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
Table 80. Error code appendix (continued)
Error code Error message Possible resolution
6000_03 SupportAssist Enterprise is unable to clear System Event
Log from device_name because the host name of the
device could not be resolved to an IP address.
If the device is a member of a domain, make sure that the
host name of the device is added in the DNS server, and
then retry the operation.
6000_10 SupportAssist Enterprise is unable to clear System Event
Log from device_name because the credentials of the
device do not have the required privileges.
Make sure that the user account has administrator or root
privileges on the device and then retry the operation.
6000_16 SupportAssist Enterprise is unable to clear System Event
Log from device_name because of an unknown error.
To resolve this issue, contact Technical Support for
assistance.
6000_17 SupportAssist Enterprise is unable to clear System Event
Log from device_name because the device does not
support this operation.
Not applicable.
6000_18
6000_20
6000_22
SupportAssist Enterprise is unable to clear System Event
Log from device_name because an attempt to connect
to the device is unsuccessful.
Make sure that the SSH service is running on the device
and then retry the operation.
6000_4
6000_5
SupportAssist Enterprise is unable to clear System Event
Log from device_name because of an internal error.
To resolve this issue, contact Technical Support for
assistance.
6000_6
6000_8
6000_9
SupportAssist Enterprise is unable to clear System Event
Log from device_name because an attempt to connect
to the device is unsuccessful.
Make sure that WMI service is running on the device and
then retry the operation.
6000_7
6000_15
6000_19
6000_21
6000_23
SupportAssist Enterprise is unable to clear System Event
Log from device_name because the credentials of the
device are either incorrect or do not have the required
privileges.
• Make sure that SupportAssist Enterprise is updated
with the correct user name and password of the
device.
• Make sure that the user account has administrator or
root privileges on the device.
SA-0001 SupportAssist Enterprise is unable to import devices
because the device count is more than 300.
Make sure that the device count is below 300 and then
retry the operation.
SA-0005 SupportAssist Enterprise is unable to add the
device_name because an attempt to connect to the
device is unsuccessful.
Make sure that both the system running SupportAssist
Enterprise and the device you are trying to add are
connected to the network, and then retry adding the
device.
SA-0008 The device import operation is canceled. Not applicable.
SA-0010 SupportAssist Enterprise is unable to add the
device_name because the entered host name or IP
address is incorrect.
Retry adding the device with the correct host name or IP
address.
SA-0012 SupportAssist Enterprise is unable to add the devices
because the entered host name or IP address, and device
type are incorrect.
Retry adding the device with the correct host name or IP
address, and device type.
SA-0015 SupportAssist Enterprise is unable to add the
device_name because an unknown error occurred while
discovering the device.
Verify the following and then retry adding the device:
• Make sure that the device is supported by
SupportAssist Enterprise. For the list of supported
device models, see the SupportAssist Enterprise
Version 2.0.50 Support Matrix at https://
www.dell.com/serviceabilitytools.
• Make sure that the user account has administrator/
root privileges.
SA-0020 SupportAssist Enterprise is unable to add the
device_name because the device is already added.
Not applicable.
208 Error code appendix