Users Guide
Table Of Contents
- SupportAssist Enterprise Version 2.0.60 User's Guide
- Overview
- Getting started with SupportAssist Enterprise
- Set up SupportAssist Enterprise on local system
- Setting up SupportAssist Enterprise for remote devices
- Evaluating SupportAssist Enterprise
- Download the SupportAssist Enterprise installation package
- Installing or upgrading SupportAssist Enterprise
- Minimum requirements for installing and using SupportAssist Enterprise
- Installing SupportAssist Enterprise
- Upgrading SupportAssist Enterprise
- Migrating to SupportAssist Enterprise
- Using SupportAssist Enterprise without registration
- Register SupportAssist Enterprise
- Set up an SELinux enabled system to receive alerts
- Open the SupportAssist Enterprise user interface
- Log in to SupportAssist Enterprise
- Log out of SupportAssist Enterprise
- Adding devices
- Methods of adding devices
- Device types and applicable devices
- Add a server or hypervisor
- Add an iDRAC
- Add a chassis
- Add a Networking device
- Add a PowerVault storage array
- Add an EqualLogic PS Series storage solution
- Add a Compellent SC Series storage solution
- Add a Fluid File System NAS device
- Add a software
- Add a solution
- Add a virtual machine
- Add a device by duplication
- Managing device discovery rules
- Viewing cases and devices
- Monitoring site health
- Using Extensions
- Types of extensions
- Support for setting up adapter or Remote Collector
- Getting started with adding devices managed by systems management consoles
- Adapters overview
- Set up OpenManage Essentials adapter
- Set up the Microsoft System Center Operations Manager adapter
- Management Packs for inventorying devices managed by Operations Manager
- Set up OpenManage Enterprise adapter
- View the adapter overview pane
- View devices inventoried by the adapter
- Synchronize adapter
- Edit adapter
- Delete adapter
- Approximate time required to assign Credential Profile
- Remote Collectors overview
- Device grouping
- Managing device credentials
- Validating device inventory
- Maintaining SupportAssist Enterprise capability
- Enable or disable monitoring of a device
- Perform deep discovery
- Install or upgrade OMSA by using SupportAssist Enterprise
- Configure SNMP settings by using SupportAssist Enterprise
- View and update the contact information
- View and update parts dispatch information
- Integrate SupportAssist Enterprise with your TechDirect account
- Configure proxy server settings
- Connectivity test
- Test the case creation capability
- Clear the System Event Log
- Automatic update
- Delete a device
- Configuring email notifications
- Configuring collection settings
- Prerequisites for collecting system information
- Enable or disable the automatic collection of system information on case creation
- Enable or disable analytics collections
- Enable or disable the periodic collection of system information from all devices
- Enable or disable the collection of identity information
- Enable or disable the collection of system information
- Enable or disable the automatic upload of collections
- Enable or disable analytics collections
- Viewing collections
- Using SupportAssist Enterprise to collect and send system information
- Understanding maintenance mode
- SupportAssist Enterprise user groups
- Manually configuring SNMP settings
- Manually configuring the alert destination of a server
- Manually configuring the alert destination of a server by using the script file on server running Windows
- Manually configuring the alert destination of a server running Windows
- Manually configuring the alert destination of a server by using the script file on a server running Linux
- Manually configure alert destination of server running Linux
- Manually configure alert destination of iDRAC using the web interface
- Manually configure alert destination of networking device
- Manually configuring the alert destination of a server
- Managing SupportAssist Enterprise alerts in TechDirect
- Other useful information
- Monitoring servers for hardware issues
- Support for automatically installing or upgrading OMSA
- Support for automatically configuring SNMP settings
- Installing patch for SupportAssist Enterprise
- Enable or disable API interface settings
- Signing in to TechDirect
- Deep discovery
- Device correlation
- Association view
- Detection of hardware issues in attached storage devices
- Support for OEM devices
- Install Net-SNMP on a server running Linux
