Users Guide

SupportAssist Enterprise services
SupportAssist Enterprise has two services that run in the background: Dell EMC SupportAssist Enterprise and Dell
EMC SupportAssist Enterprise DB. If the SupportAssist Enterprise application does not respond appropriately, ensure the
following:
Steps
1. On the server where SupportAssist Enterprise is installed, verify if the SupportAssist Enterprise services are running.
For information on verifying the status of the SupportAssist Enterprise services, see Verify the status of SupportAssist
Enterprise services (Windows) or Verify the status of SupportAssist Enterprise services (Linux).
2. If the services cannot or do not start, open the most recent SupportAssist Enterprise application log file
(application.log), and then search for text with a timestamp of when you tried to start the services. The log file
may contain a message indicating any user interface startup errors and a possible problem diagnosis.
NOTE: You can access the SupportAssist Enterprise application log file (application.log) at the following location
depending on the operating system:
● On Windows — <Drive where SupportAssist Enterprise is installed>:\Program
Files\Dell\SupportAssist\logs
● On Linux — /opt/dell/supportassist/logs
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.
162 Troubleshooting