Users Guide
Table Of Contents
- SupportAssist Enterprise Version 2.0.50 User's Guide
- Overview
- Getting started with SupportAssist Enterprise
- Setting up SupportAssist Enterprise for the 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
- Accessing the context-sensitive help
- View SupportAssist Enterprise product information
- Uninstalling SupportAssist Enterprise
- Identify series of PowerEdge server
- 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
- Other resources
Steps
1. Open the terminal window on the device running the Linux operating system.
2. Type the following commands based on the operating system:
• Red Hat Enterprise Linux, CentOS, and VMware ESX: yum install net-snmp
• Oracle Linux: rpm -ivh net-snmp-x.x-xx.x.x.xxx.x86_64.rpm, where x.x-xx.x.x.xxx.x represents the version number
included in the rpm file name.
• SUSE Linux Enterprise Server:
a. zypper addrepo http://download.opensuse.org/repositories/net-snmp:factory/SLE_12/net-
snmp:factory.repo
b.
zypper refresh
c. zypper install net-snmp
Configure sudo access for SupportAssist
Enterprise on server running Linux
In Linux operating systems, users with sudo access may be granted administrative privileges to run certain commands. If you have added a
remote device in SupportAssist Enterprise using the credentials of a sudo user, you must perform the following steps to allow
SupportAssist Enterprise to monitor and collect system information from the device.
Prerequisites
Ensure that you are logged in to the remote device as a user with root privileges.
Steps
1. Open the terminal window.
2. Set the home directory path for the user — Type useradd user_name -d /home and press Enter.
3. Open the /etc/sudoers file.
4. Insert an exclamation mark [!] on the requiretty line. For example, !requiretty
5. Add one of the following based on your preference:
• %root ALL=(ALL) NOPASSWD: ALL — To grant permission to all users in the root group.
• user_name ALL=(ALL) NOPASSWD: ALL — To grant permission to only a specific user.
6. Save the /etc/sudoers file.
Ensuring successful communication between the
SupportAssist Enterprise application and the
SupportAssist server
The server where SupportAssist Enterprise is installed must be able to communicate with the SupportAssist server hosted by Dell EMC to:
• Automatically create a support case if there is a problem with a device in your environment.
• Upload the collected system information to Dell EMC.
To ensure that the SupportAssist Enterprise application is able to successfully communicate with the SupportAssist server:
• The server where the SupportAssist Enterprise application is installed must be able to connect to the following destinations:
○ https://apidp.dell.com and https://api.dell.com — end point for the SupportAssist server hosted by Dell EMC.
○ https://is.us.dell.com/* — the file upload server and related services.
○ https://downloads.dell.com/ — For downloading Dell EMC OpenManage Server Administrator (OMSA) and receiving new
SupportAssist Enterprise release information, policy files, and product support files.
○ https://sa-is.us.dell.com/* — For TechDirect integration.
Other useful information
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