Users Guide

￭ net localgroup SupportAssistUsers /add — To create the SupportAssistUsers user group.
○ 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.
Unable to add device
If a device displays an
Unable to add device status:
● If the device is an iDRAC, ensure that the iDRAC has an Enterprise or Express license installed. For information on
purchasing and installing an Enterprise or Express license, see “Managing Licenses" section in the iDRAC User’s Guide
at https://www.dell.com/idracmanuals.
● If the device is a Storage SC Series array, ensure that SupportAssist is enabled in Enterprise Manager. For information
on enabling SupportAssist in Enterprise Manager, see the Dell EMC Enterprise Manager Administrator's Guide at https://
www.Dell.com/storagemanuals.
● If the device was inventoried through an adapter, ensure that the credentials of the device are correct. To resolve credential
errors, you can edit the device credentials, update the credential account, or assign another Credential Profile.
If an error message is displayed stating that SupportAssist Enterprise is unable to add the device:
● Ensure that the device model is supported. For a complete list of supported device models, see the Dell SupportAssist
Enterprise Version 2.0.60 Support Matrix at https://www.dell.com/serviceabilitytools.
● Ensure that the prerequisites for adding the device are met. For information on the prerequisites for adding a device, see
Adding devices.
● Verify if the device is reachable from the server where SupportAssist Enterprise is installed.
● Verify if the device credentials (user name and password) you provided are correct.
● If the error message states that the device could not be added within the predefined time limit, retry adding the device.
● If the device encryption level is greater than 128 bits, perform one of the following:
○ Reduce the encryption level to 128 bits.
○ On the server running SupportAssist Enterprise, the Java Cryptography Extension (JCE) Unlimited Strength Jurisdiction
Policy Files must be installed in the Java Development Kit (JDK) or Java Runtime Environment (JRE). For more
information on the JCE Unlimited file, visit https://www.Oracle.com.
Servers
● If you are adding a server 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 Windows Management Instrumentation (WMI) service is running on the device.
○ If the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at https://
www.msdn.microsoft.com.
● If you are adding a server 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.
○ Verify if the Secure Shell (SSH) service is running on the device.
○ Verify if SSH password authentication is enabled (enabled by default).
● If you are adding a server by providing the iDRAC details (agentless monitoring), ensure that the iDRAC has an Enterprise
or Express license installed. For information on purchasing and installing an Enterprise or Express license, see the “Managing
Licenses" section in the iDRAC User’s Guide at https://www.dell.com/idracmanuals.
● If the error message states that SupportAssist Enterprise is unable to add the device because the SSL encryption level of
the device is set to 256 bit or higher:
1. Download the https://www.azulsystems.com/products/zulu/cryptographic-extension-kit available at the Azul Systems
website.
2. Extract the downloaded file.
Troubleshooting
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