SupportAssist Version 2.1 for Dell OpenManage Essentials User's Guide September 2015 Rev.
Notes, cautions, and warnings NOTE: A NOTE indicates important information that helps you make better use of your computer. CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem. WARNING: A WARNING indicates a potential for property damage, personal injury, or death. © 2015 - 2021 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries.
Contents Chapter 1: Overview...................................................................................................................... 6 Key features..........................................................................................................................................................................6 SupportAssist capabilities available with Dell service contracts.............................................................................. 7 Case data handling................
Viewing the device inventory......................................................................................................................................... 28 Filtering the displayed data.............................................................................................................................................29 Filtering options..........................................................................................................................................................
Case List.............................................................................................................................................................................. 47 Device Inventory................................................................................................................................................................48 Device Groups.....................................................................................................................................
1 Overview Dell SupportAssist for OpenManage Essentials is a service capability that collects information about your Dell system hardware and software, and automatically creates support cases when issues arise. This helps Dell to provide you an enhanced, personalized, and efficient support experience. Dell uses this data to help solve common problems, and to design and market the products and services features you use most.
NOTE: Support cases opened before SupportAssist installation and support cases opened by contacting Dell Technical Support, do not appear in SupportAssist. ● Automated log and configuration collection — Information required for troubleshooting the issue is automatically collected and sent to Dell.
Table 1. SupportAssist capabilities (continued) SupportAssist capability Description Dell service contract type Basic Hardware ProSupport ProSupport Plus configuration with proactive firmware recommendations and other reports. * Predictive detection of hardware failures is applicable only for the hard drives, backplanes, and expanders of Dell’s 12th and 13th generation of PowerEdge server that have PowerEdge RAID Controller (PERC) Series 5 to 9.
What is new in this release ● Ability to opt in or opt out from receiving the Dell ProSupport Plus server recommendation report through email. ● Additional device support. NOTE: For a complete list of supported device models, see the Dell SupportAssist for OpenManage Essentials Version 2.2 Support Matrix at https://www.dell.com/serviceabilitytools.
2 Installing, upgrading, and uninstalling SupportAssist The following sections provide information about installing, upgrading, and uninstalling SupportAssist. Topics: • • • • • Prerequisites Minimum requirements Installing SupportAssist Upgrading SupportAssist Uninstalling SupportAssist Prerequisites The following are the prerequisites: ● Dell OpenManage Essentials version 2.2 or earlier should be installed in your device. ● Dell PowerEdge servers running Dell OpenManage Essentials version 2.
● All managed PowerEdge, EqualLogic, PowerVault, iDRAC, CMC, Networking (previously Force10 and PowerConnect), PowerEdge VRTX, and PowerEdge FX2 devices must be configured to send SNMP traps to the OpenManage Essentials server. ● All managed PowerEdge, EqualLogic, PowerVault, iDRAC, CMC, Networking (previously Force10 and PowerConnect), PowerEdge VRTX, and PowerEdge FX2 devices must be discovered, categorized, and inventoried by the OpenManage Essentials server.
Installing SupportAssist You can install SupportAssist by downloading one of the following installation packages: ● Dell SupportAssist version 2.2 available at Dell.com/SupportAssistGroup. ● Dell OpenManage Essentials version 2.2 available at DellTechCenter.com/OME. By installing SupportAssist, you agree to the Dell End User License Agreement — Type A, available for review at Dell.com/ softwarelicenseagreement; and the Dell Privacy Policy available for review at Dell.com/privacy.
1. Extract the OpenManage Essentials installation package to a folder on the system. 2. In the folder where you extracted the installation package, double-click the Autorun.exe file. The Dell OpenManage Install window is displayed. 3. If OpenManage Essentials version 2.2 is not installed on the system, make sure that Dell OpenManage Essentials is selected. 4. Select Dell SupportAssist, and then click Install.
c. If the connection to the proxy server requires a user name and password, select Requires authentication, and type the user name and password in the appropriate fields. d. Click Next. SupportAssist verifies the connection to the proxy server using the provided proxy server details. If the connection is successful, the Registration page is displayed. Else, an error message is displayed. If the proxy server connection problem persists, you may contact your network administrator for assistance. 3.
