SupportAssist Enterprise Version 1.2 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.....................................................................................................................10 What is new in this release.............................................................................................................................................. 10 Overview of supported device types............................................................................................................................
Adding a Compellent SC Series storage solution.................................................................................................48 Adding a Fluid File System NAS device..................................................................................................................49 Adding a software....................................................................................................................................................... 50 Adding a solution.......................
Deleting Remote Collector........................................................................................................................................ 88 Chapter 7: Device grouping......................................................................................................... 89 Predefined device groups............................................................................................................................................... 90 Viewing device groups....................
Prerequisites for collecting system information....................................................................................................... 119 Enabling or disabling the automatic collection of system information on case creation................................120 Enabling or disabling the periodic collection of system information from all devices..................................... 120 Enabling or disabling the collection of identity information..................................................
Configuring alert rules in TechDirect...........................................................................................................................151 Viewing SupportAssist Enterprise alerts in TechDirect..........................................................................................152 SupportAssist alerts........................................................................................................................................................
Unable to send system information............................................................................................................................. 174 Authentication failed....................................................................................................................................................... 174 Clearing System Event Log failed................................................................................................................................
Adapters...................................................................................................................................................................... 209 Remote Collectors..................................................................................................................................................... 214 Settings..........................................................................................................................................................
1 Overview SupportAssist Enterprise is an application that automates technical support for your Dell server, storage, and networking devices. SupportAssist Enterprise monitors your devices and proactively detects hardware issues that may occur. When a hardware issue is detected, SupportAssist Enterprise automatically opens a support case with Technical Support and sends you an email notification.
NOTE: SupportAssist Enterprise can monitor hardware issues on Dell server, Dell networking, Storage MD series, and Storage PS series devices. For Storage MD Series monitoring of hardware issues is supported when the device is added either directly or through the OpenManage Essentials adapter. For Storage PS Series devices, monitoring of hardware issues is supported only if the device is added through the OpenManage Essentials adapter. For more information on adapters, see Using Extensions.
How SupportAssist Enterprise works When SupportAssist Enterprise is setup and the devices to be monitored are configured correctly, SupportAssist Enterprise receives an alert whenever a hardware event occurs on any monitored device. The received alerts are filtered by using various policies to determine if the alerts qualify for creating a new support case or for updating an existing support case.
Table 1. SupportAssist Enterprise capabilities and Dell service contracts (continued) SupportAssist Enterprise capability Description Automated support case creation When a hardware failure is detected either proactively or predictively, a Service Request is automatically created with Technical Support. Automated email notification An email notification about the support case or issue is automatically sent to your company’s primary and secondary SupportAssist Enterprise contacts.
By default, SupportAssist Enterprise collects system information from all devices, irrespective of the service contract of the devices, and sends the system information securely to Dell. System information is collected from one device at a time based on the predefined collection start day and time that is specified in the Preferences page.
2 Getting started with SupportAssist Enterprise SupportAssist Enterprise automates technical support from Dell for your Dell devices. Depending on your requirement, you can install and set up SupportAssist Enterprise to automate technical support for one or more of your devices.
Setting up SupportAssist Enterprise for 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. Ensure that you have completed the steps listed in Setting up SupportAssist Enterprise for the local system. 2. (Optional) If you want to manage a set of devices as a group, create one or more device groups based on your preference.
● 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. ● You can also prevent the upload of collections. See Disabling the automatic upload of collections. NOTE: In most cases, part or all of the system information collected by SupportAssist Enterprise is required by Technical Support to properly diagnose issues and provide an appropriate resolution.
Table 2. Upgrading and migrating to SupportAssist Enterprise (continued) If you have installed… Do this… SupportAssist for Microsoft System Center Operations Manager Version 1.1 Minimum requirements for installing and using SupportAssist Enterprise The following sections describe the minimum hardware, software, and networking requirements for installing and using SupportAssist Enterprise.
The following table provides a summary of the minimum hardware requirements on the server running SupportAssist Enterprise for performing multiple device collections. Table 4.
● ● ● ● ● ● ● ● ● ● ● ● ● Novell SUSE Linux Enterprise Server 12 SP1 Novell SUSE Linux Enterprise Server 12 SP2 Novell SUSE Linux Enterprise Server 12 SP3 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 Debian 7.x Debian 8.x Debian 9.x Ubuntu 14.x Ubuntu 16.04.x NOTE: Installation of SupportAssist Enterprise is not supported on Red Hat Enterprise Linux 6.6.
Table 5. Network bandwidth requirements (continued) Requirement LAN bandwidth* WAN bandwidth** For monitoring and collection of system information from up to 100 devices 0.5 Gpbs 10 Mbps For monitoring and collection of 0.
Table 7.
Table 8.
5. The default installation folder for SupportAssist Enterprise is :\Program Files\Dell\SupportAssist. If you want to want to install SupportAssist Enterprise on any other location, click Browse and select a folder. 6. Click Install. If the default SupportAssist Enterprise ports (9099 and 2424) are already in use, the Port Settings page is displayed.
Steps 1. Open the PowerShell ISE window. 2. Type get-service winrm and press Enter. 3. Type Enable-PSRemoting –force and press Enter. 4. Type set-item wsman:\localhost\Client\TrustedHosts -value "" -Force and press Enter. Example: set-item wsman:\localhost\Client\TrustedHosts -value "10.49.18.20" -Force 5. Type $TargetSession = New-PSSession -ComputerName "" -Credential ~\ and press Enter.
The Welcome to the SupportAssist Enterprise Installer message is displayed. 5. To continue, type c. The SupportAssist Enterprise License Agreement is displayed. 6. Read the license agreement and type y to start the installation. If the default SupportAssist Enterprise ports (9099 and 2424) are already in use, you are prompted to ensure that the ports are not in use or to enter custom port numbers. Else, the SupportAssist Enterprise login page opens in a web browser window. Figure 2.
information from your devices. Until registration is completed, SupportAssist Enterprise can neither monitor your devices for hardware issues nor automatically collect system information. Installing SupportAssist Enterprise on Linux in silent mode Prerequisites ● Download the SupportAssist Enterprise installation package for Linux operating systems. ● Log in to the system with root privileges. ● Net-SNMP must be installed on the system.
● Retry the installation. To retry the installation, right-click the SupportAssistSetup.exe file available at : \Program Files\Dell\SysMgt\Essentials\SupportAssistSetup on the OpenManage Essentials custom installation folder, and select Run as administrator. ● Download the SupportAssist Enterprise installation package and install it on the server running OpenManage Essentials on any other server. Steps 1. Extract the OpenManage Essentials installation package to a folder on the system. 2.
The Preparing to Install window is briefly displayed, and then the Resuming the Install Wizard for SupportAssist Enterprise window is displayed. 3. Click Upgrade. If the default SupportAssist Enterprise ports (9099 and 2424) are already in use, the Port Settings page is displayed. Else, the Install Wizard Completed window is displayed. 4. If the Port Settings page is displayed, perform one of the following: ● Ensure that no other application is configured to use ports 9099 and 2424.
Migrating to SupportAssist Enterprise If you are already using SupportAssist for OpenManage Essentials or SupportAssist for Microsoft System Center Operations Manager, you can migrate to SupportAssist Enterprise. When you migrate to SupportAssist Enterprise, the devices, cases, device credentials, user groups, and settings are migrated.
For migration from SupportAssist for Microsoft System Center Operations Manager to SupportAssist Enterprise only: The servers that were discovered in SupportAssist for Microsoft System Center Operations Manager are placed in the Staging group with an Unable to add device status because the credentials of the servers are not available. To add the servers in SupportAssist Enterprise, ensure that you edit the credentials or apply a Credential Profile to the servers after migration.
Table 9. Availability of capabilities or features without registration Capabilities or features that are available Capabilities or features that are not available ● ● ● ● View support cases that are open for your devices Update contact and parts dispatch information Set up adapter Set up Remote Collector NOTE: Registration of SupportAssist Enterprise is optional.
Figure 3. Registration page 3. On the Registration page, provide the following information: a. In the Company Information section, type the company name select your country or territory. b. In the Contact Information section, type your first name, last name, phone number, alternate phone number, and email address in the appropriate fields. c. To provide the shipping information and dispatch preferences, select Dispatch details, and enter the following information: i. ii. iii. iv. v.
