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
Other useful information
This chapter provides additional information that you may require while using SupportAssist Enterprise.
Topics:
• 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
Monitoring servers for hardware issues
SupportAssist Enterprise can monitor Dell EMC servers through the following methods:
● Agent-based monitoring—this method is used to monitor devices that are added with the Device Type as Server /
Hypervisor. In this method, an agent acts as an interface between the device and SupportAssist Enterprise. The agent
generates an alert (SNMP trap) whenever a hardware event occurs on the device. For monitoring a device using the
agent-based method, SupportAssist Enterprise depends on the OpenManage Server Administrator (OMSA) agent. The
OMSA agent is an application that monitors the health of various components of the device where it is installed. Whenever
a hardware event occurs on the device, the OMSA agent generates an alert. SupportAssist Enterprise processes the alert to
determine if the alert qualifies for creating a support case. For instructions to add a device for agent-based monitoring, see
Adding a server or hypervisor.
NOTE:
Without OMSA, SupportAssist Enterprise will not be able to monitor a device through the agent-based
monitoring method.
NOTE: Installation of OMSA may not be supported on certain operating systems. SupportAssist Enterprise may be able
to monitor devices running such operating systems only through the agentless monitoring method. For information on
the operating system requirements for agent-based monitoring, see the SupportAssist Enterprise Version 2.0.70 Support
Matrix at https://www.dell.com/serviceabilitytools.
● Agentless monitoring—this method is used to monitor devices that are added with the Device Type as iDRAC. In this
method, the Integrated Dell EMC Remote Access Controller (iDRAC) available on the device acts as an interface between
the device and SupportAssist Enterprise. Whenever a hardware event occurs on the device, the iDRAC generates an alert.
SupportAssist Enterprise processes the alert to determine if the alert qualifies for creating a support case. For instructions
to add a device for agentless monitoring, see Adding an iDRAC.
NOTE:
Agentless monitoring is supported only for 12th generation of Dell EMC PowerEdge servers and later (iDRAC7
and later).
NOTE: The iDRAC can be configured to send alerts through SNMP and IPMI. However, SupportAssist Enterprise can
only receive alerts sent through SNMP. To ensure that SupportAssist Enterprise receives alerts sent from an iDRAC, you
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Other useful information 137