Upgrading SupportAssist NOTE: Upgrade to SupportAssist version 2.2 is supported if OpenManage Essentials version 2.2 is installed on the system. For information on installing or upgrading to OpenManage Essentials version 2.2, see the OpenManage Essentials Version 2.2 User’s Guide at https://www.dell.com/openmanagemanuals. You can upgrade SupportAssist version 2.0.1 or 2.1 to version 2.2. To upgrade SupportAssist, download one of the following: ● SupportAssist version 2.
● Username — The user name must contain one or more printable characters, and must not exceed 104 characters. ● Password — The password must contain one or more printable characters, and must not exceed 127 characters. ● Confirm Password — Reenter the password. The password must match with the one provided in the Password field. d. Click Next. The proxy settings are validated. If the validation is unsuccessful, verify the proxy settings and try again or contact your network administrator for assistance. e.
3 Using Dell SupportAssist The following sections provide information about configuring and using SupportAssist.
● To start SupportAssist from a remote system, open a web browser and type the address in the following format: https://:Port Number/DIS. For example, https:// 10.25.35.1:2607/DIS. SupportAssist opens in a web browser window and displays the Cases page. NOTE: The recommended screen resolution for optimal viewing of the SupportAssist dashboard is 1280 x 1024 or higher. Getting started with SupportAssist NOTE: If you upgraded to OpenManage Essentials version 2.
● Switch 3. Select the Credential Type from the list. The options listed vary based on the Device Type you selected. The options for Server are: ● Windows ● Linux ● ESX/ESXi ● iDRAC ● CMC The options for Storage are: ● EqualLogic ● MD Series The option for Switch is Dell Networking. 4. Type the credentials in the corresponding fields: NOTE: For Dell Networking switches (previously Force10 and PowerConnect), the Username, Password, and Enable Password fields are optional.
○ The Secure Socket Layer (SSL) certificate of the SMTP server is expired. ○ An anti-virus software is blocking the SMTP server port configured in SupportAssist. ● An SMTP server is not available in your environment. To configure the SMTP server settings: NOTE: The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators, Power Users, or Site Administrators group. 1. Click the Settings tab. The System Logs page is displayed. 2. Click SMTP Settings.
Connectivity test The Connectivity Test page enables you to verify and test SupportAssist connectivity status to the following dependent resources: ● Internet ● Local SMTP e-mail server ● Dell File Transfer Protocol (FTP) server ● Collection file upload server hosted by Dell ● Dell OpenManage Essentials service ● SupportAssist server hosted by Dell By default, SupportAssist verifies the connectivity status to the dependent resources every day at 11 pm (management server time).
CAUTION: After you edit the credentials for a specific device, SupportAssist uses the device-specific credentials you provided to collect the system logs on that device. NOTE: To ensure that SupportAssist is able to generate the system log collection for all devices, you must edit the credentials for each device which has credentials that are not the same as the Default Device Type Credentials.
1. Click the Devices tab. The Device Inventory is displayed. 2. Select a device in the Device Inventory table. The Edit Device Credentials link is enabled. 3. Click Edit Device Credentials. The Edit Device Credentials dialog box is displayed. 4. Click Reset to Default Device Type Credentials. NOTE: The Reset to Default Device Type Credentials link is displayed only if you had previously configured the selected device with specific credentials. The Confirmation dialog box is displayed.
Filtering the system log collection The system logs collected by SupportAssist includes personally identifiable information (PII) such as the complete configuration snapshot of storage systems, hosts, and network devices which can contain host identification and network configuration data. In most cases, part or all of this data is required to properly diagnose issues. The security policy of your company may restrict sending this data outside of your network.
The Send System Logs link is enabled. 3. Click Send System Logs. The Collection Status column in the Device Inventory displays the status of the collection and upload of the system logs. Enabling or disabling the automatic collection of system logs By default, when a support case is opened or updated, SupportAssist is configured to automatically collect the system logs from the device that generated the alert and upload it to Dell.