Next steps ● To allow SupportAssist Enterprise to automatically create a support case when a hardware issue occurs on the local system: 1. Install or upgrade Dell OpenManage Server Administrator (OMSA) on the local system. See Installing or upgrading OMSA by using SupportAssist Enterprise. 2. Configure the SNMP settings of the local system. See Configuring SNMP settings by using SupportAssist Enterprise. 3. Enable SupportAssist Enterprise to monitor hardware issues that may occur on the local system.
3. Save the policy file. 4. Browse to the folder where you saved the policy file. 5. Type checkmodule -M -m -o supportassistpolicy.mod supportassistpolicy.te and press Enter. 6. Type semodule_package -o supportassistpolicy.pp -m supportassistpolicy.mod and press Enter. 7. Type semodule -i supportassistpolicy.pp and press Enter.
Logging out of SupportAssist Enterprise Steps 1. Click the user name link that is displayed at the top-right of the SupportAssist Enterprise header area. 2. In the menu that is displayed, click Logout. The SupportAssist Enterprise login page is displayed.
3 Adding devices Adding devices prepares 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 10. Selecting a device type (continued) Device Type Devices that you can add ● PowerEdge FX2/FX2s Fluid File System (FluidFS) ● Storage PS Series with FluidFS ● Storage MD Series with FluidFS ● Storage SC Series with FluidFS iDRAC 12th and later generations of PowerEdge servers NOTE: To add an iDRAC, you must provide the iDRAC IP address of the server.
● Solution ● Storage Center (SC) / Compellent Adding a server or hypervisor Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed. ● If the device is running a Microsoft Windows operating system, Windows Management Instrumentation (WMI) service must be running on the device.
Figure 4. Add single device window 5. Type the host name or IP address 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. 6. To discover and add other supported device types that may be associated with the server, select Perform deep discovery. See Deep discovery. 7. If desired, type a name for the device in the appropriate field.
NOTE: If you prefer to perform both tasks (configure alert forwarding and install or upgrade OMSA) manually, clear the Configure SNMP Settings and Install / Upgrade OMSA options. 10. Click Next. The Discovering Device page is displayed until SupportAssist Enterprise identifies the device. If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error message is displayed. 11.
Adding an iDRAC Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be a 12th or later generation Dell PowerEdge server (iDRAC7 or later). For information on identifying the generation of a PowerEdge server, see Identifying the generation of a PowerEdge server. ● The device must be reachable from the server where SupportAssist Enterprise is installed.
The Discovering Device page is displayed until SupportAssist Enterprise identifies the device. If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error message is displayed. 10. If desired, from the Assign Other Group list, select a device group to which you want to assign the device. If you do not select a device group, the device is assigned to the Default device group.
● Dell PowerEdge M1000e Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Click Add Devices. The Add Single Device or Import Multiple Devices wizard is displayed. 3. Select Single Device. 4. From the Device Type list, select Chassis. 5. Type the host name or IP address 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. 6.
2. Revalidate the device. See Revalidating a device. Related references Add Single Device on page 192 Deep discovery on page 156 Adding a 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 and 161 must be open on the device.
NOTE: SupportAssist Enterprise can monitor the health status of the device only if the SNMP settings of the device is configured to forward SNMP traps (alerts) to the server where SupportAssist Enterprise is installed. For instructions to configure alert forwarding, see Manually configuring the alert destination of a networking device. 10. Click Next. The Discovering Device page is displayed until SupportAssist Enterprise identifies the device.
7. If desired, type a name for the device in the appropriate field. The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device. 8. Perform one of the following: ● If you selected the Perform deep discovery option, select the credential profile that you want to assign to the device and its associated device types.
6. To discover and add other supported device types that may be associated with the Storage PS Series device, select Perform deep discovery. See Deep discovery. 7. If desired, type a name for the device in the appropriate field. The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device. 8.
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. If desired, type a name for the device in the appropriate field. The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device. 6.
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. 6. If desired, type a name for the device in the appropriate field. The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device. 7.
The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device. 7. From the Account Credentials list, select an account credential that you want to assign to the device. To create a new account credential, select Create New Account and click Create. To enter the account details, follow steps 3 to 6 in Adding Account Credentials. 8.
● If you selected the Perform deep discovery option, select the credential profile that you want to assign to the device and its associated device types. To create a new credential profile, select Create New Profile and click Create. To enter the profile details, follow steps 3 to 7 in Creating Credential Profile. ● If you did not select the Perform deep discovery option, select an Account Credentials that you want to assign to the device.
Figure 5. Duplicate option The device overview pane is displayed. 3. Click Duplicate. The Duplicate Device wizard is displayed. 4. Type the host name or IP address 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. If you want to discover a device and its associated device types, select Perform deep discovery. 6.
If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, 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 Duplicate 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.
An example of a .csv file with the device details is as follows: Device Type,Device SubType,IP/Hostname,Display Name,Username,Password,Enable Password,Community String,Auto SNMP Config(Yes/No),Auto Push OMSA(Yes/No) Server/Hypervisor,LINUX,192.168.1.1,ServerA.com,root,Password$,Enabled,public,No, Server/Hypervisor,ESX,192.168.1.1,ServerA.com,root,Password$,Enabled,public,No, Server/Hypervisor,ESXi,192.168.1.1,ServerA.com,root,Password$,Enabled,public,No, Server/Hypervisor,WINDOWS,192.168.1.1,ServerA.
While importing devices that are members of one or more domains by using a .csv file, if SupportAssist Enterprise detects that the credentials of two of those devices of a certain domain are incorrect, the import operation is paused for other devices in that domain. The import operation is paused to prevent automatic lockout of the domain account due to repetitive authentication failures. For devices of other domains included in the .csv file, the import process continues normally.
○ Revalidate each device. See Revalidating a device. ● For devices notified as failed devices: 1. Export the device details to view the issue description and possible resolution. See Exporting details of devices that were not imported. 2. Update the device details in the .csv file and try importing the devices again.
Figure 9. Revalidate option The device overview pane is displayed. 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 Assign Device Group (Optional) page is displayed. 5. If desired, from the Assign Other Group list, select a device group to which you want to assign the device. 6. Click Finish.
4 Managing device discovery rules A device discovery rule enables you to discover and add devices that are present within one or more IP address ranges. Creating a device discovery rule helps you add multiple devices, and reduces the effort involved in adding each device individually.
● Run once — Discover the devices at a specific date and time. ● Recur — Schedule the discovery of devices at periodic intervals. 8. Click Next. The Discovering Devices window is displayed. Based on the device types included in the Credential Profile, the device types are selected automatically. 9. If desired, clear the device types that you do not want to discover. 10.
Steps 1. Point to Devices and click Manage Rules for Device Discovery. The Manage Discovery Rules page is displayed. 2. Select the discovery rule that you want to edit and click Edit. The Edit Device Discovery Rule window is displayed. 3. Update the name, IP address ranges, credential profile, and schedule as required and click Next. The Discovering Devices window is displayed. 4. Select or clear the devices types and the configuration settings. 5. Click Edit Rule. The discovery rule is updated.
Related references Manage Device Discovery Rule on page 200 62 Managing device discovery rules
5 Viewing cases and devices The 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.
Support case information is automatically available, for supported devices that have valid Service Tags when SupportAssist Enterprise connects to the Dell support case and service contract databases over the internet. Support case information is refreshed only in the following situations: ● When you open the Cases page. ● When you click the Refresh link on the Cases page. ● When the Cases page is open and you refresh the web browser window.
Figure 11. 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. ● If no support cases are present for the device, an appropriate message is displayed. NOTE: When you check for support cases, the latest support cases information is retrieved from Dell for the selected device.
Figure 12. Case options Requesting to suspend case activities for 24 hours Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task You can request Technical Support to stop activities related to a support case for 24 hours, if necessary.
Requesting to resume support activities Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task You can request Technical Support to resume activities for a support case, if you had previously requested to suspend activities for the support case. Steps 1. Point to Cases and click View Cases. The Cases page is displayed. 2.
NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist. 4. From the Case Options list, select Request to Close. The Request to close the case window is displayed. 5. (Optional) Type your reason for requesting to close the support case. 6. Click OK. The Updating Case message is displayed. After the case is updated successfully, the Case Status message is displayed. 7. Click OK. The support case displays a Closure requested status.
● ● ● ● ● ● ● ● Perform deep discovery Enable or disable maintenance mode for a device Install or upgrade OMSA on a server Configure the SNMP settings of a device Enable or disable monitoring of a device Revalidate a device that is present in the Staging group. Access the configuration viewer that allows you to view the system information collected from a device Add a device by duplication Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select a device.
Sorting the displayed data About this task To sort the data displayed on the Devices, Cases or Collections page, click a column header. The displayed data is sorted and an arrow that indicates the sorting type (ascending or descending) is displayed next to the column title. To reset the sorting, click the column header again.
6 Using Extensions The extensions that are available in SupportAssist Enterprise enable you to extend the SupportAssist Enterprise capability to many devices. You can use the extensions to inventory and add devices that are managed by a systems management console such as Dell OpenManage Essentials or Microsoft System Center Operations Manager (SCOM).
Table 12. Support for setting up a Remote Collector Operating system where SupportAssist Enterprise is installed Support for setting up Remote Collector on a remote server running Windows Support for setting up Remote Collector on a remote server running Linux Windows Yes Yes Linux No Yes NOTE: For the devices that you can assign to a Remote Collector, see the list of devices in the SupportAssist Enterprise Version 1.2 Support Matrix at https://www.Dell.com/ServiceabilityTools.
● You must have created Account Credentials and a Credential Profile that contains the credentials of the devices that will be inventoried by the adapter. See Creating Account Credentials and Creating Credential Profile. ● The server running SupportAssist Enterprise must have Internet connectivity. ● You must have read-write access to the system drive of the target device. About this task Setting up the OME adapter enables you to inventory and add devices that are managed by OpenManage Essentials.
7. Click OK. The Adapter Details overview pane is displayed and devices that are managed by OpenManage Essentials are inventoried in SupportAssist Enterprise. Figure 16. Adapters page NOTE: If the adapter is not added successfully, you may have to delete the adapter and set it up again. NOTE: While assigning a Credential Profile, SupportAssist Enterprise performs additional classification tasks in the background for each device.
● Dell Server Management Pack Suite Version 6.3 or 7.0 for Microsoft System Center Operations Manager and System Center Essentials must be installed on the system. For information on the required management packs, see Management packs required by Operations Manager. ● You must have administrator privileges on the system or virtual machine running System Center Operations Manager. ● The server running SupportAssist Enterprise must have Internet connectivity.
a. b. c. d. Type Type Type Type the the the the hostname or IP address of the management group. user name and password in the appropriate fields. hostname or IP address of the Remote Console. user name and password in the appropriate fields. NOTE: If you change the credentials of the system running the Management Group or Remote Console because of the security policy requirements of your company or for other reasons, ensure that you also update the adapter credentials in SupportAssist Enterprise.
Table 13.
The name you enter is used to represent the adapter in SupportAssist Enterprise. If you do not enter a name, the host name or IP address that you have entered is used to represent the adapter. c. Type the user name and password in the appropriate fields. 5. From the Credential profile list, select a Credential Profile that contains the Account Credentials for the device types that will be inventoried by the adapter. 6.
2. Select an adapter. The adapter overview pane is displayed. Related references Adapters on page 209 Adapter overview pane on page 213 Viewing devices inventoried by the adapter Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2.
● ● ● ● Credentials of the server where the adapter is set up Inventory frequency Credential Profile Name Steps 1. Point to Extensions and click Manage Adapters. The Adapters page is displayed. 2. Select the adapter that you want to edit and click Edit. The Edit Adapter window is displayed. 3. Edit the name, user name, and password as required. 4. Change the update inventory frequency and Credential Profile as required. 5. Click Update. The details of the adapter are updated.
Table 14. Device count and Credential Profile assignment duration Number of devices Time taken to assign a Credential Profile 5 3 minutes 50 15 minutes 100 30 minutes 1000 6 hours 1500 9 hours 2000 12 hours 3000 17 hours Remote Collectors The Remote Collector is a remote instance of SupportAssist Enterprise that collects and uploads system information from devices within a specified IP address range.
Table 15. Hardware requirements (continued) Requirement Processor Installed memory (RAM) Hard drive (free space) For collection of system information from up to 300 devices 4 cores 8 GB 32 GB For collection of system information from up to 1000 devices 8 cores 8 GB 60 GB For collection of system information from up to 4000 devices 8 cores 16 GB 90 GB Network requirements The following are the network requirements of the server where the Remote Collector is set up.
Table 17.
Setting up Remote Collector Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The server where you want to set up the Remote Collector must be reachable from the server where SupportAssist Enterprise is installed. ● Port 5700 must be open on both the server running SupportAssist Enterprise and the server where you want to set up the Remote Collector.
5. Type the user name and password in the appropriate fields. 6. To assign devices to the Remote Collector by using hostname expressions: a. Select Hostname. b. Type the hostname expression or hostname expressions of the devices that you want to assign to the Remote Collector. NOTE: The hostname expression can only include *, ?, or alphanumeric characters. c. To add multiple hostname expressions, click Add another expression, and then type the hostname expressions of the devices. 7.
Related references Remote Collectors on page 214 Set Up Remote Collector on page 215 Viewing collections for devices associated with a Remote Collector About this task Collections that are performed by Remote Collectors can only be viewed by manually accessing the collection file. Steps 1. Log in to the server where the Remote Collector is set up. 2.
Figure 19. Remote Collector overview pane Related references Remote Collectors on page 214 Remote Collector overview pane on page 216 Viewing devices associated with a Remote Collector Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. Steps 1. Point to Extensions and click Manage Remote Collectors. The Remote Collectors page is displayed. 2. Select a Remote Collector.
About this task You can edit the name, IP address range, user name, and password of a Remote Collector based on your preference. Steps 1. Point to Extensions and click Manage Remote Collectors. The Remote Collectors page is displayed. 2. Select the Remote Collector that you want to update and click Edit. The Edit Remote Collector window is displayed. 3. Edit the name, IP address range, user name, password, proxy details, and the proxy exclusion list as required. 4. Click Update.
7 Device grouping 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 add 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. ● You must have created a Credential Profile. See Creating Credential Profile.
8. To enter the shipping information and parts dispatch details, follow steps 2 to 6 in Updating dispatch details on page 108. NOTE: If the Technical Support agent determines that a part must be replaced in your system to resolve a support case, the replacement part is dispatched with your consent to the provided address. NOTE: The device group parts dispatch information overrides the default parts dispatch information that you configured through the Settings > Contact Information page.
8 Managing device credentials SupportAssist Enterprise requires the device credentials to add devices and to collect system information.
Figure 23. Manage Account Credentials page 2. Click Add Credentials. The Add Account Credentials window is displayed. Figure 24. Add Account Credentials window 3. In the Name field, type a unique name for the Account Credentials. 4. From the Device Type list, select the type of device. 5. Type the credentials of the selected device type: NOTE: The credentials that you enter must have Administrator rights.
● For Software, from the Software type list, select the software type, and then type the user name and password in the appropriate fields. ● For Solution devices, enter the SSH and REST credentials in the appropriate fields. ● For Networking devices, type the user name, password, community string, and enable password of the device in the appropriate fields.
About this task You can edit the Account Credentials based on your requirement. For example, you must edit the Account Credentials whenever there is a change in the credentials of the associated device type. Steps 1. Point to Devices > Manage Credentials and click Account Credentials. The Manage Account Credentials page is displayed. Figure 25. Manage Account Credentials page 2. Select the Account Credentials that you want to edit and click Edit. The Edit Account Credentials window is displayed. 3.
Figure 26. Manage Account Credentials page 2. Select the Account Credentials that you want to delete and click Delete. The Delete Account Credentials window is displayed. 3. Click Yes. Related concepts Account Credentials on page 94 Related references Manage Account Credentials on page 203 Credential Profiles A Credential Profile is a collection of Account Credentials of various device types.
