SupportAssist Enterprise Version 1.0 User's Guide May 2020 Rev.
Notes, cautions, and warnings NOTE: A NOTE indicates important information that helps you make better use of your product. CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem. WARNING: A WARNING indicates a potential for property damage, personal injury, or death. © 2017 - 2020 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries.
Contents Chapter 1: Overview...................................................................................................................... 8 Overview of supported device types..............................................................................................................................8 How SupportAssist Enterprise works.............................................................................................................................
Chapter 4: Viewing cases and devices......................................................................................... 45 Viewing all support cases................................................................................................................................................ 45 Case management options..............................................................................................................................................
Types of email notifications............................................................................................................................................ 75 Chapter 9: Configuring data collection settings...........................................................................77 Prerequisites for collecting system information.........................................................................................................
Device correlation............................................................................................................................................................106 Detection of hardware issues in attached storage devices.................................................................................. 106 Support for Dell OEM servers......................................................................................................................................
Security.............................................................................................................................................................................. 126 Chapter 16: SupportAssist Enterprise user interface.................................................................. 127 SupportAssist Enterprise Registration Wizard......................................................................................................... 128 Welcome..........................................
1 Overview Dell EMC SupportAssist Enterprise is an application that automates technical support for your Dell server, storage, and networking devices. SupportAssist Enterprise monitors your Dell devices and proactively detects hardware issues that may occur. When a hardware issue is detected, SupportAssist Enterprise automatically opens a support case with Dell Technical Support and sends you an email notification.
○ Dell OEM-ready servers ● Storage ○ Dell EqualLogic storage arrays ○ Dell PowerVault MD Series storage arrays ○ Dell Compellent storage arrays ○ Dell network attached storage (NAS) devices ● Networking ○ Dell PowerConnect switches ○ Dell Force10 switches ○ Dell Networking switches ○ Dell Networking X-Series switches ○ Dell Networking Wireless Controllers Mobility Series ● Chassis ○ Dell PowerEdge FX2/FX2s ○ Dell PowerEdge VRTX ○ Dell PowerEdge M1000e Related references Identifying the generation of a Dell
Table 1. SupportAssist Enterprise capabilities and Dell service contracts SupportAssist Enterprise capability Description Proactive detection of hardware failures SupportAssist Enterprise receives alerts for hardware events that occur in monitored devices and proactively determines if the alerts indicate a hardware failure. Predictive detection of hardware failures* Intelligent analysis of data collected from a monitored device is used to predict hardware failures that may occur in future.
The information encrypted in the data log sent to Dell contains the following categories of data: ● Hardware and software inventory — Installed devices, processors, memory, network devices, usage, and Service Tag ● Software configuration for servers — Operating system and installed applications ● Configuration information — Interfaces, VLAN, Data Center Bridging (DCB), spanning tree, and stacking ● Identity information — System name, domain name, and IP address ● Event data — Windows event logs, core dump,
2 Getting started with SupportAssist Enterprise Dell EMC SupportAssist Enterprise automates technical support from Dell for your Dell devices. Depending on your requirement, you can install and set up SupportAssist Enterprise to automate technical support for one or more of your devices.
6. (Optional) Update the contact information to include a secondary SupportAssist Enterprise contact and a parts dispatch address. See Viewing and updating the contact information. Setting up SupportAssist Enterprise for remote devices Adding remote device in SupportAssist Enterprise prepares SupportAssist Enterprise to monitor hardware issues and collect system information from those devices. To set up SupportAssist Enterprise for remote devices: 1.
● You can disable the automatic collection of system information when a support case is created. See Enabling or disabling the automatic collection of system information. NOTE: In most cases, part or all of the data collected by SupportAssist Enterprise is required by Dell Technical Support to properly diagnose issues and provide an appropriate resolution. To receive the full benefits of SupportAssist Enterprise, you must enable all the data collection options.
Table 2.
● ● ● ● SUSE Linux Enterprise Server 11 SP4 SUSE Linux Enterprise Server 10 SP4 Oracle Linux 7.x Oracle Linux 6.x NOTE: Installation of SupportAssist Enterprise is not supported on Red Hat Enterprise Linux 6.6. Web browser requirements To view the SupportAssist Enterprise user interface, one of the following web browsers is required: ● Internet Explorer 10 or later ● Mozilla Firefox 31 or later NOTE: SupportAssist Enterprise is not supported on Microsoft Edge web browser.
The following table lists the ports that must be open on remote devices that you want to monitor or collect system information by using SupportAssist Enterprise. Table 4.
Steps 1. Right-click the SupportAssist Enterprise installer package and then click Run as administrator. NOTE: Microsoft User Access Control (UAC) requires that the installation is performed with elevated privileges that are obtained only through the Run as administrator option. If you are logged in to the system as an administrator, double-click the installer package to install SupportAssist Enterprise. However, ensure that you acknowledge the Open File - Security Warning dialog box to proceed.
Installing SupportAssist Enterprise (Linux) Prerequisites ● Download the SupportAssist Enterprise installation package for Linux operating systems. See Downloading the SupportAssist Enterprise installation package on page 14. ● Log in to the system with root privileges. ● Net-SNMP must be installed on the system. For information on installing Net-SNMP, see Installing Net-SNMP (Linux only) on page 107.
7. Type the user name and password of a user with root privileges on the system where SupportAssist Enterprise is installed, and then click Login. The SupportAssist Enterprise Registration Wizard is displayed. Next steps (Optional) Follow the instructions in the SupportAssist Enterprise Registration Wizard to complete the registration of SupportAssist Enterprise. CAUTION: Completing the registration is a prerequisite to experience the full benefits of SupportAssist Enterprise.
Migrating to SupportAssist Enterprise (Windows) If you have SupportAssist for Servers version 1.2 or 1.3 installed, you can migrate to SupportAssist Enterprise. Prerequisites Download the SupportAssist Enterprise installation package for Windows operating systems. See Downloading the SupportAssist Enterprise installation package on page 14. Steps 1. Right-click the SupportAssist Enterprise installer package and click Run as administrator.