4. Click Save Changes. Related references Preferences on page 55 Related tasks Disabling the scheduling of system log collection for a specific device type on page 27 Scheduling the periodic collection of system logs Before you begin, ensure that the Enable system log collection scheduling option is enabled in the Preferences page.
Default system log collection schedule The following table provides the default system log collection schedule for each supported device.
Related tasks Scheduling the periodic collection of system logs on page 26 Enabling or disabling the scheduling of system log collection on page 25 Viewing the case list To view the Case List, click the Cases tab on the SupportAssist dashboard. NOTE: By default, the case list is sorted by Date Opened, in descending order. NOTE: Pre-existing support cases (opened prior to SupportAssist installation), and cases opened by contacting Dell Technical Support, do not appear in the Case List report.
Filtering the displayed data You can filter the data displayed in the Device Inventory, Case List, and the device group Manage Devices pages based on your preference. To filter the displayed data: displayed in the column header. 1. Click the filter icon The filter options are displayed. 2. Select the appropriate filter option. 3. Type or select filtering criteria. 4. Click Filter. The displayed data is filtered based on the selected or provided criteria. The column header displays the filtered icon .
● Edit/Delete Group — Edit the device group details or delete the device group. NOTE: You can create and manage device groups only if you are logged on as a member of the OpenManage Essentials Administrators, Power Users, or Site Administrators group. NOTE: The credentials, contact information, and parts dispatch information configured for a device group override the default credentials, contact information, and parts dispatch information configured through the Settings page.
To manage devices in a device group: NOTE: A device can be included in only one device group. NOTE: You add up to 100 devices to a device group in a single operation. 1. Click the Devices tab. The Device Inventory page is displayed. 2. Click the Groups tab. The Device Groups page is displayed. 3. Select a device group. 4. In the Select group actions list, select Manage Devices. The Manage Devices window is displayed. 5.
Viewing and updating the contact information of a device group You can view or update the contact information, preferred contact method and time, and the parts dispatch information of a device group. Updating the contact information for a device group allows SupportAssist to send notifications to the device group contact. NOTE: You can update the contact information of a device group only if you are logged on as a member of the OpenManage Essentials Administrators, Power Users, or Site Administrators group.
Deleting a device group You can delete device groups based on your preference. NOTE: You can delete a device group only if you are logged on as a member of the OpenManage Essentials Administrators, Power Users, or Site Administrators group. NOTE: Deleting a device group only removes the device group, device group credentials, and contact information. It does not delete any devices from the Device Inventory page. To delete a device group: 1. Click the Devices tab. The Device Inventory page is displayed. 2.
NOTE: The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators, Power Users, or Site Administrators group. 1. Click the Settings tab. The System Logs page is displayed. 2. Click System Credentials. The System Credentials page is displayed. 3. Type the user name, password, and confirm the password in the appropriate fields. NOTE: The user account must be a member of the OpenManage Essentials Administrators, Power Users, or Site Administrators group. 4.
Configuring proxy server settings If your system connects to the Internet through a firewall or proxy server, the proxy settings must be configured in SupportAssist. Configuring the proxy settings enables the SupportAssist application to communicate with the SupportAssist server hosted by Dell. To configure the proxy server settings: NOTE: The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators, Power Users, or Site Administrators group. 1.
NOTE: The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators, Power Users, or Site Administrators group. 1. Click the Settings tab. The System Logs page is displayed. 2. Click Preferences. The Auto Update, Email Settings, Support Collection, and Maintenance Mode page is displayed. 3. To receive e-mail notifications when a new support case is opened, under Email Settings, select Receive email notification when a new support case is opened.
● Use WMI along with the server Integrated Dell Remote Access Controller (iDRAC). ● Use Simple Network Management Protocol (SNMP) instead of WMI. NOTE: For a list of supported OEM devices, see the Dell SupportAssist for Dell OpenManage Essentials Support Matrix at https://www.dell.com/serviceabilitytools.