Figure 27. Manage Credential Profiles window 2. Click Create Profile. The Create Credential Profile window is displayed. Figure 28. Create Credential Profile window 3. In the Name box, type a unique name for the Credential Profile. 4. Select the device type you want to include in the profile. For Server / Hypervisor, Software, and Solution, click + to expand the list of device types. The Account Credentials list is enabled for selection. 5.
Related references Manage Credential Profiles on page 206 Add Credential Profile on page 206 Assigning Credential Profile Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select one or more devices and from the Assign Credential Profile list, select a Credential Profile.
Figure 29. Manage Credential Profiles window 2. Select the Credential Profile that you want to edit and click Edit. The Edit Credential Profile window is displayed. 3. Select the device type for which you want to edit Account Credentials. The Account Credentials list is enabled for selection. 4. From the Account Credentials list, select the Account Credentials that you want to assign to the device type. 5. Click Update. The Credential Profile is updated.
Related references Manage Credential Profiles on page 206 102 Managing device credentials
9 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 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.
About this task For devices that SupportAssist Enterprise can monitor, you can enable monitoring while adding the device. Depending on your requirement, you can also enable or disable monitoring of a device at any time from the Devices page. For SupportAssist Enterprise to automatically create a support case when a hardware issue occurs on a device, monitoring must be enabled for that device. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2.
Performing deep discovery Prerequisites A Credential Profile must be assigned to the device. About this task Deep discovery enables you to discover a device and its associated device types. See Deep discovery. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select the device for which you want to perform deep discovery. The device overview pane is displayed at the right side of the Devices page. 3. From the Tasks list, select Perform deep discovery.
Steps 1. Point to Devices and click View 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. NOTE: If SupportAssist Enterprise does not support the installation or upgrade of OMSA on the server that you have selected, the Install / Upgrade OMSA option is disabled. Figure 32.
● You must have read-write access to the system drive of the target device. About this task Configuring SNMP settings sets the alert destination of a device, and ensures that alerts from the device are forwarded to the server where SupportAssist Enterprise is installed. If the SNMP settings of a device are not configured, the status column on the Devices page displays an appropriate message. You can use the Configure SNMP option to automatically configure the SNMP settings of a device.
The Status column on the Devices page displays the status of the SNMP configuration. Related references Support for automatically configuring SNMP settings on page 156 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.
4. Select the preferred contact hours during which Dell can contact you, if necessary. 5. Select the time zone and type your shipping address in the appropriate fields. 6. Type any specific dispatch related information in the Dispatch notes section. NOTE: If a device is moved to a different location, ensure that the dispatch preferences and shipping information are updated. 7. For Brazil only: Type the CNPJ and IE numbers. 8. Click Apply.
NOTE: SupportAssist Enterprise supports Windows NT LAN Manager (NTLM) and basic proxy authentication protocols. 3. Type the host name or IP address, and port number of the proxy server in the appropriate fields. NOTE: If the user name and password required to connect to the proxy server are not provided, SupportAssist Enterprise connects to the proxy server as an anonymous user. 4.
Figure 34. Network Connectivity Test page NOTE: The network connectivity test does not verify the following: ● Ports used by SupportAssist Enterprise ● Internet connectivity of the server where the Remote Collector is set up By default, SupportAssist Enterprise automatically tests connectivity to the dependent resources every day at 11 p.m. (time as on the server where SupportAssist Enterprise is installed), and displays the result in the Status column.
Testing the case creation capability About this task You can use the Case Creation test to ensure that support case creation is working prior to an actual alert that would automatically create a support case. Steps 1. In the SupportAssist Enterprise header area, point to the user name link, and then click SupportAssist Enterprise Test. The SupportAssist Enterprise Test page is displayed. 2. Select the check box for the Case Creation test. Figure 35. Testing case creation 3. Click Run Tests.
Figure 36. Clear System Event Log option The device overview pane is displayed at the right side of the Devices page. 3. From the Tasks list, select Clear System Event Log. While the SEL is cleared from a device, the device displays a Clearing System Event Log status in SupportAssist Enterprise. After the SEL is cleared successfully, the device displays a System Event Log cleared status.
By default, automatic update is enabled for the SupportAssist Enterprise application, policy files, product support files, and the adapter. This ensures that SupportAssist Enterprise is automatically updated whenever an update is available. You can choose to enable or disable the automatic update of a specific component based on your preference. For instructions to enable or disable automatic updates, see Enabling or disabling automatic updates.
NOTE: Devices that are inventoried and added in SupportAssist Enterprise through an adapter cannot be deleted. Those devices are deleted automatically from SupportAssist Enterprise when either the adapter is deleted or the devices are removed from the systems management console. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select the devices that you want to delete. 3. Click Delete. The Confirm Device Deletion window is displayed. Figure 37. Delete option 4.
10 Configuring email notifications By default, 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. Depending on your preference, you can configure the following email notification settings: ● Disable the case creation email notification and/or select the preferred language for email notifications.
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 NOTE: Configuring the SMTP server settings is optional. If your company utilizes an SMTP server (email server), Dell recommends that you configure the SMTP server settings in SupportAssist Enterprise.
Table 19. Types of email notifications (continued) Email notification type When the email notification is sent Origin of the email notification Connectivity test alert At 11 p.m. each day (date and time as on the server where SupportAssist Enterprise is installed). NOTE: The connectivity test alert notification is sent only if an issue is detected with connectivity to dependent resources.
11 Configuring collection settings By default, when registration is complete, 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.
● The local system must have internet connectivity for uploading the collected system information to Dell. ● For collecting system information from ESX and ESXi only, ensure that SFCBD and CIMOM are enabled. Enabling or disabling the automatic collection of system information on case creation Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges.
Related references Preferences on page 217 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.
3. Click Apply. Related references Preferences on page 217 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 system information that is collected and sent to Dell by SupportAssist Enterprise includes software information and system logs.
12 Viewing collections SupportAssist Enterprise collects system information from each device that 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 predefined collection start date specified in the Preferences page. ● On case creation — When a support case is created for an issue that has been identified by SupportAssist Enterprise.
Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select the device for which you want to view collections. The device overview pane is displayed at the right side of the Devices page. The Collections field displays No Collections in the following scenarios: ● No collections have been performed from the device ● The device is associated with a Remote Collector 3. From the Collections list, select a collection date and time. Figure 38.
Steps 1. Point to Collections and click View Collections. The Collections page is displayed. 2. Select a collection that you want to view. Figure 39. 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).
User interface Description Left pane Displays the various categories and sub categories of system information in an expanded tree format. A category may display a warning or critical icon to indicate the health status roll-up of its subcategories. When you can click a category, the category is expanded, enabling you to view its sub categories. You can click Expand All or Collapse All to quickly expand or collapse all categories. Divider Is displayed between the left and right panes.
To toggle the views, click at the appropriate side of the slider. Log types You can use the configuration viewer to access two types of logs from the system information that is collected by SupportAssist Enterprise: Log types Description Structured logs Contain application logs, Embedded Server Management (ESM) logs, smart logs, and event logs. When you click the Structured Logs category, the configuration viewer displays the list of available structured logs.
Table 20.
Table 20.
Figure 41. Download Collection option The collection overview pane is displayed. 3. Click Download Collection. You are prompted to open or save the collection file. 4. Save the collection file. 5. Extract the multiple device collection .zip file. 6. Open the folder where you extracted the collection file. 7. Double-click the index.html file. The multiple device configuration viewer opens in a new web browser window.
Figure 42. Multiple device configuration viewer NOTE: The Configuration Viewer does not support viewing the system information collected from storage devices with Fluid File System (FluidFS).
13 Using SupportAssist Enterprise to collect and send system information 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.
Figure 44. Collection status The Name/IP Address column on the Devices page displays a progress bar and a message that indicate the status of the collection and upload of system information to Dell. NOTE: If you want to cancel the collection of system information, click the progress bar. icon that is displayed next to the NOTE: Until the collection is complete, the check box that is used to select the device is disabled.