NOTE: If the initialization of the Dell SupportAssist Service takes longer than expected, an error message is displayed. If this issue occurs, close the web browser and try accessing SupportAssist Enterprise later. For instructions to access SupportAssist Enterprise, see Opening the SupportAssist Enterprise user interface on page 25. NOTE: If you are using a Linux terminal emulator such as PuTTY to remotely install SupportAssist Enterprise, the SupportAssist Enterprise login page is not displayed.
The Dell SupportAssist Enterprise Registration Wizard guides you through configuring the proxy server settings (if applicable) and completing the registration. The registration wizard is displayed when you log in to SupportAssist Enterprise for the first-time. If you do not complete the registration or skip the registration, whenever you log in to SupportAssist Enterprise, the SupportAssist Enterprise is not registered banner is displayed at the top of the page.
● Alternate Phone Number — Optional, with the same requirements as the Phone Number. ● Email Address — Provide the email address in the name@company.com format. It must contain a minimum of five characters and not exceed 50 characters. NOTE: Ensure that you use an English keyboard layout to type data in the Phone Number, Alternate Phone Number, and Email Address fields. If a native keyboard layout or non-English language is used to type data in these fields, an error message is displayed.
● CentOS 6 or 7 ● Oracle Enterprise Linux 6 or 7 Steps 1. Open the terminal window and create a policy file named supportassistpolicy.te. 2. Open the policy file (supportassistpolicy.te) and type the following: module supportassistpolicy 1.
Logging in to SupportAssist Enterprise Steps 1. In the SupportAssist Enterprise login page, type the user name and password in the appropriate fields. NOTE: You must provide the user name and password of a user account that is a member of the SupportAssistAdmins or SupportAssistUsers user group. If SupportAssist Enterprise is installed on a Linux operating system, you can also provide the user name and password of a user account that is a member of the root or users user group.
3 Adding devices Adding devices prepares Dell EMC SupportAssist Enterprise to automate support from Dell Technical Support for your Dell devices. To use SupportAssist Enterprise to either monitor hardware issues or collect system information from your devices, you must add your devices in SupportAssist Enterprise. After the installation of SupportAssist Enterprise, the local system (server where SupportAssist Enterprise is installed) is automatically added in SupportAssist Enterprise.
Table 6. Selecting a device type (continued) Device Type Devices that you can add PowerVault Dell PowerVault MD series storage arrays Server / Hypervisor Dell's 9th to 13th generation of PowerEdge servers running: ● Windows ● Linux ● VMware ESX or ESXi ● Citrix XenServer ● Oracle Virtual Machine ● Microsoft Hyper-V NOTE: To add a Server / Hypervisor, you must provide the operating system IP address of the server.
● Install or upgrade OMSA—OMSA is required to generate alerts for hardware events that occur on the device and also to collect system information from the device. ● Configure SNMP — Configuration of SNMP settings is required to forward alerts from the device to SupportAssist Enterprise. Steps 1. Click Devices. The Devices page is displayed. 2. Click Add Devices. The Add Single Device or Import Multiple Devices wizard is displayed. 3. From the Device Type list, select Server / Hypervisor. Figure 4.
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. 7. Click Next. The Device Credentials page is displayed. 8. Type the administrator or root user name and password of the device in the appropriate fields and click Next.
1. Ensure that all prerequisites for adding the device are met. 2. Revalidate the device. See Revalidating a device on page 43. Related references Add Single Device on page 135 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 13th generation Dell PowerEdge server (iDRAC7 or iDRAC8).
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. 9. 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.
2. Click Add Devices. The Add Single Device or Import Multiple Devices wizard is displayed. 3. From the Device Type list, select Chassis. 4. Type the IP address or host name of the device in the appropriate field. NOTE: Dell recommends that you enter the host name of the device. If the host name is not available, you can enter the IP address of the device. 5. If desired, type a name for the device in the appropriate field. The name you enter is used to represent the device in SupportAssist Enterprise.
● The device must be reachable from the server where SupportAssist Enterprise is installed. ● Port 22 or 161 must be open on the device. ● Secure Shell (SSH) and SNMP services must be running on the device. About this task SupportAssist Enterprise can monitor hardware issues and collect data from Dell Networking devices.
For monitoring hardware issues that may occur on the device only — Ensure that 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. 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.
Related references Add Single Device on page 135 Adding a Dell EqualLogic PS Series storage array Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed. ● Ports 21, 22, and 161 must be open on the device. ● Secure Shell (SSH) and SNMP service must be running on the device.
Adding a Dell Compellent SC Series storage solution Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed. ● Port 443 must be open on the device. ● REST service must be running on the device.
Adding a Dell Fluid File System (FluidFS) NAS device Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed. ● Ports 22 and 44421 must be open on the device. ● Secure Shell (SSH) service must be running on the device.
Adding a device by duplication Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed. ● The required network ports must be open on the device. For the network port requirements on the remote device, see Network requirements.
6. Depending on the device type and your requirement, select or clear the available options, and click Next. The Device Credentials page is displayed. 7. Enter the credentials of the device and click Next. The Discovering Device page is displayed until SupportAssist identifies the device. If the device is discovered successfully, the Device Options page is displayed. Otherwise, an appropriate error message is displayed. 8.
4. Click Download .csv template and save the .csv file. 5. Open the .csv template, and update the details of the devices. An example of a .csv file with the device details is as follows: Device Type,IP/Hostname,Display Name,Username,Password,Enable Password,Community String,Auto SNMP Config(Yes/No),Auto Push OMSA(Yes/No),Compellent UserName,Compellent Password Server/hypervisor,10.14.17.14,ServerA.com,Onyx,ak,,,yes,yes,, Server/hypervisor,10.14.19.28,Rhel,root,Dell_123$,,,yes,yes,, PowerVault,10.14.16.
10. Click Close. Figure 8. Device Import pane The Device Import pane is displayed at the right side of the Devices page. The result of the device import operation is as follows: ● Devices that were imported successfully are added to the device inventory. ● Devices that were identified, but did not meet certain prerequisites, are added to the Staging group. For more information on the Staging group, see Predefined device groups on page 54. ● Devices that were not identified are notified as failed devices.