In the dashboard installation directory, you can view one log file per day. The current log file is named log-file.txt, and contains log messages that correspond to the following values (or higher) in the Windows Registry key LogFileLevel: FATAL, ERROR, WARN, INFO, and DEBUG, with special values of OFF and ALL. A registry value of ERROR results in logs messages of FATAL, and ERROR, since FATAL is a higher level than ERROR. The LogFileLevel Windows Registry key can be located at HKEY_LOCAL_MACHINE\SOFTWARE\W
Accessing the context-sensitive help The context-sensitive help provides information about features and tasks that are applicable to the current view on the dashboard. Once you invoke the context-sensitive help, you can navigate or search through the entire SupportAssist help system. To access the context-sensitive help, click the in a new browser window. icon that appears in the dashboard.
4 Troubleshooting The following sections describe procedures you can use to troubleshoot Dell SupportAssist issues Topics: • • • • • • • • • • • • Installing SupportAssist Registration problem Ensuring successful communication between the SupportAssist application and the SupportAssist server Verifying the installation of the collection components Launching SupportAssist Services Collection error Collection upload error Security Troubleshooting SSL connection failure Service contract Service Tag warnings
To ensure that the SupportAssist application is able to successfully communicate with the SupportAssist server: ● The management server on which the SupportAssist application is installed must be able to connect to the following destinations: ○ https://apidp.dell.com/support/case/v2/WebCase — end point for the SupportAssist server. On the management server, verify if you can access the following location using the web browser: https://apidp.dell.com/support/case/v2/ WebCase?wsdl. ○ https://ddldropbox.us.
● There may be a Microsoft Windows registry configuration problem with the SupportAssist Windows service. To resolve this issue, uninstall and then reinstall SupportAssist. ● The SupportAssist dashboard requires some DLLs that are installed in OpenManage Essentials. The SupportAssist installer checks that OpenManage Essentials is installed, and then checks the OpenManage Essentials version. If the DLLs are manually removed, the following error appears during installation: Error 1920.
3. Verify the credentials you have provided for the device. You must provide the Administrator credentials in the Settings > System Logs page. For more information, see Configuring the default device type credentials and Editing device credentials. Collection upload error If you receive a SupportAssist e-mail notification indicating an issue uploading the collection for a specific device and the Status of the device displays Error: 1.
6. Click Details. 7. Click Copy to File. The Certificate Export Wizard is displayed. 8. Click Next. 9. In the Export File Format page, click Next. 10. In the File to Export page, click Browse. The Save As window is displayed. 11. Navigate to the location you want to save the certificate file. 12. Type a file name and click Save. 13. In the Export File Format page, click Next. 14. Click Finish. The status of the export is displayed. 15. Click OK.
16. Perform step 11 to step 15 until all three certificate files are imported. 17. Right-click Intermediate Certification Authorities > All Tasks > Import. The Certificate Import Wizard is displayed. 18. Perform step 12 to step 15 until all three certificate files are imported. 19. In Console Root, click Certificates – Local Computer. 20. Right-click Trusted Root Certification Authority, point to All Tasks and click Import. The Certificate Import Wizard is displayed. 21.
5 Dell SupportAssist user interface The top-right of the SupportAssist header area displays links that you can use to navigate the interface. The following table describes the links that are displayed. Table 3. SupportAssist header links Link Description SupportAssist Community Opens the SupportAssist User Group website in a new browser window.
• • • • Device Groups Settings Connectivity Test Setup Wizard Case List The Case List is the default view of SupportAssist. The following table describes the automatically-generated support case information for the supported Dell devices in your environment, as displayed in the Case List page. Table 4. Case List Column Description Case Status Displays the current state of the support case. The status of a case may be: ● Open — Dell Technical Support has opened the submitted case.
Device Inventory The Device Inventory page displays the supported devices that are discovered in OpenManage Essentials. The device inventory displays the device list as a group. If no device group is created, below the column headers, the device inventory displays Ungrouped devices (Total devices: n) and the list of devices. If device groups are created, for each device group, the device inventory displays (Total devices: n) and the list of devices in the group.