Figure 45. Starting a multiple device collection The Multiple Device Collection window is displayed. 5. (Optional) Type a name for the collection bundle, support case number, and the name or email address of the Technical Support contact. 6. If you want SupportAssist Enterprise to upload the collection bundle to Dell, ensure that the Upload Collection option is selected. NOTE: If you clear the Upload Collection option, the collection bundle is saved, but not uploaded to Dell.
Uploading a collection Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task You can use the Upload option available in the Collections page to upload collections to Dell. You may choose to upload a collection in the following scenarios: ● Collection of system information was successful, but upload of the collection was unsuccessful.
● For other device collections, depending on the operating system, you can access the collection .zip file at the following location: ○ Windows — :\Program Files\Dell\SupportAssist\reports ○ Linux — /opt/dell/supportassist/scripts/reports ● If the collection was performed by a Remote Collector, log in to the server where the Remote Collector is installed. Depending on the operating system, you can access the collection .
14 Understanding maintenance mode The maintenance mode functionality suspends the alert processing and automatic case creation capability of 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 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 141 and Granting elevated or administrative privileges to users on page 143. Steps 1. Point to Settings and click Preferences. The Preferences page is displayed. 2.
Figure 48. 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.
15 SupportAssist Enterprise user groups 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 22.
Table 22.
Steps 1. Open the terminal window. 2. To create a new user account and add the user account to a SupportAssist Enterprise user group, use the following syntax: useradd –G SupportAssist_Enterprise_user_group_name User_name For example: ● To create a new user account (for example, User1) and add it to the SupportAssistAdmins user group, type useradd –G Supportassistadmins User1 and press Enter.
16 Manually configuring SNMP settings Configuring the SNMP settings (alert destination) of a device ensures that 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 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 :\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 devi
Manually configuring the alert destination of a server by using the script file on a server running Linux Prerequisites ● Net-SNMP must be installed on the system. For information on installing Net-SNMP, see Installing Net-SNMP on a server running Linux on page 159 ● 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 running 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.
17 Managing SupportAssist Enterprise alerts in TechDirect Dell EMC TechDirect is a centralized support portal that enables administrators in your organization to manage alerts that are created by SupportAssist Enterprise. By default, SupportAssist Enterprise automatically forwards alerts that qualify for support case creation or parts dispatch to Dell EMC.
10. Click Create a new site. The Create a new site window is displayed. 11. Enter a site name in the appropriate field and click Next. The Add Devices to Site window is displayed. 12. Select Connect to an existing SupportAssist Enterprise installation. 13. Enter the registration ID, Service Tag of a device, and phone number in the appropriate fields. NOTE: You can find the registration ID on the About page in SupportAssist Enterprise. 14. Click Finish and then click Close.
Viewing SupportAssist Enterprise alerts in TechDirect About this task You can view SupportAssist Enterprise alerts in TechDirect after you set up TechDirect to receive alerts. Steps 1. Go to https://www.techdirect.com. The TechDirect home page is displayed. 2. Click Sign In and type your TechDirect user name and password. The TechDirect Dashboard is displayed. 3. From the Services menu, click SupportAssist. The SupportAssist page is displayed. 4. In the Manage SupportAssist Alerts tile, click Manage.
Table 23. Alert details (continued) Name Description Owner Displays the Technician User who is currently the owner of an alert. NOTE: The Owner field is not displayed in the default view. You can select the Owner field through the Column Preferences link. SupportAssist alert actions You can take action on the alerts created by SupportAssist through the TechDirect portal. The following table describes the actions available for alerts created by SupportAssist. Table 24.
18 Other useful information This chapter provides additional information that you may require while using SupportAssist Enterprise.
from an iDRAC, you must ensure that all SNMP Trap options are selected in the Alerts and Remote System Log Configuration section of the iDRAC web console. Benefits of agent-based monitoring Even though Dell's 12th and later generations 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.
NOTE: The time taken to download OMSA is dependent on the internet download speed and network bandwidth. If the recommended version of OMSA is installed and running on the device, the status of the device is displayed as OK. NOTE: Automatic installation of OMSA through SupportAssist Enterprise is not supported on devices running Citrix XenServer, VMware ESXi, or ESX. To allow SupportAssist Enterprise to detect hardware issues on these devices, you must manually download and install OMSA.
Table 25. Primary device and its associated devices discovered by deep discovery (continued) Primary Device Associated devices discovered by deep discovery ● Node (iDRAC / ESX) * On deep discovery of chassis, discovery of the iDRAC (modular servers) is supported only for iDRAC7 or later. NOTE: On deep discovery of a chassis, networking devices associated with the chassis are also discovered.
Table 26. Device grouping in association view Primary Device Associated devices Server ● ● ● ● Chassis ● iDRAC* ● Networking switches Storage PS Series group ● Storage PS Series members ● Storage PS Series FluidFS Storage MD Series Enclosure JBODs Networking - management switch Member switches Web-scale converged appliances ● Controller VM ● iDRAC iDRAC vCenter SCVMM SAN-HQ * Only iDRAC7 or later is displayed under the Chassis node.
Installing Net-SNMP on a server running Linux Prerequisites Ensure that you are logged in to the device with a user account that has root privileges. About this task SupportAssist Enterprise receives alerts that are forwarded from remote devices through an SNMP agent. Net-SNMP consists of a suite of SNMP tools, including an SNMP agent. On devices running Linux operating systems, Net-SNMP must be installed to allow SupportAssist Enterprise to receive alerts. Steps 1.
● Automatically create a support case if there is a problem with a device in your environment. ● Upload the collected system information to Dell. To ensure that the SupportAssist Enterprise application is able to successfully communicate with the SupportAssist server: ● The server where the SupportAssist Enterprise application is installed must be able to connect to the following destinations: ○ https://apidp.dell.com and https://api.dell.com — end point for the SupportAssist server.
Event storm handling SupportAssist Enterprise intelligently handles event storm conditions, allowing up to nine separate alerts from a device within a 60-minute timespan. However, if 10 or more separate alerts are received from a device, SupportAssist Enterprise automatically places the device in maintenance mode. Maintenance mode prevents any further processing of alerts from the device, enabling you to make infrastructure changes without creating unnecessary support cases.
● On Windows Server 2012 or 2016, point to the bottom-left corner of the screen, and then click the Start icon. On the Start screen, click the Control Panel tile. On the Control Panel, click Uninstall a program. ● On Windows Server 2008 or Windows Small Business Sever 2011, click Start > Control Panel > Programs and Features. The Uninstall or change a program window is displayed. 2. Select Dell SupportAssist Enterprise and click Change.
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 27.
19 Troubleshooting The following sections provide the information required to troubleshoot issues that may occur while installing and using SupportAssist Enterprise.
● Ensure that the server where you are installing SupportAssist Enterprise has internet connectivity. If the server connects to the internet through a proxy server, enter the proxy server details in the installation wizard. SupportAssist Enterprise registration If you experience any issues with the registration of SupportAssist Enterprise: ● Verify if the server where SupportAssist Enterprise is installed can connect to the internet.
￭ net localgroup SupportAssistAdmins /add — To create the SupportAssistAdmins user group. ￭ net localgroup SupportAssistUsers /add — To create the SupportAssistUsers user group. ○ To add users to the SupportAssist Enterprise users groups, open a command prompt as an administrator, and type the following commands: ￭ net localgroup SupportAssistAdmins /add — To add User1 to the SupportAssistAdmins user group.
● If you are adding a server by providing the iDRAC details (agentless monitoring), ensure that the iDRAC has an Enterprise or Express license installed. For information on purchasing and installing an Enterprise or Express license, see the “Managing Licenses" section in the iDRAC User’s Guide at www.dell.com/idracmanuals. ● If the error message states that SupportAssist Enterprise is unable to add the device because the SSL encryption level of the device is set to 256 bit or higher: 1.
● 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 143. ● 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.
● For OpenManage Essentials adapter, if you have added the adapter by using your service account, try deleting the REST_Error.xml file available at :\ProgramData, and then manually synchronize the adapter. Importing multiple devices If you have problems importing multiple devices by using a .csv file: ● ● ● ● Ensure that the .csv file is valid. If necessary, download the .csv template and use it for importing devices. Ensure that the .csv file is not corrupted.