Exporting details of devices that were not imported About this task You can export the details of the devices that were not imported as a .csv file. The exported file contains the device details, description of the issue, and the possible resolution. Steps 1. Click Devices. The Devices page is displayed. 2. In the Device Import pane, click Save failed device list. The Save As window is displayed. 3. Navigate to the location where you want to save the file and click Save. Next steps Open the exported .
Figure 9. Revalidate option The device overview pane is displayed at the right side of the Devices page. 4. Click Revalidate. SupportAssist Enterprise identifies the device and verifies if all the requirements for enabling SupportAssist Enterprise capabilities are met. If the revalidation is successful, the device is moved to the Default group.
4 Viewing cases and devices The Dell EMC SupportAssist Enterprise user interface displays the devices that you have added and the support cases that are open for those devices. From the Devices page, you can perform various device-specific operations such as view collections, enable or disable monitoring, and so on. From the Cases page, you can manage cases that were opened by SupportAssist Enterprise.
NOTE: By default, the case list is grouped by the device name or device IP address. The last refreshed date and time that is displayed in the group header indicates when the case information was last retrieved from Dell. Support case information is automatically available, for supported devices that have valid Service Tags when SupportAssist Enterprise connects to the Dell support case and service contract databases over the internet.
2. In the Refine by pane, from the Source Type list, select SupportAssist. The list of all cases that were opened by SupportAssist are displayed. 3. Select the support case that you want to suspend. NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist. NOTE: The Suspend Activity 24 hours option is disabled if you have already requested to suspend notifications for the selected support case. 4.
Requesting to close a support case Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task If you have resolved a problem with a device, you can request Dell Technical Support to close the corresponding support case. NOTE: You can request Dell Technical Support to close a support case only if the support case was opened by SupportAssist.
Figure 12. Device Inventory page NOTE: The Devices page is refreshed automatically every 3 minutes. For information on the fields and details displayed on the Devices page, see Device inventory. Viewing the device overview pane About this task You can view details of a device such as the IP address, device type, model number, Service Tag, collection status, collection history, and so on in the device overview pane.
Figure 13. Device overview pane The device overview pane is displayed. Refining the displayed data By default, SupportAssist Enterprise displays all devices that you have added and the support cases that are open for those devices. You can refine the data displayed on the Devices or Cases page based on the available options. The Devices page can be refined based on the device type and device group. The Cases page can be refined based on the device type, case status, service contract, and case source.
Clearing the data filter You can clear the data filter you applied on the Cases and Devices pages to view all the available data. Steps displayed in the column header. 1. Click the filtered icon The filtering options are displayed. 2. Click Clear. The user interface displays all the available data. Sorting the displayed data About this task To sort the data displayed on the Cases and Devices pages, click a column header.
Figure 14. Check for cases option ● If support cases are present for the device, you are navigated to the Cases page. Support cases that are present for the device are displayed at the top of the Cases page with a blue border along the rows. ● If no support cases are present for the device, an appropriate message is displayed. Figure 15. Cases for the device NOTE: When you check for support cases, the latest support cases information is retrieved from Dell for the selected device.
5 Device grouping Dell EMC SupportAssist Enterprise has two predefined device groups (Default and Staging) that help you in managing the devices that you add. Depending on your requirement, you can also create custom device groups to manage certain devices as a group.
Predefined device groups The predefined device groups available in SupportAssist Enterprise are as follows: ● Default group — Contains devices that you have assigned to the Default group. By default, all devices that are discovered successfully are assigned to this group, unless you assign the device to any other group. ● Staging group — Contains devices that were only discovered partially while you tried to import them because certain requirements were not met.
Managing devices in a device group After creating a device group, you can select the devices you want to add or remove from the device group. Prerequisites ● Ensure that you have already created a device group. See Creating a device group. ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users.
Managing the credentials of a device group If device types within the device group have the same credentials, you can configure common credentials for each device type within the device group. Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users.
Viewing and updating the contact information of a device group You can view or update the contact information, preferred contact method and time, and the parts dispatch information of a device group. Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users.
Steps 1. Point to Devices and click Groups. The Device Groups page is displayed. 2. Select a device group. 3. From the Select group actions list, select Edit / Delete Device Group. The Edit / Delete Group window is displayed. 4. Edit the name and description based on your preference and click Update. Deleting a device group Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges.
6 Understanding maintenance mode The maintenance mode functionality suspends the alert processing and automatic case creation capability of Dell EMC SupportAssist Enterprise, thereby preventing the creation of unnecessary support cases during an alert storm or a planned maintenance activity. If an alert storm is received from a monitored device, SupportAssist Enterprise automatically places the device in maintenance mode.
Enabling or disabling global-level maintenance mode Enabling global-level maintenance mode suspends the automatic case creation capability for all devices. Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 96 and Granting elevated or administrative privileges to users on page 97. Steps 1. Point to Settings and click Preferences. The Preferences page is displayed. 2.
Figure 19. Maintenance mode options If maintenance mode is enabled for a specific device, the maintenance mode icon is displayed with the name of the device on the Devices page. If you disable maintenance mode for a device, the maintenance mode icon is removed from the device name.
7 Maintaining SupportAssist Enterprise capability The changes that occur in your company’s IT setup over a period of time may require configuration or updates in Dell EMC SupportAssist Enterprise. To maintain SupportAssist Enterprise capability over a period of time for all your devices, you may be required to: ● Enable monitoring of devices. See Enabling or disabling monitoring of a device.
Steps 1. Click Devices. The Devices page is displayed. 2. Select the device for which you want to enable or disable monitoring. The device overview pane is displayed at the right side of the Devices page. 3. In Monitoring, select Enable or Disable depending on your requirement. Figure 20. Enable or disable monitoring option NOTE: If the registration of SupportAssist Enterprise is not completed, the Enable monitoring option is disabled.