Table 5. Device Inventory (continued) Field Description ○ ○ ○ ○ ○ The support case service hosted by Dell is currently unavailable. The collection component had started, but failed to run on the device. The system log collection was not successfully uploaded to Dell. The device or device type credentials are not configured. The device is not set up correctly. There may be an issue with either the configured credentials or connectivity.
Table 7. Manage Devices Field Description Name Displays the NetBIOS name of the device as discovered by OpenManage Essentials. Type Displays the type of device as discovered by OpenManage Essentials: ● PowerVault Storage Device — The device is a Dell PowerVault MD Series storage array. ● PowerVault Server — The device is a Dell PowerVault NX Network Attached Storage (NAS) device. ● EqualLogic Storage — The device is a Dell EqualLogic storage array.
Table 8. Manage Credentials (continued) Field Description Close Click to close the Manage Credentials window. NOTE: SupportAssist does not require the credentials for collecting system logs from Dell PowerVault MD series storage arrays. Related references Managing the credentials of a device group on page 31 Manage Contacts The Manage Contacts window allows you to provide the contact information and parts dispatch information for a device group.
Edit/Delete Group The Edit/Delete Group window allows you to edit the device group details or delete a device group. The following table provides information about the fields displayed on the Edit/Delete Group window. Table 10. Edit/Delete Group Field Description Name Allows you to view or edit the name of the device group. Description Allows you to view or edit the description of the device group. Update Click to save the edited device group information. Delete Click to delete the device group.
Table 11. System Logs (continued) Field Description Credential Type Select the specific device for which you want to provide the credentials. The options displayed depend on the Device Type you have selected. The available options for Server are: ● Windows ● Linux ● ESX/ESXi ● iDRAC ● CMC The available options for Storage are: ● EqualLogic ● MD Series The available option for Switch is Dell Networking. Username Enables you to view or edit the user name.
Table 12. System Logs (continued) Field Description ● Monthly Specify day and time Enables selecting the day and time when you want to collect the system logs. If the Frequency is set to Weekly, the available options are: weeks (1 or 2), day of the week (sunday, monday, tuesday, wednesday, thursday, friday, and saturday), hour (in hh:mm format), and AM/PM.
Preferences The Preferences page enables you to configure Auto Update, Email Settings, Support Collection, and Maintenance Mode. The following table provides information about the fields displayed in the Preferences page. Table 14. Preferences Field Description Auto Update Enable auto update Select this option to automatically download and install the latest SupportAssist and collection component updates, when they are available. The download and installation of the updates occur in the background.
Contact Information The Contact Information page enables you to view and edit the contact information and parts dispatch address. The following table provides information about the fields displayed in the Contact Information page. Table 15. Contact Information Field Description Company Name Enables you to view or edit the company name. Primary Select this option to view the primary contact information. Secondary Select this option to view the secondary contact information.
Table 16. System Credentials (continued) Field Description NOTE: If the server on which SupportAssist is installed is a member of a domain, the user name must be provided in the domain\user name format. Password Enables you to provide or edit the password required to connect to OpenManage Essentials. NOTE: The credentials you provide must of an user account that is a member of the OpenManage Essentials Administrators, Power Users, or Site Administrators group.
Table 18. Connectivity Test Field Description Check box Select the appropriate check boxes to test the connectivity status you want to verify. Test Displays the dependent network resources that you can test. The available options are: ● Internet ● Local SMTP server ● Dell FTP server ● Dell Upload Server ● OpenManage Essentials Service ● Dell SupportAssist Server Description Provides a description of the test. Connectivity Status Displays an icon and a message that indicates the connectivity status.
Table 19. Proxy Settings Field Description Use proxy settings Select this option to enable configuring the proxy server settings. Proxy Server Address or Name The proxy server address or name. Proxy Port Number The proxy server port number. Proxy requires authentication Select this option if the proxy server requires authentication. Username The user name required to connect to the proxy server. Password The password required to connect to the proxy server.
