Users Guide
Table Of Contents
- SupportAssist Enterprise Version 2.0.70 User's Guide
- Contents
- 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
- View SupportAssist Enterprise product information
- Uninstalling SupportAssist Enterprise
- 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
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. Depending on your preference, you can configure the following collection settings:
● Disable the automatic collection of system information from devices when a support case is created or updated. See Enable
or disable the automatic collection of system information on case creation.
● Disable the periodic collection of system information from all devices. See Enable or disable the periodic collection of system
information from all devices.
● Disable the collection of identity information from all devices. See Enable or disable the collection of identity information.
● Disable the collection of software information and the system log from all devices. See Enable or disable the collection of
software information and the system log.
● Enable or disable the automatic upload of collections. See Disable the automatic upload of collections.
Topics:
• 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
Prerequisites for collecting system information
The following are the SupportAssist Enterprise prerequisites for collecting system information:
● The local system (server where SupportAssist Enterprise is installed) must have sufficient hard drive space to save the
collected system information. For information about the hard drive space requirements, see Hardware requirements.
● For collecting system information from a remote device, the remote device must be reachable from the local system. If
the remote device is associated with a Remote Collector, the remote device must be reachable from the server where the
Remote Collector is set up.
● The local system and remote devices (devices you have added in SupportAssist Enterprise) must meet the network port
requirements. For information about the network port requirements, see Network requirements.
● If you have added a server in SupportAssist Enterprise by using the operating system IP address or hostname (agent-based
monitoring):
○ The server must preferably have OpenManage Server Administrator (OMSA) installed.
○ If the server is running a Windows operating system:
￭ The device credentials that you have entered in SupportAssist Enterprise must have administrative privileges.
￭ The device credentials must have privileges that are required for Windows Management Instrumentation (WMI)
communication. For information on ensuring WMI communication, see the “Securing a Remote WMI Connection”
technical documentation at msdn.microsoft.com.
○ If the server is running a Linux operating system:
￭ The device credentials that you have entered in SupportAssist Enterprise must have administrative privileges.
￭ If you have entered the credentials of a sudo user, the sudo user must be configured for SupportAssist Enterprise.
For information on configuring the sudo user, see Configure sudo access for SupportAssist Enterprise (Linux).
￭ No resource (network share, drive, or ISO image) must be mounted on the /tmp folder.
￭ If OMSA is installed on the device, the latest version of OpenSSL must 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.
13
106 Configuring collection settings