Figure 21. Edit Credentials option 3. Click Edit Credentials. The Edit Credentials window is displayed with the existing device credentials. The device credentials displayed in the Edit Credentials window may vary depending on the selected device type. NOTE: SupportAssist Enterprise does not require you to edit or provide the credentials of the local system (server where SupportAssist Enterprise is installed). For the local system, the Edit Credentials window does not display the user name or password. 4.
NOTE: Installation or upgrade of OMSA by using SupportAssist Enterprise is not supported on servers running the following operating systems and hypervisors: ● Oracle Enterprise Linux ● CentOS ● Citrix XenServer ● VMware ESX or ESXi ● Oracle Virtual Machine Steps 1. Click Devices. The Devices page is displayed. 2. Select the server where you want to install or upgrade OMSA. The device overview pane is displayed at the right side of the Devices page. 3. From the Tasks list, select Install / Upgrade OMSA.
Configuring SNMP settings by using SupportAssist Enterprise Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task Configuring SNMP settings sets the alert destination of a device, and ensures that alerts from the device are forwarded to the server where SupportAssist Enterprise is installed.
The Status column on the Devices page displays the status of the SNMP configuration. Related references Support for automatically configuring SNMP settings on page 106 Viewing and updating the contact information You can update the primary contact details and also provide secondary contact information. If the primary contact is unavailable, Dell will contact your company through the secondary contact.
NOTE: If the user name and password required to connect to the proxy server are not provided, SupportAssist Enterprise connects to the proxy server as an anonymous user. 4. If a user name and password are required to connect to the proxy server, select Proxy requires authentication and then type the user name and password in the corresponding fields: ● User Name — The user name must contain one or more printable characters, and not exceed 104 characters.
Viewing the connectivity status Steps In the SupportAssist Enterprise header area, point to the user name link, and then click Connectivity Test. The Status column displays the connectivity status to the dependent resources. If an Error link to view a description of the problem and the possible resolution steps. Error status is displayed, click the Performing the connectivity test Steps 1. In the SupportAssist Enterprise header area, point to the user name link, and then click Connectivity Test.
Related references Test SupportAssist Enterprise on page 150 Clearing the System Event Log (SEL) Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task The System Event Log (SEL) or hardware log, also known as the Embedded System Management (ESM) log, reports potential hardware problems in Dell PowerEdge servers.
While the SEL is cleared from a device, the device displays a Clearing System Event Log status in SupportAssist Enterprise. After the SEL is cleared successfully, the device displays a System Event Log cleared status.
Deleting a device Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 96 and Granting elevated or administrative privileges to users on page 97. About this task You can delete one or more devices from SupportAssist Enterprise, if you do not want to monitor a device or for other reasons.
Opting in or opting out from ProSupport Plus server recommendation report emails Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. ● Ensure that you have completed the registration of SupportAssist. ● The local system must have internet connectivity for uploading the collected system information to Dell.
8 Configuring email notifications By default, Dell EMC SupportAssist Enterprise is configured to send an email notification when a support case is created automatically. SupportAssist Enterprise can also send email notifications about maintenance mode, device status, and network connectivity status, if the SMTP server (email server) settings are configured. You can configure the email notification settings based on your preference.
Configuring SMTP server settings Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task If your company utilizes an SMTP server (email server), Dell recommends that you configure the SMTP server settings in SupportAssist Enterprise.
Table 7. Types of email notifications (continued) Email notification type When the email notification is sent Origin of the email notification collect system information from the device. Unable to send the collected system information to Dell After a support case is created automatically for a device, but SupportAssist Enterprise is unable to send the collected system information from the device to Dell.
9 Configuring data collection settings By default, when registration is complete, Dell EMC SupportAssist Enterprise automatically collects system information from all devices at periodic intervals. SupportAssist Enterprise also collects system information automatically from a device when a support case is created for an issue with the device. If required, you can configure the data collection options based on your preference.
If OMSA is installed on the device, the latest version of OpenSSL must also be installed on the device. For more information on OpenSSL, see the resolution for OpenSSL CCS injection vulnerability (CVE-2014-0224) available in the support website of the operating system. NOTE: If the server you have added for agent-based monitoring does not have OMSA installed, periodic collections from the device will not include storage and system details.
NOTE: If you do not want SupportAssist Enterprise to collect system information from a specific device type, you can disable scheduling for that specific device type through the Collection Schedules page. For more information, see Disabling the periodic collection of system information from specific devices on page 80. Steps 1. Point to Settings and click Preferences. The Preferences page is displayed. 2.
Default schedule for collection of system information By default, SupportAssist Enterprise automatically collects and sends system information from your devices to Dell at periodic intervals and also when a support case is created. The following table provides the default schedule for the collection of system information from various device types. Table 8.
Enabling or disabling the collection of identity information Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users.
Enabling or disabling the collection of software information and the system log Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task By default, the data that is collected and sent to Dell by SupportAssist Enterprise includes software information and system logs.
10 Viewing collections Dell EMC SupportAssist Enterprise collects system information from each device you have added and sends the information securely to Dell. Typically, the system information is collected as follows: ● Periodically — At regular intervals, depending on the configured collection schedule. For information on the default collection schedule, see Default schedule for collection of system information.
Figure 28. Selecting a collection If the device is a server, the Configuration Viewer is displayed in a new web browser window. For storage, networking, or chassis, you are prompted to save the collection as a .zip file. To view the collection, you can extract the .zip file and click the index.html file. View a collection from the Collections page About this task The Collections page lists all the collections that have been performed successfully.
Figure 29. View Collection option The collection overview pane is displayed. NOTE: The View Collection or Download Collection option is disabled if the collection was performed by a Remote Collector. 3. Click View (for server collections) or Download (for all other device types and multiple device collections). If the collection is from a server, the Configuration Viewer is displayed in a new web browser window.
Figure 30. Configuration Viewer NOTE: If you have disabled the collection of identity information from devices, the identity information is replaced by tokenized values in the collected data. The tokenized values are represented as TOKENn—for example, TOKEN0, TOKEN1, or TOKEN2. NOTE: For a list of items that may be reported in the collected data, see Items reported in periodic collections from servers.
