise. Login Click to log in to SupportAssist Enterprise.
Table 18. Cases page (continued) Column name Description ● 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.
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 table describes the automatically generated inventory information for your supported Dell devices, as displayed in the Devices page. Table 19. Devices page Column name Description Check box Use to select a device for viewing the device overview pane, or for performing certain tasks on the device.
Table 19. Devices page (continued) Column name Description Model Model of the device. For example, PowerEdge M820. Status 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.
Table 19. Devices page (continued) Column name Description ● 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.
● 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 Description Device Type Displays a list of device types that you can add.
Related tasks Adding Adding Adding Adding Adding Adding Adding Adding a server or hypervisor on page 28 an iDRAC on page 31 a chassis on page 32 a Dell Networking device on page 34 a PowerVault MD Series storage array on page 35 a Dell EqualLogic PS Series storage array on page 36 a Dell Compellent SC Series storage solution on page 37 a Dell Fluid File System (FluidFS) NAS device on page 38 Device Credentials The Device Credentials page enables you to provide the credentials required to connect and ident
Table 23. Summary page (continued) Field Description IP Address / Host name The IP address or host name that you have provided for the device. Service Tag A unique, alphanumeric identifier that allows Dell to individually recognize each Dell device. Device Type The type of the device. Model The model of the device. OS Type The operating system installed on the device. Group The device group to which the device is assigned.
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.
Table 24. Device overview pane (continued) Field Description ● 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.
Table 25. Multiple Device Collection window (continued) Field Description Dell Support Request/case number (Optional) 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).
Manage Contacts on page 144 Edit/Delete Device Group on page 144 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 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 Description Use default Select to use the contact information already available in the Settings > Contact Information page. Primary Select to provide the primary contact details.
Table 30. Edit/Delete Device Group (continued) Field Description Description Allows you to view or edit the description of the device group. Update Click to save the edited device group information. Delete Click to delete the device group. Cancel Click to discard the changes you have made.
Table 32. Collection overview pane (continued) Field Description Service Tag A unique, alphanumeric identifier that allows Dell to individually recognize each Dell device. Collection status The status of the collection from the device. View Collection (for server collections only) Click to open a collection from a server in the Configuration Viewer. Download Collection (for storage, networking, chassis, and multiple-device collections only) Click to download the collection as a .zip file.
Table 33. Collection Schedules (continued) Field Description ● ● ● ● Recurs every 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 Specify day and time Allows you to select the day and time when the system information will be collected.
Table 34. Proxy Settings (continued) Field Description Proxy requires authentication Select this option if a user name and password are required to login to the proxy server. User Name View or edit the user name required to connect to the proxy server. Password Edit the password required to login to the proxy server.
Table 35. Preferences (continued) Field Description Collection Data Settings Storage Center with Fluid File System Select Logs to collect logs from the device. Server ● Select Software to collect software-related information from the device. ● Select Logs to collect logs from the device. NOTE: For information about the logs that are collected by SupportAssist Enterprise, see the SupportAssist Enterprise Version 2.0.50 Reportable Items document at https://www.dell.com/serviceabilitytools.
Table 36. Contact Information (continued) Field Description Primary Select this option to view the primary contact information. Secondary Select this option to view the secondary contact information. First Name View or edit the first name of the primary or secondary contact. Last Name View or edit the last name of the primary or secondary contact. Phone View or edit the phone number of the primary or secondary contact.
● 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 Description Enable Email Notification Select this option to enable configuring the email server settings. Host Name / IP Address View or edit the email server address or name. Port View or edit the email server port number.
Table 38. Connectivity Test (continued) Field Description ● 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. Last Verified Displays the date and time the connectivity status was last verified. Test Connectivity Click to perform the selected connectivity tests.
17 Error code appendix The following table lists the error codes, error messages, and possible resolutions. Table 40. Error code appendix Error code Error message Possible resolution 3000_1 3000_2 3000_3 3000_4 3000_5 An unexpected error occurred during the installation of Dell OpenManage Server Administrator (OMSA) on device name. Do one of the following: ● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade OMSA from the Tasks list.
