Users Guide

Solution
● Ensure that you are logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated
or administrative privileges to users on page 126.
● Ensure that the device is reachable from the server where SupportAssist Enterprise is installed.
● Ensure that port 443 is open on the device.
● Ensure that firmware version 4.x or later is installed on the device for the collection of system information.
● 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 126.
● 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 19.
Unable to add adapter
If the Adapters page displays an Unable to add adapter status:
● Verify if the server where you want to add the adapter is reachable from the server where SupportAssist Enterprise is
installed.
● Ensure that the system where you want to set up the adapter has more than 500 MB of free disk space required for
installation of the adapter.
● Verify if port 135 is open on the system where you want to set up the adapter.
● For setting up an OpenManage Essentials (OME) adapter, the system where you want to set up the adapter must be running
OpenManage Essentials version 2.5 or later.
● For setting up the Microsoft System Center Operations Manager (SCOM) adapter, Dell EMC Server Management Pack
Suite Version 7.x For Microsoft System Center Operations Manager and System Center Essentials must be installed on the
system.
● Ensure that Microsoft .NET Framework 4.5 is installed on the system where you want to set up the adapter.
● Ensure that the adapter is not already installed on the server where you are trying to set up the adapter.
● Locate the appconfig.properties file in the config folder, and then increase the timeout value for
adapter.websocket.timeout. The default time is 5 seconds and maximum time is 1 minute.
● Ensure that SupportAssist_RestError.xml file is not present at C:\ProgramData on the system where
OpenManage Essentials is installed.
Unable to add Remote Collector
If the Remote Collectors page displays
Unable to add Remote Collector status:
● Verify if the server where you want to add the Remote Collector is reachable from the server where SupportAssist
Enterprise is installed.
● Ensure that the system where you want to set up the Remote Collector has more than 500 MB of free disk space required
for installation of the Remote Collector.
● Verify if port 135 is open on the system where you want to set up the Remote Collector.
● Ensure that SupportAssist Enterprise is not previously installed on the server where you want to add the Remote Collector.
● Ensure that the Remote Collector is not already installed on the server where you are trying to set up the Remote Collector.
Troubleshooting
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