Log types Description Unstructured logs Contain a snapshot of the system files such as the Remote Access Controller (RAC) logs, Windows event logs, and other logs. When you click the Unstructured Logs category, the configuration viewer displays the list of available unstructured logs. NOTE: Unstructured logs cannot be viewed within the configuration viewer. You can only save the unstructured logs and view the log details using an appropriate application.
Table 9.
Table 9. Items reported in periodic collections from servers (continued) Items reported Device added in SupportAssist Enterprise with Device Type as Server / Hypervisor OMSA is installed on the device OMSA is not installed on the device Device added in SupportAssist Enterprise with the Device Type as iDRAC Serial Port Configuration NIC Configuration Component Detail Controller TTY Log Operating System NOTE: In a collection from an iDRAC, Controller TTY Log is available only if iDRAC firmware version 2.
Multiple device configuration viewer The multiple device configuration viewer displays information in a tabbed format. The Contacts tab is the default tab of the multiple device configuration viewer. The Contacts tab displays the case details, customer information, and collection details.
11 Using SupportAssist Enterprise to collect and send system information Dell EMC SupportAssist Enterprise automates the collection of system information from your Dell devices both periodically and on case creation. If required, you can also manually start the collection and upload of system information to Dell at any time. You can choose to start the collection of system information from a single device or multiple devices.
● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrative privileges to users. About this task When a support case is opened or updated for a device, SupportAssist Enterprise automatically collects system information from that device, and uploads the information to Dell. If necessary, you can also manually start the collection of system information from a device.
The Name/IP Address column on the Devices page displays a progress bar and a message that indicate the status of the collection and upload of system information to Dell. NOTE: If you want to cancel the collection of system information, click the progress bar. icon that is displayed next to the NOTE: Until the collection is complete, the check box that is used to select the device is disabled. Therefore, you cannot initiate any other tasks on the device until the collection is complete.
Figure 36. Multiple Device Collection pane The collection progress status is displayed in the Multiple Device Collection pane on the Devices page. If the collection is completed successfully, the Collections page displays the details of the collection. You can also download the multiple device collection from the Collections page. For information on viewing a multiple device collection, see Downloading and viewing a multiple device collection.
The Upload Status column displays the status of the upload. Uploading a collection from a disconnected site About this task When internet connectivity is available, SupportAssist Enterprise automatically collects and sends system information from your devices to Dell. If the server where SupportAssist Enterprise is installed does not have internet connectivity, you can choose to manually upload collections to Dell. Steps 1. Perform a collection from the device.
12 SupportAssist Enterprise user groups Dell EMC SupportAssist Enterprise maintains security and privileges through the following user groups that are created during the installation of SupportAssist Enterprise: ● SupportAssistAdmins — Users who are members of this group have elevated or administrative privileges required for performing both basic and advanced functions in SupportAssist Enterprise.
Table 11.
● If SupportAssist Enterprise is installed on Windows, you can grant elevated or administrative privileges through one of the following methods: ○ Add the user to the SupportAssistAdmins user group. See Adding users to the SupportAssist Enterprise user groups (Windows). ○ Add the user to the Windows Administrators user group.
13 Manually configuring SNMP settings Configuring the SNMP settings (alert destination) of a device ensures that Dell EMC SupportAssist Enterprise receives alerts from the device. SupportAssist Enterprise can automatically configure the SNMP settings of Dell servers. For Dell chassis and networking devices, you must manually configure the SNMP settings.
● ● ● ● ● ● Windows Small Business Server 2008 Windows Small Business Server 2011 Windows Server 2012 Windows Server 2012 R2 Windows Server 2016 Server Core for Windows Server 2012 Steps 1. On the server where SupportAssist Enterprise is installed, browse to the C:\Program Files\Dell\SupportAssist\scripts folder. 2. Copy the script file (WindowsSNMPConfig.ps1) located in the folder and paste the file at a desired location (for example, C:\temp) on the device. 3.
Manually configuring the alert destination of a server by using the script file (Linux) Prerequisites ● Net-SNMP must be installed on the system. For information on installing Net-SNMP, see Installing Net-SNMP (Linux only) on page 107 ● 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 5.7 (32-bit and 64-bit) ● Red Hat Enterprise Linux 5.
Manually configuring the alert destination of a server (Linux) Perform the following steps to manually configure the alert destination of a server running Linux: Steps 1. Run the command rpm -qa | grep snmp, and ensure that the net-snmp package is installed. 2. Run cd /etc/snmp to navigate to the snmp directory. 3. Open snmpd.conf in the VI editor (vi snmpd.conf). 4. Search snmpd.conf for # group context sec.model sec.
iDRAC is now configured to forward alerts to the server where SupportAssist Enterprise is installed. NOTE: For information on configuring the alert destination of an iDRAC using other methods, see the “Configuring IP Alert Destinations” section in the iDRAC User’s Guide at https://www.Dell.com/idracmanuals. Manually configuring the alert destination of a chassis by using the web interface Prerequisites You must be logged in to the CMC web interface with administrator privileges. Steps 1.
14 Other useful information This chapter provides additional information that you may require while using Dell EMC SupportAssist Enterprise.
Benefits of agent-based monitoring Even though Dell's 12th and 13th generation of PowerEdge servers can be monitored through the agentless (iDRAC) method, agent-based (OMSA) method has the following benefits: ● Alert generation capabilities of OMSA and iDRAC are not the same. In Dell's 13th generation of PowerEdge servers, the alert generation capabilities of OMSA and iDRAC are almost similar. However, alerts from chipset and software RAID are available only through OMSA.
NOTE: Automatic installation of OMSA through SupportAssist Enterprise is not supported on devices running Citrix XenServer, VMware ESXi, or ESX. To allow SupportAssist Enterprise to detect hardware issues on these devices, you must manually download and install OMSA.
Support for Dell OEM servers Dell OEM-ready devices (either re-branded or de-branded Dell hardware), when added, are classified under the re-branded name and not the original Dell hardware name.
● %root ALL=(ALL) NOPASSWD: ALL — To grant permission to all users in the root group. ● user_name ALL=(ALL) NOPASSWD: ALL — To grant permission to only a specific user. 6. Save the /etc/sudoers file.