Unable to configure SNMP If a device displays an ● ● ● ● Unable to configure SNMP status: Ensure that the network settings are correct. Ensure that the SNMP port (162) is open. Ensure that the firewall settings are correct. Configure the SNMP settings of the device by using the Configure SNMP option. See Configuring SNMP settings by using SupportAssist Enterprise. If the SNMP configuration is still unsuccessful, you can manually configure the SNMP.
NOTE: Upgrade from a 32-bit version of OMSA to a 64-bit version of OMSA is not supported. In this scenario, you must uninstall the existing version of OMSA, and install OMSA by using SupportAssist Enterprise. For instructions to install OMSA by using SupportAssist Enterprise, see Installing or upgrading OMSA by using SupportAssist Enterprise.
Servers ● If you are adding a device by providing the operating system details (agent-based monitoring) and the device is running a Windows operating system: ○ Verify if the credentials you provided have administrator rights on the device. ○ Verify if the Windows Management Instrumentation (WMI) service is running on the device. ○ If the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at msdn.microsoft.com.
● Ensure that SupportAssist is enabled in Enterprise Manager. For information on enabling SupportAssist in Enterprise Manager, see the Enterprise Manager Administrator's Guide at https://www.dell.com/storagemanuals. If the device is a FluidFS NAS device, ensure that SSH service is running on the device. Networking ● Ensure that Secure Shell (SSH) and SNMP service are running on the device.
Unable to export collection If a device displays an Unable to export collection status: ● Click the error status link in the Status column to view the possible resolution steps. ● Manually initiate the collection and upload of system information. See Starting the collection of system information from a single device. If the problem persists, contact Technical Support for assistance.
● If ● ● Ensure that you provide the management group IP address of the device in the add device wizard. 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 Dell Enterprise Manager Administrator's Guide at https://www.Dell.com/storagemanuals. If the device is a FluidFS NAS device, ensure that SSH service is running on the device.
Clearing the System Event Log by using iDRAC Prerequisites Ensure that you are logged in to the iDRAC web console with administrative privileges. About this task You can perform the following steps to clear the System Event Log by using the iDRAC web console. NOTE: If you want to clear the System Event Log using the command line interface (CLI), connect to the iDRAC over SSH protocol using any telnet client and run the following command: racadm clrsel Steps 1.
Unable to edit device credentials If an error message is displayed stating that SupportAssist Enterprise is Unable to edit the credentials of a device: ● Verify if the device is reachable from the server where SupportAssist Enterprise is installed. ● Verify if the device credentials (user name and password) you provided are correct.
Software ● For troubleshooting HITKIT collection: ○ Ensure that Secure Shell (SSH) service is running on the system. ○ Ensure that you have root credentials for the SSH connection. SupportAssist Enterprise uses the SSH protocol to connect to the system. ● For troubleshooting SAN HQ device: ○ Check the server installation details of Dell SAN Headquarters device from the registry entry: HKLM\SOFTWARES\ \PerformanceMonitor.
SupportAssist Enterprise services SupportAssist Enterprise has two services that run in the background: Dell EMC SupportAssist Enterprise and Dell EMC SupportAssist Enterprise DB. If the SupportAssist Enterprise application does not respond appropriately, ensure the following: Steps 1. On the server where SupportAssist Enterprise is installed, verify if the SupportAssist Enterprise services are running.
Verifying the status of SupportAssist Enterprise services on Linux To verify the status of the SupportAssist Enterprise services on Linux operating systems: Steps 1. Open the terminal window on the system where SupportAssist Enterprise is installed. 2. Type service Dell EMC SupportAssist Enterprise status and press Enter. The status of the Dell EMC SupportAssist Enterprise service is displayed. 3. Type service Dell EMC SupportAssist Enterprise DB status and press Enter.
If the services are either not installed or not running, an error message is displayed in SupportAssist Enterprise. The following sections provide information about verifying the status of the service and restarting the service (if required). WMI service To 1. 2. 3. verify the status of the WMI service and to start the service (if required): Click Start > Run. The Run dialog box is displayed. Type services.msc, and then click OK. The Services Microsoft Management Console (MMC) is displayed.
20 SupportAssist Enterprise user interface The 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 the available options to access following pages: ○ Manage Device Groups — Enables you to create and manage devices groups.
Table 29. Banners in the SupportAssist Enterprise header area Banner Description Not registered This banner is displayed if you have not completed the registration of SupportAssist Enterprise. The not registered banner displays the following options: ● Register now — To register SupportAssist Enterprise. ● Remind me later — To close the 'not registered' banner. The 'not registered' banner is not displayed until you log in to SupportAssist Enterprise again.
SupportAssist Enterprise Registration Wizard The SupportAssist Enterprise Registration Wizard guides you through the setup and registration of SupportAssist Enterprise. The fields displayed in the pages of the SupportAssist Enterprise Registration Wizard are described in the following sections.
Table 31. Registration (continued) Field Description Country/Territory The location of the company. Primary Contact Information First Name The first name of the primary contact. Last Name The last name of the primary contact. Phone Number The phone number of the primary contact. Alternate Phone Number The alternate phone number of the primary contact. Email Address The email address of the primary contact. SupportAssist Enterprise email notifications are sent to this email address.
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 32. 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 33. Cases page Column name Description Check box Use to select a support case for performing case management actions. NOTE: The check box is displayed only for cases that were automatically created by SupportAssist Enterprise. Name/IP Address The name, host name, or IP address depending on the information you have provided for the device. The device name is displayed as a link that you can click to open the Devices page. Number The numeric identifier assigned to the support case.
Table 33. Cases page (continued) Column name Description ● ProSupport Flex for Data Center — The device is covered under a ProSupport Flex for Data Center service contract. ● ProSupport One for Data Center Or ProSupport Flex for Data Center — The device is covered under a ProSupport One for Data Center Or ProSupport Flex for Data Center service contract. Service Tag A unique, alphanumeric identifier that allows Dell to individually recognize each Dell device.
○ Model ○ Name / IP Address ○ Operating System ● Search term — To enter the search keyword. ● Add Device — To add a single device or to import multiple devices. ● Start Collection — To initiate a single device or multiple device collections. ● Edit — To update the name and account credentials of the device. ● Delete — To delete a device from SupportAssist Enterprise. ● Collection Purpose — To select a reason for performing a multiple device collection.
Table 34. Devices page (continued) Column name Description Sending collection for support case NOTE: If a hardware issue is detected on a device with a Dell Basic Service contract, the automated collection is initiated. However, a support case is not created for that device.
Table 34. Devices page (continued) Column name Description ● Unable to add device — SupportAssist Enterprise has placed the device in the Staging group because the device did not meet certain prerequisites. For more information on the Staging group, see Predefined device groups. ● Unable to configure SNMP — SupportAssist Enterprise is unable to configure the SNMP trap destination of the device.
○ Software ○ Solution ● Groups ○ Default — Displays all devices. ○ Staging — Displays devices in the staging group. ○ Inactive — Displays devices that are not reachable. ● Adapter ● Remote Collector ● Collection Host ○ SupportAssist Enterprise ● Devices Added ○ SupportAssist Enterprise The Devices page also displays the following panes based on your actions: ● Device overview pane — When only a single device is selected. See Device overview pane.
Table 35. Add Single Device (continued) Field Description NOTE: For adding an Storage PS Series storage array, enter the management IP address. Perform deep discovery To discover devices and their associated device types. Name (Optional) An optional name you want to use for identifying the device. If provided, this name is used to identify the device in SupportAssist Enterprise. Account Credentials Use to select or create an Account Credentials that contains the credentials of a device.
Assign Device Group The Assign Device Group (Optional) page enables you to assign the device to a custom device group. The following table describes the fields display in the Assign Device Group (Optional) page. Table 36. Assign Device Group (Optional) Field Description Name The name you have provided for the device. Current Group The device group the device is assigned to. Assign Other Group The available device groups to which you can assign the device.
● Devices added to the inventory — Number of devices that were discovered successfully and added to the device inventory. ● Dependency devices are added to the staging group — Number of devices that were discovered, but did not meet certain prerequisites. To add a device in the staging group to the device inventory, revalidate the device after the prerequisites are met. NOTE: SupportAssist Enterprise capabilities are not available for devices that are in the Staging group.