- Configure sudo access for SupportAssist Enterprise on server running Linux
- Ensuring successful communication between the SupportAssist Enterprise application and the SupportAssist server
- Accessing the SupportAssist Enterprise application logs
- Event storm handling
- Accessing the context-sensitive help
- View SupportAssist Enterprise product information
- Uninstalling SupportAssist Enterprise
- Identify series of PowerEdge server
- Troubleshooting
- Installing SupportAssist Enterprise
- SupportAssist Enterprise registration
- Opening the SupportAssist Enterprise user interface
- Logging in to SupportAssist Enterprise
- Unable to add device
- Unable to add adapter
- Unable to add Remote Collector
- Disconnected
- OMSA not installed
- SNMP not configured
- New version of OMSA available
- Unable to configure SNMP
- Unable to verify SNMP configuration
- Unable to install OMSA
- Unable to verify OMSA version
- OMSA not supported
- Unable to reach device
- Unable to gather system information
- Insufficient storage space to gather system information
- Unable to export collection
- Unable to send system information
- Authentication failed
- Clearing System Event Log failed
- Maintenance mode
- Auto update
- Unable to edit device credentials
- Automatic case creation
- Scheduled tasks
- SupportAssist Enterprise services
- Unable to view tool tips in Mozilla Firefox
- Other services
- Security
- Logs
- SupportAssist Enterprise user interface
- SupportAssist Enterprise Registration Wizard
- Login page
- Site Health
- Cases page
- Devices page
- Site Inventory Validation
- Device Groups page
- Manage Device Discovery Rule
- Manage Account Credentials
- Manage Credential Profiles
- Collections page
- Analytics Collections
- Extensions
- Settings
- Network Connectivity Test
- SupportAssist Enterprise test
- Error code appendix
- SupportAssist Enterprise resources
- Contacting Dell EMC
3. To verify if the SupportAssist Enterprise application can connect to the SupportAssist Enterprise server hosted by Dell EMC,
perform the connectivity test. See Perform the connectivity test.
● If the server is responding, a success message is displayed in the user interface. If not, the server may be unreachable. If
this is the scenario, check the application.log file to find details. If there are no discernible details in the log file,
and the server is not reachable, contact Technical Support for assistance.
● If communication is successful, but no data updates occur, the SupportAssist Enterprise application may be identifying
itself with an ID that is unknown to the server. If this is the scenario, check the application.log file to find details.
The log file may contain a message stating that the SupportAssist Enterprise application was not recognized. If the
SupportAssist Enterprise application is not recognized by the SupportAssist server, uninstall and reinstall the
SupportAssist Enterprise application.
Verify the status of SupportAssist Enterprise services on Windows
To verify the status of the SupportAssist Enterprise services on Windows operating systems:
Steps
1. On the server where SupportAssist Enterprise is installed, click Start > Run.
The Run dialog box is displayed.
2. Type services.msc, and then click OK.
The Services Microsoft Management Console (MMC) is displayed.
3. Verify if the Dell EMC SupportAssist Enterprise and Dell EMC SupportAssist Enterprise DB services display the
status as Running.
4. If the services are not running, right-click each service and select Start.
NOTE: If you stop one or both of the SupportAssist Enterprise services, ensure that you restart both the services.
NOTE: To verify if the adapter service is running, check for the status of the Dell EMC SupportAssist Enterprise
OME Adapter or Dell EMC SupportAssist Enterprise SCOM Adapter service on the server where you have set up
the adapter.
NOTE: To verify if the Remote Collector service is running, check for the status of the Dell EMC SupportAssist
Enterprise and Dell EMC SupportAssist Enterprise DB service on the server where you have set up the Remote
Collector.
Verify 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.
The status of the Dell EMC SupportAssist Enterprise DB service is displayed.
4. If the services are not running, type service <service name> start and press Enter.
NOTE: If you stop one or both of the SupportAssist Enterprise services, ensure that you restart both the services.
Troubleshooting 165