● ● ● ● application.log application.log. 20161101 application.log. 20161102 .zip application.log. 20161103 .zip The log files are purged from storage after 30 days. The log file contains log messages that correspond to the following values (or higher) in the log4j.xml file: FATAL, ERROR, WARN, INFO, and DEBUG, with special values of OFF and ALL. The log4j.xml file is available at C:\Program Files\Dell\SupportAssist\config (on Windows) and /opt/dell/supportassist/config (on Linux).
Steps 1. Perform one of the following based on the operating system: ● On Windows Server 2012 or 2016, point to the bottom-left corner of the screen, and then click the Start icon. On the Start screen, click the Control Panel tile. On the Control Panel, click Uninstall a program. ● 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.
Identifying the generation of a Dell PowerEdge server You can quickly identify the generation of a PowerEdge server by observing the representation of the server model. The following table provides information about the various generations of PowerEdge servers and their model representation. Table 12.
15 Troubleshooting The following sections provide the information required to troubleshoot issues that may occur while installing and using SupportAssist Enterprise.
SupportAssist Enterprise registration If you experience any issues with the registration of SupportAssist Enterprise: ● Verify if the server where SupportAssist Enterprise is installed can connect to the internet. ● If the server where SupportAssist Enterprise is installed connects to the internet through a proxy server, enter the proxy server details in the SupportAssist Enterprise Settings > Proxy Settings page.
○ To add users to the SupportAssist Enterprise users groups, open a command prompt as an administrator, and type the following commands: ■ net localgroup SupportAssistAdmins /add — To add User1 to the SupportAssistAdmins user group. ■ net localgroup SupportAssistUsers /add — To add User2 to the SupportAssistUsers user group. ● Verify if the Dell SupportAssist Service is running. For instructions to verify the status of the SupportAssist Service, see SupportAssist service.
1. Download the https://www.azulsystems.com/products/zulu/cryptographic-extension-kit available at the Azul Systems website. 2. Extract the downloaded file. 3. Copy the local_policy.jar and US_export_policy.jar files and paste them at the following location on the system where SupportAssist Enterprise is installed: ○ On Windows: :\Program Files\Dell\SupportAssist\jre\lib\security ○ On Linux: /opt/dell/supportassist/jre/lib/security 4.
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 97. ● 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. See Network requirements on page 16.
● If the installation of OMSA cannot be completed successfully even after repeated attempts, log in to the device and manually download and install the recommended version of OMSA on the device. For information on the recommended version of OMSA, see the SupportAssist Enterprise Version 2.0.50 Support Matrix at https://www.dell.com/serviceabilitytools. Unable to configure SNMP If a device displays an ● ● ● ● Unable to configure SNMP status: Ensure that the network settings are correct.
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 on page 64.
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 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. ● If the enable password is configured on the device, ensure that you provide the enable password in SupportAssist Enterprise.
● 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 Dell Technical Support for assistance. Unable to send system information If a device displays an Unable to send system information status: ● Click the error status link in the Status column to view the possible resolution steps. ● Verify if the server where SupportAssist Enterprise is installed is able to connect to the internet.
Networking ● Ensure that Secure Shell (SSH) and SNMP service are running on the device. ● If the enable password is configured on the device, ensure that you provide the enable password in the add device wizard. Chassis Ensure that Secure Shell (SSH) service is running on the device.
NOTE: If the device is running VMware ESX, log in to OMSA from another remote device using the Server Administrator Managed System Login option, and then perform the following steps. Steps 1. In OMSA, perform one of the following, depending on the type of server: ● If the device is a modular server, click Modular Enclosure > Server Module. ● If the device is not a modular server, click System > Main System Chassis. 2. Click the Logs tab. 3. Click Clear Log.
○ On Windows: :\Program Files\Dell\SupportAssist\jre\lib\security ○ On Linux: /opt/dell/supportassist/jre/lib/security 4. Restart the SupportAssist service and retry the operation. Storage If ● ● If ● ● the device is an EqualLogic PS storage array: Ensure that Secure Shell (SSH), and SNMP service are running on the device. Ensure that you provide the management group IP address of the device in the add device wizard.
SupportAssist service If the SupportAssist Enterprise application does not respond appropriately, ensure that the SupportAssist service is running: Steps 1. On the server where SupportAssist Enterprise is installed, verify if the SupportAssist service is running. For information on verifying the status of the SupportAssist service, see Verifying the SupportAssist service status (Windows) or Verifying the SupportAssist service status (Linux). 2.
Other services To add a device and perform other operations on the device, SupportAssist Enterprise requires the following services to be installed and running on the device: ● WMI service (on devices running a Windows operating system) ● SSH service (on devices running a Linux operating system) If the services are either not installed or not running, an error message is displayed in SupportAssist Enterprise.
16 SupportAssist Enterprise user interface The Dell EMC SupportAssist Enterprise user interface contains the following tabs: ● Cases — Displays the support cases that are present for the devices that you have added in SupportAssist Enterprise. ● Devices — Displays the devices that you have added in SupportAssist Enterprise and their status. You can point to the Devices tab and click Groups to access the Device Groups page.
Table 14. Banners in the SupportAssist Enterprise header area (continued) Banner Description ● If an update is available, but you have disabled the automatic update of the SupportAssist Enterprise application, policy files, and product support files. ● If an error occurred during the update of SupportAssist Enterprise. The update available banner displays the following options: ● Update now — To allow SupportAssist Enterprise to download and install the update. ● Skip this version — To skip the update.
Welcome The Welcome page enables you to start the registration of SupportAssist Enterprise. Click Next to start the registration of SupportAssist Enterprise. Proxy Settings The Proxy Settings page allows you to configure the proxy server settings. NOTE: The Proxy Settings page is displayed only if you confirm that the system connects to the Internet through a proxy server. The following table provides information about the fields displayed in the Proxy Settings page. Table 15.