Device overview pane The device overview pane displays the details of a device and allows you to perform certain operations on that device. This pane is displayed when you select only a single device in the Devices page. Table 38. Device overview pane Field Description Tasks ● Clear System Event Log — To clear the System Event Log (SEL) or Embedded System Management (ESM) log. ● Check for Cases — To check for support cases that are present for a device.
Table 38. Device overview pane (continued) Field Description ● The device is associated with a Remote Collector Next Scheduled Collection Displays the date and time of the next scheduled collection. Multiple Device Collection window The Multiple Device Collection window prompts you to provide details about the multiple device collection that you want to start. The following table describes the items displayed in the Multiple Device Collection window. Table 39.
The following table describes the information displayed in the Device Groups page. Table 40. Device Groups Column name Description Check box Use to select a device group for performing an action. Name The name of the device group and the total number of devices in the device group. Description The description that you have provided for the device group.
Table 42. Manage Contacts (continued) Field Description Primary Select to provide the primary contact details. Secondary Select to provide the secondary contact details. First Name The first name of the primary or secondary contact. Last Name The last name of the primary or secondary contact. Phone The phone number of the primary or secondary contact. Alternate Phone The alternate phone number of the primary or secondary contact.
Related tasks Viewing and updating the contact information of a device group on page 92 Edit or Delete Device Group The Edit/Delete Device Group window allows you to edit the device group details or delete a device group. The following table provides information about the fields displayed on the Edit/Delete Device Group window. Table 43. Edit/Delete Device Group Field Description Name The name of the device group. Description The description of the device group.
Create or Edit Device Discovery Rule The Create or Edit Device Discovery Rule window enables you to create a device discovery rule. The following table provides information about the options in the Create or Edit Device Discovery Rule section. Table 45. Create or Edit Device Discovery Rule Field Description Discovery Rule Name Type a name for the discovery rule.
Editing device discovery rule on page 60 Discovery Rule Details You can view details of a discovery rule such the IP range, schedule, status of discovery, and the last run date and time in the Discovery Rule Details pane. The following table provides information about the attributes displayed in the Discovery Rule Details pane. Table 46. Discovery Rule Details Field Description IP Range The IP address or IP range address of the devices that are discovered. Schedule The schedule of a discovery rule.
Table 48. Recent Activity (Latest 10) Field Description Name The IP address or IP address range for which discovery is in progress. Result The result of a discovery rule. Time The date and timestamp of a discovery rule that is in progress.
Related tasks Adding Account Credentials on page 94 Reassigning Account Credentials on page 96 Editing Account Credentials on page 96 Deleting Account Credentials on page 97 Add Account Credentials The Add Account Credentials window allows you to add Account Credentials. The following table provides information about the items displayed in the Add Account Credentials window. Table 51. Add Account Credentials Field Description Name Type a name for the Account Credentials.
Table 51. Add Account Credentials (continued) Field Description NOTE: If SupportAssist Enterprise is installed on a Linux operating system, adding SCVMM and SAN HQ is not supported. Solution Type The type of solution. The available type of solution is Web Scale. NOTE: The Solution Type option is displayed only for the Solution device type. * For Solution device type, you must enter the SSH and REST user name and password.
Table 52. Edit Account Credentials (continued) Field Description NOTE: The Operating system type option is displayed only for the Server / Hypervisor device type. Software Type The list of software types. The available software types are: ● SCVMM ● vCenter ● SAN HQ ● HIT Kit / VSM for VMware NOTE: The Software Type option is displayed only for the Software device type. NOTE: If SupportAssist Enterprise is installed on a Linux operating system, adding SCVMM and SAN HQ is not supported.
Table 54. Add Credential Profile Field Description Name Type a name for the Credential Profile. Check box Use to select a device type. Device Type The list of device types that you can select.
Collections page The Collections page displays the collections that have been performed successfully. From the Collections page, you can view the collected system information, download multi-device collections, and also upload collections to Dell. At the top of the Collections page, the navigation trail is displayed. The following options available at the top of the collections page are: ● Date Range — To search the collections by a specific date range.
Collection overview pane The collection overview pane displays the details of a collection and enables you to view or download the collected system information. This pane is displayed when you select a collection that is listed in the Collections page. The following table describes the information displayed in the collection overview pane. Table 57. Collection overview pane Field Description Name The name assigned of the collection. Upload status The status of the collection upload.
Table 58. Adapters (continued) Field Description Name The name that you have provided for the adapter and the host name or IP address of the server where the adapter is set up. Type The adapter type. Managed Devices The total number of devices that are added through the adapter. Version The version of the adapter application. Status The status of the adapter. The status of an adapter may be: ● Connected — SupportAssist Enterprise is able to connect successfully to the adapter.
Set Up OpenManage Essentials Adapter The Set Up Adapter window allows you to add an adapter. The following table provides information about the items displayed in the Set Up Adapter window. Table 59. Set Up Adapter (OpenManage Essentials) Field Description Adapter type Use to select the type of adapter that you want to set up. The available adapter types are: ● OpenManage Essentials — Select to set up the Open Manage Essentials adapter.
Table 60. Set Up Adapter (Microsoft System Center Operations Manager) (continued) Field Description Establish a remote connection with the management group Select this option if you are setting up the adapter on the server hosting the Remote Console. Management group Host name / IP address The host name or IP address of the server that hosts the management group. User Name The user name required to connect to the server that hosts the management group.
Table 61. Set Up Adapter (OpenManage Enterprise) (continued) Field Description Password The password required to connect to the server where OpenManage Enterprise – Tech Release is installed. Credential Profile Use to select a Credential Profile that is required to add the devices that are inventoried by the adapter. Update device inventory Use to select the frequency at which the adapter must inventory devices from the adapter.
Remote Collectors The Remote Collector is a remote instance of SupportAssist Enterprise that collects and uploads system information from devices within a specific IP address range. The following table provides information about the options displayed on the Remote Collectors page. Table 63. Remote Collectors Field Description Set Up Remote Collector Click to set up a Remote Collector. Edit Click to edit the details of a Remote Collector. Delete Click to delete a Remote Collector.
Table 63. Remote Collectors (continued) Field Description ● Validation failed — SupportAssist Enterprise could not verify if the remote server meets the prerequisites for setting up the Remote Collector. ● Low disk space — The free hard-drive space on the server where the Remote Collector is set up is less than 500 MB. ● Connection initiated — Displayed when a connection is initiated while connecting to the SupportAssist server.
Table 64. Set Up Remote Collector (continued) Field Description Requires authentication Select this option if a user name and password are required to connect to the proxy server. Username The user name required to connect to the proxy server. Password The password required to connect to the proxy server. Proxy Exclusion List The IP address range or ranges of devices to which the Remote Collector must communicate directly and not through the proxy server.
● Preferences — To configure your preferences for the following: automatic update, collection of system information, email notification, recommendation report, and maintenance mode. ● Contact Information — To view and update your company's primary and secondary SupportAssist Enterprise contacts. ● SMTP Settings — To configure the details of the SMTP server utilized by your company. This setting is applicable only if your company utilizes an SMTP server.
Table 67. Preferences Field Description Automated Tasks Automatically update the following features in SupportAssist Enterprise: Displays options to automatically download and install the latest updates, when they are available. The download and installation of the updates occur in the background. If a problem occurs during the update, an appropriate error message will be displayed.
Table 67. Preferences (continued) Field Description Storage: PowerVault Select Support Data to collect support data from the device. Storage: Storage Center (SC) / Compellent Select Logs to collect logs from the device. Software: HIT Kit/VSM for VMware Select Advanced Logs to collect logs from the device. Solution: Nutanix Select Logs to collect logs from the device.
Table 68. Contact Information (continued) Field Description ● Phone ● Email Preferred contact hours The preferred hours when Technical Support can contact your primary or secondary contact in case of any issues with the monitored devices. Time Zone The time zone of the primary or secondary contact. Part dispatch Parts Dispatch Only Select this option if you want only the replacement hardware component to be dispatched to your address.