Table 40. Error code appendix (continued) Error code Error message Possible resolution If the problem persists, contact Dell Technical Support for further assistance. 3000_10 3000_12 3000_13 3000_14 An unexpected error occurred during the installation of Dell OpenManage Server Administrator (OMSA) on device name. Do one of the following: ● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade OMSA from the Tasks list.
Table 40. Error code appendix (continued) Error code Error message Possible resolution An unexpected error occurred during the installation of Dell OpenManage Server Administrator (OMSA) on device name.
Table 40. Error code appendix (continued) Error code Error message Possible resolution manually configure the SNMP settings. For instructions to manually configure the SNMP settings, Manually configuring the alert destination of iDRAC by using the web interface on page 103. 5000_2 SNMP settings of the device could not be configured because the integrated Dell Remote Access Controller (iDRAC) does not have the required license that is installed.
Table 40. Error code appendix (continued) Error code Error message Possible resolution 5000_14 SNMP settings of the device could not be configured because the WMI service is disabled. 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.
Table 40. Error code appendix (continued) Error code Error message Possible resolution SA-0004 SupportAssist Enterprise is unable to import devices because the .csv file is not available at the specified location. Ensure that the .csv file is available at the specified location and then retry the operation. SA-0006 SupportAssist Enterprise is unable to import devices because the .csv file is not valid. Ensure that the .csv file is valid and then retry the operation.
Table 40. Error code appendix (continued) Error code Error message Possible resolution SA-0045 Identification or cancellation for this device is already in progress. Not applicable. SA-0050 SupportAssist Enterprise is unable to add the device name because of an unknown error. 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 https://www.dell.com/ serviceabilitytools.
Table 40. Error code appendix (continued) Error code Error message Possible resolution SA-0125 SupportAssist Enterprise is unable to add the device Try adding the device again. For additional name because a response was not received within the troubleshooting information, see Unable to add device predefined time limit. on page 115. SA-0130 SupportAssist Enterprise is unable to add the device name because the SSL encryption level of the device is set to 256 bit or higher.
Table 40. Error code appendix (continued) Error code Error message Possible resolution SA-1030 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. SA-1035 SupportAssist Enterprise is unable to update the device credentials because a required service is disabled on the device.
Table 40. Error code appendix (continued) Error code Error message SA-4110 SA-4115 SA-4120 SupportAssist Enterprise is unable to collect system ● Ensure that SNMP service is running on the information from the device name because an attempt device. 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.
Table 40. Error code appendix (continued) Error code Error message Possible resolution SA-4185 SupportAssist Enterprise is unable to collect system information from the device name because of an attempt to connect to the device is unsuccessful. ● Ensure SupportAssist Enterprise is updated with the credentials of a user account that has root privileges. See Configuring sudo access for SupportAssist Enterprise (Linux) on page 108.
Table 40. Error code appendix (continued) Error code Error message Possible resolution SA-4522 SA-15022 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. ● Ensure that the proxy server is reachable. ● To retry collecting the system information, select the device and click Start Collection.
18 Related documents and resources In addition to this guide you can access the following guides available on the Dell Support website. Table 41. Related documents Document title How to access the document Dell EMC SupportAssist Enterprise Version 1.0 Online Help Click the help icon on the user interface. Dell EMC SupportAssist Enterprise Version 1.0 Quick Setup Guide 1. Visit https://www.Dell.com/ServiceabilityTools. 2. Click SupportAssist Enterprise. 3. Click Manuals.
SupportAssist Enterprise community You can also find video tutorials, peer-to-peer questions, user’s guides, and other useful information on the Dell SupportAssist Enterprise community forum at https://www.Dell.com/SupportAssistGroup. Dell Remote Consulting Service You can use your existing Dell Remote Consulting Service contract or place an order and schedule time with a systems management deployment expert for SupportAssist Enterprise installation, set up, and configuration from start to finish.
About this task Dell provides several online and telephone-based support and service options. Availability varies by country and product, and some services may not be available in your area. To contact Dell for sales, technical support, or customer service issues: Steps 1. Go to Dell.com/support. 2. Select your support category. 3. Verify your country or region in the Choose a Country/Region drop-down list at the bottom of the page. 4. Select the appropriate service or support link based on your need.