Summary The Summary page allows you to complete the setup. Click Finish to open the SupportAssist Enterprise Devices page. Login page The following table describes the fields displayed in the SupportAssist Enterprise login page. Table 17. Login page Field Description Username User name required to log in to SupportAssist Enterprise. Password Password required to log in to SupportAssist Enterprise. Login Click to log in to SupportAssist Enterprise.
Table 18. Cases page (continued) Column name Description ● In Progress — Dell Technical Support is working on the support case. ● Customer Deferred — Dell Technical Support has deferred the support case at the customer’s request. ● Reopened — The support case was previously closed, and has been reopened. ● Suspended — Dell Technical Support has suspended activities related to the support case for 24 hours based on your request.
○ Server ○ Storage ○ Networking ○ Chassis ● Case Status ○ Open ○ Submitted ○ In Progress ○ Suspended ○ Requested for Closure ● Service Contract ○ Basic ○ ProSupport ○ ProSupport Plus ○ ProSupport Flex for Data Center ○ ProSupport One for Data Center Or ProSupport Flex for Data Center ● Source Type ○ Email ○ Phone ○ Chat ○ SupportAssist ○ Help Desk ○ TechDirect ○ Others NOTE: You can also use the filter icon keyword.
Table 19. Devices page Column name Description Check box Use to select a device for viewing the device overview pane, or for performing certain tasks on the device.
Table 19. Devices page (continued) Column name Description ● ● OK — The device is configured correctly for SupportAssist Enterprise functionality. Installing OMSA — Installation or upgrade of Dell OpenManage Server Administrator (OMSA) is in progress. ● Configuring SNMP — Configuring the SNMP settings of the device is in progress. ● Clearing System Event Log — Clearing of the System Event Log is in progress. ● System Event Log cleared — System Event Log has been cleared successfully.
Table 19. Devices page (continued) Column name Description ● Clearing System Event Log failed — SupportAssist Enterprise is unable to clear the System Event Log or Embedded System Management logs on the device. ● Maintenance Mode — SupportAssist Enterprise has placed the device in automatic maintenance mode because of an alert storm. No new support cases are created while the device is in maintenance. For more information, see Understanding maintenance mode.
Table 20. Add Single Device Field Description Device Type Displays a list of device types that you can add. The available device types are: ● Chassis ● Fluid File System (FluidFS) ● iDRAC ● Networking ● Peer Storage (PS) / EqualLogic ● PowerVault ● Server / Hypervisor ● Storage Center (SC) / Compellent IP Address / Host Name IP address or host name of the device that you want to add. NOTE: For adding an EqualLogic storage array, enter the management IP address.
Device Credentials The Device Credentials page enables you to provide the credentials required to connect and identify the device. The following table describes the fields displayed in the Device Credentials page. Table 21. Device Credentials Field Description Username The username of a user account that has administrative or elevated privileges on the device. Password The password of a user account that has administrative or elevated privileges on the device.
Import Multiple Devices The Import Multiple Devices page enables you to add multiple devices by using a .csv file. The following are the items that are displayed on the Import Multiple Devices page: ● Browse — To select a .csv file that contains details of the devices that you want to import. ● Download the .csv template — To download a .csv template that you can use to import multiple devices. ● Enable monitoring — To allow SupportAssist Enterprise to monitor the devices for hardware issues.
The result of the device import is displayed in both text and graphical format. The result of the device import is classified as follows: ● 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.
Table 24. Device overview pane (continued) Field Description Device Type Displays the type of the device. For example, Server. Model Displays the model information of the device. For example, PowerEdge M820. Operating System Displays the operating system installed on the device. Monitoring ● Enable — To enable monitoring hardware issues that may occur the device. ● Disable — To disable monitoring hardware issues that may occur the device.
NOTE: After the collection of data is completed, the Multiple Device Collection pane closes automatically, and the collection details are displayed in the Collections page. Device Groups page The Device Groups page allows you to create and manage devices groups. The Create Device Group option available at the top of the Device Groups page enables you to create a new device group. At the top of the Device Groups page, the navigation trail is displayed.
Related references Device Groups page on page 141 Related tasks Managing devices in a device group on page 55 Manage Credentials The Manage Credentials window allows you to provide the credentials for the device types included in a device group. The left pane on the Manage Credentials window displays the device types, and the right pane allows you to provide the credentials. The following table provides information about the fields displayed in the Credentials section. Table 28.
Table 29. Manage Contacts (continued) Field Description Preferred Contact Hours Allows you to view or edit the preferred hours at which Dell Technical Support can contact your primary or secondary contact in case of any issues with the monitored devices. Time Zone Allows you to select the time zone of the primary or secondary contact. Parts Dispatch (Optional) Address Allows you to view or edit the address to which a replacement part must be dispatched.
The Upload option displayed at the top of the collections list enables you to upload a collection to Dell. The following table describes the information displayed in the Collections page. Table 31. Collections page Column name Description Check box Use to select a collection for viewing the collection overview pane and to upload a collection. Name The name of the device or collection. For single device collections, the name of the device is followed by the type of collection.
Related references Collection Schedules on page 145 Proxy Settings on page 146 Preferences on page 146 Contact Information on page 148 SMTP Settings on page 149 Collection Schedules The Collection Schedules page enables you to schedule the collection of system information from your devices. At the top of the Collection Schedules page, the navigation trail is displayed. You can click Home on the navigation trail to go to the Devices page.
Related tasks Customizing the schedule for periodic collection of system information on page 79 Proxy Settings The Proxy Settings page enables you to configure the settings of the proxy server available in your environment. At the top of the Proxy Settings page, the navigation trail is displayed. You can click Home on the navigation trail to go to the Devices page.
Table 35. Preferences (continued) Field Description Policy files Select this option to automatically download and install the policy files update whenever it is available. Product support files Select this option to automatically download and install the device support update whenever it is available.
Enabling Enabling Enabling Enabling or or or or disabling disabling disabling disabling the automatic collection of system information on case creation on page 78 the periodic collection of system information from all devices on page 78 the collection of identity information on page 81 global-level maintenance mode on page 60 Contact Information The Contact Information page enables you to view and edit the primary and secondary contact information.