Table 69. SMTP Settings Field Description Use SMTP server Select this option to enable configuring the email server settings. Host Name / IP Address The host name or IP address of the email server. Port The port number used by the email server. Requires authentication Select this option if a user name and password are required to connect to the email server. User Name The user name required to connect to the email server. Password The password required to connect to the email server.
Table 70. Connectivity Test (continued) Field Description Test Connectivity Click to perform the selected connectivity tests. Related tasks Performing the connectivity test on page 111 SupportAssist Enterprise test The SupportAssist Enterprise test page enables you to verify the ability of SupportAssist Enterprise to run specific tasks. At the top of the SupportAssist Enterprise test page, the navigation trail is displayed. You can click Home on the navigation trail to go to the Devices page.
21 Error code appendix The following table lists the error codes, error messages, and possible resolutions. Table 72. 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 Do one of the following: of Dell OpenManage Server Administrator (OMSA) on ● Select the device in the Devices page, and in the device_name. device overview pane, select Install / Upgrade OMSA from the Tasks list.
Table 72. Error code appendix (continued) Error code Error message Possible resolution 3000_10 3000_12 3000_13 3000_14 An unexpected error occurred during the installation Do one of the following: of Dell OpenManage Server Administrator (OMSA) on ● Select the device in the Devices page, and in the device_name. device overview pane, select Install / Upgrade OMSA from the Tasks list. ● Manually install the recommended version of OMSA.
Table 72. Error code appendix (continued) Error code Error message Possible resolution 3000_44 3000_45 3000_46 3000_49 3000_51 3000_54 3000_55 3000_57 3000_58 3000_59 3000_52 3000_53 An unexpected error occurred during the installation Make sure that port 22 is open and SSH is enabled on of Dell OpenManage Server Administrator (OMSA) on the system, and then do one of the following: device_name.
Table 72. Error code appendix (continued) Error code Error message Possible resolution 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 installed. Make sure that iDRAC has an Enterprise or Express license installed, and then try to configure the SNMP settings through the Tasks > Configure SNMP option.
Table 72. Error code appendix (continued) Error code Error message Possible resolution 5000_15 SupportAssist Enterprise has configured the SNMP settings successfully, but the automated test to verify that the SNMP settings was unsuccessful. To resolve the issue, verify the network settings and make sure that the SNMP port (162) is open. 6000_01 6000_11 6000_12 6000_13 6000_14 6000_24 SupportAssist Enterprise is unable to clear System Event Log from device_name because of a technical error.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-0006 SupportAssist Enterprise is unable to import devices because the .csv file is not valid. Make sure that the .csv file is valid and then retry the operation. SA-0007 SupportAssist Enterprise is unable to import devices because the imported file does not contain a valid header. Make sure that the system running SupportAssist Enterprise and the imported file contains a valid header.
Table 72. Error code appendix (continued) Error code Error message Possible resolution see the SupportAssist Enterprise Version 1.2 Support Matrix at Dell.com/ServiceabilityTools. SA-0055 SupportAssist Enterprise is unable to add the device_name because the device is not supported. For the list of supported device models, see the SupportAssist Enterprise Version 1.2 Support Matrix at Dell.com/ServiceabilityTools.
Table 72. Error code appendix (continued) Error code Error message SA-0130 SupportAssist Enterprise is unable to add the For troubleshooting steps, see Unable to add the device_name because the SSL encryption level of the device. device is set to 256 bit or higher. SA-0135 SupportAssist Enterprise is unable to add the device_name because the device type that you selected is incorrect. Ensure that you select the correct device type and then try again.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-1040 SupportAssist Enterprise is unable to edit the credentials of the device_name because the SSL encryption level of the device is set to 256 bit or higher. For troubleshooting steps, see Unable to edit device credentials. SA-0165 SA-1045 SupportAssist Enterprise is unable to edit the credentials of the device because an attempt to connect to the device is unsuccessful. Perform the following: 1.
Table 72. Error code appendix (continued) Error code Error message Possible resolution ● To retry collecting the system information, select the device and click Start Collection. If the problem persists, contact Technical Support for assistance. SA-4135 SA-4140 SupportAssist Enterprise is unable to collect system information from the device_name because an attempt to connect to the device is unsuccessful. ● Make sure that vSphere SDK service is running on the device.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-4500 SupportAssist Enterprise is unable to send the collected system information from the device_name because the receiving server hosted by Dell is unreachable. To retry collecting the system information, select the device and click Start Collection. If the problem persists, contact Technical Support for assistance.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-4524 SA-15024 SupportAssist Enterprise is unable to send the collected system information from the device_name because of an unknown error with reaching the proxy server. ● Verify the proxy server settings in SupportAssist Enterprise. ● Make sure that the proxy server is reachable. ● To retry collecting the system information, select the device and click Start Collection.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-20045 SupportAssist Enterprise is unable to reach the adapter adapter_name because the Management Group credentials are incorrect or does not have sufficient privileges. Enter the correct Management Group credentials and retry. SA-20050 SA-20065 SA-20080 SA-20085 SupportAssist Enterprise is unable to reach the adapter adapter_name because of an unknown error. Not applicable.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-20140 SupportAssist Enterprise is unable to set up the adapter adapter_name on the system device_name because of one of the following: ● OpenManage Essentials is not installed on the system ● The adapter is not compatible with the version of OpenManage Essentials installed on the system Ensure that OpenManage Essentials version 2.3 or later is installed on the system and then retry the operation.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-20205 SupportAssist Enterprise is unable to set up the adapter adapter_name because of an error during validation. Delete the adapter and then try setting up the adapter again SA-20210 SupportAssist Enterprise is unable to synchronize devices through the adapter adapter_name.
Table 72. Error code appendix (continued) Error code Error message Possible resolution range IP address_range overlaps with the IP address range of another Remote Collector. SA-30412 SupportAssist Enterprise is unable to update the details of the Remote Collector Remote Collector_name because the Start IP Address is greater than the End IP Address. Provide the correct IP address range and retry.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SupportAssist Enterprise is already installed on the remote system. SA-30426 SupportAssist Enterprise is unable to set up the Remote Collector Remote Collector_name because the IP address or hostname that has been provided is of the local system. Provide the correct IP address or hostname of a remote system and retry the operation.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-4531 Upload of the system information collected from device_name was unsuccessful because of an issue with the upload server hosted by Dell. To retry the upload, select the collection from the Collections page and click Upload. If the problem persists, contact Dell Technical Support for assistance.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SupportAssist Enterprise Version 1.2 User's Guide at https://www.Dell.com/ServiceabilityTools. ● To retry collecting the system information, select the device and click Start Collection. SA-4500 SupportAssist Enterprise is unable to send the collected system information from the device device_name because the receiving server hosted by Dell is unreachable.
Table 72. Error code appendix (continued) Error code Error message SA-30438 SA-30442 SupportAssist Enterprise is unable to add the Remote Provide a mutually exclusive hostname expression and Collector Remote Collector_name because the retry. provided hostname expression hostname_expression matches with the hostname expression of another Remote Collector.
Table 72. Error code appendix (continued) Error code Error message Possible resolution SA-30414 SupportAssist Enterprise is unable to reach the Remote Collector Remote Collector_name. Ensure the following: ● The server hosting the remote collector must be reachable from the server where SupportAssist Enterprise is installed. ● The Remote Collector services must be running on the server hosting the Remote Collector.
22 Related documents and resources In addition to this guide you can access the following documents that provide more information on SupportAssist Enterprise and the other related products. Table 73. Related documents Document title How to access the document SupportAssist Enterprise Version 1.2 Online Help Click the help icon in the SupportAssist Enterprise user interface. SupportAssist Enterprise Version 1.2 Quick Setup Guide 1. Visit https://www.dell.com/serviceabilitytools. 2.
● ● ● ● ● SupportAssist SupportAssist SupportAssist SupportAssist SupportAssist Enterprise: Enterprise: Enterprise: Enterprise: Enterprise: Creating Account Credentials Creating Credential Profiles Creating Device Discovery Rule Managing SupportAssist Enterprise Alerts in TechDirect Performing Deep Discovery SupportAssist 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.
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.