Table 21. System Credentials Field Description Username The user name required to connect to OpenManage Essentials. NOTE: If the server on which SupportAssist is installed is a member of a domain, the user name must be provided in the domain\user name format. Password The password required to connect to OpenManage Essentials. Back Click to navigate to the Registration page. Next Click to verify connectivity to OpenManage Essentials using the provided credentials.
6 Related documents and resources Other documents you may need In ● ● ● ● ● ● ● ● ● ● ● addition to this guide, you can access the following guides available at the Dell Support website: Dell OpenManage Essentials Version 2.2 User’s Guide Dell SupportAssist Version 2.2 for Dell OpenManage Essentials Support Matrix Dell SupportAssist Version 2.2 for Dell OpenManage Essentials Quick Start Guide Dell SupportAssist Version 2.
○ For Dell EMC OpenManage—https://www.dell.com/openmanagemanuals ○ For iDRAC—https://www.dell.com/idracmanuals ○ For Dell EMC OpenManage Connections Enterprise Systems Management—https://www.dell.com/ OMConnectionsEnterpriseSystemsManagement ○ For Dell EMC Serviceability Tools—https://www.dell.com/serviceabilitytools ● Dell EMC support site: 1. Go to https://www.dell.com/support. 2. Click Browse all products. 3. From the All products page, click Software, and then click the required link. 4.
7 Error code appendix The following table lists the error codes, error messages, and possible resolutions. Table 22. Error codes Error code Error message Possible resolution 1000_1 SupportAssist is unable to run a collection component on because the component is not supported on the operating system running on the device. For information on the supported devices and operating systems, see the Dell SupportAssist for Dell OpenManage Essentials Support Matrix at https:// www.dell.
Table 22. Error codes (continued) Error code Error message Possible resolution 1000_9 SupportAssist is unable to run a collection component on . Ensure the following: ● Dell OpenManage Server Administrator (OMSA) is installed and the OMSA services are running on the device. ● iDRAC firmware is updated, if applicable. 1000_10 SupportAssist is unable to run a collection component on .
Table 22. Error codes (continued) Error code Error message Possible resolution 1000_28 SupportAssist is unable to run a collection component on because of an internal error. If the problem persists, the log files may be required for further troubleshooting. Contact Dell Technical Support for assistance. 1000_29 SupportAssist is unable to upload the collection file from . Ensure that the proxy server is reachable.
Table 22. Error codes (continued) Error code Error message Possible resolution 2000_26 SupportAssist is unable to upload the collection file from because of an internal error. If the problem persists, the log files may be required for further troubleshooting. Contact Dell Technical Support for assistance. 2000_27 SupportAssist is unable to upload the collection file from because the upload process exceeded the predefined time limit.
Table 22. Error codes (continued) Error code Error message Possible resolution 2000_199 SupportAssist is unable to run a collection component on . Ensure that the Administrator credentials you have provided for the device in SupportAssist is correct. 2000_298 SupportAssist is unable to run a collection component on because of an internal error. If the problem persists, the log files may be required for further troubleshooting. Contact Dell Technical Support for assistance.
Table 22. Error codes (continued) Error code Error message Possible resolution 2. Open the NAS.properties file using any text editor. 3. Increase the value of the nas.ftp.connection.timeout property. 4. Save the NAS.properties file. 2000_499 SupportAssist is unable to run a collection component on . Perform the following: 1. Ensure that the Administrator credentials you have provided for the device in SupportAssist is correct. 2.
Table 22. Error codes (continued) Error code Error message Possible resolution SA_23 SupportAssist is unable to upload the collection file because of an internal error. If the problem persists, the log files may be required for further troubleshooting. Contact Dell Technical Support for assistance. SA_24 SupportAssist is unable to upload the collection file because of an internal error. If the problem persists, the log files may be required for further troubleshooting.
Table 22. Error codes (continued) Error code Error message Possible resolution SA_108 SupportAssist is unable to run a collection component on . Ensure that the Administrator credentials you have provided for the device in SupportAssist is correct.