Related tasks Viewing and updating the contact information on page 67 SMTP Settings The SMTP Settings page enables you to configure the SMTP server (email server) settings. If your company utilizes an SMTP server, Dell recommends that you configure the SMTP server settings. At the top of the SMTP Settings page, the navigation trail is displayed. You can click Home on the navigation trail to go to the Devices page.
Table 38. Connectivity Test (continued) Field Description ● Dell FTP Server ● Dell Upload Server ● SupportAssist Server Description Describes the purpose of each test. Connectivity Status Displays an icon and a message that indicates the connectivity status. The possible statuses are: ● Not Configured (applicable only for the SMTP Server test) — The SMTP server settings are not configured in SupportAssist Enterprise.
Table 39. Test SupportAssist Enterprise (continued) Field Description Last Verified Displays the date and time the status was last verified. Test Click to perform the selected test.
17 Error code appendix The following table lists the error codes, error messages, and possible resolutions. Table 40. Error code appendix Error code Error message Possible resolution 3000_1 3000_2 3000_3 3000_4 3000_5 An unexpected error occurred during the installation of Dell OpenManage Server Administrator (OMSA) on device name. Do one of the following: ● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade OMSA from the Tasks list.
Table 40. Error code appendix (continued) Error code Error message Possible resolution 3000_10 3000_12 3000_13 3000_14 An unexpected error occurred during the installation of Dell OpenManage Server Administrator (OMSA) on device name. Do one of the following: ● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade OMSA from the Tasks list. ● Manually install the recommended version of OMSA.
Table 40. Error code appendix (continued) Error code Error message Possible resolution An unexpected error occurred during the installation of Dell OpenManage Server Administrator (OMSA) on device name. Ensure that port 22 is open and SSH is enabled on the system, and then do one of the following: ● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade OMSA from the Tasks list.
Table 40. Error code appendix (continued) Error code Error message Possible resolution Manually configuring the alert destination of iDRAC by using the web interface on page 102. 5000_2 SNMP settings of the device could not be configured because the integrated Dell Remote Access Controller (iDRAC) does not have the required license that is installed. Ensure that iDRAC has an Enterprise or Express license installed, and then try to configure the SNMP settings through the Tasks > Configure SNMP option.
Table 40. Error code appendix (continued) Error code Error message Possible resolution 5000_14 SNMP settings of the device could not be configured because the WMI service is disabled. Manually start the WMI service on the device, and then try to configure the SNMP settings through the Tasks > Configure SNMP option on the device overview pane.
Table 40. Error code appendix (continued) Error code Error message Possible resolution SA-0004 SupportAssist Enterprise is unable to import devices because the .csv file is not available at the specified location. Ensure that the .csv file is available at the specified location and then retry the operation. SA-0006 SupportAssist Enterprise is unable to import devices because the .csv file is not valid. Ensure that the .csv file is valid and then retry the operation.
Table 40. Error code appendix (continued) Error code Error message Possible resolution SA-0045 Identification or cancellation for this device is already in progress. Not applicable. SA-0050 SupportAssist Enterprise is unable to add the device name because of an unknown error. Verify if the device is supported by SupportAssist Enterprise. For the list of supported device models, see the Dell EMC SupportAssist Enterprise Version 1.0 Support Matrix at https://www.dell.com/ serviceabilitytools.
Table 40. Error code appendix (continued) Error code Error message Possible resolution SA-0125 SupportAssist Enterprise is unable to add the device Try adding the device again. For additional name because a response was not received within the troubleshooting information, see Unable to add device predefined time limit. on page 114. SA-0130 SupportAssist Enterprise is unable to add the device name because the SSL encryption level of the device is set to 256 bit or higher.
Table 40. Error code appendix (continued) Error code Error message Possible resolution SA-1035 SupportAssist Enterprise is unable to update the device credentials because a required service is disabled on the device. Ensure that the required services are running on the device, and then retry editing the device credentials. For information on the required services, see Other services on page 126.
Table 40. Error code appendix (continued) Error code Error message Possible resolution problem persists, contact Dell Technical Support for assistance. SA-4125 SA-4130 SupportAssist Enterprise is unable to collect system ● Ensure that Symbol SDK service is running on the information from the device name because an attempt device. to connect to the device is unsuccessful. ● To retry collecting the system information, select the device and click Start Collection.
Table 40. Error code appendix (continued) Error code Error message Possible resolution SA-4190 SupportAssist Enterprise is unable to gather system information from the device name because the SSL encryption level of the device is set to 256 bit or higher. For troubleshooting steps, see Unable to gather system information on page 118. 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.
Table 40. Error code appendix (continued) Error code Error message Possible resolution SA-4523 SA-15023 SupportAssist Enterprise is unable to send the collected system information from the device name because the proxy server user name or password is incorrect. ● Ensure that the proxy server user name and password you have entered in SupportAssist Enterprise are correct. ● To retry collecting the system information, select the device and click Start Collection.
18 Related documents and resources In addition to this guide you can access the following guides available on the Dell Support website. Table 41. Related documents Document title How to access the document Dell EMC SupportAssist Enterprise Version 1.0 Online Help Click the help icon on the user interface. Dell EMC SupportAssist Enterprise Version 1.0 Quick Setup Guide 1. Visit https://www.Dell.com/ServiceabilityTools. 2. Click SupportAssist Enterprise. 3. Click Manuals.
SupportAssist Enterprise community You can also find video tutorials, peer-to-peer questions, user’s guides, and other useful information on the Dell SupportAssist Enterprise community forum at https://www.Dell.com/SupportAssistGroup. Dell Remote Consulting Service You can use your existing Dell Remote Consulting Service contract or place an order and schedule time with a systems management deployment expert for SupportAssist Enterprise installation, set up, and configuration from start to finish.
About this task Dell provides several online and telephone-based support and service options. Availability varies by country and product, and some services may not be available in your area. To contact Dell for sales, technical support, or customer service issues: Steps 1. Go to Dell.com/support. 2. Select your support category. 3. Verify your country or region in the Choose a Country/Region drop-down list at the bottom of the page. 4. Select the appropriate service or support link based on your need.