Users Guide

● Ensure that the server where you are installing SupportAssist Enterprise has Internet connectivity. If the server connects to
the Internet through a proxy server, enter the proxy server details in the installation wizard.
SupportAssist Enterprise registration
If you experience any issues with the registration of SupportAssist Enterprise:
● Verify if the server where SupportAssist Enterprise is installed can connect to the Internet.
● If the server where SupportAssist Enterprise is installed connects to the Internet through a proxy server, enter the proxy
server details in the SupportAssist Enterprise Settings > Proxy Settings page.
●
Verify if the network settings of the server where SupportAssist Enterprise is installed are correct.
● Ensure that the registration details, such as first name, last name, email address, and phone number you have provided are
valid.
● Ensure that you use an English keyboard layout to type data in the Phone Number, Alternate Phone Number, and Email
Address fields.
● Verify if port 443 is open for both incoming and outgoing communication on the firewall to access https://apidp.dell.com and
https://api.dell.com.
● Perform the Network Connectivity Test and ensure that connectivity to the SupportAssist server is successful. For
instructions to perform the connectivity test, see Perform the connectivity test. If the test is successful, close the web
browser, open the SupportAssist Enterprise user interface again, and retry the registration.
● Retry the registration after some time.
Opening the SupportAssist Enterprise user interface
Steps
If a Problem starting the SupportAssist Service error is displayed when you open the SupportAssist Enterprise
user interface:
● Ensure that you are logged in to the server with a user account that has the required privileges to start system services.
● Try to restart the Dell SupportAssist Service. For instructions to restart the SupportAssist Service, see SupportAssist
service.
● Check the log file, application.log, available at <Drive where SupportAssist Enterprise is
installed>:\Program Files\Dell\SupportAssist\logs (on Windows) or /opt/dell/supportassist/
logs (on Linux) to identify the component that failed to load.
Logging in to SupportAssist Enterprise
Steps
If you experience any issues while logging in to SupportAssist Enterprise:
● Verify if the user account you are using to log in is a member of the SupportAssistAdmins or SupportAssistUsers user
groups:
○ Open a command prompt as an administrator and type the following commands: net localgroup
SupportAssistAdmins and net localgroup SupportAssistUsers. If the user account is not listed in the
SupportAssistAdmins or SupportAssistUsers group, add the user account to one of the SupportAssist Enterprise
user groups.
● If you want to add users to the SupportAssist Enterprise users groups, open a command prompt as an administrator, and
type the following commands:
○ net localgroup SupportAssistAdmins <User1> /add — To add User1 to the SupportAssistAdmins user
group.
○ net localgroup SupportAssistUsers <User2> /add — To add User2 to the SupportAssistUsers user
group.
● If you manually deleted the SupportAssistAdmins or SupportAssistUsers user groups, create the SupportAssist
Enterprise user groups, and then add users to the groups:
○ To create the SupportAssist Enterprise user groups, open a command prompt as an administrator, and type the following
commands:
￭ net localgroup SupportAssistAdmins /add — To create the SupportAssistAdmins user group.
148
Troubleshooting