Users Guide

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 Start the collection of system information from a single
device.
If the problem persists, contact 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.
● If the server where SupportAssist Enterprise is installed connects to the Internet through a proxy server, ensure that the
proxy settings are configured in SupportAssist Enterprise. See Configure proxy server settings.
● Perform the network connectivity test and ensure that connectivity to the Dell EMC upload server is successful. See
Perform the connectivity test.
● If the device is associated to a Remote Collector, then verify if the system where Remote Collector is setup has Internet
connectivity.
● Ensure that the collection file does not contain any potential threats such as viruses or malware.
After resolving the underlying issue, manually initiate the collection and upload of system information. See Start the collection of
system information from a single device.
Authentication failed
If a device displays an Authentication failed status:
● Click the error status link in the Status column to view the possible resolution steps.
● Verify if the device credentials (user name and password) you provided are correct.
Server
● If you added the 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 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.
● If you added the device by providing the operating system details (agent-based monitoring) and the device is running a Linux
operating system:
○ Verify if the credentials you provided have root, super user, or sudo user rights on the device. If you provide the user
name and password of a sudo user, ensure that the sudo user is configured for SupportAssist Enterprise. See Configure
sudo access for SupportAssist Enterprise on server running Linux on page 143.
○ Verify if the SSH service is running on the device.
○ Verify if SSH password authentication is enabled (enabled by default).
Troubleshooting
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